So I decided to write an email to the CEO...which is the only way to contact him :|
To CEO of CLINIC ( Have taken away his name and all other names including clinics name from my blog)
I have been meaning to email you in the last 2 weeks and finally have the chance to do so. My partner and I have been with the clinic since 2006 trying for our baby with no success. I have found all the staff up until the big move fantastic. Last year my donor and I cycled in Dec, a total disaster due to the lack of support from new staff, giving us wrong medication, running out of medication and basically just being rude. It was that bad I have actually not paid that bill as I feel why should I when we didn't get top notch assistance. I did try and contact you back then but again staff were very unclear on how I would go about doing this. We decided to take the year off as we were really not that happy with this clinic anymore, its all good that we had new premises, fancy new machines and pretty lights etc etc but what is all of that worth when the service has dropped. I never use to feel like just a number now I do. We pay big dollars and expect to be treated the right way, this journey is hard enough mentally, physically and emotionally without the added stresses of Staff not doing their jobs right. Which brings me to my next complaint.
We found a new donor in July this year (our last donor after the bad treatment was a little bit put off wanting to cycle for us again) and decided we would come back to the clinic, my FS decided that she would track my cycle and then I was to complete a medicated tracking cycle. 1st tracking cycle (Oct) was good but in saying that I got 2 no calls back from the coordinators with my results. I had to call them in the morning to ask what was going on, not good if I was doing a real IVF cycle this could throw everything out of whack...what happened if I needed another blood test in the morning but didn't go due to noone calling me to tell me so?
The next month I started my medicated tracking cycle, I picked up my medications and my instruction form. I started taking my progynova when told but after a few days on it I started feeling sick and had the headache from hell, I called the clininc for them to tell me this was normal and try taking panadol. This was more than a headache and I was just not feeling right so I decided to look at my drug order sheet from FS and compare it with the instruction sheet given to me by 1 of the coordinators to find out that the coordinator had written the wrong dosage, she had doubled it up which is why i was feeling terrible. I must say I was furious and again if this was to happen to me or my wonderful egg donor this could throw our cycle out of whack. Coordinators need to take more care I need to know these things are not going to happen at the expense of our heath and money. It turns out, being on the double dose threw my hormones all over the place and FS cancelled my medicated cycle. I have since received the bills for this cycle and again I dont see why I should pay for this. I didnt get the right instructions, I got sick from taking the wrong dosage and yet these bills are still sent out.
I really would like a meeting with you just so we can talk to this face to face and talk more in depth about this situation . I am writing this email on behalf of everyone attending this clinic, I would hate to think this could happen to any one of them and it really irks me this could happen to new patients cycling for the first time. I know how stressful my first time was and you totally rely on the staff to guide you through it. I have a wonderful donor, she is offering us another chance at parenthood, I would like to think she is in the best hands at clinic and I would expect staff to make sure she was. As I stated before, this journey is hard enough without the mistakes made by some staff. I know it gets busy, i understand that but that does not mean the standards of this clinic should drop and in no circumstances should mistakes be made jeopardising a cycle, this is our life and our money your dealing with.
Looking forward to your response.
Kind Regards
Natalie
I received in email stating this
Dear Natalie,
I’m very sorry to hear of these issues that you’ve raised. I will undertake
an investigation of what happened and you will hear back from us as soon as this has been done.
Kind Regards,
Lets just see how much investigating he does because quite frankly im over my clinic!
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