How Having a Patient Engagement Team Improves Retention

Keeping patients engaged throughout a clinical trial is essential for its success, yet it’s one of the biggest challenges researchers face. High dropout rates not only delay results but can compromise the integrity of the study. That’s where a dedicated patient engagement team comes in. By building trust, offering personalized support, and maintaining clear communication, these teams ensure participants feel valued and informed every step of the way.

In this blog, we’ll explore how Atlas’s patient engagement team improves retention rates and why their role is critical to achieving successful study outcomes.

Delivering a “White-Glove” Experience

“At Atlas, our patient engagement team provides a white-glove concierge service designed to enhance the patient experience and boost retention,” says CEO Mark Scullion. This philosophy drives our commitment to creating a seamless and supportive experience for all participants.

Our team focuses on three core functions that significantly enhance the trial process:

Diary Training and Follow-Ups

Effective diary training ensures participants confidently and accurately log their data, while follow-ups maintain compliance and improve visit efficiency. These efforts are critical for preserving the integrity of study data and helping participants stay on track.

Patient Portal Management

The team actively supports patient portals, providing troubleshooting assistance and ensuring participants can easily access study information. By simplifying portal use, we make it easier for participants to manage their involvement and feel in control of their role in the trial.

Follow-Up Calls and Participant Support

Regular check-ins allow us to address concerns, clarify questions, and provide encouragement. This personalized, proactive approach fosters trust and ensures participants feel supported throughout the study, ultimately improving retention rates.

Personalized Care That Builds Trust

One of the hallmarks of our patient engagement team is the assignment of a dedicated lead for each protocol. Having a consistent point of contact allows participants to build a relationship with someone they trust, creating a supportive environment where concerns are addressed quickly and effectively.

“Our goal is to create a space where patients feel confident and supported throughout their journey,” says Alyssa, PES Manager. “By tailoring our communication and troubleshooting any issues, we make sure participants know they’re never alone in the process.”

Personalized support often means going the extra mile. Whether it’s offering alternative contact methods like text or email (where protocol permits), scheduling outreach during times that work best for the patient or spending extra time explaining how to set up push notifications, our team adapts to the unique needs of each participant.

Relieving the Site Workload

The patient engagement team plays a dual role: enhancing patient satisfaction while easing the burden on study coordinators. By handling common patient inquiries—such as questions about stipends, scheduling, or protocol guidelines—the team frees up site staff to focus on seeing patients in person.

Additionally, the team provides ongoing support for study portals, helping participants navigate potential challenges. For those less tech-savvy, troubleshooting and follow-up on non-compliance prevent frustrations from escalating into dropout decisions. By addressing these issues early, participants feel more confident and capable in completing study tasks.

Strengthening Patient-Centric Research

Our dedicated patient engagement team ensures every participant receives the personalized care and support they need to feel valued and stay engaged. This hands-on approach not only enhances the patient experience but also fosters trust, compliance, and long-term retention—key factors in the success of any clinical trial.

By investing in patient engagement specialists, Atlas sets itself apart as a leader in high-quality, patient-focused clinical research. Together, we’re advancing science, improving outcomes, and making clinical trials a better experience for everyone involved.