Business ProfileforAccellacare Research of Cary

Unbelievably poor experience in a trial managed by this Accellacare group. In coordination with ******* (J&J division), this team took on a trial without bothering to integrate their processes with the tools that trial participants must use to participate (some detail follows). Stay away from any trial managed by this team, especially if it involves ***** and their Study Hub!

Communications with participants is through app (Android, though perhaps iOS is available), web site, and email from yet another partner, *****. The app was a nightmare to get working; several hours and a 2nd call to a help desk later, I discover a web site can be used instead. This was not stated at the start, though the web site was very usable from smartphone or tablet, or laptop PC. Local staff and help desk were so focussed on getting the app working on smartphones they just wouldn't refer simpler web site.

Next, emails to me repeatedly referred to a televisit, again only launching through the smartphone. I could not get that working so switched to a ******* laptop, which DID work to access the intended web site. Except there was no link to a televisit. Study leaders (MD and project manager) were listed on the web page, but with no contact information only the 833 web site help desk number. Calling them again , they were no help initiating the televisit. Asking for the local contact took another 10min to actually get a local contact at Accellacare.

When local number reached, 45min after starting, I am told there is NO televisit, staff will call me and were running late. When I told local staff that no communications had indicated I would be called that day, only that I must join a televisit the local staff states "not our tools or responsibility". I told staff the ONLY communications with me as a participant are through the ***** site and emails, staff gives apologies and repeatedly states they have no idea what the ***** study hub processes are. Unbelievable, to be continued...