Scenario 1: Make a Connection
Let’s take our “Make a Connection” example and go a little deeper to show how adapted conversations can lead to more clarity and positive outcomes. Click here to replay video.
Our patient wants to work with you but doesn’t feel like your partner in treatment. Think about ways to use language to include her, to make sure she understands her active role, using positive language and a solution-oriented approach.
Say this:
“[Patient first name]: We’re really sorry that this didn’t work this time. I can make recommendations, but first let’s talk about how you’re feeling, and where you’d like to go from here.”
Not that:
“Unfortunately, your cycle failed but we can try again. You can work with our nurse and billing coordinators to start your next treatment.”
(I left because) I did not feel a connection to the clinic. It felt like I was just another patient and when you spend this much money, you need to feel important.
Ranzie, 28, trying to conceive for 18 months
