MSI Reproductive Choices
1 Conway Street, London, W1T 6LPPatient ratings and reviews
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Reviews
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Review titled Extremely awful and upsetting
Rated 1 star out of 5
by Anonymous - Posted on 27 November 2023
Unfortunately, for what is already a hugely stressful and hard time for me, MSI has made this whole process 10x harder. I am so upset at how I’ve been dealt with. Everytime I have contacted MSI, I have come away from the phone crying and exhausted. My appointments have been moved around by MSI, the ladies on the phone are not empathetic at all, it is the most frustrating process to even book a telephone appointment. It has been 3 weeks since I called MSI and I still haven’t been to an actual clinic or know what is happening. Dealing with MSI has made my already scary situation a whole lot worse.
Visited November 2023
Review titled MSI Reproductive Choices
Replied on 27 November 2023
Dear Client, Thank you for your feedback, we are sorry you had a negative experience with our services and 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 Caring and supportive, proactive care
Rated 5 stars out of 5
by Anonymous - Posted on 10 November 2023
I made the difficult choice to go ahead with a medical abortion at 5 weeks. After contacting them, I had a telephone appointment arranged in one day and follow up with the nurse the day after. Really quick and responsive. Everyone I've spoken to has been kind and compassionate and professional. I appreciate the non judgemental care and the detailed advice I received during a very difficult time for me. The ability to be at home for my termination made me feel safe. I'd recommend the service to anyone in a similar situation.
Visited November 2023
Review titled MSI Reproductive Choices
Replied on 13 November 2023
Dear Client, thank you so much for posting this lovely review of your experience with our services. We are glad to read you felt supported in your decision and that you were eligible to access abortion telemedicine. We hope you are well, know that we are here should you need any support, at any point. Thanks again for taking the time to publish this review, we hope it will help someone else in the same position.
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Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 06 October 2023
I think it is a reasonable expectation to be informed at the start of the process that it may take 2 weeks to sort out the medical abortion. It takes up to 48 hours for the team to make contact from online request, next available phonecall appointment four days after response to online request. Follow up clinic appointment in a week. This is scandalous.
Visited October 2023
Review titled MSI Reproductive Choices
Replied on 12 October 2023
Dear Client, thank you for your feedback, we are sorry you had a negative experience with our services. Our services can become particularly busy at times; we try our best to set the expectations during the treatment journey, to ensure clients are aware of the wait times between the different steps. We would like to look into 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 Dignity and Respect
Rated 5 stars out of 5
by Anonymous - Posted on 13 October 2023
I'm not one to normally write reviews, but I felt it was important. I want to be able to put anyone who finds themselves in this situation at ease. From the moment I walked through the door all of the staff were kind and friendly. At no point in my time at the center did I feel judged. When I went in for my appointment the staff were easily able to put me at ease and calm any anxieties I may of had. They went above and beyond to ensure I received the best/correct treatment for my situation. I really cannot recommend this center enough, if you ever find yourself in the situation where you are in need of there services. I can ensure you that you will be treated with dignity and respect by well trained and understanding staff.
Visited October 2023
Review titled MSI Reproductive Choices
Replied on 16 October 2023
Dear Client, thank you so much for posting this review of your experience with our services. Even though the review doesn't specify which MSI clinic you visited, we will make sure your feedback is shared with our colleagues across the organisation as this is exactly what we strive for. We are so glad to read you felt supported and that staff went "above and beyond" to make you feel welcomed and at ease, and that you felt treated "with dignity and respect". Thanks again for taking the time to post this review, we are sure this will be useful to people going through the same experience. We hope you are well, and wish you all the best!
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Review titled Rush, rush , rush
Rated 1 star out of 5
by Anonymous - Posted on 24 October 2023
My daughter had a termination recently . Although, the staff were nice she was rushed out to go home within 10-15 minutes of having the procedure . Next couple of days she started with pain and bleeding when she rang up for advice she was told to ring 111 . She’s had a scan today and there’s some tissue left inside her . I do believe all procedures are rushed and she should have been observed for maybe an hour . This in my opinion is extremely dangerous and is definitely not good practice .
Visited October 2023
Review titled MSI Reproductive Choices
Replied on 31 October 2023
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, understand a bit more which clinic you attended and the treatment your daughter had. Can you 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 Great practice
Rated 5 stars out of 5
by Eva - Posted on 12 September 2023
Despite being in this very hard situation, I have been in MSI Brixton and they been absolutely fantastic. I was asked multiple times if this decision is final and although decision had to made due to financial reasons what's best for our family, MSI have offered friendly and very supportive care to me. The lady that explained everything was very kind and I would also like to thank the team at the theatre. Many thanks. You have been great.
Visited September 2023
Review titled MSI Reproductive Choices
Replied on 13 September 2023
Dear Eva, thank you so much for taking the time this post this review of your visit to our Brixton clinic, we appreciate it. We will make sure this is shared with the teams at the clinic, including the theatre team. We hope you are well, best wished from us all.
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Review titled Lovely staff & good practice
Rated 5 stars out of 5
by Anonymous - Posted on 16 August 2023
I chose to have a termination with MSI. I put my initial request in with BPAS and they passed me over to MSI. I received all of my appointments very quickly. This included my health screening and my phone call with the midwife. I received my tablets the next day, after my call to the midwife. The staff I spoke to were lovely and informed me properly about the treatment. The website was also helpful and I was sent enough information to read through. The leaflet in the box was also very useful. I called the aftercare line to check I was doing the treatment correctly and got through in 10/15 minutes. Would definitely recommend MSI to others after having a positive experience.
Visited August 2023
Review titled MSI Reproductive Choices
Replied on 21 August 2023
Dear client, thank you so much for posting such a positive review of our services, we are so happy to read you felt informed and supported by our staff. Thanks as well for mentioning the website and the leaflet received in the telemedicine pack: a lot of work goes into making sure our clients have access to the right content during and after their treatment, so thank you so much for sharing. We hope you are well, we are here should you need us. Best wishes from us all!
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Review titled Mixed feelings
Rated 2 stars out of 5
by Anonymous - Posted on 03 September 2023
Honestly I’m in 2 minds. I’m in my 20’s with a minor heart condition for context. I originally called up very disheveled (as I imagine most people are who have to call up regarding these issues) and the initial lady I spoke to was quite abrupt and didn’t show too much emotion in her voice. I didn’t take this too personally as it’s her job to just get the information she needs to send it off to a nurse, however my voice was visible quite shakey yet she was being just slightly too direct. After the call, the lady had everything she needed to contact my gp with any concerns about my heart and I was told that I would get another call in a week. The following call consisted of another woman telling me that I needed to wait a further week for information that they hadn’t bothered to get in between appointments which was quite annoying as I was already 3 weeks pregnant at this point. After a lot of convincing from another lady a few days later, I was allowed a medical abortion but I almost had to travel over 2 hours away for a scam that I didn’t need, which was quite distressing to consider. I finally got the pills and when taking them I called up the aftercare team as I was quite scared whilst taking the treatment and the woman who answered was so lovely, I actually felt heard which was really nice, however that same evening I called again as I was lying on my bathroom floor shivering but I was on hold for 2 hours before the phone hung up on me. The day after I called again for the same advice I had wanted the night before and was told that I’d receive a call within 2 hours. 6 hours had passed and I finally got a callback and my questions were answered sufficiently. Overall the treatment I received was very up and down. I think a bit more consistency from the nurses would have made my experience slightly more comfortable however I can understand to a point why there was so much confusion over my medical information.
Visited August 2023
Review titled MSI Reproductive Choices
Replied on 04 September 2023
Dear Client, thank you for taking the time to post this feedback about your experience with us. We take every feedback very seriously and we are sorry to hear that you had to wait for some time to hear from us about your medical history. We do advise clients that this can take us up to 6 days. 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. Thanks for mentioning about the aftercare line and that you felt supported by our nurses on the phone. We appreciate the aftercare line can get quite busy at times, and you had to wait to get through to us on the phone. 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 Set me up a telephone appointment and didn’t call me
Rated 1 star out of 5
by Anonymous - Posted on 08 September 2023
I filled the booking form got my callback and she set up another phone call appointment the woman rang me asked me health questions then said I had to have one more appointment and I chose the phone appointment they sent me a reminder email out to me and didn’t bother calling me it might not be important to some of the staff but it is to me I want my termination before 8 weeks (I’m 6 nearly 7 weeks) this a really distressing time for me and it’s made it a lot worse I did everything that was asked of me had two phone calls and no solution and I’m livid I feel like the times ticking and my times been wasted!!!
Visited August 2023
Review titled MSI Reproductive Choices
Replied on 11 September 2023
Dear client, Thank you for your review. 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 look forward to hearing from you.
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Review titled Amazing Practice
Rated 5 stars out of 5
by Jade - Posted on 13 July 2023
I cannot be more thankful to everyone who has helped me. Yes it took a while to get an appointment, and I waited on average 15-20mins on the phone calls but that's down to how busy they are and because they give their time and care into each person they see/talk to. They give you their time and make you feel so valued when talking to you on the phone and in person. I felt so much better after my in-person appointment and felt more comfortable choosing a better abortion method that worked for me. Even on the phone they have been fantastic. This is an amazing service and the staff deserve a significant pay raise! Thank you to the midwife in the Aylesham centre who was wonderful. Thank you to the nurses I spoke to too on the phone. I am still going through the abortion process and I know I will need to call again, but I feel in safe hands thanks to this wonderful organisation. Thank you for all the wonderful work you do!
Visited July 2023
Review titled MSI Reproductive Choices
Replied on 19 July 2023
Dear Jade, thank you so much for posting this lovely review of our services, we are so glad to read you felt cared for and comfortable at every step of your journey. From the call centre teams, to the midwife you met at our Aylesham centre, to the aftercare team, we all try our best to ensure clients feel supported. It's also great to read that you were able to make an informed decision about the best abortion treatment for you. On the other hand, we are sorry to see that the wait times to get through on the phones have been longer that expected. Please rest assured, this is something we strive to improve every day, as we do appreciate our phone lines get particularly busy at specific times of the day. Thank you once again for taking the time to post this review, we will make sure this is shared with all the teams involved. We hope you are well, best wishes from us all.