Effectiveness of computer-generated telephone messages in increasing clinic visits

E. F. Dini, R. W. Linkins and M. Chaney
National Immunization Program, Centers for Disease Control and Prevention, Atlanta, Ga, USA.

OBJECTIVE: To evaluate the effectiveness of computer-generated telephone reminder calls in increasing kept appointment rates in a public health setting. DESIGN: Randomized controlled trial. SETTING: Public health clinic, Georgia. PATIENTS: Five hundred seventeen clients with scheduled appointments during a 4-week period at immunization, women, infant, and children; well-child; or family-planning programs. INTERVENTION: A single computer-generated telephone reminder 1 day before each client's scheduled appointment. MAIN OUTCOME MEASURE: Rates of kept appointments. RESULTS: Of the 277 clients assigned to receive the intervention, 144 (52%) kept their appointments, compared with only 78 (32.5%) of 240 who were not assigned to receive a message (P < .05). Improvement in kept appointment rates associated with receiving the message was highest for the immunization-program (183% increase, P < .05), with increases of 64%, 53%, and 44% for the well-child; women, infant, and children; and family-planning programs, respectively. CONCLUSIONS: These results suggest a simple and effective method to increase kept appointment rates in a variety of public health programs.

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