Middlesex Health Primary Care - Westbrook

As a long time patient of Middlesex Health - I see Primary care as wells as multiple specialties . My experience at Westbrook was awful. I was waiting downstairs after checking in on the kiosk which made me 10 minutes late , while I continued to wait I asked the front desk if I was in the correct area and they told me to go upstairs . I did and then they refused to see me . I asked to speak with someone and they told me to wait . I waited for 30 minutes and then the office manager came out and said they can not see me and if I did not leave they would have to call security, as if I was some kind of threat . They had an appointment for later in the morning as I was now too late but would not allow me to make that appointment because the office manager simply did not like the fact that I

I decided to book an appointment with this office after accompanying my parents on a visit to get my mother a referral for dementia care and seeing what a positive experience they had with Dr. Sutherland and the nursing staff. Dr. Sutherland wasn't available on the day I wanted to come in, so I scheduled a New Patient Visit with Dr. Juliette Harris. Right from the start, I was impressed with the kindness and care she showed me, as well as her thoughtfulness and insight in addressing my concerns with a conservative approach to prescribing medication, which I appreciated. Plus, she is just a delightful, friendly person and seems genuinely bright-eyed, energetic, and eager to understand her patients' needs and deliver the best care possible. She's a gem!

I called to speak to the office regarding information about my husband's current condution and upcoming appointment. I was told they couldn't share information with me because they didn't have HIPAA consent on file. When I explained I had my husband sign a consent form years ago to approve me, they continued to rudely shut me down. Only after a very upsetting back and forth between the receptionist and me, did they explain that the form expires after a year. Information they should have told me first. When I asked to speak with a supervisor regarding how the receptionist conducted the call, I was put on hold and immediately the call disconnected. I called back and a second receptionist wasn't very helpful either and just told me to call back the next day at 8am for the office manager. I'

I normally receive great service when going to Middlesex Primary Care in Westbrook, however, I went there on Wednesday morning (13-APR-22) for a quick in and out COVID test in preparation for a surgical procedure being done the following day. I signed in around 7:10 am and was immediately called to the reception desk for check in. I then sat in waiting area with 3 other people, they were all called upon before me as I would expect, and then 2 others that arrived after me who were called upon before me and then they came back out and left, by 7:45 am I asked one of the receptionists if I would be seen soon as I had to go back to work. She made a call and about a minute later I was seen by a what I would assume to be a medical assistant whom was not friendly and rather rude during the entire

I put off seeing the doctor because I never felt heard or listened to. That wasn’t the case today. I am happy to say I have found my new primary care provider. Dr Poehlmann listened and didn’t just write me off like other doctors in the past. I finally feel advocated for and look forward to my journey for a healthier me.