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Alpine Orthopaedic and Spine P.C.

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Reviews Alpine Orthopaedic and Spine P.C.

Alpine Orthopaedic and Spine P.C. Reviews (4)

The patient presented to our office on August 24, 2015.  At the time it was decided Alpine would proceed to get authorization through the patient's insurance company to get an MRI.  Keep in mind that we cannot even beging the process until after we have the dicatation of her chart note...

completed which normally takes around 3 days.  Lori called me, the office manager last Thursday September 3rd and expressed her frustration with not hearing from the company about her MRI or her referral to another physician.  I told Lori at that time I would look into this which I did that day.  The staff member that had worked on this originally was gone that day so I went to another staff member who contacted Lori's insurance company 4 different times that day and could never get through.  On Friday I spoke to the staff members again and they worked on this all morning to get the authorization for the patient's MRI and faxed the order over on September 4th.  The referral to the other physician was also faxed on August 27th.  I followed up on this and specifically ask my staff members if they had completed the order and notified the patient which I was told they did and I looked at the orders to verify.   Yesterday when I took the phone call from Lori she proceeded to tell me how horrible our office was and that she had called the other company's and we had not faxed the orders.  So yes I did get defensive because we had done everything we could to complete this for the patient in a appropriate time frame given the many, many patients and orders that we are trying to process on a daily basis.  We had indeed put a "Rush" on this order to get this taken care of.  And again yesterday after the patient's phone call we contacted the testing company again and refaxed the order one more time.   Alpine strives to do a very good job for our patients and to be attacked when we had done everything we could to accomodate this patient's request was not justified.

I am going to have to say, this office does not even deserve one star after the experience I have had with them.
The office was aware that I was driving 5 hours to my 11:30 AM appointment that we scheduled over a week prior to that. The day before my appointment, at 5 PM they called and asked if I could change it to 8:30 AM. I said yes, I will head there tonight and stay in town if that is what you need me to do.
I arrived at 8:25 AM, after checking in, they put me back in a room around 9 AM. The nurse was complete with my vitals and questions by 9:15 AM. She told me the doctor would be in shortly. At 10:15 I walked out of my room and said, I have to leave her soon, I now have obligations this afternoon. The nurse, [redacted], made a rude comment about my time issue. I responded with, “you guys are the ones that changed my schedule from 11:30 to 8:30”; she said “I didn’t do it, I have nothing to do with scheduling.”
The surgeon arrived in my room at about 10:30 AM, he was sorry, he had been on the phone. I will have to say, he did a great job explaining things to me and what my options are. It is so sad that there is no way you could trust putting your life (spine surgery) in a person's hands that runs such a dysfunctional office and rude staff.
I finally left the building at 11:00 AM, 30-minutes prior to my original appointment.
Because of the time it takes my insurance to approve things, I like to follow up with my needed appointments and make sure things are done promptly. Three or four days had gone by; there had not been a request put into my insurance from Alpine. I called them, left a voicemail asking why the request had not been sent in. One day later, I got a call back from one of the office staff, letting me know it would probably be a few weeks before they could get to that done. They said that they are very backed up, and the person who handles this is leaving town. I then asked her to, please fax all of the information to my Primary Care Physician. She told me that she would take care of that.
A few days past, I was told they never faxed it. I called Alpine and left a voicemail with two different people. The next day I received a voicemail from [redacted], it was so rude and unprofessional it made me sick to my stomach. She did inform me in her rude manner that she would fax it.
Week three, my PCF office called them, they informed her in their rude and unprofessional way, they did fax it, but the client (me) calls here every day and is very demanding.
Not only would I not trust my life in these people’s hands, they should not be allowed to do in business.

Review: Office Staff are horrid. Stating insurance denied approval of a procedure when in fact they approved it. Stating they faxed referrals to other needed providers. Contact to each and none have spoken to or received anything from this business. Staff are rude. Office Manager acted put out when told of the situation. She basically called me a liar when I contacted about the issues. I have the voicemail still from them stating Insurance denied which I was told was not said. To me this place needs to wipe out all the staff and rebuild.Desired Settlement: Do your job. When you say you contact confirm.

Business

Response:

The patient presented to our office on August 24, 2015. At the time it was decided Alpine would proceed to get authorization through the patient's insurance company to get an MRI. Keep in mind that we cannot even beging the process until after we have the dicatation of her chart note completed which normally takes around 3 days. Lori called me, the office manager last Thursday September 3rd and expressed her frustration with not hearing from the company about her MRI or her referral to another physician. I told Lori at that time I would look into this which I did that day. The staff member that had worked on this originally was gone that day so I went to another staff member who contacted Lori's insurance company 4 different times that day and could never get through. On Friday I spoke to the staff members again and they worked on this all morning to get the authorization for the patient's MRI and faxed the order over on September 4th. The referral to the other physician was also faxed on August 27th. I followed up on this and specifically ask my staff members if they had completed the order and notified the patient which I was told they did and I looked at the orders to verify. Yesterday when I took the phone call from Lori she proceeded to tell me how horrible our office was and that she had called the other company's and we had not faxed the orders. So yes I did get defensive because we had done everything we could to complete this for the patient in a appropriate time frame given the many, many patients and orders that we are trying to process on a daily basis. We had indeed put a "Rush" on this order to get this taken care of. And again yesterday after the patient's phone call we contacted the testing company again and refaxed the order one more time. Alpine strives to do a very good job for our patients and to be attacked when we had done everything we could to accomodate this patient's request was not justified.

I WAS REFERRED BY MY PRIMARY CARE DOCTOR FOR REPLACEMENT KNEE SURGERY TO [redacted], M.D. .THE P.A. THAT SAW ME ORDEDED AN MRI FOR MORE COMPLETE DETAILS OF WHAT NEEDED TO BE DONE. I WAS NEXT SCHEDULED TO SEE DR. [redacted] HE INFORMED ME THAT HE USED TO DO KNEE REPLACEMENTS BUT HAD NOT DONE ONE SINCE 2007 AND WOULD REFER ME TO SOMEONE WHO WOULD DO THE SURGERY FOR ME. I WAS CHARGED A COPAY OF $35.00 WHICH I FEEL IS UNFAIR SINCE I FEEL HE SHOULD HAVE REFERRED BEFORE SEEING ME SINCE HE NOLONGER IS DOING THIS SURGERY.I REQUESTED A REFUND FROM THE OFFICE MGR WHO TOLD ME THEY WOULD NOT REFUND I AM ASKING THAT THE Revdex.com FOLLOW UP ON MY BEHALFI WOULD LIKE A REFUND OF THE COPAY. I AM ON SOCIAL SECURITY AND CANNOT AFFORD ANOTHER $35.00 TO THE NEXT SURGEON THANK YOU FOR YOUR ATTENTION

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Description: Physicians & Surgeons - Orthopedic Surgery

Address: 212 E Central Ave Ste 365, Spokane, Washington, United States, 99208

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