In the moment, and as a 1st time IVF patient, I thought my experience was "normal" but after I…read morefinally switched clinics, I realized how bad my experience was at DFW Fertility. Over the course of 2.5 yrs, I did 5 retrievals, 1 transfer (ended in MC) and countless tests. Spent about $75K cash out of pocket at this clinic, not including meds.
Dr. Thomas is very sweet & knowledgeable, but I only spoke to her a few times. Once at the initial meeting, and only after that when something bad happened. The place runs like a puppy mill. There are too many patients, no personalized care, all paid for in cash. Every time I tried to schedule a call to talk to the Dr. my 15 minute phone call appointment was usually 1-2 weeks out. I had no direct contact with the Dr, only my nurse, which changed a lot.
It would've been nice if Dr. would've updated the plan/protocol, but nothing changed after each failed retrieval. After 5, I was told "this is your new norm". I switched clinics & that turned out not to be true. Medication protocol change made all the difference!! & I have new Dr's email for any questions. Better 1-on-1 care.
The nursing staff was nice, but no one took the time to read my chart before seeing me. "What are we looking at today?" was usually the 1st question. I shouldn't have to tell the nurses what I am there for each time. The most heartbreaking instance was when I was in for bleeding, actively miscarrying twins, & nurse asked me what I was there for. Take 2 minutes & read the chart!!!! I didn't see Dr. at this visit, even though she was aware I was coming in.
I was lucky enough to get a grant for IVF, the check was sent directly to the office. The 1st one for $10K and the office staff/billing dept. lost it. I called for literally weeks looking for it (tracking info said it was delivered). No one knew, & everyone I spoke to was irritated to deal w/me. I was told that it wasn't there & I needed to figure it out. A few days later, I was told it was "sitting on someone's desk" & was never put in system. Fine, mistakes happen. But, same experience w/the second check.
Next, I again was lucky enough to have $7K in meds from a VA pharmacy sent for free. All refrigerated. I spoke to my nurse beforehand & was told it was fine to pick them up at the office. I was again calling for days looking for the meds & spoke to at least 5 different people who had no idea where they were. A consistently rude & unhelpful woman named Colleen in billing had the nerve to ask me "Are you sure you're actually a patient here?" on one of the calls. I nearly lost it. Next day, they are "found in a fridge" that no one looked in, out of the original box. My husband went to pick them up, & watched the staff get from a hallway. I'm not convinced the meds were ever in a fridge at all. My retrieval that round came back with nothing...
Next, the billing staff repeatedly coded one of my medications incorrectly to insurance for weeks. I told them multiple times (after spending hours talking to insurance) that the meds needed to be billed through my medical, not pharmacy benefit. I was told they didn't know how to do that. The back & forth, lack of effort, & timeline squeeze, resulted in me coming out of pocket $2500 for 1 injection so my transfer could happen on time. 2nd time I had to get it I started the fight with the billing department a month early, and magically they did it correctly = $0, covered by insurance. The girl in billing was incredibly rude to me & told me that I should've had my nurse confirm how it was being coded, & it was my fault I didn't alert more people the 1st time. I was in the office trying to get documentation of the submittal for my reimbursement claim, & I had to argue with her for 30 mins to get my own documents.
I went to one of the 5 retrievals and on my way into the office, I stepped on a bag of blood vials outside the building on the ground. I think this is more the runner's fault than the office, but it was just another issue in failed process. Patients' bloodwork results can be time sensitive & it would have enraged me if my cycle was pushed back because of such a careless mistake. Plus, names were on the vials. I turned it into the nurses, I got a "meh" response & didn't feel like it was important to them.
Different retrieval, we were using frozen sperm, I had already gone back for the procedure, and my husband was called to give a fresh sperm sample. He explained we were using frozen sperm, & the nurses were unaware. Retrieval was unsuccessful, I wonder if this contributed. Broken process/bad communication.
TJ at the front desk should be retrained to work in the service industry, particularly one so expensive & emotionally burdensome on the patient. I might as well have been buying a car w/how unconcerned she was with my questions. Halfway rude.
Theres more but out of space. I wasted time, eggs, & $$ here. Spend $$ elsewhere w/individualized care & plan updates.
