Thank you to the front desk assistant K who helped me with my insurance today. The office is clean,…read moreequipped with a kids tv and play area, phone charging station and they had nice music playing. I also received my lab results quickly.

A Case Study in Institutional Dysfunction…read more I am writing to address the profound systemic failures at Boston Medical Center. While individual staff are capable and helpful, the administrative and operational framework surrounding them is utterly broken and distressing. The "Communication" Black Hole The most egregious issue is the impenetrable wall of bureaucracy between patients and providers. Department phone numbers route to a call center rather than a medical office, making actual caregivers nearly impossible to reach. My experience across three separate departments has been uniform: some messages sent via MyChart sit unread for weeks or are completely ignored. Attempts to escalate communication issues to office managers result in silence. I've had to involve a Patient Advocate twice just to facilitate basic communication, only to learn that doctors either never received my messages or deemed them not urgent enough to respond. Medication & Post-Op Care Failures This administrative disconnect poses an active risk to patient recovery. After surgery last month, an ER nurse gave me medication resumption instructions that directly contradicted my surgeon's paperwork. I sent a MyChart message to clarify this safety discrepancy and never received a response. Furthermore, the system repeatedly fails at basic prescription coordination. Prior to surgery, a department doctor not covered by my insurance called in an antibiotic, triggering an insurance denial. I explicitly asked staff to note this in my file so it wouldn't happen again. Today - a Friday - the exact same error occurred. The same doctor called in the antibiotic, triggering another denial. Despite calling the office twice early in the day, navigating the call center, and receiving assurances that a message would be sent to my doctor, the prescription was never corrected. Because of this systemic incompetence, I am forced to go at least four days without a necessary medication before this can be resolved on Monday. The "Imaging Runaround" & Data Inaccessibility The digital infrastructure is significantly behind industry standards. After diagnostic imaging, only a text summary was posted to MyChart rather than the images themselves - a standard feature at every other hospital system I've used. Attempting to resolve this was a masterclass in buck-passing: the doctor's office told me to call Imaging; Imaging told me to call Medical Records; and Medical Records told me to call the doctor's office. No one knows how their own system functions. Failing Infrastructure & Safety Concerns The physical and digital systems are in severe disrepair. Recently, I waited 30 minutes for surgery check-in simply because the computers were not working. During another exam, a doctor handed me a treatment consent form that was completely illegible due to a faulty printer. The physician was forced to discard the legal document, and we had to proceed without a readable copy. Furthermore, during a separate visit, I was seen by a nurse who appeared to have difficulty understanding spoken English, resulting in me being handed the wrong paperwork. When you cannot communicate clearly with the staff handling your records, patient safety is compromised. Final Verdict The environment at BMC is clearly one of dysfunction. A system this poorly managed will inevitably drive talented, dedicated staff away. Until BMC prioritizes its communication infrastructure and basic office functionality, I am deeply concerned that my medical care is being compromised by systemic failure. The breakdown in handling legal consent forms, the ongoing failure of patient check-in systems, and the repeated errors in critical medication coordination represent severe institutional liabilities that require immediate internal risk-management auditing. Because standard channels have failed, I will be escalating these specific operational, administrative, and safety deficiencies to the appropriate healthcare oversight and licensing boards for a formal review.

Last week I had a thyroidectomy performed by Dr Jeremiah Tracy and his team and stayed overnight…read morefor monitoring. I was incredibly impressed by the care and positive attitudes of everyone I encountered, from a security guard who found us looking for the right atrium and offered to lead us there, and the doctors, but most especially the nurses. The nurses in the PACU were incredibly kind, advocating for my needs and helping me understand what my recovery would look like and what steps I should take when discharged. I would highly recommend Tufts for surgery, and whatever they're paying their nurses is not enough because they're genuinely the best!

I would give a -1 if I could. Showed up early for appointment, traveled 2 hours to the hospital,…read moreprocedure's were cancelled for everyone for the day due to problem with cleaning apparatus for the medical equipment. Understand that equipment can break but - no call- after 2 days of prep and a long travel time with someone to drive me home- is unacceptable. A phone call could have saved me over 4 hours extra wasted time! Also- staff stated I would be contacted to reschedule- it's been 1 month-ish and no one reached out to reschedule- hopefully I didn't really need the colonoscopy!!!! Seriously. And, just today, got a card for an apology for the wrong procedure. I guess I should be happy that I didn't get the procedure as it would have gone very wrong!!!! Oh- and hey - no need to call me- I won't be coming back there for the procedure!

Overall I'd rate this place as effective, easy to schedule, but expensive…read more 1. The doctors here are generally very knowledgeable but not that caring; 2. Front desk is effective. I've never had a problem securing same day appointments. 3. They are a MGH affiliate so appointments can get expensive if you have HSA.

Excellent health care providers and adm. assistants. They take good care of me. I see my PCP and…read moredentist.

I've been a patient in the South End office since the last week of 2014. My PCP was a young man…read morenamed 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.

Went in for a physical. Terrible doctor. Had to call the business from the doctors office to have a…read moreseparate blood test set up during my annual check up. They said they didn't have bloodwork and couldn't continue. No one said anything before. Then I was billed for diagnostic work when it was just preventative. The doctor refused to change billing. Paid $200 for a free annual check up.

I drop my hubby here often, about once a week or once every two weeks. They're really fast and do a…read moregreat job, he always feels better for a week or more and has real bad back issues. High priced but we can always get in on a whim without an appointment - $75 per adjustment.

The kindness and the care they showed was amazing as if we've known each other for years.read more

I specifically come, to South End Community Health Center, now rebranded as neighborhood health…read more.. To see Kevin... The best optician in Massachusetts! He is, by far, the most patient and knowledgeable person, in the field of optometry, that I have ever met... And I've been wearing glasses since I was eight years old. THE DEAL: your glasses are the first thing someone notices on your face. Get them from the best Boston optician. Feel VIP in your new shades... Come let Kevin fit them to your head!

Loved this facility before Covid. Afterwards it went down hill. It's hard to get a knowledgeable…read moreand helpful person on the phone and that's usually a long hold Time. My breaking point was it took almost two weeks for my son's albuterol inhaler to be filled and numerous phone calls (most of which I was just given the run around for). There are a few amazing people there that have kept me there for years we had been going there but after the last snafu I'm switching my son's care.

Alex Gonzaled has been my primary care physician for about three years…read more Recently, I had an infection as a result of face surgery, and Dr Gonzales went above and beyond educating me and using his knowledge of and influence in the medical system to get the care I needed the same day I saw him. more broadly dr gonzales and all the atrius staff with whom I've interacted have an incredible bedside manner. i consistantly leave my appointments at attrius better informed, well cared for and always happier than when I arrived.

Rude and unprofessional staff. Over charged both my insurance and me, dishonest business practice…read more When you bring your concerns to Mary, their specialist for customer service issues, you never hear back and when you do it is just her complaining about how busy she is. When you go higher you get told things that are blatantly untrue (easilly proven) and that your case will no longer be reviewed. My entire family went here for years and had 2 good doctors. One has retired, one books 2 years out, the rest of the organization doesnt seem to remember who their clients are or why they are doing what they do. Sadly, I would not recomend at all.

I went to the ED twice for pain management. I have a very painful illness and I went in with my…read morepain at a 10. They did not hesitate when is came to treating my pain. They even offered to admit me to help get a handle on my pain or transport me to where my surgeon is. I have a surgery scheduled for August. My condition is often ignored by doctors and the pain is not taken seriously, so your suffering. But the doctors and nurses at St. Elizabeth's were compassionate and validated the severity of my illness and worked hard to get me comfortable. I will be returning if I need emergency care. I highly recommend.

The care in the Emergency Room and ICU is great, the staff is kind and compassionate however I…read morecannot say the same for the care in other departments. The nursing staff outside of the ICU is just plain rude... I understand that there are staffing shortages across all hospitals but basic human compassion and kindness went out the window in gen med. On top of all that the hospital is filthy- like incredibly filthy. I don't recommend getting treated here unless it's a life threatening emergency and it's the closest thing around.

I've been going to Dimock my whole life. It's your average community health center…read more Pediatrics (when I used to go) was ok, but the doctor's do talk to children about their weight pretty aggressively; I always hated that. Adult Medicine is so-so. I've had some good PCP's but the sad thing is that they always leave. I've had 4 PCP's in maybe 2 years or less. Very few doctors there stick around. The wait time to be seen can be pretty crazy too. Late appointments go faster. OB/GYN is really good. It can take awhile for you to get an appointment if you have an urgent health issue since they only really give those to pregnant women. But they will advise you over the phone about what to do until your appointment. Most of the doctor's are very nice, I prefer the nurse practitioners though, they seem more friendly. The wait time doesn't take long and neither does the visit. Dental is a hassle and I gave up after trying to book an appointment after I got x-rays done (one appointment just for that). I'd go somewhere else for dental. I haven't been to eye care as an adult so I don't know how they are. The pharmacy is efficient. They don't usually run out of meds and have to order them like CVS and Walgreens do. They're pretty fast if you call them in. A bit of a weight if you see the doctors upstairs and they send the prescription down electronically, but still not bad. They don't take outside prescriptions though from from a provider thats not at dimock. The Mental Health dept. is horrible! Rude psychiatrists that just give you whatever medication they want to try that month. And the therapist are aloof and start to be judgmental if you see them for too long. Go to Arbour for mental health. I'll be returning for regular exams ( mostly just OB/GYN and Adult Medicines) and some of my prescriptions are there, but if I want better care I go to Beth Israel, its their affiliate hospital.

Horrible. I've been in and out of here for 40 yrs and it's still the same unprofessional and…read moreineffectively run place it's always been. Appos are canceled and never rescheduled. I just got my records and am done

I REALLY love my PCP here, who is an NP. Very thorough and helpful. I love the one stop shopping…read morebecause you can get everything done in one place. I stopped going to Fenway Health because they were just awful in the past 5 years, so I switched to Atrius and I'm happy. I like how you can bop into another location for bloodwork if you need to. The pharmacy has been helpful, but they don't deliver refrigerated meds. Fenway used to put a cold pack in the package and deliver it. Otherwise, I'm very happy here and have been treated very well.

My experience with the orthopedics department was extremely upsetting and disappointing. I was…read morealready anxious about the appointment, and the way I was spoken to by multiple staff members made the experience significantly worse--to the point that I ended up crying. When I arrived, I was told by the woman at the front desk that I needed to go to X-ray. I was confused because I had been told I was getting an MRI, so I simply asked for clarification about why X-rays were needed. Instead of explaining, the staff member repeatedly told me, "You need to go to X-rays," in a very dismissive and condescending manner. She then directed me to the wrong location, which left me even more frazzled. When I returned and explained that I had been sent to the wrong place, she looked at me as though I had said something completely unreasonable and responded again in an unnecessarily condescending tone. Unfortunately, the experience did not improve when I reached the X-ray department. Another woman from the orthopedics office came in and spoke to me very harshly about the fact that my referral was only for one knee, even though I had explained that I was experiencing problems with both knees. She abruptly told me that because the referral was for only one knee, that was the only knee they would address that day. I understand that there may be policies or referral requirements that staff need to follow. My issue was not with the policy--it was with the unnecessarily rude and brash way the information was communicated to me. At that point, I was so upset that I nearly walked out of the appointment altogether. Thankfully, there were a couple of kind and helpful people in the X-ray department who treated me with respect and were essentially the reason I stayed. Overall, I was extremely disappointed by the lack of basic courtesy, empathy, and professionalism I experienced from multiple members of the orthopedics staff. Patients coming into an orthopedic office may already be in pain, nervous, or worried about what is wrong. Asking a reasonable question should not result in being spoken down to or made to feel like a nuisance. I want to make clear that Dr. McCarthy was not part of this negative experience. My concerns are specifically with the interactions I had with other members of the orthopedics staff. I left feeling embarrassed, overwhelmed, and in tears. No patient should be made to feel that way simply for asking questions and trying to understand their care. The customer service and manner in which I was treated were unacceptable, and I sincerely hope this feedback is addressed.