Lister Fertility Avis 9

Do not use this clinic! The level of care is terrible. Getting appointments wrong, breaching GDPR and mixing up patients, incorrectly referring to treatment and following up on different treatments, misgendering partners on assumption the patients are male and female, lack of comms and no follow ups without chasing, along with no response or follow ups when issues were raised and no continuity of care until we raised issues. My partner and I have now moved clinics and it has only emphasised even more how bad this clinic is. 6 months of our journey wasted - don't waste yours!

Very unprofessional!!. I started the process with them for IVF. Me and my husband did a couple of test as they requested it. That was like 3 weeks ago and I haven't had heard from them so far. I had called the clinic every single day after a week of the first test. At least 10 calls for day and they never replied. Then I decided to email them and neither I had any response. I don't understand how some reviews qualify them as "outstanding level of care". I can't say more than Disappointing!!.

Top clinic & doctors in the country. Monitored me closely and got me top results for egg freezing. Friendly, responded to my email queries promptly throughout. 10/10

If you call their new potential patient phone line (02078812000), no one answers, regardless of when you call and how long you keep on hold.
After over 1 hour, I am still connected with an automated message saying 'we appreciate your patience" and 'you are number 3 in the queue'. It has said that I am number 3 in the queue for over 1 hour, from beginning of call until now and still going on. it is clear that their phone line is configured to say that at all times and no one is handling calls.
Awful. Terrible oversight, failing management. I wonder whether they are heading to bankruptcy and patients will lose their prepaid treatments.
I certainly wouldn't trust them with fertility treatment! If you ever want to reach them, you are on your own!
Lister Fertility clinic: if you plan to challenge this review.....I have kept a screenshot of my call and duration without being answered.

I cannot complain enough, they are hopeless, I have had to complain to the practice manager on multiple occasions and nothing is done. They do not answer phones, do not respond to emails, clearly do not had adequate systems as I have had to tell them 3 times my medical insurance number and you have to get angry and rude for them to actually address the immediate concern, and then they drop the ball again and again

I strongly advise against anyone thinking of using Lister Fertility. They significantly messed up my course of treatment not once but twice. It took me not them to realise the mistakes made. Because of my mistreatment they made significant changes to their processes and yet still failed to truly admit their mistakes and compensate me accordingly. My lawyer was completely stunned by their total lack of accountability and for how poorly they managed my complaint let alone the the treatment misdemeanours they made.

Seems miscommunication is a common theme. I had an appointment cancelled at the last minute even though they knew I was travelling for 2 hours and had already paid for my travel. Another time, I emailed to get some information about my appointment but they never replied and once I arrived at the clinic they were refusing to treat me. This could have been avoided if they had answered my email, which was sent well in advance of the appointment. They tell people they have satellite clinics around the country where you can go for blood tests. This is obviously a lie as I was going for a blood test when my appointment got cancelled at the last minute. I was a surrogate for a couple - as such I was not liable for any costs. I was sent a bill for a blood test and later sent a much larger bill and was being contacted by phone, email, text and letter by a debt collection company - obviously very stressful when I don't owe anyone money! This should never have happened and when I initially raised it with staff, they blamed the debt collectors (who only had my details because Lister gave them!) and didn't take it seriously until I complained to the CEO. If you care about patient care or data protection, don't use this clinic.

Dear Lister Hospital Management - as you may or may not be aware, on a recent visit to your clinic your staff badly mis-managed our case.

We acknowledge that genuine mistakes do happen, but as Ms Safira Batha recently informed us, you seem to be completely unwilling to offer redress or a solution.

This has caused incredible upset for us for the following reasons:

1. We had to take time off work and travel from overseas for this appointment. This was made all the more difficult on account of the pandemic. It seems now that this trip was completely wasted.

2. We communicated our difficulty in travelling to various staff a number of times, with the intent of avoiding mishaps and ensuring that everything was lined up correctly. Sadly this communication did not filter through.

3. We had already provided your clinic with documentation as a first step to ensure that communication was clear. This did not filter through.

4. As advised to Ms. Safira Batha (phone conversation 18th June), a further document were completed on the day, clearly stating what we were there for. This appears to have been ignored.

5. During our debriefing conversation with the doctor we clearly reiterated why we were there and this was acknowledged by the doctor. However again, communication did not filter through.

With the above in mind, we were incredibly upset when informed that our trip was in vain due to severe negligence on your behalf.

To be blunt, this repetition of errors, one after the other, has left us perplexed and upset.

We urge you to investigate the numerous systemic failings in your own internal systems so as to avoid a similar negative situation happening to other patients.

Please give this matter your immediate attention, and also we hope to discuss options with you to redress this situation as soon as possible.

Every time they made extreme errors in notes, wrong meds, wrong test levels, wrong Dr, yet they work off your notes which are handed over to a conveyor belt of differing Drs, this isn't the right protocol.