Fenway Health

Update from 1-​star review below: Sandra from client services reached out to locate the form I originally brought in in early November – apparently it was scanned into my record in late January (definitely a bit of a lag). Also, my immunizations have miraculously appeared. I appreciate that she did reach out to follow up on the issue and clarify any lingering questions. The online patient portal is not as intuitive or well-​maintained as others I’ve used, so just be sure to keep checking to make sure all of your info is listed correctly. Also, you may get wrong info from reception. I’m glad that they do have a team ready to address issues when they arise.
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1÷25÷16
Update from Medical – while I still really like my provider (Dr. Karen Kelly), the administrative side of things is proving to be just as sloppy as Dental.
I submitted a copy of my advance directives/​health proxy form to the person who took my vitals during my visit on November 10^th. I checked my patient portal to make sure it was uploaded (since I’ve had problems with missing/​incorrect information in the past), and sure enough they were not scanned in.
During my next visit on December 22^nd I asked the receptionist what might have happened and if the directives could please be uploaded ASAP. She said if they were not online they must have been lost and I would have to print and complete and new copy and bring it in next time. She said it so nonchalantly and with no compassion or apology (!!) that I can only imagine this sort of thing is unfortunately routine.
It was quite annoying on my end to print another copy (I do not have a printer at home and apparently Fenway does not have copies of this highly relevant health form at their office??), sign again in the presence of two witnesses, and now I have to wait until a February appointment to bring it in. I would have liked this very important piece of documentation to be added to my record ASAP (and treated as high priority).
I also noticed today that under my «immunizations» it only lists one immunization from 1992, even though I had to send them my full list when I enrolled as a patient. Why is this not fully updated?
I love much of what Fenway stands for but I have never had such administrative headaches with any other medical provider! I will continue with Dr. Kelly through the course of my current treatment but may have to seek other options in the future as Fenway’s disorganization is apparent with both the Medical and Dental administration. I wish something would change so I would feel more confident in their care. Currently I do not trust the administration to handle anything.

Do not, I repeat DO NOT ever get tested for any STDs here if you are a gay male. A lot of my close family and friends have been tested here and always come up positive, so they pay for the medicine and leave.
But when they go anywhere else the test (s) come up negative. I’m not sure what kind of scam this place is trying to pull but it’s not funny. Cut the crap and stop scamming people out of their hard earned money with your faulty tests.

I’ve recently begun trying to become a patient of Fenway Health because I’m fed up with dealing with the incompetence of Larry Chin, the PCP I’ve been seeing at Brighton Marine since 2012, who seems to think he can treat my hypothyroidism as well as an endocrinologist. I’d been intending for quite some time to shift my medical care to a facility with no religious affiliation. Receiving medical services from a healthcare facility affiliated with the Catholic Church (any religious denomination, really — but especially the Catholic Church) conflicts with my political beliefs. I was impressed by Fenway Health’s facility, which looks newly built, and figured that the fact that it’s known for providing services to the GLBT (GLBTQIA SGL?) community would mean that I wouldn’t have to deal with practices like those of Brighton Marine, which requires you to sign forms indicating whether you’d like to receive the «Sacrament for the sick» (Yes, you read that correctly) before they will let you see your PCP for the annual check-​up they require you to have before they’ll provide prescription refills. One form states that you won’t hold them responsible for the loss of personal valuables not officially deposited with the hospital (Who brings valuables to a check-​up? And Brighton Marine is not a hospital), and — get this! — that «the hospital is not responsible for the judgment or conduct of any of these clinicians» because they’re «independent contractors and not employees or agents of the hospital,» and, finally, that your «consent to treatment. .. is not affected in any way by the employment status of any clinician involved in [your] care.» For real. This is in case you get treated by the physician equivalent of Red Stapler Guy from Office Space.
I suspect that some lazy administrators at Brighton Marine adopted nearby St. Elizabeth’s inpatient admissions forms and began using them for those receiving outpatient services at Brighton Marine. Whatever the explanation, it feels ludicrous to show up for an appointment at a non-​acute care facility and to have to sign paperwork that makes it sound like you’re checking in to a hospital to die. Last rites? Come on.
Unfortunately, Fenway Health lacks an online appointment-​scheduling system and their web-​based communication portal is virtually unusable. I emailed them asking to schedule appointments with my newly-​selected PCP and two specialists and received a friendly response informing me that I’d have to make my request by emailing an administrator, who would schedule the appointments for me. I later received two oddly cryptic emails from a sender called Postmaster stating that «This is a Mimecast Closed Circuit Message,» which I at first thought were some kind of phishing attempt or spam, but which turned out to be prompts to set up sign-​in credentials for Fenway Health’s online communication system. Neither email makes any reference to Fenway Health. When I signed in, I was only able to view the message that was waiting for me, asking for my date of birth and whether I’d been seen there before, once I clicked the button labeled log out. That was several days ago. I tried again today to use the system to provide the requested information, but found that the reply function doesn’t seem to work. A message that says «loading email» appears and then disappears, but the email doesn’t open; the system continues to display the inbox screen. Like Brighton Marine, Fenway Health seems to be stuck in an earlier era, although in their case it’s technological, not ideological.

Although it has been more than three years since I received a dental exam here and 100% bills were paid, I continue to receive calls from different debt collection agencies at sporadic periods. It’s been two years since the last call and my contact information has not changed in 10 years, yet I received a call today and they indicated that they couldn’t get a hold of me? For the third time, I have to dig through old credit card records to show that the $ 100 debt was paid and once again the error is on their side since they can’t seem to do basic tracking of payments.
Not to mention that I made it clear to the receptionist and on my privacy forms that I was not authorizing any service that were not covered by my insurance without consulting with me first so that I could understand if a covered alternative option was available. There was a covered option available. I was not consulted and they proceeded to not follow my preferences.
Yet, I still paid the unjustified bill and am still unhappily continuing to pay the consequences of trying them out as a new provider. MISTAKE!

I’d rank Fenway Health’s Optical Shop as one of the best in Boston. Debra Quinn is a pleasure to work with; she will help you in every way that she can. I really like the selection of frames at Fenway Health’s Optical Shop, in particular, LA Eyeworks, and I find the service to be extremely customer-​focused, friendly, and professional.

Horrible scheduling policy and the staff member was completely unwilling to work with me to try and find an appointment.

Update #2. It’s been 2 years since my last update, 4 since I’ve stated being a patient here, and I’ve settled into a good relationship with Fenway now that there has been some employee turnover. I still love the lab, the receptionists are typically professional but do have their moments, and I love my new PCP — Miranda Balkin — who is kind, knowledgeable, direct, respectful, and matter-​of-​fact. Getting an appointment with her doesn’t take several months like my last PCP. The most I’ve ever had to wait has been 2 or 3 weeks.
Since my last review I’ve had 3 instances where I’ve needed to make fairly urgent appointments (UTI, sinus infection, asthma exacerbation, and post ER visit) and have always been able to be seen the same day or next day — if not by Dr. Balkin, then by another PCP all of whom have been great.
Thanks Fenway.

The first time I went to Fenway I had a great experience. I had just moved and was in-​between insurance and they assured me they could help me with a sliding scale and take care of things as I got insurance sorted. The physician’s assistant I saw was a bit condescending, but I got my prescription refilled and everything was fine. The next visit I came in and was still in-​between insurance (only about a month or two later) and they made me feel like a complete idiot. They told me they only did sliding scale the first visit and after that they expected me to go on MassHealth. This was not explained to me on the first visit and I was told the visit would be $ 200+ without insurance, so I just left.
Finally got my insurance sorted a few weeks after so I rescheduled my appointment. I was only in to refill a prescription but I had dropped 20+ pounds in the previous month or two (which took my BMI from about 22 to 18) and the PA didn’t ask me about it or check in with me. He continued to be patronizing and treat me like an idiot regarding my other reasons for going to Fenway. I didn’t realize I had even dropped quite that much weight until I checked my lab results online. I knew it was stress related and had started to put it back on, but was horrified that no one had caught it and tried to help me, especially with a history of depression.
I didn’t go again for a very long time, trying to avoid it until absolutely necessary. I finally went and saw a doctor this time as the PA I had been seeing was out that day. This doctor LISTENED to me, wasn’t condescending, and actually took my concerns seriously. She adjusted my medication and wanted me to check in with my PA again a few months later, so I made a follow-​up appointment.
I went in for my follow-​up appointment and the PA was condescending as always. He asked me why I had made the appointment and I explained that I had been told to do a follow-​up because my medication had been adjusted. I asked him to refill my prescription at my preferred pharmacy and he asked if I wanted to do it through Fenway. I said no and he agreed to do it at my pharmacy. He did blood tests and said he’d put the prescription in. A week later, no prescription. I asked again to just put it in through Fenway. He did that but told me he changed the type of medication I was getting. He also put in the wrong dose — a dose I hadn’t been on for over a year, that was higher than the dose the doctor I had talked to two months previous had put me on because she recommended it be even lower. I asked again to just put the request in through my preferred pharmacy and to please not change the type of medication as I had really preferred what we had discussed at the appointment a week prior.
A week later, still no prescription and I am officially out. No more contact, except I did see another patient’s exam results in my
file. I called about it and was told someone would call me back. A nurse called me and seemed confused about why she would be talking to me about the issue because she was just a nurse. She made me feel like an idiot even though SHE had been the one to call ME.
I hate Fenway.

July 6, 2015
The pressure sensitivity of my molar 19 is still there and not going anywhere.

FYI — RADIATION
Dental — Unless you want a full mouth worth of x-​rays, and lots of radiation, be sure to have your previous x-​rays sent over! Additionally, the person who did my full mouth of x-​rays redid many of them about 3 – 4 times (maybe more) and I think I may have had over 40 x-​rays in one visit, most of which were probably unnecessary. This is A LOT OF RADIATION!
Prior to my appointment, I asked for the address to send my dental records over from my previous dentist who currently does not take my insurance. I was told that they didn’t need those records. Should have sent them anyway and insisted on fewer x-​rays. Instead, I trusted that they knew what they were doing until I realized that the x-​rays were excessive. (For the record, I have excellent dental health and have had excellent dental care up until this appointment for my entire life.)

I see Dr. Llano — He’s beyond the best psychiatrist I’ve ever had & I highly recommend him. My therapist Janet is also amazing & effective in organizing/​understanding thoughts & feelings that tend to make life less than pleasant. The vision clinic is very good & takes their time examining things are working. Periodically, there are yoga classes & I can’t express how effective it is for helping with mentally grounding yourself or how much it has helped with my muscle spasms in my back, not to mention building strength. I’ve never used the pharmacy or medical clinics here, but can attest to the others.
Dental — Not recommended! If the other 3 providers weren’t under this umbrella, I’d rank the dental department a 2.
Parking around this place is utterly dreadful & public transit is somewhat limited. It’s sad administration failed to take parking into consideration before building a 10 story building.

Having worked at other similar organizations, I understand the challenges involved with running a successful health center. However, my experiences and my boyfriend’s experiences with Fenway Health have so far been lackluster.
MY EXPERIENCE:
The biggest problem has been with registration and scheduling. When scheduling my OB/​GYN appointment, I specifically explained my medical concerns and the reasons why I needed to see a women’s health provider.
When I arrived for my appointment, the registration desk expressed confusion that I was the fourth floor (adult medicine) instead of the third floor (OB/​GYN), but they sent me to see the doctor anyway. When the doctor arrived, he had to explain that there had been a mix up, and he was actually an Adult Medicine provider. I left the appointment disappointed, as he was unable to address any of my concerns. I was also charged the full copay, despite receiving absolutely no medical services. The final let down was that the next OB/​GYN appointment was over two weeks away.
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HIS EXPERIENCE:
My boyfriend had a similar issue with Fenway Health. He scheduled an appointment with his PCP, only to arrive and find that registration had scheduled him for a 20-​minute office visit as opposed to a 40-​minute annual exam, which he had requested. When he asked if he could still be seen for his annual exam, registration staff said yes, but he’d have to pay out of pocket. Obviously, paying hundreds of dollars out of pocket for a routine check up is not a viable alternative.
Not only was the next available appointment three weeks away, but the staff also had to reschedule another patient’s appointment to squeeze him in, saying: «We’ll just tell him/​her that her appointment had to be moved.» When my boyfriend protested, asking «Won’t he or she be inconvenienced?» the staff responded with, «Not really, because s/​he will still be seen that same day.» The staff’s attitude and actions clearly communicate that getting the right type of appointment at a time that works for you is a privilege, not a given.
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TAKE AWAYS:
On the bright side, we both agree that the three providers we’ve seen between the two of us have been nothing but polite and attentive. In theory, we would both like to support a mission-​based, community-​centered organization located in our neighborhood. However, the unprofessional attitude of the registration staff makes us both question whether continuing to receive medical treatment here is worth it.

Came here for an eye exam, and was blown away by the patient, friendly staff. I had been having headaches and eye strain for several months because a new prescription was overdue, so I finally came in while I was in Boston. The optician, Vanessa, was incredibly patient with adjusting glasses for my odd-​shaped head. The optometrist gave me a wealth of information about different types of contact lenses, which was helpful to find the type that would be healthiest and most comfortable for my eyes. Great experience, stylish frames to choose from, and I can’t wait to get my new glasses!

I just want to say that Dr Ami Multani is one of the brightest, most compassionate, and genuinely caring doctors I have ever encountered. She got me through an incredible difficult and complex period of health issues and helped me navigate and take advantage of the resources at Fenway. I would unreservedly recommend her and nominate her for the best healthcare provider of my lifetime. I hope someone at Fenway reads this and recognizes her for her outstanding professionalism and personal skills. I feel incredibly lucky to have had her in my life.

I just got of the phone with them to schedule my first appointment, I’ve never been there. I have to say the person on the phone was snapping her gum and sighing the entire time. It felt like I was bothering her and I I actually asked her of If I was bothering her by calling. Hopefully I’ll be more impressed with them in person.

The best Health Center I’ve ever been to! My Primary Care Physician Karen Kelly is amazing. She’s helped me through a myriad of health issues and always takes the time to really listen to me and explain what my options are for treatment, and then actually asks me which sounds like the best treatment for me.
All of the staff seem like they love working here and even though it’s a neighborhood health clinic that accepts any patient, regardless of their ability to pay, it feels like a boutique concierge doctor’s office. The décor and building are immaculate and there’s a pharmacy right in the lobby to get your prescription filled.
Get your care here! You won’t regret it!

2 stars go to the awesome front desk agents, they are sweet and go above and beyond to assist patients, they always smile and it’s always great to see their familiar faces.
After I read Katie C.‘s review I didn’t feel alone. I thought it was me and not the doctor.
Minus 3 stars — Dr. Miranda Balkin I’ve seen her 2 – 3 times, and she never seems concerned with my problems, she just gives me medications instead of trying to find the underlying problem. She made me feel like I was over reacting about my health concerns.
I intermittent fast, and she questioned the purpose of me doing it, she had a very condescending tone about the «fasting» and called it a starvation diet without even having proper knowledge of most of the facts of intermittent fasting. I felt like I was being interrogated, if it wasn’t her opinion she wouldn’t agree with it. She was giving me advice on my diet routine, and she didn’t seem she was following a great diet herself. «Be the change you want to see in the world» — Mahatma Ghandi
Last visit I discussed that I was having acne break outs, her solution was antibiotics and the conversation went something like this:
Me: «I know it’s something within causing it, I just don’t know what.»
Doc: «I can’t help you with that.»
She ended that session saying «I don’t think I need to see you again.»
This experience left me feeling like another name on her list to cross off, not a person.

Came here to get my eyes checked because my contacts prescription expired, and I needed a new one to get new contacts. Since I’m not from around the area, I had to find an eye care provider that would take my student insurance plan (NUHSP).
This place is an all inclusive facility that has everything from physical health to mental health, eye care to dental, etc etc. The building itself is super nice. so modern and clean. My appointment was at 10 AM but I went a little early so that I could fill out the forms, and everything was pretty punctual — I was seen five minutes after 10AM. Jenna, the optometry intern (?) helped me and she was so nice … I was pretty unprepared for my appointment (didn’t bring glasses, old contacts prescription, previous eye care history, only wearing my month-​old bimontly contacts) but she ran a bunch of tests & stuff to see where my eyes were at. She was also really patient in explaining everything I had questions about, in a way that someone not well-​versed in the ophthalmology field could understand. Dr. Lampariello (sp?) was also really friendly and explained stuff about my eyes. I won’t go into detail too much here but they were both really comprehensive with letting me know what I needed to know.
I’d recommend, especially if you are seeking an optometrist… super helpful & friendly!

Fenway Health can be difficult to make appointments with if you are a 9−5er (especially their dental office!), but I really like that my dentist/​PCP/​optometrist are all in the same building. I currently go to the location across from Fenway but used to go to the South End building — I like both and only switched due to convenience when I switched jobs.
I’ve found that while scheduling routine appointments can be tough (they get pretty booked up!), that whenever I’ve had an ‘emergency’, I was able to get in quickly. So, that’s the important thing! If you’re looking for a new doctor’s office, I’d recommend FH.

If you’re a fan of:
— 3 – 4 month wait-​times to before you can even get an appointment
— 1 – 2 hour waits in the office past your scheduled appointment time once you actually do get an appointment
— 12 – 48 hour wait times (requiring multiple calls, callbacks, more calls) to get the provider to manage the, apparently Herculean task of getting the prescription to your pharmacy so you can start taking the medication that the provider prescribed
Then boy oh boy is Fenway the place for you. Best of luck, you will surely need it.