Scout Clinical Patient Journey: Case Study #29

May 27, 2022

Liaise between patient and local vendors in real time.

Scout Clinical is providing air travel and ground transportation for a large study. A patient in the study lands in their home city after traveling to a site visit and cannot locate their driver at the airport. The patient calls the travel agent directly. The travel agent follows their path of communication plan and contacts Scout. Scout then implements the following to mitigate any delay for the patient:

  • Communicate immediately with all parties involved; the travel agent, patient and car service
  • Determine exact location of patient and ensure driver has coordinates to locate patient 
  • Remain on the phone with the patient until driver has made contact and patient is safely in the car   

The Keys to Success:

  • Quick action
  • Effective communication 
  • Trusted local resources