Mass General Brigham's Online Review Report Card

I'm not sure if it's part of the interview process for Brigham and Women's to make sure that any of the receptionists or nurses who book appointments have to be as miserable as possible but it definitely seems to be. Calling to make an appointment always seems to be such an inconvenience for the person clicking buttons on a computer to schedule an appointment. For some reason the Foxboro location had never scheduled my remaining prenatal appointments and when I called to schedule them the miserable woman there told me to call Westwood because they did not have any. Well, the woman who answered the phone in Westwood seemed just as absolutely miserable to answer a phone call at her job where she's paid to answer phone calls before just hanging up on me while I was in the middle of explaining the appointments I needed to schedule. If you can avoid going to Brigham and Women's for your prenatal care or any care at all really I would 110% suggest it at best each of the locations are a headache to deal with

Really beautiful facility and very convenient! However, I am not impressed with the care I've received. During my last visit with a new doctor, she ordered labs and testing that we did not discuss during my visit. She looked in my chart AFTER I left the visit and added these tests on. Then, I received a bill in the mail. When I asked that the bill be wavied, as I had no knowledge, I was informed I had to pay anyway because the doctor thought it was in my best interest to have these tests done. Personally, I feel she should have included me in this decision. I have never had a doctor/facility do this before and am having a hard time understanding how this is right. I will not be returning to this site of care.

Sad to see all the bad reviews here as for the past year , when I had to be seen countless time for different reasons , my experience has been great.I have been able to get on time appointments with my PCP, or imaging, dermatology and blood tests right away. My PCP is fantastic, and my dermatologists. I have had a great experience

Brigham and Women's Health Care Center in Westwood needs to do better.I understand protocol and pre-screenings.This is not a review of the providers or staff. Everyone I spoke to was professional and kind. BUT...PLEASE update the prescreening questions (received by text) to match the ones you ask when arriving at the facility for a scheduled appointment.I passed the pre-screen that I completed at home before my appointment (full disclosure: the pre-screen question asked if I had been in close contact (close contact meaning 15 minutes or more) with someone diagnosed with Covid 19 within the last 14 days. My answer is NO.), but when arriving at the location for my appointment I was asked more strict questions (last question: ... 5 mins, YES). I was in contact with someone with Covid19 for 5mins or less)Look, I understand the protocol in these times. I work at a dental office and we have screenings as well.This could have been avoided if you asked the same questions in pre-screen. I also disclosed the information two days prior to my appointment with someone on the phone.I was told the visit had to be virtual. My type of visit will not work virtually. They would not see me.I had to take time off of work for this appointment and the next available is in May 2022. Very disappointed with the whole situation. It could have very easily been avoided if the pre-screen link asked the same questions.

Reception/schedulers at this location are incredibly rude and incompetent. They leave you on hold for 20+ minutes and are curt and unfriendly when they finally pick up. It's almost always the same rude scheduler as well.Recently I called because of a referral (regarding an urgent issue) that was never placed for my father. I mentioned that this mistake had happened 5 or 6 times before with other referrals (that were never placed, referred to the wrong specialist/location, or referred for the wrong issue) and that I was starting to get a bit frustrated, especially since my father had only been a patient there for a little over a month for serious health issues and needed to get those referrals soon so he could start treatment.There was a long silence on the other end of the line, as if she had hung up on me. When I asked if she was still there, she let out an annoyed "I'm still here" and that was it. No apology, no sympathy -- nothing. You could tell she couldn't have cared less. The nursing department has also made several mistakes with very basic tasks (such as requesting referrals, ordering the correct test, calibrating at-home blood pressure devices, etc).It's bad enough to watch someone you care about suffer from a serious disease -- but dealing with apathetic people and general incompetence at every step of the process makes it even worse. After this past month, I'm genuinely shocked that B&Ws is considered one of the best hospitals in the state, because the level of apathy and ineptitude that I've encountered thus far has been truly astounding.

I’m happy with my PCP so I stay but that’s it. Everything else from routine apts, refills, calling the office (wait times, transfers, “I don’t know responses”) to the non routine like referral to another specialist or getting seen for sickness/injury is a real challenge (as others have noted). Unhappy staff who generally seem annoyed that a PATIENT (they sometimes refer to you and I think even their voice service refers to you as a customer in the same way Comcast would) that you expect them to take some ownership.I get Covid has taken everything for a loop but we are all past the early days and health care is their business! No more excuses for lousy care.I would stick to a family office or pediatric center if you have children. Too bad I was hoping things would get better with new management.

Reception/schedulers at this location are incredibly rude and incompetent. They leave you on hold for 20+ minutes and are curt and unfriendly when they finally pick up. It's almost always the same rude scheduler as well.Recently I called because of a referral (regarding an urgent issue) that was never placed for my father. I mentioned that this mistake had happened 5 or 6 times before with other referrals (that were never placed, referred to the wrong specialist/location, or referred for the wrong issue) and that I was starting to get a bit frustrated, especially since my father had only been a patient there for a little over a month for serious health issues and needed to get those referrals soon so he could start treatment.There was a long silence on the other end of the line, as if she had hung up on me. When I asked if she was still there, she let out an annoyed "I'm still here" and that was it. No apology, no sympathy -- nothing. You could tell she couldn't have cared less. The nursing department has also made several mistakes with very basic tasks (such as requesting referrals, ordering the correct test, calibrating at-home blood pressure devices, etc).It's bad enough to watch someone you care about suffer from a serious disease -- but dealing with apathetic people and general incompetence at every step of the process makes it even worse. After this past month, I'm genuinely shocked that B&Ws is considered one of the best hospitals in the state, because the level of apathy and ineptitude that I've encountered thus far has been truly astounding.

I’m happy with my PCP so I stay but that’s it. Everything else from routine apts, refills, calling the office (wait times, transfers, “I don’t know responses”) to the non routine like referral to another specialist or getting seen for sickness/injury is a real challenge (as others have noted). Unhappy staff who generally seem annoyed that a PATIENT (they sometimes refer to you and I think even their voice service refers to you as a customer in the same way Comcast would) that you expect them to take some ownership.I get Covid has taken everything for a loop but we are all past the early days and health care is their business! No more excuses for lousy care.I would stick to a family office or pediatric center if you have children. Too bad I was hoping things would get better with new management.

Horrible service with nurse

TERRIBLE HOSPITAL HAD TO WAIT MORE THEN 5. Days for a prescription what if I was sick and I couldn’t get access to MY MEDICINE it’s ridiculous then to schedule a appointment is also ridiculous