MSI Reproductive Choices
1 Conway Street, London, W1T 6LPPatient ratings and reviews
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Reviews
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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.
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Review titled Amazing staff
Rated 5 stars out of 5
by Anonymous - Posted on 01 August 2023
MSI were amazing! The time frame from first contacting them to completing my treatment of surgical abortion was 2 weeks! On a couple of occasions I had to ring them and there was a long wait of 15-20 mins but once through they were very helpful. All my phone calls, face to face consultations and the surgery were on time and I was made to feel cared for and comfortable. The staff cared about how I was feeling and showed compassion and reassurance. I changed my mind about the medical abortion and they were very accommodating. I would like to thank everyone who helped me and recommend them to anyone.
Visited July 2023
Review titled MSI Reproductive Choices
Replied on 16 August 2023
Dear client, thank you so much for taking the time to post this feedback. We are glad to read you felt cared for and that you were able to choose the best treatment type for you, based on your needs and circumstances. And thanks for bearing with us on the phone: we know our call centre lines can get very busy at times, but we are here and we are doing our very best to get through to everyone who needs our services. We hope you are well. Best wishes from us all.
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 05 August 2023
Thank you so much for this absolutely confidential and free service! I cannot express how grateful i am for the staff and the treatment. I had medical abortion and didn’t even have to go to the clinic, everything was done over the phone and post, quite promptly, which helps to reduce the stress of already uneasy situation. Thank you for giving us the choice and all your support!
Visited July 2023
Review titled MSI Reproductive Choices
Replied on 16 August 2023
Dear client, thank you for this lovely review of our services and glad to read you were able to access abortion telemedicine, getting the tablets sent to you through the post. We really appreciate you took the time to post this feedback and we hope it will help other people going through the same journey. We hope you are well!
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Review titled Well looked after
Rated 5 stars out of 5
by Anonymous - Posted on 20 July 2023
I went for a surgical abortion at the Leeds clinic. I was 7 week pregnant and I felt very supported by all staff involved from the nurses/ anaesthetists from start to finish I was there less than 2.5 hours and that included having an IUD fitted to prevent further pregnancies. Overall I felt supported in my decision and feel I was well looked after by all staff involved.
Visited July 2023
Review titled MSI Reproductive Choices
Replied on 21 July 2023
Dear client, thank you for posting this review of our services. We are glad to read you felt looked after, you were able to choose the best treatment option for you and you had your contraception of choice fitted during the surgical treatment. Our aim is always to ensure the treatment journey is planned with our clients, around their needs and choices. Thank you for sharing! We hope you are well, best wishes from us all.
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Review titled Time wasting
Rated 2 stars out of 5
by Anonymous - Posted on 02 June 2023
My experience has been dreadful. I got in contact when I was around 7 weeks and it took a week for a telephone appointment. The telephone appointment was cut short as I failed the security questions and I was automatically dismissed and said I need to book online again. I am now 8 weeks and 3 days and have another appointment for when I will be 9 weeks and 1 day and I do not want a surgical procedure. I wanted the take-home pill. It’s such a stressful, worrying time and I feel like I’m being ignored and disregarded as if it’s not important. If they answered sooner I could’ve easily had this dealt with if they were quick about it but now I have to do more waiting and probably have to have a surgical procedure. I’m not happy.
Visited June 2023
Review titled MSI Reproductive Choices
Replied on 07 June 2023
Dear Client, Thank you for your feedback, we are sorry to hear about this - we do have stringent policies around data protection, and this is to ensure our clients privacy is protected at all times. We would like to help you further - please get in touch with us, you can find all the information at this page: https://www.msichoices.org.uk/contact-us/ . Thank you once again for getting in touch, we hope to hear from you soon.
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Review titled Great practice
Rated 5 stars out of 5
by Tina - Posted on 08 June 2023
Although I had to wait two weeks for a appointment I am very pleased with how the practice dealt with my needs I chose the medical abortion I did not had to attend the clinic only two very pleasant phone calls from the clinic and it was sorted I received the pill through the post the next day in the comfort of my own home I treated my self I think that’s amazing and very confidential as I suffer from anxiety and would’ve found it difficult to attend a clinic so it was the best option for me .thanks to MSI choices and the nurse I had a consultation with she was very easy to speak to
Visited June 2023
Review titled MSI Reproductive Choices
Replied on 09 June 2023
Dear Tina, thank you so much for taking the time to post a feedback about your experience with our services. It sounds like you were eligible for our Telemedicine pathway: we are glad to read the calls with our staff were pleasant and that you felt the nurses were easy to speak to. It's great you were able to have treatment in the comfort of your home - our aftercare line is also always available, 24 hours, 7 days a week. We'll make sure this feedback is shared with our teams. We hope you are well!
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Review titled Confidential and private I’m not so sure.
Rated 3 stars out of 5
by Anonymous - Posted on 02 May 2023
I am yet to receive my pills via post, however on the 1st call everything was fine, however, the 2nd call, I found the nurse on the other end prying into my personal life and past which I wasn’t very comfortable with and asking for information about my children etc. I really don’t think this follows the privacy guidelines and felt like my life was being intruded on and judged/questioned. - especially when this information is not at all relevant to the process your about to undertake. It’s stressful and traumatic enough as it is, without the worry of people getting involved with your current life and having to share such personal information? I strongly disagree that these types of questions should be asked for such a confidential service like this.
Visited May 2023
Review titled MSI Reproductive Choices
Replied on 04 May 2023
Dear Client, Thank you for your feedback, we are sorry you had a negative experience with our services. At MSI, we are committed to protecting your privacy. All contact and treatment information is confidential and the decision you make about your treatment will just be between you and our teams. We would only share information if we believe you or anyone else is at risk of immediate harm. We would love to investigate this further, if you let us. Please get in touch with us, more info on how to get in touch can be found on this page: https://www.msichoices.org.uk/contact-us/ . 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.