Arrival Time Implementation to Improve On-Time Patient Arrival for Outpatient Visits Using Behaviorally Informed Messaging

What this Trial Is About

Researchers are investigating how changing the way appointment times are communicated to patients can improve on-time arrival for outpatient visits in primary care and related specialties. This clinical trial evaluates whether showing patients an explicit arrival time set 15 minutes before their scheduled appointment leads to earlier arrivals compared to the usual method of displaying only the appointment time and advising patients to arrive early. The study is part of UCLA Health's larger effort to enhance clinic flow and patient experience. The trial involves two groups: a control group where patients receive appointment times and instructions to arrive 15 minutes early via the MyChart patient portal and text messages, and a treatment group where patients receive an explicit arrival time displayed 15 minutes before their appointment on both platforms. The intervention is implemented at the clinic building level using cluster randomization across 37 clinic buildings. The study period lasts six months, preceded by a one-month washout period. Participants will have their arrival times recorded on the day of their appointment to measure how early they check in compared to their scheduled time. Researchers will analyze on-time arrival rates and early arrival rates, along with secondary outcomes such as appointment attendance, cancellations, patient satisfaction ratings, and clinic workflow metrics like patient room time and provider entry times. Data on participant demographics, visit types, scheduling details, and patient history will also be collected. The study runs through July 2026, with safety and operational monitoring throughout.

Arrival Time Implementation