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Service providers are external organizations that provide centralized services to your study, such as central laboratories, imaging core facilities, or specialized testing services.

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What are Service Providers?

Service providers:
  • Operate independently from individual sites
  • Provide services to multiple sites
  • Enter data that appears on site participant records
  • Have their own team with specific roles

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Common Service Provider Types

TypeServices
Central LaboratorySample processing, laboratory results
Core LaboratorySpecialized testing (e.g., imaging reads)
BiorepositorySample storage and management

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Enabling Service Providers

1

Navigate to Study Settings

Go to Study Settings > Service Providers.
2

Enable Feature

Toggle service providers to enabled.
3

Configure Options

Set whether sites can edit their provider selection.

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Adding Service Providers

1

Add Provider

In Study Settings > Service Providers, click “Add Service Provider”.
2

Enter Details

Provide:
  • Organization name
  • Contact information
  • Service type (e.g., Central Laboratory)
3

Configure Services

Define what services this provider offers.
4

Invite Team

Invite Laboratory Lead and assistants.

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Service Provider Roles

RoleCapabilities
Laboratory LeadManage team, enter results, configure workflows
Laboratory AssistantEnter results, view assignments
See Service Provider Roles for details.

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Site Selection

Sites select service providers during setup:
  1. During onboarding, sites view available providers
  2. Sites select their preferred provider
  3. Provider gains access to that site’s participant data
  4. Provider can enter results for that site
If enabled in study settings, sites can change their service provider selection after initial setup. This may require data migration coordination.

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Data Flow

Site creates participant → Sample collected → Sample sent to provider → Provider enters results → Results visible at site

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Data Entry by Providers

Providers enter data that:
  • Associates with the originating participant
  • Is visible to the site team
  • Follows the same data quality workflow
  • Appears in participant data exports

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Provider Workflows

Assign workflows to service providers:
  • Sample processing procedures
  • Result entry protocols
  • Quality control checklists

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Coordination

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Communication

Establish communication channels between:
  • Study team and provider
  • Sites and provider

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Turnaround Times

Define expected turnaround times for:
  • Sample processing
  • Result availability
  • Query resolution

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Issue Resolution

Create procedures for handling:
  • Missing or damaged samples
  • Result discrepancies
  • Equipment issues

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Monitoring Provider Performance

Track provider metrics:
MetricDescription
Turnaround TimeAverage time from sample receipt to result
Completion RatePercentage of expected results entered
Query RateFrequency of data quality queries

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Best Practices

Document service expectations, turnaround times, and responsibilities.
Ensure provider staff are trained on study-specific requirements.
Schedule regular check-ins between study team and providers.
Implement clear sample tracking procedures from site to provider.

Service Provider Roles

Role definitions for provider teams.

Site Setup

Configure sites to use providers.