Case Study 06
Call center deployment for a neurology study
At the intersection of hard facts and human needs is where compassion must be transcendent. Tell the truth. Be knowledgeable. Be skilled. Be helpful. And above all, be kind. Be what you were trained to do, and do the right thing.
Challenge
Can PR be a bad thing? In this case, ThreeWire’s customer was overwhelmed by calls from caregivers who had heard, from a variety of media sources, about their innovative and promising device for aiding those in a coma caused by traumatic brain injury. In addition to the need for great sensitivity in talking to family members, there was a need to digest and thoroughly understand a large and highly technical protocol and help reach critical and time-sensitive study recruitment goals.
Strategy
Because of the complexity of the protocol and the need to be both precise and compassionate, ThreeWire determined that the nurses’ script had to reflect both requirements. Thorough training in the protocol helped prepare our nurses to inform family members or caregivers and physicians alike about the study, but only their years of nursing practice could offer our customer a sense that their study was in the right hands.
Result
In addition to reaching out to each of the callers with empathy and professionalism, ThreeWire’s nurses helped complete the immediate recruitment goals on time. Moreover, ThreeWire initiated a new electronic medical records retrieval service to fulfill the demands of at least one study site. ThreeWire is pursuing the next phase of recruiting an additional seven potential study subjects from among this very difficult patient population.
