ABSTRACT
This clause of the standard primarily requires the practice to understand fully its customer’s requirements prior to offering or agreeing to provide the service. Because of the different professionals making up an IVF center and the subsequent interface between numerous departments, service delivery requirements must be identified and documented at all levels of the practice. The following implementation guidance note describes several clinical and non-clinical activities where customer requirements are determined and how
they are documented. The term ‘contract’ is used in terms of agreements between the practice and its customers/patients.
