Lower Falls Pediatrics P.C.

65 Walnut Street, Wellesley MA 02481-2118
(781) 772-1527 | https://www.lowerfallspediatrics.com/

Patient Experience

Care from Personal Doctors
How Well Doctors Communicate with Patients
How Well Doctors Give Advice about Keeping Your Child Safe and Healthy
How Well Doctors Know Their Patients
How Well Doctors Pay Attention to Your Child's Growth and Development
Trust in Doctors
Care and Service from Others in the Doctors Office
Getting Quality Care from Staff in the Doctor's Office
Getting Timely Appointments, Care, and Information
How Well Doctors Support Patient Self-Management

What These Results Mean

The scores on this site reflect measures calculated using commercially insured members only. Patients covered by Medicare or MassHealth (Medicaid) are not included in the measure populations, so the results represent performance for commercially insured populations rather than all patients seen by a clinician or practice.

This data reflects care delivered in 2024, which is MHQP’s most recent available data.

For more information on the data in these reports | read more

Why measuring care and service from office staff is important

Your doctors' office staff can make a big difference in a patient's experience. Office staff includes those who answer the phone, greet patients as they arrive, make appointments, call with test results, and discuss insurance or billing questions. Office staff may also be the ones who weigh and measure patients or take their temperature, pulse, blood pressure, and other vital signs.

MHQP asked two questions on the adult survey to measure how well a doctors' office staff gave quality care and service:

Thinking about your most recent visit, was the staff from this provider's office as helpful as you thought they should be?
Thinking about your most recent visit, did the staff from this provider's office treat you with courtesy and respect?

MHQP asked two questions on the pediatric survey to measure how well a doctors' office staff gave quality care and service:

Thinking about your child’s most recent visit, was the staff from this provider’s office as helpful as you thought they should be?
Thinking about your child’s most recent visit, did the staff from this provider’s office treat you with courtesy and respect?

What you can do to help improve the care and service you receive from office staff

Ask politely, but firmly, if you need help. When you are polite, office staff is more likely to respond to your requests.
Be calm and polite, but do speak up. There is no reason to be shy when talking about problems you have had with your doctor's office staff.
Be patient if you have problems. But do tell the staff person that you expect him or her to be more helpful.
Speak up if you still have not gotten needed help. Tell the office manager or doctor about any problems you are having with their staff.
Tell your doctor or office manager how you would like to resolve this problem. For instance, do you want an apology from this staff person? Or would you prefer to be seen by someone else?

What your doctor's office can do to improve care from staff.

Be polite, helpful, and treat patients with respect. Staff should always give good customer service. This means paying attention to patients and being sensitive to their needs. It also means listening carefully, and being prompt and polite. Good customer service is always important, even when patients are upset, anxious, or demanding.
Hire staff with positive attitudes. This means hiring staff who enjoy working with many types of people, have good communication skills, and are sensitive to patients' needs.
Make it easy for staff to get needed patient information. Healthcare providers' offices should have systems in place that make it easy for all staff to help patients. This includes having ways to respond to patient's questions in a timely and confidential way.

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Lower Falls Pediatrics P.C.

Patient Experience

What These Results Mean

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How Well Doctors Communicate with Patients

How Well Doctors Communicate with Patients

Getting Quality Care from Staff in the Doctor's Office

Getting Quality Care from Staff in the Doctor's Office