Leveraging RealTime-CTMS Tools for Recruitment Success - December 2018 Version 1.0
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
TABLE OF CONTENTS I. Building A Powerful Database ............................................................................................................................. 5 A. Complete Subject Records Provide Maximum Benefit ................................................................................... 5 1. Demographic Basics ...................................................................................................................................... 5 2. Capture Multiple Contact Methods ............................................................................................................. 6 B. Subject Matching and Outreach ....................................................................................................................... 7 II. Setting up RealTime-CTMS for Advanced Advertising ........................................................................................ 7 A. Table Management ........................................................................................................................................... 7 1. Referral Sources Table .................................................................................................................................. 8 2. Advertising Channel Table ............................................................................................................................ 9 B. Advertising Vendor Setup .............................................................................................................................. 10 III. Lead Generation with RealTime-CTMS Tools .................................................................................................... 11 A. Website Integration ....................................................................................................................................... 11 1. Advanced Application Form Options ......................................................................................................... 13 B. Facebook API .................................................................................................................................................. 14 C. Text Keyword Marketing ................................................................................................................................ 15 D. Setup of the SubjectWell Integration ............................................................................................................ 15 IV. Setting up Campaigns in the Study Recruitment Campaign Manager.............................................................. 16 V. Remarketing 101 ................................................................................................................................................ 18 VI. Connecting and Staying Connected with Subjects ............................................................................................ 19 A. MailChimp Integration ................................................................................................................................... 19 1. Subject Marketing Emails ........................................................................................................................... 19 2. Sponsor/CRO Emails ................................................................................................................................... 19 B. Subject Matching Report................................................................................................................................ 19 1. Connect by Phone.......................................................................................................................................... 21 2. Study TEXT Alerts .......................................................................................................................................... 22 3. Mass Email ..................................................................................................................................................... 22 C. Direct Text Messaging .................................................................................................................................... 23 D. Auto Text Response to Study Applicants ....................................................................................................... 23 VII. Call Center Best Practices ..................................................................................................................................... 25 A. Enable Contact Outcomes .............................................................................................................................. 25 B. What is a Good Lead Follow-Up? ................................................................................................................... 25 C. Elements of a Good Phone Screen ................................................................................................................. 26 Version 1.0 www.realtime-ctms.com 2
APPENDIX .................................................................................................................................................................... 27 Appendix A- Setting Up Facebook Lead Generation API Connection........................................................................ 28 Appendix B- SubjectWell Integration Instructions..................................................................................................... 30 Appendix C- Website Integration ............................................................................................................................... 39 Appendix D- Setting Up MailChimp API ..................................................................................................................... 41 Appendix E- Subject Matching.................................................................................................................................... 45 Version 1.0 www.realtime-ctms.com 3
RealTime-CTMS Is Awesome For Helping with Site Recruitment! The information in this Recruitment Manual will give a clinical research site the knowledge and power to be a top-enrolling site! RealTime has more capabilities and features than any other CTMS (Clinical Trial Management System), so investing the time to read this manual and fully implement RealTime’s capabilities and the recruitment best practices detailed in this manual will help ensure that RealTime-CTMS maximizes a site to its full potential and will be an enrollment leader time-and-time again. As always, contact RealTime support for questions or further assistance with RealTime-CTMS implementation and ongoing utilization. I. BUILDING A POWERFUL DATABASE For most sites and in most therapeutic areas of clinical research, building a database of potential research subjects and leveraging that database to boost enrollment is a great way to be a consistently top-enrolling site. Less than 20% of the general population is interested and willing to participate in a clinical trial. This fact, combined with the complex inclusion/exclusion criteria that is found in study protocols, makes database building a critical component to the recruitment success for many sites around the globe. RealTime-CTMS has numerous features to simplify and streamline the database building process. Furthermore, once a robust database of potential subjects is built, the following sections of this manual will demonstrate how to use additional features of RealTime-CTMS, along with best practices, to put the database to work for a site. A. COMPLETE SUBJECT RECORDS PROVIDE MAXIMUM BENEFIT To fully benefit from a RealTime-CTMS database of potential subjects, a site should establish business processes to ensure that as much information as possible is gathered from each new subject that is added to the database. There may be cases whereby only limited information is available, but the simple rule of thumb is: “the more information that can be gathered, the better”. 1. DEMOGRAPHIC BASICS: Basic demographic information of each potential subject should always be collected. The Subject Profile Tab is where this information will be collected. Essential demographic items that recruiters should strive to collect are: Name, Gender, DOB, Race, Ethnicity, Zip Code and multiple contact methods (covered below). With just this demographic information, a site can filter search results for potential subjects based on age, gender, race, ethnicity and location. Version 1.0 www.realtime-ctms.com 5
2. CAPTURE MULTIPLE CONTACT METHODS: Since people tend to move around and change phone numbers, it is important to gather as many forms of contact as possible. Further, RealTime-CTMS has built-in reports and automation to identify and contact potential leads utilizing many different methods (all covered in this manual). A. Email: While people often move around and change phone numbers, email addresses rarely change, so collecting an email address can be a very valuable identifier that will keep subjects connected. B. Mobile Phone: Multiple phone numbers are great, but the most important number to collect is a mobile number. Mobile numbers open up the opportunity to TEXT subjects for numerous reasons. Texting is currently the most effective from of communication available today, so be sure to capture a mobile number and follow TEXT opt-in procedures as recommended in the RealTime-TEXT manual. C. Zip code: While a complete address is good, unless paper mail is being sent out, addresses are rarely used, BUT, zip codes can be very useful in RealTime-CTMS. When searching for subjects based on their zip code, RealTime can locate all subjects within a selected mile radius of a zip code. This is called Pin mapping. can also be easily accomplished with zip codes to determine where the greatest concentrations of potential subjects live, so if nothing else, GET A ZIP! D. Enter Medical/Medication History: Top-enrolling sites build databases with subject records that include medical history. The depth and completeness of each subject’s information may vary, but hopefully site processes help to gather at least the primary diagnosis and medications of each subject entered. Refer to the RealTime-CTMS User Manual for coding of patient demographics and medical history information within the Subject Tabs. Version 1.0 www.realtime-ctms.com 6
B. SUBJECT MATCHING AND OUTREACH Once the above methods for capturing subject demographic and medical history have been implemented and implementing the forthcoming tactics detailed in this manual to build a robust database, it is time to maximize enrollment success. A site will be able to effectively mine the RealTime database to proactively identify and reach out to potential subjects, possibly prior an the upcoming SIV, and schedule subjects for pre-screening and screening visits can help the site be a first and top-enroller. See detailed instruction on running the Subject Matching Report in Section 6.B. of this manual. II. SETTING UP REALTIME-CTMS FOR ADVANCED ADVERTISING A. TABLE MANAGEMENT In order to fully utilize the features of RealTime-CTMS for recruitment, it is important to set up the database tables for Referral Sources, Advertising Channels, and Vendors. Once these tables are properly configured, tracking of general referral sources, specific ad channel referral sources and vendor effectiveness, costs and reimbursements will all be possible. RealTime has built-in automation that will automatically recognize a subject’s general selection of how they were referred to a study and will re-code the referral source to a specific ad campaign in the Campaign Manager, giving that campaign credit for the referral and allowing automated metrics to be tallied. An example of this automated referral source coding would be if a subject selects “Newspaper” as their general referral source for the ABC Study when applying. Since there is an active newspaper ad campaign for the ABC Study, specifically, the ad is in the Daily Tribune owned by the vendor of Acme Printing, RealTime will automatically re-code the subject’s referral source to the specific Daily Tribune ad campaign, giving the campaign and vendor credit for the referral. The only instance in which RealTime would not be able to perform this auto-coding would be when there happened to be more than one active campaign in the campaign manager utilizing the same general referral source (such as Newspaper). RealTime would not be able to know which campaign was responsible for the referral. In this case, RealTime will keep the referral source as the general referral source selected by the applicant. It would be up to the site staff to ask the subject which specific channel (i.e. newspaper) they saw the study advertisement in and code the referral source to the specific ad ID in the RealTime campaign manager accordingly. Version 1.0 www.realtime-ctms.com 7
1. REFERRAL SOURCES TABLE: This table should encompass all general methods in which potential subjects will find and apply for actively enrolling studies. The goal of this table is to provide applicants with a short list of options that are easily recognizable for them to select when applying. Examples of general referral sources would be: Radio, Newspaper, Health Fair, Television, Online Classified, Billboard, Central Campaign, etc. Some exceptions to keeping referral sources general would be online channels such as Facebook, Google Search, Craigslist, etc. The reason that these specific sources should be added to the referral sources table is to be able to differentiate between the various online sources and this specificity will help RealTime and staff code referrals to the specific ads that were displayed to the subject (covered in upcoming sections). Lastly, referral sources can be set to be Web Enabled or not. By checking a referral source as Web Enabled, the option will be presented to subjects when they apply online. Referral sources that are NOT checked as ‘Web Enabled’ will only be visible to RealTime-CTMS users. RealTime-CTMS users will be able to see all referral sources whether they are Web Enabled or not. This will be important for RealTime users to accurately code, or re-code referral sources to the proper sources when new subject applications or referrals are received in RealTime-CTMS. Version 1.0 www.realtime-ctms.com 8
2. ADVERTISING CHANNEL TABLE: Only very specific Advertising Channels should be added to this table. Examples of this would be 96.1 FM, Channel 5 - ABC, The Local Tribune, Facebook, Google AdWords, Craigslist, Clinical Connection, MyLocalStudy.com, StudyKIK, Acurian, Diabetes Health Fair – ABC Expo Center, Alzheimer’s Walk – Alz Assoc., Billboard on Main St. and 4th Avenue, etc. To further differentiate between the various methods that can be used within the channel, consider creating multiple channels for advertising platforms. For example, with Facebook Channels add: Facebook – Organic, Facebook – Traffic, and Facebook – Lead Generation. For the daily Tribune, create channels for the potential sections that can run ads in such as: The Daily Tribune – Classified, The Daily Tribune – Metro Section, The Daily Tribune – Sports Section, etc. Once the specific Advertising Channels are created, they can be mapped to the general referral sources (as set up in the Referral Sources Table). Examples of this would be: Channel 5 – ABC would be mapped to Television, Mix 96.1 FM would be mapped to Radio, Daily Tribune would be mapped to Newspaper, Facebook - Organic would be mapped to Facebook, Facebook – Traffic would be mapped to Facebook, Google AdWords would be mapped to Google Search, Billboard on Main St. and 4th Avenue would be mapped to Billboard, etc. Version 1.0 www.realtime-ctms.com 9
B. ADVERTISING VENDOR SETUP The last step in preparing RealTime for advertising campaign management and automated referral source coding is to set up Vendors. Vendors are entities that are paid for advertising and are the companies that own the channels that a site is running the ads on. Vendors are set up in the Administration>Manage Entities>Advertisers section in the CTMS. A user that has the privilege to Manage Entities will need to help set up the Advertisers. Once the general information of an Advertising Vendor is set up in the Advertiser’s profile, applicable advertising channels should be selected for the Advertiser. For example, Cox Media may own and manage the billboard on Main St. and 4th Avenue, Mix 96.1 and Channel 5 – ABC. For Facebook, select the Channels of Facebook – Traffic, Facebook – Organic and Facebook – Lead Generation. For the Daily Tribune, select all the various sections of the Tribune that were created in the Advertising Channel table. Version 1.0 www.realtime-ctms.com 10
III. LEAD GENERATION WITH REALTIME-CTMS TOOLS Once RealTime tables are complete with advanced advertising, it is time to track advertising campaigns effectiveness, generate leads, and start building a robust database faster than ever. The tools detailed below will give a site the ability to capture leads from multiple channels. A. WEBSITE INTEGRATION RealTime-CTMS has an efficient way to list studies on the company website, create landing pages and study-specific application forms for each study, all from within RealTime-CTMS. This solution is also optimized for mobile visitors which likely represent greater than 80% of all website visitors. Further, when an interested potential subject completes a study form to “apply” for the study, their information is delivered directly into RealTime-CTMS and into the study recruitment roster for which they applied. The website integration can integrate with almost any type of website, including WordPress as RealTime has an App designed Specifically for WordPress. Version 1.0 www.realtime-ctms.com 11
Once the listed actively enrolling studies are listed and the landing pages are available, it is time to start driving traffic to the website with outside advertising to include traditional and digital methods. Good search engine optimization (SEO) practices will also help potential subjects find the company website and active studies. For digital marketing, each of the actively enrolling studies that are pushed out to the company website from RealTime-CTMS will have a study-specific URL that can be used for online advertisements, online classified ads and social network posts. Those who click on this link will land onto the mobile-optimized landing page and their applications will drop directly into RealTime-CTMS. An email notification will alert all referenced staff to the applications and the status of the applicant can be tracked in the study recruitment roster. Version 1.0 www.realtime-ctms.com 12
1. ADVANCED APPLICATION FORM OPTIONS: RealTime’s Website Integration solution uses a simple, general application form by default. Generally, a site will receive the most applications from a general form with less fields for applicants to enter as compared to a more complex form with more fields to complete. Some sites may want to utilize a more advanced application form that will allow applicants to report medical history and other advanced demographic information. Here is an example of an advanced application form: To enable the advanced form feature, an Admin user will need to enable it in the Configuration section of the CTMS and select the fields to include in the form. Fields can also be selected as Optional or Required fields. To learn more on how to implement the RealTime-CTMS website integration solutions, contact RealTime Support to have the solution installed for free! Version 1.0 www.realtime-ctms.com 13
B. FACEBOOK API Facebook is a very effective advertising channel to market sites and studies. Of course, organic posts can be very effective once a Facebook following is built. With organic Facebook posts, a URL can be included to the company website listing which will drive traffic to the website landing page. Posts are also promoted with landing page URLs as well to drive additional traffic. RealTime can connect to the Facebook API to maximize lead generation. Utilizing the Facebook Lead Generation API requires knowledge of running Facebook Lead Generation ads, connecting the Facebook forms to RealTime-CTMS and linking the Facebook campaigns to campaigns in the Study Campaign Manager in RealTime. Please reference Appendix A- Facebook Lead Generation API Connection Instructions in this manual. Version 1.0 www.realtime-ctms.com 14
C. TEXT KEYWORD MARKETING If a site has the RealTime-TEXT add-on, then it can be set up with one or more TEXT keywords for the site. For example, if a site has a keyword of “StudyYES”, then it can be marketed in the local community for anyone interested in receiving information about enrolling studies at the site to text the keyword “StudyYES” to the site’s TEXT short code (i.e. 12345). Any potential subject who texts the keyword to the short code will generate an automated email to all the referenced staff. When a potential subject is not registered in the database, the new applicant email address will receive an email notification letting them know the phone number of the applicant that texted the keyword. For complete information on setting up a TEXT keyword, please reference the RealTime-TEXT User Manual. D. SETUP OF THE SUBJECTWELL INTEGRATION RealTime and SubjectWell have an integration feature that will allow leads sent by SubjectWell to drop directly into actively enrolling studies within RealTime-CTMS. The integration will also allow site staff to perform lead follow-ups completely within RealTime-CTMS. All of the lead follow-up information is updated instantly in SubjectWell’s portal, eliminating the need for staff to document lead follow-ups in the SubjectWell system. Please Refer to Appendix B- SubjectWell Integration Instructions of this manual. Version 1.0 www.realtime-ctms.com 15
IV. SETTING UP CAMPAIGNS IN THE STUDY RECRUITMENT CAMPAIGN MANAGER For each advertising channel that a site uses to recruit for a study, an advertising campaign in the Recruitment Campaign Manager for the study will need to be set up. To set up a campaign, tables will need to be set up for Referral Sources, Advertising Channels as well as Vendor profiles for any campaigns that are currently running (See section II- Setting Up RealTime-CTMS for Advanced Advertising). 1. To Setup a Recruitment Campaign: 1. Go to the Administration section and select the study to add a campaign. 2. Click on the Recruitment Campaign Manager tab. 3. Click “Add New Campaign”. 4. Complete the campaign form with the applicable Vendor, Advertising Channel, Cost, Run Dates and Referral Source Option End Date. a. If the desired Advertising Channel is not available, then it needs to be added to the Advertising Channels table and/or added to the selected vendor. b. The Referral Source Option End Date is the date that this specific ad campaign will no longer be available to front-end users as a selectable referral source. 5. Once the ad campaign is created, it can also be linked to the campaign to a Facebook Lead Gen Form or to SubjectWell, if applicable. ( Please reference Appendix A- Facebook Lead Generation API Connection Instructions in of this manual . Additionally, Appendix B- SubjectWell Integration Instructions of this manual.) Version 1.0 www.realtime-ctms.com 16
2. RealTime Auto-Coding or Referral Sources: RealTime has built-in Artificial Intelligence (AI) to auto-code referrals from the Website Integration, Facebook Lead Gen and SubjectWell Integration to a specific campaign ID. If a Campaign is linked to a Facebook Lead Gen Form or to a SubjectWell Campaign, then the auto-coding linking will be automatic. For the AI to work with the Web Integration, the selected Advertising Channel will need to be Mapped to a Referral Source that is selected as checked to “Add to Web Application”. Example: Referral Source = Radio (Checked YES to Add to Web Application in Referral Sources Table) Advertising Channel = Mix 96.1 FM (Mapped to the referral source of “Radio” in Advertising Channels table Ad Campaign (AD ID 001) is for Mix 96.1 with vendor Clear Channel Subject Applies on Website Integration form and selects “Radio” as their referral source. RealTime auto-codes the actual referral source as Ad ID 001 Mix 96.1 RealTime will not be able to perform auto-coding when there are two simultaneous radio ad campaigns running as RealTime would not be able to know which radio station was responsible for the referral. It would be up to the site staff to ask the subject which radio station they heard the ad on and the staff would need to manually code the referral source. Version 1.0 www.realtime-ctms.com 17
V. REMARKETING 101 It is always a great thing to connect with an interested subject but staying connected is what matters! When a potential subject has expressed interest in participating in a study, they are among the less than 20% of people that are even willing to consider participating in a study. Now that recruiters have connected with them, and coded their medical history, they can stay in contact with the potential subject and match them to a future study. The chances that an applicant will enroll into a study today is slim due to the limiting inclusion/exclusion criteria that most studies have, but the chances that an applicant can apply for a future study are much better. Remarketing is the process of continually engaging the subjects in the database to: o Ensure that they remember the site/business. o Know the company objectives. o Stay in-the-know about studies that are actively enrolling. o Receive multiple impressions of the site, services, staff, mission, etc. which can lead to word-of-mouth and the development of a long-term relationship with each and every subject in the subject database. Remarketing tactics covered in this manual are: 1. Monthly mass-marketing emails 2. Study Email alerts to potentially qualified subjects 3. Study TEXT alerts to potentially qualified subjects 4. Regular and consistent social media posting with links through Website Integration Version 1.0 www.realtime-ctms.com 18
VI. CONNECTING AND STAYING CONNECTED WITH SUBJECTS A. MAILCHIMP INTEGRATION RealTime-CTMS can integrate with MailChimp to automatically maintain a list of all subjects with saved email addresses that are opted into Marketing Emails in RealTime-CTMS. For instructions on how to set-up MailChimp, see Appendix A-MailChimp API. Once the MailChimp API connection is established, RealTime will instantly push all new subjects and Sponsor/CRO/IRB contacts added into RealTime-CTMS (with emails and opted-in) into the MailChimp Subject List and Sponsor List, as applicable. This API connection will also help to ensure compliance with FCC regulations so that if/when email recipients Unsubscribe from email blasts, they will not only be opted out in MailChimp, but also in RealTime to ensure that they are never sent another email. Monthly Marketing Emails: Now that MailChimp is connected and Subject and Sponsor Lists are populated, staff can start sending out monthly marketing emails to promote the actively enrolling studies at the site. It is recommended to send two separate emails, one for the Subjects and one for the Sponsors/CROs as the message would be different. 1. SUBJECT MARKETING EMAILS: For the subject email, discuss what it means to be a participant, the benefits of participating and how the site values the care and safety of research subjects. Additionally, actively enrolling studies should provide links to each study landing page so that interested subjects can apply through the RealTime-CTMS Website Integration. 2. SPONSOR/CRO EMAILS: For the Sponsor/CRO email, highlight the clinical site’s capabilities, experience and provide a link to the website’s sponsor section and contact information to reach the Business Development department. B. SUBJECT MATCHING REPORT If the recruitment has been coding subject medical history information as recommended in Section I. A- Complete Subject Records Provide Maximum Benefit, then they can use the Subject Matching Report to reach out to subjects that have a high likelihood of meeting the criteria for the active enrolling study. The more details that the staff codes when inputting medical history information during the phone screening or in-office screening, the more the site will get out of this report. Version 1.0 www.realtime-ctms.com 19
To search for potentially qualified subjects within a specific demographic criteria, utilize the filters built into the Subject Matching Report then select Display Report on the bottom left. Reference Appendix E for detailed instructions on running the Subject Matching Report. Version 1.0 www.realtime-ctms.com 20
Once the Subject Matching Report is run, a user has the option to connect by phone, send study text alerts, and send mass-emails which are discussed in the following steps. 1. CONNECT BY PHONE: To add potentially qualified subjects into the Study Recruitment Roster, set the status of all subjects to “Not Contacted” and a referral source of “Database Search”. RealTime-CTMS has a very intuitive Recruitment Roster to manage lead calling, lead follow-up, scheduling of follow-up, pre-screens, screens and subject status tracking throughout the entire process. To learn how to maximize lead calling and follow-up see section VII Call Center Best Practices of this manual. Version 1.0 www.realtime-ctms.com 21
2. STUDY TEXT ALERTS: If RealTime-TEXT has been added into the CTMS, recruiters can start sending Study TEXT Alerts to potentially qualified subjects already in the database. Use the Subject Matching Report to identify subjects that meet the primary criteria for the active study and send them a TEXT alert to let them know that they may qualify for the selected study. If the subject is interested in learning more, they can simply TEXT “YES” back. Once RealTime-CTMS receives the YES response, the subject will automatically be added into the study recruitment roster and site staff will also receive email notifications of the response, so they can follow-up with the interested subject quickly. Refer to the RealTime-TEXT manual for any more details. 3. MASS EMAIL: In addition to calling and texting potentially qualified subjects identified within the Subject Matching Report, a mass email can be created and sent to all subjects in the database. The Subject Matching Report allows a user to export the list of results into an Excel file. From the Excel file a user can copy and paste the list of subject email addresses into a marketing email client like MailChimp. Professional and informative emails can be created that include IRB approved information and flyers in addition to images and links that will take the interested subjects directly to the company website landing page. To learn how to link a study landing page, See Appendix D- RealTime-CTMS Website Integration. Version 1.0 www.realtime-ctms.com 22
C. DIRECT TEXT MESSAGING If the RealTime-TEXT feature has been added on to the CTMS, then recruiting staff will be able to send direct TEXT messages to subjects from directly within RealTime-CTMS. Subject responses to direct TEXT messages are also recorded in the Subject’s Contact Attempts tab and email alerts are sent to the user who initiated the correspondence only if they are registered to receive these. The email notifications can be enabled via Manage Entities tab per user. To learn more about setting up direct TEXT features and staff notifications, see the RealTime-TEXT user manual. Additionally, reference section VII- Call Center Best Practices of this manual for tips on how to maximize subject contact effectiveness by incorporating direct TEXT messaging into the lead follow-up plan. D. AUTO TEXT RESPONSE TO STUDY APPLICANTS This is another powerful feature built into the RealTime-TEXT add-on. This feature works with both website applications that are received through the RealTime Website Integration and applications received through the Facebook Lead Generation API. When set up, study applicants will receive a near-instant TEXT response after applying. This TEXT will affirm for applicants that they have just applied for a study, the applicable study indication, and give them an opportunity to reply with a best time to be reached. This auto-notification can have a substantial impact on the percentage of subjects that recruiters are able to contact after they submit an online application. The steps to set up this Auto TEXT Response are as follows: 1. Check the box on the Study Information Page in the Administration section to “Send auto TEXT replies to new subject apps with a mobile number.” 2. Enter in a TEXT indication. The TEXT indication will be inserted into the TEXT message for the type of study. The reason for this field is to provide an opportunity to enter a TEXT indication with the fewest characters. For instance, the study indication may be Version 1.0 www.realtime-ctms.com 23
“Major Depressive Disorder for Adults” but this would be too long for a TEXT message. The TEXT indication in this case could simply be “Depression”. To see the complete TEXT template that will be used for Auto TEXT Responses, go to Administration>Configuration>RealTime TEXT then click on the link, “Edit Text Message Templates”. A user will see the template for “Message used for automatic replies to subjects apply to studies via website or entering via Facebook Lead Gen.” A user can alter this template, but keep in mind that limiting characters is very important. Having more than a total of 160 characters (including spaces) will result in the TEXT response being broken up in to multiple TEXT messages which may be annoying to applicants. Version 1.0 www.realtime-ctms.com 24
VII. CALL CENTER BEST PRACTICES RealTime-CTMS has numerous features that will help phone recruiters be effective with lead follow-up and for managers to manage phone recruiter output and effectiveness. Below are some tips for good lead management and tracking. Additionally, there are reports available in RealTime that will help managers measure the success of lead follow-up efforts. A. ENABLE CONTACT OUTCOMES For more complete tracking and reporting of phone screener(s) work performance the Contact Outcomes feature should be enabled in the Administration>Configuration>Other Configurable Options section of RealTime. For detailed instructions on enabling this feature and its features, see the Configuration Tab>Other Configurable Options section in the CTMS. Reference the Admin Manual for further information on how to configure this feature. B. WHAT IS A GOOD LEAD FOLLOW-UP? One critical function that must take place in order to ensure maximum ROI of any recruitment effort/campaign is excellent lead follow-up. Lead follow-up consists of the following elements: 1. Expeditious Follow-Up The time from when a subject applies and when site staff responds and/or reaches out to the subject should be minimized as much as possible. Research shows that minutes and hours count! Each minute or hour that goes by from when a potential subject applies for a study will have an impact on their continued interest. In fact, 24 hours after a subject applies, their interest has likely dropped to less than half of what it was when they applied. At 48 hours after their application was submitted, it is likely that they are no longer interested or have found an alternative means to resolve their problem or concern. 2. Multiple Contact Attempts There is also a lot of data that shows that multiple attempts are often required to reach a potential subject. A minimum of three attempts should be made to reach ad responders, but many sites have processes that ensure at least FIVE contact attempts before considering the subject unreachable. 3. Multiple Contact Attempts It is also a good practice to utilize multiple contact methods to reach potential subjects. If a subject doesn’t answer the phone, send them a direct TEXT (For further information regarding TEXT features, reference the RealTime-TEXT manual) Version 1.0 www.realtime-ctms.com 25
C. ELEMENTS OF A GOOD PHONE SCREEN 1. Introduction 2. Medical History Coding 3. Status Coding 4. Scheduling of Follow-Up 5. Completing the Call and Documentation **More information to come. RealTime Software Solutions will always keep customers informed of system updates. Version 1.0 www.realtime-ctms.com 26
APPENDIX Appendix A- Setting Up Facebook Lead Generation API Connection........................................................................ 28 Appendix B- SubjectWell Integration Instructions..................................................................................................... 30 Appendix C- Website Integration ............................................................................................................................... 39 Appendix D- Setting Up MailChimp API ..................................................................................................................... 41 Appendix E- Subject Matching.................................................................................................................................... 45 Version 1.0 www.realtime-ctms.com 27
APPENDIX A- SETTING UP FACEBOOK LEAD GENERATION API CONNECTION Facebook Lead Generation allows users to create forms within Facebook for subject applications to studies or to express interest in a service at the clinical research site. By setting up the Facebook Lead Generation API, this will allow a form associated with a Facebook Lead Gen Campaign to link to an Ad Campaign in the Recruitment Campaign Manager of RealTime. To set up the API, follow these steps: 1. Contact RealTime Support at support@realtime-ctms.com or (210) 852-4310 and let the Support Team know that recruitment is ready to connect to the site’s Facebook page. Provide the RealTime Support Team with the page information and/or link to the page. 2. Once RealTime support has added to the site’s Facebook page to the “allowable” Facebook page list in the Facebook API, connecting will now be possible. 3. Go to the Admin>Configuration section of RealTime (user must be a RealTime Admin) 4. Scroll down to the Facebook section and click on the button to “Log in with Facebook!” 5. An administrator of the company Facebook page will have to provide the credentials for login. 6. Once admin credentials are accepted, a user will now be able to link Facebook Lead Generation forms up to Study Recruitment Campaigns in the Recruitment Campaign Manager. Version 1.0 www.realtime-ctms.com 28
Contact RealTime Support for any additional questions regarding connecting Lead Gen forms to Campaigns. RealTime Support Staff will not be able to assist with setting up Lead Gen campaigns in Facebook, but if the campaigns and forms are created in Facebook, then the RealTime support team can assist with issues related to linking. Version 1.0 www.realtime-ctms.com 29
APPENDIX B- SUBJECTWELL INTEGRATION INSTRUCTIONS RealTime makes it easy to connect the CTMS to SubjectWell recruitment campaigns allowing automated recruitment leads to funnel from SubjectWell directly into the study recruitment roster. At no point does SubjectWell have access to clinical site’s PHI and system but SubjectWell will receive status updates as the subject moves through the recruitment process. This connection prevents the research site from having to log into and update the SubjectWell online portal. Also, the research site will no longer have to manually enter subjects from the SubjectWell portal into their CTMS. Follow the instructions below to take advantage of this awesome feature. Please consider the following before linking SubjectWell studies. If subjects have already been manually entered from the SubjectWell portal into the CTMS for a particular study, then linking that study may cause duplicate subject profiles to be created in the CTMS. This could cause issues for the site, so consider only linking new studies moving forward, rather than ongoing studies. Step 1 – Check That Status Tables Are Set Up with The Proper Statuses First, navigate to the Manage Tables section of the RealTime system and open the table titled “Subject Enrollment Status”. At a minimum, the following RealTime statuses are available: In Screening, Lead-in Phase, Randomized, Completed, Lost to Follow-up, Dropped, Screen Fail, and No Status Change. If all of these statuses are not displayed, please contact RealTime support to set these up before continuing the instructions. Version 1.0 www.realtime-ctms.com 30
Next, stay within the Manage Tables section of the RealTime system and open the table titled “Subject Recruitment Status”. At a minimum, the following RealTime statuses available: Contact Attempt 1, Contact Attempt 2, Contact Attempt 3, DNQ (Other), DNQ – Criteria Not Met, DNQ – No Response, DNQ – Not Interested, Enrolled, Follow-up by CRC, Follow-up Required, No Show, Not Contacted, Qualified for Screening, Scheduled for PRE-SCREEN, Scheduled for SCREEN. If all of these statuses are not available, please contact RealTime Support to set these up before continuing the instructions. Once the statuses are set up on these two tables, please continue to step 2 of these instructions. Version 1.0 www.realtime-ctms.com 31
Step 2 – Enable the SubjectWell Integration in RealTime Under the Configuration tab, find the section titled, THIRD PARTY INTEGRATION. Click the checkbox to enter the Site Integration Key. Contact a SubjectWell representative to obtain the Site Integration Key. After entering the integration key, click the button to . Please ensure that Step 1 of these instructions is complete before entering and saving the integration key. Version 1.0 www.realtime-ctms.com 32
Step 3 – Add/Edit SubjectWell As an Advertiser Now that the Site Integration Key has been enabled, edit the SubjectWell advertiser profile under the Manage Entities tab. If an advertiser profile is not available for SubjectWell, create one with the button. When editing/adding the SubjectWell profile, check the box to . Always save changes by clicking the button before leaving the advertiser profile page. Version 1.0 www.realtime-ctms.com 33
Step 4 – Update the Subject Enrollment and Recruitment Status Tables Under the Manage Tables tab, select the Subject Enrollment Status table and select a SubjectWell status on the right side for each of the available RealTime enrollment statuses. Most of this mapping may already be completed in the system by default; however, some statuses may still need to be mapped. Below is an example of statuses that match between RealTime and SubjectWell. Contact the RealTime Support Team if assistance is needed for mapping statuses (support@realtime-ctms.com). Subject Enrollment Statuses RealTime Status SubjectWell Status In Screening Screening Lead-in Phase Screening Randomized Randomized Completed Completed Study Lost to Follow-up Dropped Out Dropped Dropped Out Screen Fail Failed In-person Screen No Status Change No Action Version 1.0 www.realtime-ctms.com 34
Next, under the Manage Tables tab, select the Subject Recruitment Status table and select a SubjectWell status for each of the RealTime recruitment statuses. Again, most of this mapping may already be completed in the system by default; however, some statuses that may still need to be mapped. Below is an example of statuses that match between RealTime and SubjectWell. Subject Recruitment Statuses RealTime Status SubjectWell Status Contact Attempt 1 Left Message 1 Contact Attempt 2 Left Message 2 Contact Attempt 3 Left Message 3 DNQ (Other) Failed Phone Screen DNQ - Criteria Not Met Failed Phone Screen DNQ - No Response Could Not Contact DNQ - Not Interested Generally Not Interested Enrolled Vendor status not needed Follow-up Required Candidate is On Hold No Show No Show Not Contacted Received From SubjectWell Qualified for Screening Passed Phone Screen Scheduled for Pre-Screen Appointment Scheduled Scheduled for Screen Appointment Scheduled Version 1.0 www.realtime-ctms.com 35
Now that the Site Integration Key is enabled, a SubjectWell advertiser profile is assigned, and the mapping of recruitment/enrollment statuses set up in RealTime, the integration should be ready. Once the integration is properly set up, a green checkmark within the Configuration section of RealTime will be displayed. This integration (steps 1-4) only needs to be completed one time in within the system. Step 5 – Linking RealTime Recruitment Campaign to SubjectWell Under the Recruitment Campaign Manager section of the selected study, ensure that SubjectWell is added as a campaign vendor. Once SubjectWell is added, a button to the campaign to the SubjectWell integration will appear under the Options column. Click the button to link and select the Ad Campaign for that study. Ad campaigns can only be linked to one recruitment campaign at a time and the system will indicate if an ad campaign is available or not for selection. Version 1.0 www.realtime-ctms.com 36
After selecting the ad campaign, click the button to complete the link. The system will display a pop up window confirming the campaign linked. Click okay to continue. The recruitment campaign will now have a button to the ad campaign if needed. Version 1.0 www.realtime-ctms.com 37
Step 6 – Magically Receive Leads from SubjectWell From this point forward, SubjectWell will feed RealTime with recruitment leads that apply to that linked campaign/study. All recruitment leads that come from SubjectWell will automatically update the recruitment campaign manager page. Recruitment leads will also be listed on the study recruitment roster with a status of “Not Contacted”. Step 7 – Work the Recruitment Roster! Now that SubjectWell is magically feeding hot recruitment leads into the recruitment roster, recruiters can start contacting potential study participants. As the study participant’s status changes within the recruitment/enrollment rosters, SubjectWell will receive updates on the study participant’s progress during the study. This will save time as sites no longer have to update a separate SubjectWell portal with subject statuses! Version 1.0 www.realtime-ctms.com 38
APPENDIX C- WEBSITE INTEGRATION Version 1.0 www.realtime-ctms.com 39
Version 1.0 www.realtime-ctms.com 40
APPENDIX D- SETTING UP MAILCHIMP API It is easy to connect RealTime-CTMS to a MailChimp account. MailChimp is free if a site has less than 2500 total contacts and it is a powerful, yet simple system to use… just like RealTime! Here are the simple steps to get those exported email lists to auto-populate with opted-in subjects and sponsor/CRO contacts when added into the RealTime-CTMS database. Step 1 – Create an API Key in MailChimp When logged into the MailChimp account, click on the Account Name in the top-right corner and a menu will drop-down. Select “Account”. Once in the Account area, click the “Extras” drop-down, then “API Keys” Version 1.0 www.realtime-ctms.com 41
Click the button to “Create a Key”, and MailChimp will automatically generate the API Key. Record this API Key for entry into RealTime-CTMS in a later step. J3j5ng9d94n9n9cf003 Step 2 – Create Subject and Sponsor/CRO Lists and Record the List IDs With this integration, two lists can be auto-populated by RealTime-CTMS; a subject list and a Sponsor/CRO list. To create a list in MailChimp, click on Lists in in the top menu, then click to the “Create List” button. Follow the prompts to create the new list. Name lists appropriately so that any associated staff can quickly identify RealTime-Subjects and RealTime-Sponsor/CRO lists that will be used for this integration. Version 1.0 www.realtime-ctms.com 42
Now that the new lists are created, click on a list name to access the list details. In the list details area, click on the Settings drop-down and select “List name and defaults”. In the List name and defaults area, record the List ID for each list: Version 1.0 www.realtime-ctms.com 43
Step 3 – Configure RealTime-CTMS with MailChimp API Key and List IDs Once the API Key and List IDs have recorded in the previous steps, now it is time to configure RealTime-CTMS and complete the integration. In RealTime-CTMS, navigate to Administration, click on the Configuration tab: Scroll down to the MailChimp Email Marketing area, check the Enable checkbox, and input the API Key and list IDs: Click the Update Configuration button and the process is ALL DONE! Recruiters are ready to start sending email updates and marketing blasts to these lists. Here are a couple of suggestions on how to properly use the newly created email lists: • Never move over-email contacts. Consider a monthly schedule for general marketing/branding emails. Then, perhaps one or two email blasts per study for study specific email blasts to the subject database. • Ensure recruitment staff are using good opt-in practices. Subjects are opted-in on their Contact Attempts tab, but they should only be opted-in if their permission, either verbal or written, has been given. MailChimp can monitor the number of unsubscribes that incur with each email campaign. If unsubscribe rates or abuse reports are too high, MailChimp will suspend the account! Rock ON! Version 1.0 www.realtime-ctms.com 44
APPENDIX E- SUBJECT MATCHING Subject Matching Report: This report is used to query the RealTime subject database based on study inclusion/exclusion criteria or to otherwise identify a subset of subjects based on several options. Filtering options include: Study, Status, Age, Weight, Gender, Race/Ethnicity, Weight/BMI, City, State, Zip Code, Marketing Outputs, Mass Texting opt-in, Active Enrollment, Recruitment availability, and Last Contact Date. Once the above filtering information has been selected, the user can select additional filtering options for medical/medication history criteria that can be included or excluded in the database search. Example: Inclusion is set to Alzheimer’s Disease and Exclusion is set to Bipolar Disorder. The search results will display all subjects that have Alzheimer’s Disease; however, any subjects that have Bipolar Disorder will be excluded since Bipolar Disorder is exclusionary. Version 1.0 www.realtime-ctms.com 45
The report results are provided as an interactive HTML page that will open on a separate tab where many options are available for the search results. Each subject listed in the search results can be reviewed. Clicking on a subject row will open the subject’s profile in a separate tab. Additional search result options are: Marketing Output (Excel Export): The option to output the results to an Excel spreadsheet is available from this page. Version 1.0 www.realtime-ctms.com 46
Send Mass Text: All subjects that are eligible to receive a Marketing TEXT can be sent a mass text to alert them about the new study. Subject responses will be captured in the RealTime- CTMS and the response of YES will automatically add the subject into the study recruitment roster with a status of Not Contacted and alert site staff to the subject’s interest. Reference the RealTime-TEXT Manual for more information on utilizing Mass Texting to market active enrolling studies. Assign to Study: Selecting this option will open an additional tab to select the desired subjects to add to an existing study recruitment roster. A Recruitment Status, Referral Source, and a Comment should also be selected which will be applied to all subjects who are assigned to the study recruitment roster. The Comment will be added as a Progress Note on the Subject’s Contact Attempts Tab. Once the selected subjects are added to the study recruitment roster, site staff can begin contacting and documenting lead follow-ups to recruit/screen the subjects into the study. Version 1.0 www.realtime-ctms.com 47
You can also read