Customer story · West Clinical Research

How WCR Improved Enrollment While Slashing Admin Time

November 2024

27%

Reduction in no shows

97%

Participant usage

18%

Increase in enrollments

Implementation time

West Clinical Research (WCR) have proven a 27% reduction in no-shows by running an A/B test on adding automated messaging and patient communications powered by Stitch.

Challenge

WCR wanted to reduce no shows, improve their trial participants experience, and cut out manual work sending appointment reminders.

Solution

Automatically send email and SMS reminders for all visits, with all the info participants need, in WCR branding — by integrating directly with their CTMS.

Results

WCR was in the top 10 enrolling sites globally out of 350+ sites.

WCR’s patient comms system was designed for Doctor’s offices. It was very text based, and required a lot of manual work from the WCR team to ensure patients got the right information, at the right time. This included checking upcoming visits on a daily basis, understanding the different requirements for each of them, and manually sharing these with patients by phone and SMS.

They wanted to see if extending their best in class process with Stitch could improve their participant experience, increase their enrollment rates, and reduce the manual work needed to get participants to show up, ready.

To test this, they decided to run an A/B test on including Stitch in an upcoming vaccine study.

Stitch was implemented in 2 hours, including a CTMS integration with CRIO, and ~50% of participants who applied to join a trial at WCR received email and SMS appointment reminders, in WCR branding, with all the information that they needed.

West Clinical Research branded screening visit reminder email with options to confirm attendance or view visit details

Taking inspiration from consumer experiences, they also implemented a ‘Winback’ survey to better understand why participants did not attend their appointments, and if there was anything they could do to make it easier for them to attend. This let them re-engage participants who had been lost to follow up, giving them another opportunity to join the study.

As a result of their process, and the incremental enrollments from Stitch, WCR was in the top 10 enrolling sites globally out of 350+ sites. Given these results, they are now rolling out Stitch across their entire participant group.

Bar charts comparing participants without and with Stitch: no shows fell 27% and enrolled participants rose 18%

“Stitch gives our participants a user interface that pulls clinical research into this decade; with beautiful design, useful information about their visit, and the ability to give feedback in a seamless platform. The best part is that workload has been REDUCED on our coordinators and administrative team by adding this system to our tech stack. Manual appointment reminders are now a thing of the past.”