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Home » Rare diseases » Optimising patient experience: the power of patient concierge services

Scott Gray

Chief Executive Officer, Clincierge

Investing in patient concierge services improves recruitment and retention rates, leading to more efficient clinical trials.

Individuals dealing with chronic diseases are often eager to participate in clinical trials to find an effective treatment for themselves and others affected. This is especially true in rare diseases, where such trials might represent the sole avenue for treatment.  

Issues prompt need for patient concierge 

While trial efficiency has steadily improved over the last decade, patient recruitment, engagement and retention continue to be pressing issues for pharmaceutical sponsors and contract research organisations (CROs) managing studies. 

Research shows that nearly 80% of clinical trials fail to finish on schedule, with 20% delayed six months or more. More than two-thirds of trial sites fail to meet targeted patient enrolment quotas while 85% of studies cannot retain enough patients through to completion. 

Nearly 80% of clinical trials fail to finish on
schedule, with 20% delayed six months or more.

Challenges in patient experience 

Designing and managing a clinical trial is a highly complex process for all study stakeholders. While site staff and researchers concentrate on medical and scientific aspects, patients and caregivers are often burdened with handling the logistics of trial participation all on their own.  

These tasks include researching; booking flights, hotels and transportation; managing reimbursement procedures; and arranging temporary relocations near the clinical site. Handling these tasks, in addition to undergoing experimental treatment, can be stressful, emotionally overwhelming, and extremely costly. 

How to reduce barriers to trial participation   

Many study sponsors and CROs turn to patient concierge service companies like Clincierge to combat the emotional, financial, and logistical barriers to participation. Much like a hotel concierge, a patient concierge manages all logistics of study participation. These services include itinerary planning, visa and passport assistance and quick reimbursements for incidental expenses incurred throughout a study.  

The patient establishes a personal rapport with their patient concierge, who speaks their language and understands the nuances of their experiences and the region where their trial occurs. By reducing the barriers that hinder patients’ willingness to participate and remain in a trial, study sponsors and CROs improve the overall patient experience and bring life-enhancing therapies to market faster, shaping the future of healthcare. 

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