Innovation in fertility care at Medical Centre Kinderwens

In the impressive world of fertility care, effective and rapid communication plays a crucial role. Medical Centre Kinderwens embraced the innovative approach of Caro Health to streamline and improve the Intra-Uterine Insemination (IUI) process. We share the story of Caroline Diepeveen, IUI coordinator at Medical Centre Kinderwens, and Arne van Heusden, director at Medical Centre Kinderwens, as they talk about their experiences collaborating with Caro Health.

Following clients was a time-consuming process

During the IUI process, it is essential to closely monitor clients so that Medical Centre Kinderwens can give them the attention they need when necessary. Caroline explains the process for using the Caro app: “By creating tasks for each client and scheduling them regularly, we received a daily list of clients whose files we needed to review that day. This way, we could track each client's journey and give extra attention when needed, for example, in the case of a miscarriage. Often it turned out afterwards that we didn’t need to call or support someone. However, if we didn’t check these tasks daily, we wouldn’t notice in time if something was wrong,” Caroline explains. 

“The task list kept getting longer, and at one point we had to check daily 60 to 70 women. It was a race against the clock every day to complete all tasks. When you had someone who truly needed contact, for example, because they had already had many treatments and were losing hope, there wasn't really enough time for that.”

A more targeted approach via the Caro app

This process led to an overloaded task list for staff and a lack of time for personal attention for clients. ‘That has to change!’, they thought at Medical Centre Kinderwens. To tackle these challenges, Medical Centre Kinderwens and Caro Health joined forces in 2022. Together they devised the treatment pathway in the Caro app, including the necessary functionalities. “That was really fantastic to do,” Caroline enthusiastically shares.

"Caro has helped us to work more purposefully," says Caroline. "Previously, we had to check unnecessarily many files. The app now gives us the big picture without the overwhelming task lists. We can see exactly who needs extra attention and receive notifications when clients need additional support. This results in a significant time saving."

Simple communication with clients

Even in providing results, such as from an ovulation test or pregnancy test, the Caro app has brought about an improvement. Previously, clients had to use three different email addresses and two phone numbers to convey information, fill out forms, and make appointments. “Clients often forgot to report that they had their first menstruation or had filled out the wrong form,” Caroline explains.

“Now clients have one app on their phone. They receive a notification when they need to fill out a questionnaire or read something important. When they open the app, they can easily fill out the questionnaire, read up on the next step in their journey or chat with us. Very convenient and efficient!”

Higher client satisfaction

The use of Caro Health has not only increased efficiency but also boosted satisfaction among clients. "We notice a significant difference in client satisfaction," Caroline explains. "Our Net Promoter Score has gone up by 18 points, indicating that the app is appreciated by our clients. The app provides them with guidance, in the broadest sense of the word. Clients literally have Medical Centre Kinderwens at their fingertips. They can chat, send information, and have all the necessary information readily available. It is a huge step forward in expectation management and the quality of our care."

Arne, director of Medical Centre Kinderwens, also emphasizes this rise in client satisfaction: “The need for an app like this is extremely high; client satisfaction is very important. Thanks to the Caro app, our NPS is above the benchmark.”

Dr. Arne van Heusden - Gynaecologist and Director MC Kinderwens

The future of fertility care 

Caroline urges other fertility clinics to seriously consider Caro Health. "With Caro, you keep up with the times and provide much better service to your clients. We receive fewer calls and can provide more targeted support via the app. We have more time to really dive into someone's case and give them the personal attention they need.”

Caro Health has thus not only transformed the care process of Medical Centre Kinderwens but also improved the overall experience of clients and staff. It is an inspiring example of how innovation in the healthcare sector can make a tangible difference.