New Hope Center for Reproductive Medicine (CCRM Network Clinic)

There was a medication as part of my protocol, but I wasn't written a prescription for it. After I called and asked, they contacted the pharmacy to order it for me.

Mostly I was frustrated by the lack of attention the support staff paid to answering my questions in a timely manner. When time is of the essence and you have a strict protocol to follow leading up to a retrieval or transfer, it makes you sweat if you don't get an answer to your question the same day. I also did not feel like the financial team cared to do anything to help you save money - they just threw a bunch of brochures and links at you and sent you on your way. Their financial team also did not bother to submit paperwork to my insurance - they said that was my responsibility because they knew that my insurance did not cover fertility treatments. When I switched fertility clinics, their financial people did submit my paperwork to my insurance on my behalf and many of tests and prescriptions were covered!

I had no problems with dr Robin or her team. My problems stem from Tammy. Afternciting that she had lost my quote price 3 times she then quoted me the highest number yet. I went home and found the sheet she gave me and went back and showed her. She threw it in the garbage and said that it wasn’t correct and she made me a copy of the higher priced one. Each time I needed to fill out something she would take her time getting to the office. Everyone was always looking for her and she was never found. She’s incompetent and on a high horse of her own. I think the nepotism needs to stop and for that office to open their eyes!

I was not informed that once I was pregnant, going off a medication could cause bleeding. I started bleeding at 11 weeks and called the clinic and they told me I had been discharged and to go to the emergency room.

I had a genetic blood test done at 10 weeks for chromosomal abnormalities and an added plus we got to know the gender. They gave us the results the following week and it said girl. But at our regular obgyn at our anatomy ultrasound at 18 weeks we found out we were having a boy. Come to find out. The lab that ran the test had a mistake and re did the test and sent new results to New Hope right away and we never heard about it until I called after my anatomy ultrasound freaking out.

Waiting room times were horrendous - about 30-45 minutes in the waiting room and another 15-30 minutes in the exam room. Lab waiting times were about 15 minutes. IVF should have been a recommendation up front because of my PCOS; it was not suggested until we'd wasted money on 3 failed IUIs. My IVF journey was delayed almost a year by a nurse not explaining the information she gave me on my odds of conceiving and my resulting depression over it. After I was pregnant with twins and nearing the end of my monitoring cycle, I requested an OB/GYN referral I never received. I chose my own doctor. No one explained what to look for, and I was unaware that I should be seeing a "high-risk" pregnancy doc, and ended up not being monitored closely enough and gave birth at 20 weeks. Staff repeatedly dropped the ball with my med refills. The two major incidents required me to contact the Office Manager to resolve the issues. I found myself suddenly "shopped out" to an outside Endocrinologist after my last annual and labs. I was told I was now diabetic, even though the new doc says I am not. I believe I was sent elsewhere because I had not been enrolled in an IVF cycle for 5 years while I saved up for another round of IVF. During the referral process, staff dropped the ball forwarding records and paperwork to the new doc. It took 3 months of constant back and forth with both offices; I had to contact the Office Manager again to resolve those issues. I requested a copy of my med records at the end of April 2016. It's October and I finally just got my requested copy. I gave New Hope chance after chance for eight years; I'm taking my dreams, and my money, elsewhere.

Clinical: medication instructions post retrieval were not complete. It was in the physician's notes to resume an important medication, but that information was not included in my post op orders. I didn't resume it until a follow up visit three days later when I saw the physician again. Also, sometimes I had refill requests that were delayed.

It was really close to one of my procedures and I didnt have any information sent to me yet. This was my second time doing IVF so I knew what to expect and the second time I was left in the dark. I was very upset and emailed Dr. Robin. She was out of town emailed me back right away apologized and fixed the situation.

I had a pap smear done in the office. No one followed up on the results in a timely manner. When I finally asked, I had already started my simulation cycle before they told me it was abnormal and I needed investigation. Thus, if we would have had a successful stim cycle (which we didn't) we wouldn't have been able to transfer fresh embryos. They would have to be frozen and transferred after we finished the workup for abnormal pap smear. I wasn't happy about the miscommunication in this regard.

I just had one frustrating experience with the front desk. My grandfather had recently died, and I just wanted to speak with the cycle coordinator about my schedule. The front desk attendant failed to understand me and told the coordinator I wanted to cancel. Furthermore, she denied my requests to speak with coordinator. I was very distraught over my grandfather's passing, and I wish she had escorted me to a private location rather than leaving me in the waiting area with the other patients. It was a simple miscommunication that could have been avoided if she would have just listened to me.

I had to call to get my results on my blood testing that was done.

When Dr Perez was at this clinic they failed to call me with both my first transfer results until the next day and miscarriage blood work results until I got gruff with the after hours service.

There were a few times I didn’t get a phone call with results when promised but usually due to dr not reviewing chart before close of business so I got a call first thing the next day.

They were minor in the scheme of things. I already outlined two of them with one nurse. I still thought that particular nurse was wonderful. We are all human.