Over the past year, we have undertaken a series of strategic initiatives designed to enhance every aspect of the patient journey, ensuring that our services are not only clinically effective but also empathetic, responsive, and patient-centered.

The key initiatives implemented over the last 12 months have contributed to our Net Promoter Score of 71.5%, which is an all time high.

1. Streamlined Treatment Plan Tracking
Key Performance Indicators (KPI) were introduced to ensure timely and efficient tracking of treatment plans. This initiative has significantly improved communication and reduced patient waiting times.

2. Launch of the Online Registration Portal
To simplify and modernize the registration process, an online registration portal has been implemented making it easier and quicker for patients to access care.

3. Enhanced Medicare Billing Transparency
Recognizing the importance of financial transparency, an automated notification system for Medicare billing has been introduced. Patients now receive real-time updates when a Medicare claim is submitted along with a lodgement report.

This helps patients understand when they can expect to receive their rebate, any credits they may have with us, and when they can book their next cycle.

4. Funding Support Programs
When considering and accessing fertility treatment, financial implications and affordability are important factors when making decisions. We are conscious of supporting all our patients when accessing fertility treatment based on their circumstances. We have available a number of payment options and arrangements including interest-free programs, out-ofpocket payments and processes to utilise superannuation subject to certain criteria.

We aim to empower our patients to consider their financial implications, making their journey less stressful and manageable.

5. Empowering Nurses in Patient Care
To help reduce wait times for patients the role of our nursing team has been expanded to include follicle scanning and blood tests.

6. Refinement of Egg Freezing Patient Experience
Based on insights gathered from patient feedback the treatment pathway for egg freezing patients has been refined by (insert what we did) . These changes are designed to address specific patient concerns, making the process smoother and more supportive.

7. Expansion of the Well-being Program
Understanding the emotional and mental toll that fertility treatments can take, our counselling team has expanded the well-being program to offer additional support services.

This program is designed to address the holistic needs of our patients, ensuring they receive compassionate care that goes beyond the physical aspects of treatment

Looking Forward

The initiatives implemented over the past year reflect our belief that exceptional care is not just about medical outcomes but also about the experience we deliver along the way.

By listening to our patients and acting on their feedback, we are able to make meaningful changes that enhance the quality of care we provide.