MSI Reproductive Choices
1 Conway Street, London, W1T 6LPPatient ratings and reviews
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Reviews
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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.
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Review titled Supportive and caring
Rated 5 stars out of 5
by Anonymous - Posted on 15 January 2024
I found out I was pregnant at 5 weeks, after making the difficult decision to go ahead with a termination of pregnancy, I found that MSI were my best option. I had to wait 7 days after booking a consultation online (which isn’t ideal when you are going through such a difficult time) but on the day of the consult ion the lady I spoke to was very understanding and non judgemental, I was then referred to a nurse that same day for a medical at home abortion, the nurse was lovely and completely compassionate when I broke down on the phone to her, she also referred me to an talkline and offered a counselling session, which I found very grateful, I didn’t feel judged one bit. I had the termination kit sent out by Royal Mail and had received the next day. Throughout the whole process I have felt I had the required amount of support. Other than having to wait 7 days for the initial consultation I couldn’t fault anything else about MSI. Everyone’s experiences are different but I would recommend them to anyone going through this difficult time.
Visited January 2024
Review titled MSI Reproductive Choices
Replied on 17 January 2024
Dear Client, thank you for posting this review of your experience with our services. We are sorry you had to wait 7 days for the first phone appointment, we are constantly working very hard to improve our wait times as we know the impact this can have on someone deciding to have a termination of pregnancy. We are glad you found our colleagues on the phone "very understanding and non judgmental" and that you felt supporter at every step of the way. We will make sure this feedback is shared with all the teams involved, thanks again for taking the time to share your experience. We hope you are well.
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Review titled Waiting time not acceptable
Rated 3 stars out of 5
by Anonymous - Posted on 04 January 2024
I discovered my pregnancy when i was around 5 weeks. I immediately contacted MSI and was given a telephone consultation where I had to wait another 7 days. Following the phone consultation which occurred in late December, the first available appointment for clinic was beginning of January; 2 extra weeks from the phone consultation. In total I had a 3 week delay to be seen in clinic, what was already a daunting time was made worse with the realisation that I had continue with the pregnancy for an extra 3 weeks (almost a month!). This needs to be taken in consideration as it has utterly ruined my experience and increased my guilt
Visited December 2023
Review titled MSI Reproductive Choices
Replied on 08 January 2024
Dear Client, Thank you for your feedback, we are sorry you had a long wait for your treatment with us. We do our best to maintain low wait times between appointments, 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 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.