On October 28th, LELAWA held a monthly internal case review meeting. Unlike previous training sessions, this time we didn’t talk about sales strategies or motivational talk. Instead, we presented real customer consultation cases from the past month (after de-identification), and analyzed each case individually.Where is it made clear? Where is it biased? There could be more standardization there.Because we believe that standards are not mere slogans; they are the result of repeated reviews and refinements over time.

1. Why is it important to conduct a review?

In assisted reproductive counseling, the key isn’t how much knowledge one has, but rather how accurate the advice is and whether the boundaries are clearly defined. A vague statement like “it should work” can lead customers to have false expectations; an excessive promise of “success guaranteed” is simply against regulations. Reviewing these issues means exposing them internally, before they become part of the external communication.

II. Three key points of this review

Focus 1: The standardization of language usage

Please verify that the answers regarding policies are accurate, in accordance with official guidelines. Any information related to reimbursement rates or success rates should be based on official statements or medical professionals’ advice. Avoid making any promises that do not align with official standards.

Focus 2: Compliance Boundaries

We reiterate the "three no's" principle: no promises regarding treatment efficacy, no guidance on seeking medical care in foreign countries that violates regulations, and a clear distinction between science education and marketing. We also provide examples to illustrate how these principles should be applied in real situations.

Focus Three: Privacy Protection

Check the masking process: Ensure that personal information such as names, locations, and identifiable details have been properly processed. Also, verify that any case sharing has obtained necessary permissions. Privacy is the most important principle that must be adhered to.

III. The Changes Brought About by Retrospection

• EstablishmentCase archiving and random inspectionsThe system randomly reviews the consultation records every month.
• UpdateStandard response librarySolidify the compliance statements for high-frequency issues.
• 强化升级机制It’s uncertain. No need to ask those in the same field or make guesses. Instead, let the official system handle the verification process directly.

IV. LELAWA’s Obsession with “Norms”

In industries with strict regulations, standardization is not a constraint, but rather a safeguard. Being responsible for customers and oneself means starting with the principle of speaking clearly. LELAWA wants every consultant to understand that every word you say represents the trust placed in the institution.