Afternoon Symposium - ARM Symposium - The Patient-Team Approach
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.
At the conclusion of this session, participants should be
- Create an onboarding program so each team member
understands the emotional impact of infertility.
- Discuss ways that health-care team members directly
impact the patient’s experience.
- Track patient satisfaction through analyzing retention
and formulate a game plan for improvement.
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
a. Offer our team a referring incentive to bring in new
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
e. Not applicable to my area of practice