Earlier this year, the Mednet team wrapped up our annual 2022 End User Survey. While it is important the iMednet platform is flexible and easy to use for our sponsor and CRO customers, it’s critical the platform is also easy to use across clinical trial sites. This is now more important than ever, as the clinical trial site team often juggles a variety of tasks and priorities, new data sources, and in the past couple years, an increasing number of new safety measures and protocols. It is imperative clinical research technology solutions are easy-to-use and fit seamlessly into the team’s workflows, making processes easier, not an additional task or burden in and of itself.
From initial rollout and onboarding to day-to-day use for key processes, interactions and data collection from trial participants, the Mednet team is committed to delivering a product and support solutions designed to streamline processes and improve efficiency through all facets – and for all research team roles and users – across the study.
The annual survey provides a great opportunity for us to explore the user experience of research teams and users across clinical trial sites. Once the data is collected, we sift through the feedback to see where we can improve the customer experience, and we use these insights to identify potential enhancements we can incorporate into our product strategy.
When we describe the Mednet solution, it is important to note we are not only talking about the iMednet platform, but also support tools. The iMednet platform is an Electronic Data Capture (EDC) and comprehensive Clinical Data Management System (CDMS), but the complete solution also includes critical resources such as our extensive library of training videos, comprehensive support and technical services. Our recent whitepaper, Customer Success: A Definitive Model for Accelerating Clinical Research outlines Mednet’s unique approach to support, training and clinical research project operations.
In the recent survey, the overwhelming majority (65%) of respondents identified themselves as clinical research coordinators (CRCs). This role is typically responsible for numerous tasks and activities within the iMednet system. CRCs are often required to use multiple tools that are delineated in different sponsor contracts. On any given day, they may be using multiple electronic data capture (EDC) systems. So, simplicity and efficiency are key to their success.
Onboarding and Training
An important component of getting a clinical trial up and running quickly is ensuring an easy roll out and onboarding across the clinical trial sites. Seventy percent (70%) of end-user respondents agree or strongly agree that online training videos provided them with a good overview of how to use Mednet. On-demand access to the library provides trial teams the flexibility to learn as they go, at their own pace. This is important when teams are simultaneously learning and using multiple systems.
Simple and Easy to Use Technology
Simple and intuitive user interface is also priorities for these end users. Eighty-five percent (85%) of end- user respondents agree or strongly agree that it was easy to learn how to use iMednet. In an environment where multiple clinical trials are being conducted with competing recruiting schedules, timelines, and systems, an e-Clinical solution must be easy to use. This helps teams stay productive and maintain efficiency without sacrificing compliance. Ease of use critical for these teams since they are accessing the system daily. Seventy percent (70%) of respondents agree or strongly agree that compared to other EDC solutions, iMednet is easy to use on a daily basis.
In their fast-paced research environment, speed and efficiency are also a priority. Changing study requirements, shifting timelines, and limited budgets put pressure on end users to maintain high levels of productivity. Sixty percent (60%) of our survey respondents agree or strongly agree that iMednet helps them complete work quickly and efficiently. In fact, 85% of end users surveyed would recommend iMednet for future research initiatives.
We asked end users to let us know what they like most about iMednet. Standard features and functionality that simplify routine tasks were the big winners. Sixty percent (60%) liked the patient record page and 60% also liked the record status icons that provide visual status indicators. Real-time edit checks were end user favorites (45%) as was real-time reporting (45%). User dashboards rounded out the top five end user preferences. To-do lists, data sets on demand (DoD) and linked records were also noted as positives.
A Note About Customer Support
As previously mentioned, while the iMednet software is the core, we consider training and support services and a key component of the Mednet solution. When we evaluated customer support responses, we noticed slightly more than half (51%) of all survey respondents said they agreed or strongly agreed customer support effectively addressed their questions/needs. As a standalone metric, this might be concerning, wondering about the other half. However, 40% of respondents indicated they have never used customer support. This interesting data point was similar to previous surveys where Mednet customer support receives high marks but very few customers actually had a need to interact with the support team. We use this metric, along feedback and insights gleaned from customer support requests, to identity areas of the platform that may need to be optimized to improve ease of use.
Our team is pleased to receive high marks for support, but even more pleased customer support is not frequently required. A priority for the Mednet team is to design the products and accompanying services to be easy to use and empower users throughout the clinical trial process. This is one small indicator of our progress toward that goal.
To learn more about the comprehensive iMednet platform or our approach to customer support, contact us.