Clinical trials don't happen in clinics alone.
Between appointments, patients face real life. Worry. Logistics. Loneliness. Confusion about devices, medications and next steps. That's where the highest dropout rate occurs - and where our Patient Support Centre makes the difference.
Patient Support That Adapts to Your Study
A real person for every patient, at the two moments that matter most.
Our Patient Support Centre is tailored to the unique needs of your study, providing flexible, personalised support at every stage of the patient journey. Whether engaging patients before screening, supporting the screening process, or providing ongoing contact and assistance to patients already enrolled, we adapt our service to meet your study's specific requirements.
Our Patient Navigators are experienced clinical research professionals and trained mental health first aiders who provide dedicated, one-to-one support to patients and carers throughout the trial journey. Speaking the local language and understanding the local culture and healthcare system, they offer a trusted point of contact when patients need it most, including evenings and weekends, when sites may be unavailable.
Available in 30+ countries and growing, our Navigators bridge the gap between site visits, providing the human connection, reassurance and ongoing support that help patients stay engaged and clinical trials stay on track.
What makes us different:
- Real people, not a call centre - every Navigator is an experienced clinical research professional assigned to specific sites to ensure seamless relationship continuity
- Local language, local culture - no generic scripts, no central hubs, no interpreters. Your patients speak to someone who understands their world
- Trained mental health first aiders - equipped to listen, support and respond with empathy during what can be a challenging time for patients
- Embedded from day one, not just for rescue - our Navigators deliver maximum impact when built into the study from the start, not bolted on when things go wrong
- Privately owned, ethically led - we always recommend what is right for your study, not what drives the most revenue
- Scalable across any phase, any therapeutic area, any geography - from single-country pilots to global multi-site programmes
- We're obsessed with the details so you don't have to be, leading the way with quality-first, fully compliant care
What we hear
It starts quietly, not at the clinic
A confusing eDiary, a missed reimbursement, a patient too overwhelmed to call their site. By the time it shows up in a report, it's already happened.
Help, but only during office hours
Worry and confusion don't stick to a 9 to 5. Sites can't always be there evenings or weekends, exactly when patients need someone most.
No generic scripts. Real people.
A call centre reading from a script, in a language that isn't quite theirs, doesn't reassure anyone. It just adds another hurdle.
Previous results
- +69%Randomisation
rate - 36.5%Reduction in
screen failure rate - +123%Increase in
qualified leads - +46%Enrolment
rate - 97%Patient satisfaction,
Navigator
This is howwe do it
Your questions come first
Before any screening starts, a Guided Screening Conversation: the patient's time to ask us anything.
Contacted within two days, not ten
Referrals reached within 1-2 business days, and qualified properly before a site ever sees them.
There after hours too
Proactive check-ins, device help, travel and payment support, when sites aren't available.
Small signals, caught early
Every interaction can signpost patient concerns, so problems get caught and fixed before they grow.
Down to the last check-in call
Live phone pre-screening, referrals contacted fast
Medical pre-qualification, using approved scripts
Proactive check-in calls, built around each patient
Visit reminders, eDiary and device support
A helpline, open beyond standard site hours
Real-time safety escalation to sites and sponsors
- 150+Languages
translated - 50,000+Site support
calls - 100+Conditions
covered - 27,500+Patient support
calls - 600+Clinical trials
supported - 9,700+Patients directly
supported - 70+Countries
reached
What's a Patient Navigator's background?
Experienced clinical research professionals, and trained mental health first aiders. They speak the local language and understand the local healthcare system.
Can Patient Navigators help mid-study?
Yes, but they work best embedded from day one. Bolted on only when things go wrong, they deliver less impact than when they're part of the plan from the start.
How many countries do you cover?
30+ and growing, each with a Patient Navigator who speaks the local language and understands the local culture and healthcare system, not a central hub or interpreter.
Are Navigators available after hours?
Yes. A dedicated helpline, by phone and email, can stay open during and beyond standard site hours, for exactly the moments sites can't always cover.
Do Patient Navigators replace our site staff?
No. Patient Navigators support patients between visits, so sites can stay focused on study conduct. Each Patient Navigator is assigned to specific sites for continuity.
Clarity on your enrolment risk starts with one conversation.