HRC Fertility - West Los Angeles

I had an appointment scheduled for 8 AM, but no one arrived at the office. It is now 8:45 AM. This level of unprofessionalism and lack of respect for customers is unacceptable and does not meet the standards of good customer service.

The first time I went to HRC was back in July 2018. I had just been to Pacific Fertility, and had been VERY mishandled (they prescribed medication without taking my blood). I had already started an egg retrieval cycle, and thought I might have to start all over again. In a panic, I went to see Dr. David Tourgeman to see if my cycle could be saved. Immediately, I was put at ease by his demeanor and knowledge. He took time to explain where I was in my cycle, and how he and his team could help me. He assigned a team to me, and I had 24/7 care and felt like I was their only patient. We ended up being able to salvage my cycle and I was happy with the result of that egg retrieval cycle.Years later, in April 2022, I went back to HRC and Dr. Tourgeman with intent to use the eggs that I had retrieved. We ended up having to do another egg retrieval, and two transfers. Im really happy with the treatment I got, and with the result (spoiler alert: Im pregnant). Not only was he incredibly kind (as he was before), but the team assigned to me made me feel like I was their first priority. My care coordinator Mei was consistent and dependable - I could always rely on her to respond to my numerous questions and emails - usually well within 24 hours (typically within a few hours). My nurse Maria was always kind and professional - she had to take a lot of blood draws from me throughout the processes, and it never hurt. She has such a gentle touch when it comes to needles. Maira handled the finance part, and was always helpful and answered questions I had. I always understood the costs associated with my care.I can’t more highly recommend HRC and Dr. Tourgeman, and his team. They are incredibly supportive, and helpful. Dr. Tourgeman is thorough, caring, knowledgeable, available, and best of all, he assembled an incredible team that has exhibited nothing but the highest professionalism and dedication to my care.

I’m not one to write a negative review. We scheduled an apt here weeks ago. We went off grid camping in Arizona before our appointment. WITHOUT NOTICE they said we needed to reschedule because we didn’t quarantine for 72 hours coming back into the state. We both have antibodies, too. Had us wait in the waiting room for 30 min and pay $8 parking before they told us this information. I get having your own rules but if you don’t disclose them it’s completely ridiculous. And the office is also very dusty and dirty. Find somewhere else to spend thousands of dollars.

Dr. Tourgeman is the best doctor I have had the pleasure to know - and I am happy to report that I am pregnant after two rounds of IVF and our first embryo implant.The highlights:- Dr. Tourgeman has the best bedside manner - the absolute best. I trust him to be honest and direct, but in a way that calms anxiety and brings focus to the path ahead. I looked forward to seeing him multiple times a week during the IVF cycles. He wasnt just my doctor, but a key member of my support team helping me to navigate what became an emotionally and physically taxing process. He never seemed rushed, always taking time to discuss my questions and concerns. He presents his perspective with experience and facts, but also an open-mindedness that is often missing from the fertility/pregnancy space. Honestly, he makes me feel like I am his favorite patient, even though I am sure that many of us share this feeling given his exceptional care.- The office runs on time! This was important to me as I was keeping everything under the radar from work. I was able to make early morning appointments around 7:45/8:00am and count on being in and out under 25 minutes.- The entire office staff is knowledgeable and supportive. Like I said, I looked forward to my visits and will be sad to leave HRC after 6+ months of frequent visits. They were also incredibly diligent (and patient) dealing with my unbelievably difficult insurance. Maria, Vivian, Wendy, Jessica - everyone has made this experience a positive one. Our family will be eternally grateful to all of them.To those of you considering fertility treatment, or maybe thinking about it for the future - DONT WAIT. I walked into Dr. Ts office at 27, without ever having tried to become pregnant naturally, but with a gut feeling that something was off for my body. After a few tests, Dr. T confirmed that my fertility didnt match my age and IVF was a wise course of action. Now, we are expecting our first child and feel much more in control of our family planning and path forward.Sincere thanks to Dr. Tourgeman and his team. You will always be a part of our family.

HRC is the most disorganized medical practice Ive ever experienced, and an already traumatizing time--going through IVF--was made so much worse by what I saw as extreme carelessness on the part of HRC. And I just read a news article that reported that HRC is being sued for implanting the wrong embryos (it wont let me link here, but if you google HRC wrong embryos it should come up), which doesnt shock me at all considering how incompetent their staff was.While there are a few good things about this practice--short wait times, a Dr. who seemed nice enough, kind surgery center nurses-- those positives are outweighed by HRCs mistakes which ranged from being extremely irritating, expensive, and inconvenient to causing emotional trauma. First, dealing with the financial counselor at HRC was a nightmare. She made countless mistakes with my account--costing me extra money-- and it took a lot of work on my part--some of which I had to escalate to management--to even get someone to finally acknowledge that she messed up and forgot to issue an owed refund and forgot to provide records and bills (I think she hoped Id just ignore the extra charges!). It should not take multiple emails to get a response to a simple question. Whenever I pressed for clarity or information or asked her to look into a potential mistake, she would either refuse to, or give me an answer that seemed like an outright lie--as was evidenced when I got a COMPLETELY different explanation from her manager while she could only muster up that a quote was no longer valid, which was impossible given the time frame . The other questions you have simply get ignored or you are told to contact person X but then person X never ever responds, or responds weeks later but doesnt actually answer your question or hangs up on you. Their inability to communicate clearly--or punctually--is astounding.While issues with billing and record-keeping were frustrating (and pricey!), they paled in comparison to the what seemed to be extreme sloppiness on the medical side. All treatment/medical communication goes through the nurse coordinator, which was frustrating because she made so many mistakes. I caught a bunch of those mistakes and sent replies to her emails asking for clarification, for her to make a correction, etc., but many times, those requests were ignored or significantly delayed. For example, a medication was ordered in excess, costing almost 1000 dollars. I asked about this via email and the issue was skirted until the next time I was in the office with her, and then, when pressed, admitted that HRC estimates medication and they often order (and charge you for!) too much on purpose (which I cant find disclosed in their medical forms, nor was it ever told to me verbally). Then she said my only recourse (for the extra medication SHE ordered that I didnt consent to!) was to sell it on the black market. She even suggested Facebook groups were a great place to sell excess fertility medication! I also had one of the PAs give me the same medication-selling advice, making me think that miscalculating meds/encouraging patients to do sketchy and illegal things to cover HRCs mistakes might be common practice at HRC.She also failed to provide key details including schedule changes/timelines for treatments. Instead, she pretended that this was the plan all along until pushed to admit she changed things (without telling me). She also had to be reminded to send necessary lab request information for my treatment/testing and address other key administrative duties. The last straw was the mistake made in my transfer procedure instructions--once again this nurse coordinator failed to provide essential details about requirements for taking the Valium that resulted in my not being able to get them to fix their mistakes in time for me to be allowed the medication during the (extremely unpleasant and invasive!) procedure. As a result, it added a level of extra pain and trauma to an already-stressful day.

They never answer the phone and I felt like all they cared about was selling me on egg freezing instead of caring about what was best for me.