title: Impact of a revised appointment scheduling script on IUD service delivery in three Title X family planning clinics.
abstract: OBJECTIVE
  The objective was to study a redesigned call script for intrauterine device (IUD) appointment scheduling.
  
  
  METHODS
  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).
  
  
  CONCLUSIONS
  A revised IUD appointment scheduling script improved long-acting reversible contraceptive uptake.
  
  
  CONCLUSIONS
  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.
authors.affiliation: Section of Family Planning & Contraceptive Research, Department of Obstetrics & Gynecology, The University of Chicago, Chicago IL. Electronic address: mgilliam@babies.bsd.uchicago.edu.
authors.forename: Melissa L
authors.initials: ML
authors.lastname: Gilliam
authors.affiliation: Section of Family Planning & Contraceptive Research, Department of Obstetrics & Gynecology, The University of Chicago, Chicago IL.
authors.forename: Stephanie Q
authors.initials: SQ
authors.lastname: Mistretta
authors.affiliation: Section of Family Planning & Contraceptive Research, Department of Obstetrics & Gynecology, The University of Chicago, Chicago IL.
authors.forename: Summer L
authors.initials: SL
authors.lastname: Martins
authors.affiliation: Center for Healthcare Studies, Institute for Public Health and Medicine, Feinberg School of Medicine, Northwestern University, Chicago IL.
authors.forename: Jane L
authors.initials: JL
authors.lastname: Holl
mesh_terms: D000554:Ambulatory Care Facilities; D001071:Appointments and Schedules; D005193:Family Planning Services; D005260:Female; D006801:Humans; D007434:Intrauterine Devices; D010342:Patient Acceptance of Health Care; D013689:Telephone
keywords: Adolescent; Clinical efficiency; Contraception; FMECA; Intrauterine device; Risk assessment