Shady Grove Fertility Jones Institute

I was in some of the worse pain for my ER. The minute I got into the surgery center Lindsey RN saw that. It was really hard getting and IV on me and all the nurses teamed up to help. Eventually Margo was able to get a good one in my hand after making sure I was so comfortable. Kourtney was my post op nurse and she was tentative and a true girls girl. I loved all the staff here and appreciate them so much during my rough time!

We are extremely disappointed with our experience—particularly with the billing and administrative side of this clinic. Unfortunately, they’re really living up to the “shady” in Shady Grove. From the start, we were given an extremely high estimate for medications and the IVF process. When I asked if they had contacted our insurance (we had IVF coverage through UHC), I was told they hadn’t—because they assumed we didn’t have coverage. That mistake alone forced us to restart the process and caused significant delays. Over a 17-month period, we only had the opportunity for one transfer. A large part of that delay stemmed from the billing department repeatedly failing to follow proper insurance and pre-authorization protocols. Pre-auths were submitted incorrectly or late, constantly pushing us back. Meanwhile, billing blamed nursing, nursing blamed billing, and we were stuck in the middle with no accountability. Had I not personally stayed in constant contact with our insurance company to identify the issues, I genuinely don’t believe anyone at the clinic would have taken the time to figure it out. We also had early issues with our initial primary nurse—communication was poor, and instructions were sometimes inaccurate, which is concerning in a medical setting. Ultimately, I had to take over most of the communication for 17 months because the administrative stress was overwhelming for my wife. Sadly, our one transfer was unsuccessful. Now, a full year later, SGF is still holding our deposit while they “work through billing issues” with insurance. Communication remains poor—callbacks don’t happen when promised, and responses feel like copy-and-paste templates. I continue to spend my own time chasing updates. The stress from this entire experience ultimately led us to decide not to pursue IVF any further. It’s hard not to wonder how much that stress may have impacted our outcome. To be fair, there were a few bright spots: Our second primary nurse, Alana, was outstanding—empathetic, responsive, and genuinely helpful. Dr. Macalas was kind, though we had limited interaction. Alecia in billing did help resolve some of the initial insurance issues. That said, if we could go back and choose a different clinic, we absolutely would. This process is already difficult enough—patients shouldn’t have to fight the system meant to support them.

I've been receiving care at Shady Grove Fertility Norfolk, and my experience has been consistently positive. Doctor Banks is very professional and she genuinely listens to what we need, which makes me feel so comfortable and cared for. Nurse Practitioner Katelyn is also professional and very helpful. She's very patient with me and I never feel rushed, she always explains things clearly. The ultrasound team, both the guy and the lady who assisted me, were amazing. They were excellent at their jobs and made the whole process smooth. The phlebotomist, Quala who drew my blood was especially gentle — she didn’t hurt me at all, and she made the whole process quick and comfortable. The other phlebotomists (Mickella and Amber) I’ve met have all been friendly and professional as well. They really help make each visit feel smooth. The receptionists are always so kind and helpful. They make me feel comfortable the moment I walk in. I want to thank you all. 😊

Credit is due!!!! Admitting Nurse - Kortney Anderson Anesthesia CRNA Tabitha Lozada OR Team Shannon Murillo & Margo Anderson, RN Recovery Nurse Rachel Emerich Procedure Physician Dr. McAlas My care team was the absolute best. I felt so cared for during my procedure, and their kindness, attentiveness, and support made such a difference. They helped me feel comfortable and reassured the entire time. I am incredibly grateful for the level of care I received. P.S. I really enjoyed the kind words written on the walls, very sweet touch.

The front desk staff (Amber, Aeniqua, Michelle) were very helpful with getting me scheduled and checked in before the big snowstorm. It was a very smooth process. Lab techs (Mickella & Quaia) are so talented, caring and friendly, my blood draw was quick and didn’t hurt a bit.