by Maureen Higgins, Senior Manager of Clinical Operations
We recently saw someone post a very distressed message on another message board talking about an experience she had with our Attain® IVF program. We do NOT take these things lightly. Our consumers’ needs and opinions are extremely important to us and we also realize that the fertility experience, coupled with the stress of potential high costs, can be overwhelming.
Seeing this post made us realize that we have an opportunity here to allay some of this confusion and answer some questions that others may have as well.
The question raised on the message board was: What is the process and determining factors under which a patient may be removed from the Attain IVF Refund Program? It’s a great question and one that we want anyone who’s considering our programs to thoroughly understand.
First of all, in order to take part in our refund program, you’ll need to meet certain medical acceptance criteria. I wrote about the criteria the other day. Check it out if you haven’t read it yet.
Once enrolled in our refund program, your doctor will continue to update us on the results of your tests and treatment outcomes. If your results fall outside our acceptance criteria for continued eligibility in the program, we first notify your doctor of our decision to remove you from the program so your doctor has the opportunity to share information with us that may alter our decision.
If you are removed from the refund program, one of our Attain Fertility® Customer Care Specialists will contact you directly and issue a refund. While we do share reasons for removal from the program (which are outlined in the program contract that you sign before beginning the program) sometimes we also direct you back to your fertility practice with specific clinical questions you may have regarding future treatment options.
Since we’ve launched this program, more than 6,000 patients have enrolled and less than 5% have been removed from the program.
You can also elect to withdraw from the program between cycles for your own personal reasons – no questions asked – and receive a refund. You may be interested to know that 10% of our program enrollees have taken that option (about double the number of patients who are removed from the program). We provide this program feature because we’re committed to providing you as much flexibility as possible when making decisions about your family-building options.
Again, YOUR opinion matters to us. Having this blog means we can have a dialogue with you, our consumers, and get the opportunity to answer some of your questions directly. If you read or hear something and want to get an answer straight from us, drop us a line. We’re happy to make a post of it – chances are you’re not the only one who wants to know. Knowledge is power!
