Bedford Family Practice

This morning was the last straw with this group of incompetent, rude people. I have been prescribed the wrong medication TWICE. My calls go unanswered on a regular basis and on one occasion I waited for a follow-up call for 3 days that never came. The general vibe of their dated disgusting facility is we don't give a s#%@. All that aside today was the last straw when they told me they would not see my sick 8-month-old daughter after I waited in their lobby for 30 minutes because they have incorrect hours listed on Google and no walk-in doctor... Another false claim on their website. I will be filing a formal complaint with the board but wanted to also make my feelings public. I will say that we do like our Doctor. Dr. Hasham.

I don't know how to start my comments about my experience with this clinic!!! whatever I write is not enough to describe my horrible experience. I had an appointment on August 6, 2020 at 11 am and when I took my appointment no one told me if the doctor will call me or if I'm supposed to call the family doctor. Anyway I called the clinic at 11:02 and no one answered my call and I tried too many times (approx. 10 calls) and I left two voice messages and there is no way to talk to anyone at the clinic or to reach out to my family doctor. And now after three hours, I still have not heard anything from the clinic!!??

My family has been going here for years. Our Dr has been prompt, caring and on point in her care of our entire family. In addition the roster of physicians are all friendly and provide superior care. Plus we never have to wait in the waiting room.

While I love Dr Rubino her receptionist Grace is TERRIBLE to deal with. I pay an annual fee that is supposed to provide me with extra services ie portal service. I don’t know why they bother as Grace apparently doesn’t read them! I have been trying to get a prescription refilled for 10 days and have sent FIVE portal messages with NO response!!! If I didn’t like Dr Rubino so much I would find another medical facility!

'0' stars .... from rude reception to terrible online (Pomelo) health management to Docs that like to lecture without providing true healthcare... this 'clinic' is a cash grab pure and simple. Go elsewhere!! Rather pay a couple grand (and did) for better experience at Medcan. What would take a week (and have to deal with this office) has wrapped up in 1/2 a day. Be better Bedford... from front to back of house...

I've had some unfortunate experiences with reception, but this one takes the cake. Recently, I went to have my prescription renewed (this was on a Friday, when I still had enough medication to get me through the weekend). Coincidentally, I had made an appointment with my doctor for Tuesday, but ended up having to cancel due to car trouble (no mention of the status of my medication renewal from the receptionist when I booked the appointment, or when I cancelled it). On Wednesday, I get a call from the receptionist telling me that my doctor will not renew the prescription until I see her, and was then blamed for cancelling the appointment and therefore prolonging the refill. Again, I had car trouble (and she knew that) -- besides that, this appointment was made by me coincidentally for a completely unrelated reason, and I was never once informed that my prescription (that I have been taking for a year) would not be renewed. At this point I have been off of my medication for 2 days, and would have to be off of it for another 5 days (thankfully I found a medical service online that could provide me with a prescription on short notice). It felt as though I was being punished for something that was not my fault in the first place. The only option I was given was to try to call after 5 and have the on call doctor prescribe the meds for me. To make matters worse, the receptionist then hung up on me without even confirming my new appointment. I like my doctor, but the miscommunication is extremely frustrating to deal with, and this new receptionist was completely unprofessional about the whole situation.

Me, my wife, and my father are all patients at this practice. We have all had similar experiences. Grace -- the secretary for Dr. Culligan and Dr. Rubino -- is absolutely horrendous at her job. Voice mails go unanswered for weeks. Bedford charges an annual fee to give you the ability to send emails to Grace, which would be great if it weren't for the fact that she takes at least a week to open any email sent to her. And when she does open one of these emails, she'll often fail to follow up with you about it. The other big issue is Grace is the gatekeeper into the practice. You are forced to go through her, so it's difficult to file complaints unless you do so with an actual doctor during an appointment. I don't know if the doctors at this practice are even aware of the issues Grace is causing, or care. In a place where the wellbeing of patients should be held as a top priority, and delays or ignored phone calls can have serious consequences, Grace is a severe liability to this clinic. On the Bedford website they display their mission statement: "To provide exemplary primary care to our patients while supporting our practice partnership and staff.” And they list their core values: “Respect, Innovative, Accountable, Compassionate.” Because of Grace, Bedford is failing in their mission statement. And we don’t feel a single ounce of respect from her, nor do we believe she’s being held accountable for her dereliction of duties. I wouldn't be surprised if one of these days a malpractice suit is filed against them because of negligence caused by her.

My wife got a letter asking form $150-$500 for a "block fee". She does ever remember attending this practice, so how they sent her a letter with her email is a mystery. First of all, writing memos, providing records and nurses answering phone calls are not worth $150-500 yearly, how they can justify this fee is mystifying. Secondly, and most importantly, we have been out of the country for 3 years now, so I don't understand what type of record keeping practice would ask for a fee for a patient that hasn't literally lived in the country, contacted them or otherwise used their services.