CHA Cambridge Family Health North

Being part of CHA has got to be a cheat code for healthcare. I get seen quickly, the doctors and staff are very responsive and even proactive in getting appointments scheduled, and for anything that they don't have in-house you'll get referred to one of the three CHA hospitals around. I've received such good and complete care here.

My husband and I have been CHA patients for 15 years, and I am sad to say that we have seen a steep and steady decline in the quality of care, management of the patient experience, and general humanity of the folks at CHA in the past few years. We understand the realities of a post-COVID healthcare landscape, strains on the system at an all time high while providers are at a low, and increasing pressure on providers per-patient time. That said, there is no excuse for 45-60 minute wait times every time we go, feeling dismissed and unheard by a doctor who you've worked with for years, and being abandoned (while waiting 45-60 minutes) and left to wander the hospital unattended anytime we need to get blood work done. Our interactions with CHA in the past few years have ben weird, sad, frustrating, and have made an American healthcare system that is already traumatic feel even more cold and inhuman. We are finally leaving CHA and are feeling relieved. Despite all of the above, my personal PCP, Dr. Galina Tan, has always been amazing. If you must use CHA, see Dr. Tan!! :)

The primary care doctors here are excellent, especially Anna Ham. I personally haven't had any bad experiences with admin but have overheard them arguing with patients at times in the waiting room. Once I became an established patient I've generally been able to be seen pretty quickly when needed. I highly recommend this clinic for primary care! :)

I have never had a bad experience at this practice. I’ve seen several providers through CHA, all of whom were good or excellent, and generally the office staff and nurses are pleasant enough. Yes, the wait times on the phone are long, but this seems to be because of the system they use: rather than just calling for an appointment, a nurse speaks with you on the phone and makes an effort to understand your symptoms - you’re not calling an office secretary. They just need to expedite it. They have exceptionally late hours so it’s usually quite easy to get an appointment.

It took a long time to get an appointment as I was a new patient (about 3 months). The front desk staff were both extremely kind and efficient. Dr. Chen was very kind and knowledgeable. She came in a little late but given the current stress on the healthcare system, her bedside manner more than made up for it. The lab team was all effective and prompt.

PR diligently responds to every negative review with corporate damage control, but I have to wait 20 minutes on the phone for an appointment. Did CHA spend their receptionist budget on social media interns or do the receptionists have to do both jobs? No I will not be calling patient relations with more information so don't ask. That is unpaid labor you're asking me to do, for nothing to change. CHA is run like a corporation. The lab at this location sits empty because of rampant understaffing. The nurses, doctors, and staff are great and doing their best.

Update: rather than respond meaningfully to my comment, the practice posted a generic response. Would not recommend this practice unless you are looking for minimal, largely anonymous, HMO-quality service. Doctors are friendly and mostly seem talented, but they are harried and have extremely limited time. They cannot invest substantially in data-informed preventative care to a level that I think patients should expect. Ex: It was going to take close to 5 months for me to get to see a cardiologist until I refused to wait, did a bunch of legwork, and demanded an alternative. Not acceptable, and I wonder what would have happened to a patient who had less ability to navigate the "system" and self-advocate. The office staff is often unfriendly, unhelpful, or incompetent. I understand that medical professionals are operating with a typical HMO system that does not value time, human connection, or customer service. So I am not "blaming" them. At the same time, as a patient, I look for those basics, as well as a more significant investment in preventative care. I'm going elsewhere.

I wish I can give zero stars to this place. Rudest customer service I have ever experienced, their agents pretty much just yell at you through the phone and seem annoyed when you ask questions. I have a new insurance, I come in and they did not ask for the insurance information and charge me $700 for services they suggest me undergo (including a Covid shot that should be free). Working with their agents through the phone and I was yelled at. Please don't go to this clinic, they only want to suggest services so they can get more money and don't care about customers at all. Judging from other comments and a friend's experience here, you have to be careful when answering questions from them too because they might code your visit differently to get more money. Do not accept the lab tests they suggest to you, I have no trust in this clinic, you might get charged crazy high amounts without your knowledge.