New England Eye Center - Cambridge
725 Concord Ave #2200,
Cambridge, MA

Though not an established patient with this practice, the staff were kind enough to grant me an emergency visit to remove a contact lens that had been embedded in my eye for nearly 3 weeks. The medical secretaries were professional and efficient; the the technician was thorough, and the doctor treated me promptly, capably, compassionately, and without pain. The office, too, was spotless. I highly recommend New England Eye Center of Cambridge for your ophthalmic needs.

My mother had 2 appointments here- and both times this practice was terrible about communication. She left her work early to go to her first appt. When she showed up the front desk informed her they did not have authorization from her Insurance and she could be seen but would pay out of pocket. When she asked why someone hadn’t let her know, the practice said her insurance should have informed her but she was welcome to keep her appt and pay out of pocket. I have managed medical practices my entire career and although the insurance should inform the patient about coverage, the practice should also inform the patient just so they don’t go through the trouble of coming in. But nope. My mother then called her insurance and they were baffled she was turned away. The rep said that she would call the practice and My mom could shortly after reschedule her appt. For her second appt my mother was called to show up early. My mother ended up making some last minute changes to her schedule so she could get there early. She gets to her appt and the front desk informs her that just a few days ago they stopped accepting her insurance! 1. Couldn’t you have called and told her that a few days ago before she made changes to her schedule? 2. Did you not think to mention it when you called her to tell her show up early? I am not sure what is happening with oversight of the front desk coordinators but I blame this squarely on management for not training them adequately. An extremely poor experience for my mother, and an even bigger waste of time.

I have been treated at New England Eye Center for over 10 years and have always had a positive experience. The practice is busy but the doctors and technicians I have worked with have always seemed efficient, caring, well-trained, attentive to concerns, and (most important) very capable. In 2018 they moved from somewhat cramped quarters to a new location on Concord Ave, and my recent experience there was positive. Another reviewer complained of excessive phone hold times, but I have not been on hold longer than 2-3 minutes and usually it is much less than that.