Beth Israel Lahey Health Primary Care - Mount Auburn Medical Associates - Watertown, Massachusetts

Matthew B.

Sitting in traffic on my way to my appointment I called ahead to let them know I would be running late. The person on the phone, who I found out is in a call center in Ireland, asked me what time I would arrive and put me on hold to check. She returned to the line and told me it would be fine. I arrived 16 minutes late for my appointment, and was told that I was too late to be seen. The manager told me their “wiggle room” was 15 minutes, so I was one minute past the wiggle room and therefore could not be seen. I had driven more than 45 minutes to this appointment. The office staff and communication has completely degraded since Beth Israel took over. I have been a patient for more than 5 years, and I will not be back.

Sayed E. K.

Please change the operator/receptionist or let her have her Coffee before picking up the phone. The phone was dropped three times with no reason or explanation. She fought with me with words over the use of "established patient" and "patient" to check if my PCP was Dr. Kelleher. This happened almost 80% of the time I call to schedule appointments for my Mom. There are many people with happy faces willing to do this job without being disrespectful to others.

Giorgio B.

I work in healthcare and I have been a patient to this practice for over 10 years. WOW I'm beyond shocked how poor they become! I'm considering to change my GP, who is amazing, just because of how impossible it is to work with the Backoffice. No one from the original stuff works there anymore, something must be happening, and not for the best.

Example: my appointment was cancelled in early January, we are in mid February and no one called me to reschedule an appointment they had to cancel. Guess what, only available appointments are in April - this is madness!

Jim R.

Awful. I hastily switched from old PC last summer as I had trouble getting referred to a specialist. I hope he takes me back. I went there for a blood lab and doctor said he could not do it because I'm over 70, had just eaten lunch, and he wanted a "clean lab." I was also supposed to get a pneumonia shot, but they'd run out of the serum. Remote location, shabby appearance, idiot receptionists.

Jaime H.

One of the worst practices I've ever dealt with. Tried to call them this afternoon for an insurance change and it took 45 MINUTES to even get through to the office, only to be hung up on. When I finally DID get to talk with someone, they were angry at me and completely unhelpful. This office is extremely disorganized - this isn't the first time I've dealt with them - and the office staff turnover is unlike any other practice I've seen. We'll be switching doctors as soon as possible.

Maximillian S.

Dr. Cancien and Dr. Cutler are clueless, careless, or WAY too busy. Their office can't field a phone call. Their scheduling is terrible. Their response time is terrible. I've been put on hold for a minimum of 3 minutes almost every time I call. I sat in the waiting room for 45 minutes waiting to pick up a prescription that I was told would be ready before my arrival. And the prescription was not what was promised over the phone 6 hours prior to pickup.

*given one star because no-stars is not an option for posting a review

Santina C.

I think the waiting room for this doctor's office is very unprofessional. the girls at the desks are constantly talking and laughing and giggling to each other.There isn't a moments peace while waiting for my appointment. I wonder if they have any work to do. It was very annoying. I wanted to ask them to stop talking. It is obnoxious. I seriously am thinking of going elsewhere for a pcp because of this.

Anna D.

My husband was seen this morning for a cough and not being able to breathe. He has horrible asthma and was told he may have pneumonia and was sent to another facility for X-rays. When we called Mt. Auburn Medical Associates, the receptionist screamed at him, dodged his calls and hung up on him multiple times when he was just checking to see if they had received a fax from radiology. He is on new, extreme medications when he has a documented case of medication sensitivity and would have been unable to contact his PCP in a medical emergency or with medication questions because of the horrible treatment by the front desk. 10/10 NEVER GO THERE.