The administration is absolutely awful, clueless about everything, and rude. No one answers phone calls or emails, and when you go there the phone does't ring once. How is that possible if they are so busy?? They just don't care. As if this journey through IVF isn't already horrendous without their incompetence.... Update 2022: I've been asking for an invoice for over 3 weeks and no one in the entire Finance team seem to be able to produce one. I mean... they are not proactive even when you want to pay... I am speechless

Actual doctor is amazing and the nurses when you're seen are thorough. However, they have serious failings when it comes to communication to the risk of patient health. The response rate to emails is around 10% even on emails marked urgent. I was taking medication wrongfully for days because no one would respond or acknowledge my existence so I was left injecting myself just in case it was the right thing to do as no one would reply. I even tried the out of hours number in desperation. Another department had to intervene in the end for the sake of my health. Even they were disgusted and said other fertility patients were suffering in the same way and it wasn't fair.

Yes, this is a busy NHS clinic and your best bet for communication is via email, but the clinical staff are so caring and great value for money. The doctors are thoughtful, kind and evidence-based (no selling you expensive unlikely to help tests and services). The nurses were always helpful and I felt so reassured having the kind thorough embryologists caring for our precious embryos. We had a long road to success but got there in the end. They are an easy choice for trying for #2.

We went through NHS funding and our first appointment was on the Dec-2018 this was after trying a few months with phone calls and emails, and we end up having our 1st around of IVF in Aug- 21 (after over 2yrs) and was not successful. We are now still chasing for the 2nd around and again with emails and phone calls have not been answered, even when you go there physically they come up with random dates without providing a confirmation via an email. I would Not recommend this place to anyone as the stress you have to go through chasing on top of going through the process. i have to note some of the Doctors and nurses are helpful once you are in the system, but they would not provide advice beyond their remit from experience, during the first process of injections, we found further information through research that should have been given higher dosage for better results. Please don’t waste your time in this place..

We went for the personalised care plan as a self funded/private patient as; the 0 waiting time, the ability to choose who we wanted as our consultant and having access to their expertise every step of the way was imperative to us - and we weren't disappointed. We chose Dr Tarek El-Toukhy as through research we found  implantation failure was one of his special interests. We'd gone through an ectopic pregnancy (after an FET) followed by a right salpingectomy just 1.5 years earlier and was concerned about this reoccurring. Dr Tarek did an amazing job of looking after us in this respect. After getting our positive pregnancy test he was extremely thorough in ensuring I had scans and blood tests regularly to rule out another ectopic. Dr Tarek was always responsive over the phone and we did not need to liaise with the nursing team once during our treatment. All bookings were done through him and supper speedy. Although the unit is really busy we were always seen on time. The added bonus of coming back to ACU for our self funded round (have had a successful round through NHS funding) was that everything is black and white. There are no surprises along the way, no hidden or add on costs and no additional tests that are unlikely to help either. Would highly recommend!

First class.

Once you get through the actual physical doors of the ACU the place and people are amazing. Everything else is one of the worst experiences of my life! I have never known something be so stressful! The communication is extremely disappointing given the fact the service they provided. It lets the whole thing down. I’ve been on the phone for over 30 minuets every day trying to contact someone with no hope. When you email all the do is tell you to ring. I personally wouldn’t recommend this service and would honestly suggest the band 8s look at the commutation services

I started the IVF treatment in October, everything was well explained, I got all the consultation and they care about us. In November, after the first transfer I get pregnant. So we don't have bad words about our experience, we recommend the hospital for all the couples who really want a baby. But don't forget, depend on your body as well. Good luck!!

This is the worst service I have ever encountered! The phone line is never answered I waited for an hour in a queue twice and each time I was hung up on! Emailing is equally bad I’ve waited to receive a response to an email I sent 6 weeks ago. The staff are rude and unhelpful avoid at all costs.

It’s a mixed bag tbh. We did nhs ivf in 2019 and conceived first time, had our daughter and froze 3 embryos. I’m pregnant again now, due March. This was a paid for FET, again happened first time. The Guys staff are nice but I agree that their communication is awful. I got no support for the FET re meds and had to chase for everything. Their aftercare sucks. But I’m good for their stats!!! Use them but do your research and be prepared to be a nuisance.

Excellent so far! I have experienced nothing but brilliant service. I work in private healthcare myself so I was expecting to have to drive a lot of my care myself based on these reviews. I have been incredibly pleasantly surprised by how thorough, efficient and kind every single member of staff have been. To the consultants leading to the team, to the doctors, to the nurses scanning, to the nurses in recovery, to the anaesthetist, to the embryologist, to nurses taking bloods, to reception staff. What a team you make. Emails and calls have all been answered the same day or following morning, with follow up calls to check on my welfare. Appointments were flexible around my working times and always on time. Very good service, I feel profoundly lucky to be treated by this team. Thank you all, keep it up.

My whole experience during IVF at guys assisted conception unit has been amazing I can't fault anything as all staff was very kind and caring during the whole process I was here. I have quite bad anxiety and they made me feel so much better calm and at ease. Our journey was a success and I can't thank the nurses and doctors for all they have done they all deserve a medal in my eyes.. thank you so much

Dr Kopeika is amazing. She is so professional and considerate. The quality of treatment from her has been fantastic,. We also found the admin team to be efficient and organised and all staff to be friendly and helpful.

AVOID AT ALL COSTS! We had our first round with Guys last year, it went very wrong and I ended up in hospital for a week, with little communication from them. They gave me a free round and the experience hasn’t been much better. While I understand things don’t always go to plan the communication is so poor it makes the experience so much harder.

Noone seems to pick up the phone in this place as if the process isn't stressful enough!! So frustrated and annoyed that the only way to contact them is via email even then it takes them 2 days to reply.

This hospital is a joke they tell you to put urgent on an email but know one ever gets back to you till days later

I had a successful frozen embryo transfer 20 months ago in this unit. I thought that the staff were brilliant, you could easily get through to the nurses' line once treatment started (there is even an on-call doctor available to speak to over the weekend), and the procedures (retrieval and implantation) were straight forward with minimal stress. I am hugely appreciative of how well they took care of me and how knowledgeable and kind all the staff are. I also thought it was great that they don't try and push you to have any weird and unnecessary procedures or investigations (which a number of other units do).

The consultants and staff here are second to none and the best in their field. I had a completely different experience at another hospital. Guys have built up my trust again in the NHS.

I've previously had my IVF treatment here and I was so happy with how everything went. Now that im trying for baby number two, ive decided to go with Guys hospital again under consultant led care with Dr Tarek El-Toukhy who did my first transfer. He is just the best, he really takes care of his patients and goes that extra mile. I cannot recommend him enough, he is so experienced in his field and caring at the same time, I knew I was in the best hands.