Clinical trial support with patient-centric approach
Challenge
Major global pharmaceutical client with presence in 13 countries
BCD supports both transient and meeting-related travel
Client acquired a biotechnology company whose program included patient travel for clinical trials
Client needed BCD to support patient travelers and their caregivers in a caring manner, while still adhering to company policy and healthcare privacy laws
Approach
BCD organized a special “voice of the customer” discussion to solicit patient travelers’ concerns and past experiences
Members of roundtable included the BCD agent team and program manager, the client’s travel manager, and past clinical trial patients
BCD documented patient needs and developed team guidelines for interacting with this specialized category of travelers
Results
Agents supporting patients and their caregivers were instructed to:
make no assumptions
educate the traveler
ask questions
be very understanding
Billing was handled via BTA for air, and via direct bill for hotel
We safeguarded patient information in accordance with HIPPA regulations
