"Very poor service for Private Patients"

Our experience with the Shropshire and Mid Wales Fertility Clinic began in 2024, and unfortunately, it has been extremely negative from the outset due to ongoing failures within the service.

Before attending, we had already received negative feedback from friends who had used the clinic. We chose to remain open-minded, but sadly, our experience confirmed many of their concerns.

Communication is a major issue, phone calls go unanswered for days, voicemails rarely receive a reply, and email communication is practically non-existent. Even when we specifically requested an email response due to limited phone access, the clinic would still call and leave a voicemail instead. This gives the impression they may be trying to avoid creating a written record, which is especially concerning in the context of complaints.

The general attitude of the staff has been disheartening. With the exception of one compassionate staff member, we often felt like an inconvenience rather than patients seeking help. As private patients, we expected a basic level of service and communication, which has been consistently lacking.

Policies and procedures are not clearly explained, and worse, each staff member seems to provide a different version of the same information. It leaves you feeling confused and unsupported at a time when clarity and care are essential.

In our case, we eventually sought treatment from a clinic over an hour away from our home to avoid the ongoing lack of care, compassion, and progress at Shropshire and Mid Wales Fertility Clinic. Timelines were not met, updates were not provided, and treatment was effectively stalled.

In our opinion, a serious review of the clinic's leadership and processes is long overdue. A temporary pause in services to retrain staff, improve communication standards, and rebuild trust would be in the best interests of future patients.