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    All Star Physical Therapy

    3.4 (5 reviews)

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    4 months ago

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    3 years ago

    I was referred by my insurance to go here, after 2 weeks trying to appointments no one's answered the phone. How is this company standing???

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    Arrowhead Orthopaedics - Redlands - Knee injection

    Arrowhead Orthopaedics - Redlands

    2.8(266 reviews)
    0.6 mi

    Careless, Lazy Front Office Staff Lost You (Another) Patient…read more Referred by Kaiser. Had a consultation with a surgeon who was OK, but nothing special. Given a business card to call 'Stephanie' to schedule surgery. Called and left VM and the call was never returned. NEVER! Later, called to speak with someone to schedule surgery and they never picked up the phone. 'You are number 1 in the queue...' Nope, no one picked up. EVER! That did it. I'm done.

    There are way too many moving parts and not enough communication. Of the seven or eight…read moreappointments that I have had to have there leading up to my knee replacement and postop at least 4 to 5 of them ran almost an hour late. I saw different nurses two different PAs and my orthopedic surgeon who don't seem to communicate well with each other. During a pre-op appointment, I was asked a number of questions about my surgery, including do I have a metal allergy. I stated I was allergic to nickel. (The hospital where the surgery also asked me a bunch of questions where I stated that I was allergic to nickel) When the doctor came in to see me in the morning of my surgery. He asked me again, and I stated that I'm allergic to nickel. It wasn't on the chart anywhere and my surgery was delayed because they had to get a different knee replacement from somewhere else. During the appointment where I scheduled my surgery, I was told that my prescriptions for after the surgery would be called in ahead of time so that I could pick them up early. This was not done. The day before my surgery I called my pharmacy to see if it had been called in yet and it had not. I called arrowhead orthopedics and it is impossible to speak to a human so I ended up leaving a message. My prescription was never called in. The day of my surgery I was not allowed to be released from hospital until they knew I had prescriptions. They finally reached my doctor at 9:30 at night to call in the prescription and my husband had to pick it up at 1 o'clock in the morning in a bad area of town. During the appointment where my surgery was scheduled and my pre-op appointment, I was asked if I had a walker at home. I stated that I did not, and was told that they would order one for me. This was also not done and I was not allowed to leave the hospital until I secured a walker. Thankfully, the hospital physiotherapist worked with a case manager who spent two hours on the phone with my insurance company to get me a walker. I was finally able to leave the hospital at almost midnight (had everything been taken care of I would've been gone by three or four. At home, I was not given any postop instructions from my doctors office. I didn't know what to do about the stocking on my leg or whether I could shower or anything. No instructions were sent home. Just some from the hospital. I had no postop scheduled or physiotherapy scheduled. I was told that I should begin physiotherapy 3 to 4 days after surgery, I wasn't able to start until eight days after surgery because arrowhead orthopedic staff did not get that taken care of, and I didn't even know where I was going or who to call. With messages in the Healow app, I was able to find out that my postop appointment was scheduled for June 30 at 10:40 AM. I went to that appointment and was told that it wasn't in the calendar and never had been and that my actual appointment was two days later. I checked my Healow app calendar history and indeed it was there, but got canceled I guess. And it said 1020 instead of 1040. Staff at the counter, stated that she would check with the PA to see if he could fit me in his schedule this morning, and she came back to me and he was able to fit me in. Thankfully, they took me back quite quickly, so that was quite impressive. When I said to him, thank you for fitting me in, he had no idea what I was talking about. Between seeing my doctor's nurse, two different physician assistants and never being able to speak with a human being because of their automated phone messaging service. It is an incredibly frustrating experience. I understand that my orthopedic surgeon is very busy and it makes sense for him not to take every appointment and have his physician assistant do that, but they need a much better system of communication . They use the Healow app, but even the Healow app isn't great because no matter how many times I try to add it as another account on my Healow I have to sign in every time. In the end, the surgery itself went very well, so as far as quality of service and results I anticipate a full recovery and I'm quite happy with my knee replacement so far. I have spoken with others who have had the same doctor and they have all been very happy with his work. Arrowhead orthopedics just seems a little bit too big for its riches and doesn't have good communication in place between the departments and staff. I'm not sure that I will go back for my second knee replacement. This experience right now is a little too fresh.

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    Arrowhead Orthopaedics - Redlands - Knee injection

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    Knee injection

    All Star Physical Therapy - physicaltherapy - Updated August 2026

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