Learnings from delivering training in Argentina: Embedding Patient-Centred Care in Fertility Clinics

Last month, I had the privilege of travelling to Argentina to deliver a plenary session and facilitate workshops for Merck Healthcare, all centred on one key theme: How we can make fertility care more patient-centred — and truly improve the experience of those going through IVF and assisted conception treatments.

It was an honour to speak alongside such an esteemed international faculty and to work with such a thoughtful, engaged, and passionate group of clinicians from across Latin America.

What really stood out to me was the willingness in the room — from everyone — to pause and reflect. To ask honest questions. To explore not just what we do, but how we do it, and how it feels for the people we’re doing it for.

What Patients Really Need

The sessions were collaborative and open, and what emerged — time and again — was the emotional and psychological impact of fertility treatment. Not just the medical journey, but the lived experience of it.

Some of the key themes that attendees reflected on and committed to taking forward in their clinics included:

• Showing more empathy in all patient interactions — this was by far the strongest, most recurring theme. A reminder that the how we speak, support, and show up matters just as much as the what.

• Taking time to really listen, building rapport and connection — even when appointments are short.

• Treating people as individuals, recognising that each patient comes with their own values, experiences, hopes and fears.

• Offering better support resources, including emotional wellbeing tools and practical guidance, so patients feel less alone between appointments.

• Helping patients make informed decisions, through clear, balanced, and timely information — so they feel empowered, not overwhelmed.

Why This Matters

What struck me most was how many participants shared their personal reflections. Not just about how to support patients better, but about how they felt as professionals — the pressures, the desire to do right by people, and the awareness that small changes can make a huge difference.

That willingness to reflect, question, and adapt is the foundation of meaningful change in fertility care.

Patient-centred care isn’t about having all the answers, or adding more to your already full plates.

It’s about putting empathy, clarity, and humanity at the heart of what you do — in ways that work for your team, your clinic, and your patients.

How Clinics Can Take This Forward

If you’re a clinic looking to embed more patient-centred practices, here are a few simple starting points:

• Make space for team reflection. Even short debriefs after difficult appointments or sharing patient feedback can spark valuable change.

• Review your patient materials. Are they clear, balanced, and emotionally sensitive? Are there gaps you could fill with new resources?

• Prioritise communication skills in staff training. Empathy, active listening, and emotional awareness are just as important as clinical updates.

• Offer emotional wellbeing resources. Whether that’s a support group, coaching sessions, or trusted reading materials, small steps matter.

• Ask patients what they need. Often the most valuable insights come from simply asking: “How are you finding this?” and really listening to the answer.

I’m incredibly grateful to Merck for the opportunity to be part of such important conversations and to everyone in Argentina who took part with such honesty, passion, and care.

If your clinic or team would benefit from a session on patient-centred care, whether it’s a workshop, a training day, or a talk at your next event, I’d be delighted to support you.

Let’s work together to make fertility care more compassionate, personalised, and empowering — for every patient, every step of the way.

Please do get in touch if you’d like to chat more - email me at [email protected]