Arrival Time Implementation

Part of paid clinical trials in Los Angeles, California.

Sponsor
University of California, Los Angeles
Study ID
NCT07314697
Status
Recruiting
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Conditions

  • Primary Care

Eligibility Criteria

Sex
ALL
Age
18 Years - N/A
Healthy Volunteers
Not accepted

Interventions

  • Behaviorally informed appointment communications — 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 — 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

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).

Key Dates

Start date
Jan 5, 2026
Status verified
Feb 2026
Primary completion
Jul 31, 2026
Completion
Jul 31, 2026

Study Design

Enrollment
300,000 participants (estimated)
Allocation
RANDOMIZED
Intervention model
PARALLEL
Primary purpose
HEALTH_SERVICES_RESEARCH

Arms

  • Active Comparator: Arm 1: Appointment time
    Patients will receive appointment communications via the MyChart patient portal and Hello World text notifications that display their appointment time.
  • Experimental: Arm 2: Arrival time
    Patients will receive appointment communications via the MyChart patient portal and Hello World text notifications that display their expected arrival time, set to 15 minutes before their scheduled appointment time.

Primary Outcome Measure

Difference between patient's arrival time and scheduled appointment time [ Time Frame: 1 day, day of appointment ]

Locations (1)

FacilityCityStateZIPSite coordinators
UCLA Health Department of Medicine, Quality OfficeLos AngelesCalifornia90095
Richard Leuchter
[email protected]
3109488828

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By research site
UCLA Health Department of Medicine, Quality Office· Los Angeles, CA

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