Orthopedic Surgeon
Orthopaedic Specialty GroupThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Orthopaedic Specialty Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/16/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was billed for an up to 90 days worth of office visits $900. I was unaware of this charge at my first appointment. I was told to make a follow-up appointment, which I did. In the meantime, having a fractured ankle and the fact that it was very difficult to get around, I decided to cancel my second appointment (in advance) and make an appointment with an office closer to my home. Just today, I get the bill of a past due notice of $920.24. I called the billing office this morning to ask why it's so much because I was only seen by the doctor for 15 minute. Nancy said the cost is inclusive for 90 days worth of office visits. I asked how was I to know that. She first said that the front desk should've gave me paperwork (which they didn't), but later in the conversation said that only the billing dept only knows that info. And then she told me that my insurance company should have informed me of that info. I told her that I didn't go back so my bill should reflect that fact, BUT if I was informed of that cost, I would certainly have taken advantage of that. But since I was not informed, can the bill be adjusted to only reflect 1 office visit. She said my insurance company should have told me so I called my insurance company and she read something to me about my provider has to inform me of this sort of thing before services are rendered. So I had the insurance company call the providers office to go over this fact, but nothing was done. The billing department was non-apologetic and said I have to pay the full bill because it's past due. I told them I would make minimum payments until this gets rectified and to keep my account current and out of collections. I would like to only pay a bill equivalent to one office visit because that seems fair. I feel like someone should have informed my of the way the billing worked. It seemed very unprofessional how they trued to blame the insurance company.Business Response
Date: 08/29/2023
Company: Orthopaedic Specialty Group
BBB Complaint #********
Patient complaint was reported because she was treated for a
Closed treatment of distal fibular fracture; without manipulation, and was not
informed on 6/07/23 that the *** **** ***** that was billed, was assigned a
90-day Global period.
The fee of $900.00 would cover the initial fracture
diagnosis, and follow up fracture treatment, excluding x-rays, cast
changes, cast supplies or Durable Medical Equipment.
DOS: 5/30/23
Patient was evaluated in OSG’s OrthoFast Urgent Care setting
in ******* ** for an injury that occurred on 5/29/23. The patient was seen for
her LT ankle pain. LT ankle x-rays were taken, and reviewed.
Follow up instructions: LT ankle pain 7-10 days with Sports
Center. Last seen 5/30/23.
DOS: 6/07/23 Sports Center
Another Physician in our Sports Team evaluated the fracture.
A General and Orthopaedic exam was performed, and documented. The Impression of
the x-rays taken on 5/30/23 was also documented in the note. A detailed plan of
care was included in the progress note.
Follow up instructions: Left ankle 2 weeks with Philip
******* **** last seen 6/07/23 by James F*********** **.
According to the BBB complaint #********: The patient states
that had she been informed of the 90-day Surgical Global period on 6/07/23, she
would have followed up with the doctor, instead of transferring her fracture
care to a physician that is closer to her home.
Our OrthoFast doctor followed Clinical Standards of Care, by
referring the Fracture care to our Sports Medicine doctor for evaluation and
treatment.
Our Sports Medicine doctor followed Clinical Standards of
Care for treatment of the non-displaced LT ankle fracture.
Both doctors followed Clinical Documentation guidelines. A
Certified Professional Auditor reviewed the progress notes for the 5/30/23 and
6/07/23 visits for Coding Compliance. The *** and ****** codes assigned by the
providers were appropriate.
Billed by OrthoFast for visit on 5/30/23:
Level 3 New patient visit $203.00
X-ray LT ankle, minimum of three views $118.00
Billed by Sports Medicine for visit on 6/07/23:
Level 3 Established patient visit $137.00
*** ***** Closed treatment of distal fibular fracture
(lateral malleolus); without manipulation $900.00. The 6/7/23 visit started the
90-day global period.
We apologize for not providing the information on the
’90-day Global period’ for Fracture care at the 6/07 visit. Having that
information would have assisted her in making an informed decision whether or
not to transfer care to a different Orthopaedic Surgeon.
At the patient’s request, we will make a fair adjustment to
her account to reflect her inconvenience and dissatisfaction. We will contact the
patient on 8/29/23 to discuss her account.
We have performed an assessment of OSG’s Operational
workflow to determine why the patient was not informed of the 90-day Global
period. This patient should have received an OSG document, which explains what
treatment is included in the Fracture charge. We will forward to the
patient. Staff
retraining will take place.
The Billing staff will receive retraining on how to properly
articulate Billing & Coding guidelines to patients. They will also
participate in a refresher on ‘Active Listening skills’.Business Response
Date: 08/29/2023
Company: Orthopaedic Specialty Group
BBB Complaint #********
Patient complaint was reported because she was treated for a
Closed treatment of distal fibular fracture; without manipulation, and was not
informed on 6/07/23 that the *** **** ***** that was billed, was assigned a
90-day Global period.
The fee of $900.00 would cover the initial fracture
diagnosis, and follow up fracture treatment, excluding x-rays, cast
changes, cast supplies or Durable Medical Equipment.
DOS: 5/30/23
Patient was evaluated in OSG’s OrthoFast Urgent Care setting
in ******* ** for an injury that occurred on 5/29/23. The patient was seen for
her LT ankle pain. LT ankle x-rays were taken, and reviewed.
Follow up instructions: LT ankle pain 7-10 days with Sports
Center. Last seen 5/30/23.
DOS: 6/07/23 Sports Center
Another Physician in our Sports Team evaluated the fracture.
A General and Orthopaedic exam was performed, and documented. The Impression of
the x-rays taken on 5/30/23 was also documented in the note. A detailed plan of
care was included in the progress note.
Follow up instructions: Left ankle 2 weeks with Philip
******* **** last seen 6/07/23 by James F*********** **.
According to the BBB complaint #********: The patient states
that had she been informed of the 90-day Surgical Global period on 6/07/23, she
would have followed up with the doctor, instead of transferring her fracture
care to a physician that is closer to her home.
Our OrthoFast doctor followed Clinical Standards of Care, by
referring the Fracture care to our Sports Medicine doctor for evaluation and
treatment.
Our Sports Medicine doctor followed Clinical Standards of
Care for treatment of the non-displaced LT ankle fracture.
Both doctors followed Clinical Documentation guidelines. A
Certified Professional Auditor reviewed the progress notes for the 5/30/23 and
6/07/23 visits for Coding Compliance. The *** and ****** codes assigned by the
providers were appropriate.
Billed by OrthoFast for visit on 5/30/23:
Level 3 New patient visit $203.00
X-ray LT ankle, minimum of three views $118.00
Billed by Sports Medicine for visit on 6/07/23:
Level 3 Established patient visit $137.00
*** ***** Closed treatment of distal fibular fracture
(lateral malleolus); without manipulation $900.00. The 6/7/23 visit started the
90-day global period.
We apologize for not providing the information on the
’90-day Global period’ for Fracture care at the 6/07 visit. Having that
information would have assisted her in making an informed decision whether or
not to transfer care to a different Orthopaedic Surgeon.
At the patient’s request, we will make a fair adjustment to
her account to reflect her inconvenience and dissatisfaction. We will contact the
patient on 8/29/23 to discuss her account.
We have performed an assessment of OSG’s Operational
workflow to determine why the patient was not informed of the 90-day Global
period. This patient should have received an OSG document, which explains what
treatment is included in the Fracture charge. We will forward to the
patient. Staff
retraining will take place.
The Billing staff will receive retraining on how to properly
articulate Billing & Coding guidelines to patients. They will also
participate in a refresher on ‘Active Listening skills’.Initial Complaint
Date:08/31/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Approximately around April 19, 2022, I submitted to my doctor paperwork for short-term disability. The disability department within this facility completed forms that excluded all of my health information. ******* ******, whom I believe completed the forms, inserted "N/A" for all of the health questions. She also repeatedly stated the doctor did not take me out of work. That is true but she failed to include the important information that was needed for a decision. My forms need to be completed. Ms. C***** should not be allowed to hold in the balance what I may or may not be entitled to.
In March 2022, I met with the doctor for an appointment and he held up my paperwork to be considered for accommodations at my job. I would not have had to endure all the stress and lose my job if he did his job. I'm sure there is no delay in getting paid by my insurance company.Business Response
Date: 09/07/2022
** **** ** *** ********
** **** ** *** ********
** **** ** *** ********
This response is in regards to complaint ID# ********. Ms.
**** ****** has filed this complaint against Orthopaedic Specialty Group due to
delays in the practice completing disability paperwork for her. We take pride in the care that we provide to our patients and take complaints very seriously.
Ms. ****** was seen by *** ****** **** on March 10, 2022.
During that visit, Dr. S*** advised chiropractic care, medication management
and an epidural steroid injection. He did not recommend any work restrictions.
Ms. ****** returned for a follow-up appointment on April 5,
2022. During that visit, Dr. S*** provided Ms. ****** with a work note advising
sedentary work without restriction. This note was for Ms. ****** to give to her
employer. He did not take her out of work. He limited her standing to 2-4
hours, and advised her to avoid twisting, bending or lifting more than 20-50
pounds.
During this visit, Ms. ****** asked Dr. S*** to complete CT
Paid Leave paperwork for her. Dr. S*** does not complete FMLA/Disability forms
during office hours. Dr. S*** sent the paperwork to ***** ******, OSG’s
Disability Coordinator. It is ******* job to ensure that the paperwork is
completed thoroughly and in a timely manner. When ***** received the paperwork,
she called Ms. ****** for clarification. ***** did not feel that the paperwork
was applicable to Ms. ****** since she had not been taken out of work. Jessy
specifically emphasized her inability to complete page 3, questions 1-5. Ms.
****** advised ***** to document ‘N/A’ for any sections that did not apply.
This is exactly what ***** did, per Ms. ******’s direction.
On 4/22/22, Ms. ****** reached out to our offices requesting
an addendum to her previously written work note. She requested a reduction in
lifting up to 20 pounds since she is not required to lift anything more than
this at her place of employment. Dr. S*** completed this task on the same day.
Ms. ****** then called our offices on 5/6/22 requesting to speak with Dr. S***.
Dr. S*** called her back the same day. Ms. ****** was requesting for Dr. S***
to complete an additional ‘accommodation form’ which he also completed for her.
Ms. ****** had follow-up visits with Dr. S*** on 6/10/22 and 8/5/22
(telemedicine). Dr. S*** completed an additional ‘accommodation form’ on
8/5/2022.
Dr. S*** and OSG staff has accommodated all of Ms. ******’s
requests. In the end, Ms. ****** remains unhappy due to the answers provided by
Dr. S*** on her medical forms. She continues to ask for modifications on the
forms that are not medically appropriate. For example, she is requesting one of
her forms to be backdated to 7/14/22 even though she wasn’t seen until 8/5/22.
We will continue to accept Ms. ******’s requests, but if deemed medically
inappropriate, we cannot comply.
Attached are copies of her completed ** Paid Leave form, and
two completed accommodation forms.
Should you have any further questions, please do not
hesitate to conta** our offices at ###-###-####.
Sincerely,
Megan P******* *** **** ***
Chief Operating Officer
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