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Arrival Time Implementation
Sponsor: University of California, Los Angeles
Summary
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 Details
Gender
All
Age Range
18 Years - Any
Study Type
INTERVENTIONAL
Enrollment
300000
Start Date
2026-01-05
Completion Date
2026-07
Last Updated
2026-02-10
Healthy Volunteers
No
Conditions
Interventions
Behaviorally informed appointment communications
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
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."
Locations (1)
UCLA Health Department of Medicine, Quality Office
Los Angeles, California, United States