Denies service for disabled patient. Because the insurance was with different company even though it show active. And Waited 45 minutes so they could work out the situation. This is so unprofessional need to reevaluated their system. read more

Very dissapointed in the receptionist who answer the phone when they open,use a recording all receptionist are busy helping other callers,at 8:30 am then you wait 15-20minutes before they do answer if your lucky. My chart doesn't know you,can't be verified,customer service does not return your call or answer your email.who is the CEO? Nurse's don't call you back My chart is an excuse for lack of care for receptionist who don't answer the phone leave the answer machine on if they feel like talking to you you have to wait until their ready to.I ask the CEO of this place to call at 8:30 see how long you wait? I went Thursday for my appointment had an xray they found something,a nurse was suppose to call me back,never did,I tried my chart 4 times can't be verified,I called customer service twice,never got a return call,sent an e-mail never got an answer back. This place needs to be investigated if you care do you? read more

At the moment I am not very happy with Riverbend. I love my doctor and the staff that work with him however, something is seriously wrong with the phone system and my chart. I was suppose to have a follow up lab appointment this month, my chart says the order is in place with the lab but when I went last week and waited in line at the lab, there was nothing scheduled. When I got back home on 11-13 I used my chart to message them to find out why, I would have went to the office right then but had to be somewhere else. It says "response within 48 hours...." here it is one week later and still no response. I called on Friday the 15th and was on hold for 40 minutes before I hung up, (yes, crazy but I was doing other things while on hold) I thought something has to be wrong with their phones. I did however try back , twice, and was on hold for 20 minutes each. I just tried now again, and was on hold for 18 minutes before I hung up. Since I will be in the area (its a 40 minute drive for me) I will physically stop at the office. The really sad thing is I just switched my insurance carrier when I was notified that they Riverbend would no longer be part of my plan, and having several tests set up for next year I didn't want to go through all that rescheduling with someone new. I'm seriously thinking that was a big mistake, I should have stayed with my old carrier and found another doctors office. I like that I can do everything there, but if no one ever answers the phone.....what good is it? read more

The idiot PA said it looked like I had kidney or liver disease, by just LOOKING AT ME. I got some tests done, they were somewhat abnormal, but I didn't take her ignorance for real, I went to a reputable provider, took the required tests AGAIN and everything was, and is fine. All around terrible, they make all their money by making welfare patients have multiple, unnecessary appointments. Avoid at all costs, you are better off fending for yourself and hoping for the best, because their 'providers' will misdiagnose you just to get the masshealth cash. read more

I requested an apple with my pcp and the nurse called me saying she was not going to schedule me an appointment. I've never had a provider deny services and it sho be illegal. read more

ZERO STARS , not only is it impossible to get an appointment you have to wait on the phone for over 30 minutes to talk to someone in a call center. They also don't bill your insurance correctly and won't try and fix it so they make you pay out of pocket. I went in for a physical and 6 months later I'm getting a $400 bill !!!! Apon meeting my new primary care who knew I haven't had on in over 10 years scolded me for it, sorry for having 5 jobs to pay the bills, she had set me up with another appointment about a month later in which the night before I get a call stating that due to a scheduling conflict my appointment was canceled and I would have to call into the primary line to get another appointment!!!! So I did and after 45 minutes I was kicked off went to work with out dinner because I only had 30 minutes at home before I had to leave, this was the same for the next 2 days. It seems to me that they would rather have you 6 feet under than hold themselves to the hippocratic oath!! read more

It's disappointing that this OBGYN office does not care more about patient scheduling. I have been rescheduled 3 times since May for my yearly visit. It's unfortunate because I really like Dr Epsteiner, I actually followed her from her last office. I have had to find a new doctor at the previous office she worked in. I have worked in healthcare for 30 years and have never experienced such dysfunction in a practice. I feel bad for their scheduling people. read more

Horrible place. They give me such a hard time to get an appointment this place is so unorganized and hf the staff is rudeeeeeee. The nurses think they are doctors. someone needs to chick these nurses before something happened and they sue the clinic. I called fir an ER after visit and to get more medication for my son for nausea and the nurse told me not give him that medication that makes his worse a d to just let him thrown up and get it all out his system. My son is 2 years old he started throwing up after the medication was done and she refused to give me an appointment. This clinic needs ti get sued. Even when i have called for myself they give me a hardddddd time ti get seen. Horrible place. read more

Eversince the changeover its been IMPOSSIBLE to get seen. When My appt finally came they sent me to spfld bcuz chic had no openings. I sat in the waitg room 45 min before they told me they were running a half hr behind. So i had to leave as it was time to get my son from preschool. I made another appt in chic, and when i went she said it was for another day and they couldnt squeeze me in! Im s read more

Horrible system to transfer medical records. They wont release them until $23 paid in advance. And they dont tell you this. Waited weeks till contacted by sharecare. They received their extortion money and we got my records. Trinity did a job on this place. read more

I got to Chicopee Riverbend at 4:32 I had to pay somebody to get a ride there to pick up a prescription there was a bouncer at the door that said she was there to enforce their policy online it said they're open till 5:00 p.m. I got there at 4:32 because I was helping a friend put a battery in his car I had to pay for a ride and for being 2 minutes past was posted on their door not website they made me have to get a ride again tomorrow just to pick up a prescription I wish I was not a member of Riverbend or Trinity healthcare or whatever the they call themselves these days that is really bull especially when I told her I had to pay to get a ride there cuz I do not have a driver's license. read more

Gone to hell since Trinity took over. Tried to get an appointment on my chart to get an x-ray of my knee that has been sore for days. Got a call back from a nurse saying that the only time I could be seen is four weeks from now. I explained I only wanted an x-ray but was told not without an appointment..... so basically go suffer for 4 weeks and don't bother us till then. Wish I could give less than 1 star !!!!! read more

Beginning of my senior year of high school, I had to get health forms completed by Dr. Lydia Sarro or her nurse Patty to participate in my CNA clinical w/HCC. I gave them a MONTH to complete and they LOST ALL PAPERS they received TWICE! I ended up getting the required paperwork from them two weeks late from the deadline. I graduated and now need my college undergraduate health forms done. I called June 23rd @9AM and was told it was "DONE, but NOT READY for pickup, so call back tomorrow." This is ridiculous. I called again and asked if my papers were done. Unsurprisingly, they're still not ready to be picked up. My family is moving by June 25th @8AM so we can't pick it up except today. I even went to their office to ask why my papers aren't ready for pickup, but Patty gives attitude telling me to "wait patiently until we call back later TODAY." I waited patiently until 5PM for a call back, never received one. I understand if a doctor/nurse is busy, but they didn't have to lie about my college health forms being done. I would be understanding if they told me the truth and need more time. My deadline for these papers are in 7 business days (10 normal days). This is the Riverbend Chicopee office. So disappointed in most of the staff. read more

These facilities have gone down hill since changing to Trinity. No one answers the phones, no one can answer your questions about anything, they don't try and help to fully answer your questions, etc. it's unfortunate, because the Dr. I've had over the years is amazing, but their "support staff" is bad. read more

the least they could do was have their fax number and info readily available at a glance. When you call for info, all you get is a machine...a human would be nice!" read more

Just left Riverbend Medical Chicopee Pediatrics, my children were patients there for several years. Pros: They do have emergency services hours which can be helpful. Cons: There are some staff there that are fantastic ( love the PAs) however there are some very rude staff there as well. Health Care should be taken with the "do no harm" approach. When you are condescending or treat patients like they are inferior it breaks trust as well as delivers terriable health care. In addition, talking about patients and whispering is not appropriate when it dose not apply to their health care. It is office gossip. The wait time is usually pretty crazy, even with an appointment. Your time as a patient is not valued. Bottom line, if you have another choice for pediatric health care I would make it. You will save some fustration and overall bad care. read more

It makes me very sad to have have to post a bad review of a place where I have occasionally had good experiences (mainly with PA's), but in recent years it has become impossible to make an appointment or to have my needed prescriptions refilled, and I don't want anyone else to have to go through what apparently so many of us have. This past April I tried to make an appointment to see my primary, but she was unavailable to see me until the following year. So I chose to make an appointment with anyone available, and was able to get one with a PA in October. After waiting six months, Riverbend contacted me only a few days before my appointment was scheduled to tell me they were canceling it, because that doctor had left their practice. I asked if I could see someone else instead, and was told that the next available appointment was in April of 2023. Since I had to have a prescription refilled (for a condition I have had for over 20 years), I tried to do this through my MyCare portal instead, and was told I could not get the prescription refilled because I had not had an appointment in so long (!!). When I wrote back to the nurse who had denied my request for a refill explaining that I had been trying most of the year to get an appointment with anyone at all, I received no response. I've made the decision to shift to another practice, despite the hassles, because it has become so painfully clear that my well-being as a patient is not a priority at Riverbend. read more

I. HATE. THIS. PLACE. I was going here since I was a baby until I aged out of pediatrics. My doctor was the absolute worst, she berated me with hour+ long lectures (trust me I've timed it) about my weight and other issues, but wouldn't give the reason I actually came in for the time of day. She wanted to change my working medications because they sometimes cause a side effect of weight gain, all in the hopes I'd drop a few pounds. Well, thanks lady, you were such crap to me about it I developed an eating disorder and am now avoiding doctors at all costs. Aside from my crap doctor, I have a terrible phobia of needles, AND GUESS WHERE THAT CAME FROM! Yup. Here at Riverbend in Chicopee. I have full blow panic attacks at the sight of needles and refuse to get blood work done unless absolutely necessary. The ladies who do the blood work are very rude and impatient with me. Most times I leave having not managed to do the blood work because the ladies gave up on me. Sorry, can't just make the phobia go away because it inconveniences you. read more

I feel horrible for the people who have reviewed Riverbend Medical Group at Chicopee (sounds like it's mostly Peds/OBGYN that have negative reviews). I, however, am lucky enough to have been referred to easily the best GI practitioner, even the best provider, that I've ever seen: PA Michael McDonald. -Pre-appointment: reminder calls, all my records electronically accessible, no need to fill out new paperwork. Wait time in lobby minimal (~10 minutes); didn't like that there was no "sick" waiting area, lots of people coughing and sneezing. -Appointment: MA/nurse was very polite and efficient. PA McDonald listened to all of my concerns, did a physical exam, discussed potential tests with me, and ordered them. He really took his time listening to me, and I felt like he actually understood the problem and wanted to work with me toward a solution. (Big change of pace from other Riverbend providers). -Post-appointment: received results in a fairly efficient manner through MyChart. Spoke with PA McDonald in a follow-up call. A new test was ordered and I was called right away to schedule it. Communication has been consistently prompt and thorough. In addition to seeing their GI department, I've also gone to the Chicopee location for a CT scan, and have had dealings with their medical record departments. For the CT scan, I barely had to wait to be taken back (note, it helps to arrive at the time they tell you to, mine was an hour before my exam). The CT tech who placed my IV was unfortunately, not well trained, I'd guess. He ended up having significant blood backsplash into the IV (from poking through my vein) and made a bloody mess all over my arm. He was very polite, apologized, and was very courteous otherwise. The scan itself was quickly over, and the techs even had something ready for me to eat and drink after the exam, since I was fasting beforehand. Top notch! I received the results rather quickly via MyChart. If you know of anyone needing to see a gastroenterologist, I can strongly recommend PA Michael McDonald at the Chicopee location. The convenience of having the radiology department on site is nice, too. read more

I took my son to Riverbend's walk in clinic at 11 am. We were told they had used up all their available slots for the morning. They told us to return at 1 pm and would most likely be seen that afternoon. We returned at 1 pm only to be told the clinic was closed that afternoon. I later found out the provider had a previous engagement, like a conference or something. Obviously they planned this well in advance. Apparently someone didn't see fit to inform the receptionists. The patients are of little consequence to these people. You're sick? Too bad! We have better things to do. Come back when it's convenient for us. read more

My son was formerly a patient at the Westfield office for years and we never had any problems. Staff and doctors were great. We recently transferred to the Chicopee office and have had problems getting med refills. First they said we had to be seen before they refilled his thyroid medicine even though he was a transfer patient. They got him in about a week later. He had been off his meds for a week plus already. They called in one month of meds because they said they needed a follow up appointment. They couldn't make the appointment at that time as it would be to far out in their calendar. When his meds ran out, I called for refill as they only gave a month and made appointment for his follow up physical. When I went to get his next refill, again I find nothing available. So I called office yesterday morning. This morning still nothing at the pharmacy. So I called again and was told that the Doctors are backed up and they would resubmit it. Getting out of this practice ASAP which is a shame as his PA is awesome, but apparently they have far to many patients to give even ok service to. read more

I have the worst UTI, late on this Saturday afternoon. The folks at Riverbend Chicopee can't get me in for a visit. I explained how much pain and discomfort I was in.They don't care.. I explained I had a UTI in August. Would it be possible to give me enough pills until they can get me in. Those of us that have bad UTI's can't wait hours never mind days to be treated. I was told to go to the {over crowed} Hospital,or to a urgent care unit. I explained urgent care cost 50 dollars on my insurance. After a few calls I asked if they could pass this by a Doctor on duty. Doctor's reply "sorry we must see you first" In this world of doctors who over prescribing pain medicine I get refused for a simply non narcotic pill. Went to the walk in and received my medication. Out 50 dollars. read more

Riverbend Medical Group in Springfield is the worst medical facility I have ever had to deal with. It begins with the unprofessional and rude receptionists (not the sharpest). More importantly, I had a doctor that was all smiles and no substance. She was not at all accessible. My recommendation is that If you know what's good for you, you'll stay away. read more

Riverbend in Westfield was not very pleasant to deal with I was going through something that was very emotional and heartbreaking and no one seemed to care ! I had to keep calling to get test results never saw the same doctor and no one seemed to know who I was or what was going on every time I called until I explained it . I was not happy with the way I was treated here read more

I'm giving this one star because of the obgyn/midwives care I have received. I've had my nurses visit rescheduled 5 times. They tried for a 6 today. I originally am suppose to go to the westfield office but they don't have a nurse for the nurses visit. First they were going to send me to Agawam. Then chicopee. Every time it gets close to my appointment, they reschedule it. At this rate, I'll be close to delivering before I ever receive the ob care I need. To top it off, I had some slight spotting. Couldn't get ahold of my midwife because I don't know how to get to the emergency line. After being reassured by an e.r. doctor and told to contact my midwife, I got brushed off. They told me unless I was bleeding so heavily that I was going through pads within an hour, to not call. That's not how you handle patients and that's not how you handle someone who has severe anxiety. I'm almost done with my first trimester and still am waiting to be seen. Basically, go somewhere else for better prenatal care. Dr. Cahill at Valley Womens health group in Baystate is fantastic. I will say that chicopee does have a fantastic surgical department. The doctor I saw not only diagnosed the problem I had on my leg, but another problem that Riverbend in Westfield had ignored. She was fantastic and had great bedside manner. If only all of Riverbend could be like that. read more

We've been coming here for years. Myself, my wife and all of our kids. Staff is friendly and helpful. Nice layout makes it easy to navigate the campus. You typically won't experience that lengthy office wait like at many facilities as the whole place runs pretty smoothly. Labs on site with immediate referrals makes those blood tests a breeze. Highly recommend. read more

The doctors are very good. It's nice that they have after hour care on the weekend if you are a patient. But the office staff are very rude and don't show any sort of concern for patients. Almost all of the office staff that I have come in contact with have a nasty attitude. Will be leaving the practice due to this. read more

I don't usually go to RiverBend even though my PCP is through them since they have always been awful but I was forced to deal with them due to a recent injury. I had a young PA-C that had zero interest in my concern (I felt the X-ray done in the ER had missed something and wanted a CT scan). I was spoken to dismissively and never got the CT. She is much too new to the game to show such patient apathy. read more

I have nothing but good things to say about Riverbend. Prompt and courteous service, a one stop place for most issues. I highly recommend them. read more

This business is a little bit of a circus from top to bottom. It's a shame, because I really did like the obgyn midwife I saw there. The doctor they employ ended his practice and did not tell any of his patients, and they did not have access to any of his medical records. Not to worry, they are "safe in his computer". After chasing an Rx refill and a few more unsuccesful hours of wasted effort I was able to see someone there. They booked and billed it so my insurance wouldn't cover it without my knowledge or proper conversation, and never called back on labwork (not sure it was even sent out, but paid for.) Bringing all of this to the medical director provided only a condescending explanation that I had to call back 3x for (the patient services Leslie is very nice). Overall and without exaggeration, this practice has wasted around 12 hours /18+ calls/ 6+ annoying compounding incidences. What a joke! read more

My wife was just told by patient services that she would continue with her current doctor after the reason for her call was that she was uncomfortable with him and wanted a change in doctors. I don't think so! ... Thank You patient services... read more

I was referred to Dr. Mullen by a close friend after my daughter was born, first few check ups went fine until I received a bill in the mail which to my surprise was not covered by my insurance. After speaking to several Riverbend employees we found out that our very first wellness check was coded incorrectly as a "SICK" visit. Once this was discovered and I called to have this issue resolved, everyone's attitudes began to change. We spoke to Dr. Mullen directly who stated not that she "couldn't correct her notes that she WOULD NOT correct her notes." We sent an appeal letter to the head of the department who immediately denied our appeal and sent us an additional bill for being late on the initial statement, which was the pediatrician's mistake. That's correct we had to pay for a mistake made by the pediatrician who refused to help fix this. I will tell anyone who will listen my experience and Riverbend will never see my return business. Congratulations on your first one star review Dr. Mullen. read more

Just like most doctors offices I think the same about this one. But this one is by far is the worst on my list. Everyone I talk to has the same opinion as me. It seems that too many doctors these days get away with dealing people a load of bulsh** and that's exactly what happened to my family member. I still to this day blame this medical group for her passing and I wish we had found a different doctor sooner. Avoid at all costs, do yourself a favor and drive to boston area where you'll find the best paid doctors in the state. There's a reason they're paid so well, because they know their practice. read more

This place is absolutely ridiculous. Every time I call, I get an attitude from the receptionists and nurses. On top of that, they book you to see your doctor 3 months out unless you call back AT LEAST 3 times and beg them to see you sooner. If you have pain, forget it. They treat you like a drug addict. Getting prescriptions refilled is like pulling teeth. The doctors do not empathize or even listen to you. Every time I go there I am interrupted the entire time. After waiting an hour to see my doctor, I am shooed away in 15 minutes with no answers or solutions. They would prefer for their patients to search the streets, self medicate, or worse - commit suicide - rather than treat them for pain. (I literally told him that if I have to live this way, I don't want to live....and he recommended that I find a new doctor). One nurse told me I need to "hang in there" until the surgeon calls me. I can't believe I've been going to this place since I was born....before it was ever called "Riverbend." This place has truly gone down the drain. read more

Even though your insurance pays for the visit they will only discuss one problem with you, they make you make multiple visits to discuss each thing. For instance, if you have a cold and a pain in your foot, you have to make separate appointments to discuss them with your primary, they won't let you discuss both at one visit. They also do not fill out forms in an understandable amount of time. I was hurt on the job and workmans comp needed them to fill out paperwork and ofcourse they gave a deadline to send them in....I called every couplee of days and everyday when time was running up....they never got me the paperwork in time for the deadline, it took them two months to fill it out and my workmans comp was denied specifically because they never recieved the paperwork from my doctors. They continuously do not fill out paperwork and cause a great deal of distress in my life. They are very unprofessional and even when I was working injured with restrictions, my job asked them to update my restrictions and they purposely put me back to full duty while still injured because "she is just trying to stay out of work" as two of their nurses said, despite the fact that I was working. They're horrible people and now I have to go back to work and get even more injured since my physical therapist just ordered more therapy for me because i'm still greatly injured. I am going to end up in hospital and and even more badly injured. They need to be brought up on charges, this is completely criminal. read more

Very dissatisfied with all river bend locations with the exception of Dr. Gibbs in Agawam. The referral department is the absolute worst I have ever been involved with. Consistently being passed from doctor to doctor to specialist with no concern for the patient. repeatedly being asked the same questions over and over and having to start fresh with a new p.a. or doctor each and every time is unacceptable. We asked to have a referral outside of the network and instead of someone actually doing their job correctly, they sent the referral back in house.We were told that they couldn't make the referral due to not having the name and address of specialist doctor. Day prior to this conversation receptionist had outside network fax number to send it over, including address and phone number given by the patient. Instead of calling the patient back to inform them that the referral had not made been made, we revived a call back from another riverbed location to let us know that the referral had been made in house to keep the business at Riverbed. It's really a sad state of affairs when someone who is pain and just wants to get a referral to wait another 30 days to get an appointment with a specialist has to go through all of this bureaucratic b.s. just to make an initial appointment. The left hand has no clue what the right hand is doing. I would not only stress folks to find another option for a practitioner organization, but I am considering making a formal compliant towards the office manager who decided it was a good decision to become rude and combative with us after they were the ones who made multiple mistakes due to their incompetence. When did we stop holding people accountable for their job responsibilities?. I would have already lost my job if I performed half as poorly at my job as these people do on a daily basis. Good luck as you might need it with these folks. read more

If I could I'd give this place ZERO stars! I have seen many doctors here in the hopes of finding one that actually cared or listened but I have not found any at all. These people are unprofessional, lazy, inexperienced and rude. My last primary care doctor was so unprofessional that she used profanity when talking to me! My doctors wouldn't do necessary tests, they actually told me that it is too expensive for them so apparently making money is more important than my health? They seem to hire A LOT of inexperienced fresh out of school doctors and PA's. If you try to make an appointment than don't expect to see your real doctor. They will automatically schedule you to see a PA unless you specifically request to see your actual doctor. Also, they wont even schedule you at all unless a nurse thinks your medical concern warrants a doctors visit based on a phone call even if the nurse has no idea who you are and has never even met you. I have had so many bad experiences here that I cant even list them all. You dont have to take my word for it but I promise if you do than you will be saving yourself a lot of stress and pain and avoiding this place at all costs could possibly save your life! read more