Our patient care teams gain enormous satisfaction knowing they have helped someone start their family. They are also incredibly passionate about ensuring our patients receive the best possible support and affirming care during their treatment. This means they are continually identifying ways to reduce anxiety for our patients, improve the support we provide and remove any pain points or challenges they may experience.
During FY22 we implemented a variety of initiatives to further evolve and improve our patient experience including:
› Introduction of a variety of changes to our billing processes to provide greater transparency and understanding of our pricing.
› Introduced regular nurse webinars to provide additional support to patients and allow them to contact and resolve questions about their treatment with nurses after hours.
› Digitised various stages along the patient journey meaning patients can now complete these administrative processes quickly and easily.
› Launched a new at home pre-carrier genetics test under the leadership of our Medical Director of Genetics, Dr Tristan Hardy. The test allows more patients to undertake critically important genetic testing from the convenience of their home.
› We now offer holistic, integrated care from genetic testing to counselling, all the way through to fertility treatment options and even ultrasound services so we can support our patients every step of the way.
› To support non native English speaking patients, a variety of key patient documents have been translated into Vietnamese and Mandarin. We continue to provide translation services to ensure that patients understand their treatment plan and journey.
› To improve the affirming patient experience we provide to our patients, the organisation Pride was engaged to run a series of LGBTIQ+ training for our fertility specialists. We also ran this training for our employees and General Practitioners in the community.
› Expanded the use of our patient companion handbook.
› Opened new full service clinics in Darwin and Penrith providing locals access to best in class laboratory and scientific services without the need to travel.