Scout Clinical Patient Journey: Case Study #45
Oct 04, 2022
Team collaboration after hours to correct next-day reservation error
The day before a patient was to stay at their scheduled hotel, one of Scout’s patient liaisons realized a separate vendor mistakenly booked an incorrect hotel. However, the mistake was caught after hours on a Sunday. The patient liaison was able to work with another team member to reach out to our vendor’s emergency number and the hotel and create a new itinerary for the patient. The following steps ensured smooth travel for the patient:
• Quick action after hours for time-sensitive accommodations
• Collaborative group effort in conjunction with client to efficiently address top priorities
• Constant communication with airlines, hotels, and vendors to ensure accurate planning
• Provide live support from Scout team members 24 hours a day
The Keys to Success:
• Flexibility to accommodate needs of patients at any time, day or night
• Constant collaboration with Scout, sponsors, sites and patients
• Ability to provide quality solutions to unexpected obstacles in a short amount of time
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