Joseph Whelan

The entire team at REACH Fertility Clinic is outstanding. From the skilled nurses who guided us through every step of the process to the administrative staff who made scheduling a breeze, everyone contributed to our positive experience. The level of coordination and professionalism within the clinic was impressive.

Communication is a clear weakness. I don't know how anyone gets anything scheduled or taken care of. One day I called 30 times (not an exaggeration, I counted) and they answered the phone ONCE. The nursing team and the doctor were never on the same page. Multiple times we were told one thing by the nursing team only to have the doctor say something different days later. This resulted in having to wait another cycle before being able to take the next step (multiple times). They were awful with billing and paperwork as well. I never saw a single strength from this clinic or team. Other than taking our money and wasting our time.

Served breakfast in the lobby. Fruits, muffins, etc. I found that to be very nice since I’m a traveling patient and didn’t have time for breakfast. It’s a lot of moving around which isn’t bad but I think departments should be aligned in the order that the patient would see them.

It feels sterile when you first go and be prepared to talk about financing first. Billing can be a pain. And there have been some mix-ups at check-in for me like having me down for the wrong type of visit. But the hours are convenient. Monitoring can have a long wait, but I like that it's drop-in in the morning before I go to work. I also like that you can do everything in the building. Lab staff is also friendly. It is easy to schedule and I like using their online portal.

Strengths - Dr Whelan, availability, location, good communication between Doctors and Nursing team Weaknesses - BILLING DEPARTMENT! If you look up any reviews online, all the negative ones are related to billing. Honestly, I'm still so confused about my standings with this company's billing department. It doesn't help that their billing department is not located here for me to just talk to someone, and my Financial Counselor was little help. The put a rush on you to pay for treatments to begin, which doesn't leave any time for your insurance company to get squared away with their existing claims. They tried to get me to overpay by almost $1000 for my services because their information on how much of my deductible I had already met was severely off. So instead they just said, just pay the "non-billable" portion and we'll get started. So I did. Then I requested an updated bill for my IVF cycle and they said, we'll just bill you at the end. I've asked twice now for the total cost so I can just pay it outright and they won't do it. They double billed me for my first visit and I paid the portion it said I owed. Then the insurance company ended up paying it and we were supposed to get a refund check, which I told them was fine if they wanted to just put it as a credit on the account, but I'm not sure that even happened. After I hear back about my first egg retrieval I'll be calling them again to get a detailed account report to explain where we stand.

Weakness: Dr Whelan advised a surgical procedure prior to our first frozen embryo transfer. We regret listening to him. This caused uterine adhesions and Asherman's syndrome, which kept us from achieving pregnancy during all subsequent transfers. We should have tried a few transfers before surgery. We do not trust this clinic, and would caution against. Strengths: They have multiple doctors on staff, however, you do not get to meet or consult with them

Strengths: There are a lot of doctors and nurses so you could get there first thing in the morning for monitoring, they had nice facilities. They had information and tips to give to patients which was helpful, they knew what questions I was most likely to ask. Weaknesses: HORRIBLE, HORRIBLE, HORRIBLE billing department, even if my experience with the doctors and nurses were amazing, I would think twice about continuing to use them because their billing department is such a nightmare. They have way too many patients, there were visits where I waited more than 2 hours to be seen. My doctor was even almost an hour late to my 7am surgery. Treatments are too generic, didn't feel like they took their time with me, they had to stick to a schedule.

Strengths are my doctor and his team. They are clearly very skilled and reliable. Weakness is having to recently deal with nurses who do not work directly with my doctor. The communication seems to be lacking and I’d prefer to only deal with my doctors nursing team.

REACH is a very busy clinic. They primarily use an online portal for communication which can be accessed at any time and is efficient. Once you start a cycle, your appointments are very regimented. REACH does have an onsite surgery clinic and IVF lab so most of your procedures will be done there. The staff in the onsite surgery facility are awesome and so caring. My main challenge was with the billing department as the invoices do not contain details of what is being billed; however, this improved throughout our time at REACH.

Reach was Amazing. I always joked that they deal with women who are on a lot of hormones so they have to be sensitive. But they went above and beyond for me. At one point I was supposed to have a Ovidrel shot on a Sunday and unfortunately the mail order pharmacy messed up and i didn't get it. Reach went out of their way to find the Pharmaceutical rep and made them bring what i needed to my house! And this was the cycle that was successful. So if it hadn't been for the amazing staff at Reach providing amazing service, I wouldn't have had my son.

This clinic is well known and has opened a second location that’s much more convenient. I believe some communication could be a little better but they still are great. The clinic location in downtown is a little outdated but the new location is very nice.

Communication is sometimes a struggle but when in the office they are extremely friendly and helpful! Financial communication is hit or miss which can cause a lot of stress. As a new patient just be aware that blood work is always done first thing in the morning.

This is a well-known clinic. They are expensive and sometimes it feels as if they are just trying to get your money. We felt like we had so much that we didn’t know and we didn’t ever get a firm grasp on the realities of ur diagnosis. They were organized and have a great online system.

Very organized with the exception of the billing department. They waited too long to bill my insurance and I got a bill exactly one year later. Was not happy about it. Found out they also messed up the numbers on my file and then tried telling me that my insurance denied them. Not true.

Nurse/provider care is amazing however the front staff could use a little help with communication skills and people person skills. Billing Department is a little impersonal as well. I feel like because the office is so busy they have become immune to the worries of the patients that come in that office. Just don't let the front staff and billing Department ruin your feelings towards the medical staff.

Strengths would be niceness but weakness's would be office flow of paperwork and organization. The financial lady is even a bit mean. Returning phone calls can be a nightmare

Front desk administrators staff needs to communicate with each other more. Pay more attention when making appointments. Clinical staffs are pretty good with getting patients back to see the Drs. in a timely fashion. They are caring.

They offer before-work drop ins for monitoring and generally are on time for appointments during working hours. They do not map cycles around the clinic schedule like some clinics, and are EXTREMELY responsive on the patient portal.

The financial woman Diane was terrible. We almost did not proceed with Ivf because she was so incompetent. Luckily everyone else was great and we looked past it. All the doctors were great and I recommended this clinic to 2 couples and each have children through REACH.

I think this clinic is very focused on the goal to help patients grow their family. They genuinely care for you as a person/couple, and they want to support you throughout your journey. This season of life is hard and this clinic has made it easier to accept that we are struggling through infertility. A weakness would be the cost, and I know there isn't much they can do about that. It is truly the only downfall to having to have an IVF treatment at this clinic.

I like how they are well organized and they also have a support group coordinator for the women and partners that are going thru the infertility journey. That makes me think that the clinic cares about the patient well being and mental state that infertility can cause.

Reach was very flexible on the appointments. We got the first appointment in between 2 weeks when we have first called them. It is very convenient that they have multiple locations so that you don't have to go to uptown all the time.