MIT Health,

25 Carleton Street, Cambridge, MA 02142

"My primary care provider and the entire staff consistently provide exceptional service. As an example - I recently had to schedule a same day appointment due to a sports injury. At my exam a nurse practitioner referred me to an orthopedic surgeon. She found an appointment for me that same day, about an hour later. She then stated - well you have some time before your appointment downstairs, so how are you? Do you have any other health concerns? We then had a great conversation about my overall health. I was so appreciative that she took the time to ask me questions about my health, even though I was up to date with routine preventive visits."

"Broke my ankle, waited in urgent care for hours until a colleague offered to drive me home (otherwise would have had to walk home a mile on a broken ankle). I called to make an appointment and was told that there was no mechanism by which I would be able to make an appointment anywhere, any time at this medical facility (?) and that of course urgent care had other cases that they needed to prioritize above my "sore leg." So I kept walking on this broken ankle until I braved urgent care again and finally got seen. Eight years later, and my ankle is a source of chronic pain."

"I had an appointment to get a ultrasound done at the radiology department at 3:00 PM 06/01/2023. I arrived a few minutes before and checked in. 3:20 PM I asked the receptionist if everything was ok and she said yes. Around 3:40 PM I realized that they had booked me and another person at the same time. I went to get some explanation but got nothing. Eventually, about 50 minutes after my original appointment I was seen. Overall, no one seemed to care about my wasted time and no one apologized for the terrible service. It seemed like they were more concerned with finding someone to blame. As a bonus, I got a parking ticket because I ended up spending way more time than I should have."

"Convenient if you are on the MIT health insurance and want something close by, but consistently poor quality of service. I have had multiple occasions where the receptionist forgets to mark me as checked in, so I end up waiting in the waiting room until I go back up to the receptionist. My PCP has misdiagnosed me even after I explicitly asked if I had a certain condition, so I normally try to bypass the PCP and just ask for a referral to a specialist. Urgent care often sends me on my way with no information on followup unless I specifically ask (e.g. for a referral to a specialist or physical therapy)."

"I had a terrible pain in my throat due to covid so I requested an urgent care appointment. There seems to be some mistakes in booking that when I arrived the front desk could not find my name on the list. But they quickly resolved the issue and got me in a room for treatment. I was impressed how welcoming the front desk were. I did not expect such a warm greeting since as today lots of people have already gotten covid. The front desk kindly asked how I feel and suggested me to use the grocery service when she knew I live on campus. That was extremely helpful. Dr. Luanne was very kind and caring. She gave me a through examination and very useful suggestions. It was a relief to receive such a warm and caring treatment in the hell of covid pain. Thank you all medical workers for providing such a wonderful experience in the time of covid."