In today’s clinical research landscape, patient-centricity isn’t just a buzz word—it’s a necessity. Clinical trials are becoming more global and complex, and the financial and logistical burden placed on participants can be overwhelming and unmanageable without considerable support.
In a recent Phireside webinar, our team dove into the Greenphire approach to delivering high-touch concierge travel support and the benefits it delivers to patients, sites and sponsors—removing barriers, improving relationships, and ultimately, helping to accelerate clinical research outcomes.
The Global Heart of Greenphire’s Concierge Support
Greenphire’s personalized global Travel and Logistics Service is powered by a multilingual, multicultural team of 82 Concierge Coordinators, spanning 38 countries and fluent in 35 languages. These dedicated and compassionate professionals take on the full range of participant logistics—from coordinating travel and handling reimbursements to arranging complex needs such as visa support, interpretation services, medical equipment rentals, long-term housing and more.
Removing these logistical and financial burdens is critical to a participant’s ability to enroll and stay engaged throughout the study.
The Building Blocks of a Successful Study
Greenphire’s solutions and services aren’t just patient-facing. Greenphire’s Concierge Team work closely with sponsors and sites to:
- Align with study budgets and travel policies
- Manage stipend and reimbursement processes
- Provide real-time updates on participant visit logistics
- Reduce last-minute surprises and communication gaps
To ensure the best possible experience, the prep must begin well before the first site visit. The Concierge Implementation Team collaborates with sponsors to create study materials tailored to both site staff and participants, helping everyone feel informed and supported from the start. The concierge team becomes a trusted partner to sites —serving as a direct point of contact for all logistics-related needs and easing the administrative burden on site teams.
This full-spectrum support results in a reduction of administrative site tasks,, more predictable operations for sponsors, and a more seamless trial experience for everyone involved, especially the participant.
Establishing a Human Connection
Concierge Coordinators don’t just book travel, they build relationships and establish trust with the participants. Each onboarding includes personalized conversations about the study, participant needs, travel expectations, visit schedules, and policies while always maintaining strict participant confidentiality. This compassionate, one-on-one approach provides emotional reassurance and reduces participant anxiety, especially for those managing complex medical conditions or traveling long distances.
“You are amazing to work with, and I really appreciate your help with all of this because it has been the hardest thing I have ever had to deal with. From the bottom of my heart, THANK YOU!” – Patient
Dedicated Support: No Matter the Country, Therapeutic Area or Scenario
Greenphire’s Concierge Coordinators have helped thousands of participants around the world navigate their clinical trial journeys. This often includes challenging circumstances such as the following scenarios:
- Supporting an Extended Stay Abroad – A protocol required families to stay in the EU for 6 months. We facilitated a special 6-month Visa, despite the standard being 90 days. Additionally, we assigned a tri-lingual Concierge Coordinator to interact with the family, referring site and local EU site. Finally, we arranged for the reverse travel assistance back to their home country after the required stint abroad.
- Navigating Safety Concerns in Brazil – a patient had to be transported through a notoriously dangerous favela in Brazil to get to their visit, during which a gun fight broke out. The driver helped the patient and caregiver to safety and got them to the visit unharmed. For subsequent trips, we secured an armored vehicle to transport patients in this region.
- Speedy Implementation for Oncology Study – In a Metastatic Breast Cancer study that did not initially have travel support services in scope, it was identified that several participants faced logistical challenges. Per the sponsor’s request, we rushed into action and initiated our travel services within two weeks, preventing at least three participants from dropping out.
“We always work with the patient’s preferences. The goal is for them to be as comfortable as possible and to ensure they turn up to every single visit.” – Belinda Walmsley, Concierge Coordinator in France
The Future of Patient-Centered Trials
As the industry moves toward more inclusive, global, and patient-friendly research, Greenphire’s concierge travel support is leading the way. By removing logistical and financial friction, more people can be empowered to participate in trials—regardless of where they live or what barriers they face.
The future of clinical research is personal. And Greenphire is here to help.
Ready to see how concierge support can elevate your trial?
