Awful! On hold for 15 minutes then person I could not understand answered, asked about my insurance, put me on hold again and then hung up. Can't find a website online which is why I called. read more

I flew down to Florida to visit family. When I got there I discovered that I left a heart and depression medication. Both if I skip a day incapacitates myself. I left a request on MyHealthOnline. No acknowledgment within 24 hours. Called the day later and dealt with someone with ZERO empathy or compassion. I explained that I would be in a world of hurt because I'm without these critical medications. Was told that since I missed my last two appointments that there was nothing the practice could do for me. "Those are the rules. Pound sand" AVOID Concord Hillside! read more

I have been bringing my family to this practice for almost 30 years. Concord hillside is now part of Harvard Vanguard which is now part of Atrius Health. While I like the physicians we've had, as it has grown, it becomes more and more cumbersome ( difficult and time consuming) to interact with them. Both my husband and I are having difficulty acquiring referrals which our insurance covers. There seems to be a new policy where they make it very difficult to go out of their system and we are not given the choice of specialists. Ironically, I picked a specialist that my son was already referred to (and had seen) and I have to spend precious hours of my time justifying the choice of this specialist for my own care. They made an appointment with a different doctor without my consent and without adequate notice. I couldn't keep it and they have threatened to charge me a fee for not keeping the appointment. Multiple calls, being put on hold, explaining my reasoning for the doctor I had chosen multiple times, trying to maintain composure and be respectful.. Made to feel like the kid who has been sent to the principals office.... Really.... who is the customer here? Surely we should be treated with the same respect and consideration that the staff on the other end of the phone line would like to be treated with. read more

I have found the staff to be rude and uncaring. The focus of this medical practice is about cramming as many patients in and making as much money as possible. Patient care is NOT the focus of this practice. I am in the process of transferring out of the practice, because the past 5 times I have called, I have had to wait at least 10 minutes on hold just to speak to a triage nurse- once was for an emergency situation with a very sick baby. There was no way to talk to a human any sooner. Every single time, I am told "sorry, we're just so busy today!' If every day is that busy, then hire more staff! I love the doctor we were seeing, but unfortunately the practice is poorly managed and I feel like my kids are just potential dollar signs and not actual patients to the support staff. Our last appointment, my kid's vitals were taken by a "medical technician", not a qualified nurse, who failed to chart the symptoms were visiting for, and who insisted I forcibly restrain my child for the throat swab without explaining to my child OR ME what she was about to do. Routine visits were fine- if your kid never ever gets sick then you will probably be fine here. My kids' doctor was wonderful and patient and a great listener- but I never saw her when the kids were sick, I was always shunted to a Physician's Assistant or Nurse Practitioner. Finally, as I'm in the process of trying to transfer my kids' medical records out of the practice, I am even more convinced of my choice to leave Concord Hillside/Harvard Vanguard Pediatrics. They are giving me the runaround and I am having an extremely difficult time trying to get them to send the records to my kids' new doctor. read more

I'll get the bad out of the way. As an adult in the internal medicine department, I was not super impressed with Concord Hillside. I always kind of felt like the docs were in a rush, and I felt like a number more than a person... most often feeling like the docs were just anxious to get to the next room to fill a quota or something. I'm generally very understanding of a busy practice and all and am patient if appointments run late etc., but I did not agree with the way I felt it impacted the quality of my care and connection to my doctors. While everyone was always perfectly pleasant, there wasn't a sincere sense of relationship building or genuine investment in my whole health. I'd give 2 or 3 stars for adult medicine, frankly. Perfectly adequate, but nothing to write home about. On the flip side, I could not POSSIBLY be more in love with our pediatric experiences. Dr. Jankelson and her team are phenomenal and - quite the opposite of my adult experiences - I am thrilled with how she has always related well to my daughter and how she has seemed truly invested in our child and family's health, as have the nurses. I have always valued Dr. Jankelson's views on things like healthful eating, breast feeding and formula feeding, and other topics and felt like she was an ideal fit for our family. During sick visits on the two or so occasions we could not see Dr. Jankelson, both the other doctors were also delightful and my daughter felt safe, comfortable, and was usually made to smile and giggle through the process. I was very bummed when Dr. Jankelson's office moved from Harvard to the main property in Concord, but for the kind of connection we feel with Dr. Jankelson and the team, I will drive from Fitchburg to Concord and won't be sorry about it. I'd give 5 stars easy for Pediatrics! read more

I called to speak to someone about an appointment, the receptionist put me through to a nurse named Caroline. She might be the rudest medical personel to have on a telephone. I've never been talked down upon by a medical professional before, and she made me feel so bad about myself (i felt bad enough already as it was - seeing as i was seeking an appt.). No "hello" or bedside manner, no kind words normally used in a conversation between two adults engaging. She's brusk, curt, and NOT nice. Way to make a bad situation worse. Someone really needs some training on how to talk to other people. I felt like she was blaming me for the problem I was having, and I was inconveniencing her because I was calling, I did nothing wrong, it's her job to be a nurse and triage, if someone who worked for me talked to customers like that I'd fire them. Then when I came in for my appointment the woman at the front desk was rude (I swear I thought I was on a tv show, candid camera or something) then the nurse who took me to a room wasn't friendly, then the physician who saw me was rude and asked if I'd been drinking when the injury happened!! What? No, and what does that have to do with my leg? Look at my leg and and don't ask if I've been drinking. I'm a 30 year old man from Concord and everyone goes to this place, well you don't have to! Go to Fenway Health in Boston. I changed to another medical practice because of all the attitude I got there, take your business someplace else. read more

Since they got the new place the woman I pickup my prescription from us so rude. She rolled her eyes and sighed because she had to reach into a drawer and have me sign for it. read more

I agree with some of the reviews posted here about this practice. I have been a patient at Concord Hillside for more than a decade, but since CH has become Harvard Vanguard and then part of Atrius Health, it has become incredibly frustrating and time consuming to interact with them, as L.L. says in his/her review. Wait times to get in, even if you have an appointment booked long in advance, are growing and recently I waited 20 more minutes in a chilly exam room. Due to the extreme difficulty in getting out-of-network referrals from them, I saw a specialist there, the only one to treat hands/elbows who apparently is only in Concord a day or so a week, and who is in a makeshift office labeled with a temporary sign, "Specialists." This did not instill much confidence in me as a patient. My experience was less than satisfactory. My appointment was over in about 5 minutes after a cursory exam during which no imaging was ordered and a diagnosis of tendinitis was confirmed. The doctor told me that most procedures for my specific problem are not successful and I left feeling as if this visit had not helped me at all. I became my own advocate and called to ask for a PT prescription so I could at least try to help myself. (By the way, this doctor's reviews are not stellar.) I am six weeks into PT, but my painful injury, now four months old, is not improving and my day- to-day activities are limited as the problem is in my right arm. My PT person feels there could be a bone spur on that joint. More than a week ago I made an appointment with an orthopedist outside of the Atrius network because I had not been happy with the specialist I saw at CH, and because this second doctor is highly recommended by patients at my PT facility and gets good reviews online. I immediately submitted an online questionnaire to Atrius Health requesting a referral, which took several minutes to complete, but more than a week later I have not heard a word. I emailed my PCP this week explaining the situation and saying I had submitted a request for a referral, but have not gotten a response. I then called the referrals line and was told someone would call me in 24-48 hours to "discuss" the situation. My new appointment is now only a couple of days away and I intend to keep it, even if I have to pay out of pocket. I have also called the patient concerns number at CH and left a message. I will likely leave Concord Hillside if this referral is not granted, which is too bad as I like my PCP but suspect she is under pressure to prevent patients from going outside the network for consults. This may be profitable for the practice, but it is not good for the patient. read more

Dr Dolan Hand surgeon is the kindest and most amazing doctor. He is very considerate and so helpful. He helped me so much. I couldn't ask for a better experience! I highly recommend him. read more

It was better before Atrius health took over. The Doctors are still great. The people who book appointments and answer the phones are rude and uncaring. If my doctor was not the best doctor I've ever had, I would never put up with reception. read more

I really liked how smooth my medical exam went. First of all, the appointment was pretty quick - I got one within a week. My doctor was Dr. Lei Jiang. I got there about 10 minutes late, and it looked like that was just on time. No extensive paperwork to fill out. He took the time to address any medical concerns I have. The exam itself is quick and painless (even the injections!) But here's the nice part - if you get a blood test, your results are available online within a day if you sign up at atrium health (ask the receptionist for the form). That's quite impressive. Just be sure that you fast for 12 hours before having the blood test. Overall the visit took about 2 hours. Most of it was spent waiting for the blood test. If it weren't for the long wait, I would have given it five stars. read more

Everytime I call there it takes at least 10 minutes of "Your call is important to us ....please hold..." Very frustrating, they need more staff to answer the phones. read more

I'm on a maintenance med & my dose has never changed. I called several times to get my regular prescription until I can get in for lab work which my doc said I don't need but the nurse made an issue of and doc relented & said I should have it. Due to insurance, I can't get blood work until November. They REFUSE to give me my regular quantity & what they ordered will only last until early October. I've been a patient for over 20 years & don't appreciate this treatment over a med I need the rest of my life. read more

I've been going to this practice for the last 20 years. They used to have great, caring doctors and provide wonderful service. Now I am going to be switching doctors because I no longer see the point in coming in. My primary care physician does not tell me anything I do not know and finds ways to overcharge me every time I come in for an annual physical. They sneak in "specialty" office visit charges, lab work charges that I could get for free through my workplace, etc. I call to ask why the charges are there and they say that I must have mentioned a pre-existing condition during my annual physical. What? Really??? Thanks, but no thanks. I'll be going elsewhere. read more

My kids have been patients here for 10 years . As long as the visits are just routine visits , the experiences are okay. A few times when I needed to be seen quickly, I had negative experiences with scheduling, wait time and curt responses primarily with the office staff, so I now take the kids to the CVS minute clinic for fevers and anything minor. Recently, in 2014 , I required urgent care for one of my kids. The visit started on the wrong foot when I started the phone call. I called in about an accident at school and they asked me to call back when I was at school and with my child to make the appointment. I have not experienced this before, so I gather this is routine procedure. I drive from work and reach school pick up my child, talk to the school nurse and then call the doctor's office. About 45 minutes have passed since my first call, I am on hold for 8 minutes unable to reach anyone. At this point rather than wait to be connected since this is a head injury I drive down to the office since the school nurse insists that a couple of stitches would be required, en-route I am finally connected to someone. The nurse on the line at the doctors office says I should have saved myself the trip and waited for the phone to be picked up and discussed how deep the cut was. I was shocked that, even without looking at my child, she would talk to me like that and I calmly went on to tell her that the school nurse insists that my child be looked at. She then proceeds to inform me that no one is looked at without an appointment. I hold my tongue and reprimand myself for trying to take my child here instead of going to an urgent care facility. I tell the nurse that I was outside the office and that I can walk in and have my child looked at . The same nurse, then takes us in to be looked into . After about 5 minutes of conversation on how this accident occurred etc., she printed the procedure for the wrong child and asked my 9 year old if they were 5 years old. I was shocked that a person working at a pediatrics office could not identify a 9 year old . She then tries to excuse her mistake saying oh I wondered how you could be 5 years old.. Honestly I was speechless, I expect more from someone working at a pediatrics office at least to be able to identify the correct age group of a child...The doctor who handled the visit was polite and did his work efficiently. At the end of the visit I was asked to make an appointment after 5-7 days to remove the stitches. I stop by at checkout and talked to the check-out person to make the appointment for the stitch removal and I am asked, well I need to know is it 5 or 7 days? I tell her that I wouldn't know, she tells me she will check the doctor's notes and excuses herself. I am still within ear shot when she asks the doctor "is the patient happy?" I don't know if this was asked out of genuine concern or if it was a snide remark,my experience so far did not give me any happy feelings, so I am less inclined to think that it was out of concern.. the doctor murmurs something in response and they walk away out of my ear shot. She comes back and informs me I can make an appointment for 5 days later. I proceed to make the appointment and I am asked "how many stitches" ? I said I don't know, 5-6 perhaps and then I ask her if the doctors notes didn't have that information? oh - he has not written his notes down yet, so I wouldn't know. If she just finished talking to the doctor about the follow-up visit , wouldn't she bother to ask basic questions required for the follow-up visit? As a weary mom trying to get her child cared for, administrative and support staff's attitude and behavior at a doctor's office should not come in the way of the care the child receives. But time and again I am very disappointed with the support staff of this practice. I have been to CVS minute clinic and to Carewell Urgent Care for urgent visits , I have been pleased with their service. I am sure to discuss this incident with my pediatrician, but I want to help others choose good care for their children. read more

I was a patient there for a couple years when they were in Concord. I think they moved because of the terrible reputation. The final straw for me was my late day physical. 45 minutes in the waiting room, then they sat me in an exam room, told me to undress, closed the door.... and forgot about me. I assumed they were really busy. At 630 I finally got dressed to see the lady at the front desk heading out the door. 30 seconds later and I would have been locked in!!! She told me to call and reschedule, needless to say I never did. read more

My family and I have consistently had excellent care from Concord Hillside, for the last 20 years. The doctors are excellent, the staff is kind and responsive. I was surprised to see the negative reviews. read more

I've always found Concord Hillside to be a terrific place to go. It's a pretty comprehensive healthcare facility and you can get urgent care appointments easily. The pharmacy is great. I've never experienced any of the difficulties reported in some of the other reviews and I've been going there for years. One of the really good things about living in the Concord area! read more

Have always had a good experience here from making appointments, going to flu clinics, getting xrays, having blood drawn. My doc has been wonderful and never has an appointment started late. I am very pleased with the practice. read more

I have found all the doctors in this practice to be kind and caring and thoughtful. Of course they're not always on time. It's a medical practice involving caring for human beings, not robots. The office staff is fine. I have found them to be intelligent and polite. The same goes for the staff in the on site laboratory. The other reviewers seems to reflect the wealthy, entitled snobs that make up the population in the surrounding area. They tend to be insufferable even to sit near in the waiting rooms. read more

I am sorry to hear about the negative experiences people have had at CHP .Our family has been going here for 25 years. Dr,Garabedian is a saint for the issues he has seen our kids through some simple and some have been life threatening.I have always found the staff from the person answering the phone to the medical assistant to be so patient with us.We have lived in different areas of New England but have always felt that the kids have gotten great care here. At times we have had to go in so often one of the kids said you guys are all like family to us..I couldn't help but say "we see these people sometimes more than family ." We still have a few years left until our last one ages out..Great over all care.. read more

I have four children, and have been through many emergencies and ongoing care issues with CHMA. I highly recommend them. They are responsive, try to run on time, and have good urgent care appointments if needed. read more

If I could give this business zero stars and warn everyone to stay away I would. I've been going to this office for years and put up with so much crap (rude secretaries, rude lab people, incompetent doctors with their arrogant attitudes and misdiagnoses) I can't even believe it. I should have left long long ago but I kept thinking it would be just as bad everywhere. Even after they misdiagnosed my cancer I kept going to them because I give everyone the benefit of the doubt and considered it a mistake that hopefully they would learn from and not make again. But recently they have been so bad that I need to find care elsewhere. If you never get sick this practice might work for you but otherwise run the other direction fast. The last straw just happened - I just called for an appointment for my sick child and was put on hold for over 40 minutes before I had to quit. Try doing that with a sick child. Now I will need to take him to the emergency room because I cannot get someone to even talk to me at this office. Good luck with this office getting an appointment if you need urgent care. read more

Although I love my doctor (Gomez) and have been going this practice for 30+ years, I am leaving because the folks who answer the phone are consistently rude and unhelpful. I call or go in less than once per year, yet feel like I can barely access my doctor because of such negative customer service experiences. read more

I was sorry to read the experience of the woman's daughter who received stitches, but wanted to say that we just had the opposite experience. Our kids have been going here for the past 4 years and all of the doctors are fantastic. The office staff, particularly Tara, know the kids and treat us like family. My son who is 4, just had a bad fall that looked like it needed stitches for a deep cut on his head. They immediately said to bring him in, Tara checked in immediately and told us the doctor would be right with us. The doctor, who I haven't seen before,but was also great said it did need stitches but she could do them. She talked to him throughout telling him he was stronger than his dad or her and he didn't cry through 4 shots in his head and 4 stitches. My son hasn't complained of pain since and It certainly didn't appear traumatic as I remembered these visits were when I was a child. We are so grateful for the amazing care we received and can't recommend this practice highly enough. read more