My 67 year old cousin was brought in with what turned out to be stage 4 cancer of the colon and liver, and then his kidneys shut down. He was a difficult patient and was so scared and in pain. I am the only relative he was still in touch with. And I visited him almost every day for the week he was there until he passed yesterday. Everyone at the hospital, from the ER staff to all the staff on Needham 3, were wonderful. The doctors were so gentle with him and spent so much time explaining and listening to him. Special commendation to nurse Bridget on Needham 3. She went above and beyond to keep my cousin comfortable and to ease his anxiety. She advocated for his needs on several occasions with the outside Hospice team who didn't understand his limitations and anxieties. And she was there for me as I grieved and worried about logistics. She is a true gem!!!! Another honorable mention to Linda on Needham 3, who also looked after me when things got overwhelming. I highly recommend Mr. Auburn hospital for service, medical expertise, and for providing a lovely non-intimidating environment. read more

Small community hospital with caring staff, very good signage, nice parking garage and nice facilities overall. They are a Beth Israel Lahey hospital. I've never used their ER but I've gotten other care there at the hospital. read more

I've visited the ER on two occasions, and I also see my doctor at Mt. Auburn Hospital. The quality is disappointing. You really have to look out for yourself, the lack of care that goes on in this hospital is astounding. read more

My 87-year-old father left on an ER stretcher for 19 hours--unacceptable, unsafe care.

I spent 12hrs in the emergency room for diagnosis for a concussion. 5 of those hours were spent waiting after being triaged. The only reason why they ended up taking me when they did was because my spouse had to advcate for me. I will NEVER go back to that ED. read more

These place will never fail to be the worst ED to exist. It was 1240a, and there were these teen girls being so loud and no one checking it. The waiting area smells like pee, and the receptionists always seem to make things difficult. We spent 5 mins discussing my 17 year old daughter, not having her ID. The nurse who helped her was nice, but let's talk about unsafe practices. No gloves were used. The cart that she was putting my daughters blood tubes on and needles she was about to use had a drop of blood on it, and she only cleaned the drop of blood using an alcohol wipe. I work in a hospital, and she should have bleached it. The least could have been to lay down one of those pads. I asked a nurse for an update, and she said she'd check with attitude cause she repeated, "I said I'll check," when I added a question to my inquiry. She indeed never checked. I asked the nurse if our results for lab were in, and she said yea, but we have to wait on the Dr. Why do these waits be so long for them to come tell you anything is beyond me. read more

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Mt. Auburn has really declined! So sad. It used to be a wonderful facility. Now, you wait for 4 hours in the ER room when it is almost empty. Please, if you are in need of an ER go to a place that has excellence and leadership. That was the Mt. Auburn of the past! read more

Emergency Room Medical staff was thorough but with only 2 docs won duty the waits between tests and response was very long. Sadly, nursing care was neglectful. During a five hour stay for a fall with head injury and broken rib, vitals were taken only at intake. Despite an elevated BP on intake, monitors were disconnected when the patient was transported for the first CT test and never reconnected. There were no nursing rounds or check ins, and there are no care or discharge notes in the myChart. Discharge did not include a review of care and treatment plan. Simply, here are your instructions (15 pages of notes)you can go now.) read more

Unfortunately the staff is burnt out and is losing their empathy for patients. Probably more a reflection of modern medicine than Mount Auburn. read more

I recently had a follow up colonoscopy here and although the medical professionals with whom I interacted with were fantastic, the pre-registration was a disaster You are told via text to contact pre-registration prior to your appointment. I made a total of four calls, leaving detailed messages on three occasions including my cell number. At no point did I receive a return call‍ Having failed at telephonic registration I physically went to the registration office at 6:40 AM. The office sign indicates they are open from 6:30 AM to 5:00 PM! We were not the only ones dismayed that the office was CLOSED and at 6:50 AM I left for my procedure . When I reported to the GI Unit I couldn't pre-register the response was " yes that is a common complaint" Clearly the management of the pre-registration department should be held accountable for the lack of attention and responsibility of this unit! Patients deserve far better‍ read more

My husband was a direct admit from winchester hosp. and the MAH kept my husband for supposedly 24 hours. well past 24 hours. I was told by the floor nurse that she got report from winchester hospital that they had a bed and that the ambulance was sceduled for 2pm well my wife was at the hospital at 2:55p and after multiple callls to the MAH I never arrived at winchester hospital until approx. 17:18p totally unacceptabe read more

My wife,Dotty,was admitted through emergency was in the hospital for six days.All the nurses on Stanton three were jut great,so kind,caring and patient.They were very friendly and really cared.The two male nurses were amazing,changed the sheets and shampooed my hair.Doctors were through and listens to your fears.So glad to be home but I am very grateful for my care.Colonscope I was asleep,but the prep was awful the night before.Nurses have long shifts 12 hours at a time.I am doing much better,and kidneys are improving,thank God..The staff in the er were great,10 hours going over my health before a bed was available. very grateful for just wonderful care. read more

I needed help and I was sent to the ER department. I was admitted quickly, the ER doctor saw me in 40 minutes, the surgeon attended to my needs in 1 and a half hours. Everyone was really kind and I felt they genuinely cared for me. Yes, the ER is not fancy but it is not why I am there. I give 5 stars for the care I received. read more

Very poor hospital. Through no fault of my own I recently became homeless and all this hospital gave me was somewhere to sleep for a few days. On day of discharge the doctor in charge didn't notify me of what was going on. I went in with pneumonia and left with the same Chronic cough is worse now. Totally incompetent staff just sucking off the insurance company. Stay away - you will not get medical help here!! read more

Hit and miss for me! Grew experience with my child's pediatrician, whom we were trying out for the first time, but decided to stick with him. Absolutely wondering with kids! Made us feel like a doctor with a soul who cares for their patients. Except the front desk staff were impatient! Then, I went to the main hospital on Mt. Auburn....front office, excellent. Administration staff, who record(ed) first-time visit to the hospital, wonderful too! Personable! Oh! The woman who did my blood work --Horrendous! She persistently dismissed my being combatively (and I hate to say this about a Black given the racial connotations loaded onto us), but she showed complete disregard for me and cut me off when I tried to speak. She was thoroughly dismissive of what I said, even when she pretended she wanted to apologize (to protect her job). I tried to explain to her that I wanted to prepare her for my squeamish behavior when getting shots so she didn't feel daunted by a grown woman screaming over shots . I also tried explaining that I always try to create a safe space with new social interactions. I also get excited when I meet another black woman like me in practices where they are very rare --particularly true where I live! Plus, considering that black women's health is statistically underprioritized and mostly neglected, having a black medic attend to me boosts my hopes of "being seen, heard, and attended to with courtesy"; how wrong! This woman/lab tech was awful! She focused on reminding me she's been doing this work for umpteen years, and nobody has ever complained about her, "I'm very nice." I tried to explain to her, as a teacher, kids are not all the same, and I do not treat kids the same." Oh! She decided to explain my profession to me, like she knows it better, "That's a classroom. It's different...kids are not going anywhere..." Anyway, nothing was left for me but to tell her, "Have a great day!" read more

On June 18, 2025 I went to the Mount Auburn Hospital Emergency Room for an injury concern I was anxious about. From the moment I arrived to my time with the doctor who treated me, I was well taken care of and treated wonderfully and respectfully by every single staff person I encountered: at patient check in/registration, Noni - who was extremely kind and lovely and very soothing to my anxiety; the Nursing care while waiting to be seen by the doctor, Chloe Wright and Maggie Buyuk - who were both profoundly thorough and attentive to ensuring I felt ok and added calm to my anxiety, they went above and beyond in their patient care, and were so pleasant and wonderful; and then to the doctor who treated and diagnosed me, Dr. Todd Thomsen - who was incredibly through with my concerns and alleviated all worry with a quick diagnosis and even follow up recommendations for an additional issue related to the reason I was in the E.R. - he was so generous with his attention to my injuries and concerns, a doctor who clearly cares about his patients whole health assessment. I was so relieved to receive such outstanding and immediate care at this ER. We all know how disastrous the healthcare system is these days and how overburdened healthcare professionals are but I only received wonderful care at this hospital. Grateful for all of you who assisted me! Again, Thank you! read more

Do NOT go to the ER here if having a mental health crisis. Find a hospital that has a better approach on how to hold patients who are waiting for a bed at psych hospital. It is Alice in Wonderland level in there - you or your loved one with come out far worse mentally then you went in. This pains me to write. This was the hospital of my youth and all my kids were born there. But their handling of a mental health situation has really soured me. read more

I had the great misfortune of arriving at the Mount Auburn Hospital emergency room on May 9 (2025). The horror of the experience I had there almost defies language. From start to finish, all the personnel, without exception, treated me like an inmate in the basement of some supermax prison who had to be shut up, shut in, and shut down. They showed the most astounding incompetence and medical incaution I have ever seen. I knew it was going to be awful when they got my name and date of birth wrong after I was stretchered in, and they failed repeatedly to change this information when I specifically tried to correct it. Of course, they later accused me of "lying" when the wrong information caused the very problems I told them it would. They did the opposite of what my out-patient provider instructed them to do. They eventually injected me with drugs to which I'm allergic, despite the clear and stern warning my provider made to them in real time (not to mention my own), and that were totally irrelevant to and ineffective for the reason I was in the emergency room. Every time I tried to seek attention and explain my urgent needs, they shooed me away like an animal and, near midnight, called in "security" needlessly to have me violently forced onto the bed, injected with contraindicated drugs, and locked overnight in the room without water and without any means of communication, even though my emergency had not been addressed at all (in fact, their actions, and inactions, had made it vastly more acute). Worst of all, I had Nurse Marianne Bonanno assigned to me, and she behaved towards me, from the first word, with more contempt, rage, and medical disregard than I have ever known from any supposed professional in my life. Right before she had me drugged and locked in the room overnight, she mocked me in front of the other staff, laughed at me, screamed at me, and then snarled, "Unfortunately, we have to deal with you until the morning!" As they forced me onto the bed, they scraped my arm, leaving me bleeding without bandages for many hours. Their thuggish bouncer, technically a "security guard," earlier had decided to snatch away the stool in the room they'd put me in because, in his words, "this ain't no hotel, man." I hadn't even been using it, but by then I'd wanted to and had every right to do so under their own policies and noticed that all the other rooms had stools, some of them in use. He did it purely to intimidate me and to make me less inclined to assert my critical care needs. This place should be investigated and cleaned out. They should assemble and train a new emergency room crew and then disband the current one. I'm utterly appalled by what they did to me. Do everything possible to avoid ending up at Mount Auburn Hospital. read more

1 star is an overrated review. Dirty, unprofessional and is an all day event. I have never seen a hospital ER so poorly run! The administration should be ashamed. I have been to hospitals all over the country and worked in an ER, avoid this place at all cost. read more

I absolutely love Mt. Auburn Hospital. I've now had two surgeries there, cancer treatment and everything in between. The staff is experienced, kind and attentive - including the doctors, nurses, techs, support staff and front desk. I feel very fortunate to have this high quality facility in my area that feels like a community hospital but has the credibility and experience of the big city hospitals. read more

Mount Auburn saved my husband's life. The doctors and nurses are all so kind, generous, compassionate, and very, very thorough and competent. I love everyone at ICU, ER, and the sixth floor patient rooms. I encountered so many wonderful medical staff there. I am deeply grateful and appreciative. Than you so much for everything you do! read more

This hospital has saved my life multiple times. They are an incredibly, ridiculously busy city hospital and you will not get the fast service that you will get at a rural or suburban hospital because they are constantly understaffed and overextended. You will not get the detailed service either. Even with the huge ER expansion there are not enough beds, the waiting room is too small, shift changes are frequent, etc etc etc. They see absolutely everything here and all at once. They are out to keep people alive and that is literally it. The fact that many providers there are still genuinely caring about their patients is remarkable. The fact that other providers are just moving through an assembly line making sure that everyone is still breathing is understandable. The problem is not with Mount Auburn. The problem is with the failure of American society to provide reasonable healthcare for everyone. There are still a large part of Americans minds that see physical illness and ailments as moral failures. Until we as a society rise up and demand universal healthcare for all, and fund everyones care equally, you will still see ERs taking every shortcut that they possibly can so that they can rush to the next patient and make sure that they are also breathing. The parking fees are ridiculous though. read more

They may want to educate their shuttle bus drivers to be respectful to people picking up patients out front. We are told to wait out front and then get berated by the elderly bus driver, 5/24, noon. There are no NO PARKING signs but this driver decided to berate me because I'm a female. Disgusting really. We pay a lot of money to this hospital. He would never treat a man in such a manner. Suggest some training. read more

I go there to have my blood tested in their lab. For the most part, I do not have any other problems registering. I did encounter a snafu one day when no one showed up on time. Suppose that happens with vacations. otherwise, I would give it a five rating. read more

This review is for the director of Hematology. She dismissed me immediately and claimed that my test results must be a side effect from a medication I hadn't even started yet. When I told her I hadn't started it yet, she said the result might be a fluke. When I presented evidence that it has been a consistent finding over the past year or so, she assumed it was due to an autoimmune condition. Tested it again and the result was in the normal range, so she sent me back to my gp, but then it was consistently low over multiple timepoints over the next year, so gp sent me back. She ordered additional tests. Some were abnormal, but she said that was likely due to lab error, and others didn't come back until after the appointment and she never followed up despite receiving a message from me. Essentially she sent me back to my gp again and insinuated in the notes that I am overreacting due to having anxiety. Do better. Also, if the appointment is scheduled for 8 am, the waiting room should be open at 7:45 am. They didn't turn on the lights or check in patients until 8:05 am. Ridiculous. read more

The ER staff is deplorable! As well as the HR staff whom I reported my grievances to, they did NOTHING about my concerns. Just excuses. No solutions. Yet, HR admitted the ER staff committed a HIPPA breach but it's apparently "No Big Deal" at Mt. Auburn. No! That's a VERY BIG DEAL! Please see picture below: They wanted me to walk on this VERY floor under the influence of narcotics, (That they gave me) unattended, and didn't even give me the slip resistant socks. I was there for back pain. I'm having surgery next week. I was there almost a month ago. Since they sent me home "With a handful of Percocet" and I quote the MD who saw me in the ER. I been in bed since the day I discharged. I wanted answers, NOT narcotics! So since were in a Covid pandemic, I guess we forgot that there's an opioid epidemic going on as well right? Right! So I could've fell on these nasty floors, and left with a bigger problem than I came in with! Not to mention, do you think the condition of this floor is acceptable during a COVID pandemic? I would say NO! The ER nurses are rude, lazy, and could benefit from weight loss surgery. Or perhaps not worry so much about "What's for lunch" like they were the day I was there! Don't waste your time, this place is unprofessional. They do not take US patients seriously. We are just a ICD-10 code, and a paycheck to them. Lack of patient care, and empathy. THIS PLACE IS A JOKE! I gave them a chance to deal with this internally, and they decided to call me back with a bunch of excuses, and again NOT ONE solution! I plan on reporting them to the medical board for HORRIBLE patient care, AND a HIPPA breach. Since they gave me ANOTHER patients discharge papers! Fresh pond animal hospital would be a more suitable place for a HUMAN in that part of town. DIVERT TO ANY OTHER HOSPITAL THAN THIS ONE! By the looks of this floor, you got a 99.9% chance of catching COVID. Stay safe! read more

Mount Auburn Hospital - This is the DISGUSTING ER floors during a COVID pandemic! - Hospitals Near Me - Cambridge, Massachusetts

I had such a pleasant experience here after being denied a blood transfusion at Lahey Burlington. I went to the ER I was in the back in a bed in under 20 mins. The Nurses Erica and Thays were absolutely AMAZING and attentive. The attending ER Dr. Fischer was Phenomenal!!!! Patient care was literally 10 stars start to finish. I was so grateful I had to write a review. Great job. read more

Five months now still injured and received no help from the ER. I understand that is ok what they did but someone in a grievance office that takes Medicare complaints said that is all inexcusable how the entire dept was so mean and outspoken yelling at me. And the exam someone said they did what exam I did not have any exam. I have some names of a dr and a PA that supposedly in my record but I do want to be sure of names whoever was involved with my ER visit that time as I am taking action and filing with agencies as again I received the worse care ever and again they will face something I hope as I have many ways to take action on their lack of care. The nerve also to charge for my visit when they did nothing oh knee xray they probably only did that so be able to get money off my insurance yet they refused to give me an MRI as quote er doctor said that is expensive yet I am fully covered so why he could even say that to me you treat homeless people better than a fully insured person. I hope all of you at the Mt. Auburn Hospital are proud of what you do as you deserve no praise from me and others if trying to go to anything there I would think twice and head into any of the Boston Hospitals you will be glad you did when you really need qualified doctors and good care. At Mt. Auburn you will not ever get that. Even the lab was bad what is going on not paying people enough they claim short staffed do they wonder why no one wants to work there. Also, I saw I can share my reviews with social media I cannot wait to do that warn so many others to not go here if you can avoid it. Go to Boston Hospitals. read more

I used to love this hospital. This has been my primary care hospital since 2005. I don't know when they were acquired by Beth Israel Lahey but it's gone downhill ever since. In the past when I called my doctor's office I got straight through to the receptionists who were actually there at the office. Now there's an answering service. The person I'm speaking to now (after going through the phone tree and sitting on hold listening to insipid music) doesn't work at the hospital, she works remotely. I'm still giving it 3 stars because the doctors and nurses there are wonderful. But the customer service is terrible now. I'm so sad that Mt. Auburn went this way. For-profit medicine is horrifying. read more

horrible experience after trying to clarify a bill I received in the mail with the financial counselors they have. The financial counselor seem to be upset that I was calling in the first place. I guess the breast center uses a third-party radiologist company and I received a bill in the mail which should have been sent to my insurance company . After an hour on hold trying to reach this third-party. I was finally able to resolve the issue unclear why they didn't have access to the insurance information I provided at registration overall very poor experience a very sour taste in my mouth. Shame on this hospital for using such poor third-party vendors read more

My daughter Jaqueline MacRobert just gave birth to her beautiful baby girl She has said that the nurses in L& D were incredibly helpful, supportive and kind! Ann Marie was amazing. I am Jaquelin's Mom. I worked @ Mt Auburn as a cardia nurse years ago... And couldn't be more proud! Thank you Mt. Auburn! read more

Oh and some of the ER nurses are super rude and unprofessional. I can't believe they actually work there. I hope human resources sees this cause their behavior is unacceptable to say the least. And they have flying cockroaches/ water bugs that are like 3 inches long in their ER. Pease be aware folks!!!. You've been warned. If this place could get 0 stars, that's why they'd get!! And they need to keep it cleaned and sanitary at all times. From the waiting area to the bathrooms !! read more

Even 1 star is far too generous. This is a terrible hospital and it seems like many others feel the same way. I was a patient here for years in the Oncology Department. I had a doctor that unbeknown to me was the subject of numerous complaints and was eventually pushed out by the hospital. I then got passed to another doctor who is now the Chief of Hematology and considered a genetic specialist. Don't be fooled by that. She too is an awful doctor. Actually the better description for her would be a dangerous doctor. Ignoring lab work, ignoring patient complaints, copying and pasting notes from the previous doctor. There are some good doctors there but why take a chance. If you need a doctor, the ER, surgery, procedures, etc then go to Boston. It could end up saving your life. I have since changed all my doctors, including my primary so that I don't have to deal with Mount Auburn ever again. Just awful. read more

I visited the ED last month after getting some food stuck in my esophagus. I received excellent care. Everyone was professional and very kind to me included he ED physicians and nurses, the GI team, the Radiology team, the OR team and the PACU team. I arrived in distress and left feeling so much better. I highly recommend this hospital. read more

I just went into the restroom. It was filthy. Toilet was filthy. Floor looked like it hasn't been washed in a week. Poor management

The below details a troubling experience my wife and I endured on April 2, 2024 at Mount Auburn Hospital's Phlebotomy department. After our newborn baby's first pediatrician appointment on 4/1/24, my wife and I were instructed to go get blood work done for the baby to identify status of jaundice condition. My understanding is that this blood work needs to be done at a hospital because newborn's blood clots fast and testing needs to be completed quickly. My wife and I arrived at Mount Auburn at approximately 10:45 am on April 2, 2024 with our six (6) day old baby. After visiting the registration department, we checked into the phlebotomy department at 11:00 am. After waiting approximately one (1) hour, my wife asked the Mount Auburn phlebotomy technician what the estimated wait time was going to be since we had been waiting about one (1) hour already. With attitude yet without answering the customary question posed by my wife, the technician looked at my wife and said "You know you don't have to do this blood work today." My wife informed the technician that the pediatrician wanted the test done today as the baby was already scheduled for a follow up appointment in less than forty eight (48) hours. The technician then said to my wife, "You're his mother, you can make that call." Therefore placing my wife in a terrible state of guilt and confusion. My wife - who has just undergone an intense surgery in order to have this baby safely - was absolutely shocked and distressed with the nasty attitude and unresponsive answers given by this technician. My wife began to cry in the middle of the waiting room. Other patients were shocked and spoke up to the technician and the other female phlebotomy technician working that day who was also not helpful. After waiting another twenty minutes, I went back up to the check in desk and asked again about when my newborn baby would be seen. My wife and I had observed other patients being taken in for blood work who had arrived and checked-in AFTER us. This observation was confirmed when I went up to speak with the technicians again at the check-in counter and saw the check-in paperwork and other patients being serviced before us. The technicians had to look backwards to find my baby's registration sticker. Again, without directly answering my question about timing, the other female technician said "We'll be right with you." After waiting another ten minutes, the female technician came out and placed a foot warmer on my baby's foot and said "we'll take him in ten minutes." This did not happen. Another thirty minutes went by without us being seen and having other patients being serviced before my newborn baby. During this additional thirty minute wait, other patients consoled me and my upset wife - even offering for us to take their "spots" in line. Additionally, the foot warmer was not activated and warm anymore defeating its intended purpose and use. I again went up to the check-in desk to ask about timing. The female technician with the nose ring was waiting on the telephone and opened the check-in window to address me. After pleading for my baby to be serviced so we could leave, this female technician got flustered and waved me off with her hand. At this time, the other technician was shuffling paperwork by the fax machine and finally asked me for the pediatrician's blood work Order form. It was only at this time, after two hours of waiting, that this technician alleged that she could not find my baby's Order form from the pediatrician. Notwithstanding my personal suspicion and disbelief about this allegation, I handed her the tangible copy that the pediatrician gave me. I had been holding that Order form for two hours but was never asked for it by either of the technicians. We were then taken in for the blood work by one of the technicians which took longer because my baby's foot was cold and attached/taped to an inactive foot warmer at this point. I left Mount Auburn Hospital around 1:15 pm that day with a crying newborn baby and a distraught wife. I am extremely upset about this occurrence. At no point did either of the technicians treat me or my family in a professional manner. At no point did either of the technicians give us any status updates. At no point did either of the technicians sympathize or apologize for the wait. I don't know what is worse - making my wife feel guilty for following the pediatrician's direction to bring our son in for blood work OR having the technicians intentionally take other patients before us and making a newborn baby wait two hours for simply blood drawing. I believe that neither of the Mount Auburn technicians wanted to service a newborn baby. Instead, my wife and I were forced to unnecessarily expose my newborn baby to other patients coming and going from the hospital. Notably, my wife and I witnessed these two technicians giving the same poor, demeaning, and dismissive attitude to other patients during the two (2) hour wait. read more

Since my routine colonoscopy on Feb 6 2024 at Mt. Auburn Hospital with Dr. Samson Ferm I have been twice billed for additional unexplained fake charges that are normally included in routine colonoscopies. They use double speak to try to justify charging out-of-pocket additional charges which are normally and routinely covered by health insurance. They lie in your face with phony explanations that don't jive. I've had two prior colonoscopies as routine over 20 years and was never charged extra bills for "diagnostics" as they lie at you. The process is entirely diagnostic and they code extra charges for examining samples that are normally inherently included. This time the office of Dr. Samson Ferm at Mt. Auburn Hospital has sent me two additional external out-of-pocket bills exceeding $200.00 with no explanation of the additional charges. They were required to accept my Medicare insurance as payment in full. It's fraud, plain and simple. Kristina in the claims department made outrageously false statements about Medicare coverage. Mt. Auburn Hospital is a rogue racket. read more

Went to emergency room by ambulance and was treated like I was wasting their time. I'm chronically ill so I don't take ER visits lightly - I was very afraid. I did not feel capable of standing when I first arrived and I was judged for that. I asked them to check my heart rate and was met with a blank stare. The ER nurse rolled her eyes and sighed a lot, and when I asked her not to touch me where I'm injured, she got an attitude (and proceeded to touch me where I'm injured). The physicians assistant questioned why I came in - again the paramedics deemed it appropriate. The place is also very dirty - or it just looks dirty because it's too old to be cleaned. All I wanted was to be treated respectfully. I don't understand why that's so hard for this hospital. read more

1)There are a few OK doctors we have there, but if you have complaints and write to "Patient Relations", you better have an issue that might impact them bigtime. Twice months apart, we have written them with issues, the last one regarding an exceptional employee that maybe someone could recognize. No replies in two cases. NOT EVEN THE COMMON COURTESY OF HAVING RECEIVED OUR EMAIL CONFIRMATION. The prior email went to a Kayla P. and initially she replied, but when things were brought up that she likely could not deal with - she no longer replied. The current one last week regarding an exceptional employee had no reply on two separate emails. Reply is supposed to come from " Patient Relations Coordinator, Department of Quality & Safety". Another pain is the excessive escalation of their parking fees. We have started to migrate to both Lahey Clinic and MGH due to various issues. WHO WOULD SET UP A DEPT TO ADDRESS PEOPLE'S CONCERNS AND THEN PICK AND CHOOSE WHO OR WHAT TO ANSWER? 2) The hospital, to our surprise began essentially gouging people for parking bigtime. Used to be first 30 minutes free, and then went up to $4.00, $5.00, and $6.00 depending on time there. Now it is 15 minutes free, then $8.00 for over 15 min to 3 hours! How the hell is 15 min free any use? Takes almost that long to park, go into hospital, then come back to pay machine, and to vehicle. NOTHING at Mt Auburn can be done in 15 minutes if parking, nothing at all. THEY ARE GOUGING PATIENTS BIGTIME NOW! They should be ashamed with that payment layered new system! Absolutely a disgrace!!! I went from 2 stars to one star because of the parking gouging recently discovered! read more

I just had a bad experience. I had an appointment this morning at primary care with Alyssa. I get there on time , got checked in , brought in to the room. They took vitals and told me to change into the gown only for the manager to come in and tell me that they don't take My insurance! This appointment was booked 6 months ago and was repeatedly reminded about it and I confirmed it various times! Why couldn't they tell me then! I made arrangements for my kids to be take care of while I went to my appointment. Wasted gas and payed for the parking garage. I could've slept in today! It's nasty out, raining , I'm so livid right now! read more