Brigham and Women's Health Care Center, Westwood - Westwood, Massachusetts

Swapnalee S.

This is the worst scheduling service I have ever experienced. First, it’s extremely difficult to get an appointment for an annual check-up with my PCP—they insist on booking it as a follow-up appointment instead. What’s even more frustrating is that they switched my appointment from my PCP to a nurse practitioner without notifying me. I only discovered the change when I checked the appointment details on the patient portal after receiving a reminder. There was a message stating that they couldn’t contact me to inform me of the change, but I never received any communication attempts. This has happened twice.

When I canceled the appointment with the nurse practitioner and tried to reschedule with my doctor, I was told the next available appointment wouldn’t be until next year. However, if I booked it as a follow-up, I could get in within 2-3 months. This system is confusing, frustrating, and unacceptable for patients trying to access routine care.

Bobbie F.

I have always had a positive experience when I have gone to BW Westwood in the 3 years I have been a patient there. The doctors, nurses and staff are dedicated. They are kind, courteous, respectful and compassionate individuals who listen to their patients and have always given me the best care.

Nancy A.

I’ve been a patient here since 2019 and have been happy with the doctors’ expertise and level of care. But I’ve now had several bad experiences with communication and scheduling over the past several months, so it seems there’s a larger issue with management. Last Fall, my yearly physical was canceled not once but twice, and the best they could do was schedule me for June. Also, specialists don't reply to my messages for over a week. The last time I was there, I waited over half an hour for my scheduled appointment, and the nurse I saw seemed distracted and ill informed. The clerk at the front desk was rude to me when he had trouble hearing me with my mask on. I know health care workers work exceedingly hard with much dedication, and under difficult conditions with a broken health care and insurance system, but it appears the overarching problem in Westwood is with management. I also don’t like to complain about health care on Google; it doesn’t appear anyone at MGB is even reading these reviews, but they also don’t offer a means to give feedback. Compared to other MGB clinics like the one in Foxborough or Boston, this branch in Westwood is offering poor service. If you can, get a PCP elsewhere.

Dream

I come to this hospital quite frequently. The reason I come here is for simple testing. I write here so others may be wary of the bad practices going on here. My Physician at the time saw fit to berate me for coming in too frequently for testing. She also told me that I was wasting hospital resources and stopping others from receiving care. Out of the 2 years of testing I've seen her maybe less than five times. They put in an order from over the phone and I go get my testing that takes maybe 10 minutes... but "I'm stopping others from receiving care". If you've been here then you know the foot traffic here isn't much, if anything at all. There is almost zero wait time to get into the lab. After berating me she told me that the other nurses and personnel were "gossiping" about me, and wondering why I am coming in to receive testing so frequently. I didn't take kindly to that and told her that wasn't information I needed to know and reminded her that she was being unprofessional, I was then told that I probably should request another doctor. Easily the most unprofessional physician I've ever met in my life. I even had to report her, but of course they sided with her. Lucky that I didn't have the time to pursue this incident, I am sure violations took place. I go here simply because the hospital is close, but wow, terrible experience.

Raquel W.

Service is terrible and medical staff doesn’t seem to care about patients. I’ve had an ongoing medical issue, and every single time I’ve visited urgent care, they minimize my symptoms. I reached out to them through the patient gateway on July 23 asking for further evaluation because my symptoms have gotten worse. The Physician Assistant I last saw and one of the RNd told me to make an appointment with my primary care physician. When I tried to make that appointment, the staff said that my primary care physician isn’t available in-person until August 15. Her only available appointment is a virtual one on July 30, and I am not permitted to book both appointments. I could be dead by the time her in-person appointment comes around but they couldn’t care less. One of the nurse’s followed up to my message telling me to go to the emergency room when all this office had to do was give me an appointment and order the blood work and MRI they’ve REFUSED to order although one of the PAs told me that if my symptoms persisted, to come back and that would be the next step.

Do NOT go here for medical care. They are TERRIBLE.

Larry L.

This place is the worst. the nurses and doctors would QUESTION you, rather than caring for you. The nurse talks bad about the patients in the hallway. The sessions with doctor R. W were like interrogations. Really bad attitude. It is just a really bad facility all around. I‘d suggest for ANYONE who's looking for a primary care doctor to avoid this place. mark my words, please. Just trying to spread the word so at least someone would see this message, and avoid any bad experiences when feeling bad.

Leesa V.

Not surprised this location only gets 2.5 stars. Beware of KIM at the front desk of this location, a middle-age/older lady with brown hair and disgusting attitude. A family member and I went in there recently and were not correctly checked in. Because we were proactive, we asked for an update after waiting for about 20-30 minutes after the appointment time. That's when the person who checked us in, Lauren, told us the x-ray department actually did not even have our name on their list. This is because Lauren did not provide this to them, even though she said we were all checked in. That's okay, mistakes happen. It's a good thing we checked, because otherwise we would have waited needlessly and who knows for how long. Kim walked over while Lauren and I were talking and gave us attitude for no reason, just for expressing our frustration in getting misinformed. She denied they did anything wrong, without even taking the time to look into the situation. She threatened to get security involved and when I spoke to the security person, he flat out said he had no reason to be called and that Kim took a non-situation way too far. He apologized for the situation, even though he was such a gentleman. Kim is not fit to deal with the public and even Patient Relations apologized on her behalf for embarrassing the practice. The location itself is poorly organized and the Code of Conduct needs to be read out loud to Kim.

Even though Lauren messed up the check-in, we had no real issues with her. It was only Kim. Also, I should also mention April the x-ray tech was a very big gossip and was trying to pander to different people in the situation depending on how it benefited her. April was the one who raised the red flag in the first place by telling us the front desk lied to us about the reason for the delay, but then she pretended not to be involved. Very two-faced, but an accurate reflection of our experience at the Westwood location.

Giomer A.

Pre-natal care has been really bad. I called many times and it was always hard to get through to get appointments. The bills are very EXPENSIVE ($4779 ultrasound). The nurses didn’t give me follow up appointments which puts my baby and my health at risks at not being able to continue my pre-natal care. There are some staff that is rude and not helpful.
I asked for help with appointments since I wasn’t getting anyone. The message I got from Brigham was that the was not schedule available until November and this is after my baby's due date.
I don’t know how they called themselves a health care center.
When talking to the doctor and telling her what I was experiencing, she said that’s not possible, like my experience doesn’t count. When asking about the delivery, they were very vague. One of the doctors I had prescribed things very carelessly, I got a massive headache for 7 days taking all the things she had prescribed, I decided to stop taking them and the headache went away the same day. The pre-natal classes have to be paid and they never have availability.