HQ: Retention

Boost Study Retention
+ Maximize participant engagement
with one integrated solution

Reduce patient burden by providing each trial participant a single, trusted point of contact for continuous support throughout the life of your study.

retention's impact on clinical trials

The Avoidable Pitfalls of Poor Retention Design

Trial participants expect and deserve well-supported and seamless trial experiences. To help your team avoid budget overruns and delays, we bring together the software and participant support staff needed to avoid the most common hurdles in participant retention.


Clinical trials that fail to retain enough participants 1


Global dropout rates in late-stage clinical trials in 2019 2


of patients who dropped out early found site visits "very or somewhat stressful" compared to... 3


of patients who completed their studies reported the same. 3

automated + personalized reminders
24/7 ClaraCare Participant Support
participant informational hub websites
scheduling support
Site visit informational guides
participant check-in messages
study team communication augmentation
Travel concierge booking + support

participant feedback

The Clara team so thoughtfully planned my trips! They so totally exceeded my expectations with the process of executing travel plans.

Plus, they were always able to answer my questions, listen to my concerns (and even speak with the site on my behalf), and arrange accommodations nearby the site that de-stressed my travels immensely!

Rare disease patient
supported by clara HQ: retention

cohesive patient support

Reduce Patient Burden With A Single, Unified Solution.

We designed Clara HQ: Retention based on our team’s experience in supporting patients with mobility challenges, vision impairments, and other health considerations that make trial participation a challenge.

By providing participants with a single, trusted point of contact throughout their participation in your study creates a comfortable environment for all patients and their loved ones. This lets them ask questions, provide feedback, and raise concerns, all of which helps us to proactively address the issues that might have caused a participant to drop out in the past.

featured success story

Supporting 200 Participants in a Fully-Virtualized Clinical Trial

The partner ran a fully virtual study that included 200 COPD patients from all across the US. Based on the positive results of the study, the partner company has gone on to raise $38M in additional capital.


The partner launched a nine-month long, fully virtual + decentralized COPD trial that required constant participant usage of a medical device. Participants also needed to complete weekly ePRO entries.

The participants were primarily 55+ years old, and skewed towards rural areas; both factors added to the difficulty of keeping participants engaged through the course of the multi-month study.


The partner leveraged HQ: Retention for participant technical onboarding + medical device activation, automated + live check-ins, and 24/7 live support.

The partner also leveraged HQ: Recruitment to qualify the patients that an external marketing team brought in.

By leveraging reminder messaging, 24/7 live support for any participant who needed technical or trial-related help, and using Clara's user-friendly ePRO platform, 71% of the participants successfully completed all nine months of the study.

products + services

ePRO administration + collection

Live, manual check-in phone calls + messages

Automated check-in messages

ClaraCare participant support

HQ: Recruitment Platform

By the numbers

200 participants

71% retention rate

12,000+ outreach messages delivered via automation + live support 

5,000+ weekly surveys completed

199 device activations

10,000+ applicant pre-qualification forms collected + processed in real-time

Full capabilities

A Deeper Dive Into HQ: Retention

No matter your retention needs, our flexible + scalable platform can help accelerate your study's enrollment experience for every interested patient and caregiver.
Contact Our Team ⟶


Patient-Facing Communications

Streamlined communications with a single point of contact

Automated participant check-ins

Live support participant check-ins

Distribution of study updates + news

Distribution of trial endpoints

Site Communications Augmentation

Patient questions + concerns triage

Distribution of site-level updates

Escalation of site-reported friction points

Augmenting or offloading of site visit scheduling

Augmenting or offloading of reimbursement processes

Patient Resources

Trial-related Resources

Participant informational webpages

Site + site visit informational guides in downloadable + print formats

On-page live chat support on informational webpage

Post-Trial Resources

Trial alumni registry webpages

Follow-up digital surveys

Distribution of new sponsor-related opportunities

Integrated application flow from registry to new opportunity webpages

Site Visit Logistics

Travel Concierge

ClaraCare travel booking based on patient needs + protocol requirements

Uber Health + Lyft Pass for Healthcare integration

Reimbursement submission webpages

Reimbursement concierge service

Site visit support

Automated ClaraCare check-in messages during duration of visit

Scheduling support for site visit

Coordination between participant + study site team

Post-visit followup participant sentiment check-ins

Live support available through duration of site visit

Digital Surveying

Electronic Patient-Reported Outcomes

Capture clean, actionable outcomes data in-person, remotely, or anywhere in-between

Support patients towards completing key trial tasks, such as diaries, questionnaires, and more

Automated or live follow-up messages based on completion rates + study protocol design

Administered via HIPAA-compliant digital surveys

Digital Sentiment Surveys

Regularly scheduled, low-friction participant check-in surveys proactively uncovers low sentiment that may lead to drop-outs

Delivered via each participant's communication channel of choice

Administered via HIPAA-compliant digital surveys

Participant Support

24/7 Live Support

Support for both patients + caregivers

Always-on support via live chat, secure SMS, compliant email, and voice call

Dedicated email address + phone number for study

ClaraCare team trained on study protocol + escalation paths

24-hour and 48-hour response time support available

Automated nudges

Automated, scheduled messages sent via applicant's preferred channel

Best practice templates available for sponsor use

Fully customizable messages

How can we help your team?

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