I went to the Brighton specialty center today to have a hydrogen breath test performed. It is a…read moreprocedure that takes approximately two hours. The staff was so inviting and so kind to me. It was a little chilly in the room so I was offered a warm blanket. And then when I was still cold, they gave me another warm blanket. Each time they came into the room, which was every 15 minutes, they always had a smile on their face. When the procedure was over, the nurse was kind to let me know what to expect next and how many days to wait for the results before it would show up on my portal. If you have a procedure to be done, it's worth the drive out to Brighton. I love it every time I come out to this facility.

Reception staff at the blood draw were incredibly rude and possibly racist as they were rude about…read moremy wife's name because it is foreign. They gave her attitude after she spelled her last name. The same receptionist ignores me when I spell my name so it takes like 3-4 minutes extra before she actually decides to listen to what I'm saying. If I were the u of m I would retrain some of your staff in customer service. The care once you get past reception is great. The physical therapists are amazing and so helpful. The biggest issues are the long wait times made worse by inefficient and rude staff.

My husband and I have just started the process of determining our cause of infertility and what our…read moreoptions will be. I was shocked to find out that their cash pay amount for the semen analysis is $250. They claim you owe $65 upfront because insurance doesn't ever cover that portion (my understanding was it is basically a surcharge for using their lab). Then they bill your health insurance $185. After we found out our health insurance doesn't cover the analysis, I inquired about the cash pay rate for the next analysis needed. They said it is $250. There was no cash pay discount. I explained if insurance covered the analysis, they wouldn't pay the $185 in full. It would be substantially less and based on my research less than $50. Hence, why most providers offer a cash pay discount. The billing office was unable to justify their actions (not that they technically needed to) and lacked all signs of empathy or understanding. I feel they take advantage of people who have no other options. My husband took a day off work to do an analysis and drop off the sample at the local office 20 minutes away. That morning they called and said he had to switch to their main office, which is over an hour away, due to lack of staffing at the local office. I would think the local office would have a backup plan for their office if an employee was a no show as they indicated that was the reason. Evidently, their backup plan is to travel to a different office. I find that to be a poor business plan resulting in a poor customer experience. During our initial appointment they requested I call on day one of my next cycle so they could schedule me for multiple time sensitive tests. However, it took four months for there to be an opening that would work with my timing. They had the audacity to advise they would need to put me on birth control so they could decide when my cycle starts. I inquired if my OBGYN could perform the procedures as they did some of them previously and the person voiced hesitation and frustration at my inquiry. I advised I would not be going on birth control due my history with it. If a provider tells you to call so the next month they can get you scheduled but they end up having no openings for four months, that is a poor customer experience. I also feel they decide to do every test imaginable when they might not all be needed based on prior testing done or the results of the semen analysis. It felt like it was a cookie cutter appointment and treatment plan. Our end goal is to have a baby. Hopefully that will happen and the poor customer experience will be a distant memory. However, we have a long way to go and it is very disheartening and frustrating. I don't know if this is standard across the infertility industry, but I would recommend trying a different clinic if you are just starting out.

We have our 11 mo old baby thanks to Dr Gago. We returned to try for another. We are so grateful.read more