Newlife Fertility Centre Canada is one of Canada’s leading fertility Centres providing a wide variety of treatments ranging from basic infertility care to the most advanced in vitro (IVF) technology available today. At Newlife, our team of experts is committed to working with you, to help realize your dream of parenthood. We will start by completing all the tests necessary to fully understand your specific situation, and then work with you to develop an individualized plan of care. It is this individualized approach, coupled with our state-of-the-art treatment centres that have given us such high success rates. We also offer a very comfortable clinic environment, a dedicated healthcare team and a cost conscious approach to our treatments.

1. Organization Introductory
Briefing
Accreditation Meeting
November 20-22 /2011

2. Organization Charts
WHO WE ARE

3. At A Glance Managing Director
Dr. Samuel Soliman
Vice President
Nival Ebeid
Laboratory Dept.
Director Associate Services
Dr. Bin Wang
Operations Dept. Mgr.
Associate Physicians
Sylvia Abadeer Counselors
Finance & IT Dept. Colette Barras
OB/GYNE Catherine Moore
Dr. S. Daya
Ultrasound Dept. Dr. K. Ben Omran Acupuncture
Ultrasound Mgr. Operations Dept. Dr. Jai Li
Dr. E. Badi
Vacant
Urologist Dietitian
Marketing Dept.
Dr. M. Beheshti Rowena Santillan
Nursing Dept.
Pharmacy/Inventory
Radiologist Pharmacy Techs.
Dr. M. Jain
Reception Dept.
Dr. R. Duggal
Human Resources
Dept.

4. Operations Department
Operations
Manager
Sylvia Abadeer
Operations
Coordinator
Micheline Botros
Human
Ultrasound Dept. Nursing Dept. Reception Dept. Resources
Dept.
Reception
Nursing Mgr. Coordinator
Ultrasound Mgr. HR Coordinator
Laura Keough
Receptionists
IVF & OR Monitoring
US Team Leader. US Techs.
Nurse Supervisor Nurse Supervisor

5. Finance and Marketing Departments
Vice President
Finance/Admin/Marketing
Nival Ebeid
Operations Finance & IT
Marketing Manager
Manager Manager
Vacant
Sylvia Abadeer Vacant
Marketing Accounts
Yoga & Retention Billing
Specialist Management
Program Korina Reyes
Malika Durrani Saiyad Ali
Pharmacy
Telemarketing Accounting
Coordinator
Officers Kareem Ahmad
Michelin Botros
Financial Planning
Marketing
& Reporting
Representative
Ingrand ,Andrian
Ashish Gogate
,Wina

6. Laboratory Department
Senior Embryologist
Rania Baydoun
Lab. IVF Coordinator Andrologist
Leena Chellakudam ( as scheduled)
Lab Director
Bin Wang
Lab. Technicians
Senior Phlebotomist
Emily Monfero

7. Nursing Department
Operation
Manager
Sylvia Abadeer
Nurse Manager
Laura Keough
Monitoring
IVF + OR Nurse
Nurse
Supervisor
Supervisor
Nicole Goodman
Raisa Salceda
RPNs RNs RPNs

8. Mission/Vision
Key Milestones
SWOT Analysis
WHERE ARE WE COMING FROM

9. Our Aim
• Here at Newlife, we are committed to
innovation in reproductive care in a
Our Vision compassionate and friendly setting and
most of all, we provide hope through
individual care.
• To be the premier ART service provider
Our Mission through convenient locations providing
highly personalized service.
• Amongst the highest pregnancy rates on a
Our national level.
Strength • Personalized service.
• Multiple centres for patient convenience

10. Our Core Values
We explain to our patients their options, we
Empowerment encourage patients to get educated and help
them take charge of their decisions when it
comes to treatment.
We treat all our patients with respect; we are
Respect/ non-judgemental and always show compassion
Compassion in difficult times when treatment fails to
achieve its objective.
We are an equitable employer and value our
Equity/ employees. We have an effective complaint
Fairness process for both employees and patients.

11. Our Core Values…Contd
We are open and welcome to constructive
Openness/ criticisms, suggestions, advice from
Clarity patients, employees and referring physicians. We
communicate clearly with our employees, patients and
referring physicians.
We have a high degree of integrity when it comes to
patient advice regarding treatment options; our
guiding principle is to help our patients achieve a
Integrity healthy singleton pregnancy, in the shortest period
using the least expensive solution.
We are ethical when delivering services, respectful of
patient autonomy, balancing that with safety of the
Ethical patient and safety of their future offspring. We are
mindful of current community, social and various
religious ethical standards.

12. SWOT Analysis
 High success rates
 Continuous investment/improvement
in clinical context upgrades  Limited number of full time physicians
(equipment/services)  Hired staff in some key departments
 Diversified staff and personalized care are less than one year in job tenure.
 Advanced platform of systems and  Longer wait times for monitoring.
documents.
 New patients consultation within
three weeks Strength Weakness
Opportunity Threat
 Provide diagnostic testing services to  With success and expansion there are
outside physicians. challenges with communication and
 Provide specialized IVF lab services to customer service.
other physicians.  Local economy health and
 Attract quality physicians and employees. employment levels.
 Expansion to underserviced areas  Changing government regulations and
health care funding.

13. Key Milestones
Expansion in Burlington
Richmond Hill Clinic
Expansion in Mississauga Patient Retention Program
Established egg freezing
Established in Established Highest frozen transfer
(7 babies delivered to date)
June 2004- Vitrification pregnancy rate in Canada
Brampton
2004 2005 2006 2007 2008 2009 2010 2011
Moved to current Established PGS and FISH Reduced multiple rate
Implemented DET
location (60 babies born to date.) to 17% from 45%
Implemented OSCAR Highest frozen transfer
Burlington Clinic Primer accreditation
Expansion in Brampton pregnancy rate in
award
Canada
Woodbridge Clinic Implemented SET
Inspection CPSO
Implemented IVF record
keeping system integrated Introduced 5 day biopsy
with EMR IMSI Program
Started Call centre
Expansion in Woodbridge
& Mississauga

14. Employee Growth 2008-2011
42%
20%
Employee Growth
19%
102% increase (2008-2011)
85
42 60
50
2008
2009
2010
2011

15. Increase In IVF cycles Vs Employee
Growth (2008-2011)
18%
15% 863
33%
730 42%
Total IVF Cycles
86% increase (2008-2011) 633
475 85
20%
19%
Employee Growth 60
102% increase (2008-2011) 50
42
2008 2009 2010 2011

16. Objectives
Focus 2011-2012
Tactical Plan
Key Challenges
WHAT WE WANT TO ACHIEVE

17. Our Goals
Establish Newlife as a
preferred employer
Enhance patient satisfaction and
experience.
Empower patients through
education and seek their input.
Enhance services to patients
through convenient locations.
Provide safe and quality service to our patients

18. Focus in 2011-2012
Training Patients Safety
Communication
Patient focus
Employees
Safety Co-Workers Experience
Customer Incidents/ Input
Service Corrective
Input/Worklife actions

19. How Will We Do This
Commit to safety and quality management standards.
• Educate employees on required workplace and
patients’ safety standards
• Incident report tracking and corrective/preventive
actions
• Partner with clients to raise awareness on safety
rights and responsibilities
Enhance and improve client education.
• Fertility education series .
• Continuous enhancement of website as a rich
informative reference for clients’ education
regarding services provided and explanation for
needed inquiries.
• Track and follow up satisfaction questionnaires
to monitor response.

20. How Will We Do This…Contd
Enhance patient satisfaction and experience.
Strengthen customer service.
• In-house customer service training for reception
and call centre staff.
• Provide more employees with second language on
phones and front desk.
• Patient involvement initiative.
• Easy access to medical staff :nursing advice/4-8pm
pager
Improve wait time for customer services
• Training receptionists on booking procedure
• Pre-emptive extra staff scheduling
• Recruit part time technicians
• Track wait times

21. Key Challenges
• Limited availability of experienced staff in the
fertility field.
• Variation in knowledge base (senior versus newly
Staff
hired staff)
• Limited leadership capabilities in the supervisory
level
• Staff retention , reduce turnover to build on exiting
knowledge
• Large diversified ethnic/language groups
Client Base
• Demands for high level of customer service and
effective communication
• Financial burden of treatment and our ability to
provide assistance
• Time constraints on full time employed patients
• Ageing patient population and the need for donor
egg

22. IVF
Ongoing pregnancy
Multiple rate
Frozen Transfer
Live Birth
OUR SUCCESS RATES 2008-2011

23. At A Glance
Multiple Rates
• Overall multiple rates decreased from 39% in 2009 to 26% in 2010.
• The multiple rates in fresh cycles dramatically decreased from 45%
in 2009 to 19% in 2010.
Pregnancy Rates
• Pregnancy rates in FET in all categories remains high.
• Since we have carried out significant percentage of eSET, freezing
all cycles, and have carried out lab renovation, the pregnancy rate
in fresh cycles of age 36-39 age group has dropped slightly.
Results for 2011 ( 6months)
• For 47 freeze all cycles with AA blastocysts, in subsequent 1st FET
cycles, 92% are HCG positive, and 70% are heart beat positive. ( All
ages)
• In 2011 we have increased eSET percentage in FET cycles, in order
to decrease multiple rate in FET more significantly
• Improvement of efficiency of IUI:12% of overall pregnancies

24. Pregnancy Results 2008-2011
Ongoing Pregnancy/ Transfer ( +ve Heart Beat)
65% 69%
58%
30-35 58%
47%
47%
≤ 36-39 42%
34%
29%
>40 33%
25%
22%
2008 2009 2010 2011
Please Note: 2011 results are projected

25. Live Birth Rate/ Transfer
2008-2009
Live Birth Rate/ Transfer
54%
30-35 52%
43%
36%
36-39
26%
>40 12%
2008 2009

26. IUI Success Rate (2008-2011)
BHCG +ve
20%
19% 19%
17%
2008 2009 2010 2011
2011 results are from Jan-Sept 2011

27. Overall IVF cycles 863
2008-2011 730
633
Total IVF 403
475
Cases
342
230
134
FET Thaw
460
403 388
Retrievals 341
2008 2009 2010 2011

28. ART Outcome of Fresh Cycles
2008-2011 (age< or = 39)
56
54
Gestational Preg 53
38 38
47
33
Implantation
45 31
33
Multiple Preg.
51
20
10
Live Birth 47
2008 2008
2009 2010 2011
1 2 3 4

29. Outcome of FET cycles
(<or =39) 60%
57% 56%
48%
44
Gestational Preg 40
36
29 41
Implantation
31
28
Multiple Preg.
54
16
Live Birth 44
2008 2009 2010 2011

30. Safety
Patient Retention
OTHER INITIATIVES

31. Safety Initiatives
Patient
Improve effectiveness and coordination of communication among
patients/care providers across the continuum.
Communication collateral developed for patient education.
Employee
• Safety training sessions(emergency preparedness, system
effectiveness)
• Patient involvement program with employees.
Clinical
• Follicle aspiration to minimize multiples with IUI, check list
• Implemented Single ET to reduce multiple rate.
• Reduction in OHSS (almost none this year versus last year, 3 severe )
Organizational
• Reduce the risk of health service organization-acquired infections, and
their impact across the continuum of care/service

32. Measurable Outcomes
Indicator Outcome
Hand Hygiene before contact. Performed informal checks.
Targets to be defined.
Incidents reported due to inaccuracy in Decrease by 15%
following patient protocols ( double identifier,
inaccurate charting, unclear medication
dosage.
Incidents reported due to unclarity of Decrease by 20%
communication with patients.
Formal patient complaints reported due to Decrease by 20%
system/process failure.

33. Patient Retention
Objectives:
• Collect and analyse patient retention
• Consolidate and understand reasons for patient
discontinuation
Methodology :
Contact Patients
Identify Patients ( per call script)
Track reason for No further
discontinuation follow up
Rebook Patients

34. Process
Personnel Tools
• Lead Coordinator • Tracking Excel Sheet ( Hotmail)
• Set patient identification parameters and overlook • Existing Database for patient
tracking
identification/contact details ( oscar)
• Satellite Coordinators
• Identify patients/ execute patient contact and
tracking
• Updates and progress communication with lead
coordinator on weekly basis
Type of Information Tracked
Patient Name First seen Return Date Stopped at Reason
Aggregate Data for Analysis
NewLife Qr 1( May –July Q2 ( Aug-Oct) Q3 ( Nov-Jan)
2011)
Total Patients Scheduled
Total Patients Seen
Number of No Shows/%
Number Of Cancellations/%
Totals

35. Thank You!