Abstract
Objective
The objective was to study a redesigned call script for intrauterine device (IUD)
appointment scheduling.
Study design
The script for a Title X call center was redesigned. Pre- and postintervention data
were collected.
Results
For women with a scheduled IUD visit (n=99, pre n=57, post n=42), the preintervention IUD insertion rate was 47%; the postintervention insertion
rate was 60% (p=.23). Among women ≤25 years old, the preintervention rate was 41% and the postintervention rate was 68%
(p=.05). No-show rates decreased (40.4% vs. 23.8%, p=.08), particularly for younger
women (n=51; 46.9% vs. 15.8%, p=.04).
Conclusion
A revised IUD appointment scheduling script improved long-acting reversible contraceptive
uptake.
Implications
Revising an appointment scheduling call script is a simple and scalable intervention
to decrease administrative and clinical barriers to family planning services. As many
clinics in the United States move toward computerized and centralized call centers,
improving patient communication during the scheduling process may have a broad impact
on clinical efficiency.
Keywords
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References
- Unintended pregnancy in the United States.(Web. December 2013; found at)
- Contraceptive needs and services, 2010.Guttmacher Institute, New York2013 ([Found at: http://www.guttmacher.org/pubs/win/contraceptive-needs-2010.pdf])
- Title X: a critical difference.Contraception. 2014; 89: 71-72
Article info
Publication history
Published online: June 13, 2014
Accepted:
June 8,
2014
Received in revised form:
May 17,
2014
Received:
April 1,
2014
Footnotes
☆This research was funded by FPRPA006053 (PI: Gilliam) from the Office of Population Affairs. The content is solely the responsibility of the authors and does not necessarily represent the official views of the National Institutes of Health. The authors have no conflicts of interest to disclose.
Identification
Copyright
© 2014 Elsevier Inc. Published by Elsevier Inc. All rights reserved.
