Customer story · Ichor Research
Ichor Research Uses Stitch to Engage Hard-to-Reach, Hard-to-Retain Participants
Enrolling site nationally on one of their most recent studies
Of participants confirm their appointment through Stitch
Participant rating across 134 feedback surveys
Syracuse-based site was a top two enrolling site nationally on one of their most recent studies, using Stitch to reduce screening no-shows, improve participant communication, and reduce dropout.
“Stitch has provided us with an effective solution to increase screening conversion rates and reduce participant dropout without increasing the workload of our coordinators, our most valuable resource. The platform integrated seamlessly into our existing workflow, enabling us to expand patient volume while maintaining the same operational infrastructure. We love working with Stitch!”
Lisa Sonneborn
President of Clinical Trial Services, Ichor Research
Ichor Research, a dedicated clinical research site in Syracuse, New York, uses Stitch to reduce no-shows and protect coordinator time. Stitch is fully integrated with Ichor’s CRIO CTMS, so reminders and visit information go out automatically.
The problem
Many of Ichor’s studies, including those focused on substance use disorders, involve participants who are hard to reach and even harder to retain. On one of their most recent studies, Ichor was a top two enrolling site nationally.
The solution
Winning back no-shows
When a participant misses their screening visit, Stitch automatically sends a winback survey. It asks if they’re still interested and what the clinic could do to support their participation.
“Stitch sends them an automated survey and says, hey, we saw you missed your appointment. If you’re still interested, how do we help you? That made our next outreach more informed and helped us get those no-shows back in for screening. On difficult studies, every participant we get back in counts.”
Lisa Sonneborn
President of Clinical Trial Services, Ichor Research
Stitch reminders also carry directions, a link to Google Maps and parking instructions. Small details that help participants get to the site. Even the smallest hurdle can lead a nervous patient to give up or walk away from a screening visit. We need to remove as many barriers as possible, and open every line of communication to our potential volunteers.
Spotting disengagement early
When a participant who usually confirms starts to go quiet, the Ichor team knows to step in before the participant becomes a no-show or a dropout.
“If we saw people who had previously been really consistent about confirming, and all of a sudden they were becoming less consistent, it was like a mental red flag to us that this person was disengaging and we needed to call them to keep them engaged on the study.”
Lisa Sonneborn
President of Clinical Trial Services, Ichor Research
Visit-specific reminders, adjustable for difficult studies
Using Stitch, Ichor runs a higher, adjustable reminder cadence on its most challenging studies. On average 50% of participants confirm their appointment through Stitch, which halves the number of reminder calls Ichor’s coordinators need to make.
The results
Participants rate Ichor 4.82 out of 5
Ichor has collected 134 feedback surveys through Stitch, with 32% of participants giving their feedback. Participants consistently highlight friendly staff, clear study explanations, professionalism and quick, on-time visits.
“Lisa has been one of our closest partners from day one. She’s given us so much feedback, and what she’s taught us about engaging hard-to-reach participants is now part of the Stitch platform. She’s a true partner we love working with the Ichor team!”
Jonathan Moshinsky
CEO of Stitch
About Ichor Research
Ichor Research is a dedicated clinical research site in Syracuse, New York, co-founded in 2024 by Lisa Sonneborn and Kristen Stebbins. Ichor conducts studies in radiopharmaceuticals, neurodegenerative diseases, metabolic conditions and substance use disorders, with a focus on high quality data and exceptional care for patient volunteers.
About Stitch
Stitch is the patient engagement platform built for research sites. Stitch stops no-shows, shortens enrolment timelines and prepares participants for every visit. This creates a better trial experience for sites and participants. For more information, visit stitchhealth.co.
