Complaints

This profile includes complaints for Orthopaedic Specialty Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Orthopaedic Specialty Group

  305 Black Rock Tpke Fairfield, CT 06825-5508

• 

  OrthoFast

  731 Main St Monroe, CT 06468-2872

• 

  Orthopaedic Specialty Group, P.C.

  3101 Main St Ste 1 Bridgeport, CT 06606-4263

• 

  Orthopaedic Specialty Group

  PO Box 6128 Bridgeport, CT 06606-0128

• 

  Orthopaedic Specialty Group

  321 Boston Post Rd Milford, CT 06460-2574

The 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 Issues
  Status:

  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 Issues
  Status:

  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