I'm a long time ONE patient. I used to love this practice. Warm, helpful staff from registration to the nurses in the office and highly skilled surgeons. 3 years ago it started to shift. Rude, cold, registration, longer wait times, lack of response from repeated calls for things like refills on meds and assistance with obtaining disability forms. Not great, but okay... still the most talented and top-notch surgeons.
2026: No customer service at all. Use the kiosk to sign in (try that with a broken right arm when you're right handed). No exceptions. You stand in line and are greeted by a stand and computer screen. Need short term disability forms? Do it yourself thru a 3rd party. Get money elsewhere first! It will take 5 to 6 weeks for them to file anything. That meant 6 weeks of no pay for me. Oh! And you get to pay for your forms to be filed. If there's an extension, you pay again. All without any pay. Need help from Customer Service while trying to file all of this by yourself? Forget it!! There's nobody to answer the phone. Leave a message. They promise one business day response. 2 messages and 4 business days later, still no response. Even at checkout there's one person at the counter and a line. 45 minutes for the appointment. 25 minutes waiting for checkout.
They will get you fixed. Again, world class surgeons. But you only see your surgeon once or twice. 90% of your relationship is with the staff. And they have no staff. The phone nurses situation in the spine team (3 back surgeries) is so bad and we'll known in the industry that when you finally have to go to the ER at Parkview, just mention that you had back surgery at Ortho Northeast and they will tell you... let me guess, the phone nurses ion the spine team refused to help you.
I value my health, my blood pressure, and my peace far too much. After 13 years of relationship with ONE, I'm done. Good luck! read more
