Why Are Referrals so Hard to Contact?

Understanding the Challenge

This is a common and frustrating one: not just in research, but across all industries that rely on advertising to attract leads. If you’re finding it difficult to get in touch with referrals, you’re not alone - and it’s not a reflection on your study, your outreach, or your team.

In studies involving sensitive health conditions like depression, PTSD or age-related challenges, it’s natural for individuals to proceed more cautiously. They may feel uncertain, overwhelmed or simply not ready to talk right away even if they initially expressed interest. That said, there are a few high-impact strategies that can increase your contact rate:

Use an Appointment Booking System

A key issue in making contact is timing. Cold calls - no matter how well-intentioned can feel intrusive or catch people off guard. This can be especially difficult for individuals who:

• Are managing anxiety, depression, or cognitive changes
• Feel nervous about discussing their condition
• Be unsure of what to expect from a study team's call

Using a simple phone appointment booking system (and link in cases of rescheduling) can help. When participants choose their own call time:

• Clear expectations and structure help referrals feel guided and supported
• They feel a greater sense of control and preparedness
• They are more likely to pick up and engage meaningfully
• Your team avoids the inefficiencies of repeat unanswered calls

Build Connection and Reassurance in the First Call

Once contact is made, the first conversation is a powerful moment to build trust, especially with participants who may be hesitant or have previously had negative healthcare experiences.

We encourage your team to:

• Speak slowly and warmly
• Normalize any hesitation the participant might feel
• Reassure them that there's no pressure or obligation
• Be supportive and flexible, do as much as you can to help your referrals integrate with your process.

The participant–researcher relationship plays a vital role in study retention, especially for vulnerable populations. For more on this, please see our Best Practice guide here.

Provide Gentle, Flexible Communication Options

Participants may feel more comfortable reaching out when they have options. We recommend providing both:

• A clear contact number (so they can expect your call or reach out directly)
• An email address (for those who prefer to write or need more time to respond)

You might also consider offering SMS/text support for participants who find phone conversations difficult.

In Summary

Contacting referrals, particularly those navigating complex health or emotional concerns, requires extra care, flexibility, and patience. But small, thoughtful changes to your outreach approach can make a big difference. By using our phone screen appointment system, creating room for connection, showing a willingness to be accommodating, and offering compassionate communication options, you can dramatically increase your contact success and make participants feel truly seen and supported.

Let us know if you'd like help setting up an appointment system or refining your participant messaging - we’re here to assist every step of the way!