Walnut Creek Redwood Physical Therapy's Online Review Report Card

After waiting over a month for an appointment, I arrive 10 minutes early only to be told the therapist is not going to make it and there is no back up. Horrible service.

I have been working with this office for over six months. While the doctors may be proficient, the office and logistics of getting a hold of ANYONE is tortuous. Hold times are at least 10-15 mins with frequent disconnections. After multiple conversations with other professionals, it has been determined that Golden State is a horrible company to deal with. I have since then received copies of my exams and images and am now working with another office that has competent staff that answers the phone directly and are extremely helpful. This office is PAINFUL to deal with.

My husband had knee surgery last Thursday and a his first post-op appointment today, a week later.The experience for the surgery itself was bad. We were asked to come in at 7:15am and he was wheeled in for surgery at 10 am.Dr Preston saw us for a few min before surgery and confirmed we would get post op instructions after. After surgery all we got was instructions to come pick him up. When asked about the post-op instructions they said this was already provided before the surgery.Dr Preston didn't even meet post surgery to say how the surgery went, what was done, etc. We let it go and my husband was recovering.Today we were hoping to meet him and get an assessment of how my husband is healing by removing the band around his knee. Not only do we find out we were only going to meet his nurse practitioner but she is not available and left a vm the previous evening. Neither my husband nor I realized this.What we both don't understand is how come there is a last min surgery that Dr Preston and his nurse practitioner Laura have to go in last min and for the "whole day" when my husband had a lead time of 6 weeks to set up his knee surgery.My husbands movements are restricted at home. What type is care provider treats their patients like this? Pathetic. Getting my husband in the car and driving to the care center is not trivial, esp. for his first post op checkup.What were the front desk assistants doing all morning? Can you not have a basic courtesy service to call and confirm all patients who need to be rescheduled, actually got the message? Absolutely pathetic.This place is first to charge you ridiculous amounts of money for the smallest things but cannot provide the service commensurate of those bills!!

The people are nice, the doctor is great but their scheduling practices and staffing resources are horrible. I would usually not post but this is the second time this has happened to me on follow up from my surgery. The first time I waited 1.5hrs to see the doctor then another half hour for my X-ray, both of whom were running behind because his PA quit. I figured since it was end of day that was why. I scheduled my next follow up in the morning hoping to avoid delays - they cancelled that a couple weeks later and rescheduled. Again I took the earliest appt I could which was 10:30. I arrived 10 mins before my appointment - taking time off from work to be here - and was told there was a 45 min wait. I asked why they didn't call to alert me - the very nice receptionist told me they are not allowed to. I then said ok I am going to run home and get my work computer (I live 10 mins away) and she said she could not check me in if I did that and can I reschedule? I said my knee has been bothering me and this was already a reschedule appointment and so now here I sit here in a room full of people all waiting and asking about their doctors each time the nurse calls a name. Working in healthcare oversight I can tell you that the scheduling guidelines and policies can be updated. No one should have to wait - let alone the hour those 45 mins turned in to. Again surgeon great - wait times to be seen are HORRIBLE.

Brief background: 1/31 - JM UC for extreme pain1/31 - CT Lumbar1/31 - MRI Lumbar and pelvis1/31 to 2/3 - JM Hospital3/9 - Tested pos for Covid3/13 - UC for extreme pain, MRI ordered, appt made for two weeks in advance. Still Covid pos, unable to do MRI.3/31 - Tested neg for Covid, earliest appt for MRI 4/94/9 - MRI During this time:- Loss of 30 lbs since Feb (I blame the pain meds)- Pain- Nausea- Little appetite- Little energy- ConstipationMy first question is: Were MRI/CT tests banned during the height of Covid pandemic? I think not. Why, with someone like me in extraordinary pain and who had has four major orthopedic surgeries, would an exception not be made?I finally had that MRI on Easter Sunday and the Dr. who called me later about the results told me to call my orthopedic surgeon first thing this morning and schedule a same-day appt. She said there were multiple issues and I needed to be seen immediately. Which is where this review comes in.How does one make an appt with a medical group who doesn't even have enough staff to answer their phones? I've been trying all morning. I either get a buy signal, or "the number you've called cannot be reached". Even their Urgent Care did not answer their phones. I decided to drive over to the ortho UC clinic at 2405 Shadelands. Yes, they have an UC clinic. But the minimum wait was two hours. I am unable to sit for two hours. Every avenue of treatment is blocked to me if no one cares enough to even answer their phones.

It pains me to leave this review because the healthcare professionals at this practice are amazing, however the office staff overall administrative patient experience is unacceptably terrible. Have to contact someone to assist with paperwork good luck! You will leave messages, talk with snarky operators, spend HOURS over WEEKS trying to get through to someone. They are NEVER there when you call and if you get a call back we'll you will receive an incomplete message with no way to reach that person directly- back to the main number for you!

If I could give fewer stars I would. If you have any other option go elsewhere. They used to be amazing, but now they are malpractice waiting to happen. Its been 7 months of waiting for some relief for my poor hubs who has been passed from one practitioner to another. They dont return calls, they dont schedule for weeks, nobody knows what's going on or can provide answers, you wind up waiting on hold or getting promised a call back that never comes. They didnt fill out the insurance claim properly, I appealed it and got it fixed and now 10 days later we are still waiting for the gel injection he should have had weeks ago.

Incompetence to the nth degree. I really wish I had read the reviews of this place before investing my time, health and sanity in this clinic. I saw an orthopedist in their clinic for some chronic hip pain despite 6 months of PT in attempt to rehab. They did an xray which didn't result in any findings so it was unclear still exactly what the cause was. The provider then ordered a hip MRI. My insurance left me an automated message and sent a letter stating it was denied, the reason being I would need to participate in a minimum of 6 weeks of PT in order for them to approve it. I attempted to reach out to my provider via phone and the internal messaging option from their website to request they appeal the denial, given that I had already completed 6 months of PT. They never called back but instead sent in a referral for me to start PT, which of course, I was already doing. Ugh! I tried a second and third time to correspond via phone and website messaging to explain the situation and there was no response. Attempts 4 and 5 via phone also resulted in no response. At that point, 1.5 months had gone by and I was beyond frustrated with the lack of progress in my case and their inability to respond. I asked to be assigned to another provider. Saw that provider and they ordered an epidural to my hip -- no pain relief. Followed up with that provider again who stated maybe they should order a hip MRI.... I explained one was already ordered and denied due to lack of providing accurate information at the time of the request and failure to follow up with an appeal. The provider said they would order a new hip MRI... days... weeks... nothing. Multiple calls back and I am ultimately told the doctor decided not to order a hip MRI. No problem, but it would have been nice to have been told this on the first call instead of having to continually follow up without being told the change in plan. At that point, I was done with them, or so I thought. I ended up finding a new provider outside of GS Ortho, and she decided to order a hip MRI. Well, it turns out she put the order into GS Imaging and they called me to ask why it was being re-ordered. I tried to explain that it was never approved by insurance previously since they never pursued the approval/appeal, so I couldn't have it done, and I've since found a new doctor who is requesting that I have it done. Fortunately, the new doctor immediately sought insurance approval and I'm finally on the right path. However, this is only after wasting months of my time going in circles with this clinic. The incompetence of this clinic is at a whole other level. Avoid like the plague!

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I've been a patient at Muir Orthopedics for years now. I have seen a decline in customer service since it became Golden State. In the office, the staff are all amazing. It's their new call center. The wait for someone to answer is way too long, the messages don't get through to the proper people and the appointment scheduling is ludicrous. I had a friend whose appt was scheduled during the time the doc always has surgery. She ended up going into the office because she couldn't get the help she needed through the call center. This is not accceptable in a healthcare facility. Let the staff answer the phones!