GENNET City Fertility

They've just changed hands from GENNET to CRGH. No answers to any emails for 2 days now and phone line is not picked up. Am absolutely devastated as I don't know where to go for treatment. We even had an appointment at 8am next week, they are no longer open from 8am, only from 8 30 which is really difficult with work. No contact on if the appointment is to go ahead or not. Absolutely no warning that there would be no way of contacting staff via email or phone either from City Fertility or CRGH. Feeling so sad as we were about to being our egg retrieval cycle.
Jan 18th, 2023

We were having treatment under Gennet who were good and very reasonably priced. We then had to wait a while for genetic testing to come back from NHS. By the time we got back into contact with Gennet they had been taken over by CRGH. When we tried to get back in contact with them via email, we heard nothing for 2 weeks and had to call up. When they finally picked up after a lengthy wait, I spoke to a woman who was not friendly and told me that we would have to have a consultation with the doctor again because it had been a long time. Fair enough but when I asked for the price, it was significantly higher than the original prices and the ultrasound and AMH test prices she said we might have to do again were also really hiked. When I asked for the price of specific treatment we were after she told me she couldn't tell me that and we would have to pay to speak with a doctor to find out the price. Surely they have a price list they could dig out and send to over! Apparently not so we gladly abandoned all our progress and jumped ship to another clinic. Best decision ever. Our new clinic, near oxford street is amazing. The consultation with the doctor was so professional and face to face (unlike the telephone appointment that CRGH were offering) their prices match what Gennets used to be. CRGH don't really seem to care that they have dropped so many of their previous patients in the process of their take over which is a shame because our initial experience with Gennet was positive.
Apr 29th, 2023

We are planning to abandon treatment at CRGH city as we have had a terribly stressful experience since the takeover from GENNET. Firstly we were never informed about takeover happening (receiving only a text message the week it happened to say that the clinic now had a new name, but not that this would impact us), so when we rang up for my baseline scan they alarmingly couldn't find us on the system! This was incredibly stressful as there was no communication from the clinic and the staff did not know what was going on for the first week, giving us conflicting information about being able to go ahead or not. Eventually we realised we would not be able to continue with the round of IVF we had planned for and taken preparation meds for. The new CRGH phone system made it impossible to get thro to anyone easily anymore and Dr Malini who was the reason we chose GENNET had left. We were informed I had to meet with the new 'medical director' to review the treatment plan. There were no appointments available with her for over 2weeks, and no one could tell us anything about when my treatment might commence until then. When we finally saw her we found out that they would not recognise the treatment plan we had made with GENNET and we had to redo every scan,test and form and that she wanted me to do an unmedicated cycle rather than the medicated one I was about to commence under GENNET and had bought the medications for. This worried me because I had not asked for a second opinion on the treatment plan and was dubious about being unmedicated. I really haven't felt cared for or like my concerns were listened to, I found the medical director condescending and there was no explanation to my question about why GENNET were happy to do a medicated cycle but CRGH were not, so is hard to trust this decision. My cycle went ahead unmedicated and was unsuccessful and we have just been told that we won't get a follow up with the medical director (that's the only person we're allowed to talk to), to discuss what went wrong for 4 weeks! This is an absolute joke and further insult to injury on top of the way we've already been treated. We did egg freezing with LWC and having now experienced 3 different clinics it's clear that CRGH care most about money (messaging near constant reminders for invoices) and least about client focussed results. Despite complaining internally about having our cycle stopped, delayed and completely changed and the stress that caused, and then having to advocate constantly to restart it asap, we did not receive any offer of compensation or discount etc or have anything speed up and everything required constant exhausting pushing from ourselves. I can say that most of the nurses I've met are really nice and kind people. But this does not make up for the fact that this clinic system is not functioning well since CRGH took over and we unfortunately are being forced to go elsewhere to receive better service and not have to wait endlessly to see just one dr. Other ongoing issues to note - - COST We chose GENNET city fertility because they were cheaper than LWC, but now under CRGH it is the same price or more expensive than LWC, but nowhere near the same service and a much worse clinc than GENNET was with much less staff and worse communication. - Female staff request Due to past trauma I requested female staff, but often for my scans had a male doctor either present/observing or conducting the scan, and also had a male doctor for the embryo transfer, so wasn't sure if my request had been heard or just ignored. I suspect this was also impacted by lack of staff. I felt quite uncomfortable because of this and more distressed by the procedures than I would have been otherwise. - Trans/non binary My partner and I informed the clinic continually at the beginning about my pronouns, and put them on all the forms but I have been continuously misgendered to the point my partner and I have just given up correcting because it's so much extra stress.
Apr 3rd, 2023

Gennet city has changed to CRGH and since Dr Barbora and Dr Ahmed left, it has not been the same and I am so sad about that. I only recognise two nurses that Ive seen before, Laura and Michelle who are great but its just not the same. It feels they are really short staffed. Before the doctors were doing the scans and giving out the medical advice and now its the nurses, and I feel sorry for them as they look over stretched to me. There is also a new lady doctor there, I believe she has replaced Dr Malini, and this doctor never smiles and slams the doors creating a horrible atmosphere. The reception team has changed, no Karin, no John. Everyone has gone and all that happens now is that the clinic chase the money and it is not a caring environment anymore. I feel isolated and nervous the whole month since they left and are seriously considering looking at other clinics as I dont feel looked after anymore like I did and its not to say I blame the nurses, not at all, its literally the atmosphere and the fact that the staff I felt comfortable with have all left.
Feb 6th, 2023

Nurses were nice and response to e-mail and call back were also good however I am really disappointed with the outcome of my treatment. Had 2 failed cycle after paying a lot of money. After my second failed cycle i received a text asking for embryo storage fee needs to be paid. How pathetic. They are happy to chase you and take your money but from my experience I did not get the feeling they would do their upmost to get me pregnant. Their philosophy is to take the eggs out, transfer them and whatever the outcome is they do not care because they already receive their money. They don't care if it is successful or not. I felt like a number. My first time meeting the ivf specialist was on transfer day and she never introduced herself the nurse told me!! awful.
Jan 12th, 2023