I rarely leave negative reviews, but my recent experience with the office staff at the Carmel…read morelocation, specifically the woman who handled checkout at my last visit and appears to be the office manager, was extremely frustrating and upsetting.
To be clear, Dr. Howard, the orthopedic surgeon that I've been seeing is phenomenal. I have had two knee surgeries with him, and his care, professionalism, and surgical expertise are outstanding. He is also caring, attentive, and takes the time to explain everything thoroughly. I felt very confident in his care throughout both procedures and my recovery. It is truly a shame that the quality of his work is overshadowed by how the administrative side of this office operates.
Specifically, I was scheduled for my second post operative visit on March 19. Less than 24 hours before my appointment, I received a call informing me that the referral I had originally provided on December 18, 2025, which was valid for six visits, was no longer acceptable due to an insurance policy change that had gone into effect on January 1. This was the first time this requirement had ever been communicated to me.
What makes this especially concerning is that, since January, I had already attended a pre operative appointment, undergone surgery, and completed my first post operative visit. At no point during any of those interactions did anyone identify or communicate an issue with my referral. This was clearly something the office had multiple opportunities to catch and address proactively, yet it was only brought to my attention at the last possible moment, creating entirely avoidable stress.
I immediately contacted my primary care physician, who promptly generated a new referral the following morning. Unfortunately, it was initially faxed to the wrong number, as the correct fax number is not clearly available. By the time I obtained the correct information, it was too late in the day for my doctor's office to resend it before my appointment.
Despite this, I made every effort to come prepared. I accessed my insurance portal, located the referral along with the referral reference number, and printed it out to bring with me. At check in, I was informed that the referral ultimately needs to come directly from my doctor's office using a specific form, but that the printed page I brought would be added to my chart for the time being. I was also told that, given this was a post operative visit, I would still be seen. I appreciated that level of understanding and professionalism.
Unfortunately, the experience at checkout was the complete opposite. The woman who handled checkout at my last visit was not only dismissive, but openly rude, cold, and condescending. From the start, her tone was sharp and unwelcoming. There was no attempt to listen, no effort to understand the situation, and absolutely no empathy. I calmly explained that the referral had already been generated, that I had proof through my insurance portal, and that my doctor's office would resend it the next day.
Instead of responding professionally, she spoke down to me, repeated information in a patronizing way, and treated me as though I had done something wrong. The interaction felt accusatory, as if I were at fault or trying to bypass their process, which was both unfair and inappropriate. What is most frustrating is that this entire situation was the direct result of the office's failure to identify and communicate the updated referral requirement in a timely manner. This was not a patient error. This was an administrative oversight. Yet rather than acknowledging that, the way I was spoken to made it feel as though their mistake was being placed on me. To make matters worse, she went as far as to suggest that my surgery might not be covered because of this issue, which was both alarming, unprofessional and unnecessary. She also refused to schedule my follow up appointment, which is two months out, until the referral is received. The way this was handled made it feel as though I was being penalized for a situation that was not my fault. Instead of offering a solution or even tentative scheduling, it came across as rigid and punitive, adding to an already stressful experience.
Overall, while the clinical care and surgical team are excellent, the administrative staff at check in and check out, who interact directly with patients, are not. The Carmel office in particular feels disorganized, poorly communicative, and, based on this experience, unprofessional in how patients are treated. Patients should not be placed in stressful situations due to administrative oversights, nor should they be spoken to in a dismissive or condescending manner, especially when they have made every effort to comply.
