Baystate Primary Care - Longmeadow

I had an appointment for a mammogram and was turned away because I brought my 4 year old son with me. Needless to say I was upset. I wasted a whole day off driving all the way out there and was so anxious leading up to the appointment.( minus one star for the bad day I had with these people turning a me, single mom with no childcare away) I had to reschedule in September on a day I didn't have my son, which was the day he started pre k. My second time going there, totally different experience thanks to Carmen the mammogram tech. She made me feel comfortable and explained everything every step of the way. It turned an initially unpleasant experience to a tolerable one. Although my mammogram result was not what I was hoping for, I appreciate Carmen's professionalism and kindness. My follow up mammogram with ultrasound will be in 2 weeks in Springfield on Wasson St and I pray I have a tech as nice as Carmen.

I'm furious. My doctor billed my mammogram as diagnostic instead of preventive and my insurance won't pay because of that (don't get me started on insurance). Insurance said it needs to be billed as preventive and then they'll pay. I told my doctor the problem and she's refusing to re-bill as preventive. I've been fighting this for weeks now. It's disgusting. Women should not be paying for mammograms. I just received another message from the doctor's office asking if I've filed a formal dispute with my insurance. Seriously? I've been very clear with the office that I've contacted my insurance multiple times. Filing a "formal" dispute isn't going to change the outcome because the bill still says diagnostic. I am so done with these people. They do not care about their patients at all. I didn't ask for these mammograms. The doctor told me I needed to start getting them because I'm at that age. I trusted the doctor. If they knew it was going to be billed as diagnostic, then they should've checked insurance first. This location also constantly reschedules appointments without asking if the new date/time works for you. You just get a random message that your appt was changed. Ridiculous. They also don't follow through with paperwork. I asked for a bloodwork order to be faxed to Quest and when I went to Quest the next day, they never received the fax. I had to go in person to get the order and make a new appt at Quest for the following day. Waste of my time! I will give the front desk staff at check-in 5 stars. They're always nice and have been very helpful.

I called try to find primary doctor and I was transferred to new patient department. The lady was so rude over the phone. Obviously, I don't know their system work and try to explain my side of story what I was told by insurance company and she just cut me off and I ask her to repeat things she was very Annoyed by it. Overall extremely unpleasant experience.

A year later, and they have yet to actually return a call. AVOID. I am filing a complaint with the state for this office. Heather Doe thinks she is the gatekeeper against patients getting care. It's appalling this office is allowed to operate given how little they care about patients. Chronic illness isn't treated, medications are mishandled, and no one in this office cares or has the same answer to a question. And then if you complain or address it, they tell you to find another provider. They should be ashamed of themselves. Blood on their hands. Telling patients they will not provide care because they are incapable of doing their jobs is a lawsuit waiting to happen. (FYI, one of us was hospitalized and they have done nothing to help with care.) Re: automated reply - We have contacted your "Patient Relations" team countless times. You cannot even be bothered to reply. We have recently notified the CEO, Peter Banko.

Horrible bedside manner. You get work from home call center people to make you think you'll be helped, then they lie about returning calls, lose paperwork, and give a run around for everything. The Dr. lies about what they can/will do to get you to do extra appointments, but have zero intent on doing anything to help. I guess it's all about the billable hours. They sent me to a specialist that...oops.... they won't be working there after a month so I will need to start all over again. (Yes- that's also Baystate, but they want to claim they're separate so they take no responsibility.) Everyone has no problem sending bills though. Pick another practice. They do not help and do not care.