Rated 5.8
Strongly recommend: 25%Neutral: 38%Don't recommend: 37%5.8
25% strongly recommend
10 reviews
Humanity
6.4
6.4
Humanity

Ratings of 1 mean patients felt this doctor treated them as "a number."

Ratings of 10 mean patients felt this doctor treated them as "a human."

Communication
6.7
6.7
Communication

Ratings of 1 mean poor communication.

Ratings of 10 mean excellent communication.

Frequency Seen
4.6
4.6
Frequency Seen

Ratings of 1 mean patients only saw this doctor once or twice during treatment.

Ratings of 10 mean patients saw this doctor at every appointment.

Responsiveness
7.5
Good
Responsiveness

Scale is "poor, ok, good, excellent" and measures how responsive a care team was when patients needed to speak to them.

Education

Medical School
Duke
Residency
Johns Hopkins
Fellowship
Johns Hopkins

How Doctor Communicates

doctor, nurse available by email
doctor, nurse available by directline
doctor, nurse available by directline
not available by personal cell phone
not available by personal cell phone
Serena Chen works in 3 offices at

Institute for Reproductive Medicine & Science
Rated 7.4
Strongly recommend: 55%Neutral: 11%Don't recommend: 34%7.4

Explore Clinic
Livingston
94 Old Short Hills Road
Livingston, NJ 07039
Jersey City
116 Newark Avenue
Jersey City, NJ 07030
Hoboken
609 Washington St.
Hoboken, NJ 07030
Show 1 more

10 patient reviews

Verified

This patient has provided documentation of treatment at this clinic.

2022, Unsuccessful
NPS
7
NPS
6
Age 39
2 IUI
Diminished Ovarian Reserve
European
Middle Eastern
Income $100K - $199K
Teacher
1st of 3 Docs
Neutral
Doesn't Recommend
Unsuccessful
As a doctor, she [Dr. Serena Chen] is warm and knowledgeable. She cuts to the chase and makes sure you understand what she is saying. She has a confidence about her that makes you feel comfortable and makes you feel confident going into the process...you likely won't see her at appointments or hear from her directly, so be sure to ask everything up front and demand to speak to her or see her when you feel it is needed.
[Institute for Reproductive Medicine & Science is] Clean and modern. In a hospital setting. Flexible for monitoring (can be seen at other locations). US tech Shirley is wonderful! Monitoring 7 days a week. Has Andrology lab on site, but hours are terrible and there is no flexibility for men and sperm collection. We were turned away from submitting a specimen during a certain time frame even though the doctor told us we could submit at that time.
How was your experience with Serena Chen at Institute for Reproductive Medicine & Science?
As a doctor, she is warm and knowledgeable. She cuts to the chase and makes sure you understand what she is saying. She has a confidence about her that makes you feel comfortable and makes you feel confident going into the process.
What's one piece of advice would you give a prospective patient of Serena Chen at Institute for Reproductive Medicine & Science?
She is a wonderful doctor, but you likely won't see her at appointments or hear from her directly, so be sure to ask everything up front and demand to speak to her or see her when you feel it is needed.
During treatment, were you treated like a number or a human with Serena Chen at Institute for Reproductive Medicine & Science?
With her, at a visit, I felt like a human 1000% of the time. She has wonderful bedside manner when you are present with her. When it was up to phone tag or relaying messages through the portal or nurses, I felt like a numbers. On two occasions I was given incorrect information which I attest to "too many cooks in the kitchen".
Describe the protocols Serena Chen used in your cycles at Institute for Reproductive Medicine & Science and their degree of success.
First IUI: Clomid cycle. After days 3-7 on pills, monitoring. Follicles were not growing sufficiently and was given another round of Clomid. Finally had a lead follicle and triggered. Second IUI: Letrozole. Was incorrectly told to come in for IUI when bloodwork did not match the follicles. Subsequently cycle did not end in IUI, but instead timed intercourse.
Describe your experience with your nurse at Institute for Reproductive Medicine & Science. (Assigned nurse: Pamela)
Pamela was lovely in that she was compassionate and relayed the messages. The bigger problem was when she wasn't in and I was dealing with many other people who didn't know me, messages got lost in translation. It was when my nurse was out that I was told to come in for a procedure, even though I knew from reviewing my bloodwork myself I wasn't ready. I think overall, too many people communicating made everything more frustrating and confusing.
Describe your experience with Institute for Reproductive Medicine & Science.
Clean and modern. In a hospital setting. Flexible for monitoring (can be seen at other locations). US tech Shirley is wonderful! Monitoring 7 days a week. Has Andrology lab on site, but hours are terrible and there is no flexibility for men and sperm collection. We were turned away from submitting a specimen during a certain time frame even though the doctor told us we could submit at that time.
Describe the costs associated with your care under Serena Chen at Institute for Reproductive Medicine & Science.
My insurance covered almost everything. We were not told ahead of time that a male genetic test could cost up to $400, but insurance did pay for it 100%
Describe Serena Chen's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Institute for Reproductive Medicine & Science.
Prefers single embryo, but never got to the stage in discussing whether multiple could be appropriate.
What specific things went wrong at Institute for Reproductive Medicine & Science?
  • Failed to call with results
  • Provided conflicting information
  • Failed to convey critical information
  • Canceled a cycle due to clinic error
Describe the specific things that went wrong at Institute for Reproductive Medicine & Science.
During an IUI cycle, I was incorrectly told it was time for IUI and scheduled. It was only when I said no, look at the bloodwork that I was then told to come back for more scans. In this same cycle, I was not given enough information about the follicles (they were likely leftover from the previous cycle) and they operated as though it was a normal cycle. At another time, a sperm sample was refused and the clinic was not willing to be flexible to accept it to move forward with a procedure. The hours for the andrology lab seem to be very rigid with no flexibility for men with anxiety or timing concerns. No alternatives were presented outside of seeing a urologist or therapist.
7
Doctor
Serena Chen
NPS
Humanity
3 of 5
Communication
3 of 5
Frequency Seen
1 of 5
Trustworthiness
3 of 5
Compassion
4 of 5
Explained risks
4 of 5
Adaptability
3 of 5
6
Clinic
Institute for Reproductive Medicine & Science
Livingston
NPS
Operations
3 of 5
Scheduling
4 of 5
Billing Department
4 of 5
Nursing Staff
3 of 5
Clinic Atmosphere
3 of 5
Educational Resources
6 of 5
Verified

This patient has provided documentation of treatment at this clinic.

2019 - 2020, Unsuccessful
NPS
0
NPS
2
Age 32 - 33
2 IUI
1 IVF
Unexplained
East Asian
Income $200K - $499K
Nurse or HC Services
2nd of 2 Docs
1 IVF With Other Docs
Doesn't Recommend
Doesn't Recommend
Unsuccessful
dr chen is a knowledgeable doctor who spends her a lot of her time researching and making a name of herself on social media. however, her treatment plans for her patients are not of newer medicine that she often speaks about on social media. she does not reach out to you on her own free will bc you are her patient. she will only speak w you on an appointment basis. with that said, after failed IVF and IUIs, i only speak w a nurse from the office and do not hear from her personally.
IRMS makes you feel as if you’re just a statistic and nothing but $$. it’s really sad. as far as strengths, the office is very good with timing in doing bloodwork and ultrasounds. the office is well run when you need to come for morning monitoring especially during COVID times...they [nurses] were the ones that communicated with me 95% of the time. so i give them credit. however it is mainly done through messaging.
How was your experience with Serena Chen at Institute for Reproductive Medicine & Science?
dr chen is a knowledgeable doctor who spends her a lot of her time researching and making a name of herself on social media. however, her treatment plans for her patients are not of newer medicine that she often speaks about on social media. she does not reach out to you on her own free will bc you are her patient. she will only speak w you on an appointment basis. with that said, after failed IVF and IUIs, i only speak w a nurse from the office and do not hear from her personally. so if you’re looking for a doctor with compassion, find another one. shes even failed to show up to a scheduled appointment without notice and is often late to every appointment.
What's one piece of advice would you give a prospective patient of Serena Chen at Institute for Reproductive Medicine & Science?
don’t get caught up with social media hype. find a doctor who truly cares about you as a patient
During treatment, were you treated like a number or a human with Serena Chen at Institute for Reproductive Medicine & Science?
i never received phone calls after any of my treatments to discuss plans for the future, results and possibilities of why it failed. only time i would speak w dr. chen was through an appointment which she was always late to or didn’t show up.
Describe the protocols Serena Chen used in your cycles at Institute for Reproductive Medicine & Science and their degree of success.
clomid and ovidrel for IUI and i can’t recall for IVF. IVF didn’t have any embryos to transfer.
Describe your experience with your nurse at Institute for Reproductive Medicine & Science. (Assigned nurse: pam vanzant)
they were the ones that communicated with me 95% of the time. so i give them credit. however it is mainly done through messaging.
Describe your experience with Institute for Reproductive Medicine & Science.
i hate to say this bc i work in healthcare and you’d like to think people have your best interest — IRMS makes you feel as if you’re just a statistic and nothing but $$. it’s really sad. as far as strengths, the office is very good with timing in doing bloodwork and ultrasounds. the office is well run when you need to come for morning monitoring especially during COVID times.
Describe the costs associated with your care under Serena Chen at Institute for Reproductive Medicine & Science.
care was covered 100% due to my insurance coverage
Describe Serena Chen's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Institute for Reproductive Medicine & Science.
only does eSET for the safety of the mother
What specific things went wrong at Institute for Reproductive Medicine & Science?
  • Lost appointments
  • Failed to call with results
Describe the specific things that went wrong at Institute for Reproductive Medicine & Science.
failed to order the correct blood test that was requested by me as a patient and lost appointment
0
Doctor
Serena Chen
NPS
Humanity
1 of 5
Communication
2 of 5
Frequency Seen
1 of 5
Trustworthiness
3 of 5
Compassion
2 of 5
Explained risks
3 of 5
Adaptability
1 of 5
2
Clinic
Institute for Reproductive Medicine & Science
Livingston
NPS
Operations
4 of 5
Scheduling
3 of 5
Billing Department
5 of 5
Nursing Staff
3 of 5
Clinic Atmosphere
1 of 5
Educational Resources
6 of 5
2016 - 2017, Unsuccessful
NPS
6
NPS
2
Age 33 - 34
3 IUI
Unexplained
European
Only Doc Seen
Doesn't Recommend
Doesn't Recommend
Unsuccessful
Dr. Chen was very attentive during the sit down visits and took time to answer the questions. In between the communication was a bit lacking, the doctor only called to deliver negative pregnancy results and it was difficult to get a hold of her on the phone with questions...Dr.Chen only does ultrasounds during the initial visits and never the ones during the cycles...The doctor is very nice and very detailed, though it's expected that you learn the process through on-line videos and some questions you know to ask only after the treatment is finished.
Waiting time [at IRMS] is BAD...It took me some time to force a nurse to give me chart of IVF with expected timing, procedures and dosages since she didn't want to make me feel that everything will go as expected. The billing is messy unless you control it, there are no paper bills coming in mail, if billing person is on vacation there is no communication between the person on vacation and replacement person...Technicians doing ultrasound usually are not very warm
How was your experience with Serena Chen at Institute for Reproductive Medicine & Science?
The doctor is very nice and very detailed, though it's expected that you learn the process through on-line videos and some questions you know to ask only after the treatment is finished. E.g. we did 1 cycle of IVF and during the visit it was expected that the meds would change due to poor response first time. During next cycle I received prelim chart with the same dosages and no comment from the nurse/doc. It took me some time to force a nurse to give me chart of IVF with expected timing, procedures and dosages since she didn't want to make me feel that everything will go as expected. The billing is messy unless you control it, there are no paper bills coming in mail, if billing person is on vacation there is no communication between the person on vacation and replacement person. So at the start of one of my first IVF they forgot to get my authorization from insurance. With meds: sometimes the authorization for the medicine is not sent to the pharmacy and the other time the prescription should be changed due to wrong med name. As usual some nurses and docs doing ultrasound are nice, but there are a lot of them who are very rush and abrupt, 50% of time i got bruises after routine bloodwork . People on the phone are most of the time talk to you like they've never were trained to talk to the clients on the phone, never mind patients. The only professionally sounded people are on the general Livingston number and nurses on call. Technicians doing ultrasound usually are not very warm (especially there is one in Hoboken and one other patient in the room said that her experience was not warm as well) and they don't talk to you/your partner what they are doing at all. Even doctors who do the ultrasound are not commenting on what they see. Dr.Chen only does ultrasounds during the initial visits and never the ones during the cycles. More times than needed I felt as a number and as a part of the huge standard fertility factory that making standard protocols and not addressing my particular situation. Dr. Chen is nice, but overall experience with the facility is not making me feel welcomed.
What's one piece of advice would you give a prospective patient of Serena Chen at Institute for Reproductive Medicine & Science?
Be prepared to control everything in the cycle, insist on getting the schedules, read a lot on-line, read other reviews. Be prepare to have it rough.
During treatment, were you treated like a number or a human with Serena Chen at Institute for Reproductive Medicine & Science?
Dr. Chen was very attentive during the sit down visits and took time to answer the questions. In between the communication was a bit lacking, the doctor only called to deliver negative pregnancy results and it was difficult to get a hold of her on the phone with questions.
Describe the protocols Serena Chen used in your cycles at Institute for Reproductive Medicine & Science and their degree of success.
IUIs were on chlomid, all looked very good, no problems with number of folluculs, but all 3 - negative. First IVF was on follistin 300 and menopur 150. Due to the planned facility shutdown, we had to time the next period and I was taking contraceptive meds. After that there was 1 follicul leftover and there were not enough of other so the cycle was cancelled. The doctor recommended the prep cycle, but i refused since i didn't know how my body will respond to extra meds and the studies show mixed results. The second cycle there is another leftover, and the meds added the ganorelix 150. the doctor recommends growth hormone (mixed studies), accupuncture and CoQ10 and Vit D (all - no proven medical results). Questions to doctor 1) what to do with leftover follicules - doctor recommend to do nothing, 2) the doctor never texted if I have an ovulation by my own - it's assumed that the meds provoke it.
Describe your experience with your nurse at Institute for Reproductive Medicine & Science. (Assigned nurse: Pamela)
Please see my comments on the doctor
Describe your experience with Institute for Reproductive Medicine & Science.
Waiting time is BAD - expected bloodwork at Livingston (weekends) and ultrasound b/w 6:30 and 7:30 but we rarely left before 8 am. Hoboken is very bad as well, Hoboken reception has trouble having their PC be switched at the time of the start of the shift, so you wait extra time to make a copayment as well. Hoboken reception is extremely slow. Hoboken manager on the floor is responcive on complaints, I've complained about the technicial and next time I had same technician but accompanies by some nurse, taking notes.
Describe the costs associated with your care under Serena Chen at Institute for Reproductive Medicine & Science.
it was round $2000 for IUIs and now with IVF - growth hormone alone is $2000, visits - $150
Describe Serena Chen's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Institute for Reproductive Medicine & Science.
There is recommendation for only 1 embrio - since multiple pregnancy could be more risky for both mother and potential babies.
What specific things went wrong at Institute for Reproductive Medicine & Science?
  • Failed to call in prescriptions to pharmacy
  • Failed to call with results
  • Failed to inform you of changes in protocol
6
Doctor
Serena Chen
NPS
Humanity
3 of 5
Communication
4 of 5
Frequency Seen
1 of 5
Trustworthiness
5 of 5
Compassion
4 of 5
Explained risks
4 of 5
Adaptability
3 of 5
2
Clinic
Institute for Reproductive Medicine & Science
Jersey City
NPS
Operations
2 of 5
Scheduling
5 of 5
Billing Department
2 of 5
Nursing Staff
3 of 5
Clinic Atmosphere
5 of 5
LGBTQ
2017, Successful
NPS
10
NPS
10
Age 36
Male Factor
Black or African-American
Income $100K - $199K
Teacher
Only Doc Seen
IVF With Other Docs
Donor Eggs With Other Docs
Surrogacy With Other Docs
LGBTQ
Strongly Recommends
Strongly Recommends
Successful
Our experience with Dr. Chen has been invaluable. Her knowledge and willingness to educate others has been essential to our process. Dr. Chen consistently made herself available to answer any question we had during the process. In addition, Dr. Chen always made the effort to supply us with resources that extended beyond her clinic.... Dr. Chen is extremely thorough from the onset of treatment throughout the entire process. She is extremely knowledgeable in the field and loves to share the latest information.
The overal atmosphere [at the Institute for Reproductive Medicine and Science] is very inviting. Everyone from the front desk employees up to the doctors are the most pleasant people to work with. Communication would be a strength for this clinic. Everyone is always kept up to date with any changes or appointments.... Our nurse coordinator has been attentive throughout the process. We never had any issues with communication. The nurse made herself available to us when we needed her. In addition, she was very well organized and kept the team up to date with any information that needed to be shared.
How was your experience with Serena Chen at Institute for Reproductive Medicine & Science?
Our experience with Dr. Chen has been invaluable. Her knowledge and willingness to educate others has been essential to our process. Dr. Chen consistently made herself available to answer any question we had during the process. In addition, Dr. Chen always made the effort to supply us with resources that extended beyond her clinic.
What's one piece of advice would you give a prospective patient of Serena Chen at Institute for Reproductive Medicine & Science?
Be prepared to take it all in! Dr. Chen is extremely thorough from the onset of treatment throughout the entire process. She is extremely knowledgeable in the field and loves to share the latest information.
During treatment, were you treated like a number or a human with Serena Chen at Institute for Reproductive Medicine & Science?
Dr. Chen is an amazing doctor. Thorough out the process Dr. Chen made time to speak with us personally to keep us up to date on our process as well as making sure we were knowledgeable about each step of the process.
Describe your experience with your nurse at Institute for Reproductive Medicine & Science. (Assigned nurse: Mishia Brown)
Our nurse coordinator has been attentive throughout the process. We never had any issues with communication. The nurse made herself available to us when we needed her. In addition, she was very well organized and kept the team up to date with any information that needed to be shared.
Describe your experience with Institute for Reproductive Medicine & Science.
The overal atmosphere is very inviting. Everyone from the front desk employees up to the doctors are the most pleasant people to work with. Communication would be a strength for this clinic. Everyone is always kept up to date with any changes or appointments.
Describe the costs associated with your care under Serena Chen at Institute for Reproductive Medicine & Science.
At this point I wish I had more details to provide regarding fees. We are still in the process of completing the IVF process. We also were very lucky that insurance covered most of the IVF.
10
Doctor
Serena Chen
NPS
Humanity
5 of 5
Communication
5 of 5
Frequency Seen
5 of 5
Compassion
5 of 5
Explained risks
5 of 5
Adaptability
5 of 5
10
Clinic
Institute for Reproductive Medicine & Science
Hoboken
NPS
Operations
5 of 5
Scheduling
5 of 5
Billing Department
5 of 5
Nursing Staff
5 of 5
Clinic Atmosphere
6 of 5
Educational Resources
7 of 5
Verified

This patient has provided documentation of treatment at this clinic.

2015 - 2016, Unknown Success
NPS
4
NPS
4
Age 43 - 44
2 IVF
Poor Egg Quality
Uterine Fibroids
Unexplained
Black or African-American
Income $100K - $199K
Marketer or PR
1st of 3 Docs
1 IUI With Other Docs
3 IVF With Other Docs
Doesn't Recommend
Doesn't Recommend
Success w/ Doc Too early to know
I emailed the nurse [at IRMS] pretty much every day and would repeatedly ask for the Dr. I would say the only time that I really heard from was after the retrievals and when I had to come in after the transfer and after the last cycle ended. They [Dr. Chen] didn't test my thyroid the first cycle, but she discovered for the 2nd that "oh, we should have tested this the first time around". There was also the way I felt they were pushing donor eggs on me; knowing my hesitance with that choice, right out the gate. I believe she is probably a great doctor for other patients; I just don't believe she was a good fit for me.
This clinic [IRMS - Livingston] has a lot of patients and perhaps if they had less patients the ones who visit would feel a bit more at ease... There seemed to be a bit of a disconnect with the nurses ( who at times seemed burnt out and just over it) and the Doctors.... I really liked my second nurse and honestly made things a lot better the second go round.... sometimes the nurses that would do the Ultrasound didn't seem very versed on how to administer them.
How was your experience with Serena Chen at Institute for Reproductive Medicine & Science?
I should have trusted my gut, after the first time my name was mispronounced. But, I looked at it as not as important if her aid was going to ultimately lead me to the success that I was looking for. I emailed the nurse pretty much every day and would repeatedly ask for the Dr. I would say the only time that I really heard from was after the retrievals and when I had to come in after the transfer and after the last cycle ended. They didn't test my thyroid the first cycle, but she discovered for the 2nd that "oh, we should have tested this the first time around". There was also the way I felt they were pushing donor eggs on me; knowing my hesitance with that choice, right out the gate. I believe she is probably a great doctor for other patients; I just don't believe she was a good fit for me.
What's one piece of advice would you give a prospective patient of Serena Chen at Institute for Reproductive Medicine & Science?
Just take the time to listen to your patients; and maybe make yourself a bit more available.
During treatment, were you treated like a number or a human with Serena Chen at Institute for Reproductive Medicine & Science?
I went in there a bit naive. I figured because the first visit was so welcoming that my experience across the board would be as such. I was unaware of how many other women were experiencing the same challenges, as I was. There seemed to be a bit of a disconnect with the nurses ( who at times seemed burnt out and just over it) and the Doctors. The Doctors also mispronounced my name each and ever time I spoke with one of them.
Describe the protocols Serena Chen used in your cycles at Institute for Reproductive Medicine & Science and their degree of success.
I honestly don't remember the overall protocol for either cycle. I know for the first cycle (where we were able to transfer) it was a more aggressive protocol. For the second cycle, there was not as many meds. Estrogen Patch Clomid Follistim Ganirellex Letrozole not in that order, were the main meds that I took
Describe your experience with your nurse at Institute for Reproductive Medicine & Science. (Assigned nurse: Anne)
My first Nurse was a lot more mechanical than my second nurse ( who I asked for specifically because of the first nurse's disposition) I also had an issue with one of there Phlebotomists, who constantly would leave me with bruises. The women at the front desk were really wonderful about making sure that I didn't have to see her after the first couple of times I was bruised.
Describe your experience with Institute for Reproductive Medicine & Science.
You should come in prepared with questions and don't feel afraid to ask them. Be your own advocate as this struggle is never as important for anyone else as it will be for you. This clinic has a lot of patients and perhaps if they had less patients the ones who visit would feel a bit more at ease.
Describe your experience with your monitoring appointments at Institute for Reproductive Medicine & Science.
I had issues with one phlebotomist in particular, but they changed her out & sometimes the nurses that would do the Ultrasound didn't seem very versed on how to administer them.
Describe the costs associated with your care under Serena Chen at Institute for Reproductive Medicine & Science.
in total over 22k.
What specific things went wrong at Institute for Reproductive Medicine & Science?
  • Failed to order appropriate test
  • Provided conflicting information
Describe the specific things that went wrong at Institute for Reproductive Medicine & Science.
I wish that they would have addressed the low vitamin D and thyroid concerns earlier on; as that could have affected what was happening. I really liked my second nurse and honestly made things a lot better the second go round. If I could take her from their sister clinic and had her at the clinic I went to; I believe the nerves and anxiety I felt throughout could have been eased a bit.
4
Doctor
Serena Chen
NPS
Humanity
3 of 5
Communication
3 of 5
Frequency Seen
1 of 5
Compassion
4 of 5
Explained risks
3 of 5
Adaptability
2 of 5
4
Clinic
Institute for Reproductive Medicine & Science
Livingston
NPS
Operations
4 of 5
Scheduling
3 of 5
Billing Department
3 of 5
Nursing Staff
3 of 5
Clinic Atmosphere
5 of 5
Educational Resources
5 of 5
Verified

This patient has provided documentation of treatment at this clinic.

2014 - 2016, Successful
NPS
8
NPS
9
Age 33 - 35
3 IUI
2 IVF
Diminished Ovarian Reserve
Endometriosis
Poor Egg Quality
Unexplained
Black or African-American
Income $100K - $199K
Only Doc Seen
Neutral
Strongly Recommends
Successful
Dr Chen was quite busy most days, sometimes arriving a little late or cutting our visits a little short. But I believe that was due to her being the director at the facility. But she has a good knowledge base and always remained positive during the 3 years I was under her care.... he’s also available via phone or email to answer questions or concerns. There were many of times that I called her clarity and she was very helpful. But you should also know, while she’s your main doctor, you likely will not get her for your retrieval or transfer, as that’s based on the rotating schedule they have between the doctors at IRMS.
IRMS is a machine. The waiting room at the Livingston office can be intimidating as you may feel like a number until you have one on ones with your nurse/doctor. During my second retrieval, they’d updated their website to allow you to track your progress during the cycles and notated all of the information on the site regarding your progesterone, estrogen, and beta levels. It was good to have that information readily available at your fingertips.
How was your experience with Serena Chen at Institute for Reproductive Medicine & Science?
Dr Chen was quite busy most days, sometimes arriving a little late or cutting our visits a little short. But I believe that was due to her being the director at the facility. But she has a good knowledge base and always remained positive during the 3 years I was under her care.
What's one piece of advice would you give a prospective patient of Serena Chen at Institute for Reproductive Medicine & Science?
If you can’t have a face to face meeting with Dr. Chen, know that she’s also available via phone or email to answer questions or concerns. There were many of times that I called her clarity and she was very helpful. But you should also know, while she’s your main doctor, you likely will not get her for your retrieval or transfer, as that’s based on the rotating schedule they have between the doctors at IRMS. So if you want to be seen by her exclusively, that will be tough.
During treatment, were you treated like a number or a human with Serena Chen at Institute for Reproductive Medicine & Science?
While the IRMS clinic seemed to be a machine with respect to the patients, the doctor listened to my concerns, provided recommendations that get “better” results during the second retrieval, and she remained highly positive (while I struggled to believe) that we would have a baby under her care.
Describe the protocols Serena Chen used in your cycles at Institute for Reproductive Medicine & Science and their degree of success.
My first egg retrieval yielded 9 eggs and for my age at the time that seemed low. During the next cycle, the doctor and nursers provided recommendations to possibly boost egg quality to get better results. While my injectables remained the same, I also took dhea and cq10 for a few months before my second cycle to potentially yeild better egg quality. It was also recommended that I utilize acupuncture, which I did.
Describe your experience with your nurse at Institute for Reproductive Medicine & Science.
The nursing staff was great! As a type A person, I needed to know the status of things at all times and they were very accommodating to my requests and needs. No question or concern was ever too small or silly.
Describe your experience with Institute for Reproductive Medicine & Science.
IRMS is a machine. The waiting room at the Livingston office can be intimidating as you may feel like a number until you have one on ones with your nurse/doctor. During my second retrieval, they’d updated their website to allow you to track your progress during the cycles and notated all of the information on the site regarding your progesterone, estrogen, and beta levels. It was good to have that information readily available at your fingertips.
Describe the costs associated with your care under Serena Chen at Institute for Reproductive Medicine & Science.
Through the 3 IUIs, 2 egg retrieval’s, and 3 transfers, he cost was approximately $25,000 (inclusive of meds)
8
Doctor
Serena Chen
NPS
Humanity
4 of 5
Communication
4 of 5
Frequency Seen
4 of 5
Trustworthiness
4 of 5
Compassion
4 of 5
Explained risks
4 of 5
Adaptability
3 of 5
9
Clinic
Institute for Reproductive Medicine & Science
Clark
NPS
Operations
4 of 5
Scheduling
5 of 5
Billing Department
3 of 5
Nursing Staff
5 of 5
Clinic Atmosphere
4 of 5
Educational Resources
7 of 5
Verified

This patient has provided documentation of treatment at this clinic.

2014 - 2015, Unsuccessful
NPS
0
NPS
0
Age 32 - 33
European
Income $200K - $499K
Sales Representative
1st of 2 Docs
2 IUI With Other Docs
1 IVF With Other Docs
Egg Freezing With Other Docs
Embryo Freezing With Other Docs
Doesn't Recommend
Doesn't Recommend
Unsuccessful
Dr. Chen was scattered and flighty. No matter how many times I saw her or spoke with her, she never seemed to know who I was...Seeing Dr. Chen was a terrible experience. We started IUI and failed several times. Meanwhile, every single time I went in for monitoring, one of the Dr.'s commented on the giant cyst on one of my ovaries, but no one ever mentioned doing anything about it. After feeling confused by conversations with Dr. Chen, my husband and I decided to get a second opinion.
The clinic (IRMS) was a nightmare! They would open the doors at 6 am, but the Dr.'s wouldn't show up until 7. So if you were in the first 5 people through the door, you waited a minimum of 1 hour and 15 minutes. If you were after the first 5 people, you were there 1 hour and 30 minutes or longer. You were treated like cattle. The feeling was always one of "how many people can we squeeze through the door in one day".
How was your experience with Serena Chen at Institute for Reproductive Medicine & Science?
Seeing Dr. Chen was a terrible experience. We started IUI and failed several times. Meanwhile, every single time I went in for monitoring, one of the Dr.'s commented on the giant cyst on one of my ovaries, but no one ever mentioned doing anything about it. After feeling confused by conversations with Dr. Chen, my husband and I decided to get a second opinion. When we went to the other fertility clinic (RMA - which I highly recommend!), the Dr. refused to start any type of fertility treatments until the cyst was surgically removed. He said it was dangerous and could potentially pop, harming the baby if I were to get pregnant. I went back to Dr. Chen with this information and she responded with "That seems like a reasonable plan of action". YET she never mentioned it herself and was actively trying to get me pregnant!
What's one piece of advice would you give a prospective patient of Serena Chen at Institute for Reproductive Medicine & Science?
Run! Go to a different Dr.
During treatment, were you treated like a number or a human with Serena Chen at Institute for Reproductive Medicine & Science?
Dr. Chen was scattered and flighty. No matter how many times I saw her or spoke with her, she never seemed to know who I was.
Describe the protocols Serena Chen used in your cycles at Institute for Reproductive Medicine & Science and their degree of success.
I did not receive any positive results with Dr. Chen
Describe your experience with your nurse at Institute for Reproductive Medicine & Science.
Nurse was nice and provided reasonable explanations for treatment plans, medications, etc.
Describe your experience with Institute for Reproductive Medicine & Science.
The clinic was a nightmare! They would open the doors at 6 am, but the Dr.'s wouldn't show up until 7. So if you were in the first 5 people through the door, you waited a minimum of 1 hour and 15 minutes. If you were after the first 5 people, you were there 1 hour and 30 minutes or longer. You were treated like cattle. The feeling was always one of "how many people can we squeeze through the door in one day".
Describe the costs associated with your care under Serena Chen at Institute for Reproductive Medicine & Science.
Everything was covered by health insurance, which is what made it so attractive.
What specific things went wrong at Institute for Reproductive Medicine & Science?
  • Provided conflicting information
  • Failed to convey critical information
Describe the specific things that went wrong at Institute for Reproductive Medicine & Science.
I would never recommend this clinic to anyone! They seem to care more about the money than they do about patient care.
0
Doctor
Serena Chen
NPS
Humanity
1 of 5
Communication
1 of 5
Frequency Seen
3 of 5
Trustworthiness
1 of 5
Compassion
1 of 5
Explained risks
1 of 5
Adaptability
1 of 5
0
Clinic
Institute for Reproductive Medicine & Science
Hackensack
NPS
Operations
1 of 5
Scheduling
3 of 5
Billing Department
2 of 5
Nursing Staff
3 of 5
Clinic Atmosphere
1 of 5
Educational Resources
4 of 5
Verified

This patient has provided documentation of treatment at this clinic.

2019, Successful
NPS
10
NPS
10
Age 24
Tubal Blockage
European
Latinx
Income $50K - $99K
Teacher
Only Doc Seen
Fertility Medications With Other Docs
Strongly Recommends
Strongly Recommends
Successful
Dr Chen is warm, very knowledgeable and no nonsense. She explains everything, answers questions and truly listens to out concerns. She is also very kind when giving bad news, which is something I've struggled with in the past when seeing other doctors.... Dr. Chen was such an amazing find. After being dismissed from 2 OB/GYN because "you're young, you have time. Just wait". She truly listen to my concerns, gathered info on my husband and I, out lifestyle, diet, everything, then proceeded to ask for the tests we needed.
The only weakness I found is that their jersey city office [IRMS] is not so nice looking. Is generally clean and comfortable but I'd hope it to be a little fancier when you're paying thousands of dollars for a treatment.... Nataliya is great. She always gets back to me and answers my emails. She's not as kind and delicate as Dr. Chen but I also appreciate the quick straight to the point info she gives me.... The cycle of ivf (fresh transfer) will cost $9k, plus 5-8 thousand more for medication.
How was your experience with Serena Chen at Institute for Reproductive Medicine & Science?
Dr Chen is warm, very knowledgeable and no nonsense. She explains everything, answers questions and truly listens to out concerns. She is also very kind when giving bad news, which is something I've struggled with in the past when seeing other doctors.
What's one piece of advice would you give a prospective patient of Serena Chen at Institute for Reproductive Medicine & Science?
Call way ahead. It took me 6 weeks to get the first appointment.
During treatment, were you treated like a number or a human with Serena Chen at Institute for Reproductive Medicine & Science?
Dr. Chen was such an amazing find. After being dismissed from 2 OB/GYN because "you're young, you have time. Just wait". She truly listen to my concerns, gathered info on my husband and I, out lifestyle, diet, everything, then proceeded to ask for the tests we needed. Whenever we got a result that wasn't great, she called me personally which was very helpful to discuss options from the get go. We will proceed to do IVF with her and I'd trust her with my eyes closed.
Describe the protocols Serena Chen used in your cycles at Institute for Reproductive Medicine & Science and their degree of success.
Not there yet, but we'll 100% have to do IVF since my tubes are blocked.
Describe your experience with your nurse at Institute for Reproductive Medicine & Science. (Assigned nurse: Nataliya.)
Nataliya is great. She always gets back to me and answers my emails. She's not as kind and delicate as Dr. Chen but I also appreciate the quick straight to the point info she gives me.
Describe your experience with Institute for Reproductive Medicine & Science.
The only weakness I found is that their jersey city office is not so nice looking. Is generally clean and comfortable but I'd hope it to be a little fancier when you're paying thousands of dollars for a treatment.
Describe the costs associated with your care under Serena Chen at Institute for Reproductive Medicine & Science.
The cycle of ivf (fresh transfer) will cost $9k, plus 5-8 thousand more for medication.
10
Doctor
Serena Chen
NPS
Humanity
5 of 5
Communication
5 of 5
Frequency Seen
5 of 5
Trustworthiness
5 of 5
Compassion
5 of 5
Explained risks
4 of 5
Adaptability
5 of 5
10
Clinic
Institute for Reproductive Medicine & Science
Jersey City
NPS
Operations
4 of 5
Scheduling
4 of 5
Billing Department
4 of 5
Nursing Staff
5 of 5
Clinic Atmosphere
4 of 5
Educational Resources
7 of 5
2013 - 2015, Successful
NPS
10
NPS
8
Age 29 - 31
1 IUI
Anovulation
Unexplained
Latinx
Income $50K - $99K
Nurse or HC Services
3rd of 3 Docs
8 Fertility Medications With Other Docs
Strongly Recommends
Neutral
Successful
Dr Chen gets to know me like a person and offers options and new research. She doesn't try to push unnecessary tests or treatments. Always gives you the options with pros and cons.
The day I was supposed to start my injections, the pharmacy had not delivered them to me at my home. The nurse arranged for some medications to be held at the front desk for me so I did not have to delay my treatment.
How was your experience with Serena Chen at Institute for Reproductive Medicine & Science?
We have had minimal progress to date but are taking a cautious treatment plan to avoid overstimulation. Dr Chen sits with you and enjoyed the potential plan and answers any questions you may have. On the days that I have my ultrasound, the physician that is on call performs the ultrasound which may or may not be Dr Chen. I have had no problems with any of the other physicians in the practice although I would be more comfortable discussing the progress with my primary MD than the oncall specialists (even if they are more senior). I call Dr Chen or she calls me to update me on the revised plan our if we are going to stay on course.
What's one piece of advice would you give a prospective patient of Serena Chen at Institute for Reproductive Medicine & Science?
Trust her and ask questions. She's open to dialogue!
During treatment, were you treated like a number or a human with Serena Chen at Institute for Reproductive Medicine & Science?
Dr Chen gets to know me like a person and offers options and new research. She doesn't try to push unnecessary tests or treatments. Always gives you the options with pros and cons
Describe your experience with your nurse at Institute for Reproductive Medicine & Science. (Assigned nurse: Ann)
The day I was supposed to start my injections, the pharmacy had not delivered them to me at my home. The nurse arranged for some medications to be held at the front desk for me so I did not have to delay my treatment. I received my pharmacy shipment 2 days later and have not missed a dose because of her
10
Doctor
Serena Chen
NPS
Humanity
5 of 5
Communication
5 of 5
Frequency Seen
4 of 5
Trustworthiness
5 of 5
Compassion
5 of 5
Explained risks
5 of 5
Adaptability
5 of 5
8
Clinic
Institute for Reproductive Medicine & Science
Westfield (closed)
NPS
Operations
5 of 5
Scheduling
4 of 5
Billing Department
5 of 5
Nursing Staff
4 of 5
Clinic Atmosphere
5 of 5
Educational Resources
7 of 5
LGBTQ
Verified

This patient has provided documentation of treatment at this clinic.

2017, Successful
NPS
10
NPS
10
Age 35
3 IUI
1 IVF
European
Income $100K - $199K
Entrepreneur
Only Doc Seen
Donor Sperm
LGBTQ
Strongly Recommends
Strongly Recommends
Successful
Dr. Chen was always available, listened to our concerns and answered every question. She inspired confidence and was wonderful to work with.... Dr. Chen is excellent. I have and will continue to recommend her. She is kind, smart and came up with a course of action tailored specifically to us. We always felt she had our best interests in mind.... My embryos were very healthy and given my age they would only transfer one embryo to lower the chance of twins.
Doctors and nurses [IRMS] are excellent. Some members of the finance team are very difficult to work with. Our assigned financial coordinator was the only negative person throughout the experience. She was not well informed and gave false information often... I can’t say enough good things about Anne [nurse]. She was smart, kind and compassionate.... Dr. Chen was always available, listened to our concerns and answered every question.
How was your experience with Serena Chen at Institute for Reproductive Medicine & Science?
Dr. Chen is excellent. I have and will continue to recommend her. She is kind, smart and came up with a course of action tailored specifically to us. We always felt she had our best interests in mind.
What's one piece of advice would you give a prospective patient of Serena Chen at Institute for Reproductive Medicine & Science?
Don’t hesitate to ask questions.
During treatment, were you treated like a number or a human with Serena Chen at Institute for Reproductive Medicine & Science?
Dr. Chen was always available, listened to our concerns and answered every question. She inspired confidence and was wonderful to work with.
Describe the protocols Serena Chen used in your cycles at Institute for Reproductive Medicine & Science and their degree of success.
3 IUI then consider moving on to IVF considering we were using frozen sperm
Describe your experience with your nurse at Institute for Reproductive Medicine & Science. (Assigned nurse: Anne)
I can’t say enough good things about Anne. She was smart, kind and compassionate.
Describe your experience with Institute for Reproductive Medicine & Science.
Doctors and nurses are excellent. Some members of the finance team are very difficult to work with. Our assigned financial coordinator was the only negative person throughout the experience. She was not well informed and gave false information often
Describe Serena Chen's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Institute for Reproductive Medicine & Science.
My embryos were very healthy and given my age they would only transfer one embryo to lower the chance of twins. We were happy with this decision.
10
Doctor
Serena Chen
NPS
Humanity
5 of 5
Communication
5 of 5
Frequency Seen
3 of 5
Trustworthiness
5 of 5
Compassion
5 of 5
Explained risks
5 of 5
Adaptability
5 of 5
10
Clinic
Institute for Reproductive Medicine & Science
Westfield (closed)
NPS
Operations
5 of 5
Scheduling
5 of 5
Billing Department
1 of 5
Nursing Staff
5 of 5
Clinic Atmosphere
4 of 5
Educational Resources
7 of 5