The reason why we do our work is simple: we’re here to provide the very best medical experience possible. At carafem, we consider client satisfaction to be the heart of our experience. But how do we know our level of care is resonating, especially with our clients talking to a carafem physician online with telehealth? Recently, we heard from a carafem client who received care with an online video chat with our virtual medical team. Their review appeared on Reddit and we were blown away by the kind words:
According to our client, when they found out that they were pregnant they called a local abortion provider and though the information they got was helpful – the cost for the abortion was high, and the appointment itself was going to take between 4 to 6 hours. With an 8-year-old child at home, they didn’t know how to make that work. Ain’t nobody got time for that, especially during a global pandemic! Our client also had no transportation as they had recently gotten into a car accident, so finding a way to get to the local clinic was going to be tough… did we mention that there’s a pandemic going on?
Luckily while searching the web, they came across carafem. When they learned carafem offers at-home abortion care options, which include a secure and private virtual video session with a carafem medical professional, and the medication could be mailed to their home, they was convinced. Woo-hoo! No need to find child care, find transportation, or even leave the house! After a quick phone call, an appointment was made.
On the day of the appointment, our client received an email to join a secure video conference with a member of our virtual medical team. A client care coordinator first checked in with our client to make sure they were in a safe environment and confirmed they were aware of all of the options before they were joined by a carafem physician. Our doctor reviewed their medical history and together, they came up with a care plan for how and when to best use the medications safely and privately at home. The visit took only about 30 minutes.
This appointment was on a Tuesday. By Thursday, our client received their abortion pill medication package. Not only did it include info and instructions just as the provider had promised, but it also included some extra goodies like herbal tea and a heating pad to help ease any cramping one might experience during a medical abortion.
Our client said that they were sharing this story online in case other people needed more options when it comes to abortion care. They said that they were so happy to have found us, and we couldn’t agree more!
In this situation, our client first used our virtual telehealth option and received abortion medication in the mail. During their follow-up phone appointment with one of our virtual care team, it was determined that they were one of a very few who needed additional follow up care. (BTW, the abortion pill is 98% effective and is safer than over-the-counter pain medications.)
Our care coordinator immediately scheduled an in-person appointment at no additional cost for our client at the closest clinic, which happened to be our DC area health center. After that, our DC team stepped in and did what we do best – provide compassionate and judgment-free medical care with urgency, professionalism, and kindness.
At carafem, clients are encouraged to share feedback so that our team can continue to improve our service. Below are a few examples of the reviews we’ve received on our website about at-home abortion care.
Not only are these reviews telling us that our clients feel that we’re doing a good job, but we also got some numbers to back it up. Between March 2018 and December 2019, we participated in a study conducted by independent researchers at Ibis Reproductive Health to evaluate our client’s perception of care. These results compared both telehealth and in-person client satisfaction at our clinic in Georgia. You can read all about the results of the study here – but spoiler alert, the results are strong.
According to the report, “survey responses indicate that, regardless of service delivery model, carafem clients had extremely positive experiences receiving abortion services. Given the high levels of satisfaction among telehealth clients, carafem clinics and staff should look for ways to expand and improve telehealth services.”
Stay tuned because, with reviews like these, that is exactly what we intend to keep doing.