FDA PRO Guidance and ePRO patient reported outcomes solutions with patient eDiaries

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"PHT's internal help desk is a closed-loop system that enables its support professionals to solve problems. While most issues (over 95%) are resolved on the first call by dedicated PHT support experts trained in every active client study, they have access to neighboring Tier-2 technical resources for escalation and rapid problem resolution."

Bill West, Sr. Auditor
TUV Rheinland of North America
PHT's ISO auditor

Read more on what people are saying about PHT.

Electronic Medical Patient eDiary and Clinical Data Tool

PHT Support Center

According to our clients, PHT's internal Support Center (PSC) is one of the most valuable services we provide. Staffed exclusively with PHT experts and trained in each active client study, the PSC resolves 75% of support issues on the first call, and 95% of the issues are resolved without the need for escalation. PHT's highly trained Technical Support Specialists are based in Boston, MA, USA and Geneva, Switzerland. Both locations are staffed by experienced multi-lingual specialists with over 100 years of combined support experience.

Solving Problems… Now

PHT understands the importance of each clinical trial, and how delays due to eClinical Systems could be costly and frustrating. That is precisely why we have invested in developing a professional internal Support Center with immediate access to Tier-2 and -3 technical resources, which empowers the team to solve problems quickly. PHT's tiered support structure is comprised of highly educated and trained engineers with dedicated resources in the areas of Product development, study development, database design, and release engineering, to name a few. The hierarchy of support allows for quick triage and resolution of caller's concerns.

Available Around the Clock

PHT's help desks provide expert support, 24x7, to clients, sites, and patients around the world. Our PSC professionals are available anytime, anywhere. With PHT, friendly and fast support is only a phone call away from anywhere in the world.

Global Support Options

Because PHT implements complex trials with sites all over the world, it is important that our PSC supports multiple languages. Our help desk professionals are fluent in many languages, including Albanian, English, French, German, Italian, Japanese, and Spanish. Should we receive a call in a language we don't support internally, we immediately conference in our translation partner, TransPerfect, and seamlessly continue the call. For Japanese trials, we offer support services via the PSC or through we partner with a leading provider for localized help desk support and project management.

Issue and Trend Tracking

Every call received by our PSC is tracked with a logged case in our call tracking system, which ensures proper handling and escalation of each issue if necessary. These reports are used to analyze call volume patterns and trends per trial, and are reviewed with sponsors by the PHT Project Team on a regular basis.

PHT Spotlight: Lee Dube, Manager of Technical Support

Lee Dube, Manager of Technical Support

Mr. Dube joined PHT in 2007 as Manager of Telecommunication Services with over 11 years Telecommunications, Technical Support, Services Delivery, and Project Management experience. As Manager of Technical Support and Data Quality Management, Mr. Dube is responsible for PHT's Support Centers based in Boston and Geneva as well as the Data Quality Management and Tier 2 Technical Support organizations. Under Mr. Dube's leadership these teams are dedicated to handling customer reported issues, quality/technical investigations, defect resolution, and various product improvement initiatives. Mr. Dube was the proud recipient of PHT's first President's Award in 2009.



Learn More about the PHT Support Center

Contact PHT to learn more about the PHT Support Center, including the types of questions that generate the most calls, typical call volume per site, and expert recommendations for the best ways to support your next ePRO trial.