Our team of over 90 Concierge Coordinators, based in more than 40 countries, plays a vital role in the success of a clinical trial. They provide specialized and localized support that makes a world of difference in keeping patients engaged and comfortable throughout their trial journey.
We recently had the chance to sit down with some of these dedicated coordinators to hear their stories and dive into the impact of their work. Today, we’re excited to share insights from one of our coordinators in France, who brings a unique perspective on the importance of personalized support in clinical trials.
How has the need for flexibility become essential in coordinating travel and logistics for clinical trial participants?
Flexibility is something I’m reminded of daily. In France, train and plane schedules are often disrupted by environmental factors, mechanical issues, strikes, and even holiday seasons. As the most visited country in the world, France sees a massive influx of tourists, leading to an ever-changing landscape of available transportation and accommodations.
Adapting to new schedules is crucial in our work. Hospitals in France are often understaffed, which means visit times and sometimes dates are frequently adjusted to accommodate overburdened teams. This requires clear and constant communication between the coordinator, the site, and the participant.
Additionally, protocols in France often require extra tests, like MRIs and scans, which must align with the schedules of specific technicians and the study team. During school holidays, these schedules can shift unexpectedly, requiring last-minute rebookings. Moreover, we’re often dealing with participants who fall ill and can no longer travel as planned, necessitating last-minute cancellations and re-bookings. In these situations, it’s our responsibility to reassure participants that everything is under control.
Why is a white glove approach crucial for certain therapeutic areas in clinical trials?
Our participants are involved in trials because of their health conditions, which can range from mild discomfort to severe illness. No one enjoys hospital visits, and our job is to make the travel experience as stress-free and comfortable as possible. This approach is important for three main reasons:
- A happy participant is easier for the clinical staff to treat, resulting in the clinical team being easier to work with.
- A happy participant is more likely to remain in the trial because they don’t dread the frequent travel to the hospital, sometimes on a weekly basis.
- A happy participant is more cooperative with us as coordinators, reducing the likelihood of last-minute cancellations or uncommunicated changes.
White glove services make patients feel cared for during what is often a very stressful period. Additionally, this service reassures their caregivers, such as family members, who may be unable to accompany them, thereby reducing their stress as well.
Do you have any specific stories about coordinating travel and logistics for patients and their families? What challenges have patients faced, and how were they overcome?
Unfortunately, we’ve had to deal with incidents in France, such as terrorist attacks and strikes, that have left participants stranded at airports. Thanks to our 24-hour service, we’ve been able to find last-minute hotels and secure the next available flights home. More recently, the Olympic Games in Paris posed unique challenges, including extra security measures, QR codes for all drivers, and official letters explaining the participants’ presence. Without our support, many participants would have most likely opted out of traveling to Paris during this period.
One example that stands out involves a family with a 4-year-old child in a trial who suffers from severe pain and doesn’t sleep through the night, which causes loud crying. A standard hotel was not an option due to complaints from other guests. Instead, I worked with the parents to find a suitable Airbnb apartment, allowing them to relax and rest between multiple-day visits. Additionally, they needed side-by-side train seats to handle any potential attacks the child might have. Public websites often don’t allow you to select your seats, so our intervention was crucial. The parents were incredibly grateful and mentioned that they would not have stayed in the trial without our services and responsiveness.
One of my favorite memories is of a participant in an Alzheimer’s trial who had no family to assist her. We became like family, and when she exited the trial, she contacted me to say she would miss the visits because we made her feel like a princess for the day.
It’s extremely rare for any of my participants to miss a visit; if it happens, it’s usually due to illness. Without the services we provide, many would likely decide that frequent travel isn’t worth it and drop out of the trial altogether.
What therapeutic areas do you primarily support, and what unique challenges do these areas present? How have you been able to address these challenges?
I support a wide range of illnesses, but the Alzheimer’s trials have been the most challenging. Participants often don’t have family members to assist them, so it falls on us as coordinators to constantly remind them of their visits and pick-up times, sometimes handling seven or eight calls a day.
For those with family, it’s essential to reassure them that their loved ones will be accompanied to the door of the visit and that the same driver will be booked each time to minimize confusion and stress. Being available at all times has been a comfort to these families, many of whom have expressed their gratitude for having someone they can rely on.
In one case, I assisted a woman who had a mother in one trial and a father in another. We didn’t support the father’s trial, but I obtained a copy of his schedule and worked with the study team to ensure that their visits didn’t overlap, allowing the family to manage both without being in two places at once.
Can you share some examples of unique support requirements you’ve had to assist with in your role as a travel coordinator?
Our 24-hour travel agency has been invaluable in rebooking last-minute plane and train tickets. Our ground transport team provides a white glove service, ensuring that many participants are accompanied by their driver to the door of their appointments. They are excellent at adapting to changes in appointment times.
Without the support of our global travel vendors, we wouldn’t be able to do what we do. Maintaining clear communication and a positive relationship with them has created a strong support network that understands the nuances of our work and the people we assist.
