How We Work

CDPRI is a partner with its clients and gets results for project teams. Our processes are built on creative IT solutions, a thorough understanding of the industry and common sense and practicality.

Training

Our agents undergo very thorough training for every project. Prior to the start of any project they go through classroom training with our internal trainer and often an outside specialist in the field of the protocol. We believe it is important that our agents understand not only the indication being studied but the mindset of the potential callers so that they are better prepared to answer questions and manage the call flow.

Agents are not permitted to take live calls until they have completed internal and external test calls and reach our acceptable monitoring standards for call quality. All our calls are recorded so that agents can be monitored for quality assurance and they are regularly coached on what they did right and what they need to do to improve.

Site Reporting

One of the biggest differentiators is the kind of reporting we are capable of. Properly screened caller’s means nothing if we cannot accurately report to the sites and project team. We regularly customize reports throughout a project creating new ones as required. This can often be done within the scope of the project so that no extra costs are incurred.

Sites and project teams have a choice in how they receive their reports. Sites have the option of fax or web because we don’t want to force everyone to do it only one way. Sites receive their referrals overnight and are followed up weekly for updates on their progress.

Project Team Reporting

Project teams typically opt for our secure online system where they can review their progress using a variety of reports 24/7. This is a customizable system so you only see what you want to see. Emailed reports are also an option.

Reports are updated as frequently as every hour so the information is essentially real time. Reports are typically in Excel format so they are easy to manipulate if necessary. Everything from de-identified detail to summary reports is available at your fingertips.

Project Management

Claire either personally manages or oversees the management of every project. Her goal is to make sure her clients are pampered and are provided everything they need along the road to successful patient enrollment. Nothing about working with a patient recruitment contact center should be difficult or frustrating and that starts with a good project manager who is flexible and responsive to her client’s needs.

It is encouraged that CDPRI participate in the regular project team conference calls. Claire frequently presents at investigator meetings and routinely assists project teams with presentations to sites or to sponsor management. The goal is to make sure that every need is satisfied quickly using the data in our control.

Technology

CDPRI’s onsite IT department provides creative solutions to our business and service challenges. They are always seeking efficiencies for the company and our clients and look for software, hardware and training solutions to achieve this. Our technology and software are more than just processes to get the job done. Their role is to make the job easier…for the agent, for the caller, and for the project team.

In addition to building and growing our technology, our IT department is also responsible for making sure we stay operational. CD&A boasts an "uptime" of 99.94% which is considerably higher than industry standards and means virtually continuous service for our clients.

Security

CDPRI is very mindful of the security of its systems to protect both our ability to do our work as well as the privacy and confidentiality of our callers and clients.

Our IT infrastructure is protected in many ways including:

• Multi-level firewalls
• Redundant servers for data, telephony, and software.
• RAID 5 hot swappable hard drives
• Multiple uninterrupted power supplies (UPS)
• Contingency planning and disaster recovery plans
• Off site backup and storage
• Only authorized personnel are allowed in certain areas of the facility where critical information, data or equipment is stored.

CDPRI follows HIPAA rules and regulations ensuring that our data is protected both internally and externally when reported. These processes are built into our scripts, our communication with sites and our reports to our clients.