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Interactive Voice Response Reminder Effects on Preventive Service Utilization

Department of Health Policy, Jefferson Medical College, Philadelphia, Pennsylvania, albert.crawford{at}jefferson.edu

Vanja Sikirica, PharmD

Department of Health Policy, Jefferson Medical College, Philadelphia, Pennsylvania

Neil Goldfarb, BA

Department of Health Policy, Jefferson Medical College, Philadelphia, Pennsylvania

Richard G. Popiel, MD

Health Outcomes and Research, Quality Management and Clinical Innovations, Horizon Blue Cross Blue Shield of New Jersey

Minalkumar Patel, MD

Health Outcomes and Research, Quality Management and Clinical Innovations, Horizon Blue Cross Blue Shield of New Jersey

Cheng Wang, MD

Health Outcomes and Research, Quality Management and Clinical Innovations, Horizon Blue Cross Blue Shield of New Jersey

Jeffrey B. Chu, MD

Health Outcomes and Research, Quality Management and Clinical Innovations, Horizon Blue Cross Blue Shield of New Jersey

David B. Nash, MD

Department of Health Policy, Jefferson Medical College, Philadelphia, Pennsylvania

This study evaluated the effects of interactive voice response (IVR) system reminders to managed care organization (MCO) members to obtain mammograms, Papanicolaou (Pap) tests, and influenza immunizations. The MCO identified 3 member cohorts and sent IVR reminders to get preventive services. Analyses employed claims data to examine relationships between IVR reminders and preventive service use 5 to 9 months postintervention among members without prior utilization. Multivariate logistic regressions controlling for age, gender (for influenza immunizations), and risk stratum confirmed hypothesized relationships between intervention and preventive services: mammograms, odds ratio (OR) = 1.263 (95% confidence interval [CI] = 1.104, 1.444); Pap tests, OR = 1.241 (1.107, 1.391); influenza immunizations, OR = 2.072 (1.665, 2.580). IVR reminders are associated with higher rates of mammograms, Pap tests, and influenza immunizations. Study limitations include unknown generalizability of results and possible self-selection. There is justification for more IVR interventions and research to enhance MCO members’ preventive service utilization.

Key Words: patient reminders • interactive voice response systems • HEDIS • breast cancer screening • cervical cancer screening • mammography • Papanicolaou tests (Pap tests) • influenza immunizations

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