The Phone Screening stage is your participant’s first major interaction with your study and study staff. Tailoring your communication will not only build the foundation of the participant-researcher relationship but also increase the amount of referrals willing to participate.

Here are the 5 key areas to consider when phone screening participants in order to achieve the highest rate of enrollment for your study:

• Respect Participant’s Time:
  • Call participants at their specified times to show respect for their schedule.
  • Be open to rescheduling calls if it’s inconvenient for the participant, enhancing credibility and relationship building.
  • Begin each call by confirming if it’s still a good time to talk, showing flexibility.
• Offer Remote Options:
  • Optimize convenience by offering remote participation wherever possible.
  • Clearly communicate remote participation options to reduce participant burden and encourage engagement.

• Understand Participants’ Motivations:
  • Discuss the participant’s interest in the study, which can be found in the “Why did You Sign Up for the Trial” column of the Trialfacts Referrals Spreadsheet.
  • Highlight study details that align with that participant’s motivations to boost engagement and interest.
• Share Impactful Stories:
  • Explain the potential impact of participation by sharing real-life stories and examples of how the study has positively affected others. This would alleviate any doubts and illustrate the tangible benefits of their participation.

• Gauge Participant’s interest by their responsiveness:
  • Assess participants’ level of interest based on their response time. A rapid response may indicate strong interest, while delayed responses suggest potential hesitations or uncertainties.
    • In cases of slow responses, proactively follow up and promptly address any concerns they may have.
  • Minimize the window of time in which the participants can schedule their Phone Screening Appointment.
  • Promptly reach out to all participants immediately after they’ve booked a phone screening appointment to introduce yourself and confirm their appointment.
• Take note of vocal cues of frustration or confusion, such as sighing or long pauses. Discuss their apprehensions promptly and confirm that all of their concerns are fully addressed.

• Show Empathy:
  • Approach screening with empathy, avoiding robotic responses. Understand that discussing medical concerns may be uncomfortable for most individuals.
  • Acknowledge the participant’s hesitations and fears, ensuring that they feel supported and validated.

• Educate with Understanding:
  • Provide personalized explanations about screening processes and eligibility criteria. Your participants don’t understand the purpose of the Phone Screening or why it takes so long.
  • Maintain transparency throughout the conversation, providing full and honest answers.

• Provide Immediate Answers to Questions:
  • After participants complete the screening, inform them of their success and continuously ask if they have any questions until they confirm they have none.
  • Address all questions immediately during the call to maintain an open dialogue and prioritize concerns.
  • Avoid sending additional material to answer questions, as it may lead to forgetfulness, confusion, or loss of interest.
  • If you’re unable to answer a question, commit to finding the answer and follow up promptly.

• Ensure both parties understand the next steps before ending the call, and avoid leaving responsibilities solely up to the participants.
• Schedule follow-up actions within a few days to maintain participant interest and engagement.
• When scheduling appointments, aim for dates no more than a few days away to sustain interest and commitment.
• Leverage technology to ensure that they don’t forget the appointment by automatically adding it to their calendar.
• Confirmation of Appointments:
  • Send participants a personalized confirmation of their next appointment via text or email to acknowledge their time and commitment.
  • Ensure that the confirmations are coming from the same person who spoke to them on the phone.