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Primary CareDigital healthBehavioralBehavioral

What this study is

This is a prospective clinical trial evaluating how behaviorally informed message framing can improve patient on-time arrival for outpatient visits. This trial is being implemented in conjunction with UCLA Health's broader operational quality improvement (QI) efforts to enhance clinic flow and patient experience.

The main question it aims to answer is how displaying an explicit arrival time (set to 15 minutes before the scheduled appointment) affects when patients arrive for their appointments, compared to a control condition where only the appointment time is displayed and patients are encouraged to arrive 15 min before the appointment (without an explicit arrival time).

What's being tested

  • Behaviorally informed appointment communications

    Intervention · BEHAVIORAL

    In the MyChart patient portal homepage, the appointment widget will show "Arrive by [Arrival Time]," replacing the standard "Starts at [Appointment Time]" display. The appointment details page will show appointment time, along with a reminder to "Arrive by [Arrival Time]." The Hello World text notifications will tell patients: "Your visit is scheduled for [Date]. Arrive by [Arrival Time]."

  • Control appointment communications

    Intervention · BEHAVIORAL

    In the MyChart patient portal homepage, the appointment widget will show "Starts at [Appointment Time]." The appointment details page will display appointment time, along with the instructions to arrive 15 minutes before the appointment. The Hello World text notifications will tell patients : "Your visit is scheduled for [Date] at [Appointment Time]. Please arrive 15 minutes before your appointment time."

Study details

Sponsor
University of California, Los Angeles
Conditions
Primary Care
Enrolling
300,000 people
Starts
2026-01-05
Est. completion
2026-07
Design
Double-blind, randomized, parallel groups
Record
View on ClinicalTrials.gov ↗