Retention vs: Attraction – 5 reasons why Patient Experience deserves more attention

At Fertility 2025, I was struck by how little emphasis was placed on patient experience - but I think clinics are missing a trick because…

… one of a clinic’s biggest patient bases is the patients you’ve already treated - those returning for additional cycles or recommending your clinic to others by word of-mouth (proven to be one of the most important marketing tools in any business’ arsenal).

I strongly believe that, for clinics, retention is just as important as attraction, and improving your patient experience is one of the most effective ways to achieve it.

My work has shown me time and again that patients are increasingly seeking out clinics that offer holistic, empathetic care - clinics they feel will support them physically and emotionally in their IVF journey.

Below, I’ve listed 5 powerful things that improving patient experience can achieve for your clinic, from higher retentions and conversions to reduced dropouts and even better outcomes.

1. Higher retention rates - It’s always easier to keep an existing patient that it is to attract a new one, and happy patients are more likely to return for future  cycles.
2. A better chance of attracting new patients - Exceptional care is a great way to stand out from the competition, helping you convert more prospective patients.
3. Positive feedback and referrals - Happy patients leaving glowing reviews and sharing their experiences with others is one of the most valuable assets a clinic can have in attracting new patients.
4. Reduced dropout rates - Patients who feel supported are better equipped to handle the challenges of treatment, and that reduces dropout rates.
5. More success - Emotionally supported patients are more likely to make necessary lifestyle choices that will positively impact their chances of a successful outcome.

If you’re ready to elevate your clinic and provide an unparalleled patient experience, my tailored training programmes are designed to help you stand out from the competition by creating a truly patient-centred approach.

Here’s how I work with clinics to transform patient care:

• Comprehensive Clinic Audit – I start by conducting a full review of your existing processes, identifying strengths, areas for improvement, and any gaps in patient support. This includes analysing patient feedback, clinic workflows, and staff experiences to build a clear picture of how your patient journey currently operates.
• Developing an Enhanced, Patient-Centred Journey – Based on the audit, I create a bespoke strategy tailored to your clinic’s unique needs. This ensures that every stage of the patient journey—from the first enquiry to post-treatment support—is as seamless, compassionate, and supportive as possible. The focus is on enhancing communication, reducing stress for patients, and building trust at every touchpoint.
• Training & Implementation – I work to implement and embed these changes, ensuring they feel confident in delivering exceptional patient care. Through interactive workshops, real-life scenario training, and ongoing support, I help teams create lasting improvements that truly benefit both patients and staff.

By improving the patient experience, communication, and continuity of care, clinics not only increase patient satisfaction and trust but also strengthen their reputation as leaders in fertility care.

To learn more about how I can help your clinic, discover testimonials from other clinics I’ve worked with, or explore my training programmes, visit sarahbanks.coach or DM me for further information. Let’s create a gold-standard fertility experience together.