Spring has provided a level of care and personal treatment by far, above and beyond what we had received previously at UCSF

Everyone is doing a great job! I appreciate how kind everyone is.

Everyone is doing a great job! I appreciate how kind everyone is.

really appreciate everyone being flexible with us, it was very embarassing to make a mistake on the very first appointment, and being able to make it happen anyways was incredible!

really appreciate everyone being flexible with us, it was very embarassing to make a mistake on the very first appointment, and being able to make it happen anyways was incredible!

For number 13, I put No just because my case seems to be a little different than others and none of us expected my recovery to be so painful. Not that I didn�t feel the team was uninformed but just we didn�t know how my body would react. Now that I know, I feel more prepared for next round. This is also why I have a slightly lower review for question 11. I did feel somewhat rushed out of the room. I was told to expect three hours for the entire process, arrive an hour early, then have the hour for retrieval then have an hour for recovery, but I felt as soon as I was out I was expected to be awake and ready to leave, but I wasn�t. I was already in pain and could barely stay awake. I heard one of the nurses make a comment that I couldn�t stay forever, which felt like a slight dig. I think I would have felt safer if I had a few more minutes to wake up.

For number 13, I put No just because my case seems to be a little different than others and none of us expected my recovery to be so painful. Not that I didn�t feel the team was uninformed but just we didn�t know how my body would react. Now that I know, I feel more prepared for next round. This is also why I have a slightly lower review for question 11. I did feel somewhat rushed out of the room. I was told to expect three hours for the entire process, arrive an hour early, then have the hour for retrieval then have an hour for recovery, but I felt as soon as I was out I was expected to be awake and ready to leave, but I wasn�t. I was already in pain and could barely stay awake. I heard one of the nurses make a comment that I couldn�t stay forever, which felt like a slight dig. I think I would have felt safer if I had a few more minutes to wake up.

The experience at Spring has changed significantly since I started in 2021. My last interaction in 2023 with Spring/Dr Fisher was amazing but since returning in 2025, communication has been harder/poor and the ability to see the same doctor for all visits is no longer available. Dr Fisher saw me for all appointments and transfers (aside from 1) in the 2 years I was his patient. I purposely chose Dr Dovey as I had a very complicated fertility history and only saw her for 2 appointments. She didn�t even do my transfer. I expect this at academic hospitals but not at a private clinic where the care is out of pocket and expensive.

The communication through the app was a massive fail for my husband and me. At no point did anyone take the time to walk us through the various sections, so we missed the entire "i" section and were waiting in the dark for things to be sent to where there were little flags (docs, messages); we almost missed the entire treatment cycle after starting Aygestin. I felt like I was in the dark and missing info � and it turns out I was. Your team does this every day, using these tools, and the general attitude is very much that we should know what you�re talking about and referring to. You pay someone to be a navigator, so have them navigate � frankly, I�d rather have been treated more like a child walking through all the tools, given that I dropped $25K with you as a client, than left scrambling. The attitude of the my patient navigator Shelby was very much, that's on you for not letting us know you didn�t know. Only as we were determining whether we could proceed or not was I even asked if I preferred phone calls � insane that that question is not a part of the onboarding. Phone calls made everything go much more smoothly, as the messages that followed up made much more sense. Plus, the messages do not follow subject lines, so it's a jumbled mess of different messages under my primary physicians name. They are so long that it is very easy to miss things when reading on your phone. In fact, I DID miss a question that cost me thousands of dollars � I indicated I wanted to do the medicine package by the due date, and in a multi-paragraph response, there was a question by Cheyenne asking if what I meant was that I wanted to buy trough you. Knowing there was a deadline, it�s absurd that no one picked up the phone to call me to clarify when they didn�t get a response, and I only found out two days prior to my baseline ultrasound that there had been a miscommunication, but of course it was my fault for not seeing the message. Ridiculous customer service given how much this procedure costs. Also, turns out I don�t live in a delivery zone, and only with my last round of meds did anyone indicate I could borrow medication and have it returned; that would have saved me HOURS of going into and out of the city. I also came in one day leading into the retrieval and indicated that I would bring my husband the next day for a deposit, as it was possible that he wouldn�t be able to accompany me on the same day. I spoke with Dr. Reddy about this and with the assistant Patience, waited in an office afterwards to get more information, to be told someone would reach out to me, which no one did. My husband came the next day, and no one knew what we were talking about and didn�t have the ability to see him for a �same-day appointment request,� even though the request was made the day prior. Fortunately, we were able to work it out, but that was 4 hours out of his day for nothing given our commute in traffic. My positive feedback is that the nurses were great, and the retrieval was a good experience.

The communication through the app was a massive fail for my husband and me. At no point did anyone take the time to walk us through the various sections, so we missed the entire "i" section and were waiting in the dark for things to be sent to where there were little flags (docs, messages); we almost missed the entire treatment cycle after starting Aygestin. I felt like I was in the dark and missing info � and it turns out I was. Your team does this every day, using these tools, and the general attitude is very much that we should know what you�re talking about and referring to. You pay someone to be a navigator, so have them navigate � frankly, I�d rather have been treated more like a child walking through all the tools, given that I dropped $25K with you as a client, than left scrambling. The attitude of the my patient navigator Shelby was very much, that's on you for not letting us know you didn�t know. Only as we were determining whether we could proceed or not was I even asked if I preferred phone calls � insane that that question is not a part of the onboarding. Phone calls made everything go much more smoothly, as the messages that followed up made much more sense. Plus, the messages do not follow subject lines, so it's a jumbled mess of different messages under my primary physicians name. They are so long that it is very easy to miss things when reading on your phone. In fact, I DID miss a question that cost me thousands of dollars � I indicated I wanted to do the medicine package by the due date, and in a multi-paragraph response, there was a question by Cheyenne asking if what I meant was that I wanted to buy trough you. Knowing there was a deadline, it�s absurd that no one picked up the phone to call me to clarify when they didn�t get a response, and I only found out two days prior to my baseline ultrasound that there had been a miscommunication, but of course it was my fault for not seeing the message. Ridiculous customer service given how much this procedure costs. Also, turns out I don�t live in a delivery zone, and only with my last round of meds did anyone indicate I could borrow medication and have it returned; that would have saved me HOURS of going into and out of the city. I also came in one day leading into the retrieval and indicated that I would bring my husband the next day for a deposit, as it was possible that he wouldn�t be able to accompany me on the same day. I spoke with Dr. Reddy about this and with the assistant Patience, waited in an office afterwards to get more information, to be told someone would reach out to me, which no one did. My husband came the next day, and no one knew what we were talking about and didn�t have the ability to see him for a �same-day appointment request,� even though the request was made the day prior. Fortunately, we were able to work it out, but that was 4 hours out of his day for nothing given our commute in traffic. My positive feedback is that the nurses were great, and the retrieval was a good experience.