Why Clinic Leadership Matters in Your Fertility Journey
For those in need of help to conceive, there are endless considerations when choosing a fertility clinic.
Outcomes. Location. Services. Service. Hours. Cost.
What about the leadership at your fertility clinic? What does this mean for your experience and your outcomes?
What is leadership?
The New Oxford Dictionary of English defines leadership as: ‘the action of leading a group of people or an organization’. Although this is true, it only scratches the surface.
Leadership is service. In the fertility space, our leaders are tasked with serving patients as well as the clinic’s team and care providers.
Leadership means building a culture of mutual respect and safety. Being a leader doesn’t make you an expert- it means you are a learner, a listener and a conduit for what your team needs and what they convey to you about patient needs.
Why does this matter to your care as a patient?
If you have ever been in a job where you don’t feel valued and respected, you know what this does to your psyche. Even the most passionate and driven employees cannot function at their full potential without the support they need. Not only can this dim the spark that people carry to do more and do better, but it also limits the clinic’s ability to engage in quality improvement, innovation, and better patient care.
At Markham Fertility Centre, we prioritize our team’s autonomy and safety; safety to bring forward ideas, safety to suggest better workflows, and safety to innovate so we can provide the best care possible. Autonomy doesn’t exist without safety, and we spend time creating an environment that values the well-being of staff.
How does this apply to patients? When our team sees a chance to do more or do things better, they can and will advocate for you. Patient feedback doesn’t just get heard—it drives meaningful change in a culture built on safety and continuous improvement.
Markham Fertility Centre encourages learning together, with opportunities for reflection and growth. Amongst our collaborative activities is a monthly ‘rounds’. This is where one of our physician leaders does a deep dive on topics related to reproductive medicine. The entire clinic is included- regardless of discipline or role. We learn together with autonomy and a sense of community. The benefits of this are plentiful: our team is engaged, bonded, informed and inspired.
At MFC, we encourage growth, and we don’t just focus on MFC staff! We actively mentor high school students through the co-op student program with York Region Secondary School Board, in addition to university co-ops and interns at the beginning of their careers. Through these programs, we help them see a possible future while educating them about science, medicine, technology, and leadership. We are motivated by watching young, casual employees fall in love with fertility medicine and grow into careers in embryology, genetics, medicine, and leadership themselves. Our people do not feel limited. We all benefit from lifting each other up and being capable of making a difference.
I find great value in my job and truly enjoy what I do. It brings me joy to see patients achieve pregnancy after receiving our careful care. I love helping patients think positively when facing challenges and feel confident about moving forward with their treatment after my education and support.
I also appreciate the culture at Markham Fertility Center. I feel like an important member of this big family, and I’m happy to see it grow and help even more people expand their own families.
– Judy, Nurse Coordinator, MFC
We encourage transparency and give our people a voice. If an MFC team member has an idea or feedback, there is an avenue and an ear to listen. This is built into our culture in the opportunity to submit program or project ideas, in our employee intranet feedback forms, our open doors, and in our employee focus groups. Diversity, humility and the ability to listen are key values in our leadership strategy. We see everyone.
Characteristics of a Well-Run Fertility Clinic or Organization
Empowered Staff: You need a team with the tools and support to provide optimum care, without unnecessary obstacles. MFC’s team is well supported and prepared to give you the best quality care.
Consistency: You should not have to worry about the experience you are going to have when you attend your clinic. Infertility comes with a lot of anxieties; your clinic experience should not be one of them. You should receive consistent, positive, attentive care at every turn from the concierge through to your physician.
Authentic Passion: You deserve a team that genuinely cares about helping you. We recruit, train and retain employees who care about what they do. That means they care about you. When staff care about their work, they are authentic in their care for you as a patient, and that makes a world of difference.
High Employee Morale: A team that is fulfilled and happy can work together to their best and focus on you. You can feel the positivity at Markham Fertility Centre when you are at the clinic. It is palpable. But we are also human. As individuals, we have our down days, and when these occur, we are thankful for colleagues who raise our spirits.
Visible Leaders: Your clinical team needs leaders to have their backs and be accessible. Patients and team members are individuals; MFC leadership is here to address the unique needs that arise and support everyone through the journey.
Proactive Feedback Loops: Feedback is the only way to learn and improve. When you step into the walls of MFC, you are cared for by a team with many feedback mechanisms. Patient feedback is always welcome. Look for QR codes to access feedback surveys, a friendly face in the clinic or email us at info@markhamfertility.com. We want to hear what you have to say.