-Expect a Sales Pitch -- and No Answers or Treatment Until You Agree to a Treatment Plan and…read moreSubsequent Visits-
The pre-appointment process was smooth, professional, and well organized. Jacy made scheduling easy, and the communication and reminders leading up to the appointment were excellent. Likewise, on the day of my appointment, when I arrived, the receptionist was also warm, welcoming, and friendly, which made for a good first impression.
That said, the experience changed significantly once the actual appointment began.
One thing that immediately stood out to me on my May 11th visit was the lack of any bottled water or self-serve water station in the lobby, especially on a 100-degree Scottsdale day. It may seem minor, but patient comfort matters, and it's something I'd genuinely recommend improving.
The appointment itself started with a medical assistant, Romina, doing a pre-screen while an intern observed. When Dr. Serafini entered, the dynamic quickly felt less patient-centered and more performance-driven. He dominated nearly every interaction, leaving little room for conversation or collaboration.
At one point, I tried to add context about my symptoms and experience, and he abruptly responded with a very quick, "cool, cool, cool" before moving on. It felt dismissive and strangely cold. For context, I'm usually very talkative and engaged in medical appointments, but throughout this visit I found myself withdrawing because I didn't feel listened to.
When discussing prior surgeries, Dr. Serafini immediately declared, "that's your problem right there," before reviewing imaging or completing a meaningful assessment. I explained that the surgery had been nearly 40 years ago and how I didn't believe adhesions to be likely only because they would have shown up by now and also, my symptom only began recently after horseback riding this year. His response felt more focused on establishing authority than understanding my situation, reminding me he'd done this for 25 years. My perspective didn't seem to matter much. And because I don't believe in arguing or peacocking, I didn't feel the need to remind him I've been in this body, feeling what's new vs what's normal for me for 46 years.
The physical assessment itself often felt theatrical, almost like a demonstration for the intern observing. There was a lot of lecturing, showmanship, eye contact with the intern while speaking about concepts, and attempts to guide me toward agreement during strength testing; but not much genuine, unscripted dialogue. There were a few times where I honestly couldn't tell whether the supposed weakness he was pointing out was actually present. When this would happen, he seemed disappointed at my truth. It was only apparent some of the time.
After X-rays were taken, I expected we would review them together and discuss findings. Instead, I was told to go to the front desk and schedule another hour-long appointment. I later learned I would not even be shown my X-rays, given a diagnosis, or discuss results until a follow-up visit.
I paid for my appointment (assessment, x-rays, and exam), with tons of talking at me, but received NO value (diagnosis and no treatment/adjustment to kick off my treatment). I don't mind paying, when I receive value. In fact I'll be paying cash for my physical therapy appointments scheduled somewhere else. I think it's important to let other people know what to expect.
That was extremely disappointing and confusing. I left having completed an exam, assessment, and X-rays -- but "without" any treatment, adjustment, diagnosis, or explanation of findings. I also had to ask basic questions while they were trying to schedule a second appointment for me, with no upfront explanation of future charges or treatment costs.
I finally said, "You don't accept insurance, so I need to understand treatment costs for these appts." Only then did they provide information. Until that point, they were simply assuming the sale -- perhaps counting on some patients being too uncomfortable to pause and ask questions or decline next steps. I couldn't do that. I already had 5-6 physical therapy sessions scheduled elsewhere, a fact I had already related to the doctor that before he sent me to the front desk to sign up for physical therapy with them.
Overall, the experience felt much more like a sales presentation than a healthcare appointment. They don't earn your business, but require you to continue to do business with them before they show your x-rays you've paid for, & discuss what your ailment is & get you adjusted to start feeling better.
While the front-end staff and scheduling process were genuinely excellent, I personally did not feel heard, comfortable, or cared for once the doctor interaction began, and I won't be returning.
And for those who need to know, they don't accept insurance. This is fine, but come into it eyes wide open since I don't know if everyone knows & it makes a difference for some.
