We want to provide a very high level of service to our patients, so we have a very open approach to feedback. We believe that constantly looking for ways to improve our service is essential in order to build our reputation for being the most caring provider of fertility services.
We send out anonymous client satisfaction surveys to each client and encourage positive, negative and constructive feedback.
Thank you to all patients who have provided valuable feedback so far.
What we do well
We asked our patients what they think we do well:
Communication
- Excellent communication overall
- Good communication between Nurses, Embryologists and patients.
- Personal contact and interaction with patients is excellent.
- Provide lots of information — verbal and in booklets.
- Keeping in touch with patients during treatment and follow up.
- Listen and involve patients.
Support and care
- Always go out of your way to ensure our needs are met.
- Help make patients not feel like a number — please do not lose this.
- Personal contact with patients
- Friendly service, welcome
- Treat every client with respect
- An individualised approach — not just a number.
- Communicate with patients e.g. results, what to expect.
- Client support
- Always felt that could call and have my questions or concerns answered.
- The overall support was great.
- Thorough explanation of procedures. Added personal touch of follow up calls and a willingness to listen to any concerns.
- Technical excellence, incredible support, being there.
- Making the client feel important and never rushed.
Environment/facilities
- The facilities are by far the best.
- Provide a very comfortable atmosphere which eases the situation.
- Welcoming environment
- Great atmosphere
- Bright environment
- Having ultrasound next door, relaxed environment, good facilities, handbooks.
Staff
- Knowledgeable staff
- Nurses and Embryologists are informative and take the time to answer our questions.
- Smile, happy, friendly staff — make you feel comfortable
- Informative staff
- Caring nature of the staff
- Employ good nurses with a great and caring manner.
- Friendly staff
- Staff are all very caring and informative.
- Make people feel comfortable and relaxed. Friendly staff, professional
- Friendly staff, understanding, approachable.
Overall service
- All service is excellent.
- Customer service, professionalism, product knowledge, empathy and understanding.
- Hopefully make babies!
- Friendly staff.
- The whole process.
Some specific comments:
I like the way that the nurses and staff are willing to take the time to talk to you. They are caring and compassionate.
I like having a main contact person as it helps with consistency and enables us to establish a positive rapport which is so needed when going through this process.
The way you talk to and treat your clients is fantastic; you have to have a certain personality to work where you do as it is an emotional rollercoaster.
The lovely nurses and receptionist kept us well informed and called when they said they would.
You do everything very well. You offer a friendly, supportive and positive environment with dedicated and caring staff.
Supportive environment, lots of encouragement with a dose of reality. Ease of service - lovely to be able to get blood tests done and always see the same faces.
I got all the necessary information so I was not nervous at the time of treatment.
We asked patients if they would recommend ISIS Fertility to their friends, and why?
Good service, caring environment, knowledgeable, friendly and supportive staff.
Dr Nicole Sides is the best!
Great atmosphere and nice environment
Very professional, friendly environment
Totally understanding of our situation
Excellence of staff
Because of Nicci Sides. She is an exceptional doctor — passionate, professional, easy to talk to, has empathy and understanding.
Service was personal and follow up care was brilliant.
Appreciate the more personal service rather than being just another number.
Willing to listen
Friendly, caring staff
Lovely atmosphere and very friendly nurses — very supportive.
The staff are welcoming and friendly, located in a good area and nice décor rooms.
Very good service overall during a very difficult time.
Due to the professional and personable service we received.
The professional staff and service provided is excellent. I would recommend ISIS to any prospective couples.
© ISIS Fertility 2013
Canberra Australia