MSI Reproductive Choices - West London National Treatment Centre (Ealing) - Ratings and reviews
Reviews
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Review titled Long wait times
Rated 3 stars out of 5
by Anonymous - Posted on 12 April 2023
Had an appointment last week as was still showing positive pregnancies test. My appointment was booked for 10, I didn’t get seen till 12.30. Had the scan and was told there was left over tissue so would need to have a surgical procedure. They booked me in for 10.30 the following week. On arrival was told there was a small wait. All the staff were very nice and friendly. At 12 I finally got called in, the nurse was very rude and judgmental. I felt like she showed no compassion and judged me the whole time, she made me feel stupid and ashamed. After having some checks done I was taken to their ward with 5 other girls. Another hour and half past and not one person came in to tell me what was going on. I went to find out how long the wait would be and was told at least another 2 hours! I could not wait that long as had to get back for child care reasons and was a hour away from my house. I spoke to a lovely nurse who was very apologetic and talked through some options with me. Overall it wasn’t the best experience and there are definitely members of the staff that let this clinic down
Visited April 2023
Review titled MSI Reproductive Choices - West London National Treatment Centre (Ealing)
Replied on 13 April 2023
Dear Client, Thank you for your feedback, we are sorry you had a negative experience visiting our West London clinic. For a surgical treatment, we do advise clients to plan to be at the clinic for the day, as there are a few steps involved in the treatment journey, but we would really like to investigate this specific incident further. Please do get in touch with us, you can find all the information at this page: https://www.msichoices.org.uk/contact-us/. Should you want to log a formal complaint, you can email our Quality and Customer Services team at this email address Quality.customerservice@msichoices.org.uk so that we can get in touch. We do strive to provide the best possible care to our clients, and we take every opportunity to continuously improve the quality of our services. Thank you once again for getting in touch, we hope to hear from you.
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Review titled Kind, compassionate and professional
Rated 5 stars out of 5
by Anonymous - Posted on 24 November 2022
I am very grateful for the care I received. Everything ran smoothly: 1) Telephone booking - really kind lady who took her time and gave me tips- come with a book, snacks, water and pads 2) Receptionist was kind and welcoming 3) Midwives were lovely and took their time to explain everything (I had two as one was in training and one was her supervisor so very thorough and reassuring) 4) Nurse who dispensed the medication was lovely and again thoroughly explained everything. I was treated with kindness, dignity, compassion and respect and never made to feel guilty or ashamed. I appreciate our NHS is extremely overwhelmed but I never felt rushed and was impressed with their patience. It's a mentally difficult time and luckily my partner was able to wait in the waiting room which helped. I was given practical advice about future contraception and the opportunity to book in to have these procedures ASAP. Overall I am very grateful for the care I received, the freedom to make this choice and their non-judgmental outlook. Thank you to the MSI Ealing Team.
Visited November 2022
Review titled MSI Reproductive Choices - West London National Treatment Centre (Ealing)
Replied on 28 November 2022
Dear Client, thank you so much for sharing this lovely review of our services, we will make sure this is passed on to all teams involved, including the call centre staff as well as our staff at the West London. We are so grateful to read you felt treated with "kindness, dignity, compassion and respect and never made to feel guilty or ashamed". This is what we work hard for! We hope you are well, and our teams are here for you whenever you feel ready to discuss your contraception needs. Best wishes
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Review titled Very judgmental staff & no compassion
Rated 2 stars out of 5
by Anonymous - Posted on 09 April 2022
Arrived today at the centre to be told that my carer couldn’t attend the appointment with me. I explained I have mental health issues and she said no, nothings on your notes. Why would I lie about having a disability? So they had to wait outside. Considering it’s already a very overwhelming appointment I think the receptionist lacked compassion and understanding & didn’t seem to have any medical training on disabilities. Secondly the nurse I saw was very patronising and talking down to me like I had no understanding of contraception. She came across very judgmental and pushy. I felt like crying when I came out of the clinic.
Visited April 2022
Review titled MSI Reproductive Choices - West London National Treatment Centre (Ealing)
Replied on 27 April 2022
Thank you for your feedback and we are really sorry you had a negative experience accessing our services. Following COVID-19 social distancing regulations we have had to reduce the footfall within our centes to keep all clients and team members safe, and this is why all clients are asked to attend the clinic by themselves. Nevertheless, we would like to discuss this further with you, so please do email our Quality and Customer Services team at this email address Quality.customerservice@msichoices.org.uk and we will get in touch. This way we can also review your appointment notes and look into the contraception counselling part of the appointment with you. Thank you once again for sharing your feedback. Feedback like yours are important to us as they allow us to improve the service we provide.