Natick Urgent Care — Local services in Natick

First off.... wish there was a less than one star option. Went to Natick Urgent Care 10/2021, for throat pain and irritation. During the initial check in process, filled out paperwork, then was called to a reception counter for finalizing my credentials (being an new patient of Natick Urgent Care). Normal channels and questions for a patient. Quite brief and rushed. Provided my Tufts insurance card, drivers license, and more. Was informed about a co-pay which I was aware of. However, absolutely nothing in regards to a/their “Office Visit for New Patient” fee. When the co-pay was addressed, there was no communication regarding an additional fee for “New Patient” nor “Existing Patient”... so later on I received a letter/bill. Stating $150 fee for new patient + $18 fee for rapid strep - $35 patient payment = $133. Low and behold, during my visit there was absolutely zero communication in regards to a “Office Visit for New Patient” fee. “You have insurance, you’ll be fine...”. Not to mention I was given a strep test, vials check, and Covid test during the same visit. Nothing regarding Covid test was listed within the bill I received. On top of above, when trying to actually pay their ridiculous “Office Visit for New Patient” fee, they do not make it simple to pay a bill via their online portal. Maybe it costs more to have an accessible payment portal, I guess. Frankly, do ask more questions regarding fees/costs/expenses. When the reception asks you questions, ask just as many back. Realize they are a business not a practice of care. Their is a “Office Visit for New Patient” fee and an existing patient fee are based on Complaint Level. Wait for the bill later on. It is unfortunate because they do not explain their fees during a visit and I feel most individuals do not have the time/thought to read through a website when in search to urgent care. below is from their website....

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TOTAL FEE TRANSPARENCY

The fee is determined by the Level of Complaint and whether the patient has previously been seen.* A Level 3 Complaint represents a low-acuity concern (such as sore throat, ear pain).

*The reason an established patient visit is less than a new patient visit is that a new patient requires more in-depth registration, triage and assessment.

Once your insurance company notifies us of covered and non-covered services — then and only then — will you receive a bill for any remaining fees. We DO NOT request a credit card authorization at time of...

At first, I liked this place because of the short wait time, and for how quickly they attended my bf. Sang high praises and all. However, when we arrived we didn't have my bf's insurance card on us, and did not have a photo, so ended up having to pay the $120.00 to be able to be seen that day. While we were there we received the photo of his insurance card and let the receptionist know, and she took the insurance ID number. She assured us that it'd be okay and for us to call the next day, to be able to have the amount refunded (w/ the copay difference of course,) so I did that and the person from the billing department said she understood and sent the claim to the insurance.

I was wrong to think everything was fine, because today we just received a bill for $240.00. I called them, and was put on hold for over 20 minutes, given the run around and then receiving NO RESPONSE! The rude woman I was speaking to finally came back to the phone and gave me the excuse of "Uh yeah, Idk that's not my job, let me transfer you."

After getting to the billing department, I had to leave a damn VOICEMAIL.

Normally I don't write reviews but wth, I understand that we are in hard times, I get it.. but the lack of communication in this place is ridiculous! Get it together!

UPDATE: We got correspondence from Justin, who advised that the insurance only paid for one visit. So my bf in turn paid for the second visit, to take the stitches out which was a mere 2 minutes that cost $120.00. Anyway, he asked that I update my review so here we are. I'm glad we got a call back, even though it took me writing a lengthy review with 1 star to get their attention. I'll give an update to 3 stars, just because the billing department is a separate entity. Thanks for the...

If I could give a 10 I would! Beautiful new & clean place, but more importantly, the registration process, staff, medical assistant & physicians are amazing & efficient! I went there Friday October 10th in tears with massive stomach pain wasn't sure if it was a UTI or my diverticulits flare up, but it was my daughters wedding rehearsal an hour away and I only had 2 1/2 hours to be ready. I know I should have went earlier but when I took medicine it cleared up a bit & I got over the counter stuff at CVS, but it came back even worse. Anyway, the poor young medical assistant saw me crying and said don't you worry you will be out of here in a few minutes, and the doctor will be in shortly, well, 2 minutes later, an xray tech came in and said we need to do a quick xray, was only 5 minutes, Dr. Cameron came in did quick exam gave me antibiotic and pain medicine all in maybe 5-7 minutes and said he would call to check on me Monday, and wow, he did! It was truly amazing. I am forever grateful as I was able to get to rehearsal & my daughter's wedding next day, still with some pain, but medicine to hold me over. If all of the medical industry could be this efficient & caring I think there would be so many happier, healthier patients out there! Thank you, Thank you, & Thank you to every one of you that work at Natick Urgent Care, because this day was just for me, but my whole family has been here multiple times over the last few years & every time we go, we have the same...