Written by Dr. Sarah Thompson. Reviewed by Alex Parker.
My journey in the fertility field began at the age of sixteen when I took on a role as a data entry clerk at a prominent fertility clinic in London. By twenty, I transitioned into patient-facing positions, first as an administrative assistant and later as a receptionist across various clinics. I was excited about being part of an industry that genuinely improves lives every day, yet I was unprepared for the realities of working at the front desk.
It wasn’t just the challenge of discussing sensitive topics like reproductive health and procedures with a straight face that took me by surprise. What really stood out was the level of professionalism and emotional labor required in this role.
Patients approached us for many reasons, whether it was routine fertility assessments, egg or sperm donation, gynecological procedures, or comprehensive fertility treatments like IVF. Most were gearing up for IVF and typically fell into two categories: those who had undergone the process multiple times and those who were new to it.
The veterans were often straightforward and pragmatic, shaped by their past experiences. In contrast, first-timers were usually more hesitant, striving to grasp what this journey entailed while quickly learning about the medical procedures involved.
As the initial point of contact, I quickly understood that I had a significant role in setting the tone. Many patients arrived with anxiety—not just about the medical procedures and success rates, but about the need for intervention in the first place. Fertility clinics carry a unique stigma, often shrouded in secrecy and shame, making the emotional and physical weight of treatment even heavier.
Therefore, it was crucial for those of us at the front desk to provide clarity, reassurance, and support from the very beginning, compensating for the uncertainty that often colored patients’ experiences. We needed to be empathetic, discreet, calm, and kind without passing any judgments. My responsibilities included answering basic medical inquiries (within limits), scheduling appointments, explaining treatment and payment plans, and serving as a connection between patients and the medical team.
While the emotional burden was primarily carried by medical staff—who were present during every stage of treatment and provided essential emotional support—it was also expected that we would ensure a smooth and stress-free experience for patients outside the consultation rooms. This responsibility often fell to those of us at the reception desk.
For many, the waiting room served as “the calm before the storm.” I encountered patients who experienced a wide range of emotions—some were anxious and stressed, others were pragmatic and unemotional, while some exhibited hopefulness and excitement. I remember one patient who, upon meeting me, insisted I start trying for a baby to avoid the struggles she faced (I didn’t have the heart to explain that it wasn’t on my radar at 21—my boyfriend would have had a heart attack at that suggestion).
There were moments filled with joy, excitement, frustration, and heartache. One of the toughest aspects of the job was witnessing patients navigate these complex emotions while needing to maintain a degree of professionalism. Counsellors were there to provide emotional support, but we also had to be attuned to patients’ feelings, avoiding any flippant remarks.
I learned this lesson the hard way. After one couple exited their consultation, I casually asked, “So, how did it go?” in an attempt to be friendly. The woman’s eyes welled up with tears as she shook her head—I had forgotten they were there to hear if their embryo transfer had been successful. Handing her the card machine for payment felt incredibly awkward, and that moment is etched into my memory.
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In conclusion, my time at the fertility clinic taught me invaluable lessons about empathy, emotional awareness, and the profound impact of the fertility journey on individuals and couples. It’s a role filled with challenges and rewards, and I cherish the insights gained from my experiences.