While some days we are indeed teachers, many days we are eager students. We learn about our practice and what patients want and need by listening carefully to our patients. They give us great feedback. Some patients come to us after receiving treatment at another fertility center. And they share with us about what they liked and what they didn’t like. We take notes.
This is what we have learned.
We have learned that in a city the size of Seattle there are many choices when it comes to infertility physicians and centers. In general, all of us are a lot alike. We all have highly-trained staff and offer a menu of fertility services. Patients know this. But they expect much more than that.
We have learned over the years that what patients really want is personalized care. They don’t want to be a number or treated like every other patient. They know their situation is unique and more times than not it is. With that realization we decided years ago as a group to commit to individualized care.
But we didn’t stop there. We knew that a unique treatment plan wasn’t all patients wanted. They wanted personable care. In fact, other clinic’s failure to deliver just that is the number one complaint of patients who leave a center and come to Pacific NW Fertility. So we start each day reminding ourselves of our commitment to be present for our patients at each visit. And smile.
It was especially important to me that I was able to talk with both my doctor and the embryologist before and during our cycle. Every person I met with made me feel like I was the most important patient they had. IVF statistics are a good measure of success, but they are not everything. It is hard to measure the warmth of the feeling I got from the staff at PNWF at each visit to the clinic.