Multilingual helpline for patients and HCPs

Support for patients and HCPs available in 45 languages, 24/7, 365 days a year

ESMS is available 24/7 to patients and clinicians whenever queries arise. We can also make scheduled, outbound calls to patients to provide support, arrange sample collection or whatever is needed to help ensure the smooth running of your trial.

We deal with adverse events and product complaints

Our service includes the identification, capture, and reporting of adverse events and product complaints.

What is included

  • ePRO support
  • eCOA support
  • Appointment scheduling
  • Active reminders
  • Support in 45 languages

  • Available 24/7 365 days/yr

  • Operates worldwide

Our helpline is especially focused on supporting clinical trials

ESMS has a long track record of directly supporting patients enrolled on clinical trials, plus any HCPs that are involved. We provide an immediate, ever-present point of contact regarding any help or information that is required.

Alongside the reassurance given to patients and HCPs, we seamlessly integrate with your current trial management processes in order to provide the required trial data.

Whether it relates to capturing data on behalf of the patient, or to any issues using devices and software, we’ll be there to talk through concerns and help smooth the way.

Helpline for patients and HCPs using medical devices or SaMD

How we help you

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

Compassionate support for your trial

We deliver a compassionate, empathetic service for patients who might have issues with devices and/or software. We are also able to identify adverse events.

  • First-level technical issues

  • Escalation of issues to technical helpdesk

  • Response to automated device alerts

  • Initial user registration

  • Identification and capture of adverse events

  • Escalation of feedback and product complaints

Our clients

Contact us

Call us on 0044 207 113 7878 or email

Or complete our enquiry form to find out how we can support your next study.