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"Disappointing Experience Within the Fertility Clinic"

About: Royal Infirmary of Edinburgh at Little France / Gynaecology

(as the patient),

My partner and I experienced an extremely disappointing service whilst going through fertility treatment at the Royal Edinburgh Infirmary. During initial consultations (both via telephone & in person) we were told 4 cycles of IUI would cost approximately £1200, which we then agreed to.

However half way through treatment, we were unexpectedly told that treatment would no longer continue as the £1200 was for only 2 rounds of IUI. It was at this time I had to battle non-stop to try and gain the 2 final treatments we were entitled to. Along the way, there was a persistent lack of communication from the clinic, where sometimes 2-3 days would pass without any communication.

Our case was then referred to senior management, after every other person we spoke to refused to grant us the final 2 cycles. Eventually, the final treatments were allowed, however our time within the clinic itself was disappointing. With refusal for daily scans to be carried out, despite us knowing these could be provided as an exceptions basis, in order to track the egg on a daily basis to provide a more accurate fertility window. After all 4 treatments, we decided to formally complain via the patient feedback team.

We outlined our area of concerns which was then relayed back to us via the feedback team that they would investigate. However our final response from the patient feedback team was extremely disappointing, a letter providing a general level of apology. There was no answers to our individual questions and concerns. 

Throughout the entire process, from beginning to end within the fertility clinic, we have been left feeling drained, sad and disappointed with the way our case was handled. Both physically and mentally this has taken a massive toll on both my partner and I, which the clinic has failed to acknowledge. 

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Responses

Response from Helen Taylor, Team Leader, Patient Experience Team, NHS Lothian 2 years ago
Helen Taylor
Team Leader, Patient Experience Team,
NHS Lothian
Submitted on 08/07/2022 at 16:09
Published on Care Opinion at 16:13


Dear Correspondencepe95,

Thank you for taking the time to share your experiences with us via Care Opinion. Please accept my apology for the delay in responding to your story.

I was very saddened to read how difficult a time this has been for both you and your partner and that your experience has led to a complaint to NHS Lothian. I am very sorry that we have not been able to resolve this for you.

We do appreciate the time people take to get in touch with us and feedback on their experiences. Please be assured that the Clinical team and Patient Experience have reflected on your experience.

You may still wish to contact the Scottish Public Services Ombudsman. Details of how you can do this can be found in your letter from the Patient Experience Team.

Kind regards,

Helen

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by correspondencepe95 (the patient)

Hi

We have already contacted the SPSO who unfortunately confirmed they could not take on our case. The main reason being it is out with their jurisdiction as we paid for a service. Despite this service not being up to standard, they cannot investigate further.

Thanks

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