Saturday, March 28, 2015

Preventing IVF patient's complaints

Unhappy patient's are a doctor's nightmare. This is especially true for an IVF clinic like Malpani Infertility Clinic, which depends upon patient's referrals to get new patients. We take pride in delighting our patients,  so that they can refer other infertile couples to use.

Of course, we can't keep everyone happy all the time, and there are going to be infertile couples who are not going to be happy with us - especially when their IVF cycle fails.

Although complaints are based on multiple factors, several common issues underlie most patient complaints. We try to minimize our risk of patient complaints about Malpani Infertility Clinic by paying close attention to these four key areas.

1) Enhancing communication
Communication is a key issue in avoiding patient complaints. Because many patients have difficulty absorbing—or understanding—the information presented to them, we develop resources such as IVF e-learning courses and an IVF comic book, so that they have realistic expectations of the IVF treatment.

2) Practicing cultural competence
Our patients come from a variety of cultures from all across the world. Language barriers can make communicating with the patient quite challenging. Often, patients’ cultural backgrounds affect how they relate to healthcare providers or process information. In certain cultures, for example, asking a physician questions may be considered rude or a challenge to authority. We are therefore very proactive in making sure patients understand that lots of IVF cycles fail, no matter how good the IVF clinic is !

3) We respect the informed consent process
Informed consent is a process, and the “informed consent sheet” commonly seen in medical records is simply the documentation of that process. Not only do we explain the risks and benefits of IVF through our educational materials, we also discuss alternatives to IVF, such as surrogacy and adoption.

4) Explaining all charges and fees up front
We make sure that all IVF costs and charges are clearly explained to the patient. This is why we offer a package fee option, so that there is no sticker shock or unpleasant surprises later on. This is also why we publish our fees on our website, so there is no scope for confusion !

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