Case Study: From Frustration to Relief - How vHelp Transformed NeuroClin’s Expenses

NeuroClin is a clinical trial site based in the UK, focused on advancing treatments for neurological conditions. It conducts clinical trials for pharmaceutical company sponsors that help bring new therapies to market. NeuroClin ensures a high standard of care and ethical oversight throughout the research process, supporting both scientific innovation and participant wellbeing. 

The studies which NeuroClin conducts on behalf of its sponsors rely on the participation of volunteering patients (known as study subjects), who play a vital role in contributing to medical progress. 

NeuroClin requires to reimburse study subjects for expenses incurred while attending studies at its Glasgow site and often also makes a stipend payment (an inconvenience allowance) for their time if directed to do so by the sponsor.

The Challenge With Pre-Paid Cards

NeuroClin approached vHelp in search of a UK-based expense solution that would help it meet KYC (Know Your Customer) and GDPR requirements. Its previous provider, a US-based pre-paid card provider, required users to provide extensive personal data before funds could be issued, and this data was stored outside UK jurisdiction.

NeuroClin had experienced a range of challenges with using pre-paid cards:

1. Personal data: Extensive data demands and identity barriers

After NeuroClin issued the card to the study subject, the user would need to contact the pre-paid card provider and go through an automated activation process. But the process was particularly problematic for NeuroClin’s study subject base, who are often elderly or cognitively impaired. Since the funds were tied to an individual, NeuroClin couldn’t retrieve or reallocate those funds either. Some study subjects gave up entirely after prolonged and fruitless efforts to activate their cards.

2. User experience: Confusing and frustrating

The study subject journey was filled with dead-ends. From navigating automated phone menus to misunderstanding PIN prompts, they were often left bewildered. To make matters worse, the card came with hidden fees, such as 3% ATM withdrawal charges and inactivity fees. Even when study subjects managed to activate their cards, many were blindsided by lower-than-expected balances.

“We had patients spending 30 minutes or more just trying to activate their card,” Martin Donaldson, Reception Manager, recalls. “Some were still trying three months later.”

3. Operation: Manual process and lack of visibility

Behind the scenes, the system demanded manual administrative work. For each expense claimed by the visiting subjects, the front desk team needed to scan receipts and email PDFs to the back-office teams, the back-office team then had to link it to the correct subject on their records. The US time zone added another barrier, with it often taking two days to get a response.

“It became a burden,” admits Martin. 

How vHelp Changed Everything: Simple, Transparent, Human

When NeuroClin moved to vHelp, the transformation was immediate and profound.

“It’s been a breath of fresh air,” says Martin.

1. Personal data: Minimal data captured by vHelp 

vHelp reimburses study subjects directly into their bank accounts: no cards, no PINs and no need for photographic ID. The only data captured by vHelp when the subject registers is their name, phone number, email address and bank details.

“People were so happy,” says Martin. “The funds are just in their bank account. It was a great experience.”

Subjects receive real-time notifications when their expenses are approved, see clear transaction histories, and know exactly when they’ve been paid. 

“They actually trust the system now,” adds Donna, Senior Clinical Trials Administrator.  “They feel secure they’re going to get their payment.”

2. User experience: Better for everyone

Registering a study subject with vHelp can be done independently by the user and it takes no longer than two minutes. However, the team at NeuroClin prefers to sit with study subjects at reception and register them on vHelp one-to-one, building rapport and trust from the first visit. 

“vHelp changed our relationship with patients,” says Martin. “We’re not defending ourselves anymore, we’re part of a helpful process.”

Once subjects are registered, expenses and stipends claims can be submitted and approved within hours, not days or weeks. vHelp ensures the funds are in the subject’s account within 24 hours of the expense approval.

3. Operation: Real-time, transparent and empowering

With vHelp, the study subject can take a photo of the expense and attach it to their expense record.  This receipt photo will also be presented as a live hyperlink in the CSV/PDF reports NeuroClin can extract from the vHelp dashboard. This eliminates the need to keep manual records.

Everything happens within the UK and support is done via chat, email and call back, if there is an issue with a payment. 

“It’s great that vHelp contact patients if there is an issue with the payment and ensure it's resolved and the patient is paid,” says Donna.

NeuroClin’s team has full visibility into each claim. The vHelp dashboard shows pending payments, claim statuses, and even visual summaries to help track costs and workloads.

“I love that pie chart on the dashboard,” says Martin. “It puts things in perspective.”

vHelp gave the NeuroClin team full visibility and control over their funds.

The Result: A Trusted Reimbursement Process

Since adopting vHelp, NeuroClin has seen improved study subject satisfaction through positive feedback, reduced admin load and, most importantly, a sense of restored dignity for those taking part in clinical studies.

“They’re not doing it for the money,” Martin reflects. “But it matters that we get it right.”

Study subjects now leave the clinic confident they’ll be reimbursed without struggle, and staff feel empowered, not burdened, by the process.

“We can actually say: ‘Yes, madam, your expense has come through on our vHelp dashboard, we’ve approved it. You’ll be paid shortly.’ And we mean it,” says Martin.

vHelp shifted NeuroClin’s front desk team focus, from fielding payment queries to creating exceptional experiences

For NeuroClin, vHelp hasn’t just replaced a system, it’s rebuilt trust.

Photo by Vitaly Gariev on Unsplash