Case study

Sonex Health achieves 98% study-visit compliance with Mural Health & Viedoc ePRO

Challenge 

Sonex Health needed to quickly generate high-quality clinical data across three complex post-market studies while managing numerous sites with limited research experience. Achieving this required optimized data collection, reduced site burden, and rigorous compliance standards under tight timelines. 

Solution  

By implementing Viedoc’s ePRO platform, integrated with Mural Health’s Mural Link digital payments system, Sonex Health streamlined site workflows, automated patient engagement, and ensured fast, reliable participant compensation—all key enablers of robust, compliant studies. 

Result

The solution has driven at least 98% participant visit compliance in a study of over 1,300 participants across 33 sites. Most participants complete their visits after a single reminder, and over 97% have claimed next-day digital payments in the ongoing clinical study.  

November 27, 2025

Medical device innovator Sonex Health elevated its post-market clinical research platforms and achieved high quality clinical data to support its regulatory and market access strategies by adopting Viedoc’s ePRO and clinical data management platforms, fully integrated with Mural Health’s digital payment system. The approach streamlined workflows, improved patient retention, and ensured reliable participant compensation—setting a new benchmark for participant experience.

Driving post-market studies through digital patient engagement 

Bringing a new medical technology to market is only the beginning. For Sonex Health, a Minnesota-based medical device company focused on a minimally invasive approach for carpal tunnel release (CTR), expanding patient access to its novel technologies is an important goal. 
 
Sonex Health launched a series of three post-market studies to demonstrate that CTR could be performed safely and effectively across multiple settings of care. However, working with a diverse set of sites meant many were unfamiliar with the operational aspects of clinical data collection and participant-payment compliance. 
 
During its second study, Sonex Health’s original payment provider compounded the challenge: prepaid cards expired, redemption failed, and participants weren’t receiving their stipends.  The vendor told them that “there was nothing they could do to remedy the situation and ensure patients received their payments, due to the lack of reporting available in their system,” recalled Amanda Maltzen, Director of Clinical Affairs at Sonex Health. 
 
Frustrated participants and study site staff threatened study retention, compliance, and timelines, she explained, making the need for a more reliable, patient-friendly digital solution more urgent. 

Enhancing participant engagement through digital payments 

Sonex Health partnered with Viedoc and Mural Health to create an integrated, all-in-one solution. Viedoc’s ePRO platform was chosen for its intuitive operation, fast and straightforward customization, and robust support. Amanda noted that the platform is "competitively priced" and has an "easy user interface."  

For the sites, Viedoc’s intuitive design means fewer delays, less support needed, and smoother data capture. ​​The result? Greater than 98% visit compliance measured in the ePRO system, plus a seamless mechanism for participants to receive payments for each visit. 
 
A key factor is Viedoc’s broad API support. Mural Health’s Mural Link system integrates directly into Viedoc, enabling digital payments to participants within 24 hours. With Mural Link, participants are empowered to choose from 10+ fee-free payment options, including PayPal, Venmo, Zelle, direct deposit, and prepaid cards. 
 
The results were incredibly positive for both the study team and participants. Mural Health not only replaced the failed payment system but also helped to repay participants who had previously been unable to access their compensation. “The average participant age was around 60 years old, with the oldest being 90,” said Courtney Collins, VP of Customer Success at Mural Health. “That proved that even older patients are absolutely willing to use digital tools when the experience is easy and transparent.” 

​​​Participant engagement rates reflected the ease of use of the integrated payment system. For the second study, payments were ultimately claimed by 100% of participants, while for the current, ongoing study, engagement has climbed past 97%. 

Clinical study results highlighting high participant engagement with digital payments.
Patient logging into an online clinical study portal

Streamlining clinical study management with digital tools

Viedoc’s platform helped Sonex Health build scalable, compliant workflows that empowered both site staff and patients: 

  • Automated notifications consistently led an average of 85% of participants to complete their visits with a single reminder, minimizing manual follow-ups. “We see patients logging in as soon as their visit window opens,” Amanda Maltzen explained. “That level of engagement just didn’t exist before.” 
  • Web-based access allows patients without smartphones to log in from any device, even at a public library.
  • Power BI integration ensured real-time visibility into visit completion and compliance tracking. 

“The time the Viedoc team spent helping us configure, test, and optimize the system was unlike anything I’ve ever experienced,” explained Kevin Hagelin, Senior Data Manager at Sonex Health. “The support we’ve had has been the best of my career. This experience makes us want to use the same systems in future trials,” he added. 

Redefining participant engagement in post-market clinical research 

For Sonex Health, this partnership went beyond convenience. It established a new model for participant engagement in post-market studies. Their success with Viedoc and Mural Health shows how medical device companies can execute complex post-market studies that fully engage participants. 
 
​​For additional insights on managing complex, participant-centric trials, see how a CRO leveraged Viedoc’s ePRO platform to run a multi-center study for drug-free migraine neuromodulation, enhancing compliance and data quality. 

Doctor talks to patient in clinical trial waiting room

It's a user friendly EDC with ease of implementing changes. The customer support is quick. I use it frequently for studies. There are multiple features compared to other EDC which provide ease of integration of all the expectation.

Ankit S.

star star star star star

October 06, 2023

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