Care Fertility - Tunbridge Wells

Jasmine D. M.

I wanted to take a moment to express my gratitude to all the staff for your care and support throughout our journey. We have always felt looked after and valued, and any questions or concerns we've had have been addressed promptly and thoroughly.

As we approach our embryo transfer day, I wanted to share how truly grateful we are for the exceptional treatment we have received so far. Your dedication and expertise have made a profound difference in our experience.

Thank you again from the bottom of our hearts.

James T.

I was hoping we were just the only ones who have experienced a poor service, but reading some of these reviews can see we aren't alone. Our experience with Care Fertility has been deeply disappointing. While our next cycle of IVF has now started, the lack of communication and transparency from the clinic has caused unnecessary stress during an already challenging journey.

We completed our first IVF cycle in October and made it clear in the follow-up appointment that we wanted to proceed with another cycle and explore donor options. Despite this, we heard nothing from the clinic for months. After chasing for updates, the responses we received were dismissive and unhelpful—for example, being asked, "What updates are you expecting?" after four months of silence.

We were eventually told the delay was due to payment for a process that might not even be necessary, which is completely unacceptable. It feels as though no one at the clinic was managing or prioritising our case, leaving us to navigate an already stressful situation with no support.

Time is critical in fertility treatments, and the clinic’s poor communication has eroded our confidence in their care. While we are now progressing, the lack of updates and the clinic’s inability to put their patients first has made this process far harder than it needed to be.

I am in the process of making an official complaint, but the number of poor reviews says a lot and they clearly are not taking steps to rectify this.

I would not recommend this clinic to anyone unless significant changes are made to how they communicate with and support their patients.

jade L. W.

Absolutely poor treatment from care fertility! Uncaring from the get go. Never ever talked to the same person regarding my treatment. I experienced talking to over 10 different people throughout my experience. Never once through my treatment even after the egg transfer did I receive a courtesy call from a nurse or anyone in fact to see how things are coming along just for a little moral support. A friend of mine who was undergoing fertility used to recieve daily and weekly call to see how she was, I never received any. Literally never heard from them again!! even when calling the care fertility reception if I had a concern they did not reply or return my call for long periods of time. By this time it was too late I had to visit my local hospital for advice that care fertility should have been provided. I have emailed to update care fertility of my pregnancy test results and never received a reply from them or contact back at all. Care fertility does not sit down one to one and explain things clearly to you throughout every procedure it's was just rush rush rushall of the time. not giving you time to make decisions at this complex delicate time. It is such a shame that the NHS is referring people that are unable to conceive and that never have had a chance of having a family of their own to this clinic without choice as they are all about the money part of it and not the care that people deserve. I have had an awful experience with them and wish I never went forward with these people I hope that care fertility understands the way I feel and thinks about the way they treat patients in the future. A truly awful experience. If you can please try to avoid. 💗

Amanda M.

So sorry the feedback is posted late but we were so happy with CARE fertility. Worked first time and have a happy healthy little boy.
Thank you so much for making our dreams come true.
Helpful caring staff , truly an amazing career for you all to be in ,must be so rewarding

Russell B.

Complete communication meltdown. I had to continually chase _them_ to ask them to book me in for the next appointment and would be forgotten.

They spent so long doing nothing that my blood test results expired and they requested new ones before continuing.

I called them and left a message to say I wanted an explanation for what was going wrong, and they never responded.

I'm lucky that the service I used them for was not too time sensitive - look elsewhere for a competent provider.

Sarah

I would tend to agree completely with the review below that Care are perhaps uncaring. We started with them 4 years ago, was told there was an issue with my partner’s semen and told to proceed with IVF with donor sperm. That seemed like a big jump - no investigation, no suggestions. My partner used to take testosterone (years before) and it was suggested that he perhaps wasn’t telling the truth about the timeline (!!). I complained and to be fair they dealt with the complaint well and changed my consultant. She then left and I saw another and another and another. I never saw the same person twice. The clinic we are with now focus on continuity and building up that relationship which is lovely. I think Care have had a lot of staff movement, including the management, which is highly disruptive so this is not a clinic for you if you want stability.

I also did my own research into male infertility and realised there were things we can do other than going straight to donor sperm so we went to a urologist. Thank goodness we ignored Care’s advice as we could actually do sperm retrieval. I assume the push for donor sperm was to get our money for IVF as quickly as possible.

Care are also shut at the weekends/bank holidays so this can interfere with your cycle - many other clinics are open every day.

Choosing a clinic is so important and I just didn’t know enough when I picked it. I went mainly on stats (which I cannot imagine will be maintained with their current staff turnover) but the relationship with your consultant should be an absolute priority.

K S.

We were left so bitterly disappointed by our treatment at this clinic, we moved our embryos elsewhere.
Here are just a few reasons why:

1. Not Doctor led. We never saw a Doctor during face to face appts or scans. We only spoke to different Doctors on the phone during the initial consultation and the subsequent follow up when our FET failed.

2. Patient care is poor. The clinic will put you on down regulation to make it convenient for them (because they don't open on a weekend) instead of working with your cycle.
When my lining was too thick, they continued with my FET anyway, and didn't investigate/adjust medication.
In hindsight we were set up to fail.

3. Money takes priority. We were refused our protocol dates until we'd paid for the next FET upfront. When I stated that we would need to know if the dates worked for my husband's travel, before we handed over such a large sum of money, we were not listened to and just told it was in their T&C's.

These are just 3 examples. The clinic we are now with does the exact opposite of Care Fertility.
I have consistently seen one Dr throughout my treatment, she even did my frozen embryo transfer & has phoned me whenever I've had a question.

The clinic opens on a weekend, if a patients cycle lands on a Saturday or Sunday, then so be it. They will be available to do a procedure. They do not prescribe down regs as standard or put you on unnecessary tablets to delay your period.
When having a scan/blood test I have been informed on the same day to change dose/come back for a check-up if needed.

Was never once told to pay a fee before being given medication protocol. Infact, the opposite. Our current clinic asked us when was suitable and they'd work with us.

It must be mentioned too, in terms of costs; both clinics are comparable. We are paying the same, but have received a beautiful standard of care with minimal stress.

When you decide to embark on the very personal & emotive journey of IVF, you hope and expect to find a clinic that wants to help you and feel like you're an individual. Care did not do this, we were just another number on their books.

Hayley C.

Since the first time I picked up the phone to Care Tunbridge Wells, they have been extremely caring, patient and mapped out the best medical plan for myself and my partner. I was told I had a low egg count and I may get 1-2 embryos the most, I ended up with 4 fantastic embryos at a high grading, with no side effects from the medication. We sadly wasn’t successful on our first cycle but we already have a plan for our second cycle with a frozen transfer by Dr Shahin Robati, who we can’t thank enough.
Our embryologist Susanne at Tunbridge Wells was fantastic, she did a brilliant job with our embryos and even gave one of them an additional day, which needed up making the final 4. She talked up through everything and made myself and Pete feel at ease and was supportive in our journey.
I wouldn’t want any other fertility clinic looking after us both throughout this journey . Thank you from Hayley and Pete