Pentucket Medical — Attraction in Newburyport

My husband called Tuesday am to get a same day appointment for a possible delayed allergic reaction . The office got him in easily and quickly . That is where the positive things I say end . The NP he saw did infact think he had a reaction to a bee sting and that it was bad enough that she prescribed a Epi pen for him to use in the future . His appt was at 9:20am . He had our young son with him and decided he would stop on the way home out of convieniance. His prescription hasn’t been called in , even though they said it would be ready , no big deal . The medical assistant helping didn’t listen or wasn’t paying attention and called in his prescription from the get go to the wrong pharmacy , but again at this point no big deal . He called the office & they said “ if it’s not there by 1pm to call us back .” So at 1 pm , it still wasn’t there , he called the pharmacy to discuss what the price was going to be and they offered a cheaper version then the brand name epi pen of $600 out of pocket . The pharmacy said since they hadn’t called it in yet , they would contact the office and easily just change the prescription so we could pay less . This was at 2pm . At 4, there still was no prescription , he called the office and left a message with the front desk explaining in detail what had happened , and asking if the NP could please change the prescription to the off name brand . Also adding that the pharmacy had contacted them with the info they needed . At 4:30 the NP called him back herself , when he answered the phone and she identified herself the first words out of her mouth was a big sigh and her saying “ so what do you need me to do ? Just call the pharmacy ?” He explained again in detail what the pharmacy was asking & she interrupted him and said “ she would call the pharmacy .” Well she did not call the pharmacy , nor have a staff memeber call the pharmacy . Fast forward to Tuesday , he called again this morning . Spoke to a completly different front desk person , explained in detail he has called now several times , left several messages and all he needs is this prescription that was prescribed yesterday to be altered and called in to the pharmacy . She apologized and said she would send the message . At 12:30, still no call back and no one had called the pharmacy . He called and asked to speak to a manager , he was told he could be transferred to the on site manager , and if she didn’t answer he could leave a voicemail. That was two hours ago & no call back . Lastly , he called back and asked just to speak to anyone an MA , another provider whoever . Because this isn’t a difficult task & there is NO reason someone hasn’t dealt with this . He remained calm through all of this . This third front desk person said “ I think that particular NP is on vacation !” She then proceeded to say that she “ only works tuesdays and Fridays .” So , when she called at 430 & said she was going to contact the pharmacy and DID NOT she knew it would be left until Friday . Secondly , if a patient is calling having ANY sort of difficulty with any situation or prescription and you are aware of this you don’t take a message and send it to the provider who’s not even in the office for days ! You advise the patient she’s not in the office and send the message elsewhere ! I work in a medical office and so many things went wrong here ! I will be writing a formal letter of complaint to the upper management and also will be looking elsewhere for care . Please be advised with companies this large you’re not a patient anymore , clearly patient care is not their...

In the past the care my mother has received has been fine. Of late this has dramatically changed. I can only assume that the staff is overworked. My mother is 93. She was seen on a Friday by a Physician's Assistant for a cough and sore throat. Over the weekend the cough worsened dramatically. I called and requested a prescription for a cough suppressant as my mother was exhausted from incessant coughing. Long story short, no one returned my call. I called 2 more times over the next 24 hours. At one point I was told that the prescription was ready to be sent in but that the physician had to finalize the transaction.. Finally I went down to the office in person and after 15 minutes a nurse was paged so that I could express the seriousness of the situation and get some help. I was told that her PCP was off for the day as well as the Physicians Assistant. The nurse told me that she would request that the on-call Physician place the order, however she doubted that he would be able to do so. That's when I lost it! When were they going to address the situation? Maybe when she was hospitalized!!!! Eventually the problem was resolved but it took about a day and a half. To say the least this is unacceptable. I received an apology from the Physicians Assistant and she called several times to try to rectify the problem, but a day and a half too late. All of the staff members were pleasant and they tried to be helpful but when a serious situation is not addressed in a timely fashion by the only people who can provide the medication needed, where does that leave the patient? It doesn't take long for a respiratory problem in a 93 year old person to be life threatening. To say the least there is a serious problem at Pentucket Medical in the staffing department. I rated this a 2 and not a one only because prior to this her care had been satisfactory. We will be looking for another Primary Care in some place other than...

Negative or No stars whatsoever. After arriving at 11:20 and being checked in by 11:26 for An 11:30 appointment, I waited 35 minutes without an explanation as to why I was not being seen. During that 35 minutes I asked 2 nurses to find someone from my clinicians practice to get an update as to how much longer I might wait. Typically I might wait 5-10 at most if I arrive on time. I went back downstairs to ask if I was going to be seen. I had seen several nurses leave through the waiting area for lunch. I knocked on the door and no one came. The office staff downstairs was I unempathetic and unapologetic to say the least. However, they called upstairs to inquire and they took got no answer. After receiving no answer, someone went upstairs to inquire. I waited a few minutes but fed up, I attempted to hand back my check in paperwork and requested a refund. The one person available said I had not been checked in at her station and she could not even take the paperwork from me. I insisted she take the paperwork and relay the message regarding a refund. I have not received a phone call, email or text regarding this appalling level of care or the status of my paperwork. The practice now requires people to pay by check, d it or credit card so they couldn’t hand me back my payment since I had used a debit card. I did however receive a text asking me to review the practice. I like my clinician. I do not know if she was called away unavoidably by a family or patient medical emergency or if she was out sick. No one has given any...