Endocrinology Expertise & Case Studies

Diabetes

Global, Multilingual Patient Enrollment Screening: English- and French-speaking healthcare professionals prescreened Canadian callers for a number of Diabetes clinical trials, and referred eligible volunteers to sites conducting the trial in their local area. Multilingual operators were available for extended hours for the duration of the program.

Patient Enrollment Screening and Education: We assisted in protocol development for a complex clinical trial that required major nutritional intervention. Our staff developed specifics of the nutritional intervention, arranged delivery of meals, produced education materials, and set up the system for research participant enrollment and comprehensive nutrition counseling by Registered Dietitian agents. We also worked with the sponsor to devise a regional recruitment strategy to accelerate enrollment into the protocol.

Diabetes Trial Experience
Screened Calls	Referrals	% Referred	Duration (months)	# of sites
2,975	956	32.13%	4	16
1,417	386	27.24%	3	18
344	105	30.52%	2	12
3,218	1,393	43.29%	1	20
1,524	221	14.50%	2	31
64	26	40.63%	2	2
477	76	15.93%	5	68
4,524	1391	30.75%	2	75
29,328	3519	12.00%	8	165
4,053	656	16.19%	4	82
4673	617	13.20%	4	291
2869	247	8.61%	6	130
3,597	500	13.90%	3	291
61,366	11,189	24.75%

Nutrition & Weight Loss

Nutrition Counseling: We developed an outbound nutrition counseling telephone service utilizing Registered Dietitian operators as a customer relations component to the products customer support program. Our call center integrated the scheduling, scripting, hardware, programming, and reporting systems, long-distance, and other vendor services into our call center infrastructure. We further developed and processed personalized fulfillment materials.

Adverse Events Reporting and Consumer Education: Our call center managed an unprecedented multicultural and bilingual campaign that provided consumer education and adverse events reporting for an FDA-approved over-the-counter weight loss product. We communicated with 275,000 multilingual contacts via phone and email over the first nine months of the program and managed 30,000 message board entries in a given month for adverse events reporting and quality complaint handling.

National Education Campaign: We developed, implemented and managed this nationwide initiative, “Shaping America’s Youth,” to reverse the increasing prevalence of obesity and inactivity among children and adolescents. This included an online cross-sector survey of national efforts, an outbound survey of over 1,200 organizations, a toll-free support line, and an advisory panel of national experts.

Endocrinology

Social Media Monitoring: We conducted social media monitoring of a global pharmaceutical firm’s message boards on endocrinology-related websites in order to respond to quality complaints and transmit adverse events that may otherwise go unreported. Our savvy in new media is backed by more than 35 years of expertise in medical and healthcare communications experience, complex protocol capabilities, state-of-the-art technology, and superior quality assurance to this social media project.

Website Development and Search Engine Optimization (SEO): We redesigned the website of an industry leader in hormone imbalance testing and conducted a strategic communication campaign to drive additional web traffic. The laboratory benefited from the expanded health marketing technology and our experienced health professional staff as the educational campaign enhanced their success in the marketplace.

Inbound/Outbound Health Surveys: A national association of healthcare professionals and organizations dedicated to helping women achieve hormone balance selected our call center to manage a phone survey of 15,000 medical offices. Our operators handled sensitive issues with care and precision, and our capabilities provided channels for distributing clinical healthcare information to patients and physicians via call center operations, websites, and print materials.