Effective and respectful communication with matched participants is a critical component of ethical clinical research. As soon as your site chooses to accept a participant through the DecenTrialz platform, all subsequent interactions whether via phone, email, SMS, or another approved method, must align with institutional review board (IRB) guidelines, participant rights, and industry regulations.

This section outlines the principles and expectations for site-to-participant communication during the pre-screening and referral process.

Why Communication Matters

Each participant matched to your site is a prospective volunteer who has:

• Taken the time to complete a health-based pre-screener
• Expressed interest in learning more about clinical research
• Not yet committed to enrollment or in-person screening

The goal of your communication is not to convince or enroll, but to inform, answer questions, and support the participant’s decision-making process. This includes helping them understand what to expect and whether the study may be right for them, without pressure or bias.

Core Communication Principles

When contacting a matched participant, site staff must follow these principles:

Principle	Description
Respect & Dignity	Speak with empathy. Acknowledge their time, interest, and right to ask questions or decline.
Clarity & Simplicity	Use plain, accessible language. Avoid complex medical terms unless the participant asks.
Transparency	Clearly state your name, role, the trial name, and why you are contacting them.
Voluntariness	Emphasize that participation is voluntary and that they may opt out at any time.
No Pressure	Never use urgency, guilt, or incentives to pressure participation or scheduling.
Privacy Respect	Confirm the participant’s identity discreetly before discussing study details.

Before You Initiate Contact

Before making contact, site teams must:

• Confirm the participant has been formally accepted in the Match Dashboard
• Review their pre-screener responses to tailor your outreach appropriately
• Use only the IRB-approved contact script or templates stored in your site’s communication library
• Determine the best time and method for outreach based on participant-provided preferences (when available)

Reminder: Participants may withdraw their interest at any time. If a participant communicates withdrawal, mark the record accordingly and cease further contact.

What to Say in the First Message or Call

Your initial outreach should include the following elements:

1. Your name and institutional affiliation
   (e.g., “Hello, my name is Dr. Patel, and I’m a research coordinator at ABC Medical Center.”)
2. Mention of DecenTrialz referral
   (e.g., “You recently filled out a brief survey on DecenTrialz, and based on your answers, we’d like to share more about a study we’re conducting.”)
3. Clarification of next steps
   (e.g., “This call is just to provide information. You can take your time before deciding whether to move forward.”)
4. Respect for time and consent to proceed
   (e.g., “Is this a good time to speak, or would you prefer to schedule a follow-up?”)

Recording Calls

Some jurisdictions require participants to be notified if a call is being recorded. If your site records outreach for training or compliance, always obtain verbal consent (e.g., “With your permission, this call may be recorded for quality purposes.”)

Do’s and Don’ts of Participant Communication

Do:

• Use professional, polite language
• Let the participant lead the pace of the conversation
• Provide IRB-approved study facts
• Log each contact attempt and response in the platform

Don’t:

• Promise benefits or outcomes
• Misrepresent the nature of the study
• Use phrases like “you have been selected” (unless IRB-approved)
• Discuss non-study-related health advice

Handling Sensitive Scenarios

If a participant:

• Expresses fear or uncertainty: Acknowledge their concerns and offer to provide official materials or follow-up later.
• Requests a copy of the consent form early: Refer them to the site’s standard process or send pre-consent material, if approved.
• Mentions previous negative trial experiences: Remain empathetic and non-defensive. Offer support without persuasion.

All team members must complete DecenTrialz communication compliance training before outreach begins.

Inclusivity Note: If a participant appears to require additional language support or accessibility accommodations, refer to your institution’s translation and communication assistance policies. DecenTrialz also offers template guidance in multiple languages upon request.

Documenting Your Outreach

Every communication attempt must be logged in the system with:

• Date and time
• Type (call, email, SMS, etc.)
• Outcome (spoke, no answer, follow-up needed)
• Notes (optional but recommended for continuity)

This log supports audit readiness and protects participant safety and site integrity.

Key Note: Communication with participants is not just outreach, it is a reflection of your site’s professionalism, ethical standards, and commitment to human research protection. Treat every interaction with care, transparency, and respect. Always defer to IRB guidance when in doubt, and never substitute informal practices for approved protocol.