The art of ART
by Justine Witzke, PhD, MPH, August 5, 2024
The nation-wide shortage of reproductive endocrinologists (REIs) (Hariton et al, 2023) is impacting the ability for our field to meet the needs of patients. Creative solutions for REI extenders, adjustments to fellowship training, and changes in practice management should be carefully considered and not reactionary responses to what may feel like an emergency.
I would estimate four (4) to twelve (12) staff members are required to manage the practice of each additional REI. These staff include receptionists, schedulers, patient educators, billers, medical assistants, andrology and embryology laboratory staff, and nurses. With rapid expansion of practices, our field is unable to meet the needs of patients with sufficiently qualified staff. This is not for lack of effort by the individuals or the practices. There is no fellowship-equivalent training program for support staff in the fertility space. Yet, these staff spend a tremendous amount of time with patients and guide the experience.
It is well-established that the number one reason patients discontinue fertility care before their family is complete is the stress of the process (Domar et al, 2018) which is directly impacted by the patient experience. A poor patient experience, contributed to by feeling rushed in the clinic or off the phone, not feeling that care is individualized, or insufficient education about the terminology and the process, can be directly related to the resources dedicated to training support staff. It is detrimental to patients (not to mention to the staff) to have under-trained, over-worked staff. While it is understandable that a staff member with surface-level knowledge will want to end conversation quickly, fearful that patient could or will ask something they do not have the background to handle, this will only create a negative experience for the patient and the staff member. Dissatisfaction and turnover will both increase, further perpetuating the problem. Physician and practice leadership then are tasked with resolving issues rather than moving the program forward.
Fertility is one of the only types of medicine so multifaceted - more than one patient, often, clinical, social, ethical, legal, and logistical considerations with nearly every decision. It’s also a field where the trope of “if you’re not moving forward, you’re moving backward” could not be more accurate. The technologies available to us, what a family looks like, and the requests of patients are continuing to evolve and advance. This is what is so wonderful about working in this field. Yet, as leaders in the field, we are then implored to facilitate the best possible patient experience.
So, what do we do about it? How do we support patients, staff, leadership, and physicians, all of whom are intertwined. The onus is on physicians and practice leadership to recognize the importance of this, the impacts on patients, staff, reputation, and business metrics. A few simple, yet complex solutions:
Thoughtful, carefully paced expansion of services.
Sufficient training, encouragement, camaraderie, emotional safety in the workplace
Ongoing education
We can help.
Allowing individuals to work at the top of their scope of practice is beneficial to the work and the worker. Physicians dedicate tremendous efforts to train the next generations of physicians. Nurse educators are commonly employed to provide ongoing resources to nursing staff. Support staff should also have dedicated leadership, support, and continuing education.
My path to founder and CEO may be unconventional, but it left me uniquely interested in and qualified to address the stressors felt by non-physician staff. While in graduate school for public health, I started as a patient services representative and patient educator at a large, tertiary-care IVF program (which has been named Newsweek’s #1 IVF Program). Then, I had the opportunity to formalize the fertility preservation program and serve as Head of Clinical Operations, while completing a PhD in Clinical and Translational Research.
Now, with my team, I’m launching The art of ART curriculum.
With well-trained and empowered staff, you can offer safer, more efficient care with a better patient experience, reduce staff turnover, dedicate more resources to patient-facing services, and, ultimately, help build more families.
What is The art of ART?
It’s a curriculum. It’s coaching. It’s supportive. It’s educational. It’s an art.
Who is it for?
Any non-physician staff in the fertility setting- administrators, billers, coordinators, laboratory staff, medical assistants, nurses.
How does it work?
We work with you and your practice to customize the experience. It can be on- or off-site, on-going or one-off.
What topics are covered?
Responsibility and opportunity
Customer service
Setting appropriate expectations
Clinical knowledge
Medical ethics
Cultural competency
Regulatory compliance
And more…
What will it do?
Enhance staff engagement and success
Reduce senior management, laboratory, and physician time spent managing issues
Develop within-team escalation plans
Improve patient experience
And, help you help more patients!
Contact us today to learn how we can help: hello@aligneagefertility.com
