พญ. Kathleen Hwang, สหรัฐอเมริกา

During my first cycle here, when I was preparing for an embryo transfer, they called and told me to transfer one embryo, which I had discussed and agreed on with the doctor. However, that day they asked me to transfer three embryos at once, and we ultimately transferred two. Of course, it did not work. This shows how they changed their minds. In October, we transferred the one remaining embryo, which also failed. During the consultation for the second cycle, the doctor had even forgotten that the remaining embryo had already been transferred. The second cycle was worse. The bill they sent us was unclear, but we still paid the debt collector as instructed. However, after I purchased expensive medication, they refused to let me proceed with the second cycle and demanded that I pay the bill again, even though the finance department had agreed to accept payment through the debt collector. They stopped the process, causing us significant financial, emotional, and physical costs. If you plan to undergo IVF with them, make sure they will not stop providing your care.

I felt the need to write a review because I have been a patient since 2023. I have undergone IUI and IVF. Although neither was successful, I am still fighting and preparing to begin another IVF cycle. Throughout my time here, all the staff have been wonderful. Every visit has been pleasant, and the staff greet you with smiles. They do not know how even small acts of kindness help me continue this journey. I hope I will have my little bundle of joy soon! One area that could be improved is providing more treatment and attention for men, especially when male-factor infertility is involved. This is already so difficult, and those specialists are usually out of pocket!

My experience at Penn Fertility was wonderful. Because of them, I have my daughter and son, so I truly have no negative feedback. Treatment and appointments met expectations, as did the costs. Dr. Kalra and her staff were wonderful from start to finish. I had previously visited another fertility clinic and was unhappy with it, so Penn was a positive and refreshing change.

I began the egg-freezing process at Penn Fertility. Everything from billing to scheduling created unnecessary stress and took too much time. Scheduling: Penn bases your retrieval protocol on a procedure date scheduled 2 months in advance. Any change in your menstrual cycle during those two months means they make you reschedule for a date several weeks later. They also require you to use birth control to fit their schedule. Billing: My insurance does not cover fertility treatment. My specialist copay is $35, and I do not need a referral to see a specialist. I later discovered that I was charged $480 for my first consultation with a Penn Fertility doctor because the bill used a diagnosis code for “infertility treatment.” The first visit was essentially just a sales pitch from the doctor. After the first visit, they scheduled an ultrasound. I called billing to ask whether my insurance would cover it. They checked and confirmed that it would. One month later, I received a denial letter from my insurance company, and Penn charged me $532 for the ultrasound. Because of all these issues, I stopped treatment with Penn and went to another clinic. My experience there was the complete opposite. They were very transparent about what insurance did and did not cover and even provided an intake form asking me to call my insurer to learn which diagnosis codes were covered. They also ensured my first visit was coded as a specialist visit, making my copay $35. They did not require me to choose a procedure date months in advance. They asked me to call on the first day of my period, and two weeks later, my eggs were retrieved, all without birth control. Do yourself a favor and skip Penn for egg retrieval. This is an incredibly emotional and expensive process. Penn does not have time to give you the care and attention you need.

Our time at Penn was stressful, disappointing, and lacked cost transparency. We had been under their care for unexplained infertility since 2022/8. Unfortunately, after our first IVF cycle, I miscarried in April—an ultrasound found no heartbeat. A nurse explained our options: 1) expectant management, 2) medical management, or 3) surgery. After discussion, we considered surgical versus medical management, with our preference depending on cost and insurance coverage. The nurse said the surgical/financial team would contact us to discuss costs and scheduling options. Later that day, Yolanda contacted me. I was told the scheduled surgical procedure was fully covered by our insurance and that the only out-of-pocket expense would be the Natera genetic testing fee. We proceeded with the D&E. Based on this discussion, I did not expect a bill for the procedure other than the Natera testing fee. Before surgery, I spoke with someone who said she could verify coverage/cost. She appeared to review my policy carefully over the phone and confirmed the Independent Personal Choice plan, saying, yes, you are covered. I did not realize I needed to verify the accuracy of Penn REI's information with my insurer. Penn charged $7,694, while our insurance covered only $4,163.11. Our out-of-pocket cost was $3.530.89—extremely expensive and unexpected. We had been told it would be fully covered with no out-of-pocket cost. Had we received accurate information about coverage and the procedure's cost, we would have chosen medical management or sought care at another, more affordable facility for the D&E. The lack of cost transparency affected our ability to give informed consent for surgery. We followed up with the Penn REI financial team—first Tamera, then Nichelle, and most recently Maura. All apologized for the poor communication but offered no realistic solution or accountability as a facility. They said we were responsible for the unexpected bill. They told me Yolanda was not actually part of the financial team, so I should have spoken with someone else in their department for more accurate information. I do not know how I was supposed to know that. They also said I should have contacted my insurer directly about potential coverage. Had their team told me they were unsure or unable to provide accurate information, I would have done so immediately. Unfortunately, I had a false sense of security that I had spoken to the right person and had no way of knowing the information was wrong. The facility's “solution,” offered by Tamera, Nichelle, and Maura, was an interest-free payment plan for the full bill and filing a claim with the Centers for Medicare & Medicaid Services under the No Surprises Act. We were also threatened that no further care, such as a future embryo transfer, would be possible unless we paid the bill or arranged a payment plan. This was cruel and heartbreaking. We had already spent more than $20,000 out of pocket at Penn. We should not be financially responsible for an expensive mistake made by Penn employees. Every member of the Penn REI clinical team we discussed this with, including several nurses, was sympathetic and appalled by the poor communication but unable to help. Infertility and miscarriage are painful enough, and Penn REI's financial team made everything even harder. I am writing this review because I hope no one else experiences this. I would not be surprised if this is a common response from the financial team. Please go elsewhere so you do not face the same situation.

Do not come here if you are queer—and it is probably best not to come if you are straight either. Their website prominently claims they are LGBTQ-informed, but we found that completely false. They said they could help us conceive with a known donor and charged us thousands of dollars, then communicated so poorly that it seemed they had never worked with a known donor before. They immediately began pushing IVF even though we had been very clear that we did not want it. We experienced numerous homophobic microaggressions and felt like part of an assembly line. The person we called for cycle updates was rude every time. They complained to us about our donor even though we explained that the donor was our close friend. They never investigated solutions to the problems we encountered. We stopped contacting them, pursued a DIY solution, and quickly became pregnant. We wish we had spent the money at Penn.

This was the worst experience of my life. They were unclear about what was happening with my body or my AMH level.

You would expect a place affiliated with Penn to uphold the highest standards, but unfortunately that was not my experience. I underwent egg retrieval there. The number of mature eggs was notably below the expected average for women my age. Although they assured me they would adjust the second attempt, the result did not improve. Based on my experience, this lack of improvement made me question their expertise in performing the procedure. I requested retrieval images and feedback from the December IVF meeting but received no response. Beyond the disappointing results, there were lapses in care. During the first attempt, the doctor initially failed to prescribe the trigger medication. I discovered this only on the day of the scheduled injection and had to rush to the HUP pharmacy at the last minute on August 21, 2023, barely obtaining it before closing. The second attempt brought similar frustration. The Lupron injection instructions were confusing: neither the dosage units nor whether the medication supplied by the pharmacy was ready to use or needed dilution was clear. Because timing was critical, I had to make an urgent call. As a biomedical researcher, I had to use my own expertise to determine the injection dose on November 9, 2023. I also reported all these experiences to a patient and customer relations representative on March 18, 2024. They acknowledged my complaint, but I never received a response!! It is concerning that the process appears to lack adequate oversight. Patients are still charged substantial amounts after poor prior results—for example, another treatment may cost $7,000. Unless patients pursue legal action, there seems to be little accountability for misconduct. If you have other options, I hope this review helps you decide where to receive fertility care.

My initial consultation was overly optimistic and understated the statistical reality of my diagnosis. The financial counselor did not clearly explain how likely I was to need multiple treatment cycles. This false hope made the eventual negative outcome even more devastating.

We felt like a number in a factory. After our second failed treatment, our protocol was not changed and no thorough review was performed. The doctor was rushed and could not remember the details of our treatment, making an already emotional process feel cold and transactional.

Update: Communication remains poor, and the link in their response does not work. Unfortunately, I am not surprised. My doctor and ultrasound technician were both kind. Unfortunately, however, I encountered many problems with inaccurate and misleading information from the finance, nursing, and front desk staff. If you live in New Jersey, I strongly recommend RMA over Penn. Penn Fertility Care has no New Jersey office or Penn pharmacy. Much of my care did not feel personalized, and getting accurate information the first time was nearly impossible. I developed serious complications after egg retrieval and was hospitalized for several days. Although I understand this is a known risk, Penn's communication afterward was terrible. They sent me a certified letter that was vague and confusing. It listed several contacts and phone numbers, but I could not reach any of them. Staff essentially told me, “The state requires us to send that letter; you do not need to do anything.” Do not give patients follow-up names and phone numbers if you do not intend for them to make contact.

Four stars. No complaints, but I have some constructive feedback. Everything here is based on my personal experience. I knew nothing about this before starting, so it has been quite a journey. This review is long, and some points may seem obvious to others. I underwent egg retrieval to preserve my fertility and keep options open for later in life. The staff at Penn Fertility were generally very friendly. I especially liked my ultrasound technician, Jane! She was my favorite. She has a great personality and sense of humor, listened carefully to my thoughts, and made me feel at ease. Most of the other staff were wonderful too. One medical assistant drew my blood twice and had a poor attitude and was rude. If the clinic needs more information about this assistant, I would be happy to provide her name privately. More than once, she stuck me two or three times for a blood draw but documented only one attempt. That is wrong. Except for one day, my waits were short and visits efficient. The process began with a telehealth consultation with a nurse practitioner, Boctor, followed by an appointment with Dr. Kalra and a follow-up with a nurse, Madeline. The process took several months. I first discussed egg freezing with my OB-GYN in August, consulted Penn Fertility in late August, and did not freeze my eggs until January. A lot happens in between, so if you are interested, get started. Ask many questions. There are many blood tests. Once you begin medications and injections, your schedule belongs to the clinic for the next month. The injections were easier than I expected. The hardest part was avoiding strenuous exercise for two weeks before and after retrieval because exercise is an important part of my life. I walked a lot but also prioritized rest. At times, you need to visit the clinic two or three times a week for labs and ultrasounds. This was not too difficult for me because I live within walking distance. All communication was through the MPM, My Penn Medicine, portal and handled by nurses from the beginning. I have some constructive feedback. Communication could sometimes be clearer and more transparent. For example, when I finally learned my retrieval was scheduled for Friday morning, I was simply told “Friday morning.” Only after I asked for the specific time was I told “7:15 a.m., arrive at 6:15.” In other situations, I also had to ask to receive necessary information, such as when my husband should pick me up. This information should be provided proactively. Please tell me everything I need to know; the process is complicated enough. There was also little timely communication about the exact retrieval date. Initially, I received a date range, but earlier that week a technician told me, based on my lab results and follicle count, that retrieval could not happen on that date. The nurse did not communicate any of this. It felt as though the clinical staff making these decisions may not consider that patients have jobs, families, and other responsibilities to arrange around appointments. Egg retrieval is surgery, and they recommend resting for a day or two, so I had discussed the expected leave dates with my supervisors. Fortunately, I did not mind telling them what procedure I was having, because no other surgery is scheduled as unpredictably as egg retrieval. I had to explain everything to them. On another occasion, my nurse entered the wrong blood draw time in MPM, causing chaos early Saturday morning. I also nearly ran out of one injection, which I discovered on a Saturday. The clinic tells patients to track their own medications, so that was entirely my fault. I had to call several pharmacies for a refill and ultimately drive 45 minutes to West Chester to get it. It was an exasperating day. The egg retrieval itself was quick and painless, and the doctor retrieved far more eggs than expected. I have reviewed the Reproductive Surgical Facility separately. Overall, recommended.

Dr. Kaitlyn Martin is one of the coldest, least compassionate, and most unreasonable “professionals” my husband and I have ever met. I cannot understand how she still works at this clinic and accepts new patients. If you are considering her, stay far away from her “care.” My husband and I spoke with her perhaps three times in a year, including once during IVF when she called and yelled at me. She did not follow up, did not congratulate us on the pregnancy, and made it extremely difficult for my new OB-GYN to obtain my records. In short, she is a disgrace to medicine.

My wife and I had a very good experience. The nurses explained everything clearly and helped us feel relaxed throughout. The surgical team checked on us afterward and even joked with us, which was very reassuring. Overall, we felt very well cared for.

This clinic gave me tremendous support and help throughout my difficult fertility journey. Before starting treatment, my doctor found an ovarian cyst that needed to be removed. Dr. O'Neill was kind and considerate throughout the process. Unfortunately, I developed an infection after surgery, and Dr. O'Neill and the clinic nurses were very responsive and helpful. They gave me plenty of medical supplies to aid my recovery. Every healthcare professional I encountered throughout the process was wonderful! They patiently answered all my questions and were warm and friendly, which I feel is especially important in this setting. I completely trust my care team and feel that they want me to succeed just as much as I do. The clinic also responds promptly through the patient portal. Whenever I send a message, Devaney replies quickly with a thorough and kind response. The front desk and other office staff are wonderful as well. Once, the clinic was short-staffed during an appointment and there were some delays, so they provided snacks and drinks for us while we waited. I personally highly recommend this clinic, especially if you have polycystic ovary syndrome and want a provider who is very knowledgeable about PCOS.