Best Practices for Collecting Patient Ratings
Today we have the opportunity to share a rating or review on everything. Your car buying experience, your recent purchase of a new crockpot on amazon, your restaurant meal and even your Uber driver. We as a culture are seeing people leave ratings outside of the food and hospitality industry.
What is the benefit of collecting ratings and reviews?
People who take the time to share their experience allows us as companies to learn from them. Ratings can either validate that we are providing a delightful experience or help us improve in ways that we may have not thought of yet.
Within clinical trials, it's safe to assume that many don't think about reviewing their experiences either, whether it be good or bad. TrialScout™ is here to change that mentality. With this opportunity, we can thoughtfully listen to and learn from our clinical trial participants.
How do you collect ratings?
A coordinator has told us that she’s not sure of the best way to let participants know about rating their experience on TrialScout. We have also heard questions like:
- “How do I explain TrialScout?”
- "When is the best time to have them rate?"
- "What if they don't want to rate at their visit?"
We've taken the most common questions and answered them by suggesting the best practices to collect ratings and reviews.
It is important to give a quick explanation of what TrialScout is before asking your trial participant to complete a rating. You can say something like,
“We as a research site strive to ensure that our participants have an exceptional experience. Our team uses a platform called TrialScout which allows clinical trial participants to leave ratings and reviews about their clinical trial experience. Leaving a rating is completely voluntary. We’d be delighted if you'd leave a rating today, I will step out of the room while you complete it. If you prefer to share your experience later, I can send you a text message or an email with a link to the website."
Rate in the Room
If you are attempting to collect ratings from a participant who is with you at a visit, we've noticed a simple method for getting the best adoption.
- Ask the patient at the end of their visit if they would like to rate their visit on TrialScout; make sure they know it's completely voluntary.
- It's best if you have a small laptop or tablet that's used specifically for collecting the ratings. If it has a keyboard, it is easier for them to leave a comment.
- Leave the room while the participant is leaving their rating. The rating process is anonymous, meaning that the coordinators should not know who left a specific rating.
If you do not have a tablet or laptop that is available for a participant to use, you can have them use their own mobile device. Our team can create a QR code for your site to use. We love this method because the technology is so simple to use.
A QR is short for quick response, meaning a person is able to access a file or a website quickly through their mobile device. To scan a QR code a participant opens up their camera app on their mobile device and hovers over the QR code as if they were getting ready to take a photo. A link to your research sites rating page will appear. From there they can clink on the link and begin rating.
If this is an option you would like to have available for your site, please contact Kayla Martinez, Customer Success Lead at firstname.lastname@example.org
Sending a Text Message
Another simple option to get ratings and reviews easily is when your clinical trial participant does not wish to complete a rating on the stop, at the site, you can send them a text message with a link to the ratings page. This allows them to complete the rating at a later time. There are several ways to send out a text message to your trial participants. If you are able to, you can use a cell phone to send a text message to them. Some CTMS Systems have text features available; like Real-Time. You can copy and paste the text message. In the text message we suggest you say:
"Thank you for attending your clinical trial visit today! Please help us continue improving our patients experience by completing a 2-minute rating on TrialScout. <link to your research sites rating page>"
Sending an Email
If your sites does not have the ability to text clinical trial participants, you can send them an email with the link to complete a rating. Similar to the text message, they click on the link in the email and it beings them right to the ratings page for your research site, immediately beginning the rating experience. In the email we recommend you say:
“Hello <Participants Name>,
Thank you for attending your clinical trial visit today! Your opinion is extremely important to us as a research site. Please help us continue improving our patients experience by completing a 2-minute rating on TrialScout. <link to your research sites rating page>”
Our team at TrialScout knows how extremely busy research sites are on a daily basis. That is why our team has made it simple to collect ratings and reviews from your clinical trial participants.
If you have any questions or even recommendations, we would love to hear from you. Please feel free to contact our Customer Success Lead at email@example.com
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Written by Mike Straw
Mike Straw is the lead developer at TrialScout. With the visitor in mind, Mike's primary focus is to make sure TrialScout is not only easy on the eyes but easy to use for everyone. In addition to development, he helps create content and graphics for TrialScout. Mike is also is a veteran journalist who has been lucky enough to travel across the United States and Canada while having his work appear on major outlets such as Yahoo! and Sports Illustrated. When not focusing on his work, Mike spends his free time honing his craft as a guitarist while writing his own music.