University of Utah

My pharmacy never received a prescription from my nurse. So I contacted her and she admitted to forgetting but got it called in right away. It didn't end of being an issue though because we had done this early enough that the medication wasn't needed right away.

I had to call or message repeatedly to have prescriptions called into the pharmacy. Nurse failed to follow up with me regarding proceeding of IUI based on over stimulation. I had to call the after hours on call physician for clarification

As mentioned previously, working with this clinic was frustrating and chaotic. I never totally felt like I was in good hands. The nurses got my protocol wrong again and again--sending me info for a fresh IVF cycle when I was using frozen eggs. Then, that information got passed on to billing and I was billed multiple times for fresh transfer steps like egg retrieval when I was using frozen eggs. Billing got so confused that they sent me codes--medical number codes--instead of descriptions of the treatments--that I had to google and look up myself to discover the errors and make corrections. This happened multiple times. When I went to have the actual embryo transfer done and the Dr. pulled up my file, the information for the sperm used did not match my husband's information and she left the room for a long, awkward pause in which both of us wondered if they had used the wrong sperm. She came back and said that someone on staff had just used the wrong sticker and that other numbers matched so it was fine (how would you even know?). I almost laughed out loud because that was the icing on the cake for what had been a three-ring-circus the entire cycle. Or, so I thought. The actual coup-de-grace was that two months after my IVF cycle, I got a bill for egg storage for my frozen eggs--when I had just used them all in my IVF cycle. I had to make multiple phone calls in which no one could seem to confirm whether I actually still had frozen eggs remaining. This was extremely unprofessional for anyone in this business, because to tell a patient that they no longer have eggs, and then float the possibility that maybe they magically do have some left--raises all kinds of hopes for a patient that are cruel to raise. In the end there were of course no eggs, and they canceled the bill. I received no apology. I went into this cycle with low hopes for success because I only had a half dozen eggs. Thankfully, I have a child without the help of IVF. But this experience was tragi-comically bad even with low expectations for success. Having said all this, the few times I saw the Dr. she was kind and the lab seems competent.

We had a wrong blood test result in a critical time during our treatment.

With the three different nurses helping me there was one time when my meds weren’t called to the pharmacy beforehand. They were quick to fix this for me and it didn’t end up being too big of an inconvenience.

It was very hard to get the results of my frozen embryos on day 5. Due to my work schedule I missed the phone call and it took several phone calls, being transferred multiple times and speaking to three people before I was able to get someone to call me back and tell me how many embryos survived. As this is a high stress topic I was a little frustrated by it.