Mass General Brigham (Concord)

Terrible practice with no concern for patients or their patient's well-being. It's practice-wide from the top down. You will not receive adequate medical care here. Messages go unanswered, phone calls unreturned, I have had to go in person just to get a simple lab report reordered correctly A large number of doctors and staff have left the practice in a mass exodus. It's clear why: this is not an appropriate or healthy way for a medical practice to run.

I've been a patient for a few years, and have had care I'd rate 5-stars in the past. Within the last calendar year (2024-2025), the administrative services and scheduling have resulted in mistakes/oversights negatively impacting my health. This includes abruptly refusing to administer medications that require an RN and being unable to coordinate an alternative in a reasonably timed manner. I suffered serious (and preventable) withdrawal symptoms as a result. It includes admittance to being unable to help with a specialized problem, but refusal (or inability) to schedule/coordinate referrals for specialists. It includes a phone system that kept me on-hold indefinitely with no option to speak to a real person, only to leave a c/b number. Perhaps most concerning, it includes call notes from nursing staff that inaccurately describe conversation, lied about care that was offered, and inaccurately stated that I (the patient) denied offered care that was never mentioned. I have nothing bad to say about the doctors and RNs I've worked with, but the lack of coordination through administrative processes and proven detrimental from my experience as a patient. I believe this issue is stems from serious inefficiencies with the larger Mass General Brigham health care system. Any merger should prioritize the ongoing care of patients, and I believe the coupled organizations failed to provide this. The issue has been brought up and addressed with the broader organization, but I feel that the issues still persist and the need to publicly acknowledge them for anyone who may be considering care here.

I had a late appointment with Kayla D'Tamasso Jan 10th..who is a fantastic NP ( nurse practitioner) of whom gets a 5 star rating for compassion, knowledge of my many diagnoses, and great follow up care. Reason for the 3 star rating: It seemed to be that l was the last visit, as the office was empty. The (only) receptionist that was there had a definite "attitude" whenever I asked her to repeat what she said after I had told her that I was hard of hearing. She definitely was not a happy camper and "voiced" her displeasure by being impatient and somewhat rude. There should be a way in which to rate the health care providers (Docs and NPs), from the auxiliary office staff as many people scan over the narrative and only "see" the star rating which includes everyone. Kayla definitely gets a 5 star rating from me ( an R.N.), for being so prepared and attentive towards my many complicated, variable diagnoses.

A patient with Lincoln Physicians for some years now. Never had problem, my PCP retired and the new office set up and Dr. Owasu seems to be too busy to bother. Tried for two days to get some answers on lab results. After pleading, multiple calls later nurse practitioner called back saying she never got messages, anyway the doctor had days off, and when she returns signs off, I may get lab results. Since illness does not wait for convenient timing to show up, time to find a more responsible practice where receptionists do not need multiple phone calls to finally move the message to medical stuff. Disappointed and disgusted.

The front desk staff at this practice is absolutely awful. I have sat in the waiting room watching them put three phone calls on hold when there was NO other patient there. They shuffled papers and worked on their computers and I never saw them pick up the phone again. But last week I had one of the worst experiences of my life. I had covid and had woken up in the middle of the night unable to breathe. I called the office first thing in the morning and a nurse told me she would have the "covering doctor" call me back. By noon I hadn't received a call back, and was told he didn't look at the note yet because he was busy seeing patients. At 2:00 I called again, and no one answered the phone. I went to the office to get help, and when the youngish front desk woman (her name might be Jessica?) heard that I was covid positive, she told me I had to leave the building. Apparently I was too sick to be seen by my doctor? As the other front desk woman, Peggy, was kindly trying to help me, this particular woman got up out of her chair and said "I encourage you to wait outside!" Honestly, I thought she was going to call security on me. I had to sit outside on a bench and wait for her to come out. When she did some outside, I stood up from the bench and she HELD HER HAND UP and said "Stay right there!" while she told me the doctor would call me back. This woman treated me like piece of dirt. I have never been so disrespected in my life, and from a medical practice!! I will not be going back to this practice. They could have the best doctors in the world and I would not step foot back there with this woman on the front lines. She should not be working with the public, let alone anywhere in health care.