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Our patient charter

Our patient charter

Learn how we maintain our commitment to delivering high-quality, compassionate, and equal fertility care for all.

Learn how we maintain our commitment to delivering high-quality, compassionate, and equal fertility care for all.

At itrust fertility, our mission is to provide compassionate and expert-led diagnostics, treatment, and other fertility services before, during, and after your treatment period regardless of whether you’re NHS funded or privately funded.


Our patient charter represents how we uphold this commitment.

At itrust fertility, our mission is to provide compassionate and expert-led diagnostics, treatment, and other fertility services before, during, and after your treatment period regardless of whether you’re NHS funded or privately funded.


Our patient charter represents how we uphold this commitment.

OUR PRACTITIONERS

The qualifications of the itrust fertility team

At itrust fertility, our teams are qualified, trained, and experienced in providing high-quality clinical and overall wellbeing services, and always act in your best interest.


All surgeons, doctors, anaesthetists, and sonographers practising at our facilities hold a valid licence, are fully registered with the General Medical Council (GMC), and adhere to the Code of Conduct established by the GMC—ensuring integrity, accountability, and honesty. Our nurse practitioners are also fully accredited by the Nursing Midwives Council.


In addition, all practising specialists at itrust fertility hold a UK-based insurance policy, which is verified on an annual basis.


We ensure we only provide the highest quality care by conducting rigorous yearly reviews of all our team members.

Our standards

How do we ensure clinical excellence?

In our purpose-built facilities across Brighton, Chelsfield, and Sussex Downs, we maintain the highest standards of clinical excellence to ensure all our surgical and non-surgical medical procedures are conducted in a safe, hygienic, and comfortable environment.

Depending on your circumstances, the questions you have before choosing this procedure will differ, but here are the answers to the most common questions you may have at this time.

OUR STANDARDS

How do we ensure clinical excellence?

In our purpose-built facilities across Brighton, Chelsfield, and Sussex Downs, we maintain the highest standards of clinical excellence to ensure all our surgical and non-surgical medical procedures are conducted in a safe, hygienic, and comfortable environment.


We hold our medical equipment suppliers to the highest standards to ensure the safety of all individuals receiving treatment at our facilities.

 

All our facilities are subject to the same inspections from the Care Quality Commission (CQC), HFEA, and ISO as NHS and private hospitals across the UK, and our inspection results are publicly available for your reference.


We also conduct regular internal audits to ensure compliance with the highest clinical standards and maintain complete transparency by submitting our data about pregnancy rates, complaints, incidents, and complications to independent healthcare bodies—including the aforementioned regulatory authorities that monitor our performance.

We hold our medical equipment suppliers to the highest standards to ensure the safety of all individuals receiving treatment at our facilities.

 

All our facilities are subject to the same inspections from the Care Quality Commission (CQC), HFEA, and ISO as NHS and private hospitals across the UK, and our inspection results are publicly available for your reference.


We also conduct regular internal audits to ensure compliance with the highest clinical standards and maintain complete transparency by submitting our data about pregnancy rates, complaints, incidents, and complications to independent healthcare bodies—including the aforementioned regulatory authorities that monitor our performance.

Stay in control

When you seek treatment with us—you stay fully informed and in control

One of our priorities at itrust fertility is to put you in control of the care you receive.


Our specialists work with you to help you understand all the treatment options available to you, and support you in making informed, fact-based decisions about the most comfortable and suitable treatment option for your needs.


We educate you on the success rates, risks, and the processes of the procedures you want to explore to maximise your fertility options.


You can discuss your treatments with our nurses and practitioners and raise your concerns at any time without incurring extra costs.

 

Our clinical practitioners take extra care to listen to your reservations regarding clinical procedures and maintain a dialogue with you to make sure you feel heard and supported. You can also view your records at any point in the process.

Our process

How do we handle complaints?

We ensure that the concerns and complaints that are raised across all our facilities are handled fairly, consistently, and in a timely manner.

We have a robust complaints policy in place that complies with CQC Regulation 16 and the Independent Sector Complaint Adjudication Service code.

We also ensure that all our marketing efforts are transparent by conforming to the guidelines of the Advertising Standards Authority.

That means we don’t exaggerate success rates or omit the risks associated with various fertility treatments. We are committed to making our marketing materials representative and authentic, helping you fully understand available treatment options and make informed decisions.

When complaints about our marketing efforts are validated, we take necessary steps to ensure the issue is resolved promptly, that we learn from our mistakes, and refrain from repeating them in the future.

OUR COMMITMENT

How do we improve our fertility care across our clinics?

We believe that the feedback we receive from you is a valuable part of enhancing our treatment and improving our care across all services.


We engage with you to obtain your perspective and personal experience with our fertility care; from how our staff treat you to how comfortable you felt—we consider all your feedback.


This continued engagement allows us to deliver high-quality personalised fertility care to all individuals.


We also conduct annual patient charter reviews to ensure we are maintaining the high standards expected of us.


In addition to the annual review, we take patient satisfaction surveys across our clinics during, before, and after treatment, and our outcomes are shared with the Governance Committee and the Patient Panel on a quarterly basis.

We believe that the feedback we receive from you is a valuable part of enhancing our treatment and improving our care across all services.


We engage with you to obtain your perspective and personal experience with our fertility care; from how our staff treat you to how comfortable you felt—we consider all your feedback.


This continued engagement allows us to deliver high-quality personalised fertility care to all individuals.


We also conduct annual patient charter reviews to ensure we are maintaining the high standards expected of us.


In addition to the annual review, we take patient satisfaction surveys across our clinics during, before, and after treatment, and our outcomes are shared with the Governance Committee and the Patient Panel on a quarterly basis.

Find out more

Schedule an appointment

Find out more

Schedule an appointment

The work we do at itrust fertility is only possible because of our team of dedicated, knowledgeable, and experienced specialists.


From our clinical team and anaesthetists to our core management team, we make sure we live up to the trust you place in us every step of the way.

The work we do at itrust fertility is only possible because of our team of dedicated, knowledgeable, and experienced specialists.


From our clinical team and anaesthetists to our core management team, we make sure we live up to the trust you place in us every step of the way.

Fill out the form or call our clinics at:

Fill out the form or call our clinics at:

Eastbourne and Brighton

Eastbourne and Brighton

Kent

Kent

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