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.

The administrative staff is incredibly rude. I have previously worked at a front desk before and if you can’t greet patients in a professional manner, this role is not for you. They are losing patients because of this. Such a shame because it’s not the clinicians fault.

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.

This review is about the administration staffs and not the doctors. To my experience, the doctors in this office are all good. 1) Lost prescription. Suppose your newborn baby is sick. The doctor writes the prescription and you leave the office hoping the prescription will be faxed to the pharmacy. In MGH back bay it is not odd if it does not happen. The pharmacy did not receive the fax in my case. I do not blame anyone for this as I do not know if it was pharmacy or the MGH office fault. The fact makes me upset is that the next day I called them begging to fax again and it took them till 5pm to have it faxed. 2) Referral with wrong insurance number: They used a wrong insurance number for the referral so the insurance rejected. I received the bills, called back the insurance, then the specialist office, then MGH back bay, then insurance again… None of them told me what was wrong, so it cost me about 20 calls to figure out what was the reason for rejection and have it fixed. 3) Checked in but not checked in After I arrived, checked in and received the routine questionnaire papers to sign, I waited for about 45 minutes. No nurse called me in. When I asked the lady at the front desk, she told me I had not checked in and no one put my file in the queue. Then I said, if I had not checked in why I had the papers and stickers.

The doctors are condescending and paternalistic, rushed, overly precious, and incapable of effectively meeting prior authorization needs for integral prescriptions. Additionally, they don’t seem to realize patients have a right to request copy of their own medical records.

They have very bad staff members working there. The lady who answered my phone was very rushed and had an bad attitude. My worst experience at a MGH clinic.

Wait times are horrendous and the front desk staff is very unpleasant when they have to keep telling the patient it's a longer wait than predicted. Doctors are pretty good, but getting appointments and wait times are ridiculous.

i've been a patient there for 18 years. that number alone should indicate how i feel about the place. never been dissatisfied once

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.

I have been a patient here for years. I moved from Boston over a decade ago and continue to commute from the suburbs since a good PCP is difficult to find.

I have been seeing Dr Lemly for years at the back bay office and I am very happy with the whole office. My whole family now goes to the back bay

I have been a patient here for 10 years. Love it.

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.

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.