Patient Centered Care

We put our patients at the centre of everything we do and will ensure your individual needs are met as far as is practically possible.

You are an equal partner in the planning of your care and your opinions are important to our team.  To support you, we need to make sure you receive information in a format that you are happy with to help you make decisions about your care and treatment. 

Our team will treat you with respect and kindness, showing a high level of sensitivity to your psychosocial and physical needs. Due to the sensitive nature of fertility treatment we understand how important discretion is to you.  We will address you using the name that you are comfortable with, even if this is different to what is on your formal health records. If this is the case the name on your file will still be used for ID purposes in the treatment room or lab only.

We will arrange interpreters for consultations and appointments for those patients that don’t speak English, rather than relying on family and friends. This is to ensure that the information you receive is correct and confidential. If you need an interpreter let us know.

Psychosocial support at every stage will be available at every part of your journey. Counselling will be routinely offered before treatment begins and at emotionally difficult times such as treatment failure. We are interested in your support network and would encourage you to let us know about the family and friends giving you support. Our Website will direct you to local support groups and social media pages. 

Each individual staff member has a responsibility for supporting you by directing you to the written and on-line information that is applicable to your treatment and situation allowing you to make a decision about your treatment.

During the working day there will be a nurse dedicated to call patients with queries; call backs generally take place in the afternoon, when nurses have more time to dedicate to dealing with queries.  However, if your call is urgent this will be dealt with as a matter of priority. 

Unfortunately, not all treatment will result in a pregnancy. One of our dedicated nursing team will offer you emotional support and will contact you following an unsuccessful treatment cycle.  Support from our dedicated counsellor will also be offered.  We will also  contact you if you have had a miscarriage or your cycle was unable to be completed. We are here for you at every step of your treatment cycle and beyond. 

We welcome all feedback, this helps us to recognise individual team members when praise is received, and helps to improve the care we offer to patients. We review all patient feedback and satisfaction scores. We do not receive many complaints, but when we do these are taken extremely seriously and a full investigation takes place to identify any changes that need to be made.  

Page Last Modified: 11th June 2024