Cooley Dickinson Medical Group Orthopedics & Sports Medicine - West Hatfield, Massachusetts

Octavio L.

My 8 y.o. son had an appointment for X-ray follow up today at the West Hatfield office. The front desk staff were friendly and welcoming. The wait time was less than 10 minutes. Kim, the X-ray tech was great with him, took time to explain what she was doing and was kind and professional. The PA, Mary also did a fantastic job explaining the outcome of his X-ray results. She was not rushed and even took time to go back in to a prior X-ray to review the appearance of an X-ray of an previous wrist fracture, without us even asking. She took time to explain in a way for an 8 y.o. to understand how the bones healed, which was so helpful. I have worked 20+ years in the health care industry and know how valuable it is have professional and caring staff like Kim and Mary. Their "bedside manor" is excellent and much appreciated! If you are a patient here, I hope you are fortunate enough to work with them.

Bb M.

I just got foot surgery. I went to my 2 week post op visit. Dr. Lori sees me. She is so quick and doesn’t listen to my concerns. Just wants me out of there. She’s nice, just doesn’t take the time to explain, thoroughly how to care for my wound.

Kacey S.

After years of chronic damage from overuse as a softball and volleyball coach, I finally turned to Dr. Fallon to repair my mess of a shoulder. I found him to be personable, honest, and clear in what he would need to do to repair it, and the long rehab it would entail. He also responded to my questions on my patient portal right away, and with no judgment. He did a fantastic job repairing three (old and frayed) shoulder tendons, and I am very happy with my recovery after months of physical therapy and follow up visits. I would trust him completely with my other shoulder...but I am hoping it doesn't come to that!

Steve M.

I ruptured my quad tendon 9 months ago. Dr. Fallon was great and got me into surgery the same week late on a Friday afternoon. I continued with PT here as well. Steve was a great PT and knew how to push just enough to get me over some physical and mental hurdles. At 9 months, I'm feeling pretty good!

Terri D.

I went here after being treated at the ER. The PA started poking around at my thumb and said it’s most likely a scaphoid fracture. He put me in a short arm cast and it needs replacing because it’s too loose around my thumb and there is no support at all. When I saw my surgeon that Thursday he said scaphoid fractures are the hardest ones to heal and in order to fix it it needs surgical repair. I will be getting a second opinion after I see them on March 4th for cast removal and scaphoid check. It still is painful and it’s on the top of my hand as well. Word to the wise seek other facilities. Oh and if you want to wait 2 hrs to be seen be aware….

River A.

Waited 1.5 hours just to be seen. Front desk was unprofessional and rude. One's talking the others shaking her head and commenting. Fyi people can see you running your mouth. Maybe, if you all communicated with each other instead of being lazy and not asking you might get your information right. But what can we expect from civilians right.

Lachlan T.

I haven’t even had my initial appointment yet, however based on my experience with the phone intake from this office I cannot say I feel confident that I will receive the compassionate care I have come to expect from the Cooley Dickinson system when I do have my appointment.

Tammy, the person who answered the phone was cold and dismissive. My first intake call, I was pressured to identify which part of my body hurt most after a car accident resulting in a complex injury. I understand only being able to treat one injury at a time, but when I informed her it felt hard to quantify, because again the car accident resulted in a very complex injury, her dementor changed from professional to cold. She made a callous remark about “wasting the doctor’s time”. We ended with her indicating my ankle hurt the worst with an additional note saying my whole leg is bothering me.

Okay. Great. Whatever maybe she was having an off day.

In the days after that disheartening first experience, I decided that the body part I said “hurt worst” was not accurate to my day to day experience navigating this injury. To better advocate for myself, and reduce any confusion, I decided to call today to ask for my file to be updated.

Unfortunately for me, Tammy picked up the phone again. My experience was, in all honesty, even worse than the first phone call. She was again dismissive and rude. She refused to keep the note on my file saying the whole leg was bothering me because “you can just tell the doctor”. She had the note on my file before, it literally does not impact her life whatsoever to keep it. However it DOES impact mine, as the patient.

When I informed Tammy I would be calling patient relations because of her callous behavior she retorted that she “wasn’t callous”. Last I checked, I think it’s up to the person sharing their experience to define what is or is not being felt. You don’t get to tell me what my experience of you is.

Tammy refused to give her full name so I could accurately relay my experiences to Patient relations. Yikes. Red flag.

I decided to try to call back after a bit in hopes to speak to a supervisor. I was hung up on TWICE while trying to do so — after being on hold for over ten minutes.

Do not go here if you expect compassionate healthcare providers. Do not go here if you want a provider who can respond professionally to your self advocacy. Do not go here if you struggle to articulate your complex health experiences and want a professional who will work with you to get the best care possible.

Absolutely disheartening.

Marie B.

I saw Paul for a broken finger. He examined my finger, showed me and discussed the xrays, gave me useful strategies for recovery, and clarified areas of concern. Twice he said, "Do you have any other questions?" He seemed quite competent and experienced.