I am a relatively new patient to CHA and am comple...

I am a relatively new patient to CHA and am completely aghast by what I have encountered at CHA in a very short period of time.

The phone systems are awful. In my experience minimum wait times are around 25 minutes and many phone numbers for different clinics on CHA websites are incorrect (for example: try calling the number listed on the Broadway website and after 20 minute wait time, someone answers and says that it isn't Broadway and transfers the call back into the queue.)

I have encountered many rude admins and operators - who clearly just want to get my case off their desk and to not deal with patients. In medical specialities I was put on hold for over an hour, waiting for the manager, and then she told her admin that she would call me the next day. Her name is Gail Tobin and I never heard from her. It was very clear from her admin that she did not want to deal with me or my scheduling issue.

The coordination of care between primary care and medical specialties is broken in this system. I waited 2 weeks for a 2 sentence consult form a specialist, and when my PCP put in a new drug based off of that for a new medical condition, he didn't even bother to call me to tell me what my dx was or what to expect from the rx.

In general, telehealth is a total joke and the CHA system is terrible. I have waited on video for multiple providers and they never show up, and then there's a "missed appointment" in my chart - as if I was the one to miss, not the doctor. Other times the doctor will call me, when it was supposed to be video. A phone call is NOT healthcare.

I understand that the entire world is focused on COVID-19, but this is not an excuse for one of the most "highly rated" health systems in the Boston area to so completely neglect their responsibilities to patients. Shame on the administrators running CHA for skimping on their responsibilities to patients.

I am in the process of moving my family's care to another system, and will never recommend CHA to anyone.