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Site and Patient Engagement - Strategies for Improving Retention


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Presentation by John Reites at the CBI Real World Data and Late Phase Summit on 06Nov2014.

Published in: Health & Medicine
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Site and Patient Engagement - Strategies for Improving Retention

  1. 1. © Copyright 2014 Quintiles Site and Patient Engagement Strategies for improving retention John Reites Sr. Director, Product and Strategy Health Engagement & Communications
  2. 2. 2 PATIENT: John Reites ADDRESS: 123 ANYWHERE WAY HERE, NC 00000 PATIENT ID: #012-064 DATE: FEB 28 2011 PHONE: 999-555-5555 PATIENT ID CARD
  3. 3. 3 Patients are ready to engage
  4. 4. 4 “Give me six hours to chop down a tree and I will spend the first four sharpening the axe.” Abraham Lincoln
  5. 5. 5 Understand the global landscape 0% 20% 40% 60% 80% 100% Not Allowed Appreciation Items Travel & Meal Vouchers Patient Education Contact & Reminder Services Most Effective Retention Tools Quintiles Study Sites Europe/Middle East/Africa USA/Canada Asia Pacific Latin America Quintiles Site Intelligence Investigator Profile Questionnaire Regulatory, privacy, cultural and digital enablement knowledge
  6. 6. 6 Connect insights Engage patients to develop better protocols and patient engagement strategies Recruit targeted patients through Quintiles patient communities and/or digital outreach Collect de-identified data from patients in days not weeks Confirm the patient profile and develop research questions 2 3 Gain actionable insights of patient needs, beliefs and behaviours for your program 4 1
  7. 7. 7 Direct-to-patient Innovative strategies to engage patients directly through multi-channel approaches Direct-to-patient community engagement with digital escalation to call center • Multi-channel via web, email, SMS (text), mobile, survey • Retention content • Visit/compliance reminders • Direct-to-patient reimbursement Contact patients directly to collect data • Electronic patient-reported outcomes (ePRO) • e-Diaries and other non-validated surveys • Safety signal data for escalation to sites • Digital health devices • Virtual tele-health • Call center data collection and integration Proper consent and proactive engagement enables outreach • Digital first follow-up via an automated response process • Escalation to call center for follow-up with patients or their friends/relatives if the site loses contact with the patient Engagement Data collection Lost to follow-up Recruitment Recruit patients directly and/or through the investigator • Supplemental recruitment • Pre-recruitment in advance of studies • Retention content
  8. 8. 8 Data system integration Investigator registers & consents patient Centralized patient engagement Enhanced patient experience innovates data collection and improves long-term retention Researcher Patient v Reporting, optimization & analytics Digital welcome email/text • Registration confirmation email/SMS • Participation highlights • Initial engagement content Engagement content • Newsletters • Video • Surveys • Visit reminders • Time/effort payments • Thank you Retention escalation • Custom triggers enact digital escalations • If digital not effective, triage to Call Center Safety signaling escalation • Survey to confirm if key safety event occurred • If yes, escalate to Call Center for follow-up Alumni opportunity • Final satisfaction survey • ClinicalResearch .com invite and/or future contact reminder Data collection • ePRO (validated & non-validated) • Call Center PRO • Digital health device v
  9. 9. 9 Source: “What matters now is trust, permission, remarkability, leadership, stories that spread and humanity: connection, compassion, and humility” – Seth Godin The Icarus Deception
  10. 10. 10 Branding is important Waiting room Doctor’s office Home Consistent messaging that is supportive of the researcher and study
  11. 11. 11 Source: HRI Consumer Survey, PwC, 2013
  12. 12. 12 Scientific design with a focus on experience Scientific Protocol and Operational Design Patient and Site Experience Better Retention Outcomes