Interactive Voice Response Services

Global clinical trials require recruiting, enrolling, randomizing and often adapting patient treatment — plus the logistics of forecasting, managing and delivering clinical supplies.

To provide greater efficiency, control and cost-effectiveness in this process, Quintiles has established a complete portfolio of Interactive Voice Response (IVR) services which employ reliable voice recognition technology and secure voice and data transmission to centralize management of these important functions.

These IVR services — as well as evolving web-based Interactive Response Services (IRT) — are provided by Cenduit, a joint venture formed by Quintiles Transnational and Thermo Fisher Scientific, the world leader in supply chain management and clinical logistics. The goal of this partnership is a seamless flow from study design through final database lock, resulting in many significant advantages for our clients.

Global Reach

Through synergy and innovation, Cenduit has created an IVR and IRT enterprise with global reach to support multi-continent pharma clinical programs. Centers are located in five locations: Allentown, PA, and Research Triangle Park, NC, USA; Bangalore, India; Horsham, UK; and Basel, Switzerland.

Proven Benefits

The benefits of Quintiles IVR and IRT services delivered through Cenduit include:

  • A central conduit for communication flow enabling greater total study control
  • Integrating the supply chain processes of packaging and distribution with the clinical processes of patient enrollment and treatment
  • Fast set-up possible using pre-validated software

Multiple Interfaces

The system platform currently supports:

  • All aspects of patient management from screening through treatment completion
  •  The most complex randomization schemes from static, stratified, or cohort controlled dose escalation with unknown endpoints, to covariate adaptive minimization, and adaptive trial design
  •  Patient diaries and questionnaires via telephone and/or Internet web interface
  • Flexible site communications with three interfaces that can be used interchangeably
  • Internet, automated fax, and telephone
  • 24x7x365 Helpdesk with Multicultural, Multilingual Support
    • 46 languages in use – supports Unicode font – Japanese, Traditional Chinese, and Korean
  • Technical support for site users is provided by Cenduit’s Helpdesk personnel; Helpdesk staff is trained in each study to resolve calls and answer questions.

Flexible Reporting Options

Our IVR system can deliver standard or customized reports by fax, file transfer, email, voice, data extraction or secure Internet site. You can analyze data collected over the telephone by patient, site or country, or across the entire study. Any recorded information is available via HTML real-time reports, 24x7, including:

  • Screening Reports
  • Randomization Reports
  • Patient Details Reports
  • Post Randomization Dispensing Visit Reports
  • Warehouse and Site Stock Level Reports
  • Courier Data and In Transit Details

Quality Control

Quintiles IVR services address compliance with the FDA's 21 CFR Part 11 regulations for electronic data and records through the implementation of appropriate procedures, documentation, audit trails and security.

Further information at www.cenduit.com.

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