Kindbody Century City

I receive Kind Body benefits via my employer so I gave them a try and my experience unfortunately felt rushed and un-tailored, and as a new patient I had to take a lot of the education process on myself versus the team proactively or intuitively guiding me through the process.nnAt one point I received conflicting information from different nurses that I believe led me to start medication intake at the wrong time. I also didn’t receive guided instructions on how to administer the medication until well after I had started taking them, by then I had been taking the doses incorrectly. This didn’t stop them from proceeding with the egg retrieval process, and I believe my outcome on that procedure could have been better, had the Kind Body team been more diligent and hands on with their instructions versus defaulting me to the “portal”.nnThey claim that all of the information is in the “portal”, which it technically speaking was, but if their goal is focused on optimizing the patient experience and successful outcomes, Kind Body needs to seriously reevaluate what that means in practice. Pointing patients to the “portal” should not absolve medical staff from properly orienting and guiding patients so that mistakes are avoided. These are women’s bodies that are being entrusted to them - I would hope they’d understand that erring on the side of over communicating should be a best practice.nnThey recommended I do a second round of egg retrieval and I did not do it because I did not feel properly supported during my first experience. I will continue to pay for the maintenance of my tissue with them but that will likely be the extent of my engagement with Kind Body.

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I've been on an IVF journey for several years, with more than 10 cycles across different clinics and had some success along the way as we build our family.nnI've been happiest with Kindbody as they have found the best balance between actual Kindness and Efficient Professionalism.nnLike all the well known fertility clinics I've been with, if you want to speak with the doctor overseeing your treatment outside of your specific cycle discussions (due to their being in high demand) you will need to request this. However, unlike with a few of the other clinics they make this super easy. They're Portal is excellent and their Central Call Admin Team are too.nnEveryone knows Kindbody Techs are the sweetest and very good at their jobs, but I have to also give a shout out to the unsung sheroes in the Call Center Team. A few of them are pretty amazing and will make your requests their goals for the day and will track down and message everyone involved until your questions are resolved.nnI've also really enjoyed the different nurses and doctors involved in my various cycles, both in person and via the portal. They have all been expert, passionate, thoughtful and responsive - while also keeping things moving, as they know that the biological clock continues to tick harder and louder with each passing month. And when any wires get crossed along the way ( which is inevitable with how complex ivf treatment plans are), they jump into action to fix it.nnAnd the thing I appreciate the most is that I've been able to connect and have wider conversations with my overseeing doctor, as well as higher ups in the Kindbody hierarchy about concerns that are specific to me as a woman of color. They really take the time to listen and consider various aspects before coming to their decisions about how we move forward. And as we're on this marathon together, I like knowing I have solid travel companions on this long and challenging journey..

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I am very disappointed in this clinic and it’s services. Having experienced infertility concerns and finally getting pregnant before my initial appointment here I was hopeful that the clinic’s values would be reflected in the care and service I received, but it unfortunately was not. Locating the Century City clinic was a nightmare, we followed text instructions and were incorrectly directed by the mall concierge and the Kindbody call center operator which caused me to be 10minutes late. The only pleasant person I interacted with was the ultrasound technician who was very kind and warm. I met with Dr. Anupama Kathiresan who appeared apathetic, cold and bothered by questions my husband and I asked. We felt excited and anxious going into this appointment and left disappointed in what was supposed to be a happy occasion to confirm our pregnancy but was overshadowed by poor service. The whole appointment was impersonal and felt like they were trying to move us out. Scheduling appointments has also been a nightmare with an inefficient system and call center operators extending wait times. I will not be returning here.

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I do not have the memory or emotional capacity to document all of the ways that this clinic failed to meet expectations of quality care.nI will say one positive thing- The ultrasound techs were wonderful. All of them were very sweet and positive and made you feel like family.nnTo keep our terrible experience to a few main highlights:n-We had a follow up appointment cancelled so that our doctor could attend a promotional instagram live event instead. We weren't directly told this was the reason but lo and behold when she went live on insta at the exact time of our appointment it became clear what had happened. This lack of transparency, and focus on brand image as opposed to actual patient care is seen and felt throughout the Kindbody experience.nn-Treatment protocol was not responsive to our needs, requests, or my wife's particular response to medication. I don't want to get in to too much more detail in a public forum, but I think others going through the fertility journey will understand how crucial this piece is when building a relationship with a doctor.nn-We only saw our doctor for one actual procedure (we had three procedures- not counting all of our other appointments). You feel that you are in a factory where no one really knows you, your story, or your even your name. I am sure all of them are highly qualified- that is not my concern, but we never felt a connection to our doctor.nn-They are near impossible to get a hold of. Most phone numbers lead to a dispatcher of sorts for all Kindbody locations. Portal messages are a bit better, but even those are often responded to by whoever is in, and aren't very linear. The communication is lacking and at one point we were even given incorrect instructions about when to give a time sensitive medication- as in the wrong day. Thank G-d I caught the error and pointed it out to them. These mistakes are not small and could have cost us the entire cycle. I understand to be human is to make mistakes. If that were my only concern it wouldn't be worth including, but it's part of a bigger picture where no one person was connected to us or accountable for our care- so it's easy to slip through the cracks.nn-Hidden fees. There is no true package. You will pay a package rate (which is itself overpriced- do your research) and then continue to receive extra bills. The final straw for me on this one was after we left the clinic they decided to start charging us for the pregnancy test blood draws we had while we were with them. We had been there for months and a balance had never been mentioned, the timing seemed interesting that it was only brought up when we decided to take our wallets elsewhere. Even after we settled our accounts (and were given a receipt saying as much) and had been at another clinic for nearly a month, they charged my wife's card without prior consent and simply sent a portal message after the fact saying there was another blood test they found that we owed them on. It's wild to me that they still even kept our card information on file, let alone felt justified in running it without any prior conversation for a bill that they magically found nearly a month after telling us our account had zero balance.nnWe decided to leave because after our third failed procedure (which I do not hold against them, that could have happened anywhere- success rates are what they are) we were distraught and my wife didn't make it to her follow up pregnancy blood test. We never heard from our doctor or anyone. Can you imagine a months long relationship with your fertility doctor, giving them thousands on thousands of dollars, and them never bothering to send a message to ask if you are okay or if the procedure was successful?nnWe realized we would never be more than a number (a dollar amount) to Kindbody and we found a new doctor. We are so so so happy. I think it's important to note we haven't been successful with him yet. Because that's not the point of my review, It's about how we are treated along the way..

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