AAA Medi-Calibrations Promotes Customer Experience in Fertility Care
From September 18th to 20th, 2024, the Shehu Musa Yar’adua Center in Abuja played host to the 14th Annual International Conference of the Association for Fertility and Reproductive Health (AFRH). Themed “Collaboration for Assisted Reproductive Technology (ART); Global Best Practices in Nigeria”, the event brought together leading fertility experts, healthcare innovators, and IVF service providers to share insights, showcase solutions, and chart new pathways for reproductive healthcare in Nigeria.
AAA Medi-Calibrations Ltd., a leading supplier of IVF and laboratory equipment and consumables in Nigeria, once again participated, but with a bold and refreshing twist. Rather than using its platform for the usual product showcase, AAA chose to deliver a groundbreaking presentation that echoed the evolving needs of modern fertility care.
Presentation Spotlight: Managing Customer Experience Beyond Conception in Fertility Care
The highlight of AAA’s participation was a compelling session on “Managing Customer Experience Beyond Conception in Fertility Care”, delivered by Dr. Stephen S. Hati, President/CEO of the Quality Improvement Institute of Nigeria (QIIN), a strategic partner of AAA. The presentation urged IVF clinics to move beyond just clinical results and focus on the complete patient journey—emphasizing empathy, communication, responsiveness, and system-driven feedback management as pillars of quality.
A Gift to the Industry: Launch of a Free Resource Book
During the session, AAA and QIIN unveiled a significant industry contribution: the book “IVF Patient Experience, Complaints and Feedback Management – A Comprehensive Guide for Clinics.” This timely resource, developed by QIIN and fully sponsored by AAA Medi-Calibrations, was distributed free to IVF professionals and facilities at the conference.
Key Highlights from the Book Include:
- Is your team truly knowledgeable about all your services?
- Understanding the IVF patient journey—before and during treatment
- Moving beyond the stereotype of the “difficult patient”
- Effective communication practices—recognizing that automated responses are not true engagement
- Quality Management Systems in action: Complaints and feedback platforms that work
- Working templates IVF clinics can adopt immediately
- Technology adoption strategies that are both impactful and sustainable
AAA’s Message
“True excellence in fertility care goes beyond conception; it’s about delivering a transformative experience. We’re here to support clinics not just with equipment, but with the tools, knowledge, and strategies that foster long-term patient trust and satisfaction,” said Mrs. Adebola A. Olusanya, Managing Director of AAA Medi-Calibrations.
AAA Medi-Calibrations Ltd. remains committed to advancing the fertility landscape in Nigeria by not only delivering world-class equipment but also investing in the systems and education that uplift service quality. The AFRH 2024 Conference served as a powerful reminder that the future of IVF care lies in collaborative innovation, compassionate service, and continuous improvement.