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The nurse role in patient retention Lori Whalen, R.N. Objectives To recognize the reason patient do not pursue or return for fertility treatment. To discuss new ideas to ensure patients stay within the practice and complete treatment. Why do patients not pursue treatment? Clinic issues Financial restraints Emotional concerns Relational problems Clinic Issues Poor first impression of clinic No follow-up from staff Poor communication Expectations of doctor and staff not met Avoiding poor first impressions Avoid rescheduling patients appointments Have solid staff training for all staff from front to back Phone etiquette Behavior Appearance of staff and clinic Have proper staff that allows good patient care Keep doctor informed and on time Set clear expectations for patient Ways to improve patient follow-up Have contact with patient after initial consult to ensure they understood next steps and to answer any questions Be sure patients understands staff is available for questions at any point in the process Follow-up after each milestone appointment Reach out between transfer and B-hcg Follow-up after negative pregnancy test Ways to improve patient communication Always confirm best contact information Understand cultural/religious differences Ensure proper translation for international patients Confirm the patients understands what they were told by asking them to repeat what the information Provide written and verbal instructions Understand your patients level of education/comprehension Helping staff meet patient expectations Proper training of staff Ensure physician is prepared to see the patient and is given prior history and medical records if applicable Keep physician on task and on time Have enough trained staff on hand to assist in patient care Financial Restraints No insurance coverage High treatment and medication costs No insurance coverage? Be sure to do a proper benefit check Communicate what the insurance does cover, if anything How to reduce patient costs of treatment Offer all levels of treatment Timed intercourse IUI IVF IVF/PGS Multiple cycle discounts Shared donor cycles How to reduce medication costs Confirm no medication coverage or if covered at what rate Ensure ordering from proper pharmacy Take advantage of any discount programs Low dose protocols when applicable Be a patient advocate when ordering meds Do not over order medications Emotional Concerns Timing of treatment Fear of failure Body image Prognosis concerns How to help with emotional concerns Warn patient about internet information Understand the patients schedule with work, school, vacations, etc. Give them hope for the future Provide all treatment options Have the doctor review their prognosis and have the nursing staff give reassurance Explain the importance of mind and body health Refer to therapist who specializes in fertility patients Relational Problems Marital problems Couples not agreeing on ultimate goal Family pressure Poor or no support system How told help with relational problems Encourage communication between partners Always speak to both partners when possible Encourage the patient to take care themselves both mind and body Help them understand avenues of support Refer to a therapist New ideas for patient retention Social media Clinic website Improved communications Social media Forums/Blogs Topics Moderators Facebook How to utilize Do you utilize? Does staff have access? Twitter What information is provided? Links to current news stories and studies Clinic website Updated information about staff and clinic Clear treatment options Specialized services Treatment booklet Local accommodations and attractions Improved communications Patient portals for staff to patient communication EMR for access to records Faster lab result turn arounds so patients are not waiting Brochures and TV segments about center in waiting room Offer free seminars on various topics with physicians Discussion Questions Do you feel patient retention or fallout if an ongoing problem in your practice? Are there any strategies not discussed in this talk that you use in your center? Is the nursing staff allowed to participate in the creation new business ideas within the clinic?
