Newton-Wellesley Hospital - Main Campus

A loved one was in 3 west for a month so I had an opportunity to see PCA care not observed by visitors of shorter term patients. I have addressed my concerns to authorities at Newton Wellesley but this issue was not addressed. PCA’s on 3 west neglect patient care because they are on their cell phones, in open or hiding behind computer screens and it is worse at night. They appear to lack training as although there was a sign on the door a pressure cuff was placed on the wrong arm several times, even after reporting to a supervisor. Further, they clearly state on discharge that they will take no responsibility for the ambulance fee for going home. Expected so much more from a hospital affiliated with MGH

I had a post-op reaction to a procedure at a different hospital, so I had to go to Newton-Wellesley E-R... where I could not have been treated better! Shout out to Nurse Victoria (didn't feel the IV needle go into my arm!), who was extremely accommodating, professional, friendly, and attentive, and addressed my concerns in a timely fashion, while Nurse Daniel was equally friendly and attentive. Dr. Andrew Ames was great! He answered all questions and addressed all concerns, provided thorough explanations, and was extremely approachable. Going to the E-R is generally a trying and sometimes aggravating experience. This was one of the better, if not the best, experiences I've had at an E-R.

Very frustrating experience just working through the ER process here. The waits are forever, perhaps because they are so incredibly understaffed or maybe the processes are terrible, or maybe its because at least some of the staff doesn't care. The doctors are generally helpful and friendly, but it takes forever for them to get to you. Lab results would come in on my phone and wouldn't get someone to come tell me about it for at least an hour. Nurses were very mixed. Some very efficient, nice and helpful, others proudly not. But regardless, everything moves very slow. Would find another ER if possible.

After spending a week on 3 West, it is clear that patient care is not a priority for the majority of the staff here. Within 24 hours of having surgery, I had to constantly fight with nursing to get my pain medications. I was in so much pain and staff was rude, dismissive and visibly annoyed whenever they had to answer a call light. The nursing staff (Kayla) also spilled a water jug all over my laptop, causing it to short out and break. She began blaming the tight space in the room for the indecent rather than the staff’s lack of basic environmental/situational awareness. This was my WORK computer! I asked for a copy of the incident report and staff would not provide it to me. I was just told that it “would be taken care of.” Come day of discharge, I have not received a copy of the incident report, a replacement laptop or even a written acknowledgement of what happened. At night, the staff are loud in the halls, calling to each other from the end of the halls, slamming cabinets. I would ring my call light and staff would tell me that they would get the nurse to help me and then no one would come for 40+ minutes. There were times I had to ring my call light 3+ times for the same concern. The maintenance department came in at 2:30am to fix a clogged toilet in the room I was in. I was sleeping and they woke me up. They were loud, using power tools, turned on all the lights in the room and did not even apologize for the disturbance. When I asked staff if there was a different time that they toilet could be fixed, staff said “it’s just easier to do it now.” At 2:30am?!?!? Overall, staff were rude, inconsiderate and difficult. STAY AWAY FROM THIS PLACE!! Worst hospital experience ever. Dr. Vesbiano and Dr. Francone were wonderful and I appreciated their time and outstanding care. It’s a shame that my experiences on 3 West have made me very unlikely to seek care here again.

What happened? NWH used to be my go to, star example of a hospital and I refused to go anywhere else. Went to the ER last night and immediately told them I was having trouble breathing etc. They did not treat that as an emergency which they should have immediately. The waiting room was as packed full as I’ve ever seen it. People were standing waiting and there were no seats. I was constantly overhearing patients arguing with nurses etc and heard that they had ZERO stretchers available. Zero?! It felt like something out of the apocalypse. You’re one of the biggest wealthiest hospitals in the state and you have zero stretchers available?? How is that possible? I don’t know what happened to this hospital but this is NOT the same hospital I have stood by for the past decade. Scary really. The ER should be under criminal investigation. We decided to go to a different hospital 10 minutes away and I was seen immediately and got into a room right away with no wait. For you to say “all emergency rooms are this way” is flat out wrong. There is seriously something wrong with your system that should be investigated. This is criminal. People will die from an ER that is ran this way. Scary.