MSI Reproductive Choices
1 Conway Street, London, W1T 6LPPatient ratings and reviews
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Reviews
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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.
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Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 18 January 2024
The pre assessment with one of the midwife’s was lovely, the day of the surgical abortion was awful I was scheduled in at 10.25am arrived 15 minutes early, only 2 hours later they informed there was a delay, I was then seen at 1.20pm for my check up being informed that I’d be seen to in 30 minutes an hour goes by and I inform the receptionist that I wanted an update on the situation, she said she’d go and find out, continued to move me to another room and leave me there, another hour goes by, and no one has Come to see me or give me an update , everyone I came before has now had their surgery and is leaving. Imagine how this can make an individual feel, the surgery itself was amazing, the after care provided by the nurses was not, they where rude, dismissive, and rushed you around as I was the last person to be seen that day. Would not recommend as I had an awful experience and wouldn’t wish this type of rudeness and dismissive behaviour on anyone else, I would like to recommend Bpas they’re amazing.
Visited January 2024
Review titled MSI Reproductive Choices
Replied on 21 January 2024
Dear Client, Thank you for taking the time to post 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, so this incident can be discussed this with the team working at the clinic you visited for your treatment. 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 you are well.
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Review titled Disappointing for such a difficult procedure
Rated 2 stars out of 5
by Anonymous - Posted on 15 February 2024
I found out I was pregnant at 3 weeks, it was an incredibly difficult decision to make, it was truly 50/50 on what I was going to do. A couple days after I found out I had made my decision and filled out the online form on Thursday. As everyone is told they say you should get a consultation within 48hrs maybe a little longer. I waited a week for a reply which I got in the middle of the day. I’m a duty manager and I can’t just leave my shift for an unplanned call. While it wasn’t long it was an emotional call for me. Thought should be given to when calls are made and maybe get in contact before making that call to see availability? There was no communication inbetween this time. I was having to consider going with another organisation due to the wait time. At this time I was over a month along. During the call they ask if you have any mental health issues currently or in the past. As I have a long difficult history with my mental health I answered as such and this was the only time counselling services were mentioned to me. The next available appointment they could give me was 11 days later. By the time I actually got to my appointment I was nearly 7 weeks. So a essentially a months wait from first making contact… At the clinic I was at the reception area was extremely confusing no clear signs. Had to knock/ring the bell 3 or 4 times until we got a response. Myself and my partner were extremely on edge and did not help at all. The woman who carried out my scan, questions and gave me the pills while extremely efficient was lacking any empathy at all. Again no mention of help through the counselling just the aftercare line if anything went wrong. My appointment was incredibly short and I left feeling totally unprepared and overwhelmed. 5 days later I was still in bed hugely struggling both physically and mentally. I’m now still struggling mentally. Feeling unable to reach out for any support from MSI. If this was the only organisation in the area that carried out this procedure I would have to recommend. However there are several other clinics run by different organisations near here so I would suggest they try one of those.
Visited January 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. We would like to investigate this further, as it sounds like something went wrong with the confirmation of appointment we usually send ahead of the phone consultation. We would like to look into this, understand which one of our clinics you visited and ensure this won't happen again. 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 Would recommend
Rated 5 stars out of 5
by Anonymous - Posted on 25 January 2024
I was 3 weeks pregnant and making this decision was the worst experience I had done. But had to be made for the better, I spoke to someone on a first phone call and then they phoned back again a second time to discuss options I decided to go for the at home abortion as this was more relevant for me. The people I spoke to on the phone could not have been more nice and didn’t make me feel judged at all and after the second phone call I recieved my abortion package the following day. Now down to the actual abortion many people don’t write about this but I feel this is what I want to do as when I was reading the reviews before doing mine I wish I could see a review about how the experience was as I was so scared and worried about it all. But honestly to anyone as scared as I was there is nothing to worry about. Over all of course it isn’t a nice experience and I would never put my self in the position to go through it again but once taking the first tablet orally I had no side affect or pain or anything. 24 hours later I took the 4 tablets vaginally which again no pain, 3 hours later I took the further 2 tablets vaginally I had slight bleeding by this point but again no pain about an hour after taking the final 2 tablets that’s when I passed through the pregnancy when going a wee I didn’t feel no pain just felt like a period. To anyone worried and scared please don’t be the whole process was fine I mean it wasn’t nice but if it’s certain what you want don’t be scared and it’s over with quickly. Hope this helps
Visited January 2024
Review titled MSI Reproductive Choices
Replied on 25 January 2024
Dear Client, thank you so much for posting this review, it's very nice to read you wanted to share to ensure other people could read about your experience and feel less scared and less alone. We have lots of client stories on our website too, we hope this helps people know that abortion is a common medical procedure. We are glad you felt supported by our teams on the phone, and that the instructions you received made the process a bit easier. We hope you are well, best wishes from us all and thanks again for posting this feedback.
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Review titled Mostly good
by Anonymous - Posted on 28 March 2024
The staff I spoke to book my medical abortion were really understanding. The nurse for my telephone appointment was also lovely, didn't judge and I was made to feel at ease. This side of the service I received was brilliant. I needed to access counselling following my abortion, which I did not find helpful. The counsellor was quite dismissive at some points, really not helpful in my grief. The counsellor just kept repeating what I said, which I know they do to get clarity but literally this made me feel angry to just hear a repeat of what I had said constantly throughout sessions. I did not find the counsellor helpful and some comments made were awful and didn't take into account my circumstances. Then the counsellor said I could have further sessions once my sessions end, but I would need to pay. It felt like the counsellor was trying to 'sell' rather than actually caring. I won't be taking up on paying for further sessions, especially given that I feel more irritated by sessions than helped. However, the nurses prior to my abortion and those I spoke to during the abortion for advice were amazing.
Visited January 2024
Review titled MSI Reproductive Choices
Replied on 02 April 2024
Dear Client, thank you for taking the time to post your feedback. Thanks for referring to our call centre and nurses teams as "lovely" and "understanding", and also for the transparency on your experience with counselling, we are sorry you had a negative experience with this part of our services. Counselling is always part of NHS-funded treatment, before, during or after treatment, and after a few sessions our counsellors could mention our private services too if the client is interested in continuing the sessions. This is why we would like to investigate this further, if we could have your name we could look into your record. You can find all the information on how to get in touch with us 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 Exceptional service
Rated 5 stars out of 5
by Anonymous - Posted on 13 February 2024
Despite going through a difficult situation, the exceptional service and care that I received through MSI made it that much easier. Each person that I spoke to- from the initial phone call, to the consultation, and even the aftercare line- all provided me with the utmost level of compassion and empathy, and were non-judgemental in their approach. I never thought I would need an abortion, but it is reassuring to know that resources, such as this, is easily accessible. Not to mention that the services are carried out by people who genuinely care. I cannot begin to express how thankful I am for the service that I have been provided. I would recommend MSI to anyone that is going through a similar situation.
Visited January 2024
Review titled MSI Reproductive Choices
Replied on 17 February 2024
Dear Client, thank you for taking the time to post this lovely review of our your experience with our services, we loved reading that you felt supported at every step of the way, from booking to aftercare. We will make sure this feedback is shared with our colleagues, both at our call centre and our clinics. We hope you are well.