Tufts Medical Center Primary Care - Quincy

Horrible service never gets a call back from office or messages on the tufts app. My prescription is due for refill today so I asked last week for my Dr to call in my refill on Friday because it's due on the weekend she never called it in and now I have to wait until Monday but not even sure if they are open because of Martin Luther King day. So if they are not open on Monday then I have to wait until Tuesday and that's awful because I need my medication every day and shame on her for neglecting her patient. So upsetting!

I called the office on August 31 as I was not feeling good and was again having problems breathing. When I called at 2:19 the receptionist stated that my doctor (Dr. Chung) was with a patient but that she would call me back.nAt 2:50 I received a call from a nurse who stated that my doctor was on vacation, but that she would relay the message to other doctor and they would call me back.nAt 4:40 I called office because I did not get a call back and knew office closes at 5:00. I was assured that the doctor would call me back yesterday but at that time he was still with a patient.nNEVER received any call back on August 31, by the way my breathing is not getting better.nOn September 1 got a call from nursing At 8:00 stating that doctor wants me to get a scan and that she would call me back with more information.nAt 9:40 I called back because I had not heard from them again, was told again doctor with patient but someone will get back to you.nAt 11:40 I called again and explained that no one has contacted me and my breathing was not getting better and here goes another day and it seems no one in that office can assist a patient who is calling sick. I also asked the nurse the doctors name and said I would file a complaint.nMarvin Diaz-Lacayo, MD, does not return calls and does not address any issues patients are having, I guess because my doctor is on vacation no one else in that building can help a sick patient.

Hello,nnThe worst customer service I’ve ever experienced and I have been in the service industry for over 12 years. The telephone receptionist is very rude. She was so rude I decided not become a patient there. Just off the first telephone encounter. She was clearly having a bad day. This is no excuse to be rude to patients. One bad apple just spoiled the bunch.nnBest,

I had appointment last week for annual check up. At the front door they asked to call front desk number to check if I had any symptoms for covid, I said I have common cold from past 1 month. I also said that I had some concerns which I need to discuss with doctor. But they cancelled my appointment and said they will schedule telehealth. Next day they called and said Doctor will do teleheath next friday which is 15 days and in person appointment will be in January which will be almost 3 months later. I said I don't need. What kind of doctors/staff are working at this location. No responsibility and if you care you need to do telehealth and ask me to come after your clarifications. I know everyone are busy but people visit doctor when they need to but not for fun. Setting appointments months later is not what we expect. Patient condition may become serious by the time your appointment comes. God bless people visiting this location.

Staff here is top notch. They are obvious in their efforts to protect patients during the pandemic. Dr. Diaz-Lacayo is a fabulous doctor, and puts my worried mind at ease.