In this episode, Griffin speaks to Dr. Serena Chen, director of the division of REI and OB/GYN at Saint Barnabas Medical Center and clinical associate professor at Rutgers and St. George’s University. Dr. Chen strongly advocates physicians embracing social media to maintain cultural competence; she and Griffin discussed how this commitment to connection helps doctors communicate with patients and how embracing advocacy can prevent physician burnout.
13 - Should Doctors Become Media Personalities? An Interview with Dan Nayot, MD
In this episode, Griffin speaks to Dr. Dan Nayot. Dr. Nayot, an REI in Toronto, Ontario, has established a reputation as a media personality, thanks to his appearance on CTV’s “The Social” and his own show on YouTube, “Ask Dr. Dan.” Griffin and Dr. Nayot discuss the importance of finding your own platform and the importance of creating a five-star experience for each patient.
11 - Is Public Relations a Hat Every Physician Partner Should Wear? An Interview with Dr. Lora Shahine
In this episode, Griffin chats with Dr. Lora Shahine about the importance of public relations and content creation. Dr. Shahine is an REI specializing in infertility and recurrent pregnancy loss at Pacific Northwest Fertility and IVF Specialists in Seattle, WA. She has written three books and many blog posts for outlets such as the Huffington Post, not to mention her social media presence.
7 - Does Selling Your REI Practice Help Patients or Limit Care with Dr. John Storment
In this episode, Griffin talks to Dr. John Storment, a successful REI practicing in Louisiana. Dr. Storment talks about the potential pitfalls of accepting an offer from a private equity group, and how that can impact the way that you practice, as well as the importance of understanding the business side of your medical practice.
6 - The Disconnect Between REI Patients and Providers with Tracey and Sara from IVF Babble
In this episode, Griffin talks with Sara Marshall-Page and Tracey Bambrough, co-founders of IVF Babble about their online magazine and other efforts in the fertility community. They delve into the differences between an online magazine and a blog, the value that their site has for providers, their work with My Fertility Buddy, what it means to have a pineapple badge, and much more!
5 - The Use of Social Media Amongst REs: An Interview with Dr. Natalie Crawford
In this episode, Griffin talks to Dr. Natalie Crawford, an accomplished REI practicing in Austin, TX. Dr. Crawford has successfully utilized Instagram as a tool for education as well as marketing; today, she has tens of thousands of followers who turn to her for information and connection. Griffin and Dr. Crawford speak about the role social media plays in medicine, and the ways that physicians can use social media to create a connection with patients and prospects alike.
4 - How to Increase IVF Patient Retention: An Interview with Dr. Alice Domar
In this episode, Griffin talks to Dr. Alice Domar, a psychologist and the co-creator or Ferticalm and Fertistrong apps. After many studies, Dr. Domar concluded that the infertility practices needed to become more patient centered care in order to reduce the dropout rates of those patients who have insurance. The number one reason for infertility patient dropout is stress. Reducing that stress can help patients to stay in treatment and then in turn help practices to keep business up.
3 - Is Reproductive Health a Field or an Industry? An Interview with Rebecca Flick
In this episode, Griffin talks to Rebecca Flick, Vice Presidents of Communications and Programs for Resolve, the national infertility association. They discuss how the treatment of IVF and infertility as an industry has hurt patient advocacy and the ability to give access to people who may not have the insurance or out of pocket ability to go through infertility treatments. Rebecca explains how they are trying to change the internal viewing of fertility treatments by lawmakers and employers as a optional medical practice to one that anyone should be able to have access to. Griffin and Rebecca then continue to speak about how being a part of Resolve not only allows businesses to further influence the fertility community, but to give back to it as well.
Flipping the Script is On Us
Whenever I get included in anything infertility and loss awareness wise there are three parts of my brain that fire:
Ego – Duh, my story needs to be a part of this.
Shame – Who do you think you are? You shouldn’t even be included, no one wants to hear or is ready for your story and message.
Gratitude – Thank you so much for including me and remembering my scary story is more common than people think or want to admit.
My name is Justine Froelker, and I am the infertility advocate whose story scares the bejeezus out of most in our community.
Flip the Script
This week marks an important week in the world of infertility as it is National Infertility Awareness Week (NIAW). It’s a week where people unite, help educate others about infertility and open up conversations to all that it all entails. I am so grateful for the infertility community and RESOLVE as we work to educate others on what it’s like to wear these shoes.
I Didn't See THAT Coming! One Woman's Struggle with Infertility and How it Changed Her Life
How did I get here?! I have NO idea how I got here!
As a little girl dreaming about the life I aspired to have – a high powered career, a doting husband, two beautiful children – it never crossed my mind that I might not be able to have one of those things. From a young age I was told that if I wanted something, I just had to work hard enough, and it could be mine; something about the world being my oyster – you know the saying. So, that’s what I did. I worked hard. I was dedicated. I crushed high school. I sailed through college. I landed an amazing job with a Fortune 100 company right out of college at the ripe age of 22. And finally, that sexy guy that I had kept on my arm for the past four years - my best friend turned love of my life - finally asked me to marry him! I was getting everything I ever wanted. But, why shouldn’t I? I followed the recipe of life that had been handed to me – I worked hard and maintained focus. For that, I deserved everything I ever wanted. Crack that oyster open y’all! I want my pearl!!
Our Story of Infertility
My name is Owen and I am so excited to share my story with you guys today. I am a part time orthopedic Physician Assistant and a full-time mommy. I still get butterflies when I call myself a mom… I will never get used to hearing that and I will never take it for granted. Unless you have personally struggled with infertility, you probably have no idea that this week is National Infertility Awareness Week. A week dedicated to bringing awareness to a topic that is under discussed and over prevalent. I'm sharing our story in hopes of removing the stigma surrounding infertility and to help at least one person feel less alone.
Flip the Script - Tia Gendusa
Hello and welcome lovely readers! I am so, so happy you took a few minutes out of your busy day to connect with me here at Fertility Bridge! My name is Tia and I am a former IVF warrior that writes over at ForeverOrchard.
My path to motherhood closed in late 2017, after unsuccessfully going through four egg retrievals, three transfers, and suffering two miscarriages. We fought and failed for five years, and I spoke frankly about our lives and our decision moving forward in THISPOST.
7 trigger points that infuriate fertility patients and lead to bad reviews for doctors
Why did these 9 patients just leave word-of-mouth referrals for their fertility doctors on Instagram?
"The only thing that matters is the lab"
That's what a board-certified reproductive endocrinologist (RE) told me over lunch at the 2016 American Society for Reproductive Medicine (ASRM) annual scientific congress. "The patient experience doesn't matter. The only thing that matters is if they get a baby or not." My efforts to show him all of the evidence to the contrary were fruitless. That was the end of the conversation. Why try to convince the inconvincible?
Flipping People's Peanuts at MRSi 2017: Everything is changing, and it's just the beginning
This is my third annual recap of the Midwest Reproductive Symposium international (MRSi) , so I'm going to have a little fun with this one. I don't feel like writing another list and I think there's a more valuable point I can convey to you. As of right now, MRSi holds the title for my favorite meeting in the field of reproductive health and I want to use it nudge other meetings to follow suit. I should be a fair judge, I go to almost all of them.
It certainly doesn't hurt that it's on Lake Michigan in Chicago in the summer time, and Dr. Angeline Beltsos knows how to incorporate an interesting theme. Those are pluses, but not enough to make a meeting my favorite. It's big enough to have a diverse range of programming and small enough to be very collaborative and social. People get to know each other and build meaningful relationships. I truly understand how important that is for the field. Louise Brown, the first baby ever born from IVF was a guest at the conference.
The 7 Worst Responses to Fertility Doctor Reviews on the Internet
"The customer is always right"
Who knew this hyperbole, coined by Harry Selfridge in 1909, declaring his department store's commitment to customer service, would go on to become a thorn in the side of employees everywhere? It's a terrific internal mantra to aspire toward, but it can be very harmful when interpreted as a universal rule. Customers, or in our case, patients, may sometimes project their frustrations on to you or your staff and no one has the right to be abusive to your team members. Maintaining the notion that a single patient's point of view is infallible can put unfair stress on our employees. Gordon Bethune, former CEO of Continental Airlines, says that when companies don't support their employees when a customer is out of line, resentment results and service deteriorates. If we don't care for and support our staff members, how can they in turn care for and support our patients?
Why Would Anyone Else Care About Infertility? How I Became an Ally to a Community I Had Nothing to Do With
"Don't worry, you can always adopt"
I don't know if I ever had a conversation with anyone struggling with infertility (about the topic) before a few years ago. If I had, I probably would have said something silly like the above. I would have said it with the best of intentions, and hopefully, I would have kept an open mind. I knew nothing about infertility. I had barely heard of IVF. I had no idea what a reproductive endocrinologist (RE) was. I am a young male with zero medical background and no personal connection to infertility. On paper, I was the least likely person to become an ally of the infertility community. And that's the very reason it seemed so important to become one.
What 22 Infertility Bloggers Hated About Choosing Their Fertility Clinic
Recently, someone who is very involved in the field of infertility reinforced what hundreds of patients have told me for two years; there's an astounding gap between the way many fertility practices deliver their services and what patients want and expect. That's exactly why our company has the word "Bridge" in its name. According to a study conducted in 2012 by Forrester, 80% of companies say they deliver superior service to their customers. Meanwhile, only 8% of those companies received a superior customer rating. If you're seeking treatment for infertility, the delivery of the services you receive should be nothing less than superior. No clinic is entitled to your selection. Even in states and countries where some rounds of IVF are covered, there are still many circumstances in which you could pay tens of thousands of dollars of your own money. If you live in a large enough area, or are able to travel, you have a choice. Your choice isn't an easy one to make, given how much is at stake. I don't own any fertility centers (...yet), but because we direct their marketing based on what you tell us, I'll speak about them in the first person voice.
MRS 2016 Meeting Recap: How To Use the Patient Experience as a Business Strategy
You could put summer-time Chicago against just about any city in the world, so we're all glad that Dr. Angeline Beltsos, MD doesn't hold the Midwest Reproductive Symposium international (MRSi) in February. From June 15-18, without a cloud in the sky and an oceanic view of Lake Michigan, we met at MRSi 2016 at the historic Drake Hotel in Gold Coast. The event boasted a Business Minds Meeting, a Nurses' Practicum, and a Scientific Program. I went back to Chicago this year for my second MRSi because it's just the right size. It's a great place to connect with colleagues who share your practice role and also for physicians, nurses, and practice managers to share programming and meaningful conversation with one another. If you haven't been, add MRSi to the list for next year. You'll be able to talk to people and listen to topics that you won't always be able to get to at ASRM.
Panel discussion at MRSi Business Minds Meeting
While I did attend some of Friday's Scientific Program, I'll use this post to run down Thursday's Business Minds Meeting for some of the things that you really need to know about utilizing different aspects of your clinic operations to grow your practice.
The ART of Incorporating the PATIENT EXPERIENCE as the Center of the Business Strategy
Janet Fraser, Board President of Fertility Matters and the COO of Atlantic Assisted Reproductive Therapies (AART), co-chaired the meeting with Derek Larkin, CEO of Boston IVF.
“Improving our patients’ experience makes our patients happier and it’s better for our business”, Fraser mentioned of the day's theme. The thought was reinforced by all of the speakers; fine-tuning our operations so that our patients are more satisfied is measurably beneficial to the top line of the practice. Larkin emphasized the importance of continually adjusting to patient needs. "Patient expectations are continually evolving, and so must the experience that we provide to them. It's an unending process."
Incorporating Emotional Support to Decrease Patient Burden During Infertility Treatment
Dr. Alice Domar, PhD of the Domar Center for Mind/Body Health at Boston IVF talked about the importance of focusing not only on patient recruitment, but also on patient retention. “It’s human nature to pay attention to the patients in front of you, and not the ones who you don’t see (those who have dropped out of care). Studies have shown that people who were depressed were far more likely to drop out of their IVF cycle." Domar points to a 2004 Boston IVF study: Of 112 respondents, 40% displayed psychiatric disorders while going through infertility treatment. A separate 2011 study shows that care was significantly higher of a priority for patients, as opposed to physicians, for whom the greatest priority was success rates. "67% of people declined to fill out a survey on self-reporting depression because they didn’t want their physician to know how depressed they were," Domar adds. To date, four different studies show that infertility patients have the same levels of anxiety as cancer patients.
Boston IVF tested retention techniques in a 2015 study that was published in Fertility and Sterility. Drop out rates reduced 67% in the intervention group."If you have effective communication with your patients, they perceive that you spent more time with them". Domar brings to attention the dollar amounts that practices spend on marketing to new patients, and how little is spent on retaining them by responding to trends in drop outs.
Getting Staff Buy-In On The Importance of The Patient Experience
Hannah Johnson speaking on patient retention, courtesy of Vios Facebook page
“Intrinsic motivation tends to be lost when we only focus on the extrinsic motivators, so we have to focus on activities where the reward is inherent in what we’re doing". Hannah Johnson, Director of Operations at Vios Global dives deep into how we motivate and empower our team members to take personal interest in each of their patient interactions. We need to allow our team to step back to appreciate the positive difference they make, including making sure they are aware when they are named in positive patient comments. We also need to empower them to correct errors. "It’s okay for your staff to make mistakes. Let’s talk about how we can make the patient feel really good about what happened.”
The Magic of Using the Patient Experience as a Focal Point of Your Employees' Day
“People don’t do what the mission of the organization states, they do what their managers pay attention to.” Lisa Duran is the CEO of Reconceived and has trained dozens of fertility centers in North America on how to build a patient-focused culture. Duran says that when many practices don't feel like they're fulfilling their mission statements, it's often because of a breakdown in the details of execution. We broke out into separate teams to identify challenges that different members of our team face in their day-to-day duties, and how we might be able to support them. Departments and staff need reinforcement and understanding from one another. “I want to know that my opinion matters,” Duran says of the most common desire that staff report before going into training.
In their own words
We had the privilege of hearing the first hand account of a couple who has gone through infertility treatment for many years. When asked what would have most benefited them to know when they first began their treatment, they each replied
"Don't be complacent if you're not getting the answers you need. Keep asking".
"I wish that I wouldn't have waited so long. I wish I would have sought out treatment much earlier".
Hearing from patients in panel-form was a first for me at MRSi, and should be common practice at our conferences...imho.
Strategic Planning: Folding the Patient Experience into Your Business Plans
"Perception is reality. What patients feel is what they share." Rick Dietz, Chief Business Officer of Boston IVF, spoke in detail about the constant feedback loop of implementing and adjusting to patient input. Dietz says that practice strategy should be informed by a number of different metrics, and that self-reporting from patients is only one method at our disposal. "We can use patient surveys to give us clues and direction. But they don't tell the whole story."
Never Underestimate the Role of the Nurse in Patient Retention
"Nurses need proper training of how to talk with patients or you're going to get a lot more questions." Lori Whalen, RN, of HRC Fertility spoke about the importance of nurses as agents of patient retention. Whalen reminds us that nurses frequently have the most contact with patients and can be excellent sources of what patients want or what about our operations might be frustrating them. They can even find other solutions to patient problems, such as helping them find ways to save money. "Shared donors can cut costs in half for patients who wouldn't be able to afford it otherwise," Whalen says.
The Vital Role of Digital Media in Recruiting New Patients
It was my first time speaking in the field and I was very pleased to have a great audience that asked meaningful questions. What can I say in this single post that isn't better summarized in greater detail throughout the blog? Suffice it to say that I reaffirmed what matters above all else in fertility marketing: the attention of people dealing with infertility. When we know what people with infertility are paying attention to, then we can measure how we will increase IVF cycles, increase patient-to-patient referrals, and improve our conversions of prospective patients to scheduled patients. You can view the first half of my talk here:
It takes a village
The strongest recurring theme of the Business Minds meeting was the critical involvement of everyone at the practice. I frequently see public feedback when patients are happy with their physicians, but not their staff, and vice-versa. Patients form their opinions about their experience based on every interaction they have with us; from the receptionist who greets them, to the medical team that cares for them, to exceptional customer service both online and offline. When we support all of the role players on our team, and learn about best practices from clinic groups across North America, we can dramatically improve both our delivery of care and patient satisfaction. Now that's an excellent foundation for growth. I recommend that at least once a year, you accompany a few of your team members to an inter-role meeting like MRSi to identify how you can improve your practice operations. You might be pleasantly surprised by what you learn from your own team, and what they learn from you.
See you next year at MRSi 2017!