I had my knee replaced a few months ago at NEOS. The surgery was quick and easy and the surgeon, Dr. Kelly, was kind and professional. My recovery has been quick and much better than I anticipated, due to the surgeon's good work and also because of the amazing staff at the physical therapy practice. I love the general vibe at the physical therapy office. Everyone there is very friendly, helpful and positive even if they aren't your individual therapist. But my individual therapist, Craig, and my PT doctor, Hongshin were both exceptional. They are extremely knowledgeable, but just as important, they were kind, funny, patient and always listened to me. I have had a long history of being mistreated by the medical establishment because I live in a larger body, but I never felt this at NEOS. People treated me like an individual and my recovery was very quick and, although not painless, it always moved forward positively. I highly recommend my surgeon, Dr. Kelly, my physical therapist, Craig, and my physical therapy doctor, Hongshin. read more

I had an appointment that I could not keep and tried numerous times to reschedule. AI Emma was at the switchboard. My identifying information was taken. Emma stated it could not reschedule my appointment. I asked to speak to a human. Was told there is a ten minute wait. Fine. Emma immediately proceeded to repeat the office is closed (it was 10 AM on a Tuesday). "You can hang up now." I went to the office today to try to reschedule and was informed I have to CALL to do that. I proceeded to describe my experience from the previous day and suggested maybe they should contact IT or the AI provider because the system obviously is not working properly. My suggestion was met with indifference. And she repeated the only way to reschedule was to call. I was simply trying to reschedule but also help. I hope AI Emma doesn't eventually replace the indifferent human with whom I spoke. The confidence in AI Emma's voice when she said, "you can hang up now" was unprecedented. I am leery of what to expect if I follow through with my referral. read more

Yesterday I had an appointment with Jessica Drenga for a recast of a broken wrist. She ordered another X-ray and recast the wrist. She sat and explained the X-ray to me. She took time and answered all my question. Very professional and caring. Rescheduled a new appointment in 2 weeks. A great addition to the practice. read more

This is what they do. À well oiled machine for quality orthopedic care. I've had two knee replacements thru Neos, very happy with process and results! read more

Cannot ever get a response or appt. Ignored a catastrophic injury for weeks. Rude poor triage staff no way to make an appt. online.

I called 4 times to try to make an appointment. The first time it was during their hour lunch. The other 3 times I was on-hold until something picked up and said they were Emma. I realized after answering a couple questions that it was an AI receptionist. It said it couldn't help me with the thing I was calling about and offered to transfer me to a receptionist. The 2nd and 3rd time I called I said "speak to a receptionist" as clearly and loudly as I could and ALL 3 TIMES the phone disconnected before I got to anyone. When I finally got through, their next available appointment, despite having a referral from my doctor, was in 2 months. How are they the biggest orthopedic group in the area??? read more

On February 10, 2026, I received an injection of cortisone to decrease the amount of pain in my shoulder and arm. My Primary Care Physician had opined that the rotator cuff might be the problem, and that cortisone might help. Within hours of the procedure, the pain was gone! Yesterday, on March 29, 2026, while visiting my wife in her hospital room, I leapt from my chair to prevent (successfully) a table from falling over and caused excruciating pain in that shoulder. My phone call to N.E. Orthopedics today confirmed my suspicion that it was too soon for a follow-up shot, but I was dismayed to hear that their company might not want me to return. Frankly, I was so shocked to learn that information that I merely hung up without seeking an explanation. read more

This review is not so much about the surgeon, the anesthesiologist or their nurses. They were all ok. My 5 star review is for Reena Paradis. She was my intake medical person. She is the clinician who goes over your health history, monitored vitals, places IV (ect) and basically stays with you during the surgery prep. I was confused about the hand procedure to be done and the type of anesthesia to be used. I understand this was discussed during my consult and the time allowed that day was for the surgery. The surgeon, albeit professional, made that perfectly clear. This was a case of miscommunication. But I felt unsure. Reena zoned in on how I was feeling. She has that unique skill of connecting with the patient and it was Reena that reassured me. Staff such as her are special. Also a "shout out" to the ladies at the surgical front desk. They were lovely! read more

This is a comment about the treatment that I received at the NEOS Physical Therapy office in Ludlow! Ma. i had shoulder replacement surgery in February and am recovering well. At my second appointment at the Physical Therapy office a heat pack was applied to my shoulder for 10 minutes. The rest of the appointment proceeded as normal with exercises. That evening I felt some wetness on my shoulder. As I examined it more closely, I had a 3 inch burn spot with large blisters draining. I returned to that office the next day and was told that such a burn had never happened before. I then proceeded to the Urgent Care office and was diagnosed with 2nd degree burns. I was prescribed an antibiotic cream to apply for the next 5 days. So not only am I dealing with the pain from my surgery, I also have to suffer with the pain from the burn. I will never allow any therapist to apply heat during my treatment. read more

I was informed today that NEOS, by choice, is no longer a Workers' Compensation provider, albeit their web page says that they are a provider. I have been treated by NEOS for many years and have always received excellent care. Their withdrawal from workers comp will be a loss to the community at large. John Laneve read more

Dr Luber is a great surgeon. I have had many surgeries on my shoulders in the past and I am quite satisfied with the outcome.

Do your research before getting treatment! Did you know cortisone shots can cause confusion, delirium, memory impairment, slowed mental speed etc. This is especially true for elderly patients with dementia. This information was never shared with me. My mom received a cortisone shot, she has in the past, but she has good days and bad days so I never correlated the shot with her confusion until this one. The change was so significant it brought us to tears. We are hopeful that these impairments are temporary (as the google search suggests) and that we'll get mom back soon. :( read more

My experience with NEOS has been nothing short of exemplary. Drs. Burns and Chandler are both professional and friendly, at the same time. BOTH of these fine surgeons are a credit to orthopaedic medicine. At every visit to NEOS, we were made to feel comfortable, focused upon by our surgeons and treated with courtesy, dignity and respect by the entire staff. These are good, friendly, ptofessionals in every regard. I won't go anywhere else for orthopaedic care and treatment. FIVE STARS aren't enough! ******!! read more

I need a shoulder surgery so I made an appt with Dr. Jenni Garver, I waited 4 weeks for it, the morning of the appt they cancelled. I made a new appt, waited 2 weeks for it, took time off of work and drove the hour for my appt to be told at the desk that "someone" had cancelled it (no apology, the person couldn't have cared less). I was frustrated but I need this surgery, I am in pain...I made yet another appt to try to see Dr Garver. it was scheduled for tomorrow morning, I waited 3 weeks for it, guess what? At 7:30 tonight they cancelled my appt! I am so done with them. I have wasted months trying to get into see this doctor. The office is the dirtiest physician's office I have actually ever seen but NEOS Springfield is the only game in town. Now I'm not sure what to do but I do not trust them cutting me open! Stay away from them. read more

The care is good Office experience ok It's medical records that I'm having big problems with It's now done by a third party You have to scan and send everything to them Then you have to pay them 56.50 to fill it out This is such a bad idea Needless to say the person doing mine screwed up the whole thing and not getting paid by Aflac This should be illegal Or at least have a competent company do it The person doing mine can't even read I thought with modern technology things would be easier Wrong Now I have someone playing god with my records and holding up my money I should have had weeks ago This is totally unacceptable read more

Recently I had an appointment with Mr. Timothy Rice, PA-C at New England Orthopedic Surgeons 300 Bernie Avenue Springfield, MA. I asked Mr. Rice a question regarding my previous appointment and the future need for surgery. His response was insulting and judgmental. I explained my reason for the question and this unprofessional PA-C answered my question with "do you want surgery for the sake of surgery. "I was stunned and taken back by his attitude and his unnecessary animosity. He said that my questions were only allowed in a "clinical consultation." I had no idea that this was Mr. Rice's requirements. At this time, I was extremely confused and upset so I asked to move on with the appointment and get my injection. I then said I was very surprised by his unexpected attitude. He abruptly , without providing proper notice or an explanation, walked out of the appointment He, in essence, refused to provide care. I was extremely upset and very distraught. I spoke to a clinical supervisor who tried ,but was unable , to reschedule my injection for that day . My appointment was rescheduled for a week later. Mr. Rice was confrontational and pugnacious. I have not heard a word from New England Orthopedic Surgeons. I have had nothing but wonderful experiences at New England Orthopedic Surgeons. This amazing facility has superior health care. All staff have been attentive, kind, and welcome questions without judgement. I am a Senior, in my 70's, and have never experienced such a hostile medical professional. This rude and extremely unprofessional person, hopefully, will be reprimanted. read more

I recently visited the Urgent Care at NEOS and was given a time to return in the afternoon. The provider I saw was nice and professional. She listened to my concern, gave me a script and a followup appt. read more

My experience with Drs. Luber and Aljasar has been excellent. They listened to and took my concerns seriously when planning my treatment. This required an extra appointment and changing the schedule and location Which the staff managed right away. read more

I'm writing about an appointment I had with Michael Cavanagh, PA-C, of NEOS, in the East Longmeadow Office. I have a chronic shoulder injury that is very painful at times. This was the second time that I was seen by Michael Cavanagh, PA-C. I explained my symptoms and asked some questions. He didn't go into any details just spouted off medical terms. I requested that a cortisone shot be injected into the injury site. I asked that it be placed in a specific place. After being told that it wouldn't be a problem he then tried to inject me in a different spot. I commented on this and he becomes angry. He was grinding his teeth and berating me. He told me that I knew nothing about shoulders and that he would not treat me. I told him that he was overreacting and that ultimately it was up to him where he placed the injection. But he told me to leave immediately and that the ext was "on the right". I in no way deserved to be treated this way. I am going to file a complaint with whatever necessary parties. read more

The staff goes from awful to even worse. I've had problems with my replaced hip hurting more than the hip that's waiting for surgery - 10 months out from surgery! They did an x-ray to see if it's infected - it's not - and i received NO further help or advice after that. I tried for over a month to schedule a pre-surgery appointment with my doctor. I called repeatedly - they never answer the phone, it's always a bad time for them - and left a whole list of dates that i can be there, dates when the doctor confirmed he is at the office. I asked them to pick an open date and time and assign me an appointment to avoid more phone tag. No go. All i got was another empty call telling me to call them. I called and called. No appointment, just the same message to call them every time. I wrote to my doctor and he confirmed that he has time he can fit me in on some of the dates i offered for an appointment. I called the scheduling line back again and told them that the doc says he can see me on one of these Tuesdays - and still nothing. I decided to leave after being treated rudely and neglectfully by staff on a repeated basis. I was given false information about the costs of my surgery, then ignored when i complained. I complained about the staff being racist, rude and neglectful, and i was ignored. During the pre-surgery interview, the PA was beyond rude and blatantly hateful - she refused to answer ANY of my questions or concerns about the surgery, she would only robotically read off the questionnaire i had just filled out and ask me to repeat my answers. Then she walked out without answering any of my questions. It goes on like that. I requested my medical records and this idiot on the phone was telling me that my ID number can be fake, but somehow a photo cannot??!! What century is that person living in? Meanwhile, the ID number and personal details on your ID are what can be verified. They refused to give their name, then hung up on me. Folks, you have a legal right to your medical records, so long as you pay the fee. Refusal to surrender records is an act of illegal non-compliance. I called the main office to speak to the Client Relations person, Kerry ( i guess, no one spells names there). After 20 minutes of being on hold, i was transferred to an answering machine. I've tried that route before and only received an empty letter that resolved nothing - after about a month - and then no response when i called to talk about that letter. This is their routine. read more

New England Orthopedic Surgeons. I've been in chronic pain for years and finally found a medication that helps. "Dr." Hailey agreed to keep me on it during the appointment but changed her mind later without discussion. Extremely disappointing. "Doctors" that don't care about the pain their patient is in shouldn't be doctors. read more

Called for an appointment and gave my information. I was told I would get a call back in 24-48 hours. I did not and had to call back repeatedly over the next few days. I finally got a call back just to be told they don't have time for an appointment and to call somebody else. read more

My pt doctor Kristen Larson thinks it's ok to talk about her skewed views about politics and her anti mask stance to patients and was working sick coughing and sneezing all over me several weeks ago. I have autoimmune conditions that make my immunity very low. Kristen knows this but we're still working sick. It's not OK to cough and sneeze all over me and then make me so sick because of her selfishness I wanna make sure that this gets reported to the person who is not only the office manager of Neos , but the corporate, Dr Mino. read more

Dr. Devon Walsh misdiagnosed my condition and referred me to a rheumatologist. After months of waitlists and tests the Rh told me that I did not have arthritis as Dr Walsh had said, but a major orthopedic injury that required 2 surgeries to fix. I went to NE Baptist Ortho hospital in Boston and had a great experience. I'm still rehabbing but Dr. Walsh's mistake added months to my pain. read more

I do not recommend this Doctor or staff. I found them rude and non empathetic. A word of advice to them is to be aware that your patients myself included are in terrible discomfort and are not in the best of moods. I have never been to an orthopedic exam before where the doctor never comes near me and does not instruct me to attempt any movements. The Dr treated me as if I had secret motive to get pills, as she proceeded to lecture me on how I should not expect to be having pills prescribed to me for years and years to come. In summary the experience was a total waste of time and I felt abused by the rude staff. read more

I have thus far 3-4 Doc's at NEOS. While they each have their own specialty, Sometimes I wish I could perhaps 2 in one day. This would mean so much to me as currently I am not driving. My all over pain is debilitating!!!! Hope some of this helps Heidi read more

terrible customer service they are only interesed in your money nothing else. they never answer the phone and when you leave a call back they never return your calls and to add to insult the front office staff and nurses are rude and condescending. If you have a choice dont go here. Find an office that acually cares about its patients read more

Dr. Cowan is personality-less. That's ok, but not to be so reserved that you must keep asking questions to see if he's still alive while scrolling through records/imaging. Regardless of this- I had my ACDF surgery with Dr. Cowan, and it seemed to have been successful until I had a car accident which caused a major setback. The car accident was 2/15. I was in significant pain and couldn't get in to see him [or PA: Hailey] until the first week in April. X-ray showed a crack in my hardware, and Hailey wanted me to get a CT scan and see Dr. Cowan as she was unsure if my neck had fused. Very concerning that she did not know that. I met with Dr. Cowan the last week in April. My pain had exacerbated by then, and relaying those concerns to the back of Dr. Cowan's head was disconcerting. He prescribed prednisone and PT. I didn't last long on either - one made me sick, and the other worsened my pain. I called the office 3 or 4 times and spoke with Judy- where I shared that I had continued pain and challenged breathing. I asked to see the doctor asap and was thwarted each time. Our last interaction was to call me back and refer me to Pioneer Sports [worse place ever] for neck injections- no conversation or understanding of the treatment plan from Dr. Cowan. And I couldn't get in to see him until late June. And still, I am in pain and have not been offered anything to help with that pain. I do not take narcotics- so I wasn't looking for pills- but options promptly. I still haven't had my injections, as they can't see me until 8/1. I attempted to take matters into my own hands and looked to a holistic approach - acupuncture, CBD, cannabis. It helps, thank God. I then was told my appt needed to move to accommodate Dr. Cowan's vacation. I had my appointment - I was having an awful pain day. I was disheveled and couldn't prepare as I usually would because of the pain. If Dr. Cowan actually would ever look at me, he would have seen the difference in me from the last time he saw me. Beth, his nurse, scolded me for not contacting her during the past 2 1/2 months, letting her know I was in so much pain. I told Judy- Judy didn't care. Beth had never given me any phone number to reach her directly. Then she went on a diatribe about how overwhelmed they are and why appointments are so far out. The new MD left NEOS and left his patients, apparently- so Dr. Cowan is the only spine surgeon. Times are tough; I get it. I don't care. Beth was so unprofessional in sharing all that. Having your spine in the hands of an overworked spine surgeon is not a great feeling. I had another back-turned-to-me appt until he decided to do the grip thing and feel my feet, etc. I asked how he could help me with my pain- his answer was "narcotics." I am 5 years sober. I have been clear that narcotics are not in the cards for me. I was so defeated that I just stopped talking. Beth came in and said they wanted to do an MRI of my lower back- as that is also an issue for me. Interestingly enough, I had an MRI of my cervical spine before surgery, but not one after having a major car accident and exacerbated pain and symptoms from April to Mid July. Beth gave me her direct line if I needed anything- it would have been great if it didn't go to another person altogether. The funniest [not really funny] part is his notes from that last visit- he said my vitals were taken [they were not] and had someone else's vitals, copy and pasted observations of my appearance and observed movements [getting up from chair] from a previous visit...Standards of Care? None read more

My daughter has now had two surgeries with two different surgeons at NEOS, and both were excellent experiences. I did research on the Drs, I have a relative in the field and I got excellent reviews of them back. They seem to have only very high quality people. Dr's, PAs and staff are all efficient and professional. Front desk operations are perfectly fine, all concerns are dealt with at the time, I've always been impressed. read more

My husband was referred to NEOS. He seen one doctor there was not comfortable with him and asked to see a different one and staff refused him to see someone else in the practice. They claimed it was against their policy. Apparently people do not have a choice of whom they see there for a doctors. A very uncooperative staff who do not take the patient into consideration. Clearly not a great place to go. Beware and do research before you accept the doctors they give you upon appointment. Not even worth a star but cannot post unless you give one. read more

ATTN: Manager....You need to hire more people to answer the phone! I called twice in last week....Waited 30+ minutes on hold, no one picked up. Left my phone number for a call back and 3 days later no return call? This happened to me a few years back when I tried to reach your office. Horrible customer service, not sure how you stay in business? I hope someone reads this message and makes changes in your office? Sad way to do business. read more

Finally I received a call from the supervisor of the record dept. Concerning my possession of medical records that were another patient's given me 8 months ago while picking up my records.all my phone calls fell on deaf ears.that is a major violation of the hippa laws.you might have thought that I was the guilty party.i was bluntly told I could do two things ,either return them mself or shred them.now it seems to be important!! They have given me the choice.i am not obligated to do anything for them.who do they think they are telling me what to do.until new england orthopedics informs me that they have indeed notified the patient and have dealt with their rude behavior ignoring this matter they can eat their hats!!! read more

The surgeon I had was amazing but the physical therapist that I was stuck with in Ludlow was very cold, unfriendly, self consumed, insecure, impersonal, & bore a patronizing air of superiority. Rarely offered was even the slightest smile or pleasantry unless by accident or in condescension. This person dismissed verbal engagement in any form other than what was absolutely required. My impression was that this PT's personal life wasn't going well and/or that they absolutely resented being assigned to "disgusting" older, ailing people. What their real or imagined problem was is beyond me. Depression? Social anxiety? Resentment? Anger? The bottom line is, a person like this just does not belong in the hospitality industry. If you know the staff then this description is enough to clearly identify the particular staffer that I am describing, because the rest of the crew was FANTASTIC by all measures! Good luck avoiding this poisoned apple! read more

If I could leave a zero, I would. I was "dismissed" from the practice last week, after nearly twenty years of being a patient (since my early teens), after dropping an "f" bomb in front of Peter Michaud, PA (shoulder), following a cortisone injection that made me (1) faint and (2) left me in such severe pain that previous episodes of such pain required IV steroids and morphine to calm. At no time was so much as an ice pack offered. I sent a note of apology to him the very next day for my slip in language (which I wasn't even aware of until my mother, who had come with me to the appt, which was scheduled with a spinal specialist and not Michaud, who came in as a consult), told me. I recieved the letter, via certified mail, the following week stating I would no longer be treated for being "verbally abusive". Twenty years. One swear. While crying in pain. Thanks, guys. read more

I would give the Physicians Assistant 5 stars and the Dr 4 stars. However, I have been to this office 3-4 times, each time arriving the requested 15 mins before my scheduled appt. I can't remember wait time of 1st visit, but 2nd visit I was there for about 1 hr 45 mins before I saw the dr and today the PA didn't see me until 40 mins PAST my appt time meaning I was there almost an hour waiting. Truly disgusting to tell people to arrive early when clearly they're not able to keep their end of the appt. Over scheduling seems to be a serious issue. And it seems my wasted time isn't cared about at all. So two stars is generous only because PA was great, otherwise I'd say no stars. read more

I've never had any issues coming here. Dr. Sklar is always wonderful he has the best personality. I like that they offer PT on site. The building and parking lot is always active. read more

The doctors perform surgery well, and there are a few good nurses, but here's the problem - everyone else, as in the people you need to deal with most. Between messing up appointments, the rudeness, the lack of general common sense, and the waiting.... waiting over an hour to be seen (they're never running on time) AND waiting on the phone. There's never been a time I've been on hold less than 15 minutes. Occasionally, I'll be on hold that whole time and then when I reach a human, they either transfer me to the wrong person or hang up on me during transfer. Other examples of why they get one star; - Standing first in line for rehab for 7 minutes before any of the four people chit chatting behind the glass or the person at the desk facing me acknowledge my existence, then acting like my being there is an inconvenience to them. - Incorrectly billing . - Telling me papers are ready to be picked up but then nobody knows what I'm talking about when I get there. - Messing up my appointment time which caused me to wait an hour and a half and miss another appointment elsewhere. - Never returning a call, including for pre and post surgery. - Prattling off a list of do's and don'ts and expecting you to memorize it before they rush off to the next person in the deli line. - Waiting for the people at check-in to finish catching up with each other's personal lives before they can get around to checking you in. - Rescheduling appointments because they messed up insurance. - Not getting you in soon when you have an injury, and seemingly not caring about it (generally, most are not compassionate it seems). Those are just a few things off the top of my head. Honestly, it's a cluster&#^% there, and they need to get their office in order because they are not the only orthopedic specialists in town (seen that big Mercy billboard?). And guess what - all this time I've been writing this review, I'm on round two of being on hold, going on almost 14 minutes now (plus the 15:20 the first time = too much wasted time)..... read more

Dr. Nichols has been working with me for the last 6 mos following a motorcycle accident. She has always been respectful, considerate, & sensitive to my needs. I have also seen Dr. Burns and he, too was very receptive and instilled confidence. Nurse Diane has always taken care of me. Even the X-ray techs have been kind & professional. The office staff has been accommodating with appointment times and phone follow up has been meticulous. I have had trouble with hold & wait times, but they are a very busy office and that is because they are good at what they do. Looking at my X-rays I can see the masterful work that has been done for me. I'm glad NEOS is around as they have saved my leg twice. read more

They fit me in for urgent appt, which probably made Mr. Rice late for his patient but I so gratefully say THANKYOU! I called a Doctors office up where I live and was offered an appt 10 Days from now. I then went to ortho urgent care at Hampshire Orthopedics and was told they would not see me as I didn't have a fracture! I reviewed the website before driving there and met their criteria. My left knee ( which has a 13 year old TKR in it, was acutely swollen and severely painful when I walked on it! Only he was twisting a bit when I stood up! My husband called NEOS as I was really upset. NEOS fit me in four hours later! PA Tim Rice saw me and I had outstanding care! read more

I was referred physical therapy New England Orthopedics (NEO) by an orthopedic surgeon at NEO. I called and left a message. I never heard back about the referral or in response to my message. I called back after a week and the woman at the PT office said they don't accept my insurance. This is especially frustrating since I changed my insurance to be able to see my orthopedic surgeon at NEO but NEO PT won't accept the same insurance. Either way, a call back doesn't seem like too much to ask. read more