transforming how sponsors and cros interact with clinical sites
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Transforming How Sponsors and CROs Interact with Clinical SitesMarch 30, 2017
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About Perficient
Perficient is the leading digital transformation consulting firm serving Global 2000 and
enterprise customers throughout North America.
With unparalleled information technology, management consulting, and creative capabilities, Perficient and its Perficient Digital agency deliver vision, execution, and value with outstanding digital experience, business optimization, and industry solutions.
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Perficient ProfileFounded in 1997
Public, NASDAQ: PRFT
2016 revenue $487 million
Major market locations:Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chattanooga, Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Lafayette, Milwaukee, Minneapolis, New York City, Northern California, Oxford (UK), Southern California, St. Louis, Toronto
Global delivery centers in China and India
Nearly 3,000 colleagues
Dedicated solution practices
~95% repeat business rate
Alliance partnerships with major technology vendors
Multiple vendor/industry technology and growth awards
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Today’s Presenter
Param Singh• Director, Life Sciences• Leads clinical operations and
connected health initiatives• 9 years with Perficient• 15 years in life sciences
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54.2% of investigators complete just one study**One and done: Reasons principal investigators conduct only one FDA-regulated drug trial. Contemporary Clinical Trial Communications, Volume 6, June 2017, Pages 31-38.
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• The sponsor/CRO + site/investigator relationship imperative
• Reframing our understanding of sites/investigators as “customers”
• Customer experience (CX) methodology• Applying the CX process to sites/investigators• Taking the first step: customer journey mapping• Use Case: Duke University’s PI study• How Perficient can help• Additional resources
Agenda
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Why the Relationship with Sites & Investigators Matters• PI turnover reported @ 54.2%• Primary complaints:
1. Workload balance @ 63.8%2. Time requirements @ 63.4%3. Data and safety reporting @ 56.5%4. Dissatisfied with finance-related issues @ 46.0%
Conclusions:• Investigator retention is a serious
and expensive issue• Data-based insights like these help us
understand how to improve the relationship
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Reframing Sites & Investigators as “Customers”• Historically, sites and investigators have been
considered sub-contractors, independent contractors, extensions of the sponsor, maybe even partners
• In the “Age of the Customer,” it can be useful for sponsors and CROs to reframe clinical sites as “customers”
• Apply customer experience (CX) methodologies to the clinical site and investigator relationship
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Gather insights and develop a clear view of opportunities and gaps to be addressed
Develop vision and high level goals by framing opportunities, insights and objectives
Identify key initiatives along with operational, technical and platform requirements
Prioritize initiatives based on cost, effort and business impact to guide implementation
Context & Capability Insights
Vision & Goals
Strategy & Experience Modeling
Road Map & Execution Planning
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Execution & Optimization
CX Strategy & Road Map Process
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Applying the CX Process to Sites & Investigators• Start with understanding your customer (site
personnel, especially principal investigators)• Duke University’s study is one example
(primary research)• Other methods:
– Ethnographic research (observe)– Participatory studios (brainstorm together)– Usability testing (pilot solutions)
Context & Capability Insights
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Customer Journey Mapping
Awareness
Discovery
Attraction
InteractionParticipation
Cultivation
Advocacy
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Use Case: Duke’s Study
Primary complaints:1. Workload balance @ 63.8%2. Time requirements @ 63.4%3. Data and safety reporting @ 56.5%4. Dissatisfied with finance-related issues @ 46.0%
Awareness
Discovery
Attraction
InteractionParticipation
Cultivation
Advocacy
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Use Case: Duke’s Study• Strategy: Minimize the impact of the study on
the site’s resources, and pay sites correctly and promptly for the work that they do.
• Possible Solutions:• Subject recruitment via mobile apps• Self-administered subject prescreening
via mobile apps• Digitized informed consent• Clinical data collection via smart devices• Risk-based monitoring (RBM)• Investigator portal that includes:
• Automated notifications and reminders• Digital signatures and electronic document
submissions• Streamlined regulatory and safety reporting• Charts and graphs for quick visual snapshots• Automated workflows, including payment
inquiries/claims
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How Perficient Can Help• Connected Health: Customer relationship
tools and services– Data collection– Data analysis– Strategy development– Process design– Technology selection– Solution design and development– Implementation– Ongoing governance– Continuous improvement
• Perficient Digital: In-house digital agency– Strategy and planning– Experience design– Content studio– Digital marketing and analytics– Mobile and emerging technology– Digital experience platforms
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• Incorporating Digital Technology into Clinical Trials View On Demand
• Life Sciences is Going Digital: 30 Examples from Industry Leaders | Download
• Debunking the Top 7 Risk-Based Monitoring Myths Download
• Cultivating Patient-Pharma Relationships in the Digital Era | View On Demand
• State of the Life Sciences Industry | Download
Additional Resources• Perficient.com/SocialMedia• Facebook.com/Perficient• Twitter.com/Perficient_LS• Blogs.perficient.com/LifeSciences