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Arrival Time Implementation

Who can join

Ages 18 and older · All sexes

Inclusion Criteria:

* In-person outpatient appointments with clinicians at UCLA Health that fall into the study period
* Appointments scheduled for the department specialties of Primary Care, Pediatrics, or Internal Medicine, Med Peds
* Has an active MyChart status
* Opted in to receive SMS communications from UCLA Health
* Appointments classified as the following visit types:

  * Return
  * Well adult (physical)
  * Well child return
  * New
  * Well adult new (physical)
  * Well child (new)

Exclusion Criteria:

* Appointments at clinics that are not scheduled through the Patient Access Organization

About the study

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).

What is being tested

• Behaviorally informed appointment communications (behavioral)
• Control appointment communications (behavioral)

Sponsor: University of California, Los Angeles · Participants: 300,000 · Started: Jan 5, 2026

Contact the study team

Official record on ClinicalTrials.gov — NCT07314697

Locations in the U.S.

From ClinicalTrials.gov, data retrieved Sep 30, 2026. Each study sets its own eligibility; the study team decides who can join.