Background/Case Studies: Under an IRB-governed biomaterial recruitment protocol, interested individuals first submit an online interest form before being scheduled for a screening visit to determine donor eligibility and characterization to be added to our organization's dedicated white cell contributor bank. Despite manual reminders from the scheduling team, contributor appointment show rate for screening appointments and collections (those who showed up for their scheduled appointment) throughout 2022 averaged 38.75%. To bring consistency to contributor touchpoints, remove burdensome manual processes, and boost show rate, automated text message appointment reminders were launched in January of 2023.
Study
Design/Methods: Our biomaterial team tracks scheduled appointments, show rate, and cancellations weekly for all white cell collection screening and collection appointments at our dedicated collection facility. In evaluating and comparing this data throughout 2022 and the first quarter of 2023, we were able to identify the direct results of implementing automated appointment text reminders for contributors.
Results/Findings: Our scheduling team was manually reaching out to contributors to remind them of upcoming appointments throughout 2022. During that time, the quarterly show rate averaged 38.75%, or about 2 out of every 5 appointments. Beginning in January of 2023, an automated text message platform with approved appointment confirmation scripts was implemented. These active text messages requested a confirmatory response from the contributor 72 hours in advance of their appointment (“Reply Y (Yes) or N (No).”). Following the activation of this platform, show rates increased to an average contributor appointment show rate of 65% (or around 3 out of every 5 scheduled appointments). Conclusions: The implementation of automated text reminders, in line with industry best practices, brought a streamlined consistency to the appointment reminder process for white cell contributors. This automation reduced burdensome manual reminders from the scheduling team and provided a seamless user experience for contributors who could confirm or request a change to their appointment with a single character reply to a text message. This change showed a near immediate 66% increase in kept appointments (Figure A), much more in line with the industry average appointment show rate for medical appointments and allows our schedulers to optimize the schedule by re-scheduling cancellations efficiently, repurposing the time they used to call for reminders to active recruiting, and opening up appointments to reduce wasted schedule time.
Importance of research: As the cell and gene therapy market rapidly expands, blood centers are uniquely positioned to provide biomaterials for research to the broader field. Leveraging expertise in donor management and scheduling to mirror best practices is essential to ensuring a robust pipeline of compliantly consented contributors to provide starting biomaterials for research or further manufacturing. Understanding the tools available to optimize donor scheduling and experience is crucial to ensuring sustainability.
