Customer story · Tribe Clinical Research
How Tribe Clinical Research uses Stitch to make patient experience a priority
Patient rating for the sites across 156 surveys
Of patients share feedback
Of patients actively engage with Stitch
“I look at Stitch almost every morning. Just to check where we’re sitting and making sure everything’s going well at our sites. The feedback has been monumental for us to be able to track our patients’ experience and show that as part of our story.”
Cole Bensch
Senior Manager, Strategic Planning, Tribe Clinical Research
Tribe Clinical Research is a research organization in South Carolina that runs clinical trials in a variety of therapeutic areas for children and adults at its 3 independent and 6 embedded sites. Tribe has managed over 300 clinical trials. It uses Stitch across its sites for pre-visit reminders, compliant two-way texting, visit confirmations, patient feedback, and Google reviews.
The problem
No way to track patient experience
Tribe Clinical Research (TCR) has always focused on providing an excellent patient experience. But the team had no consistent way of tracking it.
Without structured feedback, issues were difficult to see early. Coordinators and investigators also had no clear way to see how much their work mattered to patients.
The solution
Clear, professional communication with patients
Patients get clear instructions for each visit
Stitch sends TCR’s patients clear pre-visit instructions, so they arrive knowing what to expect and how to prepare. 85% of TCR’s patients engage with the Stitch platform.
Patients confirm their visit
In the last month, 60% of patients confirmed their visit through Stitch. That shows the team exactly which patients still need a call, so they can prioritize their time.
Patients share their experience
After each visit, patients share how it went, and 45% of them leave feedback. Tribe tracks every response, spotting issues early and sharing positive reviews with the team.
“We’re really enjoying the surveys and the feedback and knowing exactly which coordinators are getting shout-outs.”
Amanda Whitehead
Director of Operations, Tribe Clinical Research
A daily view of every site
Stitch’s analytics give Tribe one place to see engagement, confirmations, and feedback across its sites. The team checks Stitch almost every morning, and leadership can see how the sites are doing without having to look anywhere else.
The results
Happy patients. Fulfilled teams. Meaningful impact.
4.92 out of 5 across 156 surveys. Tribe Clinical Research’s patients rate their experience almost perfectly, and now the TCR team knows why.
Tribe’s coordinators love seeing patient feedback, often with their own names in it.
“Our staff are pumped with the survey responses. They’re really excited to see that because we’re really trying to make patient experience a priority.”
Cole Bensch
Senior Manager, Strategic Planning, Tribe Clinical Research
15 new Google reviews. Patients who complete feedback are invited to share their experience on Google, driving more Google reviews.
Peace of mind. With feedback coming in after every visit, Tribe Clinical Research knows its patients are happy and can act quickly when patients report a less than 5-star experience.
“There’s nothing more rewarding than hearing how we’ve made a difference for our patients. Stitch allows us to celebrate those moments while making sure every patient feels heard, valued, and cared for. We have all loved using Stitch!”
Kaitlyn Julian
Patient Care Operations Manager, Tribe Clinical Research
Key takeaways for research sites
- Give patients a voice within the organization. Consistent feedback turns great care into something you can track and prove.
- Share feedback with your team. Shout-outs show coordinators and staff the impact of their work.
- Use confirmations to prioritize calls. Focus the team’s time on calling patients who haven’t confirmed.
- Make sure happy patients share in public. Invite patients who leave feedback to share it on Google.
