I've been a patient in the South End office since the last week of 2014. My PCP was a young man named Dr Shi for the 1st year before he moved to SF. I have 7 herniated discs, 3 vertebrae compression fracture, no cartilage in my shoulders, wrists, or thumbs due to degenerative joint disease, and my mobility is extremely limited. Just getting from bed to the bathroom to the living room is a challenge every day. I am disabled, but was turned down for disability multiple times. That is not Fenway's fault. My PCP since has been a Dr named Ethan Brackett. With my sister's help, I started driving for Uber, then Grubhub, and now Lyft to support myself, but due to such limited mobility, I cannot work full-time. My physical therapy was managed poorly for almost a year and a half before I just stopped going. Getting there was too physically demanding for me and there seemed no chance at receiving help any other way. My pain has been managed with cyclobenzaprine (flexerall) which does not help me, does not increase mobility either. It only causes me to be too tired to drive, so I don't take it regularly. I was given Gabapentin which made me physically ill and didn't increase my mobility nor did it decrease my pain levels. The third medicine prescribed was Tramadol, which seems to be the lowest level of an opiate. Tramadol doesn't negate pain, but it does improve my mobility by about 5 to 10%, which is enough for me to get out of the house. My pain level is at a level 10 constantly, in every moment, which numerous shots of adrenaline due to constant shots of pain able to take a normal person to the ground. Doing basics like getting dressed, putting on and taking off clothes, leaving the house, and running even the most basic errands takes energy out of me to the point of not being able to move at some point during the day. Some days, I never make it out of the house. Also, I cannot sleep as moving at all shoots pain out of my shoulders, and the increased levels of adrenaline make it difficult to relax my mind and body enough to sleep. I've managed my pain via meditation for years, averaging less than 2 pills per day for over 7 years. However, in the last 6 months or so, I have taken more tramadol to get me to be able to move to sustain even the lowest levels of self-sustainability. I have asked for a stronger medication countless times, and the only answer I get is to take gabapentin, which makes me sick. The only sense I get is a sense of self-preservation and cover their own ass for Dr Brackett, Dr Shi previously, and the recent classless, condescending, combative Dr. Jatinder Gill of the Arnold Warfield Pain Center. Because of my age and ability to earn in the past, it seems I qualify for nothing that can help me, and despite referring me to an advocate, and a financial services advocate, these people have only emailed lists I could readily find on the internet. Are there any doctors out there who actually care about the patient's best interest instead of just pawning the patient off of on someone else once their pain level reaches an insane level which makes it difficult to live? About calling and communicating with Doctor's through the patient portal, about making appointments and connecting different people with information throughout my care, Fenway South End has been good. The people there may be overwhelmed, but they take care of me and my past requests as soon as they can. They do so in a pleasant manner. They are really smiley, but I understand the stress they are under, so I am patient and kind and appreciate all of their hard work. This is why I rated Fenway South End a 3 star review. They are not horrible, but I certainly don't feel I have a doctor who is really ready to help me. I feel like I am getting a big stiff arm as long as I am in pain and as long as I am not completely incapacitated. read more

I've been a patient here for several years and always appreciated the clinical care, but my recent experience with billing was extremely concerning. In August 2025 I had a short telehealth visit solely to renew my PrEP prescription -- something I have done routinely for years under the same insurance plan, which covers preventive visits. Despite this, I was billed for services that were never provided and should not have been charged at all. Over the following six months, I made multiple calls to the billing department, waited on hold for hours, contacted my insurer several times, and repeatedly received different explanations or was told to wait for a review that never seemed to happen. During this time, the balance was even sent to collections. Only after I escalated the issue directly to executive leadership was the error reviewed and corrected within a few hours. I appreciate that the leadership team ultimately fixed the problem, but it is deeply troubling that it required that level of escalation to resolve what was essentially a straightforward coding error confirmed by both my medical record and insurer. If you use this provider, I strongly recommend monitoring your bills closely and documenting every interaction with billing. The clinical staff may be excellent, but the billing process can be extremely difficult to navigate if something goes wrong. I hope this review helps others avoid the amount of time, stress, and effort this situation required. read more

Optometry: Wouldn't recommend getting a glasses prescription here and doctors have very poor chair-side manner.

I get great healthcare here. They take all kinds of insurance and work to get you and and out quickly. They also have a Quest Diagnostics facility on the first floor along with a pharmacy and an optical department. read more

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I do NOT recommend Fenway Health due to inability to provide proper problem solving and making quality patient assessments. Dr Etherton abuses use of referrals rather than relying on her professional judgements and leaves clients at risk and increased unnecessary health cost ( is this HARMFUL?). Took PCP over a month to treat my infection/problems and went to urgent care because she was "out of the office" and treatment cleared up in 4 days. This was an eye opener. Failure of Fenway providing quality care is a major concern of mine but they referred me to mental health reason: although PCP felt uncomfortable in perscribing medications needed to treat client or help did not help...I am not in need of mental health. I wonder how much more in income is would bring...I cancelled my appointment. I'm disappointed and no longer trust care in primary cares received at Fenway. I'm so upset! read more

Once again Alessandro Cavaliere, PA-C has failed me . I have been given a PCP Dr, but in 4 years I've never seen them. So again, Alessandro Cavaliere, PA-C claims to have given a referral. When I call, they've never been given one by Alessandro Cavaliere, PA-C. read more

I was a patient of Dr. Richard Cook, a staff psychiatrist at Fenway Health, for ten years, and my experience was disappointing. During my care, he treated some elements of my Caribbean cultural background and way of expressing myself as part of my illness rather than understanding them in context. I only became aware of this years later, after transferring my care to another facility and reviewing his notes. He copied and pasted the same cultural references across multiple sessions and framed them as symptoms. That affected how subsequent providers perceived me and left me feeling marked rather than understood. In addition, one note referenced the gay leather scene, which I was exploring at that time, assuming shared institutional knowledge. That creates a risk of misinterpretation if you seek care elsewhere, outside of LGBT providers, and they read your notes from Fenway. Based on my experience, Caribbean patients or others from non-Anglo cultural backgrounds may want to approach care with Dr. Cook with caution, ensuring their cultural context is respected and accurately understood. Members of the leather community should also ensure that providers at Fenway Health document their identity and self-expression with appropriate context, rather than assuming that clinicians outside Fenway's clinical bubble will automatically understand. read more

Awful experience -- incorrect billing and nearly zero response about my follow-up treatment. I called multiple times and sent several reminders before finally getting a brief response from the nurse team, but never heard back from the PCP. read more

I have been a patient of Fenway for 26 years. I find 99.9 % of the staff professional. My doctor is always on time. Staff always pleasant. Referrals always given in prompt manner, just started behavior health, intake great, calls to follow up with therapist were prompt ( sucks there is a month + wait, but I am seeing my PCP till therapy starts. Pharmacy is fantastic ( I was with south end pharmacy for 20 years, they are like old friends) . I can see that Fenway has grown and also cuts in funding are effecting it, but I haven't had negative experiences. Dental needs to work on billing though, I had to pre-pay and 2x and both times it was refunded. I told the receptionist this happened, but they still had me pre-pay. I'll talk to them more at my next visit. No complaints here, so glad to have Fenway Health. AND I won a $50 Target gift card for filling out a survey. :) read more

I have been a patient here since 2017 and used to only speak highly of this organization and their mission as the nation's largest LGBTQ+ health provider. As of late since the beginning of year they have really fallen off a cliff in terms of quality of care and responsiveness. I've had to call multiple times to book a simple appointment or try to get through to my nurse/PCP only to be transferred multiple times and leave a voicemail that is never returned. They've prescribed me discontinued medications, not followed up after lab work results are in as they are supposed to and I've encountered rude and unhelpful employees. I am sympathetic that it is a difficult time to be in medicine, but the incompetence and lack of empathy I've encountered is appalling. I really hope they can turn things around and return to the level of care they were once known for. read more

I've been a patient of the Fenway for 15 years, and up until this year adored the facility. While I fully understand the challenges operating in these unprecedented times, my other healthcare services seem to be as tip top notch as before. However, the Fenway seems to have fallen off a cliff. Interminable waits on the phone, only to be transferred a dozen times, each with another interminable wait. THEN, being told the person I need to speak with will call back. Those call backs never happen. When I call other providers such as tufts, MGH & BI, I receive the same 1st class service as always. I'm fact for the Covid vax, 2 years ago, tufts called me! For monkey pox vax, I tried the Fenway 1st, of course , no response, never a returned call. I then called MGH, answered on 3rd ring and saw me 3 hours later. I'm still waiting for the Fenway returned call! About 6 months ago, I absolutely needed to be seen, but after 2 hours of a circus like phone yo yo, I called the CEO's office to alert her to this deplorable service quality. THEN, I did get a call from the right person. I thought If calling the CEO's office for routine admin needs is the new normal, this signals the sad end to a much loved institution and I simply need to find another clinic. I hesitated since I had adored the Fenway and they have all my records, but this week, the exact same thing is happening. I called Tuesday, and every day since, it's now Friday and zero calls back. I regret to say, that I'm no longer willing to put my healthcare needs 2nd to an organization that no longer is organized. I'd add that way back parking was simple, but now it's nonexistent and they have no relationships with near by garages, unlike other facilities that do have such parking relationships for validated parking. My Dr , Alex Gonzalez was awesome, but he left for a position at Atrius. My next call is to Atrius. I do hope that Fenway cleans house in the senior management office, and hires superior talent that can fix the org, but I'm assuming that's years off. I'll be a spectator to that resurrection or continued implosion, but no longer a participant. read more

I got the wrong eye prescription. I realized the mistake after spending money ordering my eyeglasses. When I called to get a second appointment for a consultation, the receptionist attempted to lecture me on eyeglasses adjustment over the phone. I, exasperated, told her to cut the crap because I have worn eyeglasses for 33 years. During the second appointment, the optometrist adjusted the prescription with a "doctor's remake" note and told me that the eyeglasses shop gave me the wrong eyeglasses. No, the optometrist at Fenway was terrible in the first place. I'm transferring my eye care elsewhere. Fenway Health is in the middle of a federal malpractice lawsuit over transgender care that will possibly have repercussions nationwide. Fenway Health has gone downhill. read more

I'm not sure who's in charge here anymore, but the place has really declined. There's talk that they've run out of funds, and it seems to show. It's unfortunate for the LGBT community in this city that we can't get reliable care. They've closed locations that affected many people due to financial problems, constantly cancel appointments at the last minute, and patients can only communicate with nurses--doctors are unreachable. On top of that, it's impossible to speak with a doctor when you call, and urgent appointment availability is awful. I don't remember any of these problems before COVID. read more

Patient since 1990s and former donor/cheerleader for Fenway health. Major changes need to happen when you are a gay man and no longer feel part of the Fenway community where you have been seen for decades. Patients that relied on you for decades are getting older and need to be seen - where they are and what their new health challenges are. MyChart appt requests were useless. New doctors and any remaining doctor that havent left are getting slammed by the leadership and then by the patients that are frustrated. When you dont feel safe or part of - you go elsewhere. Having had a safe place to be part of - and feel cared for makes leaving very challenging. I keep holding off hoping that they will again remember the 20 and 30 something year olds from the 1990s are still alive and worked hard to support Fenway. But has Fenway left us? read more

I've been going to this hospital since I was 16 and 36 now I recommended to anybody who looking for a good primary care doctor have a pharmacy quality doctor Nurses are always so friendly read more

This place is turning into a mess. 1 - I had an appointment that took 6 months to get in 2022, when I showed up to the appointment it had been cancelled. The receptionist said it was cancelled and flat out admitted that no one notified me. This was really irritating as I took off work and paid for parking, AND on top of that I had a medical issue - that's why I made the appointment. I spoke with the person handling complaints via email, it was the same corporate type spiel "we're sorry this happened, we'll talk to the people who were involved" etc etc. 2 - my PCP ordered an ultrasound which I had performed at an affiliated facility. After a month of not having the results relayed, I had to follow up 2 times. AND I NEVER GOT THE RESULTS until my next appointment with another PCP. 3 - I've had to change PCPs 3 times within the last year because 2 of them left. This is a struggle as I am trans and I am more comfortable with female providers but they have non taking new patients. 4 - I always have to ask for my results, bloodwork or whatever else I've had done. Why do I have to hound your office for results that you ordered? It doesn't make any sense and makes it more difficult for the patient. I appreciate the mission of this place, but it's so hard to be a patient here because something is always lacking or difficult. read more

Folks at Fenway are insanely helpful. I'm looking at YOU, Terri. Thank you for helping me and my family. We are eternally grateful.

A 5-star review for the office staff at this facility, specifically Amika Brewster and Jada Taylor. I came to the wrong place; they have two facilities in downtown Boston, but they swiftly helped me reschedule the appointment and showed authentic care for the patient. Cold weather but warm people. read more

I would like to thank all the people there for the good service it's really amazing especially Mrs/ Terry Duarte for all the help and work she done for my family she is angel from the heaven living between us. Thank you from the bottom of my heart for all the good things you do for us and the people in the community read more

It all started when they moved to the new Barbie dreamhouse from Haviland. Over-building and exploding egos have apparently ruined the place. They forgot about us. I moved to CHA last month and will not look back. The difference in attitude, accessibility, and care are astounding. I had been going there since my mid-twenties, so I had kind of forgotten what I should expect from a medical provider. read more

This review is for Fenway dermatology. 5 stars for Diane (apologies if it's Diana) who answers the phone for Fenway dermatology. She answers all questions , provides extra information you didn't think to ask but needed, and goes the extra mile. I know she has a line of calls waiting but she always takes the time to answer questions and makes sure you are getting off the phone with what you need. Very appreciative. Dr. Erica Dommasch is so nice and knowledgeable. She is difficult to get an appointment with because she is only in this location on Tuesdays. I recommend her and wish she has more availability. Great physician. Great staff. read more

Patient since 2020, absolutely no complaints about my doctor who's been very caring, helpful, understanding and prompt. However, when it comes to behavioral health... wow. I struggled a lot back in November and needed help. After a month long intake, I was denied any therapist appointments and put on psychiatry wait line. Lady from psychiatry scheduling line told me to "take it easy" and that the wait line is 6-7 months long. I repeatedly asked to get a therapy appointment from the person who did my intake and was ultimately told no. Got a call in May to schedule an appointment with a psychiatric nurse practitioner. Finally met that nurse in June... who couldn't believe I waited since November. Things changed in 7 months and it wasn't particularly helpful :/ More interestingly, also in May I got a call to schedule therapy and was assigned a therapist. That was so odd... after they said they're not going to schedule anything. My first appointment was supposed to be today, 6/3. I didn't receive any "please confirm appointment" texts and checked online... only to find that my appointment was gone. I gave behavioral health a call and they said "provider cancelled your appointment because you were reassigned to someone else". I did not receive any communication from fenway health about this. They could not schedule an appointment with that someone else either and told me to wait for that new therapist to call me. The person on the line hung up the phone as soon as I said "ummm, ok" to what she told me. This is way too careless for a place that routinely deals with a very sensitive population (e.g. 42% of trans individuals attempted suicide). My advice is to stay away from these people. UPDATE: they're now claiming they cancelled my appointment because my chart mentioned that back in November I had a therapist someplace else. I'm told they have internal policy to refuse scheduling therapy appointments if you have any therapy appointments someplace else. Seems unethical and ridiculous... how about you cancel all your appointments at MGH before we schedule anything at Fenway? read more

Thank you to dental staff Milo who goes above & beyond and is so helpful! Dermatology reception couldn't care less about scheduling and makes her job seem miserable. Other providers are more supportive and I like having them all in one place, though most are very hard to reach at times. Be prepared to wait on hold and transferred to different departments before finally getting in contact with who you are looking for. Also, lots of staff turnover as I have had numerous PCPs (and wasn't automatically transferred to another once mine left). read more

Let me start with this- I absolutely love Dr. Campbell. She is a fantastic primary care physician, which is challenging for me to find with multiple chronic medical conditions. She is genuinely kind, listens well, and is up to date with the most recent research. However, everything else about this place leaves a lot to be desired. Every time I call I get put on hold. I'm almost never talking to the right person, somehow, and have to be transferred. There is never any space to see my own doctor when I'm sick, same day or even within a 3 day window. Many of the front desk staff look and act like they hate their jobs. The waitlist to see a psychiatrist is apparently so long that no one will tell me when I might get an appointment. And the online portal is barely functional compared to the Partners portal. I will continue to come here for my primary care because I like being in a queer friendly environment and other places are similarly bad, but I'm also extremely frustrated. read more

Long time primary care patient who's stunned at how far this place has fallen. I've not had a physical in three years; in the last year I was able to book a physical two separate times--but each appointment was canceled by Fenway Health just beforehand, with no explanation given. I'm hopeful that under new leadership the organization will rebound. read more

I've been a patient there since 2010. The only problems I've experienced have been delays due to the pandemic. As with all practices, they have a backlog and they are overworked. I highly recommend it, and I just wish some reviewers understood that any service issues they experience are no different than what they'd find elsewhere. read more

With the notable exception of Optometry and my pcp, the most incompetent, unresponsive, hostile, and corrupt behavioral health, psychiatric, medical records, and administrative medical center on the planet. Try using the portal to communicate after failing to do so by phone, and it automatically shuts down after 2 or so minutes. Start over again, and the same thing happens. Can't try again, because you're now locked out. Try "tech assistance" there for help, and no one ever answers. You're directed by an outgoing recoded message to use the portal!! Should be more aptly named Fenway Life Endangerment Center. Stay away from here at all costs. One star is way too much. Negative 57 is more appropriate. As previously noted by other reviewers the "Reverend Amy Whitcomb Slemmer, Esq." is as unfit in her administrative position at the Fenway as she is a disgrace to the title "Reverend" and deserving of disbarment as a "lawyer." read more

I am about to lose it. I just moved to the area from out of state and have been looking for a PCP since December 2022. I can't find one to save my life. I called Fenway Health today and was told that since I am over 26, I could get my name on a waiting list that is 6 to 12 months long! read more

If you enjoy making calls to your provider and being directed on the phone six times before reaching anyone this is the place for you. If you enjoy being hung up on while on the phone to schedule an appoint cause the attendant view 4:30 as a hard out this place is for you. If you enjoy not knowing half the people involved in your medical, dental, eye or behavioral care this is the place for you. If you enjoy vacant and mediocre staff this is the place for you. Fenway, we suck! Quit telling your friends to come! read more

This review regards the HIPAA department of Fenway. Before I go further, the quality of care is good, and it's generally easy to schedule appointments. That said, if you want to use email with your medical providers, forget about it. I've made reasonable requests repeatedly to have my medical providers communicate with me via email, and the HIPAA department has been continuously claiming that my requests are unreasonable, which is the ONLY way that they are legally allowed to refuse them. If you want to use alternate communication with this provider, you should probably go somewhere else, which is a real shame given how they're focused on serving an underserved population otherwise. read more

Poor customer service, doctors can take 3 weeks to follow up with you and often they do not, your voice mails and e-mails are missed and this has gotten worse with Covid. Trying to get monthly meds is a nightmare and consists of making at least three calls a month to the pharmacy and the Refill line and often times your meds fall off the list magically and you have to beg and plead to get them back. incompetent and unresponsive, one of the worse Healthcare systems I have dealt with. Are people really donating money to this place? Why? read more

Big shoutout to Amika who went above and beyond to assist me an hour before closing for a holiday weekend! I had an urgent situation and I thought I'd never be able to get the answers I needed, but Amika was incredible and absolutely saved me!! From the front desk to the doctor's visits, I've never had anything but an amazing experience at Fenway Health. They are so welcoming and inclusive. I always feel that I am in good hands. Thanks, Fenway Health! read more

So - First the good. My Doctor Liz Cass is awesome. Knowledgeable, friendly, patient, thorough. I can't say enough good about her. I highly recommend Fenway Health and their staff. The folks in the pharmacy could not be nicer. Now the bad - The phone operation there is HORRIFIC. You can get stuck listening to elevator music until you want to pluck your eyes out. Every time I call it's an adventure...and not a good one. They have got to do something about that. Its bad, bad, bad and it has been bad for years. read more

Fenway health is great! My doctor is the worst I have ever met in my life. I have seen medical professionals for 15 years, to give people an idea of how many I have seen. Dr Jerry J. Charles is very unprofessional, as is his nurse. He has not read my medical file at all which I can tell by him asking questions and recommending I see doctors that I already have seen and had a diagnosis from, he has even asked "what they said" which would literally be in my medical chart. Jerry has said he was planning to prescribe a DEADLY dosage of medication, which was not prescribed as said/written thankfully. Jerry's nurse's medical advice was given to me as one piece of advice that was later completely contradicted by her. I've never had a sassy doctor ask me "Can I finish?"when I interrupt briefly to correct him. I know interruptions are rude in a conversation, but this man has never taken my medical care seriously. I have seen him twice, I will NOT be seeing him again. This hospital (which I have been a patient of since 2006) is a good one which used to prescribe me doctors who are actually helpful, so I will simply be switching PCP's here and praying that I do not continue to encounter this unprofessional treatment from doctors here in the future. read more

Update from 1-star review below: Sandra from client services reached out to locate the form I originally brought in in early November--apparently it was scanned into my record in late January (definitely a lag). Also, my immunizations have miraculously appeared in my patient portal. I appreciate that she did reach out to follow up on the issue and clarify any lingering questions. The online patient portal is not as intuitive or well-maintained as others I've used, so be sure to keep checking to make sure all of your info is listed correctly. Also, you may get wrong info from reception. I'm glad that they do have a team ready to address issues when they arise. -- 1/25/16 - 1/5 Update from Medical--the administrative side of things is proving to be just as sloppy as Dental. I submitted a copy of my advance directives/health proxy form during my visit in November.. I checked my patient portal to make sure it was uploaded they were not scanned in. During my next visit in December I asked the receptionist what might have happened and if the directives could please be uploaded ASAP. She said if they were not online they must have been lost and I would have to print and complete and new copy and bring it in next time. She said it so nonchalantly and with no compassion or apology that I can only imagine this sort of thing is unfortunately routine. It was annoying on my end to print another copy (I do not have a printer at home and apparently Fenway does not have copies of this highly relevant health form at their office?), sign again in the presence of two witnesses, and now have to wait until a February appointment to bring it in. I would have liked this very important piece of documentation to be added to my record ASAP and treated as high priority. I also noticed today that under my "immunizations" it only lists one immunization from 1992, even though I had to send them my full list when I enrolled as a patient. Why is this not fully updated? read more

Complete inability to reach any provider with requests or questions without waiting for hours on hold.

Horrible front desk at dentist office, she was on her phone the whole time I was there

The worst clinical practices I have been patient at. They are constantly understaffed, and doctors/staff never have enough time for patients. It happened 3 times to me that they didn't fill my prescription on time, and I was without the drug for multiple days. This happened despite me calling their prescription line and asking for a refill (before finishing the prescription I had); in addition (knowing that they are not the most reliable team ever) did a request fill through the patient portal as well. And, of course, they haven't fulfilled my prescription on time. However, I had to call a few more times without the result. In the end, I had to complain about this so I could get my prescription refilled. This is absolutely crazy. I highly recommend staying away from the Fenway clinic unless you can deal with haphazard service and absolute negligence. read more

Amica Brewster, Fenway's patient relations specialist, called me today. She did an excellent job of explaining how to use Fenway's new appointment scheduling system. Fenway is definitely sensitive to the concerns of its patients. I'm very impressed. read more

Fenway was a lifesaver when I came to Boston without a roof over my head. After ten years, I realized I was separate from their target population because my doctors insisted on treatments and choices against my values. Not every LGBT person goes to that clinic. Research if you fall into one of their focuses. If not, go to any doctor. read more