Massachusetts General Hospital Imaging

I had an appointment scheduled for Imaging at the Assembly Row location on July 15th. On my first call to this department, I wanted to change my appointment for tomorrow to an earlier date. The representative a lady stated that I needed to call my Doctor’s office back to reschedule it and to call MGH Imaging after so they could schedule me for ANY DATE. My Doctor’s office rescheduled it for tomorrow and after that, I contacted MGH Imaging back to state what the previous representative in this department stated. The NEW representative MICHAEL said in an annoyed voice “I don’t know who did this”. Then he looked into my FILE without asking my last name, date of birth, or phone number! I know he looked into my file because he stated that I couldn’t have a sooner appointment because my doctor wanted it on July 15th. It didn’t make sense because I requested my doctor’s receptionist for July 15th. Michael, the MGH Imaging receptionist representative then stated that IF I attend my appointment for an MRI tomorrow my insurance will NOT cover it and I will be RESPONSIBLE FOR ALL THE BILL. I told him I only saw a $50 copay and requested to see where he saw this information on my file. Michael says he just knows I will be billed if I don’t change it back to July 15th. He kept repeating this information to me as I got frustrated with the conversation and his “know-it-all all” tone. Michael also said, “he’s been doing this job for 20 years!”. He suggested I could speak with BCBS. I asked him AGAIN “So do you see the whole amount of bill I’ll be charged on your end?” He replied, “No not really but I’m telling you Maria if you go tomorrow you will be responsible”. I asked Michael to please forward me to his Supervisor to which he then stated “Okay” and disconnected the call. I called back again and the other lady answered and said “Please hold” and then disconnected. Again I called back and she said the same thing and never got back to me. Approximately 10 minutes after Michael disconnected from me after I asked to speak to his supervisor he called me back and left a voicemail. (**Below I’ve attached the voicemail**). My doctor’s office did confirm to me that I didn’t need a Prior Authorization (PA) form and that it’s okay to schedule my MRI on an earlier date than July 15th. MGH has a prominent reputation and I’ve been a patient forever and never encountered this disrespect and violation. Michael violated my HIPAA rights he did not confirm my full name, DOB, or phone number instead just went through my file. Then Michael starts stating INCORRECT information about my insurance bill (to which he doesn’t have the right to let me know since he doesn’t specialize in insurance). MGH I would like you to please review the call Michael and I had on QA so you can see he doesn’t treat the patients with respect. Please review his other calls with other patients as well as I know this is not his first time violating or disrespecting patients. I expect QA and Supervisors to handle his incompetence accordingly. ***UPDATE SEP 2024*** - no one from MGH has gotten back to me on this or commented on this matter.

In order to see the next available appointment, you have to become a patient and have an order faxed over… all this just to see the schedule… Why would I waste the time if the next appointment isn’t for several months? If it’s this screwed up just to schedule an appointment, I sure don’t want to take my medical care here.

Horrible experience at MGH imaging. Their team confirmed an order for a test that is actually not done at the entire hospital. Waited 1 hour at the location on the morning of my appointment to then have a Resident / Attending come tell me that “these things happen, sorry we cannot help you.” Left without the actual test and any support.

Great to deal with. They always find me an appointment around my schedule and everyone there has been great to deal with. They get me in and out quick, and when I ask for a copy of my imaging, they always produce it quickly. When I have had to have it sent to me, they have sent it out quickly and have sent it faster than it had to be done. Two Thumbs Up.

Wonderful caring staff .Thank you .