Mass General Hospital Back Bay

"Extremely poor customer service - just spoke to Francisco. Used to see Dr Phan for years. Was informed continued care was not possible, and I was asked to call my insurance company to find another PCP. I am a health care provider myself & was shocked by the lack of service and care."

"Avoid for the lab. It appears to be one of the few locations that require appointments, but the phlebotomist I had was awful. I am an easy stick, and as a qualified phlebotomist myself I feel like I can comment. No wonder I waited 30 minutes for a blood test, if it takes her a solid 10 seconds to slide the needle all the way in then it explains why she only saw two other people in that time. Front desk staff was slow and untrained. Children being chaotic unchecked, but that may have been more the parents’ fault than the staff, I would just assume that staff would ask kids to stop screaming and hitting stuff on the walls. 0/10 I’ve had bad MGB experiences but this was the worst."

"Been going to MGH back bay for 12 years; not only is it conveniently located on Comm Ave, but it also is incredibly efficient-- always running on time and no long waits. The entire team communicates through Patient Gateway before and after all appointments. I have the most experience working with Dr. Joseph Gesmundo. He is confident and incredibly knowledgeable. He gives attention to every question asked and always follows up with me next visit (and the one after that), checking to be sure there aren't new concerns, questions or symptoms. He answers my questions as if he has all the time in the world and explains things slowly in a way I understand. He is incredibly thorough with his exams while being calm and also informative. He is also respectful, asks me about my job, and makes it a point to get to know me. He has provided excellent referrals over the years to specialists and tracks my health records like they are his own."

"My doctor here for the past few years has been good, but I have had horrible experiences with the front office staff and the billing for all of my visits. The past few visits with my PCP have resulted in additional charges and months of effort to reverse incorrect fees. Most recently, I visited my PCP for a routine check in earlier in the year, paid my co-pay and then received a bill for more than $200 for lab fees. After several calls with the hospital and my insurance provider, I was finally able to confirm that someone in the office coded my visit incorrectly and pushed through all the charges individually. It should have been just coded as an office visit. Several months later and I still haven’t been able to get it corrected. That’s not the first time it has happened, and I’m left to sort out the problems and additional charges after each visit. Sad to leave my doctor, but it isn’t worth it here."

"Waited at door for front desk to buzz me in. 3-4 staff were chatting with eachother and took their time as they chatted to buzz me in, giving the impression of either passive aggression or complete disregard for patient dignity. I did tell them that it was quite an improper thing to do to a patient. I was then directed to go sit in the one remaining lab chair. Almost immediately after sitting down one of their staff walked toward me and rudely stated "uh, can you move, I need to get by." There was room for her to get by. I was there to get a lab to test for a debilitating genetic condition. I already have a major condition with extensive hardware in my back. Considering these factors, I found it disturbing to be told to move so abruptly. It came across as aggressive and disingenuous, since it was immediately after I had told the staff it was rude of them to take their time to buzz me in as they chatted with eachother. It was the MGH office who placed the chair in this location, and I was told to sit there. Have had impersonal service from lab in the past. Patients deserve better."