How to elevate IVF patient engagement with hyper-personalised messaging?

For couples pursuing IVF, the journey is often laden with stress and uncertainty. This stress is only exacerbated by the overwhelming amount of information available on various IVF centre websites, which often present similar content—treatment details, available options, and overly optimistic success rates—leading to confusion and increased anxiety.

IVF centres are committed to educating aspiring couples by providing valuable information. However, there is a pressing need for greater transparency and a more guided, personalised approach to patient communication. This guidance should be tailored to each patient’s unique situation, enhancing their confidence and trust in the treatment process. But how can IVF centres achieve this in a systematic, cost-effective way with minimal manual intervention? And how can such a solution positively impact patient satisfaction?

These are crucial questions that every IVF centre management team should be asking. While the intention to make patient communication transparent and progress updates timely is commendable, there must be an effective system or platform in place to achieve this seamlessly.

This is where ARTis comes in. ARTis offers a comprehensive patient engagement module that intelligently personalises the communication process, significantly boosting the confidence of couples and enhancing the credibility of the IVF centre. This not only fosters trust but also leads to strong word-of-mouth referrals, a key driver of new patient leads.

How ARTis Works

Setup:

ARTis systematically tracks various patient events throughout their journey, from the initial lead appointment to case management, treatment advice, and the various stages of IVF. Key features include:

• Journey Tracking: ARTis follows the couple from lead appointment through to casefile creation, treatment advice, IVF allocation, and all subsequent stages of their IVF journey.
• Dropout Prevention: The system identifies patients who may need reminders based on event setups, such as those who have missed appointments or failed to follow up.
• Progress Updates: Weekly trackers are used to send relevant and personalized updates to patients, ensuring they are always informed and engaged.
• Information Sharing: Specific procedures and treatment milestones trigger tailored communication, providing patients with the information they need when they need it.
• Upsell Opportunities: ARTis identifies scenarios where advanced treatment options (like PGD/PGS/PGT) could be offered, especially in cases of multiple failed attempts.
• Revenue Boosters: The platform also helps identify upcoming gamete freezing renewals, aiding in patient retention and generating additional revenue.

Event Types:

ARTis categorizes events into three main types:

• Event Occurrence: For example, when an IVF cycle is advised for a patient, this is immediately recorded.
• Time-Based Events: Events such as a ‘no-show’ can be triggered after a certain period, prompting follow-up actions.
• Campaign-Based Events: Marketing teams can create and configure campaigns in ARTis, targeting specific patient groups within the existing database.

Event Capturing:

With ARTis, IVF centers can configure relevant events from a library of over 50 specific scenarios and create tailored communications using images and videos. These creatives can be customized at the branch level, allowing for local language and personalized details about doctors and facilities. The system smartly detects and records all configured events without duplications or errors, ensuring accurate communication tracking.

Transmission Channels:

Recorded events trigger messages sent through both Email and WhatsApp. This ensures that aspiring couples receive specific, timely updates about their treatment journey, which they are more likely to appreciate than generic, one-size-fits-all communications.

Maximising Conversions:

By effectively configuring time-bound events, IVF centres can significantly increase their treatment cycle conversions and minimize patient dropout rates—a common concern for many centres.

Conclusion

Effective patient communication is the cornerstone of patient engagement, education, and empowerment. By implementing a system focused on these three elements, IVF centres can see substantial growth. Professional IVF centres aiming for success must prioritise transparency in their communication, winning the confidence of aspiring couples and turning them into brand ambassadors. This, in turn, drives the most valuable lead channel: word-of-mouth.