CARE Fertility London 111 Park Road, London NW8 7JL

"I had a fantastic experience at Care London, from the reception and admin staff to the nurses, to the doctors and the embryology team. My small family were made to feel welcome and were treated with great warmth and kindness throughout our entire journey. The clinic itself is clean and discrete, with modern and pleasant facilities which make, what can be a difficult experience, much more tolerable. Dr Priyanka was highly professional and at the same time kind and caring, and her wealth of experience made me feel that I was in a very safe pair of hands and well looked after. After some discomfort in my first cycle, Dy Priyanka listened to my concerns and tweaked my medications in the second cycle which felt very personalised and as a result I had much less discomfort in the second cycle with a really good number of eggs collected and blastocysts frozen. I also had some scans with Dr Gambaro who again made me feel comfortable and at ease with her expertise and kindness. The nursing staff team were always on hand to help with any queries or questions and nothing was too much trouble. Charlotte, Una and Beth in particular worked so hard to ensure I was supported throughout and provided reassurance through a stressful time. And Charlotte and Hannah can take blood even from my deep and hidden veins! In theatre it was lovely to see friendly faces after coming round after the egg collection, Hannah, Jenny, Saira and Isabelle looked after me so well and made us feel at ease. The embryology team provided in depth updates for me and clearly have a wealth of knowledge and expertise, which meant I had a great outcome from the cycle, with both eggs and embryos frozen, which I was so pleased and relieved with. Their communication was excellent, and I felt that they really put the patient first and they were happy to tweak details of my cycle to my preferences. They took the time to explain the lab processes to us carefully and thoroughly after collection and explained use of novel techniques such as Zymot (a sperm preparation technique) and CareMAPS which means cutting edge technology is used in the lab to provide the best outcomes. They offer a VIOLET report on my egg freeze which provides an idea of what to expect in terms of chance of live birth from that round of egg freezing, which was very interesting to learn and understand. Overall I cannot recommend Care enough, they are a friendly and warm team, and the care provided was second to none and I had a positive outcome from my cycles here."

"I cannot recommend this clinic. Or, at least it's better for you to read all the reviews in google map or somewhere to manage your own expectation. Here is my stories, for your reference. === When I made inquiry about something, I needed to call them three times and send three email reminders. It took three weeks to get an answer. It seemed information was not shared among their teams, so you need to repeat same explanation or inquiry many times to the different teams. == They sent duplicated invoices and I was almost charged unnecessary cost. I noticed it with my careful checking and I asked about it. They replied just "that invoice will be cancelled". There was no apologies at all. I found similar mistake in the google review by others, so I would imagine this was not just for me. === They asked me to bring the ID of "both of you" when I attended the clinic. I've described myself as "single" clearly in the profile provided through the questionnaire they made, but how come they can send such a request? People who need their help and service tend to be sensitive about those things. === I attended pre treatment tests at the clinic. Staff the reception was kind, but I was left in the waiting room for 30 min after my appointment time without any update. To be fair, I was surprised to see great staff and nurses for the scan and blood test, which must be the best side of this clinic. === In the first consultation, I paid GBP 230 for one hour, but in the end it finished within 20 min or around. This was okay as there was nothing particular to discuss...I asked doctor to provide the test results by written form and he promised to send it via email or portal by their Admin team. Since then, I have been waiting for around 2 weeks now with sending two emails to remind them, but those emails were never answered. I paid GBP 375 for two tests, but maybe it's too small cost for them to provide service for it. === All in all, I can recommend this clinic only for those with plenty of time, energy and patience. I should say nurses and doctor, who did test/scan were very very kind, but feel sorry for them to work there considering the level of Admin team, I am afraid."

"Amazing, so lovely and make you feel very welcome. The nurses look after you. Would recommend."

"We are still at the start of our journey having had just one egg collection but I wanted to share a review for others considering Care. We did some research and settled on Care, mainly because they publish data on success rates and seem to be known for taking on older couples despite how that might impact their stats. They are also conveniently located for us. To summarise our experience to date; the clinical staff are very good and this part of the process runs pretty smoothly. The supporting and administrative staff and handoffs between these teams is poor. Even before we paid we had issues with lack of contact, confusing and contradictory information from the admin team which required escalation to the Practice Quality Manager (who herself was 25 min late to a call to express our issues and required us to chase to see if the call was going ahead). Our initial consultation with Dr Hall came without a video link (error again from the admin team) started late and was rushed as a consequence and was marred with IT issues. Dr Hall was unprepared and reviewing our results on the fly for the first time. It was an underwhelming first experience but atleast post the call we saw some action and were able to pay and have the nurse planning meeting booked in. From there to egg collection, things moved swiftly and efficiently thanks to the great nursing staff and embryologist. Since then however, we are back in no-mans land. We've found out that Dr. Hall apparently left the organisation 4 days after my egg retrieval without warning or communication from the clinic. This took a week and several emails and phone calls to be reassigned to another doctor and have a post collection review. At this meeting I felt the new doctor was rude and in some cases unable to fully explain his rationale to recommendations - like switching my stimulation medication or strongly supporting PGT-A testing. He spoke over both my partner and I and had to be asked on multiple occasions to please let us finish our sentence. Despite this we agreed a plan for a further collection in November and were told the administration and nurse planning would be kicked off immediately. It's been 2 weeks without contact and again we've had to chase, only now to find out our admin coordinator Grace has also left the organisation without warning. This is a worrying trend. It also impacts us; time is of the essence and its likely we've missed another month's cycle for collection given this delay. The journey with infertility is hard enough and having to also deal with poor process and a lack of customer care is something we were not expecting given some of the other reviews of Care. If we hadn't already paid for a package with Care and hence feel locked in financially, we would leave and go elsewhere right now. It's been a disappointing experience so far with the expection of the lovely and efficient nursing staff and embryologist. My advice to others is really do your research before selecting a clinic; talk to people you know who have experienced first hand and do consider if Care is right for you. Maybe you get lucky or your expectations are different from ours, but in our experience this is a poorly run clinic with ineffective processes, poor communication and patient experience is not central to their ethos. Unless things change dramatically, it would be hard to recommend the clinic to anyone."

"Last year after having done a very thorough research, I decided since I didn't want any children of my own, to donate my eggs to those who might benefit from them and after reading up on various clinics I decided on going with CARE. I cannot describe how phenomenally professional, organised, caring and dedicated everyone at CARE is. Naturally, the first time I donated my eggs everything was extremely new as I stepped into new and unchartered territories. But my experience through out the entire process was met with so much care and so much support that it prompted me to donate a second time a few months later, before the cut-off date of my 36th birthday when I would no longer be legally permited to be a donor. I encountered no side effects either time, I had zero discomfort and I am beyond happy I've gone through this process. I feel fulfilled knowing someone somewhere may be able to conceive as a result of this and I'm grateful for CARE for providing me with such support both physically and emotionally to go through this journey without a single moment of hesitation or doubt. From the hard working employees and always friendly staff at the reception, to all the nurses and consultants I came to meet, every single person made me feel welcome, at ease and appreciated. I highly recommend this clinic to anyone contemplating either treatments or donation as I can guarantee you'd be greeted with the warmest of welcomes and treated with the utmost care. Thanks to all the staff from me, Elika x"