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FERTILITY JOURNEY
Aliza Gold and Kijana Knight | projekt202
Patient Experience Strategy Through Empathy
RETHINKING THE
THE FUN PART, RIGHT?
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it’s not working
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you can’t have kids
cancer infertility
EMOTION
A DIFFERENT CLINIC
Dr. Francisco Arredondo, RMA of Texas
I could not believe that there could be that much medicine I would need to take. I immediately felt overwhelmed and thought what the heck am I doing. I took all the boxes in the garage and waited for Pete to come home.
I called RMA to talk with my nurse Rachel and was told she no longer worked at RMA. I start panicking a little bit because Rachel had such a soft, caring demeanor. RMA is currently training a new nurse but unfortunately, a specific nurse is not assigned to my case yet.
Source: http://www.sharsfertility.com
STRESS EMOTIONS+
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a smoother patient experience
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THE JOURNEYunderstanding the challenge
1600 1700 1800 1900 2000
birth rates have exploded
EXPECTATIONSthe likelihood of getting pregnant after 1 month
age 3070 – 80% 20 – 30%
what women think the truth
infertility affects 1 in 8 couples
INFERTILE
why am I here?
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BE DIFFERENTimprove the fertility journey for patients – the experience
CLINIC SERVICE
ECOSYSTEM
SPACE
PATIENTS
TECH
STAFF
EDUCATION
COMMUNI-CATION
BILLING
IMMERSIONseeing the world through their eyes
UNDERSTANDINGa clear view to the problems
STAFF COUPLE
Image: clinic breakdowns (we have)
LONELY JOURNEYfeeling isolated because of the stigma of infertility
NEW PERSPECTIVEchallenging our beliefs
CONNECT
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HOPEa light at the end of the tunnel
OPPORTUNITIESsolutions emerge to define an experience
GUIDING PRINCIPLES
Patients need quality and consistent individual care.
Free up fertility coaches to focus on 1-on-1 interactions with patients.
Provide patients with dedicated care teams.
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The staff are a critical to the practice ecosystem and patient experience.
Improve consistency and efficiency.
Increase communication between staff and patients.
Prioritize training for staff.
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The clinic couldn’t do everything, so help patients help themselves.
Create additional opportunities for patients to get emotional support and tools to educate themselves.
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SMOOTH
EMPATHY MEANINGFULRELATIONSHIPS=
NEW EXPERIENCEsystems to enable patients and staff to connect
