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 Italy, 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?
Coordinating travel and logistics for clinical trial participants requires a strong ability to adapt to their diverse needs in order to provide the best support possible. This adaptability is rooted in flexibility: participants feel safe and secure knowing that the coordinator is there for them throughout the entire process—during travel planning, on travel days, and afterward.
This is a significant improvement for participants compared to when they had to book tickets themselves or rely on a traditional travel agency, which typically lacks 24-hour support. Understanding that coordinators are available around the clock, without the constraints of office hours, fosters a sense of trust. In this context, flexibility is the key to building that trust.
Why is a white glove approach crucial for certain therapeutic areas in clinical trials?
Coordinators play a vital role in providing personalized support to participants, which is key to our success. It’s important for us to communicate effectively with both the sites and the participants. By building strong relationships, we really get to understand what each participant needs. Participants often appreciate our proactive approach; we try to anticipate their needs and adapt to their different backgrounds. Having a local, native-speaking coordinator helps a lot, as they’re familiar with the cultural nuances that matter. Our coordinators also have a good understanding of each participant’s health conditions and medical needs. This knowledge allows us to arrange the best possible travel accommodations for everyone.
Do you have any specific stories about coordinating travel and logistics for patients and their families?
I’ve been a concierge coordinator for almost eight years now, and I truly cherish the relationships I build with participants and their families. Saying goodbye is always tough—it feels like we become part of each other’s lives, and many families consider me part of their own.
- I remember one family who had a car accident while on their way to the research site. It was a stressful situation, but I was able to support them, make additional arrangements and help them arrive safely and on time, which was such a relief for everyone involved.
- Recently, I’ve helped many families during the internet crash caused by Microsoft. They found themselves stranded at the airport and had to deal with long delays due to canceled flights. I was right there with them, doing my best to find solutions that made their experience as smooth as possible.
- Another memorable moment was a participant who could only travel lying down and lived around 2,000 km away from the research site. I worked hard to find comfortable transportation options that made him feel at ease, and he was really grateful for the arrangements. Moments like these remind me why I love what I do.
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 work with participants across a variety of therapeutic areas, especially those that affect muscles and bones. These issues can really impact their mobility, so I take extra care with every part of their travel plans. I have experience arranging all kinds of accommodations related to transportation.
The first thing I do is listen to their needs, and then I share the options I’ve found, giving them the freedom to choose what feels best for them. They usually feel relieved and grateful for the information, and if we need to make any changes along the way, I make sure to keep them in the loop. It’s all about making their journey as smooth and comfortable as possible.
Can you share any final insights on your role in supporting participants throughout their trial journeys?
When I welcome a new participant, I always focus our conversation on what truly matters: flexibility, empathy, understanding, kindness, problem-solving, and being proactive. I know that both the participants and their families are often feeling fragile—not just because of their physical health, but emotionally as well. Minors, in particular, are impacted the most by these challenges, which places a heavy load on their parents. That’s why our support goes beyond just organizing travel; it’s about connecting with them on a human level.
Because of the sensitive nature of these journeys, we often need to come up with quick solutions for unexpected situations that might arise before, during, or after travel. The sites we work with in Italy are genuinely amazed by the level of support we provide. Many have never experienced a service like ours, and they see the real benefits we deliver. They’re more than happy to share how we can assist participants, and they often express their admiration for our organization and communication. It’s heartwarming to see how our efforts make a difference in these families’ lives.
