The objective was to study a redesigned call script for intrauterine device (IUD) appointment scheduling.
The script for a Title X call center was redesigned. Pre- and postintervention data were collected.
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).
A revised IUD appointment scheduling script improved long-acting reversible contraceptive uptake.
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.
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- Title X: a critical difference.Contraception. 2014; 89: 71-72
Published online: June 13, 2014
Accepted: June 8, 2014
Received in revised form: May 17, 2014
Received: April 1, 2014
☆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.
© 2014 Elsevier Inc. Published by Elsevier Inc. All rights reserved.