Surgical Care

Today I came in for my second attempt at having my surgery done at this location...the first attempt everything was running "at least" an hour behind and being that it was already so late in the day I decided to reschedule. Well my surgery ended up being later than the first...I was called and asked to come in at 1:30 instead of 2 where I spent the whole time between 1:30 and 2 in the waiting room watching other people eat and have coffee and listening to 19 different people talking...I was so overstimulated to say the least. I finally got up and asked if the doctor was behind again to find out when id at least be going back to get away from some of the noise and the inconsiderate people eating food in a surgery center waiting room where people haven't eaten all day, there were still 2 people who needed to be roomed before me so, I came in early just for them to be running behind and this is the second time. So AGAIN I'm having to reschedule. I'm hoping a different doctor may have morning surgeries that I can get into instead of having to wait all day to come in just to wait some more because it's running behind...I had a better experience at Johnston Willis.

Prior to surgery, the staff called and had me complete paperwork on their website, as well as going over anticipated costs. They were able to provide what insurance covered and what I was responsible for. Upon arrival, the waiting room was about half filled but those were people waiting on their loved ones. After about ten minutes, I pre-registered and was called to the back within five minutes of completing the registration. The nurse, Sunny, was very friendly that prepped for the surgery. She was helpful in answering questions and ensuring that I was comfortable. The anesthesiologist, Dr. Handel, was nice and readily available to answer my questions. The OR nurse and nurse anesthetist were cheerful and nice. I’ve forgotten their names. I have a few complaints. The doctor arrived forty-five minutes or more after the scheduled surgery time. This seemed to be normal and none of the staff was surprised. I get it that things can happen, but to be late for surgery on a regular isn’t a good thing. The doctor never disclosed this, but I found out that he has an interest in this surgery center and profits off of the money made there. I was asked to sign a form saying that I knew and understood this. This should have been disclosed well before the day of the surgery. After the surgery, the doctor never came out to tell the family how the surgery went nor did he provide a follow up appointment or any information. The recovery room nurse had the family member sign discharge papers and seemed baffled as to why the doctor had not spoken to the family nor provided a follow up appointment. This caused some confusion and the family was basically left to do what they thought would be best in care upon arrival at home. It would also have been nice for staff to show the patient how to use the crutches and walker, as far as shifting weight to the good leg rather than the bad leg for climbing steps, getting up from a seated position, etc.

I was strongly encouraged to pay almost 600.00 the day of surgery. I didn’t want to because after insurance I usually get money back after long wait. My insurance processed this claim for 140.00. I have called 3 days in a row requesting a call back to discuss this without a return call. Apparently no one answers the phone in real time. The care was very good but the financial aspect could use some upgrades After I posted the above the staff reached out fairly quickly and are working to return my over pay. I wanted to amend this to 4 stars to reflect this.

I would highly recommend Boulders Ambulatory Surgery Center to anyone. Every single person from the receptionist to the discharge nurse was exceptional. EVERY SINGLE ONE...that never happens. They obviously care about their patients. I was put at ease from the moment I walked in the door until the time I was wheeled out. If I ever need something like this done again I wouldn't even consider going somewhere else. I had a total knee replacement. Excellence from start to finish.

I had Carpal Tunnel surgery on 1/6/22. The staff that assisted with my care was excellent. The only complaint I have is with billing. I received a bill from America Anesthesia of Virginia, when I called them they didn’t have any of my insurance information, which I had given numerous times and verified numerous times with the surgery center. The anesthesia group stated they had no way to get this information. I am a retired OR/ Pacu nurse, I find this response hard to believe. If this is correct information then the patient needs to be told this and given a way to contact them to give them the insurance info prior to the surgery day. Thank you.