Beth Israel Lahey Health Primary Care - Park Street

"I have been a patient for several years and both Dr Saindon and Dr Kantas have taken care of me. Both doctors are great, inquisitive and go on the search for answers. They take the time to do it right. Im still a patient and plan on being one for a long time to come."

"1/6/23: I can no longer recommend this office and would be switching providers immediately if any good PCPs were accepting new patients right now. I truly couldn't be more dissatisfied with the care and attention I receive from this office. First, I asked the office to submit a referral for a specialist because my insurance at the time required it. They said it was all set and they had faxed my records over. Months later, I was hit with $900 in medical bills because there was no referral ever sent over, so my insurance denied claims for two appointments. When I reached out to the office for proof of the referral, they claimed they had never been told that I had an appointment and therefore didn't send the referral over. When I pointed out to them that I had informed them of the appointment in writing on my patient portal, they stopped responding. I followed up via portal and phone multiple times and only received a response after leaving an angry voicemail. I was told the office obtained a backdated referral and that the issue was resolved. Great. Months later, I continued to receive bills because the referral was never linked to the appointments. I asked for help from the office in contacting my insurance to resolve this because a) I'd tried calling on my own and just got passed around to different representatives who couldn't help me and b) none of this would have been necessary if they'd just done their job in the first place. I received one response that did not resolve the issue and when I pointed out that it still wasn't resolved, they AGAIN stopped responding. I sent multiple portal messages, left voicemails on the general mailbox, and spoke to office employees asking for the practice manager to please call me. I didn't receive a single response until I called again and told them that after TWO WEEKS of no response, I would be filing a grievance with BI if I didn't receive a response by the end of the day. Magically, the issue was resolved at 4:30. I can't tell you how frustrating it is to only receive a response when I call them and get upset - it feels terrible to do and I imagine can't be pleasant for them to deal with. Today was the final straw. I received a copay bill from my annual physical appointment, which should have been covered 100%. I called and spoke with Shantelle to ask why I was being charged a copay. I was told it was because I spoke with Dr. Saindon about my acid reflux and anxiety, which "isn't covered" under insurance guidelines for physicals and was billed as a separate service. When I pointed out that I talked to Dr. Saindon about this for all of two minutes and both conditions are managed by other providers, the response I received from Shantelle was an awkward silence and then "So do you want me to take a credit card payment over the phone?" Unbelievable. I've been a patient of Dr. Saindon's for seven years and have followed her to each practice she's joined because she's that good of a PCP and have literally never had an issue until she joined this practice. I don't question her care, but do I question the care and the ethics of this practice and will be looking for a new PCP. ---- I love Dr. Saindon and will see her in any office she practices at. This is the third office I've seen her at and out of all three, I've never had such an issue getting in touch with someone from the office. Unless I call immediately after they open, I've always had to wait a minimum of 10 minutes to get through to the front office, even though the automated message keeps telling me I'm supposedly Caller #1. I was once running late to an appointment due to traffic and tried to call them to let them know, but gave up after sitting on hold for 15 (!) minutes and then upon arriving, found that no one was even at the front desk. Super frustrating and not at all efficient."

"So I am giving a 1 out of 5 mainly due to the response from the said nurse when answering messages that were left with the answering service before hours. Multiple days I have left messages before 7am since I work 3rd shift. No return call at all by 4pm the same day. I have to recall the office to be told you will have your call returned when she gets to it. All calls should be returned same day. I have had to call the hospital myself to verify procedure regiments as well. Kantas himself nice doctor but doesn't help when your team is weighing you down and not getting back to patients who needed treatments or advice if office visit or er. So sadly looks like I will have to shop again for new primary care office."

"Very unprofessional. Office books early morning appointments but the employees are not there in time to open up the office to attend the patients at there scheduled times. When calling office to verify it states they open at 8am when the scheduled appointment was for 7am. But the blame is put on the patient for not walking through a locked door for the 7am appointment. Management needs to manage better."

"I can't say enough wonderful things about Dr. Saindon and her practice. Every time I've called for an appointment, I've been greeted by polite and professional staff. Whether on the telephone or in person, the staff is friendly, personable and always working for the patient. The office is new, clean, inviting and comfortable. Everyone is respectful of safety. Dr. Saindon is knowledgeable, intuitive, personable, professional and comprehensive. She addresses concerns and resolves medical issues with up to date and sound medical principals. She has educated me about healthy living and made a positive impact on my life."