No structure at the centre. The replies to emails are not very helpful. We don't get told of how to prepare for appointments like if you book a scan, it's best to have an empty bladder. The receptionist or nursing staff don't explain what the next steps are and what the cost would be for each step unless you ask. What was most annoying is you pay a lot of money and expect top service yet every time, we were given a different nurse who we had to repeat our treatment to and who seems to familiarise herself with our records while we're in the office. We registered for IVF and got told we need to do ICSI and this could cost up to £2,000 extra and got given medication that cost us another £990 excluding the cost of IVF which is £3,300. We chose this clinic as we attended a seminar and were taken by the level of reassurance of quality service yet we are still to see the quality. The medication packs we paid were meant to reach us within 3-4 days. On day 6, I had to call the clinic to ask them to chase the delivery. We were told to call the clinic the first day of our cycle which occurred on a Saturday and got voice message saying the clinic is closed over the weekends. A situation like this was not explained to us yet we were made to feel guilty for missing 2 days of our cycle as possible treatment days by the nurse. Assigning one nurse to a patient who knows their history would have been a big help to us instead we were given a new nurse on each appointment. The doctor could also make an effort to consultation with us when something is picked up in a scan instead of letting the nurse run back and forth for a consult. As for their system, thank God we kept a file of all our documents which we bring to each consultation and on every consultation, there is something new that the nurse seems to not see on the system leaving us to give it again to them. What's the point of handing us a business card with the nurse's email address when they don't bother to reply to any emails?
Not the best clinic to get value for money. There is a lot this centre need to improve as it's currently managed like an NHS centre and the doctors and nursing staff should give the patients the golden treatment they pay for and should be aligned with their advertising material.