The Fearsome Falafel

Some time ago, one of our investigational centers was transitioning from their local IRB (which was fraught with delays upon delays in reviewing submissions) to WIRB. WIRB proactively followed up with both the sponsor and the site to resolve informed consent issues that they identified in their review. Their reviews are always timely and we've not had issues with them in my 15 years of experience.

Strengths: Fast turnaround, good follow-up/high level of responsiveness, personnel that are reachable

Needs to improve: While they have a rapid response to most submissions, they do seem to simply "rubber stamp" reviews, so to speak. The review feedback seems to be not quite as in depth as local IRBs - but then again, local IRBs sometimes ask questions for the sake of asking questions.

Godaddy doesn't do anything spectacular - but it does it well. They provide a service and we've not run into an issue where our nameservers were not being directed to. Overall experience with Godaddy is great, in our limited use.

Strengths: Fast DNS propagation - meaning this domain registrar links your domain name to the nameserver very quickly. Relatively cheap, compared to what other companies can charge.

Needs to improve: Their website has too much going on, is difficult to navigate to change things, and there are a lot of click-throughs to get to where you need to go, when purchasing. They really try to upsell their products.

We have used Survey Monkey for several different purposes in my current place of employment. From polling for where to go for a company celebration, assessing morale, or gaining anonymous feedback regarding potential paths our group will take. We've also used it to survey physicians on a more informal basis regarding their thoughts about a recent meeting.

Strengths: Easy to use interface. A no-nonsense way to survey physicians and in-house personnel.

Needs to improve: The name is a little unprofessional. That's my personal opinion, though. Otherwise, no issues.

Our company has used UPS in the past to ship out product to hospitals and labs. Pickups were consistently on time and they typically got to where they need to get to, as promised. They can be very pricey for last minute emergencies ... and those happen(ed) all the time.

Strengths: Fast shipping to most of the country. They provide a service that most companies like us need.

Needs to improve: We've had a few packages damaged but, overall, service from UPS is pretty good

We had an FDA audit and had to pull back our files to review very quickly. They were able to do this for us and we survived without too much pain. We are grateful for their services.

Strengths: Iron Mountain allows our group to be compliant with the federal regulations for records retention. They're always prompt about picking up our files and we are able to retrieve them relatively quickly, if we need anything.

Needs to improve: Having to complete the records forms on paper is a pain. It would be a lot easier if they allowed for us to manage and inventory our boxes in a more digital way. It seems very old school, The boxes are also kind of pricey - it's just cardboard.

Despite the difficulties in getting the system launched and fixed, whenever we needed it to be, our experience with Datatrak was relatively positive. Our project manager was a superstar. He and his supervisor came by a few times to visit us. They were very good value for the money, at the time.

Strengths: They are typically ahead of their time. I used a previous version of their software whose frontend study coordinators absolutely loved, since the layout was similar to the way paper case report forms looked like. Also, one of their strengths was great communication from project management and upper management.

Needs to improve: Deadlines were consistently not met. "Go live" dates were pushed and, after the system had launched, getting the database changed was like pulling teeth. Granted, we used what is now a legacy system, however it was a pretty difficult experience to go through, reporting the delays to our upper management.

We used to contract with IBM for all of our computing needs. The transition to Lenovo was seamless and there has not been a noticeable dropoff in quality. If anything, it has gotten better as computer technology has improved by leaps and bounds. They have consistently provided a high quality product, are always timely, and are great with fulfilling warranties. No issues whatsoever.

Strengths: Excellent product. Sturdy, stylish, consistent with the level of quality that was expected with IBM.

Needs to improve: No major issues

We haven't come across any major issues.

Strengths: Name brand equipment, traditionally solid equipment, professional vendor representatives

Needs to improve: Newer equipment doesn't seem to be built like the older machines. While our experience is limited to our company, our newer printers and copiers require more frequent servicing than the old ones, which were built like tanks and didn't jam or break down as much.

We have no complaints regarding our use of Cardionet in their provision of TTMs in our clinical study. Many of our clinical centers have commented to us that they have had positive experiences working with Cardionet.

Strengths: We used Cardionet for their TTM services. Our experience was excellent. Customer service was always responsive and they were always willing to work through issues with us.

Needs to improve: They seem understaffed though this never posed a major issue.

We've used KJI for a LOT of translation and the work product has been consistently stellar. Turnaround is usually pretty quick and edits from a native reviewer are typically minimal. We really appreciate their quality of work.

Strengths: Fast turnaround, easy to use website, great customer service

Needs to improve: None

Our company hires a lot of temporary contractors and turnover, for various reasons, is understandable. Through it all, Kelly Services has consistently provided high quality candidates that has helped our company quite a bit. Some people we've actually hired on permanently. Thank you, Kelly Services.

Strengths: Excellent candidates and referrals. The individuals we've brought on have been consistently stellar.

Needs to improve: Expensive.

Customer service was excellent and communication was never an issue. They fulfilled their end of the contract.

Strengths: Our company used their TTM services for a clinical study. Their staff was great, communication was excellent, and our study subjects were kept per-protocol. Thanks!

Needs to improve: It was expensive, but worth it.

We used Global Dosimetry to assess radiation doses provided to patients in a clinical study. They did a very good job setting things up and getting the data to us in a form we could use for analysis. We also used their radiation badges/dosimeters for worker safety and had good experience with that, as well. No complaints for a great vendor.

Strengths: Fast turnaround, great website interface, excellent customer support

Needs to improve: None - we had a great experience with Global Dosimetry

One of our clinical studies required an inordinate number of external flash memory sticks. Amazon had very competitive pricing and and shipped them very quickly. As a vendor for business purposes, they excel as much as they do in the consumer sector. I find they're better in every facet than the major office supply store vendors we use. I wish we used them for everything.

Strengths: Fast shipping, excellent customer service, excellent prices, easy to navigate and informative website, easy check-out

Needs to improve: None

The service has always been excellent and I haven't run into an issue with their presence across major airports. I always am valued as an Emerald Club member. I've gotten some brand new luxury cars at some airport locations, as an Executive level member. They run very good promotions that have allowed me to travel for free in a lot of places on my own time, because of my use of their services through my company.

Strengths: Emerald club program is excellent (free days and promotions!). Impressive selection of cars in some Emerald aisles.

Needs to improve: Expensive!

Several of the cars I've gotten recently (mostly in the South) have had a very strong cigarette smell to them.

Strengths: Presence at all major airports, recognizable name, friendly counter representatives

Needs to improve: The rewards program is lacking, compared to National. I do not get any real benefit from renting from Avis (e.g. free rentals, airline miles, etc.) and I'm bummed that they are our preferred provider.

All of the clinical study monitors we used in our study were listed as senior but we now feel otherwise. We ended up having to train their monitors how to do their work and were essentially monitoring by proxy, through what was poorly written in their reports. Some of them never picked up the disease state well, at all, and were asking questions about CRFs that how endpoint implications years into the study. Reports were consistently on the edge of being late or completely late. Above this, we were being charged for some ridiculous hours for the quality of work we were getting. The sales reps and project managers promised the world at the beginning of the study and had some fancy sales slides in our meet and greet, but the result was average for a CRO.

Strengths: In our experience with Medpace, they're very timely with invoices.

Needs to improve: Experience of personnel, timeliness of reports, communication, cost

We have a great relationship with our Shred-It guy. Also, we haven't had any major issues and have used them for 10+ years. I do not foresee us changing, based on their level of service.

Strengths: We're able to securely shred confidential paper documents we no longer need. Also, we use them for CD and DVD media disposal, as well. Great customer interaction with the Shred-It guy that comes around every week.

Needs to improve: This might not be a weakness of Shred-It, but the bins aren't clearly marked as to what is and is not considered confidential by our company. As a result, I see people sometimes putting FedEx envelopes in them. Shred-It may consider a service for allowing companies to easily post what's considered confidential (or refer them to a standard operating procedure), to allow for unnecessary expense.

Not fond of my experience with them. Follow-up to questions or requests was non-existent.

Strengths: Cost, geographical coverage of areas it can manage, accessible customer service

Needs to improve: Communicating with tenants and fielding neighbor complaints

I would call it a neutral experience.

Strengths: Good product in eClinical OS and Veracity EDC systems.

Needs to improve: Delays in launch, despite promises. Awful and obvious misspellings in the database that took weeks to rectify and made the database appear unprofessional. Delays in fixing systems. Lack of communication was common.