The Miami Institute for Joint Reconstruction shows a polarizing reputation among clients, with significant attention drawn to their customer service experience, which heavily influences overall satisfaction. The reviews reflect a mix of encounters, with some patients praising the institute for their professionalism, effective treatments, and the expertise of the doctors, such as Dr. Herrera and Dr. Pino. In contrast, there are strong sentiments regarding the inefficiencies of the support staff, particularly the front desk and billing departments, which are often described as lacking respect, having long wait times, and demonstrating poor communication skills. Patients mention that despite the appointment system, they frequently endure excessive wait times and occasionally receive swift, impersonal attention from the physicians. Moreover, the complications in obtaining refunds and the alleged disengagement of some doctors in discussing treatment options add to the negative experiences. These critiques highlight a definite room for improvement in customer service and operational procedures to align with the medical care quality that some patients report.
Positive impressions stem primarily from interactions with specific doctors and the medical care provided by the institute. Patients commend physicians like Dr. McCarthy for his dedication and motivation during recovery processes, Dr. Pino for successful surgeries, and therapists for their professionalism. Additional praise is given to certain staff members who have shown compassion and provided substantial assistance, like Marina, Betty, and Melissa. The institute's ability to handle complex procedures, the depth of specialization among doctors, and the quality of medical outcomes where patients regain function without pain constitute the major highlights. Additionally, some patients appreciate the recognition and personal attention they receive upon arrival at the institute, indicating a level of familiarity and care from the staff.
Negative reviews mainly pinpoint administrative inadequacies and a perceived lack of patient-centered care. A recurring theme is the inefficient management of appointment timings and the associated long waits, despite scheduling. Front desk staff have been described as disrespectful and communication via telephone as highly challenging, with lengthy hold times being the norm. There's dissatisfaction with some doctors as well, described as 'five-second doctors', who allegedly neglect adequate patient interaction and fail to communicate effectively about treatment plans. The billing process is another sore point, with complaints about erroneous charges and delays in processing refunds, exacerbating the frustration. Such administrative hurdles detract from the patient experience and overshadow the clinical excellence reported by some.
Several reviews suggest that there can be considerable wait times despite having an appointment. It may be beneficial to schedule appointments early in the day and to prepare for potential delays.
Feedback about the staff is mixed, with some patients reporting negative encounters with front desk and billing staff, including long hold times and lack of respect. However, others have had positive interactions with medical assistants and the support staff.
While some patients have faced challenges with administrative support, there are also reports of staff like Marina, Betty, and Melissa providing helpful assistance. It is recommended to get direct contact information for your doctor's assistant to address any issues more efficiently.
