RMA of New York

When I started my IUI procedure, there was no clear guidance. The brochure that I was provided did not provide info on the process timeline or step by step process either. And no one called and walked me through the process, so I had to constantly called the clinic to find when was my next appointment. I had to do my own research on what medications that I needed to be on and had to inform the on-site doctor that I was missing a prescription for one of the medications that I needed to be on before the day of the procedure. Because of the delay, I had to pay out of pocket for medications instead of having my insurance covered it. It was absolutely the most stressful experience that I had.

Lost paperwork. Failed to give call us and give us critical care information, as in the results of our PGT-SR testing. So many different nurses and coordinators just not keeping info on track or communicating properly with each other or with us. Then excuses after truly messing up on not giving us our embryo results. And the doctor never even wrote us to say that he was sorry that happened or that it wasn't the norm there. They just pretended that everything was fine. And then took super long to release our paperwork. Horrible.

Dr forgot about my appointment. I was told everything is fine yet before my transfer Dr stated I have endometriosis which he never in the last year mentioned once, but he stated this is not new. He said he will get me in fast to a DR, but 4 months it took. He or the clinic never called or reached out how things going. The only follow ups other than the results were to make sure I have the bill. They said I will get a call from the pharmacy when med is ready. I waited 2 weeks and then when I know I have to start meds in 1.5 days I reached out to the pharmacy after many emails to RMA who kept saying the pharmacy will call. I had to specifically ask what pharmacy they sent the meds and call the pharmacy directly. It turns out when the RXs were sent RMA put my phone number as 123-456-7890. Clearly someone just did not care to add my real phone number. By this time I was worried overnight mailing might not arrive on time. Things like this and sooo many just caused additional unnecessary stress to the process.

My final visit was around 9 weeks. The Dr and one nurse said I could be in touch through the end of the first trimester. But when I had a threatened miscarriage at 11 weeks they were unresponsive and unhelpful. They claimed later this is just how fertility clinics operate due to the high cost of malpractice insurance. I have since found out people about who were helped by their clinics after 9 weeks.

-my follicles got jacked really quickly and i was beyond bloated. We were approaching fourth of july weekend and i was project managing to the extreme to ensure that my trigger shot order was put in and able to be picked up before everything closed. Literally 15 min before the specialty pharmacy closed for an extended weekend i was sprinting in to grab the trigger shot, after spending days playing telephone tag to ensure timing was correct and it was ordered. This was INSANE. -Then my initial Dr went on maternity leave in the middle of my cycle, and informed me two days prior. We were in the middle of interpreting and awaiting updated results on embryos from PGT-A and PGT-M, after coming back inconclusive. This was a shock. -Finally, I was beyond struggling with my progesterone protocol post-FET and was desperate to be tapered off at the earliest possibility. I was legitimately clinically depressed and conveyed this to a nurse upon hearing that my protocol would not be changing at all even by method. She told me that they can't 'make me' take the medicine, and that my two choices were essentially continue to suffer for the sake of the pregnancy, or just take myself off entirely, because they were providing no alleviation strategy. It was the most grotesque display of utter disregard for patient wellbeing, and frankly this nurse should reconsider her profession. After sending a desperate and dire email to my dr (thank god i randomly had her email) some change in protocol was suggested - suppositories and pills rather than shots. She then literally never followed up with me to check in on me after the switch. No call, no email. Nothing to confirm the switch in protocol was for the better. That was the final nail in the coffin for showing me how little RMA cared for me as a patient. -When I was able to come off the drugs entirely, I received a curt email: "Your levels are adequate and you can stop your endometrin today." This, after 40k and 8 months. Can you imagine? -I'm still waiting to hear from the nurse managers to discuss my experience. Nothing. No followup despite my explicit request to be contacted. And so here I am.

As mentioned in previous comments we were disappointed with the adminstrative aspects of RMA. Although much of that is due to a coordinator who is no longer there.

Disorganized (maybe due to Covid, but that seems to be everyone's line), things were missed, and getting the results is a total pain.

The clinic and transition between doctors felt at times messy. In particular, the receptionist/admin had a terrible attitude and was hard to navigate.

Dr. Thornton and her team do not value evidence-based treatment. They do not communicate, review all test results or investigate the best treatment for each person. The one-direction, the general approach is a waste of everyone's time and money.

They have called without giving me full information. I also learned that the nurse told me one thing about my embroys and later on the doctor said that was not the right information.

During my ectopic pregnancy, I was given no warning and told I had to come in for shots at 3:30pm by the EOD (5pm) all the way uptown. This resulted in me looking unprofessional in my job, not to mention the emotional turmoil. My coordinator was very sweet, but often had no idea what part of my cycle I was in. I had to correct her multiple times, many on important things, like the prescriptions she was calling in.

During one examination a physician told me that my follicles (5 of them) had magically disappeared. Despite this distressing news (which was inaccurate), I could not get my physician on the phone to clarify this alarming statement. The nurses failed to order my trigger shot and did not realize the error until the day of my trigger. As previously mentioned, Dr. Thornton over-medicated me which led to poor results.

As I mentioned there were issues with an assumption that I was starting an IVF cycle and reaching out for billing info when I hadn't agreed to starting yet. Also, the records at RMA aren't in a digital portal so getting a copy of my records to bring to another doctor took over 2 weeks. 2 weeks might not sound like a big deal, but when every cycle counts when you're trying to conceive, 2 weeks can throw the timing off of a next cycle where you wanted to start treatment.