Orthopaedic Institute

My first review on ¹²⁄₂₁ of 5-​stars was accurate regarding the urgent care location in manasquan. I can’t find the freehold location on Unilocal so I am updating my review according to the experience I had there.
When I had gone to the urgent care I had an awesome experience, so much so I made an appt w/​one of the doctors at the freehold location for today ¹²⁄₂₃. Upon arrival the receptionist immediately responded with an attitude, I figured I’d cut her some slack bc they seemed busy. I wrote my name down on the sign in sheet and was called a few moments later, at this point she stated I needed a referral… however, no one had stated that to me at their urgent care location AND when they called to remind me of the appointment no one informed me then either. It is new insurance under Obama Care and I had no idea I needed any referrals bc it said nothing about it on the back of my card (like it usually did before), so I assumed I did not need a referral. Instead, they wait til I drive all the way there to tell me this. they told me I could have my primary fax over a referral. I called my primary unfortunately they were on lunch until 1pm and my appointment was at 11:30am. so that was a no go. The receptionist asked her manager or whoever she was who was not understanding at all to the situation after I had explained I was in excruciating pain and had waited long enough to get in to see someone and couldn’t wait any longer. They told me there was nothing to do except reschedule… I informed them there is no way I can wait too much longer bc I am in too much pain. receptionist called and said earliest appt would be Jan 6^th. Again I reminded her of how much pain I am in and that I could not wait that long. I then requested to have a copy of my X-​ray that had been taken at the urgent care 5 days prior. I got even more of an attitude like I was putting them out when really I was the one being inconvenienced. Finally after waiting some time I got the disc of my X-​ray and left.
I don’t know, maybe I am wrong, but a doctor’s office is like a restaurant. the customer is always right. even if it had been my fault for not checking about a referral it was a complete accident. and I feel as though it is their responsibility as well to inform me of such issues before making me travel all the way there for no reason. Even after telling them how much pain i was in. almost in tears bc of it, the receptionist and the manager did not seem to care whatsoever. They just continued to give me attitude like I was the one acting absurd. all I wanted was to be seen to take care of this pain that I have been dealing w/​for over a week. They could have tried to squeeze me in somewhere, or had allowed me to see the doctor and they could have called my primary while I was in with the doctor or after my appointment. there is a specific phone line for doctor offices to get through even if some place is on «lunch break».so they could have gotten through and gotten the referral if they had actually cared about me and knew the importance of my appointment. It is my understanding that doctor offices should show empathy and do their best to accommodate and help the patients out, especially when they see the patient is in so much pain and can’t wait to be seen. NOPE. not this place. maybe the other locations would have been different, who knows. this review is based off of the Freehold location 3499 Rt. 9.
Not to mention the holidays are this week so any attempt I made at trying to find a diff doctor to see in the next couple of days was impossible. so bc of this screw up at their office, I had to go to the ER and am going to be stuck with an enormous bill. I am just not happy with how they treated me as if I was a piece of shit or as if I didn’t deserve any help or empathy. It really sucks because the doctor could have been really good and helpful, but now I will never know. I’m not saying not to go there bc someone else’s experience might be different, maybe they were having an «off» day, but after what happened to me today there is no way I trust giving them a second chance. not unless they plan on getting new office staff that acts appropriately to patients.