A Disappointing Decline in Patient Service…read more
I had been a patient of Orthopedic Associates several times in the past and had generally been comfortable recommending its surgeons. Unfortunately, after returning in August 2026, my experience with Orthopedic Centers of Colorado, its new name, was significantly different.
The decline in the overall patient experience was noticeable. The office I visited appeared worn and in need of better maintenance, including worn chairs, areas that did not appear clean, and patient rooms that seemed disorganized. For a medical practice of this caliber, the condition of the facility made a poor impression.
The more significant issue, however, was customer service and communication.
My interactions with front-office staff felt rude and dismissive. When I used terminology they considered incorrect while explaining what I needed, I felt I was corrected rather than assisted. Patients visiting an orthopedic practice may already be dealing with considerable pain, so courteous and patient communication is important.
Reaching the office by phone was also difficult. Several calls went unanswered, and I eventually drove to the office in person to obtain assistance. When I asked why it was so difficult to reach someone, I was told that the office was understaffed.
Understaffing may explain the difficulty, but it did not resolve the problem. Patients should be able to reach the office regarding appointments, test results, and follow-up care without having to appear in person.
These experiences ultimately led me to seek care elsewhere.
I transferred my MRI and medical records to Panorama Orthopedics, where my experience has been substantially better. I have been treated respectfully, communication has been prompt, and I have been able to focus on addressing my orthopedic condition rather than trying to establish basic communication with the office.
This was particularly disappointing because Orthopedic Associates had previously been a practice I trusted and recommended. I recognize that there are excellent physicians associated with the organization, but quality medical care also depends on responsive, respectful, and well-organized patient support.
I hope OCC leadership will review its staffing levels, telephone responsiveness, front-office interactions, and facility conditions.
If you are considering OCC and communication and follow-up are important to you, I recommend comparing it with other options. In my case, transferring my care to Panorama Orthopedics was the right decision.
