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HRC Fertility Group

US United States
· Pasadena
SART·Society for Assisted Reproductive Technology Member ↗
SART member practice; ART cycles reported annually to SART and the CDC
CAP·College of American Pathologists Laboratory Accreditation ↗
CAP laboratory accreditation recorded for the embryology laboratories
CLIA·Clinical Laboratory Improvement Amendments ↗
CLIA-certified laboratory operations
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Trusted hospital backed by real patient reviews
3.3
12
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1,668
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HRC Fertility Group
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About

About HRC Fertility Group

HRC Fertility opened in Pasadena in 1988 and has grown into one of California’s larger private reproductive medicine networks: 15 offices, listed by the practice as Beverly Hills, Carlsbad, Encino, Fullerton, Las Vegas, Mission Viejo, Newport Beach, Pasadena, Rancho Cucamonga, San Diego, San Francisco, Santa Clarita Valley (Valencia), Silicon Valley (Foster City), West LA and Westlake Village. Las Vegas, opened in February 2026, is the first site outside California.

This page is the Pasadena center — 55 S. Lake Avenue, ninth floor — the group’s original location and one of the two offices (with Newport Beach) whose cycles HRC reports in a single combined SART/CDC record. Read the numbers on this page as two-center network data, not as Pasadena-only results. The office choice also matters practically: the physicians below rotate across specific campuses, so the doctor you see depends on where you register.

HRC operates as an affiliate of Keck Medicine of USC, and its academic bench is real rather than decorative. Botros Rizk holds the USC chair of the Reproductive Endocrinology and Infertility division; Katherine McDaniel is a USC assistant professor, head of oncofertility and assistant fellowship program director there; Pasadena and Newport Beach attendings carry USC and UCLA faculty titles. The practice says it was the first center on the West Coast to introduce ICSI and preimplantation genetic screening and diagnosis, and it has served as a site for FDA-sponsored trials including in-vitro oocyte maturation (GAMETO), a gonadotropin biosimilar (GRACE) and a PCOS protocol study (REBALANCE). Robert Boostanfar was principal investigator on the largest randomized controlled trial in IVF published in Human Reproduction.

On outcomes, honest framing is needed. The CDC’s 2022 ART figures used here report 42.8% for patients under 35 across the Newport Beach and Pasadena centers. That sits below the 53.2% national under-35 figure in the SART 2023 national summary shown in the same table — and the two are different metrics from different years on different denominators, so they cannot be ranked against each other directly. HRC’s own marketing states that its success rates exceed national averages; the published federal data on this page does not demonstrate that, and no office-level split exists to check it. Ask the clinic for the SART clinic-specific report for the year you start, and compare per-transfer with per-intended-retrieval figures before you draw a conclusion. The volume figure carried in this page’s data block is a network-level number that our sources do not trace to a single registry report, so we do not compare it against the ~873-cycle per-clinic national average — a network total spread across 15 offices would overstate any one center’s volume.

Accreditations & Awards

  • SART member practice reporting to the CDC. Newport Beach and Pasadena cycles are filed under one combined SART clinic record (ID 2538) — the same two-center report unit the practice links from its own success-rate page. Verify the current record before relying on any figure.
  • CAP laboratory accreditation and CLIA certification recorded for the program’s embryology laboratories.
  • Newsweek “America’s Best Fertility Clinics,” 2026, displayed on the practice’s own site.
  • Three in-house embryology labs with named, board-certified directors: Tih Tan (ABB laboratory director in Pasadena, a founding member of the original 1988 group), Charlotte Khoury (AAB technical supervisor who built the Orange County lab in 2000), and Eric Urcia (scientific director in Encino, trained at Weill Cornell’s Center for Reproductive Medicine).
  • ABOG certification in Reproductive Endocrinology and Infertility and in Obstetrics and Gynecology across the attending roster, with Fellows of ACOG (FACOG) and additional US, Canadian and UK board credentials on Dr. Rizk’s record.
  • A 33-physician roster plus four REI fellows, most of them USC- or UCLA-trained, with six appointments that begin in 2026 — a network still adding capacity rather than consolidating.

Why Choose HRC Fertility Group

  • The lab is in the building, and it is staffed by specialists. Culture runs in low-oxygen incubators on continuous medium, embryos can be held to day 7, and blastocyst vitrification is done in house with the practice reporting that virtually all survived embryos are recovered after thaw. That matters if you want a freeze-all strategy or a day-6/day-7 transfer without shipping gametes to a third party.
  • Chain-of-custody controls you can ask about by name: RI Witness electronic matching on gametes and embryos at every handling step.
  • Time-lapse plus AI assessment available — Geri incubator imaging paired with CHLOE analysis, used for embryo selection in labs that run it.
  • An on-site surgery center (Reproductive Surgical Associates), so retrievals and supportive surgical procedures happen at the same address as your monitoring appointments — the main logistical reason international patients pick this network.
  • Third-party reproduction at scale. Pasadena is one of the highest-volume donor egg and gestational carrier practices in the United States, which is where waiting times, donor screening throughput and legal-documentation experience actually accumulate.
  • Options for patients who want less medication: Needle-Free IVF (oral stimulation with a single injection) and FemaSeed intratubal insemination, a technique few US clinics offer.
  • Single embryo transfer is emphasized, not incidental. The practice lists Single Embryo Transfer (SET/eSET) among its core IVF techniques and offers it specifically to lower the risk of higher-order multiples; our sources publish no clinic-level SET percentage or twin/triplet rate for this network, so we do not quote one.
  • Early monitoring hours. Pasadena physicians hold office sessions from 7:30 a.m. on weekdays, which is the difference between keeping a job and dropping one during a stimulation cycle.
  • Chinese-language coordination. Staff languages at the offices include Chinese, Spanish, Korean and Russian, and the practice maintains a Chinese-language patient channel; a WeChat-based consult path and Chinese medical coordinators are the reason a large share of its Asian patients choose California.

IVF & Fertility Services

  • In Vitro Fertilization (IVF): stimulation with injectable or oral protocols, bloodwork and ultrasound monitoring, transvaginal retrieval, conventional insemination or ICSI, blastocyst culture, and fresh or frozen transfer.
  • ICSI (Intracytoplasmic Sperm Injection): performed in house; HRC was among the first US clinics offering micromanipulation for severe male factor, and it maintains male-infertility and unexplained-infertility programs.
  • Needle-Free IVF: oral medications plus a single injection for stimulation, aimed at patients who cannot or do not want to self-inject for two weeks.
  • PGT-A and PGT-M: embryo genetic screening and single-gene testing, coordinated with biopsy at the blastocyst stage and a freeze-all transfer cycle.
  • Single embryo transfer (SET/eSET) and blastocyst transfer, with assisted hatching available.
  • Egg, embryo and sperm cryopreservation, including elective egg freezing and a dedicated Nest egg-freezing package.
  • IUI (intrauterine insemination) for cervical factor and mild male factor infertility, plus FemaSeed (intratubal insemination), which places washed sperm at the tubal ostium rather than in the uterine cavity.
  • Donor eggs, donor sperm and gestational carriers through third-party parenting programs, including same-day matching options and full legal coordination.
  • LGBTQ+ family building: reciprocal IVF (one partner provides eggs, the other carries), donor-sperm IUI for lesbian couples, and donor egg plus donor sperm into a gestational carrier for gay male couples.
  • Recurrent pregnancy loss and repeated implantation failure clinics: multidisciplinary review with ERA, immune and KIR/HLA-C workup, sperm DNA assessment, and an InVoCell endometrial co-culture option for repeat failures.
  • Fertility preservation counseling for medical and non-medical indications, plus semen analysis and standard reproductive testing.

Fees & Packages

There is no published price list for individual cycles. What HRC does publish is a package structure and financing:

  • All-inclusive IVF packages — the practice advertises either an all-inclusive bundle or a flat dollar discount (currently promoted as $1,000 off a cycle) rather than à-la-carte billing. Ask which applies to you and what the asterisk excludes.
  • Named packages: Promise, Stork (built around donor egg and gestational carrier paths), Nest (egg freezing), Evolution, Dream, Dream Plus and Dream Time (multi-cycle).
  • Financing through CapexMD and Future Family, with pre-approval quoted within 24 hours; active-duty and veteran discounts are available.
  • Insurance: individual physician pages list coverage as “call to verify.” California requires many fully insured group plans to cover infertility diagnosis and treatment, but IVF carve-outs, medical-necessity criteria and network restrictions are common, and self-funded ERISA plans are exempt. Get benefits confirmed in writing before medication starts.

Because HRC bills cycle components (monitoring, anesthesia, ICSI, PGT biopsy, cryopreservation and storage fees) separately from the package price, request an itemized written estimate for your specific protocol. That single document is where most surprise costs appear.

Patient Journey

  1. Request a consultation by phone or online; free community events (Fertility 101 seminars, no-cost AMH testing, IVF clinical trial briefings) run at individual offices if you want information before committing.
  2. Consult with a reproductive endocrinologist, in person or by video. International and out-of-state patients can start with a phone or video consult and complete baseline testing — hormone panels, semen analysis, uterine cavity imaging — at a local clinic before booking travel.
  3. Protocol design: traditional injectable stimulation, Needle-Free IVF, or a mild/natural-cycle approach, with PGT and freeze-all planned if indicated.
  4. Stimulation and monitoring at your chosen office, with early-morning scan slots on weekdays and dose adjustments made by your own physician rather than a rotating covering doctor.
  5. Retrieval at the on-site Reproductive Surgical Associates surgery center, with fertilization by conventional insemination or ICSI in the lab at that campus.
  6. Culture to blastocyst (up to day 7), optional biopsy for PGT, and vitrification if you are deferring transfer.
  7. Transfer — single embryo transfer by default — then pregnancy testing and ongoing care, with the practice keeping patients until they transfer back to their own obstetrician.
  8. For traveling patients, the on-site surgical and lab setup is what compresses the schedule: the practice quotes 7-10 days of in-town treatment for a monitored cycle.

California is the most ART-permissive state in the country, and it is why surrogacy and donor-egg work here is high-volume rather than exceptional.

  • Gestational carriers. California Family Code §§7960-7962 sets out the statutory requirements for a valid gestational carrier agreement: a written contract executed before implantation, independent legal counsel for the intended parents and for the carrier, and medical and psychological evaluation of the carrier. When the agreement substantially complies, the intended parents are the legal parents and the carrier has no parental claim. Pre-birth orders naming the intended parents on the birth record are standard practice in California courts.
  • Egg, sperm and embryo donation. Under Family Code §7613, a donor who provides gametes or embryos through a licensed physician and consents in writing is not a legal parent of any child born from the donation. Reasonable, documented compensation to egg donors is permitted in California; clinic contracts and agency screening, not statute, set the terms.
  • PGT. California imposes no state-level restriction on PGT-A or PGT-M beyond ordinary informed consent and CLIA laboratory standards.
  • LGBTQ+ parentage. California parentage law — the Uniform Parentage Act framework in the Family Code — rests on intent rather than marriage or genetic link, and a court may find more than two parents where a child’s interests require it. Our California sources confirm this but name no specific statute section number for it, so we do not supply one. California courts have recognized both mothers in a same-sex couple as legal parents, and second-parent adoption remains available whether or not the couple is married.
  • Legal status of embryos. California law does not treat embryos as persons. Disposition is governed by the consent forms you sign at the lab, so read the section covering divorce, death of a partner and non-payment of storage fees — those clauses, not statutes, decide what happens to leftover embryos.

Location

  • Address: 55 S Lake Ave 9th Floor, Pasadena, CA 91101
  • Phone: (866) 472-4483

Key Advantages

USC Keck Medicine Affiliation
Needle-Free IVF
FemaSeed Intratubal Insemination
PGT-A and PGT-M Genetic Testing
Egg Freezing and Fertility Preservation
LGBTQ+ Friendly
Chinese-Language Patient Services
15-Office Clinic Network

Location

55 S Lake Ave 9th Floor, Pasadena, CA 91101

Facilities

Credit Cards Accepted
Free WiFi
Free Parking
Chinese-Language Medical Coordinators
Wheelchair Accessible
Contactless Payment
Remote Video Consultations
Patient Portal
In-House Embryology Laboratories
15-Office Clinic Network

Medical Team

Aileen Portugal, MD

Aileen Portugal, MD

Reproductive Endocrinology and Infertility Specialist

In Vitro Fertilization (IVF)Female InfertilityReproductive Medicine
Alison C. Peck, MD, FACOG

Alison C. Peck, MD, FACOG

Reproductive Endocrinologist and Infertility Specialist

In Vitro Fertilization (IVF)ICSI (Intracytoplasmic Sperm Injection)PGT-A Embryo Genetic Screening
Andrew Rezk, MD

Andrew Rezk, MD

Reproductive Endocrinology and Infertility Fellow, USC Keck School of Medicine

Female InfertilityReproductive Medicine
Anupama Rambhatla, MD, FACOG

Anupama Rambhatla, MD, FACOG

Reproductive Endocrinologist and Infertility Specialist

In Vitro Fertilization (IVF)Female InfertilityReproductive Medicine
Arian Khorshid, MD, FACOG

Arian Khorshid, MD, FACOG

Reproductive Endocrinologist and Infertility Specialist

LGBTQ+ Family BuildingFertility PreservationEgg Freezing
Atoosa Ghofranian, MD

Atoosa Ghofranian, MD

Reproductive Endocrinologist and Infertility Specialist

Female InfertilityFertility PreservationEgg Freezing
Botros Rizk, MD, FACOG

Botros Rizk, MD, FACOG

Professor and Chief, Division of Reproductive Endocrinology and Infertility, USC Keck School of Medicine

In Vitro Fertilization (IVF)Female InfertilityReproductive Medicine
Bradford A. Kolb, MD, FACOG

Bradford A. Kolb, MD, FACOG

Reproductive Endocrinologist and Infertility Specialist

Female InfertilityMale InfertilityIn Vitro Fertilization (IVF)
Chelsey Harris, MD

Chelsey Harris, MD

Reproductive Endocrinology and Infertility Fellow, USC Keck School of Medicine

Female InfertilityReproductive MedicineIn Vitro Fertilization (IVF)
Christo G. Zouves, MD

Christo G. Zouves, MD

Reproductive Endocrinologist

Female InfertilityMale InfertilityIn Vitro Fertilization (IVF)
Daniel A. Potter, MD, FACOG

Daniel A. Potter, MD, FACOG

Reproductive Endocrinologist and Infertility Specialist

In Vitro Fertilization (IVF)ICSI (Intracytoplasmic Sperm Injection)PGT-A Embryo Genetic Screening
Esther H. Chung, MD, FACOG

Esther H. Chung, MD, FACOG

Reproductive Endocrinologist and Infertility Specialist

Female InfertilityFertility PreservationEgg Freezing
Howard Li, MD, FACOG

Howard Li, MD, FACOG

Reproductive Endocrinology and Infertility Fellow, National Institutes of Health

Reproductive MedicineFemale Infertility
Irene Woo, MD, FACOG

Irene Woo, MD, FACOG

Doctor of Medicine

Female InfertilityMale InfertilityFertility Preservation
Jacqueline Carla Yano Maher, MD, FACOG

Jacqueline Carla Yano Maher, MD, FACOG

Doctor of Medicine

Reproductive MedicineFemale InfertilityFertility Preservation
John G. Wilcox, MD, FACOG

John G. Wilcox, MD, FACOG

Doctor of Medicine

IVFICSIPGT-A
Katherine E. McDaniel, MD, FACOG

Katherine E. McDaniel, MD, FACOG

Doctor of Medicine

Reproductive MedicineFemale InfertilityFertility Preservation
Katherine VanHise, MD

Katherine VanHise, MD

Reproductive Endocrinologist

In Vitro Fertilization (IVF)Female InfertilityReproductive Medicine
Kay Waud, MD, PhD, FACOG

Kay Waud, MD, PhD, FACOG

Reproductive Endocrinologist

In Vitro Fertilization (IVF)Female InfertilityReproductive Medicine
Lawrence B. Werlin, MD, FACOG

Lawrence B. Werlin, MD, FACOG

Reproductive Endocrinologist

In Vitro Fertilization (IVF)PGT-A (Embryo Genetic Screening)PGD (Preimplantation Genetic Diagnosis)
Lisa Becht, MD, FACOG

Lisa Becht, MD, FACOG

Reproductive Endocrinologist

Female InfertilityMale InfertilityFertility Preservation
Mabel Lee, MD, FACOG

Mabel Lee, MD, FACOG

Reproductive Endocrinologist

In Vitro Fertilization (IVF)Reproductive MedicineFemale Infertility
John M. Norian, MD, FACOG

John M. Norian, MD, FACOG

Reproductive Endocrinologist

Reproductive MedicineIn Vitro Fertilization (IVF)Female Infertility
Melody Rasouli, MD, MBA, FACOG

Melody Rasouli, MD, MBA, FACOG

Reproductive Endocrinologist

In Vitro Fertilization (IVF)Female InfertilityReproductive Medicine
Michael D. Wittenberger, MD, FACOG

Michael D. Wittenberger, MD, FACOG

Reproductive Endocrinologist

Female InfertilityMale InfertilityFertility Preservation
Mickey S. Coffler, MD, FACOG

Mickey S. Coffler, MD, FACOG

Reproductive Endocrinologist

Female InfertilityMale InfertilityFertility Preservation
Molly Quinn, MD, FACOG

Molly Quinn, MD, FACOG

Reproductive Endocrinologist

In Vitro Fertilization (IVF)Female InfertilityReproductive Medicine
Natalia C. Llarena, MD, FACOG

Natalia C. Llarena, MD, FACOG

Reproductive Endocrinologist

Female InfertilityMale InfertilityReproductive Medicine
Rachel Mandelbaum, MD, FACOG

Rachel Mandelbaum, MD, FACOG

Reproductive Endocrinologist

Reproductive MedicineIn Vitro Fertilization (IVF)Female Infertility
Richard J. Paulson, MD, FACOG

Richard J. Paulson, MD, FACOG

Reproductive Endocrinologist

In Vitro Fertilization (IVF)Reproductive MedicineFemale Infertility
Robert Boostanfar, MD, FACOG

Robert Boostanfar, MD, FACOG

Reproductive Endocrinologist

Female InfertilityMale Infertility
Roy Handelsman, MD, FACOG

Roy Handelsman, MD, FACOG

Reproductive Endocrinologist

In Vitro Fertilization (IVF)Reproductive MedicineFemale Infertility
Sahar Wertheimer, MD

Sahar Wertheimer, MD

Reproductive Endocrinologist

In Vitro Fertilization (IVF)Female InfertilityReproductive Medicine
Shahin Ghadir, MD, FACOG

Shahin Ghadir, MD, FACOG

Reproductive Endocrinologist

Female InfertilityMale InfertilityFertility Preservation
Sharrón L. Manuel, MD, PhD, FACOG

Sharrón L. Manuel, MD, PhD, FACOG

Reproductive Endocrinologist

Reproductive MedicineFemale InfertilityFertility Preservation

International-Standard Embryology Labs

HRC Fertility operates three world-class embryology laboratories in Pasadena, Newport Beach, and Encino. Each lab is equipped with cutting-edge technology including low-oxygen incubators, sequential culture media, and vitrification, dedicated to cultivating the highest quality embryos for patients.

Pasadena embryology team

Pasadena Lab

Tih Tan, MS, ELD

Embryologist / Lab Director

Joined HRC at its founding in 1988, a pioneer in reproductive medicine who participated in the early development of micromanipulation techniques, with over 35 years of embryology experience.

Newport Beach embryology team

Newport Beach Lab

Charlotte Khoury, MS, TS

Senior Embryologist / Scientific Director (Orange County)

Personally established HRC's Orange County lab in 2000, an early adopter of micromanipulation and vitrification techniques with extensive experience across all areas of embryology.

Encino embryology team

Encino Lab

Eric Urcia, MS, TS

Scientific Director (Encino)

Over 22 years of clinical embryology experience, trained and began his career at the Weill Cornell Reproductive Medicine Center in New York under pioneers in reproductive technology.

Core Technology

Low-Oxygen Incubators

Physiological environment

7-Day Blastocyst Culture

Sequential culture media

Vitrification

~100% survival rate

Micromanipulation

Among first in the US

Patient Reviews

3.3
12 reviews
5star
65%
4star
20%
3star
8%
2star
4%
1star
3%
E
Erica
1 month ago

I rarely leave reviews, but after my experience with this clinic, I feel compelled to share it. Fertility treatment is already an emotional, stressful, and expensive journey especially when you’re paying completely out of pocket. Patients deserve compassion, communication, and to feel like they matter. Unfortunately, that was not my experience here. From the beginning, there were ongoing issues with scheduling, communication, and excessive wait times. At one appointment, I sat in an exam room so long that the lights automatically turned off before anyone came in. During my surgery, I was left waiting in the procedure room for approximately 25 minutes with my legs propped up and exposed from the waist down before the doctor arrived. I was left in that position so long that my legs began to go numb, and I had to tell the staff that I was becoming uncomfortable and ask, “Where is the doctor?” It was embarrassing, uncomfortable, and honestly ridiculous that I was left waiting in such a vulnerable position for that long. The final straw was a scheduling mistake that directly affected my treatment. I was seen on May 18th and was specifically told to return on May 22nd. I rearranged my schedule, showed up for my appointment, and was then told that I wasn’t even on the schedule. There had been a mix-up on their end. What is most upsetting is what happened afterward: absolutely nothing. My last interaction with this clinic was on May 22nd. As of June 23rd more than a month later not a single person has reached out to apologize, explain what happened, discuss next steps, or even check on me. No phone call. No email. No acknowledgment whatsoever. At this point, it honestly feels like nobody gives a damn. And that’s heartbreaking because this isn’t just another doctor’s appointment. This is fertility treatment. This is something I poured my heart into after years of wanting to become a mother. I paid for this care out of pocket, invested my time, trusted this clinic with something incredibly personal, and in return, I was made to feel like I simply didn’t matter. I don’t know why my experience was handled this way, and I don’t want to assume anyone’s intentions. I only know how I was made to feel: ignored, forgotten, and never a priority. When you’re trusting a clinic with something as emotional and life-changing as building your family, the lack of communication, accountability, and compassion is devastating. I will never return to this clinic, and based on my experience, I cannot recommend it.

S
Sarah Y
10 months ago

Highly recommended!!

A
Andre Belarmino
11 months ago

We had an excellent experience working with Dr. Mandelbaum and her team. From the very first consultation, she took the time to listen to our concerns, explain all our options clearly, and guide us through every step of the process. Her approach was both compassionate and thorough, which made what could have been a stressful experience feel manageable and positive. The clinic staff were equally wonderful—professional, responsive, and always willing to answer questions quickly, whether by phone or email. We appreciated how organized the entire process was, with clear instructions and regular updates, which made us feel supported and confident in our decision. 10/10 would recommend!

D
Dessere Givertz
1 year ago

Had the most positive experience freezing my eggs with Dr. Mandelbaum. She was so kind and took her time with me. She did each of my ultrasounds and checked in on me every step of the way. Her needle free medication system is a game changer. Super grateful she was recommended to me. 10/10.

J
Jacqueline Ruge
1 year ago

I’m currently going through the process of freezing my eggs with Dr. Mandelbuam at HRC Fertility and I couldn’t be more pleased with the her and the entire staff there. I am 37 and have found out through this process that I have low ovarian reserve so freezing my eggs has not been an easy process. I started this process with UCLA and found it to be extremely impersonal, expensive and difficult. I switched to HRC and was blown away by how attentive, knowledgeable, and kind Dr. Mandelbuam is. Our first meeting, she spent over an hour just explaining the process and my condition to me in a way that no one had ever explained it before (with visuals!). Every time I need to go get a scan, Dr. Mandelbuam is the one doing it. She even called me personally on a Friday evening to check on me after a cycle didn’t go the way I had hoped it would. This journey, whether trying to freeze your eggs with low ovarian reserve or going through IVF or dealing with any other infertility issue, is SO emotional and you want someone like Dr. Mandelbuam on your team. She even invented a Needle-Less IVF catheter system that is amazing for anyone who is uncomfortable poking themselves with needles day after day. On top of that, the other staff members like her nurse Jasmine and the financial advisor April, are kind, supportive, communicative, and helpful. Jasmine responds quickly by email or text, making herself available for any questions or concerns. She walks you through how to administer the medication and even offered to FaceTime with me the first time I did it to make sure I felt comfortable. Every person who has drawn my blood has been amazing and shout out to Leah at the Encino surgery center who held my hand through a painful ovarian cyst aspiration procedure (my advice: spend the money on the anesthesia!) and was so kind. All this to say, I highly recommend HRC Fertility!

L
Lyric Kaplan
Edited 1 year ago

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. Terrible doctor that didn’t even review our test results before recommending IVf.

A
Arifur Rahman
2 years ago

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.

S
Sarah BZ
Edited 3 years ago

HRC is the most disorganized medical practice I've 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 won't let me link here, but if you google "HRC wrong embryos" it should come up), which doesn't 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 HRC's 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 I'd 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 doesn't 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 can't 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 didn't 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 HRC's 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.

M
Melanie Wright
3 years ago

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. I'm really happy with the treatment I got, and with the result (spoiler alert: I'm 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.

K
Kaitee T
5 years ago

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…...

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