Patient-Centred Care Clinic - Self-Assessment Tool

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I. Eligible Criteria
Eligible Criteria
II. Trustful Communication
III. Patient-Centred Care Environment
IV. Emotional Support From Staff
V. Personalized Approach
VI. Team Qualification
VII. Patient Experience
VIII. Quality Management And Patient-Centred Care
Contact Details

I. Eligible Criteria

Please confirm that your clinic operates in accordance with the following eligible criteria.

In order to participate in the PCCCP process, all of the following criteria must be met. Failure to meet these requirements will result in disqualification from proceeding further with the process.

1. I hereby confirm that we operate in accordance with a Quality Management System (QMS) in place – either internal or externally certified (for example, ISO 9001)*

Yes

2. I hereby confirm that we operate in accordance with an internationally recognized Code of Ethics, such as the WMA International Code of Medical Ethics*

Yes

3. I hereby confirm that we operate in accordance with a documented Patient Care Policy (PCP)*

Yes

4. I hereby confirm that we operate in accordance with all applicable laws and regulations in our country, and that our clinic holds all required licenses, authorisations, and certifications necessary to provide fertility care services in compliance with national legal and professional standards.*

Yes

You don’t meet eligible criteria

Please confirm that your clinic operates in accordance with the eligible criteria.

In order to participate in the PCCCP process, all of the criteria must be met. Failure to meet these requirements will result in disqualification from proceeding further with the process.

II. Trustful Communication

Please answer all of the following questions. All answers are mandatory.

1. Does the clinic ensure that each patient receives understandable information about their diagnosis or health condition before the consultation concludes?*

Guidance:

Information should include, where applicable, the diagnosis, causes, treatment options, expected benefits, risks, side effects, expected outcomes, and agreed next steps.

Suggested evidence:

Examples of documented patient information, e.g., from the patient file.
General information in brochures, flyers, consent forms, and others.

Yes

2. Is an individualized treatment plan, including the proposed treatment schedule and key milestones, explained to the patient before treatment begins?*

Suggested evidence:

Examples of documented treatment plans and schedules, e.g., from the patient file.

Yes

3.Before significant decisions are made and informed consent is obtained, does the clinic provide complete information about proposed investigations, medications, fertility procedures, expected timelines, pregnancy testing, benefits, risks, alternatives, and expected outcomes?*

Suggested evidence:

Examples of documented patient information, e.g., from the patient file.
Filled out consent forms.

Yes

4. Does the clinic provide educational information and support specifically addressing the needs of men experiencing fertility challenges?*

Suggested evidence:

Booklets, brochures, videos, blog articles, and other information.
Examples of documented patient information, e.g., from the patient file.

Yes

5. Are patients informed about the expected benefits, potential risks, side effects, and possible complications of medications and procedures before treatment?*

Suggested evidence:

Completed consent forms.
Patient education documents.

Yes

6. Is education and practical training provided to patients who are required to self- administer injectable medications?*

Suggested evidence:

Documented training of patients, e.g., in the patient file.
Written material, tutorials, and similar.

Yes

7. Does the clinic offer patient education through webinars, online meetings, or similar educational events at least quaterly?*

Suggested evidence:

Invitations to online events.
Links to announcements and/or recordings.

Yes

8.Does the clinic provide digital educational resources (e.g., videos, podcasts, webinars, downloadable guides, or interactive learning materials) for patients?*

Suggested evidence:

Links to videos.
Links to podcasts.
Examples of media formats used.

Yes

9. Is a designated patient coordinator or patient navigator available during clinic working hours to support communication and care coordination?*

Suggested evidence:

List of patient coordinators.
Shift plans.
Emails.
Phone protocols.

Yes

10. Does the clinic have a documented process to respond to patient enquiries on the same working day?*

Suggested evidence:

SOP or similar document describing the process.
Emails.
Phone protocols.
Response to website inquiries.
Social media communication.

Yes

11. Are patients provided with a contact method (e.g., by phone) for urgent clinical matters outside normal working hours?*

Suggested evidence:

Contact number.
Shift and duty plans, including responsible persons for urgent matters.
Patient information containing contact details and respective information.

Yes

12. Can patients obtain access to their medical records on request and in accordance with applicable legal and regulatory requirements?*

Suggested evidence:

Documented access requests.
SOP or similar procedure describing the workflow.

Yes

13. Does the clinic maintain an up-to-date website containing current information about the clinic, healthcare professionals, services, and contact details?*

Suggested evidence:

Link to website.
Screenshots.

Yes

14. Does the clinic website provide an online communication function, e.g., live chat, secure messaging, or equivalent?*

Suggested evidence:

Link to chat.
Screenshots.

Yes

15. Does the clinic website provide accurate and understandable information about available fertility treatment options?*

Suggested evidence:

Link to website.
Screenshots.

Yes

16. Are current treatment fees and pricing information, including explanatory notes where appropriate, publicly available on the clinic website?*

Suggested evidence:

Link to website.
Screenshots.

Yes

17. Does the clinic publish validated treatment success rates together with a clear description of the methodology used to calculate them?*

Suggested evidence:

Link to website.
Screenshots.
Calculation methodology and respective sources.

Yes

18. Where legally permitted, does the clinic publish patient testimonials or patient experience reports/stories?*

Suggested evidence:

Link to website.
Screenshots.
Communication with previous patients for approval of testimonials.

Yes

19. Is website content reviewed, approved, and updated through a documented content management process before publication?*

Suggested evidence:

Policy or similar document defining the validation and approval process.
Job descriptions or similar defining roles and responsibilities.
Examples for the validation and approval of published data.

Yes

20. Are digital communication platforms (e.g., WhatsApp or similar applications) used in compliance with applicable data protection and privacy legislation?*

Suggested evidence:

List of used messenger services.
List of relevant laws and regulations.
Internal policy or similar document defining the application.
Filled out informed consent forms.

Yes

21. Does the clinic obtain patient feedback through website contact forms, secure messaging, or similar digital communication channels?*

Suggested evidence:

Link to website contact form.
Link to website chat.
Examples from submitted feedback.

Yes

22. Does the clinic monitor and analyse patient feedback received through its social media channels?*

Suggested evidence:

Link to social media activities.
Screenshot or similar showing communication activities.
Data and statistics.
Examples for actions taken based on the feedback obtained.

Yes

23. Does the clinic routinely collect patient feedback using structured surveys or standardized feedback questionnaires?*

Suggested evidence:

Feedback form (filled out).
Questionnaire for the survey.
Statistics and evaluation data.

Yes

24. Does the clinic periodically conduct patient focus groups or similar structured discussions to identify opportunities for service improvement?*

Guidance:

Focus groups are a qualitative research method where a small group of people discuss a specific topic guided by a trained moderator. The goal is to understand people’s opinions, experiences, attitudes, needs, and concerns. Examples could refer, e.g., to receiving feedback on the usability of a new website, improving fertility services, developing new services, and others.

Suggested evidence:

Examples from initiated focus groups.
Minutes of the meetings.
Documented outcome.

Yes

25. Does the clinic measure and monitor the Net Promoter Score (NPS) or an equivalent standardized patient loyalty indicator?*

Suggested evidence:

Results.
Development over time.

Yes

26. Is informal patient feedback documented, periodically reviewed, and used to identify opportunities for quality improvement?*

Guidance:

Informal feedback could include, but is not limited to, comments received during routine conversations, telephone calls, emails, or other unstructured interactions.

Suggested evidence:

Documented examples.

Yes

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III. Patient-Centred Care Environment

Please answer all of the following questions. All answers are mandatory.

1. Are all medical consultations and examinations conducted in a private setting that ensures patient confidentiality and dignity?*

Guidance:

Privacy should be maintained throughout consultations and examinations, preventing unauthorized access or conversations from being overheard.

Suggested evidence:

Policy or similar document on “privacy and confidentiality”.
Survey/testimonials confirming patient comfort and privacy.
Photos, video walk-throughs, or a floor plan showing private consultation and examination rooms.

Yes

2. Are consultations and examinations performed by nurses, midwives, counsellors, and other allied healthcare professionals conducted in a private setting that ensures patient confidentiality and dignity?*

Suggested evidence:

Policy or similar document on “privacy and confidentiality”.
Survey/testimonials confirming patient comfort and privacy.
Photos, video walk-throughs, or a floor plan showing private consultation and examination rooms.

Yes

3. Does the clinic provide consultation rooms that allow medical consultation, ultrasound examination, and blood collection to be performed within the same private room, where clinically and operationally feasible?*

Guidance:

The aim is to minimize unnecessary patient movement and enhance privacy and comfort.

Suggested evidence:

Photos, video walk-throughs, or a floor plan showing consultation and examination rooms.

Yes

4. Are dedicated preparation areas available for patients undergoing clinical procedures, e.g., oocyte retrieval, embryo transfer, or other applicable procedures?*

Suggested evidence:

Photos or video walk-throughs showing the preparation room and signage.
Floor plan with marked layouts showing where and how preparation areas are integrated.

Yes

5. Are dedicated recovery areas available for patients following clinical procedures requiring post-procedure observation?*

Guidance:

The aim is to minimize unnecessary patient movement and enhance privacy and comfort.

Suggested evidence:

Photos or video walk-throughs showing the recovery room(s) and signage.
Floor plan with marked layouts showing where the recovery room(s) are located.

Yes

6. Does the clinic provide patients and accompanying persons with access to wireless internet (Wi-Fi)?*

Suggested evidence:

Photos or video walk-throughs showing signage in the waiting area, patient rooms, and other locations, indicating free Wi-Fi access.
Patient material showing Wi-Fi availability and access instructions.
Patient feedback and/or survey results about the availability of Wi-Fi.
Signage, patient materials, and feedback.

Yes

7. When both fertility and antenatal services are provided, are pregnant patients cared for in areas separate from fertility treatment patients to minimize emotional distress?*

Guidance:

Physical separation may include dedicated waiting areas, consultation rooms, or appointment scheduling.

Suggested evidence:

Photos or video walk-throughs showing the different areas and signage.
Floor plan with marked layouts showing where the different facilities are located.

Yes

8. When egg or sperm donation is processed, are appropriate procedures and facilities in place to maintain confidentiality and separation between donors and recipients?*

Guidance:

Separation may be achieved through scheduling, dedicated facilities, or other documented operational controls.

Suggested evidence:

Photos or video walk-throughs showing the different areas and signage.
Floor plan with marked layouts showing where the different facilities are located.

Yes

9. Does the clinic provide designated parking facilities or reserved parking spaces for patients?*

Suggested evidence:

Photos or video walk-throughs showing the designated parking spaces.

Yes

10. Are private waiting areas available for patients who request additional privacy or discretion?*

Guidance:

This requirement does not imply that every patient must have an individual waiting room, but that privacy options are available when needed.

Suggested evidence:

Photos or video walk-throughs showing the private waiting rooms.

Yes

11. Is the clinic equipped to provide access to fertility care for individuals with physical, sensory, cognitive, or other disabilities?*

Suggested evidence:

Photos or video walk-throughs.
Policy, SOPs, work instructions, or similar documents describing the scope of services, including the treatment of individuals with disabilities.

Yes

12. Are all publicly accessible areas of the clinic, including entrances, reception areas, waiting rooms, consultation rooms, treatment rooms, and restrooms, accessible to people with disabilities?*

Suggested evidence:

Photos or video walk-throughs.

Yes

13. Does the clinic offer appointment scheduling options outside standard operating hours, e.g., early morning, evening, or weekend appointments, where operationally feseable?*

Guidance:

Alternative appointment times may be provided routinely or based on documented patient needs.

Suggested evidence:

Documented service hours.
Shift plans.
Emails and other patient communication.

Yes

14. Are patients offered the opportunity to consult directly with an embryologist when clinically appropriate or upon request?*

Suggested evidence:

Documented appointments.

Yes

15. Without direct access to the IVF laboratory, does the clinic provide patients with opportunities to learn about laboratory processes through alternative methods (e.g., guided viewing, videos, virtual tours, or educational sessions)?*

Guidance:

The objective is to improve patient understanding while maintaining laboratory safety, quality, and biosecurity.

Suggested evidence:

Photos or video walk-throughs.

Yes

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IV. Emotional Support From Staff

Please answer all of the following questions. All answers are mandatory.

1. Does the clinic provide patients with information on how to access psychosocial support services before and throughout fertility treatment?*

Guidance:

Information may include services provided by the clinic or external providers and should be available in written, digital, or verbal form.

Suggested evidence:

General information in brochures, flyers, consent forms, or patient guides with support info.
Information on the website.
Information on social media.

Yes

2. Does the clinic provide patients with on-site access to an appropriately qualified mental health professional, e.g., psychologist, psychotherapist, or counsellor, with expertise in reproductive health?*

Suggested evidence:

Shift plans.
Photos or video walk-throughs with signage.
General information in brochures, flyers, on the website, and others.

Yes

3. Does the clinic provide on-site access to fertility coaching or comparable non- clinical support services to assist patients throughout their treatment journey?*

Guidance:

Services may be provided by clinic staff or external providers.

Suggested evidence:

Shift plans.
Facility maps/photos with signage.
Photos or video walk-throughs with signage.
General information in brochures, flyers, on the website and others.

Yes

4. Does the clinic provide educational resources or support services specifically addressing the emotional needs of men experiencing fertility challenges?*

Suggested evidence:

Job descriptions and roles of male support specialists.
Shift plans or group session schedules.
Documented support, e.g., in the patient file.
Minutes of meetings.

Yes

5. Does the clinic use a documented process to assess patients' emotional readiness before initiating IVF treatment or treatment involving third-party reproduction?*

Guidance:

Assessment may include emotional preparedness, expectations, coping strategies, and support needs.

Suggested evidence:

Examples of documented patient assessment.
SOP, assessment criteria, and/or questionnaire.

Yes

6. Are patients routinely offered a consultation with a qualified mental health professional before commencing fertility treatment?*

Guidance:

The consultation should be offered irrespective of whether the patient accepts it.

Suggested evidence:

Mental health professional schedules.
Educational and information materials referencing pre-treatment counselling.

Yes

7. Does the clinic periodically assess patients' psychological wellbeing and emotional support needs during the course of treatment using a documented process?*

Guidance:

Assessments may be performed at predefined treatment milestones or whenever clinically indicated.

Suggested evidence:

Examples of documented patient assessment.
SOP, assessment criteria, and/or questionnaire.

Yes

8. Does the clinic provide patients with access to an independent patient advocate or equivalent support service to assist with navigating clinical, administrative, financial, and communication-related aspects of treatment?*

Guidance:

The patient advocate should be clearly identified and easily accessible.

Suggested evidence:

Examples of documented patient support.
Job description.
Policy or similar document describing patient advocacy.

Yes

9.Does the clinic provide educational resources or programmes addressing topics such as stress management, coping strategies, grief, relationship challenges, and emotional wellbeing during fertility treatment?*

Suggested evidence:

Printed or digital educational material.
Documented education, e.g., in the patient file.
Service description on the website, in social media, and other media.

Yes

10. Has the clinic implemented evidence-based guidelines for psychosocial care in infertility, e.g., as published by the EFS, ESHRE, or equivalent national or international guidance, into routine clinical practice?*

Guidance:

Implementation should be supported by documented policies, protocols, and staff training.

Suggested evidence:

Reference to guidelines, protocols, or similar in the internal quality management system.
Training records on staff training on the guidelines.

Yes

11. Does the clinic provide patients with evidence-based information regarding the relationship between emotional wellbeing, mental health, and fertility treatment?*

Suggested evidence:

Patient information, e.g., on the website, flyers, brochures, others.
Education material.
Documented education, e.g., in the patient file.

Yes

12. Do staff members who provide direct patient care receive regular training in mental health?*

Suggested evidence:

Education material.
Training records on staff training.

Yes

13. Does the clinic have a documented process to offer or arrange timely psychological support following pregnancy loss, unsuccessful treatment, or other emotionally distressing reproductive events?*

Guidance:

Examples include miscarriage, failed implantation, poor fertilization outcomes, treatment cancellation, embryo disposition decisions, or other clinically significant events.

Suggested evidence:

Documented examples, e.g., from the patient file.
Results from patient feedback and/or surveys.

Yes

14. Can healthcare professionals access advice or consultation from a qualified mental health professional when managing patients experiencing significant emotional distress?*

Guidance:

This support may be provided through multidisciplinary meetings or formal consultation pathways.

Suggested evidence:

Examples where support was requested.
Documented examples.

Yes

15. Does the clinic provide or facilitate access to complementary wellbeing services, e.g., mindfulness, relaxation techniques, support groups, yoga, or similar programmes, to help patients manage treatment-related stress?*

Guidance:

Participation should always be voluntary.

Suggested evidence:

Link to the website and/or social media where courses are announced.
Meeting documentation.
Training plans.
Photos, videos.

Yes

16. Are patients routinely offered a follow-up consultation with their treating physician after unsuccessful fertility treatment to discuss outcomes, future options, and ongoing care?*

Suggested evidence:

Protocol, internal workflows, or similar.
Patient information, e.g., on the website, flyers, brochures.
Documented appointments, e.g., in the patient file.
Patient feedback from surveys about the received counselling.

Yes

17. Are patients offered the opportunity to discuss laboratory findings and treatment outcomes with an embryologist following unsuccessful IVF treatment, where appropriate?*

Suggested evidence:

Protocol, internal workflows, or similar.
Patient information, e.g., on the website, flyers, brochures.
Documented appointments, e.g., in the patient file.
Patient feedback from surveys about the received consultation.

Yes

18. Does the clinic provide structured follow-up care for up to six weeks following embryo transfer?*

Guidance:

Follow-up should include clinical support, medication guidance, and access to advice regarding symptoms or complications.

Suggested evidence:

Protocol, internal workflows, or similar.
Documented appointments.
Patient feedback from surveys about the received follow-up care.

Yes

19. Does the clinic provide structured follow-up care for up to twelve weeks following embryo transfer?*

Suggested evidence:

Protocol, internal workflows, or similar.
Documented appointments.
Patient feedback from surveys about the received follow-up care.

Yes

20. Does the clinic provide structured follow-up care after the 12th week of pregnancy following embryo transfer?*

Suggested evidence:

Protocol, internal workflows, or similar.
Documented appointments.
Patient feedback from surveys about the received follow-up care.

Yes

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V. Personalized Approach

Please answer all of the following questions. All answers are mandatory.

1. Does the clinic have a structured process to actively collect, review, and respond to both positive and negative patient feedback?*

Guidance:

Feedback mechanisms may include surveys, interviews, focus groups, suggestion channels, complaints processes, or other patient engagement methods.

Suggested evidence:

Policy or similar document.
Feedback form.
Statistics and data.
Minutes of meeting.
Evidence of feedback analysis and resulting improvement plans.

Yes

2. Does the clinic routinely assess and document patients’ individual needs, expectations, concerns, and preferences throughout their care journey?*

Guidance:

Assessment may include emotional, informational, cultural, logistical, and clinical needs. Identified needs should inform individualized care planning and communication.

Suggested evidence:

Policy or guidelines on patient needs assessment.
Reports or data from needs assessments or surveys.
Minutes of meeting.
Patient intake forms or assessment tools capturing needs and concerns.

Yes

3.Does the clinic have a structured process to ensure that relevant patient needs, concerns, risks, and preferences are communicated effectively among all members of the care team?*

Suggested evidence:

Documented process.
Examples for team communication.
Minutes of meeting.

Yes

4. Does the clinic have measures to minimize the number of physicians involved in an individual patient’s care to no more than two to promote continuity and consistency?*

Suggested evidence:

Policy or similar document defining responsibilities.
Documented responsibilities, e.g., in the patient file.
Documented feedback from patient surveys.
Scheduling or case assignment records.

Yes

5.Does the clinic ensure that patients have periodic treatment reviews with their treating physician to assess progress, outcomes, and next steps?*

Suggested evidence:

Documentation in the patient files.
Minutes of meeting or other protocols.
Clinical audit reports.

Yes

6. Does the clinic have a system to ensure continuity of care by enabling patients to regularly consult the same treating physician?*

Suggested evidence:

Documentation in the patient files.
Patient feedback.
Clinic policies emphasizing continuity.

Yes

7. Does the clinic have a system to ensure continuity of nursing or midwifery support by enabling patients to regularly consult the same nurse/midwife?*

Suggested evidence:

Documentation in the patient files.
Patient feedback.
Clinic policy on nurse/midwife assignment.

Yes

8.Is a lead physician or responsible clinician assigned to each patient or couple to coordinate evaluations, treatment decisions, and continuity of care?*

Suggested evidence:

Documentation in the patient files.
Patient feedback.
Clinic policy or protocol for lead physician assignment.

Yes

9. Does the clinic provide a welcoming and patient-centred environment with personalized elements that support patient comfort and wellbeing? Examples may include appropriate lighting, privacy measures, comfortable furnishings, calming design elements, music, or other features that improve the patient experience.*

Suggested evidence:

Photos or video walk-throughs.
General information in brochures, flyers, and others.
Patient feedback.

Yes

10. Does the clinic adapt communication, administrative processes, and care pathways to address the specific needs of domestic and international patients?*

Guidance:

Adaptations may include language support, cultural considerations, legal requirements, coordination of travel-related needs, and remote communication options.

Suggested evidence:

Documentation in the patient files.
General information in brochures, flyers, and others.
Minutes of meetings.
Patient feedback.

Yes

11. Does the clinic provide inclusive and individualized care pathways that address the specific needs of diverse patient groups, including heterosexual couples, single patients, lesbian couples, and gay couples?*

Suggested evidence:

SOPs, workflows, and similar.
Documentation in the patient files.
General information in brochures, flyers, and others.
Minutes of meetings.
Patient feedback.

Yes

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VI. Team Qualification

Please answer all of the following questions. All answers are mandatory.

1. Is a designated member of senior leadership formally assigned responsibility and accountability for patient care quality and patient-centred care within the clinic?*

Suggested evidence:

Organigram/organizational chart.
Job description.
Terms of reference or similar for the board.
Minutes of meeting.

Yes

2. Does the clinic formally define and document the roles, responsibilities, authority, and accountability of staff members involved in patient care?*

Suggested evidence:

Job descriptions.
Minutes of meeting.
Project plan with assigned responsibilities.

Yes

3. Has the clinic developed, implemented, and regularly reviewed a formal staff development plan to support continuous improvement of employee knowledge, skills, and competencies?*

Guidance:

A staff development plan may include defined objectives, competency assessments, identified development needs, training activities, timelines, resources, expected outcomes, and evaluation of effectiveness.

Suggested evidence:

Staff development plan.
Staff feedback.
Documented activities, e.g., in the HR file.
Minutes of meeting.

Yes

4. Does the clinic maintain an active staff development program that supports ongoing professional growth, competency improvement, and performance enhancement for all employees?*

Guidance:

The program may include onboarding, orientation, training, mentoring, coaching, career development, competency assessment, performance feedback, and continuing education opportunities.

Suggested evidence:

Policy or similar describing the staff development program.
Staff feedback.
Documented participation, e.g., in the HR file.

Yes

5. Does the clinic establish and implement an annual training plan that addresses the educational needs of both clinical and non-clinical staff?*

Suggested evidence:

Annual training plan.
Documented participation, e.g., in the HR file or training records.
Staff feedback.

Yes

6. Does the clinic provide a structured training system that includes appropriate internal and external learning opportunities for staff development?*

Suggested evidence:

Training plan.
Examples for internal and external training.
Documented participation, e.g., in the HR file or training records.

Yes

7. Does the clinic provide training to staff on effective communication skills, including active listening, empathy, and clear information delivery?*

Suggested evidence:

Training plan.
Training material.
Examples of conducted training.
Documented participation, e.g., in the HR file or training records.

Yes

8. Does the clinic provide regular training for physicians on respectful behavior, empathy, professional commitment, cultural sensitivity, and patient-centred communication?*

Suggested evidence:

Training plan.
Training material.
Examples of conducted training.
Documented participation, e.g., in the HR file or training records.

Yes

9. Does the clinic provide regular training for non-medical staff on respectful behavior, empathy, cultural sensitivity, confidentiality, and patient-centred service?*

Suggested evidence:

Training plan.
Training material.
Examples for conducted training.
Documented participation, e.g., in the HR file or training records.

Yes

10. Does the clinic conduct formal staff performance evaluations at defined intervals, including at least annually?*

Guidance:

Performance evaluations should include assessment of competencies, professional behavior, achievement of objectives, training needs, and opportunities for improvement.

Suggested evidence:

Evaluation form.
Documented performance evaluation.
Staff feedback.

Yes

11. Does the clinic have a structured approach to recognize and reward staff contributions, performance, and commitment to quality improvement?*

Guidance:

Recognition mechanisms may include awards, professional development opportunities, acknowledgment programmes, career progression, or other appropriate incentives.

Suggested evidence:

Policy or similar document describing the incentive program.
Examples of incentives.
Documentation in staff file.
Staff feedback.

Yes

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VII. Patient Experience

Please answer all of the following questions. All answers are mandatory.

1. Does the clinic have a structured system to regularly measure, analyze, and improve patient satisfaction and experience?*

Suggested evidence:

Policy or similar document describing the approach.
Feedback forms.
Data and statistics.
Minutes of meeting.
Improvement plans.

Yes

2. Does the clinic analyze patient satisfaction data separately for female and male patients?*

Suggested evidence:

Policy or similar document describing the approach.
Feedback forms.
Data and statistics.
Minutes of meeting.
Improvement plans.

Yes

3. Does the clinic analyze patient satisfaction separately for domestic and international patients to identify differences in needs and experiences?*

Suggested evidence

Policy or similar document describing the approach.
Feedback forms.
Data and statistics.
Minutes of meeting.
Improvement plans.

Yes

4. Does the clinic actively involve patients in decisions regarding their assessment, treatment options, and ongoing care?*

Suggested evidence:

Policy or similar defining the involvement of patients.
Patient feedback.
Documentation, e.g., in the patient file.

Yes

5. Does the clinic provide patients with secure digital access to relevant healthcare information, such as test results, treatment plans, consent documents, and embryo-related information where applicable?*

Suggested evidence:

Link to platform or app.
Screenshots, photos, tutorials, or similar.

Yes

6. Does the clinic provide patients with access to urgent support or clinical advice outside standard operating hours, including emergency contact arrangements where appropriate?*

Suggested evidence:

Hotline number.
Patient information with emergency number.
Shift plan for hotline.

Yes

7. Does the clinic provide or facilitate additional support services that improve patient convenience and overall care experience?*

Guidance:

Examples may include transportation assistance, accommodation support, language services, appointment coordination, local information, or other patient support services. These services may be provided directly or through external partners.

Suggested evidence:

Job descriptions.
Examples for organized services.
Communication, e.g., by email.
Patient feedback.

Yes

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VIII. Quality Management And Patient-Centred Care

Please answer all of the following questions. All answers are mandatory.

1. Does the clinic have a documented and implemented patient-centred care policy integrated into its quality management system?*

Guidance:

The policy should define the clinic’s commitment, principles, responsibilities, and processes for delivering care that respects patients’ needs, preferences, values, and expectations.

Suggested evidence:

Policy or similar document describing the approach.
Extract from the quality management documentation system (index list, screenshot, others).

Yes

2. Is patient-centred care established as a strategic priority within the clinic’s governance framework, with defined responsibilities and allocated resources?*

Guidance:

The clinic should demonstrate leadership commitment through appropriate planning, resource allocation, monitoring, and continuous improvement activities.

Suggested evidence:

Clinical governance policy.
Extract from the strategic plan.
Reference from strategic goals.
KPI for top management.

Yes

3. Are appropriately qualified and designated staff members assigned responsibility for coordinating, monitoring, and improving patient-centred care activities?*

Suggested evidence:

Clinical governance policy.
Organigram, organization chart.
Job descriptions.
Terms of Reference (ToR) committee.

Yes

4. Does the clinic define, monitor, analyze, and act upon key performance indicators (KPIs) related to patient-centred care?*

Guidance:

KPIs may include:

Patient satisfaction and patient experience measures.
Waiting times and response times.
Complaints and feedback trends.
Patient education activities.
Staff training on patient-centred care.
Communication quality indicators.
Continuity of care measures.

Suggested evidence:

Examples for KPIs.
Data and statistics.
Improvement plan(s).
Minutes of meetings.

Yes

5. Does the clinic provide regular documented training and education for staff on patient-centred care principles, quality management, and continuous improvement?*

Suggested evidence:

Training plan.
Training material.
Documented training participation, e.g., in the staff file or training record.

Yes

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Contact Details

Please answer all of the following questions. All answers are mandatory.

Clinic name

Contact person on PCCCP

Contact person email address

Country

Previous Submit

Congratulations!

You have successfully completed Patient-Centred Care Clinic Application.

We would like to thank you for your commitment to patient-centred care and for taking this important step toward quality and ethical excellence in fertility services.

Our team will now review your application and contact you shortly with the next steps. Should you have any questions in the meantime, please do not hesitate to reach out to us.

EFS Central Office
Martyna Kuszmar
Email: info@europeanfertilitysociety.com

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