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Chronic Care Management/Patient Relationship Management Proof of Concept

This study has been completed.
Microsoft Corporation
EMC Consulting
Information provided by (Responsible Party):
Andrew W. Steele, MD, MPH, MSc, Denver Health and Hospital Authority Identifier:
First received: August 11, 2010
Last updated: October 29, 2014
Last verified: October 2014

This proof of concept study proposes to evaluate the feasibility of a communications-technology-based chronic care and patient relationship management program to improve diabetes self management among adult diabetic patients in an urban safety net population by providing between-visit reminders and chronic disease support through cell phone text messaging.

The investigators hypothesize that diabetic patients enrolled in the program will be less likely to miss scheduled appointments and will have greater perceived self-efficacy and improved patient satisfaction concerning chronic disease management. No-show rates among patients enrolled in the program are expected to be lower than among patients receiving standard care.

Condition Intervention
Diabetes Mellitus
Behavioral: Patient Relationship Management (PRM) Program

Study Type: Interventional
Study Design: Intervention Model: Single Group Assignment
Masking: Open Label
Primary Purpose: Health Services Research
Official Title: Chronic Care Management/Patient Relationship Management Proof of Concept

Further study details as provided by Denver Health and Hospital Authority:

Primary Outcome Measures:
  • Patient Engagement [ Time Frame: 3 months ]
    Patient engagement was assessed by patient text message response rates and average response times. Response rates were calculated as a percentage from the number of patient-initiated text messages sent in response to a system-generated request for information (the numerator) divided by the total number of system-generated requests for information (the denominator). Average response times were calculated from system-recorded time stamps for outbound requests sent and inbound patient-initiated responses received.

Secondary Outcome Measures:
  • Appointment Attendance [ Time Frame: 3 months ]
    As measured by no-show rates for appointments at all clinics during the study period, compared between intervention and control groups

  • Perceived Self-efficacy [ Time Frame: 3 months ]
    As measured by comparison of patient responses to validated assessment instrument administered at baseline and post-intervention

  • Glycemic Control [ Time Frame: 3 months ]
    Measured by patients' self-reported fasting blood glucose levels during the intervention period and compared to previous laboratory data in the medical record.

Enrollment: 47
Study Start Date: May 2010
Study Completion Date: May 2011
Primary Completion Date: March 2011 (Final data collection date for primary outcome measure)
Intervention Details:
    Behavioral: Patient Relationship Management (PRM) Program

    Patients will be contacted through SMS text messaging under the following circumstances:

    • 7 days, 2 days, and 1 day before scheduled appointments. Messages will contain the date, time, and location where the appointment is scheduled. Patients will be prompted to respond with 'YES' if they are able to keep their appointment, and 'NO' if they need to reschedule. An acknowledgement of receipt will be sent in response to all patient-initiated messages.
    • 3 days per week to request that patients respond with fasting blood sugar measurements. An acknowledgement of receipt will be sent in response to all patient-initiated messages.

Ages Eligible for Study:   18 Years to 76 Years   (Adult, Senior)
Sexes Eligible for Study:   All
Accepts Healthy Volunteers:   No

Inclusion Criteria:

  • patients with diabetes
  • receive care at a primary care clinic in the DH system
  • between 18 and 76 years of age
  • primary language of English or Spanish
  • ownership of a qualifying cell phone (SMS text capable)
  • ownership of a glucometer.

Exclusion Criteria:

  • life expectancy less than six months,
  • do not have or cannot use a phone or glucometer
  • do not want to participate
  Contacts and Locations
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Please refer to this study by its identifier: NCT01182480

United States, Colorado
Denver Health and Hospital Authority
Denver, Colorado, United States, 80204
Sponsors and Collaborators
Denver Health and Hospital Authority
Microsoft Corporation
EMC Consulting
Principal Investigator: Andrew W Steele, MD, MPH Denver Health and Hospital Authority
  More Information

Responsible Party: Andrew W. Steele, MD, MPH, MSc, Director, Medical Informatics, Denver Health and Hospital Authority Identifier: NCT01182480     History of Changes
Other Study ID Numbers: COMIRB 10-0257
Study First Received: August 11, 2010
Results First Received: July 11, 2012
Last Updated: October 29, 2014

Additional relevant MeSH terms:
Diabetes Mellitus
Glucose Metabolism Disorders
Metabolic Diseases
Endocrine System Diseases processed this record on April 28, 2017