Implementing InsiderCX in our quality management process was a great decision.

The challenges

Coordination and communication

In the initial stages of our work with the Pronatal regional group, we set out to identify the challenges that had the potential to impact patient care and experience. By working with Pronatal staff, we concluded that enhancing coordination and communication was crucial for the desired improvements. 

We found there were occasional challenges in managing patient expectations, mainly due to variations in practices across departments. This was causing inconsistencies in patient management — and this affected the uniformity of patient experiences.

With communication channels, we found some issues stemming from delays in response and coordination. Because of the limitations of the existing feedback mechanisms, Pronatal needed  a more effective system to monitor satisfaction levels for each doctor. 

Data management

Pronatal had a pressing need to address their data management challenges — these improvements had the potential to improve patient feedback and decision-making. 

Consolidating patient data from multiple clinics proved to be an issue, hindering comprehensive analysis and strategic planning: each clinic operated with different legacy systems, complicating seamless integration and data migration efforts.

The lack of a unified and comprehensive feedback system affected the ability to analyse patient information holistically. Based on our previous experience, we knew that establishing a robust, integrated data management system was the only way to overcome these challenges and enhance operational efficiency.

Addressing these issues was an important step in ensuring a seamless, high-quality patient care experience across all clinics. But there was an additional, yet highly important consideration here, and this was the specificity of IVF treatments.

Specific considerations for IVF treatments and clinics

IVF treatments are meticulous, multi-step processes that demand continuous feedback to adjust the personalised treatment plans. Each patient’s journey here is unique, and that requires a highly personalised assessment and approach. 

Additionally, we wanted to get a better understanding of the impact different staff members had on the patient experience. To be specific, we set out to evaluate how many patients consulted with the resident psychologist, and how useful these consultations were. 

The clinics prioritised addressing the emotional stress associated with IVF treatments through robust support mechanisms and frequent, compassionate communication. A consolidated feedback mechanism proved to be a big step in the right direction.

Feedback and privacy

In our effort to enhance the patient experience at Pronatal, we implemented a continuous monitoring system by collecting feedback at multiple stages of the treatment cycle. 

This approach ensured that patient experiences were consistently assessed and improved, while maintaining the highest standards of privacy and confidentiality for sensitive patient information. 

The InsiderCx platform is designed to be highly customizable, which proved to be critical for this use case — we were able to tailor it to the various stages of IVF treatments, meeting the individual needs of each patient. 

Ensuring the secure handling of patient data was another fundamental aspect, fostering trust and reliability in the services provided by the clinics. We established a robust data sharing system, taking care of all the legal considerations on our end — and with three different countries in the mix, this was no small feat. 

The solution 

To address the challenges, we customised and then implemented a comprehensive solution. 

The first step involved tailoring the platform to meet the specific needs and workflows of each clinic, ensuring that the feedback systems were meeting individual clinic requirements. Existing patient data was successfully migrated — with a focus on accuracy and security — ensuring a seamless transition to our platform.

Next, we established a unified process for collecting and analysing patient feedback, allowing for prompt responses to concerns. In the long term, this improved patient satisfaction because it provided valuable insights for continuous improvement. 

We also developed a centralised data management system and tailor-made user dashboards, providing stakeholders with better analysis options and aiding their decision-making processes. The system ensured that all patient data was easily accessible for any type of analysis.

Ultimately, the InsiderCX platform proved to be a custom-designed, turnkey solution for Pronatal. The system integrated all the features necessary to streamline workflows, enhance patient care, and provide a consistent, high-quality experience across all locations. 

And the results followed soon after the rollout!

The results

The implementation brought significant improvements in Pronatal’s feedback operations and patient care. 

To be precise, the streamlined feedback system and enhanced data management enabled the medical staff to devote more time to patient care. The clinics were finally able to standardise their procedures and ensure consistent, high-quality patient experiences. 

The improved patient feedback system also brought a host of valuable insights. Most notably, Pronatal was now able to measure satisfaction levels for each doctor, while their regional management got real-time insights into everything that was going on at all the locations. 

As a result, the Pronatal clinics experienced a substantial increase in efficiency and patient satisfaction.

Here are some numbers we’d like to highlight — these are group-level impacts we saw 8 months after the rollout:

• Pronatal’s NPS score has consistently stayed above 80 (with some monthly scores going over 90!)
• We sent out close to 9k messages, and got over 2800 responses — meaning that the response rate is currently sitting at 26.5%
• This also includes getting close to 1100 written feedback comments
• We identified recommendations (from GPs, friends, and acquaintances) as the leading loyalty driver for all the locations, surpassing 60% in some cases
• At rollout, Pronatal’s Google score was 4.4. Our proof-of-concept project alone generated 68 new reviews, raising the score to 4.7 in a matter of weeks
• Pronatal’s Google score has consistently been above 4.5 since Q3 2023, with current ratings being around 4.9
• No. of new Google reviews Year to Date is 425

The value of a customizable feedback solution for IVF clinics

The future prospects for our partnership with Pronatal are incredibly promising. Our customizable feedback solution has demonstrated its immense value, both strategically and on an individual (patient) level. 

Strategically, it provides a comprehensive system for managing patient care, streamlining feedback, and ensuring the clinics deliver consistent, high-quality experiences across all locations. 

For each individual patient, the solution offers a personalised opportunity to express their impressions or possible concerns; in doing so, they ensure that unique patient needs are met with empathy and precision.

IVF clinics stand to gain significantly from a solution like InsiderCX, primarily because it ensures that every patient feels supported and understood throughout their treatment journey. The ability to continuously monitor and improve patient experiences — while maintaining the highest standards of privacy and confidentiality — is a new benchmark in patient care. 

This perfectly represents a forward-thinking approach to IVF treatment, one that combines technological innovation with compassionate care in order to create the best possible outcomes.