IVF is the ultimate customer service business, and we take great pride at Malpani Infertility Clinic in treating our patients with respect.
Of course, it's not possible for us to keep all our patients happy all the time, which is why when a patient complaints, we treat this very seriously.
When a patient complains, our philosophy is that there’s a problem we need to fix – and we can use the patient’s help to do so. We listen carefully, and try to gain as much information as we can about the problem. Not only does this reassure the patient that we take her concern seriously, we also ask her to suggest possible solutions.
Sadly, some suggestions are not practical, while others may be too expensive to implement. But many are simple fixes, which we can easily incorporate into our practice – and we are happy to do so !
Complaints are important , because we won't know how to improve if we don't know what's wrong. Complaints can also give us ideas for new services !
We value patients who complain because this tells us that the patient wants us to do IVF for her - she still cares about the relationship she has with us, and wants us to fix the problem so she can continue doing IVF with us. The reality is that most unhappy patients don't bother to complain -- they just go elsewhere !
We think a complaint is really a gift. A patient with a sensible complaint has given us something valuable and useful - something that can help us make our clinic even better !
Patient satisfaction is a critical component of quality patient care in our practice and we are always happy to receive suggestions ( and complaints) which help us to improve.