Mass General Brigham Healthcare Center (Waltham) - Waltham, Massachusetts

Bella B.

I recently had a very disappointing experience at the MGH Waltham phlebotomy walk-in clinic. As someone undergoing IVF treatment, frequent lab visits are a routine part of my schedule. The clinic's proximity to my home and its walk-in option have always been convenient compared to scheduled visits required at the IVF clinic. Over the past 7-8 months, I've visited this clinic around 20 times, with waiting times typically ranging from 10 to 40 minutes.

However, during my last visit, I was surprised to wait over 50 minutes despite only five patients being ahead of me. I understand they prioritise elderly and pedi patients, but still 50 minutes for 5 regular patients was extremely long. As my 10 AM virtual meeting approached and after checking in around 9:10 AM, the long wait forced me to ask if I could be moved up in line, which is something I would never prefer to do.

The situation escalated when I expressed my frustration to understand the unusual delay. The practice manager responded in an intimidating manner, cutting off my questions and almost threatening to expel me from the clinic. As I prepared to leave after my blood draw, she inappropriately demanded I follow her to her office for a further discussion in a condescending tone, even attempting to prevent me from leaving. I handled the situation in my best manner by telling the practice manager "you have no right to stop me from leaving". That was all I said right before I walked out.

I filed a complaint with the Patient Relations Office, only to receive a formal letter in the mail siding with the practice manager, who falsely claimed I was using my phone pointing to her face when I talked to her. I don't disagree that I had my cell in my hand at the time I was wrapping up with the blood draw, but it was because I had to check time minute by minute as I don't wear a watch and it was just a few minutes away from my virtual appointment at 10am. I was anxious but I still held myself together very well. The accusation that I pointed at her face with my phone, that is absolutely false.

I am deeply disappointed by how MGH and the Patient Relationship Office handled this incident. It seems there was a complete disregard for my experience as a patient, choosing instead to protect their staff without properly investigating the situation and without properly presenting their findings to me. Such behaviour is not only unprofessional but as well disgraceful.I would not recommend this clinic and I would never go there again !! I am in general very satisfied with MGH the doctors and rest of the other clinics. I have had so far over 100 visits to MGH and its satellite hospitals and had never filed any complaint until the unpleasant encounter with this practice manager. Putting a person who exaggerated and put false claim on the patient in a practice manager role is a case of mismanagement and will continue to jeopardise brand and the hospital's reputation.

Maryam E.

Overall, my experience was good. The nurses were amazing—very kind, helpful, and attentive. Parking and the pickup process after surgery were also easy.

However, the hospital made a horrible mistake with my post-operative care. No doctor checked on me after the surgery or explained exactly what was done. I was discharged in less than 30 minutes after the operation, with only discharge papers read by a nurse.

Two days after the surgery, my hand became severely swollen, extremely tight, and turned blue in multiple areas. Movement became much more difficult. Unfortunately, what delayed me from seeking help immediately was that I trusted the doctors’ judgment more than what my body was telling me.

Finally, after consulting ChatGPT, which analyzed the condition based on my symptoms and photos, I was warned that this could be extremely dangerous due to restricted blood flow. I was advised to seek medical attention immediately.

When I loosened the bandages and splint myself, I immediately felt a huge improvement—which made me feel even worse, realizing that this issue could have been easily prevented if the medical team had simply checked on me.

The anesthesia team followed up with me, but the surgical team did not!
The earliest available appointment to check on my post-surgery condition was two weeks later, which I find completely unacceptable and highly irresponsible.

I am deeply disappointed in the lack of follow-up care, as this could have led to serious complications had I not taken action myself. The hospital needs to ensure that patients are properly monitored after surgery to prevent such unnecessary risks.
How can a patient be left without follow-up after a surgery of this magnitude? What if I wasn’t able to recognize the problem myself?

Stephen G.

Easy free parking.
From there the easy part is less obvious.
It has multiple buildings and floors that don't match u.
Walkways between buildings and elevators that seem not to come from the same parking garage
That said, the medical staff and treatment was top notch.
From the desk person to the X-ray technician everyone was pleasant and helpful.
Highly recommend this place if you need medical attention that is not an emergency.

A.M. B.

Capable, knowledgeable, and caring staff.

Biggest negative? Convoluted parking area with intersecting buildings / parking
Surprised that a medical facility would be so dangerous for pedestrians. building with cars zipping about with no sidewalks and no clear pathways. Limited signage and difficult to find elevators for new visitors. Definitely come 10 minutes early for your first time there.

Kris E.

I went to this location to get x-rays on my foot and the tech was the worst I have ever had. She was rude, did not greet me, did not tell me her name, did not ask how I was doing, spoke abrasive to me when I said I was pain, wheeled me back out to waiting room while saying nothing- not even have a nice day or anything. People like this do not belong in this kind of position, especially at Mass General, if they have zero care and kindness towards patients. I am absolutely disgusted.

DeAnna

I have had numerous brain surgeries & usually go to MGH for certain doctors/specialists, however I have been to this MGH Waltham a few times now to see my Neurologists other doctor just located at different office. It's a little closer & easier for me & my drive from NH. & They're extremely busy at the regular MGH, My Doctor here is Natalia Galindo she is pretty awesome, she's very thorough & really does care about my well-being. She knows exactly what she's doing & she does it & wants it done stat. She's super nice & very pleasant to work with. She listens to my thoughts & worries & She's not one of those doctors that's cocky or they know best because they're the doctor! The offices are very clean, nice & welcoming. The front desk is pleasant and quick to get you all settled in. The nurses are very nice, & do everything they're supposed to do to get you prepared to see your doctor! Wait time once checked in is 5-10 minute, never have had to wait any longer. Definitely recommend this place. 10/10

Greta C.

Yesterday I went to MGB in Waltham location and quite honestly it’s the best urgent care I’ve ever used. My Boston PCP referred me here as I needed X-rays. I was lucky to get in the minute I arrived. The staff was incredible. I first met with Colton very efficient and personable; next the PA who goes by the name RJ, very thorough, great bedside manner, explains everything thoroughly. Lastly I met with Dorothy, XRay tech, also was great and very personable. The lady that checked me in was also efficient and helpful. Overall great experience, most definitely would use this location again, worth the 45 minutes drive

JoAnne F.

I have been waiting to get a blood test for over 1 hr. 1/2, these immigrants don't know what they are doing. I am displeased!