Kristi Maas

The Front Desk team is great - they always remember you, speak to you personally when you sign in, and are usually good about pushing your records to the back if you're in a hurry. It's been the same people since I started, so the turn over rate seems low in that department. The Finance team is confusing and disorganized. They don't pay attention to detail and when you're watching every nickel and dime because fertility treatments are expensive even with insurance, that lack of attention is very frustrating. They had the wrong version of our insurance for months, and even though we told them each time we went in, they still wouldn't correct it which resulted in our paying out of pocket for most of the three rounds of IUI because we were so frustrated at the rates they were trying to charge us based on incorrect information that they wouldn't update. After a 6 month break from three rounds of failed IUI, we decided to move forward to a round of IVF. We decided we would approach everything in the financial department very aggressively. We did our research and went in with the paperwork to back up our requests and also told them that we preferred to only deal with the head of the finance department. After we explained everything to her about our past experience, she agreed to do better on our accounts. We haven't had to fight with them as much during this year, but we also haven't had to write the check for the IVF round. They are horrible at billing...we are still getting bills from them for procedures we had almost a year ago. Overall, the clinic is average...not super cutting edge, but also not too dated. They're prices are good which is probably why they have an overabundance of clients and always seem to be scattered and in a hurry.

Billing - could definitely improve. I have a hard time reaching them. They don't always call back when they say they will, etc. Lab - LOVE the lab! They are always prompt and ready to go. MUCH appreciated when so much time is spent there. Nursing team - could be more proactive and informative. Often feel like things are temporarily forgotten or they don't realize that the patient may not know all the things they know. They are comfortable in their jobs, but I think they could improve how comfortable they make the patient feel in their treatment.

Good at answering the call to make appointments. They usually are able to get people in for appointments very quickly. Sometimes billing can be a bit unclear, especially since they use outside lab services.

The clinic has two locations which is helpful for us, one in North County/Carlsbad and one in San Diego. Everyone at FSMG is very kind and caring. Phone calls are returned quickly and it is pretty easy to make an appointment and not wait for 3 months to get in. Our only complaint so far would be pricing isn't laid out as easily accessible as it should be for those who may have to pay out of pocket. Otherwise, we love our experience (as much as we can) so far with everyone at FSMG.

The financial team is not that clear with what is being charged. I have never received a detailed billing statement, though I intend to ask for one for tax purposes. They also will not give any one their billing rates, as they say it is proprietary information, although I was able to get the same information just from calling the other clinics in the area. They also do not have an online portal where the patient can see their own results. After every blood draw, a nurse will call at some time that day for instructions on dosing for that night until the next ultrasound. I always got a call when I was expecting one. It would have been nice seeing the results though, since I am a visual person and also having the records for myself.

Strengths of this clinic include having two locations in San Diego, nice offices, and great availability for appointments. The Carlsbad location is really nice and new. The San Diego office is very large. It is easy to get appointments same day/week. However, these factors don't really matter as much compared to the office's weaknesses. Weaknesses of this clinic include terrible communication, disorganization, poor systems and disjointed staff. Communication is their biggest downfall. Doctors are too busy to explain what they are doing and why. Doctors act like they are trying to see as many patients as humanly possible in a day so they can collect a bigger paycheck (from you and from your insurance). Never expect a phone call or email from a nurse - let alone from a doctor here. With an office this big, two locations, and so many staff members, there REALLY needs to be systems in place. The disorganization here is frustrating. For example, sometimes I was seen in both locations and my files were not always in the right location, even though I spoke with the front desk about ensuring my files would be available when I made each appointment. Also, when I finally decided I deserved better patient care, I requested my medical records and some of the records were missing. I had to advocate for myself to get the complete set of records because this office didn't have it all together themselves.

Strengths: multiple locations for monitoring and consults, several doctors, organized. Weaknesses: procedures only at the office farther away from me, and you have to pay for parking which just adds insult to injury after paying thousands of dollars for treatment.

The clinics are clean and organized. Almost every person I came into contact with was very nice. My clinic has two offices which is a positive and a negative. The clinic closest to my house was great for some appointments and early morning blood tests before I had to go to work. One weakness is that the clinic closer to my house is not staffed all the time. So I had to drive almost an hour to the other office many times. They also do not have late appointments. Their last appointment is at 2:30pm. This was very challenging for my work schedule.

The clinic was pleasant, it was easy to get in and the appointments went smoothly. At the time of my treatment I don't feel they offered the resources necessary to understand the IVF process. We received a binder and general information, but lacked information specific to our case that could have been helpful in decision making.

Our first visit had a bad experience with one of the receptionists checking in me but not my partner for our appointments which caused issues and had to reschedule - it seems like their scheduling system might be confusing to look at. However they have been able to get us in quickly for appointments which is very important when dealing with timing and cycles, I really appreciate that. I really like the nurses and doctors so far, very good at explaining things.

Very friendly, knowledgeable staff! Flexible with appointments for my schedule as I had to reschedule multiple times. A lot of the testing can be done on site promptly but also have the option to follow up and have some testing done at OB which was helpful.