Agencies handle intake, screening, matching, legal coordination, oversight of medical appointments, communication, documentation, and a range of emotional factors across dozens of cases at once. With so much happening at the same time, human error is almost inevitable, especially if teams are relying on spreadsheets, email threads, or systems that weren’t built for this kind of work.
Mistakes like missed tasks, incorrect files, or incomplete records can have real consequences. They can delay a journey, confuse clients, create compliance risks, or damage trust. Reducing human error isn’t just about efficiency; it’s about protecting everyone involved.
Even the most organized teams run into issues. That’s often because they’re using tools that don’t fully support the complexity of a surrogacy journey. Most common problems fall into a few categories:
Manual tracking and task management
When task lists live in someone’s head or in a shared spreadsheet, it’s easy to skip a step or lose track of what’s next.
Outdated or missing documents
Files stored in Google Drive, Dropbox, or email chains can become hard to manage. Mistakes can happen when the wrong version is uploaded, missing files are overlooked, or someone forgets to collect signatures.
Communication gaps
When internal notes are left in scattered platforms or email threads, teams lose alignment and miss key details.
Delays or missed follow-ups
Without structured reminders or a shared calendar, steps like screenings, transfers, or legal reviews can slip through the cracks.
Data entry mistakes
Copying information manually from forms or emails into other systems opens the door to typos, mismatches, and incomplete data.
These types of errors don’t happen because staff are careless. They happen because most agencies are juggling too much with too little infrastructure in place.
Why This Matters
Most of these mistakes aren’t catastrophic on their own, but they build up over time. Small delays turn into client frustration. Missed steps lead to more time spent troubleshooting. Team members feel overwhelmed and agency owners start worrying about long-term risks or whether they can scale without burning out their staff.
Surrogacy journeys are personal and highly emotional. Intended parents and surrogates are looking for a team they can trust. Mistakes can chip away at that trust quickly.
How Orchid JMS Helps Reduce Human Error
Orchid JMS is a case management platform built specifically for surrogacy agencies. It’s not a generic CRM. It’s structured around the actual flow of a surrogacy journey and designed to support agency teams from start to finish.
Here’s how Orchid helps reduce common sources of error:
1. Task lists built around real journeys
Each journey follows a step-by-step task list that reflects your agency’s process. From screening and matching to transfer and post-birth, tasks are assigned to team members and tracked inside the system.
2. Centralized case files
Every case has its own space with contacts, notes, documents, and communication logging all in one place. No more switching between tools or searching for missing details.
3. Role-based access
Admins can control who sees or edits sensitive information. That helps reduce the risk of someone changing or deleting the wrong data.
4. Built-in activity logs
The system tracks who did what and when. You can easily review uploads, edits, and completed tasks without relying on memory or checking in with team members.
5. Document management and e-signature
All documents are stored securely in the platform. You can upload forms, track versions, and request signatures directly with no need to use third-party tools or chase paperwork across platforms.
6. Internal notes and messaging
Instead of relying on email or Slack, teams can leave notes and tag each other directly inside a case. Everyone stays on the same page.
7. Reminders and due dates
You can set due dates and alerts for upcoming steps like clinic appointments, medications, pre-birth orders, or document reviews.
8. Easy onboarding and handoffs
When a new staff member joins or a case gets reassigned, they can immediately see the full context. The structured task list and case notes help them pick up where the last person left off.
Long-Term Impact: Less Scrambling, More Consistency
Agencies that implement Orchid JMS often realize just how much time they were spending managing workarounds. When everything is in one system and journeys follow a consistent structure, things feel more manageable. Clients get a smoother experience and team members can focus more on supporting people and less on chasing details.
Even if your agency only has a few active journeys, putting structure in place now can make a big difference down the line. It also makes it easier to train new hires, shift roles around, or grow your team without worrying about quality control.
Human error will always be a factor in any kind of high-touch, multi-step work. But it doesn’t need to be a regular part of how your agency operates. With the right tools in place, you can reduce friction, increase consistency, and spend more time doing the parts of this work that really matter.
If your team is spending more time fixing problems than moving journeys forward, it might be time to consider a system designed for this work!
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