Brigham And Womens Primary Care's Online Review Report Card

Yes they do have good medical service

Worst staff! People responsible for handling phone calls has consistently showed rudeness and a complete lack of professionalism. During one particularly disheartening call, the lady on the phone went as far as swearing on her parents' lives that we would receive a call back within 4-6 weeks. This promise, however, turned out to be empty and false. Not only was this experience humiliating and disrespectful, but it also left me feeling utterly disregarded. This office needs to work on their staff.

In my search for a primary physician, i was assigned to one at this location when I called BWH. Before my appointment, i decided to come on here to read the reviews and was grossly disappointed as every review I read stated how rude and impolite or disrespectful the stuff were. So I went in with an attitude and a mindset to ask for a different primary physician after today only to be surprised! THE STAFF ARE PLEASANT and took their work seriously! From my first encounter with the receptionist to the resident who took my weight, to my primary physician, the medical director (Dr Gonzales) , the lab technicians who drew my blood and finally the gentleman at the check out desk, EVERYONE WAS EXTREMELY HELPFUL and polite! Please do no not be misled by what you read on here, BWH was worth the visit.

I am writing this after patiently waiting and still getting no response from this office or the office director... I have been a "client/patient" here for a good 10-15 years, so I am very versed in how they operate and what to expect. When I first become a patient here I had a great experience with my PCP, which is why I stayed. Unfortunately, for at least 5+ years, this location continues to go downhill and get worse and worse. I haven't even seen my PCP in years. Every time I make an appointment and request him, they just put me with a student or new doctor that I have never seen before. I need to go in once a year for a bio screening health check for my work. My last visit about 4 months ago I went in to do this and the new doctor they paired me with this time was instructed to upload the results directly to the website that was provided to her or fax it to the number, as they have always done in years past. About two weeks ago, I got a voicemail from the office saying that they have had a paper bio results sitting there for three months waiting for me to pick up and since it reached 90 days of me not picking it up, they needed to destroy it. I was blown away that instead of uploading or faxing my time sensitive medical information where it needed to go, they just left a piece of paper sitting in the office past the due date and never notified me that they needed me to come pick it up because the new doctor had not uploaded it as instructed. So, I called to find out what was going on and if the results made it to my insurance company, which will directly effect my insurance rates negatively if it had not been. Instead, when I got on the phone, I was yelled at by the front desk/billing attendant and given attitude for the duration of the call and not given any answers on what had happened, only that they destroyed the document. I asked to speak to the office manager who was in charge of the whole office and doctors to get an answer, which he denied at first then, said he would forward me to a woman's voicemail box, but he was very coy and I had to ask several times for clarification what this person was actually in charge of, which he obviously was trying to withhold from me. Eventually, after several attempts of clarifying, he finally said this is the Director of the entire location. So, I figured I would at least speak to someone reasonable that would understand customer service and also the healthcare side of it to explain to me what was going on and where the disconnect was. He transferred me to that voicemail to the director, I left a voicemail repeating my contact details a couple times, and as of 2-3 weeks later, I still have received no response. I just tried calling back today and just get hung up in a long call wait list on the phone. So, still next to impossible to get through to a human to answer questions. Also about 2-3 weeks ago, I had called their prescription line and left all the requested information to refill a prescription and I have received no notifications since, which is odd, because CVS is generally pretty quick. So, I called CVS today to ask if they had it ready and they told me that no one from the Dr office ever notified them to renew it. Again, I am trying to get through today to get my prescription refilled and/or speak to the Director, as of yet, no progress. One this that is very irksome is that they clearly cannot handle the amount of clients they currently have and they do not have enough people to do every-day tasks or answer phones and they say they are very busy, but the first thing the recording says when you dial in is, it asks if you want to become a new patient there... How is that even possible with this lack of service on the healthcare and also the business office side here. I was tempted before to change PCP, this has solidified my decision. I am changing my PCP away from this location, since there is no point, as they haven't allowed me to be scheduled with him for years, and they clearly do not care about patients at all. My advice: choose a different doctor.

Been on hold for hours. I guess I wont even try this primary care because they wont answer the phone so I can make an appointment.

Doctor is great. Staff is rude. No one wants to work just talk to other staff. Even a hi seems difficult these days. Takes months to be seen. Once seen staff acts if they are doing you a favor. They don't pick up phones or call you back for days. Whike in the office the attitudeisrude, no eye contact . The animal hospital we are treated better than here.

The "resident doctor" I saw here last FEBRUARY 2022 (a Michael Litt, MDPhD, one of the "residents" of Dr Gonzalez the Medical Director of this office) falsified record/visit note to suit his own agenda. [It's unclear why they do this and/or if they are taught to do this in medical school and/ or do this to 'build their resumes'. This also happened with a past resident/fellow elsewhere at a visit several years back as well at MGH]. The resident also attempted to push his own "agenda", his underlying plan for the patient, & was very opinionated & dismissed other provider's reports/notes which were correct, & paid no attention to detail nor took into account the correct info already in my electronic record & on past visit notes from seeing various specialists for various conditions over the years which was in the system. This resident also had a very condescending attitude & was very toffee-nosed. When I pointed out the factually incorrect entries that were entirely false, and the other 'error' entries that didn't apply to me at all, he refused to change and remove the false information when presented with the correct information from past records already in the system, and also myself. Very arrogant. It took months & months of a run-around on my end (which I'm still doing with Upper Partners Healthcare Management) to have the HIM Dept/Chart Corrections Unit get most BUT NOT ALL of the information corrected/amended but some false info still remains. [I was also sent some other patient's test results of their lung CT scan IN ERROR on portal & when I pointed this out to the office, they shrugged it off like it was no big deal]. -This office also doesn't ?? treat or see patients for bronchitis or common ailments nor prescribe antibiotics for bacterial infections,, very odd for a Primary Care Provider/ Internal Medicine doctor's practice not to treat these conditions since that is their primary area of expertise & responsibility to their patients & treat these illnesses. The nurse/ staff & both Drs Litt & Gonzalez told me they don't prescribe antibiotics after I called & messages them several times. As a result, in April 2022, I had to go to one of those Express Urgent Care centers that are all over the place to see the Dr there to be prescribed the necessary antibiotic for my bronchitis, something a Primary Care provider should have been able to do. *Of grave concern, upon informing them I had been prescribed the antibiotic from the Express Clinic MD for the bronchitis & had stopped taking the optional diuretic several days prior that they had previously prescribed due to the interaction warning in boldface large black lettering on the label not to take with diuretics, both doctors Gonzalez & his staff here directly messaged me several times to order me to continue taking the diuretic they prescribed in conjunction with the newly prescribed antibiotic I had just gotten from the Express Clinic even though it would have caused a potentially lethal heart interaction (QT Prolongation) if taken together. I told them this & they repeated the above with no regard for the consequences it could have caused. --Due to Pandemic restrictions, at the time, patients were routed to this office by the Patient Registration office even for existing patients in Partners network & those looking for a new PCP. At the time, none of the other metro-Boston BWH Primary Care Offices were open to seeing new patients and this was only office open to get Physical exams/routine care done, etc, & was only done by the "Residents" / resident physicians that were assigned here. It was a 1 time visit for me and I won't return here again after the experience.

Excellent service. Brilliant attending who trained at Northwestern School of Medicine. He has enormous empathy and compassion for the elderly. The resident is equally smart as one would expect at BWH-MGH. We feel so fortunate that this practice accepted us. This is a pair of exceptional providers. Despite the hectic pace the resident returns phone calls promptly and folllows through on referrals. If you are looking for a ne worivider make every effort to get union this practice at Brigham Circle. Drs John Butter and Dr. McGuire Harriman are the names.

What is going on? They need qualified patient service professionals to answer phones and assist! Every first contact has been rude, negative and almost condescending. I really hope this changes. Healthcare may be great in Boston but the service definitely pars with the worst.

My experience with my doctor was great, but the technician was lousy and do not want to deal with her again