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The best of care creates good experiences for patients. These are some of the caring actions the Center’s associates take to deliver good experiences:
| Our nurse took the time to listen to our patient describe the demands of her job and how she was trying to do it with very little sleep. She asked the patient how much she was sleeping at night, how often she traveled, how stressful her sales presentations were, her diet on the road and how much exercise she was able to build into her schedule. Then she took this information to Dr. Koulianos and asked him if there was a different medicine or dosage, diet and exercise routine that could help her sleep better. Equipped with a new prescription and some ideas about diet, exercise and sleep habits, she called our patient back with the information. But she didn’t stop there. A few days later she called her back to make sure she was doing better.
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| Our embryologist stayed in the lab three hours into the evening to select the sperm with the very best
morphology for an IVF patient. Her attitude and hard work sets an important example we all follow and helps
contribute to the high rates of conception we have with IVF patients. |
| Our receptionist showed how well she understands the importance of Good Experiences to our patients
recently as a patient was checking out after an office visit. The patient was about to write a check
for her balance due when she realized that the check might clear before her next pay check was credited
leaving her with little cushion in her account. Our receptionist jumped to her rescue by asking when she
got her next paycheck and suggesting she write the check after that date.
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| Our office services manager provided more than information on the cost of IVF when she met a patient recently. The
patient told her she wanted to go ahead with IVF treatment but didn’t think she could afford it. She listened
carefully and then asked her about how the people in her family felt about her having a baby. “It’s almost as
important to my in-laws and my parents as it is to me,” she exclaimed. “They’re already talking about when their
grandchild will be old enough to stay over night.” Our office services manager suggested they might like to help
with some of the costs of IVF. “That never occurred to me,” our patient replied. “Of course they’ll want to help.” Sharing
the experiences of other patients is just one way our office services manager helps patients understand and manage
costs.
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| Our embryologist delivered a Good Experience to his patient while explaining the IVF process. The patient had many
questions. Our embryologist spent more than an hour with her answering all her questions in simple language. Then
he invited her to view our lab facilities and see the microscope he would use when he fertilized her egg. The
patient told him it made all the difference in the world to for her to understand the process and know that it
would be done by someone who cares about her and her family. |
| Our financial specialist recognized an opportunity to deliver a Good Experience when a patient’s insurance coverage for a procedure was denied. She could have just accepted it and informed the patient. Instead she looked back at the policy provisions. The procedure was covered if it was a medical necessity. Our financial specialist checked the patients file and then talked with Dr. Inge. The patient met the criteria. She re-filed the claim and it was approved.
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| Our nurse delivered a Good Experience to a patient who was having trouble maintaining her body mass goal. The patient
said she was losing her commitment. Our nurse recognized the remark as a plea for help. Instead of just saying “You can
do it, lots of women have” she asked our patient what was going on with her. The patient said she thought about her favorite
snacks all the time. Our nurse pointed out the baby pictures in the hallway. “Some of these baby’s moms had the same
thoughts,” she said. “I know because I worked with them. I suggested they think about their baby when they want a
snack. Maybe that will work for you.” It did. She and her husband have a healthy baby.
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| Our nurse heard the stress in the patient’s voice over the phone. She had been in treatment for three
weeks. The patient’s reaction to her medicine was distracting her. Responsibilities were piling up at work. She
was thinking of giving up—stopping treatment. Our nurse listened then said: “I’ve worked with lots of women who felt
like you do now. Most of the ones who kept trying eventually conceived. Some of them have brought their babies by
to meet me. I want you to bring your baby by to meet me one day soon.” The patient stayed in the program. She and
her husband have a baby girl.
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| Our chief embryologist noticed that a retrieval was scheduled for a day when she would be on vacation. She knew
her partner in the embryology lab would do everything exactly as she would when he brought the sperm and egg
together. But she also knew she had a relationship with the family. Suzanne re-scheduled her vacation. She did
the fertilization and then described the process to our patient.
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