Customer story · K2 Medical Research
K2 Medical Research partners with Stitch to increase show rates and engage patients before their first visit
Of no-shows asked to reschedule
Left feedback on their K2 visit experience
Of patients watch the welcome video before their visit
K2 partnered with Stitch to engage patients at the start of their journey, driving show rates for pre-screening and screening appointments.
“In certain indications, half of scheduled screening visits can go unattended, a challenge the entire industry faces. Stitch is the first partner that has helped us meaningfully reduce it. Their patient communication strengthens engagement, improves study performance at our sites, and gives our patients an experience they genuinely appreciate.”
Sean Stanton
Co-Founder & CEO, K2 Medical Research
K2 Medical Research is a clinical research site network headquartered in Orlando, Florida, built to bring the communities it serves “Tomorrow’s Treatments Today” by introducing clinical research as a care option. K2 operates eight sites across three states and has been building momentum with the addition of a new Chief Commercial Officer and the launch of its Foxboro, MA location, expanding its presence in one of the most important biotech markets. K2 is also building the infrastructure and expertise to support next-generation therapeutics, including gene and cell therapy programs, where site requirements, patient populations and operational complexity go well beyond traditional trial models.
The problem
Every no-show impacts recruitment
K2 runs studies across a range of therapeutic areas with strong practices in neurology and mental health, where patients not showing up for screening appointments is a constant challenge. Every missed screening visit is a slot on the schedule that another participant could have taken and a setback for study enrollment.
Often no-shows went silent, so it was difficult to re-engage these potential participants. Calls went to voicemail, texts went unanswered, and the team had no way of knowing why someone hadn’t come in or whether they still wanted to take part.
K2 needed a way to improve attendance, help patients prepare for their study visit, and win back patients who no-showed and went quiet.
The solution
Know who’s coming, win back no-shows
Meeting the PI before the first visit
K2 recorded a 90 second welcome video featuring Principal Investigator Dr. Brandon Lenox, who introduces himself and tells participants what to expect. Participants receive a link to the video through Stitch ahead of their first visit, so they arrive knowing who they’ll meet and what’s going to happen. Around 70% of patients scheduled for a screening appointment watch the video.
Turning silence into a signal
78% of K2 participants actively engaged with Stitch, with 62% of all participants confirming their visit. Those who don’t confirm are 5x more likely to no-show. That signal helps the K2 team prioritize their calls and, when someone doesn’t answer, they know where to double book.
Winning patients back
When a participant misses a visit, Stitch automatically sends a winback survey. It asks if they’re still interested and what would help them come back.
“Like any research site, we have patients who don’t show up for scheduled screening appointments for a variety of reasons. With Stitch, we’ve been able to re-engage some of those patients and get them back on the schedule for screening. These are patients who may otherwise get lost because they are often nonresponsive to traditional recruitment efforts.”
Stephanie Cassidy
Senior Director of Clinical Assessments and Enrollment Strategy, K2 Medical Research
The results
Increasing scheduled to screen conversion
21% of no-shows completed winback surveys and were open to reschedule. Many of these participants had missed a visit and were unreachable by the team until they completed the survey.
4.7 out of 5 rating. 40% of K2 participants leave feedback through Stitch. They consistently mention the caring staff, clear information provided, and visits completed on time.
Significant increase in Google reviews. Every participant who completes feedback is invited to leave a Google review through Stitch. Since going live, K2 has doubled their Google reviews, dramatically increasing the average rating at specific sites in just 8 weeks.
“Stitch has been a great partner. The K2 team has enjoyed working with them and their product. It’s highly effective and efficient, with a significant ROI for K2.”
Mike Ames
CFO, K2 Medical Research
Key takeaways for research sites
- Set clear expectations. Help patients understand where to go, who they will see, and how to prepare for the first visit.
- Make it easy to reschedule. Patients often prefer a simple survey they can complete on their own time over a phone call.
- Humanize the study. A PI welcome video helps participants feel comfortable and reduces anxiety before they walk in.
- Ask every participant for feedback. Patients want to share their experience, and listening helps the site learn and improve.
