In recognition of her contribution to improving patient service at Bourn Hall, the world’s first IVF clinic, Tanya Jackson-Turner has been promoted to the new position of Marketing and Patient Experience Director.
A patient’s mental and physical wellbeing are both equally important for successful fertility treatment and feeling supported and listened to are important elements of this.
Tanya’s previous role was Bourn Hall’s Head of Patient Services. Using her experience gained from customer-facing roles in other sectors, including the brand Cath Kidston, she has introduced new ways to gain and respond to patient feedback.
This has resulted in improvements to services delivered by Bourn Hall and enhanced levels of patient satisfaction at its clinics across the East of England.
Nicola Graver, HR Director at Bourn Hall, comments: “A strength of Bourn Hall is the accumulated knowledge and expertise of our people and when people like Tanya join the team from other industries they bring fresh insights and new approaches. Tanya’s contribution since she joined us six years ago has been very beneficial to the patient services team.”
The fertility journey starts when a couple has been trying to conceive for a year without becoming pregnant. Bourn Hall is able to provide advice and treatment that is aimed at achieving pregnancy as soon as possible with the minimum of intervention.
Tanya will take over responsibility for Bourn Hall’s marketing activities including management of the website, social media, events and advertising. Tanya is the same age as the average Bourn Hall patient and therefore has an excellent insight into communicating with this audience in the most effective and empathetic way. Tanya has also been involved in helping patients access information and support through initiatives such as the introduction of free nurse consultations.
Tanya says: “Bourn Hall is best known for its high quality IVF treatment and excellent success rates but many people are unaware that we also offer fertility advice, testing and other types of treatment. I always enjoy meeting people early in their fertility journey at our events, and this type of contact is one of the elements that has helped us to tailor our services to meet their needs.
“Working at Bourn Hall I feel part of a big family, all supporting each other in achieving a dream for our patients. I am very proud to become a Director.”