Medicaid members respond to refill reminder in double digits

Intervention improves refill rates 14% to 18% for chronic conditions

March 21, 2020

First (known) study of Medicaid member refill letter improves refill rates 14% to 18% for chronic conditions

This study assessed the impact of a member letter campaign on refill rates among Medicaid members for three chronic conditions: depression, oral diabetes drugs and asthma. Prime and Health Care Services Corporation (HCSC) found that letters drove a 14-18% higher rate of refilled prescriptions in all three chronic drug therapy categories. Results were compared to a randomized control group.

The program had a compact timeline for contacting members. Letters were mailed to members if seven or more days had lapsed since their prescription supply ended. Member files were pulled weekly.

This is the first study of its kind assessing the impact of a refill reminder letter from a health insurer to Medicaid members. Study planners originally thought address quality might be an issue; but only 0.5% of missed refill member mailings were returned to sender. This meant the database of addresses for the population was reliable. The Academy of Managed Care Pharmacy (AMCP) recognized this research with a gold award.

Medicaid Missed Refill Letter Intervention Impact on Refill Rate versus Randomized Control (Fall 2019)

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