A little help goes a long way.
Study sites try hard to enroll and retain study subjects. However sometimes sites are so busy working on everything they have to do on their end that they may not always be attuned to some factors that can make a big difference to people on the other end of the process, their customers. Other times, just a quick reminder helps site staff to put forth their very best customer service to make the study subject’s experience as positive as possible.
Real solutions from real people.
Many times, just easy tweaks can make a big difference to study volunteers, making or breaking their ability or desire to participate in a trial. These customer service tips are usually not costly, but have been proven in other industries to be effective in attracting and keeping clients. The tips below have been cited by study subjects as making a difference in their motivation to participate in clinical trials or by study sites that have found strategies that are effective toward this goal.
Feel free to think about how your site is doing and how you can make changes to do even better in the areas noted. And please feel free to send suggestions on what you have found to work best for these and other strategies to share with other study sites!
About the Author
Sherry Reuter is President of Sherry Reuter & Associates, LLC, a consulting firm that focuses on the conduct of clinical trials, site selection, study startup, training, and patient recruitment and retention. Sherry may be contacted at sreuter@gwu.edu or 203.775.6031.
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{ 5 comments… read them below or add one }
We have found that easing the financial constraints going to the clinical trial site comforts the patient and prepares them better for their appointment.
Providing assistance decreases their stress level.
Regards, Paul
Hi Paul,
Thanks for your response.
I am sure that providing an adequate and fair budget that will allow sites to cover the costs of conducting a trial without having to be concerned about losing money produces a staff that is happier about conducting the trial. Rather than being concerned about not having enough money to do what is needed, being frenzied due to lack of adequate headcount or seemingstressed, irritated or frustrated about a trial, the staff can concentrate on the study subject and conducting the trial.
Are there other ways you feel that easing financial constraints for sites comforts patients and prepares them for their appointments?
As Jae noted, whatever can be done to help sites will affect the patients in a positive way, and keeping study subjects happy means better recruitment and retention, which in turn make sites and sponsors happy!
Kind regards,
Sherry
LinkedIn Group Reply [Site Selection, Activation & Communication]
Christine Pierre:
Sherry – Great list! At RxTrials we use a similar list, albeit it there are only about 6 questions we ask the volunteers to rate (we think we’ve asked enough of them up to that point and want to minimize the request). We also include a certificate of appreciation for their participation as part of the piece. A little goes a long in helping ensure our volunteers feel the application they deserve. ckp
LinkedIn Group Reply [Site Selection, Activation & Communication]
Charlie Speno:
Ditto on the great list and the fact Sherry points out that enrollment challenge begin at the site having the time resources to implement patient recruitment and retention plans. We find that when supporting the sites as their back office enrollment specialist that it is the little things that go a long way in honing on key indicators like increased screening and enrollment. Simple tools and communications(not over communicating) allow the sites to focus on steps to successful enrollment. Have a great week!!
LinkedIn Group Reply [Site Selection, Activation & Communication]
Sherry Reuter:
Dear Christine and Charlie,
Thanks for confirming that sometimes little things can go a long way to help sites. By “little” I mean that strategies do not need to be complex or expensive to be effective or appreciated. I would love to hear specific things that help sites the most from everyone.
Regards,
Sherry