Support for patients and HCPs using medical devices or SaMD

How we help patients with medical devices or Software as a Medical Device

ESMS acts as a single point of contact for supporting patients with the use, maintenance, and troubleshooting of medical devices, software (SaMD), and patient companion apps.

We deliver a compassionate, empathic service for patients who require support with devices and/or software. In addition to supporting patients using devices, we also support patients who do not wish to use a device, but for whom we collect trial data which we report to the CRO.

We are also able to identify adverse events.

What is included

  • Initial user registration
  • Data capture on behalf of patients unwilling to use an app
  • Level 1 technical support
  • Response to device alerts
  • Escalation of issues to technical helpdesk
  • Escalation of issues to device/software development teams
  • Identification and capture of adverse events
  • Compassionate support for your trial patients

How we help HCPs with medical devices or Software as a Medical Device

Whether you are using a device or application for a clinical trial or as part of a virtual ward, as a healthcare professional you will be aware of the importance of having immediate support around the clock, when it is required.

ESMS is able to support your patients, you and your team, whether that is help with a device or app, by:

  • Handling alerts and adverse events
  • Passing on protocol or treatment details
  • Ensuring that information and support is available to clinical teams 24/7/365

We are able to customize a data capture solution which aligns with your specific requirements.

Multilingual, global support

We provide support in 45 languages, industry standard global call-centre telecoms, and compliant validated computer systems to gather data.

In addition to this, our team of consultant physicians, also available 24/7, is able to provide support in the case of a clinical emergencies.

Help with recruitment to clinical trials

We support and manage enquiries from trial registries such as – as a result, we manage a wide range of enquiries including enrolment requests from patients or carers, compassionate use requests, warm handling of media and medical information enquiries, and escalation of regulatory and emergency support enquiries.


Want to know more?

Complete our enquiry form today, or email us at to find out how we can support your next study.