Mass General Brigham Urgent Care - Brookline I am leaving this review to document a deeply upsetting and unprofessional experience at Mass General Brigham Urgent Care in Brookline on February 7, 2026. I arrived with a near-complete loss of voice and checked in promptly. I waited approximately two hours, during which time multiple patients who arrived well after me were called ahead. When I politely asked the front desk staff about the delay, I was told that "other patients' conditions were more important than mine," without any explanation or transparency. Online appointment scheduling was not available that day, and this is an Urgent Care facility--not an Emergency Room--so this handling was confusing and frustrating. Eventually, a nurse brought me back, took my vitals, and listened attentively despite my difficulty speaking. This part of the visit was professional and appropriate. Unfortunately, the encounter with Megan Phillips, CNP, was the complete opposite. She entered the room and immediately accused me of refusing COVID and flu testing, which was untrue. I was trying--despite being almost unable to speak--to explain that I had no symptoms consistent with either illness and to ask whether, if tests were negative, treatment options or referral for vocal cord inflammation could be discussed. No physical exam was performed. Instead, Ms. Phillips responded in a dismissive and aggressive manner, stating that steroids are only given in "special" cases such as singers or media personalities, implying that I did not qualify. I am a preschool teacher, and my voice is my primary professional tool and my only source of income. There was no effort to accommodate my inability to speak or to truly listen. My husband, who was present, expressed concern about the two-hour wait and lack of evaluation. At that point, Ms. Phillips abruptly said, "If you are refusing tests, I am done here," turned around, and slammed the door shut, effectively ending the visit. Being treated this way while physically unable to speak was humiliating and distressing. When I returned to the front desk to ask for a supervisor or guidance on filing a complaint, I was told no supervisor was available. I was handed an After Visit Summary that contained no documentation of my symptoms, history, assessment, or care, only a list of future appointments--despite the fact that no meaningful care had occurred. After waiting two hours and receiving no treatment, I asked if I could be seen by another provider. I was later told that no provider in the department was willing to see me, that I was no longer welcome, and that I should seek care elsewhere. I was dismissed from the facility without care. This experience was shocking and profoundly disappointing, especially within the Mass General Brigham / Brigham and Women's system, which presents itself as a leader in patient-centered care. I sought help in good faith and was met with hostility, dismissal, and exclusion at a moment of vulnerability. I hope this review prompts serious reflection and corrective action. No patient--especially one who is physically unable to advocate for themselves--should ever be treated this way. read more

I just left this place. What amazing service and care. From the front desk, to the nurses to the PA. Really impressed. I have come here with my kids several times and don't remember the service and care being this strong. Highly recommend this location read more

I came in with a lateral ankle sprain after a fall. Biggest issue: Medical assistant fitted me into a boot that was too small which ended up damaging my ankle and surrounding areas further than initial injury. Other issues: Provider (PA/NP) did not use the standard evidence based assessment (Ottawa Ankle Rules) to determine if I need an x-ray. She barely examined me and spent less than 5 minutes with me. X-ray had to be re-done because the medical assistant scanned wrong part of my foot at first. No helpful follow-up instructions or referrals to PT, etc given. But the front desk staff were nice and kind! read more

My daughter visited the Mass General Brigham Gateway and had a horrible experience. She was having severe stomach pain and only received cursory examinations. The nurse only took vitals and the doctor spent less than 10 minutes with her. The doctor should have asked critical questions and at minimum examined her stomach. She did not even do a physical exam. The doctor was overwhelmed, incompetent and did not know what she was doing. This visit cost us close to $1000. It was frustrating to be many miles away and not able to provide assistance to our child. It is infuriating that a hospital is also not able to provide assistance to our daughter. Luckily this was not a life threatening issue. Our own physician in Virginia was able to diagnose the symptoms over the phone and prescribe treatment. read more

Still a great place for urgent care that isn't the ER and isn't waiting for your Dr who will then refer you to imaging or labs or whatever and then you wait longer to see what's going on. You can book ahead of time and the wait isn't too bad if you go in early. Snacks are good, staff is nice, everything is right there. My daughter had a foot injury with no break on x-ray and they fit her for a boot and crutches on site. Everything gets sent over by EMR hook-up so her pediatrician outside MGB got all the info and we could transfer her care to Children's. They weren't dismissive of the injury and said it might need an MRI if it didn't get better in a few weeks. The clinical advice was all spot on with what Children's said in follow-up. I've been to pretty much every ER and urgent care in Boston and this set-up is ideal if you're not about to die but you really cannot wait for your own doctor. Staying out of the Children's ER but getting the situation managed effectively saved a lot of time and money! read more

Just came in to get tested for Covid and have the pain in my wrist examined. Had a LOVELY experience. Shoutout to Maurice and Emily NP for being so kind and efficient. I don't know what people are expecting from an urgent care in a city like Boston, maybe go to Braintree or Dedham if wait time is your main concern but I came in after 9 and left before 11am. Cities will always be high volume but I appreciate the thoroughness and friendliness of the staff here. And I don't plan on being sick again but if anything ever comes up, I'll be sure to keep them in mind. Be aware that parking is metered and limited. read more

Mass General Brigham - corner of the urgent care center - Urgent Care Near Me - Brookline, Massachusetts

Please consider the negative reviews before you even think about going here. The staff is completely incompetent. The front desk receptionist is a joke. He might cause a serious health risk or even death. He doesn't know and follow guidelines set by partners. The front desk and help desk who answers the phones give conflicting information and do not escalate when there is an emergency. You should not trust their opinion regarding your health concerns. They are not qualified and mostly staffed by medical students if you are lucky to pass incompetent nurses. Stay away read more

Was worried by all the negative reviews but I had a positive experience! Definitely had a long wait but once I was in all of the staff were exceedingly kind, helpful, and informative. Very respectful and took my pains and concerns seriously. read more

The bill was ridiculous. $4900 for emergency walk-in care for upper respiratory illness. Saw physician a total of 7 minutes, took x-rays, bloodwork, and nebulizer treatment. I did not expect to pay this insane amount. read more

I went in for a symptomatic COVID test and had to wait over an hour before being seen for what should have been a five minute test MAXIMUM. When I asked what was taking so long, I was told there were still six people ahead of me in line. There was no option to have them call or text you when you were the next appointment up. Extremely unimpressed--Mass General should be ashamed to have their name associated with this clinic. read more

You would think that an urgent care place would want to be helpful, at least compassionate. Wrong, wrong again. To be fair, given the previous negative reviews, I should've realized what I was walking into, but this is the closest UC to my house and didn't really have energy to go any further. The front desk is a joke-some rude girl who was obviously sick herself was standing behind the kiosk on her phone with the sign up something along the lines of "the host is busy and will get with you shortly". I waited a few minutes until she was done texting , and finally interrupted her and said hi?? Without even looking up she pointed to a clipboard and told me to sign in and sit down. No explaining, nothing. 10min rolls around, she finally calls me up to check me in. 20min later, I'm called inside. Luckily the medical staff had a little more bedside manner..or so I thought. The guy took my vitals, asked me symptoms and told me the practitioner would be in. Once she arrived, I told her I think I have the flu but not sure and would like to rule it out. This genius, tells me "WELL IT IS COLD AND FLU SEASON SO IT'S ONE OR THE OTHER YOU KNOW " ARE YOU SERIOUS????? If I had any energy I would've given her a piece of my mind. The worst part, is that she told me there's not much point to swab for the flu bc it's not always accurate and am I sure I want to get swabbed??? Yes , I voluntarily came here after 4hrs of trying to put shoes on for you to not swab me?? What do you think this is???! She then told me that tamilflu isn't helpful and wasn't going to prescribe it to me, so I should just take "Advil or something instead and rest and hydrate" Once the tech came back to swab me (sorry was that too much of an effort for you practitioner? Did you need to go dye your hair some more or talk about the bachelor?) She came back and shocker I was tested positive. Horrible staff, horrible experience, they shouldn't even be allowed to operate. Finally, I certainly do not need a follow up call because clearly each negative review has the same Generic response and nothing is being done-you have the same terrible staff and you're doing nothing about it, so no I don't need to spend my time on a call when you haven't done anything to fix it before hand read more

This is the slowest urgent care I've ever been to. 3 people are "working" in the lobby pretty much doing nothing, yet the real bottleneck is with all the providers and nurses. Don't be surprised your wait is 3-6 hours (it was for me) read more

This really ought to be the go to place for HQ urgent care. Unfortunately, and this will sound incredible, but in my experience waiting in the waiting room and then as patient, there seemed to be a real and unethical drive to refer business into the ER. Further, what the operators say about a clinic and its ability to take furthet patients should be taken with a grain of salt (around 7pm, even if 5 minutes away) as they will state with confidence they will take you its only "5" or "6" when the reality is (arriving 5 min later) they are packed and not taking anyone....but try anothet location (same result). read more

The wait here was astronomically long (I had to wait about 4 hours to be seen and a young woman who had a potential neck injury had to wait longer than I did). The staff were all rude and the PA who saw me did nothing but invalidate my symptoms and blamed me for not knowing how to properly treat my open wound at home. She also continued to press hard on my injury with no explanation after I clarified several times that she was causing me a lot of pain. Do yourself a favor and go anywhere else or do Telehealth. read more

Took my grandma here because she was light headed. They took her in and made us wait for 1 hour without any assistance just to be told that they couldn't do anything about it - without any efforts on checking on her. Additionally, the physician was so also very very rude. read more

My appointment was originally scheduled for 7:12pm. I got a text saying that the appointment would be pushed back for 8:11. I made sure that I showed up on time. When I arrived, Chandler (either a nurse practitioner, PA, or doctor at this facility) rudely explained that their internet system was down. Then she subliminally accused me of not creating an appointment. I showed her the text reminders, then the website I created the appointment on, and then the email confirmation of the appointment. Then she walked off rudely after expressing, "YOU WILL BE WAITING AN HOUR." Considering the issue I have come to urgent care has been troubling me for more than 24 hours, I'd rather be seen by a professional. Fingers crossed it is not Chandler, and her dismissive self. I was told to fill out a form to make sure that they can confirm my existence. No problem, and the other two nurses/doctors (a woman with brown hair and glasses, and another woman that took my temperature) took care of the documentation side effectively. When Chandler came back out to the waiting room, she attempted to tell me that she was forceful in her language because she wanted to tell her manager that if something was wrong in the system, she wanted to be able to communicate it. I, then, explained that I was also a healthcare worker, and I understand we have long days and a lot of people that we have to work with, but that doesn't excuse her attitude. Again, she tried to explain her attitude, but I told her that her form of communication was not appreciated. Chandler sarcastically stated, "I gUeSs ThAt'S sOmEtHiNg I sHoUlD wOrK oN." She gave a sorry excuse for an apology, and she has extremely poor communication skills considering she is working with people. PURPOSE OF THIS REVIEW: CHANDLER IS NOT A PERSON THAT SHOULD BE WORKING HERE CONSIDERING HER POOR COMMUNICATION SKILLS. I hope she can get a nap and her favorite meal at the end of the day to be able to return with a more chipper affect. I must thank the woman that gave me the paperwork for giving me Chandler's name. She deserves a raise, and anything she wants/needs to be able to succeed in this job. read more

My first time trying urgent care outside the next worst bad care I get through my own clinic.... But anyways my son who is in his twenties got a rib injury playing football the night before was in a lot of pain. We wanted to go make sure it was not broken. I called 15 minutes before heading there and the person I spoke to said " we have 6 patients now you should head over" I only live 10 minutes from there... we walk in and the woman says we're closed we are at capacity! WTF I said I just called a whoever I spoke to said I can come over. I explain my son was in a lot of pain and we wanted to make sure he didn't have any broken bones. Her replied well I don't know why they told you come here, but hospitals have emergency rooms! Being turned away from a clinic knowingly your in need to be seen is the worst. Mind you the clinic still had 30 minutes left to be open! I'm sure he could have been squeezed in for an X-ray. I work in health care.... So I knows. You can make it happen if you care. Anyways we ended going to the hospital and waited 4 hours to not be seen just check and asked for insurance. My son was frustrated we left! Thank you America the great for the health care system! read more

I've been in a few times and always had good experiences. This time, in particular, I'm so grateful to the nurse who took me back. I don't remember his name, but he could tell I was very anxious--I'd been having a strange cognitive episode of sorts and didn't know what was wrong but didn't want to sound like I was going totally crazy, and I desperately wanted some sort of answers. He reminded me to take deep breaths and asked me about different things I had mentioned to keep me in conversation and distract me from my anxiety it. It was a small kindness that really meant the world in a moment of crisis for me. read more

The receptionist was so inefficient. First of all the front desk was poorly staffed, secondly, she was very vocal and too talkative (with information that doesn't have anything to do with medical care). Thirdly, she couldn't manage the workload and was all over the place. We came in with a 3yo child and the receptionist was first checking in adults that came after us and we were sitting there waiting for her to "start the clock". We waited for 40 minutes to get checked in when adults who came after us were already called inside. And the receptionist didn't even ask for help, she just let people wait until she gets to them. A medical staff came out, saw the huge line, including myself with a 3yo i'm carrying around, and helped by checking us in. We waited 40 minutes to get in the system, but after that things went more smoothly. The medical staff were great, Zach, who took my son's vitals, and the PA, Chelsea, were very friendly and fast. We had an issue with the pharmacy across the street being already closed, so Chelsea quickly rerouted the prescription to another location and gave us a printed version in case new location was not open. I wish the front desk was as good as the medical personnel. read more

I went there on Nov 28. I was welcomed by the receptionist, and did not waste much time waiting for the doctor. The problem lies in diagnosis. The doctor asked about my symptoms and feelings and complacently decided that it was flu without any test - blood test, X-ray, urine test, none of these. The doctor then prescribed me Tamiflu and asked me to go home and take the pills. I was later accepted into the MGH emergency department, and was found that my fever and cough were in fact incurred by bacteria infection along the urine track (which has finally inflected my right kidney). Looking back, I don't think I'll ever step into this place. read more

Came here after a nasty fall with a deep gash in the chin. We arrived at a busy time (5:30 pm on a Friday), but it was a lovely visit (despite the gash and all). Every person we came into contact with was very kind and professional - from the front desk to the nursing staff to the doctor. We waited about an hour to get in, but they provided complimentary drinks and snacks during the wait. Unexpected but appreciated. The doctor was kind and knowledgeable. She fixed the wound without stitching (only some glue and steri strips) and explained the whole process throughout. Very thankful for this service! read more

Awful. Came in with severe pain in chest after fall. No doctor, but nurse practitioner; did not even listen to my lungs. Ordered X-ray, which turned into six X-rays. She said I had a broken rib. I had to ask which one. Sixth, she said. I asked what were my physical restrictions. She said none, even though my pain level was near ten. She fastened a rib belt very tightly around my chest even though I had difficulty breathing. Told me to wear it. Ordered no pain meds. Later found out that I had two broken ribs, the seventh and eighth, not the sixth. Also, I had fluid in my lung. Hard to breathe. The chest belt was the worst recommendation. Don't go here! read more

The nurses and doctor that saw me were extremely kind and understanding! I was in and out in about an hour and a half. Yes there is a wait but you have to have patience with these places; you aren't more important than anyone else and it's first come first serve. read more

Very disappointed with the service, or lack thereof provided by Partners. Came in the morning of Sunday, July 29 to find an ER alternative on behalf of a young man visiting from China. Out of concern for his privacy I will not publicly share his condition, but suffice to say he was suffering and he was refused service. The front desk was staff was extremely unhelpful, showed no concern or sympathy for his condition. There was literally no one else is the waiting room, this young man was willing to pay cash and was still turned away by a faceless manager out of a supposed concern that he did not have his passport with him. I did not have time to stay and argue. Instead I called a friend who is a doctor and he performed a consultation over the phone. Very disappointed by our medical system. I cannot help but believe that if this young man was not from China, the outcome would have been different. read more

The medical assistant is unprofessional, he answered his personal phone call while taking my X-ray. He did not speak in English during this call therefore I could not tell if any personal medical information was being said. (Not that I expect he was, could be a potential HIPPA concern for others) The front desk staff is not friendly and very short with patients. The only reason why I am giving this place 2 stars is because of the PA. The PA was friend, knowledgeable, and kind. For her specifically 5/5 stars. read more

I have asthma and I cannot wear a mask. According to the Massachusetts Department of Public Health I am exempt from wearing a mask even in healthcare settings. The woman at the front table forced me to leave the waiting room and said I had to wait outside of the building in the cold. She did not provide a chair. Chilled I finally reentered the small front lobby and asked if I could sit in the corner out of sight. No answer. So I perched on a window ledge and finally sat on the floor. After about an hour I realized I would get neither intelligent nor compassionate care here and I left. read more

This is my first yelp review: I can't believe the young girl you have working at the front. I left work early to be seen and after giving the man at the front desk my ID and temporary insurance card (I'm an employee of a Partner's Affiliate) she comes walking in the front door and asks "what happened here...I plan on leaving at 9 so we have to get them out." The she calls me and tells me that I have to pay $169 up front to be seen because I have a temporary insurance card. I explained that all I had and she said if you want to be seen it's $169. Since I have insurance there is no reason to pay out of pocket. I work in healthcare and have never heard of such a policy. This young woman was extremely rude and should not be representing your office. I will not be returning. read more

I came in at 8:35 and they stop taking patients at 8:30. It was also raining and I was told I could not wait for my LYFT inside because it was a safety hazard. read more

Very disappointed with the service at this clinic. The woman at the front desk is the most unwelcoming person, she set an unrealistic expectation for a wait time, I was in sever pain and was told the wait would be an hour and it was well over 2.5. She was coughing without covering her mouth and was watching Instagram stories with the volume all the way up. Extremely unprofessional. When I was called in, I waited only 10 minutes, the nurse as very nice, took my vitals then proceeded to write them on the back of a tissue box which I thought was odd... Once I got my results I was able to leave, the whole appointment only took about 30 minutes. The facility itself is clean however there's a lack of privacy, I could hear the whole conversation the nurse was having with the man In the room next to me. I might suggest a noise machine. read more

Truly an embarrassment to the Partners name. At the beginning of this year I went in with a nasty sinus infection and was forced to self pay and the woman at the front desk told me she couldn't look up my information (despite being a Partners employee with a Partners plan). They are a partner of BCBSMA and according to them there is no reason why they couldn't have looked up my information. Feeling miserably sick I just said whatever and self paid their ridiculous $165 co-pay. Well I finally get my insurance information and submit my claim to them but they cannot process it because they should have billed them directly. So I call Urgent Care billing and they tell me that they cannot bill them. I called BCBS back and their very helpful employee called Urgent Care for me and finally got them to send it over. Fast forward now the claim is processed and they had been paid and register as being paid but they are incapable of registering it. I keep calling to ask and after waiting for someone to pick up for 30 minutes she hangs up on me. Go somewhere, anywhere, else. Really the care is fine once you get in the room but it is not worth the rudeness you encounter every other step of the way. It is truly sad Partners is remotely okay affiliating with this place. read more

Should have read the reviews before I came here. The woman at the front desk should be fired for her inability to interact with other people. She didn't even look at me when I came in, just stared at her computer and asked what I needed. She sat there and watched Snapchat or something with the volume up while I filled out forms on an iPad that rarely registered the right letters. After I was there for 40 minutes and filled out the paperwork, she informed me that they wouldn't see me without my worker's comp claim number. That's ridiculous because you don't have the claim number the same day as the injury. We fought about it and she made no attempt to find another way for me to get treated, so I left without being seen. Another urgent care took me and just asked for the number within 48 hours, which is much more reasonable. I absolutely will not be going back here. read more

There's no privacy wall or separation between the front desk and the waiting room, so if you have any health anxiety then it's uncomfortable feeling like the whole room can hear what's going on. The front desk administrator was condescending and borderline rude. They take your temperature with a thin paper "thermometer", rather than a standard one. The nurse was uncomfortable and awkward. I'm not sure why people who lack compassion or thoughtfulness enter any healthcare industry and why it's so hard to find good urgent care in Boston. read more

Thieves and con artists. My mother was here from overseas and had twisted her knee. We went here for a consultation to make sure it wasn't serious. We asked several times about the cost of the visit because my mom had to pay out of pocket due to international coverage and they told us, multiple times, it would be $165 which is the standard for a visit unless any imaging or procedures were needed. The visit was 10 minutes and she was discharged with a knee brace. We got a bill for $560 with no explanation of services and they refused to provide details over the phone. Then they agreed to submit this for review. After few weeks of no answer, we get a notice from a collections agency. I will fight this tooth and nail. read more

So incredibly slow and understaffed for an URGENT care. Makes it so hard to want to go in and get treated for any sickness. It's ridiculous. Not to mention the lady at the front desk refuses to do her job and check people in and any time someone new comes in she won't put her phone down to check them in. So unprofessional and rude. It's her JOB! Trust me lady, none of us want to be here either. Do better MGH. read more

I love that there's an urgent care center near by that's open on weekends. It's a great concept and all the people were nice and good at their jobs. BUT, I was told it would take an hour and it took THREE HOURS. THREE HOURS. I went on a saturday afternoon. I'm really not even complaining (despite the caps) but I think people should know what to expect and I think they should work on a system to give more realistic estimates of wait time. read more

I was advised to make an appointment before coming in. I did. Then it said that I needed to come in 20 minutes beforehand, I did. My appointment was at 5, and the woman at the front desk is extremely slow when doing intake. It took her 30 minutes to get through one person... then when I asked her how do we check in she was just plain rude. The one in downtown boston is EXPONENTIALLY better than this one. read more

Mass General Brigham - Front desk - Urgent Care Near Me - Brookline, Massachusetts

yes it's july 3rd. they took me immediately. but now have been in a room alone for 45 minutes. not exaggerating. i've timed it. just wanting a strep test. poked my head out " they know you're in there" is this right? read more

The facility is awesome - clean, nice staff, great setup and amenities. Three stars for the rude, dismissive doctor who had poor bedside demeanor. Otherwise, this would be a great care center. read more

I came to this location three times. First time was at 7.45pm. Even though their web page says that the last patient is admitted at 8.30pm, I was not admitted, because they already had too may patients. That is understandable, but then they should also provide this information on their web page. Second time I came at 11am and the wait time was 3.5 hours. I decided to try my luck later. I came at 6pm and the wait time was still 3.5 hours. I was considering to wait, but then a girl came in asking about Covid test and saying she has Covid symptoms. She was also told that the wait time is 3.5 hours. That was the moment I decided not to wait, because it seemed to me she will be waiting same amount of time in the same room like me and that room was crowded. To take a Covid test takes about 3 minutes. Why would they make people who have Covid symptoms wait 3 hours in waiting room with other people for a test that takes 3 minutes? read more

They turned me away an hour and 20 minutes before close, with only 1 additional person in the waiting room. When I explained my pain, the nurse diagnosed me based on an assumption without asking any additional questions. They said I needed to go to the ER and that they didn't have the capacity for the night. The solution was a urine sample- terrible customer service. read more