Case Study about CNY Fertility Center


At CNY Fertility Center, Kristen Magnacca served as the confidant, unbiased fertility friend, and emotional anchor that all of Dr. Rob Kiltz’s patients depended on for support and reinforcement as they underwent their treatment cycles. Magnacca created an innovative emotional support program that was an integral part of helping CNY Fertility patients persevere with treatment and ultimately become parents.

Kristen’s unique process helped new and existing clients/patients preserve their mind, body and soul while surviving the emotional roller coaster of infertility treatment. She gave patients the confidence and self-love to believe they deserved to succeed.

She interacted with hundreds of clients, first via in-person and group meetings, and then mainly through phone coaching and tele-workshops. Her goal was to “emotionally treat” clients even before they were treated with any reproductive techniques, especially during the crucial first three months of treatment.

Magnacca helped her clients create an inner personal system of self-care that kept them in treatment, as well as to build external support structures that would serve them through any of life’s challenges. Her guidance and coaching were reinforced with her blog postings and a copy of her award-winning book Love and Infertility that every client received.

· Created a unique, patient-centric emotional support system
· Connected in a girlfriend to girlfriend, unbiased fertility friend style
· Held monthly teleseminars focused on self-love and nurturing
· Reinforced through individual coaching, if necessary
· Provided emotional treatment
· Offered additional tools like blogs, distribution of award-winning book
· Offered training to staff members to teach them patient-centric communication techniques

Return on Investment
· Patients became more confident in their ability to succeed with treatment.
· Patients’ self-esteem and confidence improved.
· Patients became more connected and invested to their providers who communicated better with them.
· Patients stuck with treatment cycles until they became pregnant, e.g., all patients in her first support group had given birth by the end of 2012.
· Patient referrals increased because they were satisfied with their treatment and how they were treated emotionally.


(Originally Published February 6, 2013

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