issues with the clinic

[Jaylaa]

I find myself in a bit of a dilemma and could really use your collective wisdom and experiences.

I've been facing some challenges with my IVF clinic – their response times have been slow, and I've had to chase them for updates. What's more concerning is a mistake in my prescription – double doses were prescribed compared to the protocol, and it seems it wasn't thoroughly checked by the clinic against the protocol.

I'm feeling a bit frustrated and nervous, especially with my second cycle approaching. I delicately mentioned my concerns about communication previously, but it doesn't seem to have improved. Now, I'm wondering if these are just small hiccups or if I should be genuinely concerned. Have any of you faced similar issues?

Moreover, I'm contemplating whether I should file a formal complaint, but I don't want to come across as an annoying client, especially with another cycle on the horizon. How have you dealt with concerns about the service quality without jeopardizing your relationship with the clinic?

Your insights would mean the world to me right now. Thank you all for your support and understanding. 💖

[Millbanks]

Hi lovely,

Firstly I'm sorry you're experiencing this. IVF is stressful enough without having to second guess everything your clinic is doing.

I had several issues like this with my clinic - wrong prescriptions, wrong timelines, not communicating enough - and I was the client from hell. I'm sure they hated me by the end - I was always very nice about it but it got so frustrating.

But you are the client - you are paying a lot of money for this so you are well within your rights to tell them when it's not good enough - if it were the other way round they would have no qualms about telling you....

Ironically I found that my NHS clinic was so much more accurate with prescriptions and information - I feel like private clinics feel they can do whatever they like. Don't stand for it! Especially if it is making you stressed.

I did consider changing clinics but essentially it would cost so much more to do this, as I'd have to move my embryos, then go through all the pre-IVF checks again and financially I didn't have it in me so I stuck with them and was extra vigilant.

Best of luck with whatever you decide to do xx

[Christianbaby]

I completely understand the challenges you're facing, and your concerns are valid. In my journey, communication was a crucial factor when choosing a fertility clinic. It's disheartening to hear about the slow response times and the prescription mistake you've encountered.

In situations like these, addressing concerns is essential for your peace of mind. Regarding the slow response times and prescription error, it might be worth emphasizing the importance of efficient communication with your clinic. Maybe consider expressing your worries again and requesting a more thorough review of your protocol.

As for filing a formal complaint, it's a tough decision. You don't want to jeopardize your relationship with the clinic, especially with another cycle approaching. Perhaps, you could express your concerns assertively but tactfully, emphasizing your desire for a smooth and error-free process.

Remember, your well-being and confidence in the process matter. Seeking the best possible care is not being an annoying client - it's advocating for your needs. Wishing you strength and support as you go through this. xx

[Eggfreezer2015]

Can you make an appointment to speak to a senior clinic admin person to have an informal chat, or with one of the fertility nurses? A conversation of concerns may come across better than an email in the first instance…

[SS81]

hey.. I’ve been having similar issues.. I had just been keeping notes since august of all the cock ups and thought that what I’d do is send them in once we have been successful and no longer need the clinic- for the same reason as you as we didn’t want to become an annoying moaning client. However they’ve just messed up my last cycle so had to cancel and it was fully down to their error so I decided enough was enough. I sent an email but a polite one saying how disappointed I was, especially as they’d helped us have our 19 month old son only 2 years ago.. and it’s actually done wonders. I get managers calling me and checking every step of everything for this next cycle.. it is a hard decision but I had hit a point where it was no longer ok..x

[Twiglet2]

communication is CRAP. At my clinic but the nurses, consultants and treatment is good. If their poor communication were to affect my actual meds or treatment I would absolutely file a complaint and I did several years ago which a consultant phoned me back about that very day and I had a written apology! There was also a time I had phoned the admin so many times to start a cycle and had no phone call back that my voice was clearly upset in my last voicemail (it started to break a little as I hadn’t realised I was on the verge of tears!) a nurse phoned me back instead of the admin team and sorted everything to start that month even though I was a bit late by that point she got me in that day! So if it’s needed defo raise your concerns and if they don’t listen to them, move clinics! The admin has improved a bit at my clinic and I’ve also got better at navigating it but my treatment has never been compromised again xx

[Mei19]

hi . I think you should submit a formal complaint. You are the customer and these treatments are very expensive. My clinic is in Mexico they have been really great but in my last treatment a new girl gave the wrong medication. It was given to my husband I was just getting back on my feet after the transfer. Never had an issue before but the meds are now sold/ handled by a third party. Next day at Time to get my injection we realised it was wrong Med. Pharmacy ladies didn’t want to recognise their mistake and never offer an apology. I emailed a complaint to a generic email address. Somehow the coordinator found out about this and called me to apologise and they refunded the money and she also arranged for training that same week. Next time I was in I noticed they are now double checking the meds against the prescription before putting them in the meds bag. One of the them gave me a look but I don’t care, we are dealing with a lot of emotions, stress and anxiety and the physical aspects of the treatment, the least they can do is to do their job to a good standard.

Hope you get this sorted to your satisfaction!

[Kitkat10]

hi, sorry you are experiencing this, it’s stressful enough without added hassle. I also had numerous problems with communication from my clinic. Most seemed to be admin errors but annoying things like chasing for money that wasn’t owed and not being aware of where I was in the cycle plan (which made me very nervous).

I asked on two occasions to speak to the head nurse and the senior administrative manager and just explained my worries and they did respond.

I decided to leave a more formal complaint until the treatment was over and I could look back on it with a fresh perspective.

The clinic never made a medical error as such but I did feel enormous stress from their frequent admin cock ups. I feel your pain, it’s tough enough to navigate through this without unnecessary hassle x