All-Star Orthopedics — Local services in Austin

Please see my Yelp Review, as this site will not let me add enough characters. Here's the abbreviated version:

I cannot warn people enough about this place. I never write reviews unless a place is outstanding and deserves 5 stars, but I would shout about this on the roof tops if I thought it would make a difference in just one patient's life......

Some background, I am a Registered Nurse with an extensive customer service background....

In 2015 I was overcharged and told I was owed money. Not only did I never receive that money, I was just told (March 2017) that I have a balance in pre-collections from 2015. Although the office has my correct address, somehow Billing didn't so I do not have the statements. In the many office visits I have had since 2015, INCLUDING SURGERY, not once has anyone brought up the fact that it shows I have a balance.

This one is tough for me, because I know that people are human and we all make mistakes. My first post-op visit after surgery I was told that I might have an autoimmune disorder because of all the scar tissue in my shoulder. This was the surgeon's assistant of sorts (not sure what her credentials are). After leaving my husband and I in the room for about 10 minutes while the office looked for some lab work, my husband had to keep me calm about this impending diagnosis. You see, my aunt had Lupus and I was recently diagnosed with a thyroid condition in which my own body was attacking my thyroid. Until this moment, I was told it was isolated to my thyroid. I was so scared. Then the surgeon came in, laughed it off, and said that the assistant was thinking of a different patient. Like I said, people make mistakes. In this case it was a happy mistake for me in the end, but it does not take away the unnecessary fear I felt in those moments.

My surgery was October 2016. I had a high deductible plan so after I reached that deductible, I was supposed to pay 0%. I had spent so much money in physical therapy (prior to surgery), office visits, imaging, and injections, that the quote I received for surgery would only actually cost me another $400 or so. I was assured that this would be the ONLY cost for the surgery, including follow up visits. It is March of 2017 and I just received a bill from Austin Surgical Assistants for $77. That office told me that it is up to the surgeon to tell the patients prior to surgery that assistance might be needed by the surgeon, in which case there would be an additional bill that would probably be considered out of network.

Maggie in billing - not so helpful, and is the one that told me and argued with me about money owed and in pre-collections. MJ, so far, has been the biggest help. Even though she does not do billing, as far as I am aware, she has taken responsibility to try and get everything figured out.

I don't enjoy throwing people under the bus. This does not feel good to me. I just feel so beaten down by the whole process, mistakes, and lack of customer service, that I feel like the word needs to be out there. I care about my patients and will do everything I can to make sure they do not ever feel this.

p.s. Two other items to note. My return to work was delayed due to 1) Staff saying they would do something and not doing it; and 2) The return to work paperwork filled out by the surgeon's office stating I had surgery on my left shoulder when the surgery was on the right.

Hope this helps someone.

3/28/17 Update: Although I will not be going back to this office, MJ and Maggie seemed to have worked out the issues. I appreciate their time and hope that the office can get an experienced manager who's priority is...

I have been under Dr. Hyde's care for the past seven months, and I feel incredibly lucky to have found her. From my first call to schedule an appointment, it was clear I was in good hands. The front office staff was outstanding—he asked several detailed questions about my condition, something I hadn’t encountered with other medical offices. This showed the expertise and professionalism of both Dr. Hyde and her team.

Dr. Hyde is truly an exceptional orthopedic surgeon. During my first visit, she took the time to carefully listen to all my questions and provided a clear diagnosis and treatment plan. She even sketched the anatomy of my ankles to help me better understand the issue. The time and attention she gives her patients is remarkable—I left feeling as though I had understood the knowledge to perform the surgery myself.

Scheduling an appointment is easy, and the check-in process is quick. The waiting time is excellent, and both the receptionist and medical assistant are always friendly and helpful, making every visit a pleasant experience. Her office is conveniently located with ample parking, making visits stress-free.

The quality of care I've received has been outstanding, and I highly recommend Dr. Hyde to anyone seeking a dedicated, knowledgeable, and compassionate...

Been here three times now, twice for minor procedures, so I feel like I have a well-rounded feel for the place. The entire office is wonderful, front staff to back. It's small, because it's Dr. Hyde's clinic when she's not in surgery. It's a nice kind of small. Very personable. Never forced or cold-feeling. Dr. Hyde is a surgeon. She was raised by a Colonel in the Air Force. She tells it like it is and expects things to be done a certain way, but she's always kind. Not "nice." Kind. There's a difference. I'll have to have my knees replaced at some point sooner rather than later, and I will 100% choose Dr. Hyde if I have that choice. Her staff clearly love her. That says a lot. And, the staff is tops. Also very kind. Cool under pressure. Generally likeable yet professional. I cannot recommend this...