Westborough Family Medicine

First, check my other reviews. I give a lot of 5 stars, and when I don't it's typically 3 or 4 as I don't want to hurt a small business. I'm a new patient who has had 1 positive visit with the medical staff and 3 bad front desk experiences.

Bad experience 1 (yellow flag): It took me countless follow-up calls over a month in order to confirm my record transfer as they require that before I could schedule my initial appointment. The tone of the staff on the phone sounded like I was bothering them each time, and getting information and answers was like pulling teeth. They acted like I should've known their internal processes.

Bad experience 2 (red flag): I scheduled my 2nd appt during my 1st. I asked for the first appointment in the morning as I would need to fast for blood work so I made it for 8:45. I showed up on my scheduled day and time and they look at me like I had 3 heads. I was told my appt was at 11:30 a week later. No apology, just an eye roll and an offer to reschedule. I was treated as if it was my mistake. I got so upset at how they were talking to me that I turned around and walked out to avoid saying something I would regret.

Bad experience 3 (yellow flag): They call me a week later to confirm my 11:30am appt, which I already told them I wasn't able to do when I was there the week before. Once again I experienced a low energy/can't be bothered response on the other end of the line. When I suggested I might leave the practice, I got a half hearted "I'm sorry, would you like me to reschedule". I just hung up.

They aren't bad at the front desk. They are AWFUL! The NP I saw during my only appointment was great (James), which is the only reason I didn't give 1 star, but I can't go some place where my blood pressure is going to be high when I arrive after dealing with the front desk. It seems like others on this list share my opinion and clearly no one is doing anything about it. There's a reason they are one of the few places in the area accepting new patients. Beware!!!

I had been a patient for YEARS, but the decline in the level of customer service from the front desk staff is unacceptable.

If I could I would not even give one star, just because how the supervisor was talking to the me after I called to clarify the statement that I got. They will make you wait more that 40 minutes for the online appointment that lasts only 2-3 minutes, and it was just a appointment for my children because they got covid and the school required to contact the primary doctor. And then they will charge you for one call almost $300$ for each child. So if you want to lose almost $600 in 3 min conversation where nothing was even prescribed- then - go for them.

Took my mother to an appointment here and I had my autistic 5 year old with us, he was having a hard time due to being in a place hes never been. However I met a amazing medical assistant Cindy who made our visit way easier. She seen the hard time my son was having and she went out of her way to try and help! She gave us some paper and pencil so my son could draw and stay calm while we waited for my mom to finish her appointment!! She gets 5 stars from me not many good nurses or assistants like that!

Finding a PCP nowadays is like looking for "unobtanium". So when Dr. Freitas agreed to take us a few years back, it seemed like a win. Our early experiences with him and staff were routinely good (pre-covid).

Lately the care we've received has been hit-or-miss, the biggest issue is inconsistent follow-through. For example, the good doctor ordered an important lab test that required scheduling by his own staff. The office took more than a week to take any action, and only after I started calling every day did they seem to get moving on it. Even then, I had to hunt for a provider and set up the appointment myself, otherwise it would have been months before it would take place.

Finally, never once has the doctor, NP or nurse reached out to see whether we were doing ok.

I guess this is the state of things in the medical field today, and if I had a better alternative I'd consider it. In short, you need to be your own advocate; this group (like most others nowadays) seems so overburdened they appear not to have the bandwidth to be anything more than reactive.

I've been a patient for 10 years but something's going on here. If you look at the recent reviews, there's clearly a problem with the front office. And that's why I'm leaving. I think the world of Dr. Freitas and he's been a wonderful doctor. But the support staff here is rude, abrupt and not focused on the customer/patient. I went in today for a mild issue, and was parked in the back waiting to be seen for 20 minutes. No one came to tell me what was going on, so I left. About 15 minutes later, I got a call from Emily asking if I was still in the building. I told her I had left and she asked me if I wanted to reschedule. I had to ask her if she was going to ask why I left, and she replied that they were backed up. When I asked if it might be a good idea to at least come back and tell the patient what's going on, she simply interrupted me, restated the issue about being backed up and told me she could reschedule. It was obvious that she didn't care much about what had happened and simply wanted to end the call. There are other options for physicians in the area - I'm going somewhere else.

Dr Freitas and his entire office are wonderful and skilled. I have been going here for 12 plus years. He is friendly, caring and honest. He is an experienced skilled doctor with a perfect bedside manner that would make anyone feel comfortable and well treated at his office. I highly recommend you consider using Westborough Family Medicine for your entire family! Thanks Dr Freitas and Anastasia for running a top notch practice right here in my home town of Westborough!