There are two sides of UMass University Campus. The best part is the hospital itself, the worst by…read morefar is the ER and event that is divided. Here is what I mean. The doctors and especially the nurses I have dealt with through several surgeries and illnesses have been top notch and caring. No complaints and I have total trust in them especially in cardiology, neurology, vascular and diabetes care. They get five stars. The care in the ER, again especially from the nurses, is exceptional. Friendly and caring. They too get five stars. The problem is that when you need emergency care you first need to get triaged, this is what is so destructive to the UMass reputation. The people who staff the emergency check in are easily flustered and if you approach to ask why you have been sitting in the waiting room for 12 hours (my longest wait was 14 hours) they can be a bit cold, bordering on rude. You can get to triage without too much of a problem, just depends on how many people are in front of you. But the check in lacks a certain level of basic competence. I went to the ER with a stroke. The check in person had me sit with everyone else in the waiting room. After about 15-20 minutes a nurse came out to get me and realized I was having a stroke, from That point on they were awesome. Tonight I came here with a history of blood clots and apparently more were developing. I arrived here at 9pm. Quickly got into triage and again had two great nurses. I was told that because of my history of stroke and heart failure I would be put onto a priority list. It is now 5:00am and not a peep from anyone. The waiting room is almost empty. The person at check in was MIA. The security guards could not have been any more rude. In a nasty tone they told me to just wait for the nurse. They will not even look me in the eye, they look past you. This is the most unprofessional setting and 180 degrees from the rest of the facility. By the way, they came through to clean the waiting room once, they waited so long to clean that there was blood on the floor, bloody gauze, trash... it is just disgusting. Clearly the leadership team doesn't read any of the reviews here nor do they actually spend time in the ER, if they did they might just do something about it. No one is holding the leadership of the ER accountable, that is the problem. I have been a senior leader in HR for many years, I can fix this problem within weeks and start to change the culture and attitude of this ER operation. Follow up at 8:00am - I am finally in a room in the ER and it is 180 degrees from the experience of the check in and waiting area. Excellent doctors and nurses. Very caring and very nice to be around. So odd!

My mother was rushed in by ambulance at 6pm with heart attack symptoms. They leave her sitting in…read morethe ER lobby. She can't walk on her own because of a previous stroke. At 6am I devide to ask how many before her, and they say 6 people before her and that the wait is around 22 hours. Which sounds insane, but we stay because heart attack potential. AT 26 HOURS of waiting in the ER lobby I decide to go ask (we must be close, right?). They then tell me at the counter they never give out wait times. I explained the whole situation, and they then begin to lie to me and she says "I have been here all night and I haven't seen you guys." Mind she, my mother has been registered and sitting in the waiting room for 26 hours. This place is a joke, and is very untrustworthy

Horrific patient care. Third missed CANCER dx. with three…read moredifferent family members They lost a DNA sample provided for breast cancer typing and claim they have no record of it happening. WE HAVE PHOTOS OF IT !!! The incompetence is shocking!!!

I am getting treatment for breast cancer cancer and the oncology nurses are so wonderful!! Thank…read moreyou for caring!!!

Vision will not honor the discount program they are listed for. Suck you in to order glasses but…read morethen informs they don't honor the discount program

I received a mystery bill of $426.17 for services performed at St. Vincent's hospital by a Reliant…read moredoctor. there was literally nothing explaining what this payment was for. It indicated that it was for a surgical procedure. But I never had surgery. If this procedure were performed at my local Reliant office, I would not have a $250.00 co-pay. AND THIS WAS NEVER EXPLAINED TO ME BEFORE THE VISIT. Otherwise, the visit would have been covered by my insurance. Or at least be much less than the $426 I was billed. I called to get more information and to ask for assistance as with winter being here, $426 could purchase nearly 100 gallons of heating oil. No such luck. I was forced into maxing out my card in order to pay $375 of the $426 I owed. Even though this means that I won't be able to adequately heat my home this season. They happily took what I have left in my account leaving $2.77 and offered nothing but to extend the payment period. If I don't have the money now, I won't have it later either. Now I need to call my oil supplier and have them stop automatic delivery as I have no way to pay for it. I think it ironic that a hospital named after a Christian saint is more interested in bill collection than those who must choose between a life necessity and keeping bill collectors at bay. I wonder if the hospital would allow me to sleep in their atrium.

the doctors are wonderful. and the i truely have only amazing things to say about they lab. the lab…read morestaff is wonderful. my son is terrified of getting needles , shots, blood taken, and they were AMAZING with him. super quick and no tears. and the results always come back SO much faster than anywhere else I've gone before. HOWEVER. trying to call in, is IMPOSSIBLE. i have been calling since 10am this morning and it is now 220pm. There has been NO ANSWER to book appointments ALL DAY. This seems to be the baseline lately whenever calling to book an appt. .. I have instead tried to call and connect with the department i was making an appointment with, and after getting someone to answer the call there, i was transferredand REPEATEDLY disconnect. ITS A NIGHTMARE.

they make you sign up as a new patient first and you have to wait 24-48 hours to see when their…read morenext available appointment is...thats a fucking joke any other doctor office when you call they will tell you a date for the next open appt. This right here is unacceptable

When I finally got into an exam room, the experience was fine. I made an appointment at 8 AM for…read more10:40 AM the same day. I arrived at 10:20 and DID NOT get into an exam room until 11:55. The wait was ridiculous for someone with an appointment and I understand things happen but that really sucked. Was out of the appointment in about 30 minutes, but the wait of over 90 minutes to get in really soured me on the whole experience.

The sign on your wall says "payments self-pay, co-pay, & deductible are due at time of service" so…read morecan someone explain to me why I had to give my card number and am being told I'll know how much I have to pay in about a week? And my account will be charged regardless of amount automatically?? I've never heard of this in my entire life and I've sought care in multiple different states, at multiple different facilities throughout my lifetime. So I'm just supposed to deal with an X amount coming out of my account at any given time and I have no say in it?? We all know these visits are incredibly expensive, but welcome to the American healthcare system. What a literal joke.

I never thought that another Hospice Care Center could ever come close to Rose Monahan Hospice Care…read morewhere my father was taken care of the last days of his life. This center was almost as good. The care my mother got here for the last week of her life was amazing. They not only took care of her but they took care of us. We were there from sunup to sundown and once over night and they always brought refreshments, food and comfort. Thank you to all the people who work there that showed her respect, comfort, a warm hand on her arm, a smile, encouragement, a hug, a tear and privacy when it was over. I cannot say enough..

I've been going to Umass for about 5 years now because it's where I had my weight loss surgery. The…read moreoverall general experience that I've had has always been good. The only reason I'm giving 4 stars and not 5 is because the only improvement that I'd suggest to them is work on their ER wait time.

I want to let anyone reading this know. If you are at all within driving distance of Tufts Medical…read moreCenter Do Not go to Umass for a transplant of any kind. The place does not know much about the rules around transplantation and they leave a lot to be desired in many other areas. many of the MD's I had to deal with were not communicative and condescending. Go to BOSTON!!!!

Horrible experience With signage…read moreWith people answering their phone s With office manager, after I called from wrong UMass building that I went to. My bad. Waited 6 months for an appointment. Any one else have this problem?

All went very smoothly with my kids surgery today! The care my girl received today! From the front…read moredesk check in to all the nurses and the dr were so very nice, sympathetic and very informative in explaining everything to us. Home now and resting. You are all appreciated

Absolutely amazing team of women I had the pleasure of working with today. Everyone from check in…read moreto the nurses aide to the nurse was wonderful. I will not hesitate to come back in the future

This was the most efficient medical appointment I've ever had. Short wait time and the wellness…read moreexam was so fast. All staff were nice and helpful. Rooms were clean, and parking was convenient. Pleasant experience overall.

The quality of service I have received at Reliant was excellent. I like having all the resources in…read moreone place

I've been bringing my son here for his pediatrician appts. The front desk and medical staff are…read morepleasant, prompt, and helpful. We always feel like we're given the chance to ask all our questions and get them fully answered (much appreciated as a FTM). They also offer a physical handout summarizing the appointment at the end.