ConvenientMD Urgent Care — Local services in Sutton

This was my second or third time coming to Convienient MD in Sutton, MA..but this visit was the first time I had been there for my 5 year old son. Two nights prior to this visit he was lethargic, continuously vomiting with a fever as high as 104.5 and said his mouth hurt him. (A little side note..My son has autism and he struggles to communicate. He can’t have a conversation like most children his age and he becomes extremely overwhelmed/scared in unfamiliar situations.) My son’s doctor that day at Convienient MD was Rutvik Patel, I also had him as my doctor once before and he is so incredibly kind…but the way he treated my son was unlike any interaction he’s ever had with a doctor. My son was anxious and in rough shape from being so sick but Dr. Patel spoke to him like a human being. He assured him he wasn’t going to hurt him, there wasn’t going to be any shots involved and that he just wanted to help him feel better. Before starting his exam he interacted with him, gave high fives, asked his age and made small talk. The exam was quick but thorough and that’s what works best when he’s as anxious as he was. It’s hard to get through to him when he is that overwhelmed but once his exam was finished he hopped off the table and happily said loud and clear “thank you, doctor”. Dr. Patel’s head turned and he smiled, I think he knew he made a connection with him. I also want to acknowledge the nurses there who did our intake, I forgot what her name was but she was so patient and listened to our concerns. When we told her about strep being our concern and it going around his class she immediately ordered the strep test. Jax was not happy with that part of his exam but she was fast, gentle and had a pocket full of stickers to take his mind off the tough part. His strep test was positive and Dr. Patel immediately sent a script to our pharmacy so my son could start antibiotics asap. The day before this visit we went to my son’s PCP and instead of just giving him the strep test to ease our concern she sent us on our way with the diagnosis of a stomach bug. Overall, our visit was above satisfactory and I can honestly say all my visits here have been that way. They treated my son better than his own pediatrician did and I’m grateful we have nurses and doctors like this to listen to our concerns and help us when we’re down and out. Urgent care doesn’t close on the weekends, they’re not your normal 9-5 hours..these places are open 7 days and they work long hours, I praise the staff for the work they do and doing...

I’m giving this facility 2 stars, and that’s only because the nurse was friendly, and the facility itself was clean. However, everything else about my experience was subpar, to say the least. The nurse practitioner (NP) I saw was extremely apathetic, offering no insights into my test results until I specifically asked. I was not given any helpful advice or guidance, which could have easily been found online. Despite being visibly ill, I was not offered IV hydration, even though they advertise it as one of their services.

The facility touts values of “convenience and affordability,” but my experience was the complete opposite. I would strongly advise anyone with United Healthcare insurance to avoid this place at all costs. The physicians are not listed as in-network, meaning your insurance will not cover the visit. If I had known this, I could have gone elsewhere for better care.

The billing team has been a nightmare to work with. Rather than attempting to resolve the issue, they seemed more interested in pushing me to pay out-of-pocket, which was neither fair nor justified. I’ve been on hold for over an hour multiple times, only to be told I should just cover the cost myself, despite this being an error on their end. When I asked for confirmation to file a grievance with my insurance, the billing department refused, claiming they couldn’t update any information regarding their providers. This is unacceptable, and further proves that they are both unable and unwilling to provide the support necessary for their patients. As someone who works a 9-5 job, it’s beyond frustrating to waste my lunch breaks dealing with billing issues that should have been addressed promptly and professionally.

Not only have I been struggling with a debilitating illness for the past six days, but now I’m forced to spend all my limited free time—time I need to make up for the days I was out of work—dealing with this mess. To make matters worse, I wasn’t even provided with an adequate doctor’s note to justify my absence. I ultimately hope this review helps others avoid the headache and out-of-pocket costs I’m now facing due to this facility’s lack of care and support.

In short, don’t let the sleek exterior fool you. The care here was extremely lacking, and the customer service team for billing is just as unhelpful. I strongly encourage anyone with United Healthcare to avoid this facility at all costs, as they are clearly unable and unwilling to complete what is needed and what is best for...

Edited & updated - new comments being here, original comments below: I had one (1) office visit with ConvenientMD (CMD) in July. I promptly paid the $10 co-payment when billed in August. CMD billed me again and I promptly paid the $10 co-payment AGAIN in November. I then noticed the two (2) payments for the one (1) office visit and telephoned CMD. First CMD told me I never made the first payment in August. Then CMD told me I did make that payment but they refunded it to me, so I still owe it. Finally, they told me they saw the two (2) payments credited to my account and would refund me ten dollars ($10.00). CMD said it would take three to five (3 - 5) days to receive payment. After seven (7) days I had not received my refund yet. I contacted CMD again with supporting documentation and proof of both payments. CMD finally issued me the refund due me. In conclusion, it took two (2) requests by me and eight (8) days to get my lousy ten bucks back.

Save the apologies. Don't tell me you will speak to others about this ordeal. Just fix the billing problems.

-- end of updated/edited review - original review follows:

My medical issue was promptly addressed with minimal wait time. I called first to verify my medical insurance and inquire upon wait time. It took 5-10 min to check in, I waited about 10 minutes, and then was called in for examination. The doctor was knowledgeable and confident in is analysis and diagnosis. I was in and out in about 45 minutes.

However, when I followed up with my primary care physician one week later, I was surprised to learn that ConvenientMD did not share anything about my visit and condition with my doctor. This appears to be a repeatable pattern of behavior with them according...