MSI Reproductive Choices
1 Conway Street, London, W1T 6LPPatient ratings and reviews
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Reviews
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Review titled Awful service
Rated 1 star out of 5
by Anonymous - Posted on 03 May 2024
I had three positive Clear Blue pregnancy tests at the end of March so I booked a termination appointment with MSI. I was asked to travel to Buckhurst Hill from Essex to come in for a scan so I could collect the medication for termination afterwards. I had a scan and nothing showed as the pregnancy was very early on. The nurse proceeded to use a cheap pregnancy test that of course came back negative and she told me that I probably had false positives on the other tests which I was very shocked to hear! After that I was advised to take another pregnancy test one week later and if it came back positive, they would send the termination medication to my address. A few days after this, I had a very light bleed which I assumed was a period so I left it alone but I wasn’t feeling right, so I took a pregnancy test another 2 weeks later which came back positive again. I got back in touch with MSI who asked me to come in for another scan (even though I was told medication would get sent to me at the previous scan if another positive result came up) so we traveled to Colchester and found out that the appointment had been booked on the system incorrectly!! I was told over the phone that my appointment was ‘this Friday’ and when we got there I was told it wasn’t until the following Friday! I have spent £277 just to get to these appointments that have not got me anywhere. So now I’m over a month pregnant, very scared and stressed out as the pregnancy is effecting my interstitial cystitis badly and MSI continue to mess me about. I am not happy.
Visited May 2024
Review titled MSI Reproductive Choices
Replied on 03 May 2024
Dear Client, Thank you for your feedback, we are sorry you had a negative experience with our services. We would like to investigate this further, please get in touch with us, you can find all the information at this page: https://www.msichoices.org.uk/contact-us/ . If 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.
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Review titled Disappointed
Rated 1 star out of 5
by Anonymous - Posted on 17 May 2024
I very unexpectedly found out I was pregnant recently and sadly knew that it was the wrong time for me to have a baby. As I was sure of my decision I was understandably eager to get the process done as soon as possible. I completed the online form on the MSI website and an advisor called me 48hrs later. This is where the issues started. She was extremely patronising on the phone, not at all reassuring or compassionate as you would expect from somebody in this position. I was then booked a further phone consultation with a nurse but not for another week!! I got very upset at this point as another week to speak to a nurse, then another delay following this to collect the medication, I was potentially looking at another 10 days + for this to be over with. I was told by the advisor ‘well we do have the weekend coming up…’ it was Wednesday!! Also to note, I work as a midwife and I was finding it very difficult being at work in the situation I was in, which I explained to the advisor. I feel like MSI make you jump through hoops to access abortion care. I have no idea why you have to speak to an advisor and then a nurse! Cut out the initial consultation with an advisor and book it straight with a nurse to expedite the process! I ended up paying to go private for my abortion and the consultant I saw in the clinic actually works for MSI!! I had a next day appointment, a quick scan and the medication given to me and I was in the clinic for no longer than 30 mins! I felt safe and not judged. This is how easy it should be. Overall incredibly disappointed with how I was treated by MSI, who made an already very difficult time even more difficult.
Visited May 2024
Review titled MSI Reproductive Choices
Replied on 18 May 2024
Dear Client, Thank you for your feedback, we are sorry you had a negative experience with our services. We work very hard to keep our wait times down, and we would really like to investigate this further. Please can you get in touch with us, you can find all the information at this page: https://www.msichoices.org.uk/contact-us/ . If 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. We thank you once again for taking the time to post this review.
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Review titled Amazing staff
Rated 5 stars out of 5
by Jordan - Posted on 24 April 2024
I had a bit of anxiety but the staff were excellent. The nurses/midwives were amazing throughout the procedure and really put me at ease. They were all great, including the aftercare and I although it’s not a very nice procedure (vasectomy) they made it good. The doctor was also very good at explaining everything and also helped put me at ease. They make this place great! Maidstone
Visited April 2024
Review titled MSI Reproductive Choices
Replied on 02 May 2024
Dear Jordan, thank you so much for taking the time to post this lovely review for our Maidstone team, we will make sure this is shared with them. We hope you are well!
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Review titled flawless practice
Rated 5 stars out of 5
by Poppy - Posted on 17 April 2024
Every member of this wonderful team were kind, understanding, supportive and knowledgeable. The information I recieved was clear and I was made aware of each process in a calming and respectful way. I cannot thank the team enough for how looked after I felt in such an emotional and intense time. The entire team should be proud of the practice they’re running. I’m truly grateful for everything they’ve done for me. Thank you 🙏🏼
Visited April 2024
Review titled MSI Reproductive Choices
Replied on 18 April 2024
Dear Poppy, thank you so much for taking the time to post this lovely feedback of your experience with our services, we are truly happy to know you felt supported at every step of the process. We will make sure your review is shared with our teams across the organisation, from call centre teams to the nurses and midwives in our clinics. We hope you are well, best wishes from us all!
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Review titled So compassionate. I’m so grateful for MSI.
Rated 5 stars out of 5
by Anonymous - Posted on 15 April 2024
After multiple rounds of IVF I finally became pregnant. But at 23 weeks i was told the baby had a critical heart condition with poor prospects for any quality of life. MSI saw me two days later. Everybody was unbelievably kind & sensitive. I’ve felt no pain & have had minimal bleeding. They’ve made a truly traumatic time easier for my partner & I. I will forever be grateful to them. Thank you x
Visited April 2024
Review titled MSI Reproductive Choices
Replied on 15 April 2024
Dear Client, thank you so much for posting this review of your experience with our services. We are incredibly sorry to hear what you had to go through, and we are pleased to have been able to support you. We hope you are your partner are well, and wish you both all the very best. We are here if you need us.
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Review titled Great experience
Rated 5 stars out of 5
by Anonymous - Posted on 04 March 2024
My experience having a medical Abortion: From start to finish I felt completely at ease and comfortable. The nurses were beyond lovely, patient and informative. Never felt judged throughout my experience and everything was done so respectfully. They always asked for my consent before touching me and guided me through every step. I can’t fault the service. When I got the medication, the nurse slowly read me through the instructions and answered all the questions I had. They constantly reassured me throughout the process and reminded me that support and counselling is available if I need.
Visited February 2024
Review titled MSI Reproductive Choices
Replied on 06 March 2024
Dear Client, thank you for posting this detailed review of your experience with our services. It's very important for us to read that you felt supported and informed at every touchpoint of the treatment journey, and we will make sure your comment is shared with our colleagues across departments. Counselling is available at any point, including post-treatment, so we are here for you if you ever need us. Best wishes from us all.
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Review titled Do not recommend
Rated 2 stars out of 5
by Anonymous - Posted on 15 March 2024
I am writing this from the perspective of a relative who was there for support my sister at the Leeds facility. When arriving we entered the building we approached reception about the parking as there was me and my sisters partner we were told that only one of us could stay with her which was okay but this could have been explained when booking her in as we travelled to get here and could have meant one of us could have stayed at home if we knew this prior. My sister then got called for her scan where I stood up and was then told I could not come into the scan room. Which was then explained why to my sister when walking into the scan room. My sister then left the scan upset as she expressed that the lady carrying out the scan wasn’t very empathetic and said to her the baby is only 6 weeks it’s nothing it doesn’t even have a heart beat. I think next time she should take into consideration that it may not be easy for individuals to come to terms with having an abortion so using terms like this can effect the individual as no empathy was shown at all. My sister expressed her emotions with me and then was called into to speak about medical management or surgical where I was not allowed to be present. My sister came out of the consultation my sister was quite upset as I am a Nurse who work with ladies whi go through this process so I am able to empathise with what my sister was going through. I believe they also need to take into consideration that women coming in for an abortion may be still coming to terms with their decision . My sister expressed that she felt as though she had to make a decision there and then regarding whether she wanted medical or surgical management and it was almost as though the was forced to have an abortion even though she was personally still considering keeping the baby. I personally think they need to give ladies time to think and it may me a hard time for someone and they may not be retaining information. But feel like they have to make a decision right then and feel uncomfortable to change there decision if needed. Overall I believe that the service was poor and could be improved greatly. I understand that the staff do this as there job everyday but they could show some emotion and could take a more person centred approach and understand that every individual is different and will be choosing an abortion for different reasons and just because they choosing an abortion doesn’t mean that at the end of process they are going to be relieved as they chose the have this.
Visited February 2024
Review titled MSI Reproductive Choices
Replied on 20 March 2024
Dear Client, Thank you for your feedback, we are sorry you had a negative experience with our services. We would like to investigate this further, please get in touch with us, you can find all the information at this page: https://www.msichoices.org.uk/contact-us/ . If 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.
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Review titled Long wait times
Rated 2 stars out of 5
by Anonymous - Posted on 16 February 2024
Have a 5 week wait for treatment after my initial assessment at the clinic, this is far too long as i have already been passed from Bpas to Nupas to Msi, I first made contact to request an abortion on 26th Jan and I won't receive treatment until the 20th march. I also had to be scanned by 2 different members of staff as there was uncertainty about the placental location, I felt dehumanised during this process as the second lady never communicated with me at all or made eye contact with me, people just drifting in and out of an unlocked door in the scanning room.
Visited February 2024
Review titled MSI Reproductive Choices
Replied on 17 February 2024
Dear Client, Thank you for your feedback, we are sorry you had a negative experience with our services and visiting one of our clinics. We would like to investigate this further, please get in touch with us, you can find all the information at this page: https://www.msichoices.org.uk/contact-us/ . If 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 Central London centre
Rated 5 stars out of 5
by Anonymous - Posted on 21 February 2024
I attended a vasectomy appointment at the central London clinic, and couldn’t be happier with my care. Everyone I interacted with was respectful and compassionate.
Visited February 2024
Review titled MSI Reproductive Choices
Replied on 06 March 2024
Dear Client, thank you for posting this lovely feedback of your vasectomy experience at our central London clinic. We will make sure this comment is shared with our teams. Best wishes from us all.
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Review titled Sympathetic and supportive
Rated 5 stars out of 5
by Anonymous - Posted on 28 February 2024
I felt well supported and not judged in the process. Everyone I spoke to was clear and supportive. The telephone consultation was quick but detailed. The medical side was clearly explained and I felt supported the entire way.
Visited February 2024
Review titled MSI Reproductive Choices
Replied on 06 March 2024
Dear Client, thank you for posting this lovely feedback of your experience with our services. We are glad to read you felt supported and not judged. We will make sure your comment is shared with all teams involved, from the call centre teams responsible for phone consultations, to the clinical teams across our clinics. We hope you are well, and best wishes from us all.