MSI Reproductive Choices
1 Conway Street, London, W1T 6LPPatient ratings and reviews
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Reviews
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Review titled Good service
Rated 4 stars out of 5
by Anonymous - Posted on 13 December 2022
I have had a good experience with the clinic. I have read some reviews that made me so nervous however my experience with MSI was pretty good. I called for an abortion and even though they were receiving a lot of calls they called me back within 20 minutes. I got an appointment for emotional support 8 days later and an appointment with a consultant on the phone 10 days after the phone call. When the consultant called me she asked me if I had any emergencies, she called me on a Monday and I had a flight to hop on on a Friday. Once she was acknowledged about this she gave me an appointment at the clinic for the next day. I went to the clinic and I had to wait past my appointment time. However once I was called to visit, the nurses were very efficient and understanding. You also have the option to get tested for STDs. By Wednesday I passed the pregnancy. If you are scared about the pain or complications: I had a medical abortion once i took the pills to pass the abortion within ten minutes I felt chills, pain, headache and nausea. Once I took the pill within roughly one hour I passed the pregnancy. Afterwards I had a lot of bleeding for several days. Fortunately I didn’t have any complications but if you do they have a number to call for aftercare and it’s open 24/7. I would recommend this clinic to anyone in this situation, I hope this review will help someone. I am extremely grateful for this clinic and everything they do.
Visited November 2022
Review titled MSI Reproductive Choices
Replied on 16 December 2022
Dear Client, thanks for posting this review of our services, we will make sure this is shared with all the teams you mentioned, from the call centre booking teams, to the counsellors and the nurses you met at your clinic appointment. We are very happy to read everything went well for you and we are sure that this review will help someone, as you are saying too. Best wishes from us all!
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Review titled Really happy
Rated 5 stars out of 5
by Anonymous - Posted on 30 October 2022
I found out I was pregnant 10 days ago and I knew I don’t want to have kids , booked an appointment with MRI, and had phone interview 5 days after ‘Monday , woman I was talking with was super helpful and booked me in for medical abortion 4 days later. At the clinic staff were extremely helpful and I also had scan and find out I was pregnant 8 weeks and 2 days. ( I didn’t think was that far a long). Took pills next day morning , before taking pills I took painkillers just in case , as reading some reviews was very scared, however was no pain what do ever , I can compare to very light period pain. I am sure it’s different for everyone, but I had very positive experience.
Visited October 2022
Review titled MSI Reproductive Choices
Replied on 01 November 2022
Dear Client, thank you so much for posting this lovely review, we will make sure this is shared with all the teams involved (from our call centre advisors to the nurses at the clinic). We are glad to see we supported you in this journey. We wish you the best of luck.
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Review titled Staff extremely friendly, helpful and reassuring.
Rated 5 stars out of 5
by Anonymous - Posted on 29 November 2022
I am extremely grateful for the care I have received from MSI choices. I was able to book a telephone appointment within 3 days of finding out I had an unplanned pregnancy. I then had a follow up appointment with a nurse then revived pills by the post the following week. I was nervous to take the medication however nurses on the 24/7 phone line were available to reassure me or answer any questions within minutes. I was offered follow up counselling and every single staff member I spoke to on the chat or phone lines were friendly, understanding and reassuring about the situation. I also was able to arrange taking the regular contraceptive pill which was sent by post and an STI screen too. I cannot thank this service enough and felt fully supported throughout due to the attitude of staff and swift access to care and appointments.
Visited October 2022
Review titled MSI Reproductive Choices
Replied on 06 December 2022
Dear Client, thank you so much for posting this lovely review of our services, we will make sure this is shared with all teams involved: our call centre booking teams, the aftercare team (the team available 24/7) and the admin team dealing with the STIs kits. We hope you are well, we are here for you should you need any further support. Thanks again for this post!
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Review titled Amazing Service
Rated 5 stars out of 5
by Anonymous - Posted on 08 November 2022
I found out I was 4 weeks pregnant at the end of October. My husband and I have no plans for children and this was a complete accident. We were both panicked and did not know what to do but with some Google searches found MSI Reproductive Choices. The first call I made was on a Thursday. I did have about an hours wait to be answered, but I think people need to realise how fortunate we are to have this free service, so an hours waiting time is nothing really! The lady I spoke with was lovely and made me feel comfortable. A follow up telephone appointment was arranged for the following Wednesday. I was anxious and skeptical that I would not receive this call, but I did and on time! This lady was also lovely - understanding, non judgemental and very pleasant to talk to. After this assessment, another telephone appointment was arranged for the following day. Again this call was received on time and from a very pleasant nurse who I believe was called Precious. Again I did not feel judged or uncomfortable through this call. I was having a medical abortion and was told the medication would be posted to me. Again, I was anxious it may not arrive or I'd have a long wait. It turned up the very next day however! I can not compliment enough how efficient this service was. I read some of the bad reviews and was nervous but I honestly couldn't fault anything about my experience with MSI Reproductive Choices. From my first telephone call to receiving my medication took 1 week and 1 day. I can not believe how efficient the whole experience was. The fact it is all free of charge and I experienced no judgement makes me even more greatful for our health service in this country.
Visited October 2022
Review titled MSI Reproductive Choices
Replied on 08 November 2022
Dear Client, thank you so much for posting this review of our services. We really loved reading you felt supported and that we made you feel comfortable. What is really important for our teams across the organisation (from the call centre teams to the nurses and midwives in our clinics) is to know we provide quality, non-judgemental and welcoming services. Thanks again for taking the time to evaluate your experience with us. We hope you are well. Best wishes
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Review titled Terrible service and communication
Rated 1 star out of 5
by Anonymous - Posted on 27 November 2022
Found out I was pregnant at 6 weeks contacted MSI and was booked In for a appointment the following week, they scanned me and found I was having twins and gave me the medication to take home as normal, I tuck the tablets and the termination had begun, 3 weeks later I did the pregnancy test they had provided and it still showed as positive so contacted them back which had taken me two days to finally get in contact with someone, for them to tell me with my pregnancy being a multiple it will be that my hormones are higher and advised me to take a test the week after and try again, I did as advised and was still positive and I was getting pains and on and off bleeding, so contacted back, the nurse I spoke to wasn’t very helpful and just told me to contact my own GP, so I did and they sent me straight to my local hospital where I found I was still pregnant with one of the babies and still had reminds stuck inside from the other ones placenta which they told me could cause serious infection such as sepsis, the nurses and doctors at the hospital was extremely helpful and also explained that this isn’t the first case they have seen after using MSI. It all ended in me having to have surgery and a three night stay in hospital, along with my mental health being absolutely shattered by the experience, it has been the longest hardest 5 weeks. Maybe if MSI would have made a follow up appointment with me this wouldn’t have all happened. I strongly hope no one ever uses MSI again and no one has to go through the experience I have.
Visited October 2022
Review titled MSI Reproductive Choices
Replied on 28 November 2022
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 and offer support, please get in touch with us, you can find all the info and choose how to get in touch at this link: https://www.msichoices.org.uk/contact-us/. Should you wish 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, this is why we hope to hear from you soon. Thank you once again for getting in touch.
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Review titled Awful Service
Rated 1 star out of 5
by Anonymous - Posted on 22 September 2022
Found out I was pregnant at 5w and decided I couldn't go through with the pregnancy. Contacted MSI and was booked in for an appointment 12 days later. I was told this appointment would be with a nurse to discuss telemedicine, it wasn't. I had that appointment and then was booked in for another appointment two days later with the nurse (the appointment I thought I was going to have initially). Two hours passed the time I was supposed to be called and I still hadn't been contacted. I called MSI and was on hold for 40 minutes before I got through to someone. I was told when I eventually got through that they had tried to contact me but couldn't get through. My phone was on loud, I had signal and they definitely had the right number because they had got through successfully two days prior. I was then told all they could do was book me in for another two days time. I am now 8 weeks pregnant and incredibly distressed as it is impacting my mental health and daily life. Unfortunately this was the only provider that could see me as the other two were either at full capacity or I was out of their area to be seen. I am appaled by the way I have been treated and I am terrified that the same thing will happen again at my next appointment.
Visited September 2022
Review titled MSI Reproductive Choices
Replied on 27 September 2022
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 Poor communication
Rated 2 stars out of 5
by Anonymous - Posted on 20 September 2022
Attended having firstly been allocated a clinic nowhere near me two days prior to the appointment, despite the extensive questioning etc prior so had to change it. Went to Day post family & was told at the door that children are banned. I do understand given the nature of the clinic but really feel that this ought to be explicitly mentioned in & along the enormous list of questions & instructions as attempting to arrange childcare on the doorstep is not acceptable. Informed by reception that this has happened multiple times before. The iud insertion itself was fine.m though v clear no notes had n en read prior. Unacceptable that referring GP practice is not updated by MSI reproductive choices.
Visited September 2022
Review titled MSI Reproductive Choices
Replied on 27 September 2022
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 Very helpful
Rated 5 stars out of 5
by Anonymous - Posted on 07 August 2022
Myself and many have used the service on 2 occasions. One being when I was young and one after having a family. Both experience’s have been positive! But the fact that you can now get the pill at home is very comforting as you can have your partner present with you and if you have children and you do not drive you are not limited! And it’s a lot more private rather than feeling exposed and just that daunting feeling than being in the clinic so I thank you so much for giving us women that opportunity. I would like to say the nurses and call support are absolutely lovely!! They are very compassionate and caring. They take tones of calls a day going over the same routine yet they still have empathy and cater for you individually! Thankyou so much your service is truly appreciated x
Visited August 2022
Review titled MSI Reproductive Choices
Replied on 17 August 2022
Dear Client, thank you so much for posting such lovely review of our services, and for highlighting the work our call centre teams and our nurses do every day. This sentence for us makes all the difference: "they have empathy and cater for you individually" as this is exactly what we focus on. Every person accessing our services is different, and we are here to ensure each and every one of our clients feel supported and cared for, in the way that best works for them! Thanks again for taking the time to post your feedback, we really appreciate it and hope it will be useful for other people accessing abortion services.
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Review titled Call their hotline to get the earliest available appointment
Rated 4 stars out of 5
by Anonymous - Posted on 01 September 2022
Pros: - Centralised phone services - Staff sounds friendly and supportive over the phone. - My blood loss lasted for over 8 weeks and I was granted a follow-up appointment in the 6th week after the medical abortion. Cons: - Too long in every step. It took nearly 3 weeks from the day I contacted them to the day I get the abortion pill. - The fastest way is calling their hotline and patiently wait until you speak to a staff member, do your registration over the phone and secure the earliest telephone consultancy appointment. Don't rely on their website form, they failed to contact me after 48 hours. Your website form submission is likely to be assigned with a later consultancy appointment than your enquiry over the phone with them. That happened to me. - The network of their center shown on their website seems to be inaccurate. I lived in South East London and they actually have only 2 clinics: Lewisham-St John and Brixton. Their website suggests having many more locations. - The one staff member at St John Centre I met didn't make me feel welcomed, safe nor friendly. I prepared a list of 7 questions before my appointment, yet I felt the pressure from the nurse to hurry me out of her door. - My appointment took placed at 8:45 am but they said they currently run out of the abortion pills. So I was asked to come back to this centre and collect the pills at 12:30pm the same day. This unfortunate delay causes problems to my personal schedule for the rest of the day.
Visited August 2022
Review titled MSI Reproductive Choices
Replied on 05 September 2022
Dear client, thanks for posting this detailed review of our services. Let us start by saying that, should you wish to contact us directly to give us the opportunity to feedback to you personally, please email our Quality and Customer Services team at this email address Quality.customerservice@msichoices.org.uk. On the appointment times, we are sorry to read it took that long to provide you with an appointment: we get cancellations daily, so speaking with us on the phone means being able to potentially book slots that becomes available on the day. Let us reassure you that, whether you book online, or on the phone, we always do our best to provide the earliest available slot. We would really appreciate the opportunity to look into the issues with our Lewisham-St John clinic, we hope to hear from you. Thanks again for posting this review. 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.
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Review titled Easy.
Rated 4 stars out of 5
by Anonymous - Posted on 07 August 2022
I used the ‘Pills by Post’ treatment option. The phone calls were timely and the nurses/ call handlers sensitive. The treatment itself was as easy as it could be, insurrections clear and appropriate meds given. The box it was delivered in was unremarkable and arrived quickly. It was a virtually painless procedure and being at home gave me the privacy and divinity that helped me feel comfortable.
Visited August 2022
Review titled MSI Reproductive Choices
Replied on 17 August 2022
Dear client, thank you very much for your comment, we appreciate you took the time to review our services and we hope this will be helpful for other clients going through the same treatment option of "Abortion Pills At Home/By Post" (Abortion Telemedicine). We will ensure this feedback is passed on to our nurses and call centre teams. We hope you are well.