Afternoon Symposium - ARM Symposium - The Patient-Team Approach

Date:October 22, 2014

Time:11:15 am - 1:00 pm

Location:HCC307 - Hawaii Convention Center


Lisa Duran, B.A. (Chair), RMA of New York, LLP

Brad Senstra, M.H.A., Seattle Reproductive Medicine

Needs Assessment and Description
Health care in general and fertility care specifically are becoming more competitive. Fertility practices can compete on the elements of price, success rates, and the patient experience. Furthermore, a fertility center’s marketing approaches to the patient are different from any other specialty. The patient experience is where the entire team can make an impact. Even if a clinic has great success rates and a great price, if the experience is not one in which the patient feels cared for regardless of the outcome, the clinic’s reputation suffers. This session for assisted reproductive technology (ART) practice managers and health-care professionals will examine the patient experience in terms of patient satisfaction and retention. 

Learning Objectives
At the conclusion of this session, participants should be able to: 

  1. Create an onboarding program so each team member understands the emotional impact of infertility.
  2. Discuss ways that health-care team members directly impact the patient’s experience. 
  3. Track patient satisfaction through analyzing retention and formulate a game plan for improvement. 
ACGME Competency

You are concerned about patient retention in your ART program as a competing clinic has recently opened its doors. After participating in this session, in my practice I will:
a. Offer our team a referring incentive to bring in new patients.
b. Tell our patients that the new clinic down the street does not have good success rates.
c. Lower our prices.
d. Create a patient services initiative, because there is a correlation between the patient experience and retention.
e. Not applicable to my area of practice


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