Coastal Carolina Research Center (CCRC) understands that “retention” of study participants is of vital important to all Sponsors/CROs. In order to maximize our efforts we utilize “common sense” and some creativity to keep volunteers motivated. Retention is not a simple solution or an idea, at CCRC it is a process.

Another important element to maintain the high “retention rates” that we enjoy is due to the fact that we don’t adhere to the adage that just because someone meets the I/E criteria we automatically enroll them. At CCRC, although the Informed Consent Process is a group effort, before a signature is provided, one of our investigators will spend private time with the potential volunteer to not only discuss the elements of the Informed Consent and the study but also assess whether the particular volunteer IS a good candidate for the study. Many factors such as personal issues, the volunteer’s work requirements and pressures, future travel arrangements, logistical obstacles, past study behavior, perceived reliability and general interest and motivation are assessed by the investigator. Volunteering is valued but it is not a right and our investigators do exercise their discretion before anyone is allowed to enroll into a study.

For all the studies we conduct at CCRC we do compensate qualified participants appropriately for their time and travel expenses with a nominal fee per visit. Out of respect of their willingness to volunteer and be a part of the process, we think this is a reasonable business expense.

When allowed, CCRC has other retention strategies that we have used occasionally when the need arose including:

• Low-fat Cooking classes with a local chef
• Manicure vouchers
• Staggered items/gifts throughout the term of the study

Finally, and most importantly CCRC genuinely reinforces our belief that “Research Volunteers” are the most important element in our work. We strive to communicate to our local area in as many ways as possible how VALUABLE research volunteer’s contributions are and we extend to them a simple “Thank You” as much as possible. Ultimately are goal is to make sure the experience they have during the course of the study and with our staff is “positive” every step of the way.

First and foremost, CCRC treats our volunteers like customers. Since we do not have a busy private practice running out of the same office, operationally we can focus on these service skills at every position and train accordingly. It is very cliché but customer service skills:

• Polite way we address and speak to volunteers on the phone
• The manner in which we leave phone messages or emails
• Promptness when return phone calls or messages
• Attention to detail we communicate for all study procedures especially during the informed consent process
• Flexible scheduling and re-scheduling (including weekends if needed)
• Short waiting time in our lobby
• Promotional items (including CCRC T-Shirt) we distribute after the screening visit
• Distribution of the “RESEARCH MATTERS” newsletter
• Appropriate compensation to respect volunteer time and effort
• Open door policy at all times

ALL are very important and standard across the board for all studies.

We live in Charleston (awarded “Most Mannered City for 10 years in a row) so in many ways we feel we have a high standard to uphold as it is our responsibility to be polite and courteous at all times. Most importantly our staff enjoys what they do and their “positive” attitude helps create a mutually respectful business environment and culture.

There are many dedicated research centers across the United States but not many have a “full-time” research physician who is available virtually everyday Monday – Friday. Dr. Cynthia Strout has served in this role for years and is able to provide the expertise and be available for impromptu visits with volunteers in the event they have questions or concerns throughout the study schedule. In this regard, much like a private practice, all of our volunteers feel that when needed, a physician is here for them at all times.

Although our retention rates vary depending on the type of study we conduct, CCRC has demonstrated a rather high retention rate of 86% on obesity studies over the past several years. Our staff dietician, Vicky Ott, RD has been instrumental in this “retention role” with volunteers. Given that he is an employee, she does not have other competing issues outside the research center which may otherwise deflect her time and attention away from “doing her best” to encourage and walk volunteers through these obesity trials.