Patient feedback

Two patients of the ACU

Your feedback is very important to us as it helps us maintain the high levels of service and satisfaction we provide to you. All of our patients are asked to complete a feedback survey as part of all of our treatment.

The results of our most recent feedback survey show that for overall experience our patients rate us at 97% for the month of January

95% of our patients said they felt they had complete confidence and trust in the nurse and/or doctor treating them

97% of our patients rated the care that they received as very good or good.

95% of patients felt they were treated completed with respect and dignity whilst at the clinic.

98% of patients said they would  be extremely likely or likely to recommend our unit to friends and family.

95% of patients rated our receptionist as Very Good or Good

Testimonials from our patients:

“Dr Grace, We can’t thank you enough for everything you have done for us and being there to support us (no matter what day/time or how silly the questions!!!) The journey has been a long one and you have been there for us every step of the way. Charlie is our amazing miracle thanks to you and your team, you really have made our wishes come true and we will be forever grateful.”

“The staff are a credit to the ACU and are always friendly and reassuring during out visits, especially when I have been feeling anxious. Thank you”

“I have pleasantly surprised by the experience, you commonly hear a phrase “going through IVF” as if it will be an ordeal or difficult. When asked, I would say I have had IVF treatment and that my experience has been of hope and acceptance.”

“We were made to feel very welcome by every single member of staff”

“The staff were very friendly and helpful. As it was the second time through this procedure I was aware of the process and possible effects. I appreciated the banter and the happy music in the operating room. I really appreciated how wonderful and caring all the staff were.”

“We have been treated fantastically throughout. Everyone we have come into contact with has treated us with respect and kindness. I feel great. I would recommend the department to others. It makes me feel proud of the NHS. I will always support the services offered. Many thanks.”

“Loved the jokes by nurses and anaesthetist Very caring staff. It felt safe… Overall before today, in the weeks prior, the staff were very efficient & matter of fact which helped not to take it all too seriously.”

“Every step of the way all staff have been friendly and welcoming. I work here at the hospital but being on the other side really does highlight the importance of a reassuring smile, a hello and kindness….. All helping to minimise my fear and anxiety. Thank you …. You have created a lovely, calming environment for your patients on the ACU X you should be very proud of that as a team”

“Very friendly personnel been given plenty of advices been assured everything will go smoothly and it did really positive experience :) thank u everyone who look after me that day :) x”

“I felt so comfortable and well taken care of. Everyone was so friendly and caring. I always felt I was in good hands. It made what would ordinarily be a trying and difficult experience very bearable and almost pleasant. Thank you ACU.”

“Guy’s and St Thomas’ is a special place with a hotbed of talent and experience which ensures that when I am a patient in your care I feel safe and confident that I can trust the advice I receive.”

“Nothing but good words to say. The staff were fantastic, in every way possible. A real credit to the NHS”

“Having visited 4 other London Clinics in the past, we were impressed with the ACU for:

  • Its cleanliness in comparison to many other private clinics which often looked shabby and depressing,
  • The ever-helpful and focused reception and administration staff including the practice manager, in comparison to other clinics where the staff appeared rather clueless and disinterested,
  • Cheerful and non-intrusive nursing staff,
  • Enthusiastic embryologists,
  • Our consultant and the ACU Medical Director, Mr Khalaf who was very positive and encouraging through the process.

The clinic is very well organised, my medication was sent to my door and I did not have to run to the clinic every second day for excessive monitoring of my pregnancy.

Overall, our NHS treatment at the ACU clinic in Guy’s Hospital was much better organized than at the 4 previous London clinics, nobody ignored or took advantage of us and Mr Khalaf always put us at ease.

Our treatment resulted with our wonderful baby boy and we will always be grateful.”

 

If you would like to leave any feedback with regards to your experience of the Assisted Conception Unit, simply contact us at patientexperienceACU@gstt.nhs.uk, so please don’t hesitate to get in touch.

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NHS Backing

Guy's and St Thomas' is a world renowned NHS Foundation Trust Hospital.

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