Feedback

Patient Feedback

We want to hear your voice

Whether you wish to share suggestions, ideas, compliments, or concerns about the care you received, your voice helps us improve and maintain high standards of service. Please know:

All feedback is voluntary. You may skip any question or stop at any time without any effect on your care.
Responses are confidential. Your feedback will be stored securely, and access will be limited to authorised staff only, for quality improvement.
If you provide personal details (name, email, etc.), these will be managed in accordance with the Kenya Data Protection Act, 2019, and the ODPC Guidance Note on Health Data, to ensure privacy and proper handling of sensitive data.

At Harley Street Fertility Centre Kenya, we understand this journey is deeply personal. Your feedback helps us provide kinder, more personalised care, and ensures our services remain transparent, respectful, and aligned with what you need.

https://hsfckenya.com/wp-content/uploads/2023/09/HSFC-Kenya-061-Female-fertility-test-1-1080x1080-1.png

Thank you for coming to Harley Street Fertility Centre Kenya Ltd

The feedback you share will help us continue to provide care that is grounded in clarity, compassion and honesty.

Step 1 of 6

Section 1 – Booking

How did you find the booking process?

	Excellent	Very Good	Good	Fair	Could Be Better
Ease	ExcellentEase Excellent	Very GoodEase Very Good	GoodEase Good	FairEase Fair	Could Be BetterEase Could Be Better
Efficiency	ExcellentEfficiency Excellent	Very GoodEfficiency Very Good	GoodEfficiency Good	FairEfficiency Fair	Could Be BetterEfficiency Could Be Better

This helps us understand whether our booking process is user-friendly, accessible, and meets your expectations. Booking is the first step in your journey, so challenges here can affect your overall experience.

How clear were the instructions/communication before your visit?

	Excellent	Very Good	Good	Fair	Could Be Better	Not Applicable
Email	ExcellentEmail Excellent	Very GoodEmail Very Good	GoodEmail Good	FairEmail Fair	Could Be BetterEmail Could Be Better	Not ApplicableEmail Not Applicable
Phone	ExcellentPhone Excellent	Very GoodPhone Very Good	GoodPhone Good	FairPhone Fair	Could Be BetterPhone Could Be Better	Not ApplicablePhone Not Applicable
WhatsApp	ExcellentWhatsApp Excellent	Very GoodWhatsApp Very Good	GoodWhatsApp Good	FairWhatsApp Fair	Could Be BetterWhatsApp Could Be Better	Not ApplicableWhatsApp Not Applicable

This helps us understand whether you received all the key details, such as your appointment date and time, what to bring, and any treatment preparation instructions, all of which contribute to arriving feeling confident and well-prepared.

How timely was the communication for each of the following aspects of your appointment(s)

	Excellent	Very Good	Good	Fair	Could Be Better	Not Applicable
Date & Time Confirmation	ExcellentDate & Time Confirmation Excellent	Very GoodDate & Time Confirmation Very Good	GoodDate & Time Confirmation Good	FairDate & Time Confirmation Fair	Could Be BetterDate & Time Confirmation Could Be Better	Not ApplicableDate & Time Confirmation Not Applicable
What To Bring	ExcellentWhat To Bring Excellent	Very GoodWhat To Bring Very Good	GoodWhat To Bring Good	FairWhat To Bring Fair	Could Be BetterWhat To Bring Could Be Better	Not ApplicableWhat To Bring Not Applicable
Delays & Rescheduling	ExcellentDelays & Rescheduling Excellent	Very GoodDelays & Rescheduling Very Good	GoodDelays & Rescheduling Good	FairDelays & Rescheduling Fair	Could Be BetterDelays & Rescheduling Could Be Better	Not ApplicableDelays & Rescheduling Not Applicable

This helps us understand how well we manage appointment scheduling and communication, both key contributors to your experience and confidence. We aim to keep things clear and predictable from the start.

bt_bb_section_bottom_section_coverage_image

	Excellent	Very Good	Good	Fair	Could Be Better
Arrival & Greeting	ExcellentArrival & Greeting Excellent	Very GoodArrival & Greeting Very Good	GoodArrival & Greeting Good	FairArrival & Greeting Fair	Could Be BetterArrival & Greeting Could Be Better
Staff Introduction	ExcellentStaff Introduction Excellent	Very GoodStaff Introduction Very Good	GoodStaff Introduction Good	FairStaff Introduction Fair	Could Be BetterStaff Introduction Could Be Better
Check-in / Registration	ExcellentCheck-in / Registration Excellent	Very GoodCheck-in / Registration Very Good	GoodCheck-in / Registration Good	FairCheck-in / Registration Fair	Could Be BetterCheck-in / Registration Could Be Better

	Excellent	Very Good	Good	Fair	Could Be Better	Not Applicable
Reception	ExcellentReception Excellent	Very GoodReception Very Good	GoodReception Good	FairReception Fair	Could Be BetterReception Could Be Better	Not ApplicableReception Not Applicable
Nurses Room	ExcellentNurses Room Excellent	Very GoodNurses Room Very Good	GoodNurses Room Good	FairNurses Room Fair	Could Be BetterNurses Room Could Be Better	Not ApplicableNurses Room Not Applicable
Diagnostics (Imaging)	ExcellentDiagnostics (Imaging) Excellent	Very GoodDiagnostics (Imaging) Very Good	GoodDiagnostics (Imaging) Good	FairDiagnostics (Imaging) Fair	Could Be BetterDiagnostics (Imaging) Could Be Better	Not ApplicableDiagnostics (Imaging) Not Applicable
Fertility Specialist(s) Room	ExcellentFertility Specialist(s) Room Excellent	Very GoodFertility Specialist(s) Room Very Good	GoodFertility Specialist(s) Room Good	FairFertility Specialist(s) Room Fair	Could Be BetterFertility Specialist(s) Room Could Be Better	Not ApplicableFertility Specialist(s) Room Not Applicable

	Excellent	Very Good	Good	Fair	Could Be Better	Not Applicable
Fertility Specialist(s)	ExcellentFertility Specialist(s) Excellent	Very GoodFertility Specialist(s) Very Good	GoodFertility Specialist(s) Good	FairFertility Specialist(s) Fair	Could Be BetterFertility Specialist(s) Could Be Better	Not ApplicableFertility Specialist(s) Not Applicable
Nurse(s)	ExcellentNurse(s) Excellent	Very GoodNurse(s) Very Good	GoodNurse(s) Good	FairNurse(s) Fair	Could Be BetterNurse(s) Could Be Better	Not ApplicableNurse(s) Not Applicable
Embryologist(s)	ExcellentEmbryologist(s) Excellent	Very GoodEmbryologist(s) Very Good	GoodEmbryologist(s) Good	FairEmbryologist(s) Fair	Could Be BetterEmbryologist(s) Could Be Better	Not ApplicableEmbryologist(s) Not Applicable
Pharmacist(s)	ExcellentPharmacist(s) Excellent	Very GoodPharmacist(s) Very Good	GoodPharmacist(s) Good	FairPharmacist(s) Fair	Could Be BetterPharmacist(s) Could Be Better	Not ApplicablePharmacist(s) Not Applicable

	Extremely Clear	Very Clear	Clear Enough	Somewhat Clear	Needs More Clarity
Procedures	Extremely ClearProcedures Extremely Clear	Very ClearProcedures Very Clear	Clear EnoughProcedures Clear Enough	Somewhat ClearProcedures Somewhat Clear	Needs More ClarityProcedures Needs More Clarity
Treatments	Extremely ClearTreatments Extremely Clear	Very ClearTreatments Very Clear	Clear EnoughTreatments Clear Enough	Somewhat ClearTreatments Somewhat Clear	Needs More ClarityTreatments Needs More Clarity
Medications	Extremely ClearMedications Extremely Clear	Very ClearMedications Very Clear	Clear EnoughMedications Clear Enough	Somewhat ClearMedications Somewhat Clear	Needs More ClarityMedications Needs More Clarity
Lifestyle Choices	Extremely ClearLifestyle Choices Extremely Clear	Very ClearLifestyle Choices Very Clear	Clear EnoughLifestyle Choices Clear Enough	Somewhat ClearLifestyle Choices Somewhat Clear	Needs More ClarityLifestyle Choices Needs More Clarity

	Excellent	Very Good	Good	Fair	Could Be Better
Privacy when discussing your condition or treatment	ExcellentPrivacy when discussing your condition or treatment Excellent	Very GoodPrivacy when discussing your condition or treatment Very Good	GoodPrivacy when discussing your condition or treatment Good	FairPrivacy when discussing your condition or treatment Fair	Could Be BetterPrivacy when discussing your condition or treatment Could Be Better
Being cared for with respect and dignity during your visit	ExcellentBeing cared for with respect and dignity during your visit Excellent	Very GoodBeing cared for with respect and dignity during your visit Very Good	GoodBeing cared for with respect and dignity during your visit Good	FairBeing cared for with respect and dignity during your visit Fair	Could Be BetterBeing cared for with respect and dignity during your visit Could Be Better
The extent of your involvement in decisions about your care and treatment	ExcellentThe extent of your involvement in decisions about your care and treatment Excellent	Very GoodThe extent of your involvement in decisions about your care and treatment Very Good	GoodThe extent of your involvement in decisions about your care and treatment Good	FairThe extent of your involvement in decisions about your care and treatment Fair	Could Be BetterThe extent of your involvement in decisions about your care and treatment Could Be Better
Having someone to talk to about your worries or fears	ExcellentHaving someone to talk to about your worries or fears Excellent	Very GoodHaving someone to talk to about your worries or fears Very Good	GoodHaving someone to talk to about your worries or fears Good	FairHaving someone to talk to about your worries or fears Fair	Could Be BetterHaving someone to talk to about your worries or fears Could Be Better
Receiving compassionate care	ExcellentReceiving compassionate care Excellent	Very GoodReceiving compassionate care Very Good	GoodReceiving compassionate care Good	FairReceiving compassionate care Fair	Could Be BetterReceiving compassionate care Could Be Better

Patient Feedback

We want to hear your voice

Thank you for coming to Harley Street Fertility Centre Kenya Ltd

Section 1 – Booking

Section 2 – Arrival & Check-In

Section 3 – Treatment / Clinical / Staff Experience

Section 4 – Check Out, Billing & Departure

Section 5 – Overall Experience

Section 6 – Completion & Submission

	Completely	Largely	Partially	Somewhat	Could Be Better
We Listened	CompletelyWe Listened Completely	LargelyWe Listened Largely	PartiallyWe Listened Partially	SomewhatWe Listened Somewhat	Could Be BetterWe Listened Could Be Better
We Addressed	CompletelyWe Addressed Completely	LargelyWe Addressed Largely	PartiallyWe Addressed Partially	SomewhatWe Addressed Somewhat	Could Be BetterWe Addressed Could Be Better

	Yes, Absolutely	Pretty Much	I hoped for more	I needed to follow up	Not Applicable
Were you informed about the cost of diagnostic tests or treatments in the course of your appointment (as relevant)?	Yes, AbsolutelyWere you informed about the cost of diagnostic tests or treatments in the course of your appointment (as relevant)? Yes, Absolutely	Pretty MuchWere you informed about the cost of diagnostic tests or treatments in the course of your appointment (as relevant)? Pretty Much	I hoped for moreWere you informed about the cost of diagnostic tests or treatments in the course of your appointment (as relevant)? I hoped for more	I needed to follow upWere you informed about the cost of diagnostic tests or treatments in the course of your appointment (as relevant)? I needed to follow up	Not ApplicableWere you informed about the cost of diagnostic tests or treatments in the course of your appointment (as relevant)? Not Applicable
If you were prescribed new medication, were the purpose and possible side effects clearly explained?	Yes, AbsolutelyIf you were prescribed new medication, were the purpose and possible side effects clearly explained? Yes, Absolutely	Pretty MuchIf you were prescribed new medication, were the purpose and possible side effects clearly explained? Pretty Much	I hoped for moreIf you were prescribed new medication, were the purpose and possible side effects clearly explained? I hoped for more	I needed to follow upIf you were prescribed new medication, were the purpose and possible side effects clearly explained? I needed to follow up	Not ApplicableIf you were prescribed new medication, were the purpose and possible side effects clearly explained? Not Applicable
Before you left, did the staff provide you with all the information you needed?	Yes, AbsolutelyBefore you left, did the staff provide you with all the information you needed? Yes, Absolutely	Pretty MuchBefore you left, did the staff provide you with all the information you needed? Pretty Much	I hoped for moreBefore you left, did the staff provide you with all the information you needed? I hoped for more	I needed to follow upBefore you left, did the staff provide you with all the information you needed? I needed to follow up	Not ApplicableBefore you left, did the staff provide you with all the information you needed? Not Applicable

	Extremely Clearly	Very Clearly	Clearly	Clearly Enough	Needs More Clarity
Tests	Extremely ClearlyTests Extremely Clearly	Very ClearlyTests Very Clearly	ClearlyTests Clearly	Clearly EnoughTests Clearly Enough	Needs More ClarityTests Needs More Clarity
Procedures	Extremely ClearlyProcedures Extremely Clearly	Very ClearlyProcedures Very Clearly	ClearlyProcedures Clearly	Clearly EnoughProcedures Clearly Enough	Needs More ClarityProcedures Needs More Clarity
Treatments	Extremely ClearlyTreatments Extremely Clearly	Very ClearlyTreatments Very Clearly	ClearlyTreatments Clearly	Clearly EnoughTreatments Clearly Enough	Needs More ClarityTreatments Needs More Clarity
Medications	Extremely ClearlyMedications Extremely Clearly	Very ClearlyMedications Very Clearly	ClearlyMedications Clearly	Clearly EnoughMedications Clearly Enough	Needs More ClarityMedications Needs More Clarity
Follow Ups	Extremely ClearlyFollow Ups Extremely Clearly	Very ClearlyFollow Ups Very Clearly	ClearlyFollow Ups Clearly	Clearly EnoughFollow Ups Clearly Enough	Needs More ClarityFollow Ups Needs More Clarity

	Seamless	Smooth & Clear	Fairly Easy	Somewhat Easy	Could Be Better
Payment	SeamlessPayment Seamless	Smooth & ClearPayment Smooth & Clear	Fairly EasyPayment Fairly Easy	Somewhat EasyPayment Somewhat Easy	Could Be BetterPayment Could Be Better
Checkout	SeamlessCheckout Seamless	Smooth & ClearCheckout Smooth & Clear	Fairly EasyCheckout Fairly Easy	Somewhat EasyCheckout Somewhat Easy	Could Be BetterCheckout Could Be Better

	Fully Met My Needs	Mostly Met My Needs	Partially Met My Needs	Could Be Better	Not Applicable
Appointment Booking(s)	Fully Met My NeedsAppointment Booking(s) Fully Met My Needs	Mostly Met My NeedsAppointment Booking(s) Mostly Met My Needs	Partially Met My NeedsAppointment Booking(s) Partially Met My Needs	Could Be BetterAppointment Booking(s) Could Be Better	Not ApplicableAppointment Booking(s) Not Applicable
Reception	Fully Met My NeedsReception Fully Met My Needs	Mostly Met My NeedsReception Mostly Met My Needs	Partially Met My NeedsReception Partially Met My Needs	Could Be BetterReception Could Be Better	Not ApplicableReception Not Applicable
Fertility Nurse(s)	Fully Met My NeedsFertility Nurse(s) Fully Met My Needs	Mostly Met My NeedsFertility Nurse(s) Mostly Met My Needs	Partially Met My NeedsFertility Nurse(s) Partially Met My Needs	Could Be BetterFertility Nurse(s) Could Be Better	Not ApplicableFertility Nurse(s) Not Applicable
Diagnostics (Imaging, Medical Lab Tests)	Fully Met My NeedsDiagnostics (Imaging, Medical Lab Tests) Fully Met My Needs	Mostly Met My NeedsDiagnostics (Imaging, Medical Lab Tests) Mostly Met My Needs	Partially Met My NeedsDiagnostics (Imaging, Medical Lab Tests) Partially Met My Needs	Could Be BetterDiagnostics (Imaging, Medical Lab Tests) Could Be Better	Not ApplicableDiagnostics (Imaging, Medical Lab Tests) Not Applicable
Embryologist(s)	Fully Met My NeedsEmbryologist(s) Fully Met My Needs	Mostly Met My NeedsEmbryologist(s) Mostly Met My Needs	Partially Met My NeedsEmbryologist(s) Partially Met My Needs	Could Be BetterEmbryologist(s) Could Be Better	Not ApplicableEmbryologist(s) Not Applicable
Fertility Specialist(s)	Fully Met My NeedsFertility Specialist(s) Fully Met My Needs	Mostly Met My NeedsFertility Specialist(s) Mostly Met My Needs	Partially Met My NeedsFertility Specialist(s) Partially Met My Needs	Could Be BetterFertility Specialist(s) Could Be Better	Not ApplicableFertility Specialist(s) Not Applicable
Pharmacy	Fully Met My NeedsPharmacy Fully Met My Needs	Mostly Met My NeedsPharmacy Mostly Met My Needs	Partially Met My NeedsPharmacy Partially Met My Needs	Could Be BetterPharmacy Could Be Better	Not ApplicablePharmacy Not Applicable
Finance / Billing	Fully Met My NeedsFinance / Billing Fully Met My Needs	Mostly Met My NeedsFinance / Billing Mostly Met My Needs	Partially Met My NeedsFinance / Billing Partially Met My Needs	Could Be BetterFinance / Billing Could Be Better	Not ApplicableFinance / Billing Not Applicable