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"Mostly good "

About: Marie Stopes International

The staff I spoke to book my medical abortion were really understanding. The nurse for my telephone appointment was also lovely, didn't judge and I was made to feel at ease. This side of the service I received was brilliant.

I needed to access counselling following my abortion, which I did not find helpful. The counsellor was quite dismissive at some points, really not helpful in my grief. The counsellor just kept repeating what I said, which I know they do to get clarity but literally this made me feel angry to just hear a repeat of what I had said constantly throughout sessions. I did not find the counsellor helpful and some comments made were awful and didn't take into account my circumstances. Then the counsellor said I could have further sessions once my sessions end, but I would need to pay. It felt like the counsellor was trying to 'sell' rather than actually caring. I won't be taking up on paying for further sessions, especially given that I feel more irritated by sessions than helped.

However, the nurses prior to my abortion and those I spoke to during the abortion for advice were amazing.

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Responses

Response from Marie Stopes International 3 weeks ago
Marie Stopes International
Submitted on 02/04/2024 at 12:53
Published on nhs.uk at 12:53


Dear Client, thank you for taking the time to post your feedback.

Thanks for referring to our call centre and nurses teams as "lovely" and "understanding", and also for the transparency on your experience with counselling, we are sorry you had a negative experience with this part of our services.

Counselling is always part of NHS-funded treatment, before, during or after treatment, and after a few sessions our counsellors could mention our private services too if the client is interested in continuing the sessions. This is why we would like to investigate this further, if we could have your name we could look into your record. You can find all the information on how to get in touch with us at this page: https://www.msichoices.org.uk/contact-us/ .

If you want to log a formal complaint, you can email our Quality and Customer Services team at this email address Quality.customerservice@msichoices.org.uk so that we can get in touch. We do strive to provide the best possible care to our clients, and we take every opportunity to continuously improve the quality of our services.

Thank you once again for getting in touch, we hope to hear from you.

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