Excelsior Orthopedics, LLP

Would someone explain to me why if there’s supposedly an URGENT CARE at this location, why you’d have to make an appointment and come back in 5 hours??? Seriously??? Ridiculous!

Research your doctor’s before receiving treatment. A referral from a friend is best. Some are better than others.
PT folks are great, Matt, Melissa, David, kudos to you !!

I’m giving one star, not because the care that I received was poor, but because I couldn’t even get past the receptionist watchdog to make an appointment. Simply put, it was the most insulting experience I’ve ever had when trying to make an appointment over the phone to see a doctor, and I’ve been making appointments for 30 years, since I was an undergraduate in college.
The first question she asked was about my insurance. Fair enough, get that out of the way. She then said «do you have high deductibles?» Uhhhh… before I responded, she asked me to describe my symptoms, and asked if I had already seen my primary care physician about the symptoms. I replied that I don’t have a primary care physician in Buffalo, which is the truth. She paused, and exhaled in what sounded like exasperation, but that’s her issue, not mine.
She then said that my symptoms suggested that I have sciatica. I was about to say that I have no idea, but that I’m in pain, and am thus attempting to make an appointment, but she cut me off by saying that their office doesn’t treat sciatica. I asked whether someone there could see me, to make this determination, because there may be other issues. She maintained that the symptoms I described sound like sciatica, and that they don’t treat sciatica. I began to lose some patience at this point, and said «are you diagnosing me out of an appointment over the phone?» She simply restated that it sounds like I have sciatica, something they don’t treat, and I again said that I’d like someone to make that determination, but not over the phone.
She remained steadfast about her phone diagnosis but, not one to be so easily deterred, I then added that I also have a shooting pain just below my groin. She asked a few follow-​up questions, blatantly trying to connect it with the symptoms I mentioned earlier, so that her previous dismissal would remain intact. I held that this additional symptom was not related to what I had previously described. I could smell the watchdog’s confusion over the phone. I then added that I have a throbbing pain in my knee, and that this was also unrelated to the initial symptoms that I had described.
To this, she simply replied «that’s two appointments.» Huh? She said that two appointments are necessary: one for each body part. Incredulously, I said «someone can’t look at both my groin and my knee in the same appointment?» She said «no, two body parts require two appointments.» I kept looking around for the hidden camera, and for someone to jump out and tell me that I’m the butt of a practical joke, but no such luck. At this point, I just hung up the phone, after the most insulting experience over the phone that I’ve had in my nearly 50 years of life.

DO NOT PATRONIZE THIS ORTHOPEDIC PLACE. My husband has had 2 surgeries by a surgeon of Excelsior Orthopaedics and has had therapy there numerous times. Yet when he broke his finger and went to Excelsior, he was charged a $ 150 Express Clinic fee. He believed he was going to his own Orthopedic office and was never told he was going to their «express clinic» because the doctors were booked. He also asked the person at the counter to verify with Blue Cross and Blue Shield what his out of pocket costs would be. He was given incorrect information. He was required to go for 6 visits to «check on his progress» where x-​rays were taken each time. We have way too much for their «services» and his finger is till crooked. GO ELSEWHERE!!!

Not very nice lady at the front desk of Dr Pattersons office. She was very rude to my friend who asked a question.
She was heavier set with brown hair in a pony tail.
However Dr. Patterson as usual was AWESOME. THATS THE ONLY REASON IM GIVING THIS 4 stars.

I regularly went to Excelsior for 5 months, and here are my impressions of that place. They have many hand surgeons, some of which are excellent. They probably have the best hand surgeons in Buffalo among their doctors because this is their main specialty and they train fellow physicians under UB in hand surgery, but research and choose your surgeon wisely. Some are better than others. I would look at Healthgrades and Vitals websites for the surgeons with the best ratings and reviews. I would stay away from the ones with negative reviews.
I personally had a good experience with the clinical side. Dr. McGrath was my doctor, and I chose him because of his experience and good online reviews. He exceeded my expectations. I highly receommend him. I haven’t really had a problem dealing with his clinical staff so far. Even the people who schedule clinical appointments on the phone are extremely cordial from my experience.
In the five months that I was going to Excelsior, I found that the biggest problems were in occupational therapy. All my headaches in the recovery process had to do with this department. First of all, they had four OT’s, two of which were CHT veterans, and two of which had less than 5 years experience. While I feel confident that the CHT’s can handle difficult cases, I feel equally confident that the younger OT’s can’t. Unfortunately, the majority of patients go to the inexperienced OT’s because they work longer hours. They aren’t certified to do many things, are hurried in their therapy and take shortcuts. The youngest one always gave me the impression that he resented his job. The OT’s didn’t really give that much time or attention to each patient. 10 minutes of actual therapy was what you usually got out of an hour. It was mostly DIY (do it yourself) occupational therapy. Patients got left alone with exercises a lot!!! I would say that this place left patients alone in OT for a longer period of time than other places. The bad part about this was that they left you alone with exercises, most of which, you could do at home. You were going to therapy to do the same stuff you were doing at home. Only the location changed, and now, you were paying. They didn’t give you much extra help on their part beyond 10 minutes of stretching, and they didn’t use different modalities, like ultrasound.
Second, the charging for this department was shady. On the first appointment, all the OT did was collect the history of my injury and give me paper instructions on home exercise, but OT/​PT billing charged my insurance as if they actually did manual therapy. They tried twice to charge upfront for my splints. This is something that should go through your insurance if there is no copay, so if this happens to you, just say no, or else you will be chasing your insurance for this money and might be paying more than you have to pay.
Lastly, during my time, one particular inexperienced occupational therapist was in a hurry to discharge patients, even if they had not hit maximum range of motion, so you need to keep your OT in check. If you get this person, you will be shocked and insulted by the abrupt approach for a discharge. It will seem out of sync with the progress of your injury. If this happens to you, tell both your doctor and the overall OT/​PT supervisor Josette Fisher, then ask to go elsewhere. Make sure that you google the full range of motion for your injured or affected joint, so that you know if you are close to that number. You want to get 90% or more. If you can’t get it, make sure that your case gets referred to the more senior OT’s and your doctor, so that you know everything has been done for your case. There are no checks and balances within this system to prevent premature discharges from happening. You are your own patient advocate in this place. The OT’s can and will pressure patients into discharge. I felt pressured into discharge by my OT.
I would also seriously research other places for hand therapy, like ECMC (because they handle a lot more trauma), Catholic Health, Kaleida Health, or Hand Therapy Associates of WNY /​Hand and Rehabilitation Specialists on Sheridan. The billing is a minor issue, but I personally think that the 10 minutes of therapy they give here is not nearly enough to get the best results. Couple that with the chance of getting an OT that is trigger happy with the discharge, then it’s a losing combination. While I am giving an A to their best doctors for their skill, I am giving a solid D to their OT’s for leaving their patients alone for long, long periods of time and for always taking shortcuts in their work.

Medical business, big business, big profit. Find the right doctor and you do fine. I have been getting cordazone shots for the past 3 years. They are wonderful for relieving pain. Dr Matuzak does it right.

I’ve only had to go Excelsior a few times (thankfully). I have seen the same doctor each time for knee issues, and have brought my mom here when she an epidural for some back pain she had.
The office itself is beautiful, however very confusing. Thank G for those nurses who walk you around or everyone would be lost.
I feel as though my doctor never remembers me, which I hate. I get that he sees a lot of people but to not check a patient’s file 5 minutes before you meet with them would make up for the hour you spend waiting for the doctor to see you.
It definitely can be expensive to come here depending on your issues and insurance, so I feel that’s an unfair complaint to have about a doctor’s office. But I feel excelsior is a good place as it offers all types of treatment for different ailments and injuries. The front desk staff are very helpful.

Agree with the «puppy mill» comment from another reviewer. They are only interested in cash and not the patient. They sent my very elderly father to «their» doctor that cleared him for elective surgery. As a result, my father has a severe infection. The doctor should have advised AGAINST surgery as every doctor we have spoken has been shocked they performed the elective surgery. They have a negative reputation in the medical community. Do your research.

I wish I had known about this facility from the beginning. I went to the ER the day I was hurt (ankle injury) and it was TERRIBLE. They did nothing for me and referred me to an Ortho. Excelsior was recommended by a friend and they got me in the next day. From the minute I got to the front door they were so kind and really concerned about pain level and met me with a wheelchair etc. Every single person was sweet to me. They were very informative and helpful, and found breaks that the ER overlooked. I will never go anywhere else for fractures. They also got me in quickly despite a busy waiting room. The PA and techs were very compassionate and helpful. It is also super clean in there. Definitely head there instead of the ER.

Very efficient operation, from check in, exam, disposition and check out. I was following up on a hospital visit of a few days before for a sprained ankle, and the clinic had already received all of the records from the hospital, which was a pleasant surprise. There was no need for additional x-​rays, and the PA whom I saw was very professional and had an excellent bedside manner. Excelsior offers same day appointments for almost any type of orthopedic mishap. The only reason I did not seek care when the original incident occurred is because they were not open at that time of day. Highly recommend.

Same day appointments, paperwork can all be done online in advance, fast and friendly service.
Best experience ever. This might be because I had a horrendous experience at the urgent care center I visited the day of my injury.
Love this place.

Great personalized approach to treatment. Very friendly employees. Prompt treatment from a very competent staff. Highly recommend.

Um I fell at work and severely injured my wrist and hand. Guess what? I found this place on the internet. A week after seeing urgent care I decided to get it looked at further. I called and an appointment was given the same day.
This place is quite efficient… some much so that I felt I was in a assembly line. There is a different place for everything and I mean everything, but at the same time the staff was friendly and courteous. They made me feel as if they really cared. They are very thorough with their treatment and followup. I am glad that I found them.

The registration process was smooth and easy. They definitely keep patient confidentiality a priority. When I first walked in I was given a new patient form to fill in then I went to a separate office to handle the insurance information and copay. After that, I was taken to the waiting area for my specialist. To get to that area the person taking you back there has to have a security badge to get you through the security locked door. I felt safe and well taken care of.

I must begin by stating that I love my doctor at Excelsior and that the one and only reason I visited the practice is because I followed him here from his last place.
The parking lot is vast and plenty of handicapped spaces prevail. I parked near an island with a fountain this January day and was stunned to see that sidewalk not shoveled, in fact icy patches stood out! I was not looking to take a spill so walked with the cars.
Inside this new, spotless and attractive building was a maze. Turn right for stairs, or take the elevator on your left to go upstairs, walk to the desk, turn left if you want this right if you want that. That is essentially the dialogue heard every time you made a step.
The staff was cheery and helpful.
At the intake desk, I was informed that the information I took the time to fill out before my visit, online as implored, did not completely make it. Say what? The woman proceeded to rattle off a list of possible medical conditions, some involving bodily fluids, all loud enough to violate HIPPA. I quietly said no to all just to end the interrogation. «Your social [security number], for billing purposes?» Which I was to recite aloud, in the presence of others. Then a booming, «Do you work?» OMG, is that how you ask a grown woman if she is employed? And NONE of that information made it across the internet? Why did I waste my time filing all that out ahead of time?!
Meanwhile, the intake area was such that I could clearly see the computer screen of the other staff member across the desk, who processes patients as they leave. I feel strongly that this entire area should be private. Any questions should be in a private room, not in the center for all to hear. And in such a loud (albeit friendly and sweet person’s) voice.
After my visit — which included a knock-​knock and unnecessary brief interruption of the six minutes reserved just for me – I was directed through the maze to the medical device department downstairs. Again, the staff were friendly as I was directed left right left over down.
The woman at the last desk I visited was assisting someone, but informed me there was a 15 minute wait and the item I need is not covered under insurance, and lastly announced the price of it.
I slunk out of the building and sighed a deep cleansing breath of relief as I made my way back to my car avoiding that sidewalk by the statuary.

Wow, what a «puppy mill» for patients in need, the office staff is excellent! But the Doctor’s beware!!! They run the office like a fine oiled Machine, Yes Machine. No feelings no real care and love accidents and workers compensation patents. The more visits the more money for them! And ask a doctor a question… how dare you! They are the Authority what they says goes! Please save your time from these people in pain factory and go someplace else… I ended up with my son at UB orthopedics and could never be happier! Excelsior should be investigated!

I was unlucky enough to fall and break my wrist a few months ago — I was totally annoyed and miserable! Excelsior took pretty good care of me. They were generally pretty easy to reach to make appointments, called back to answer questions, and were very responsive when it came to billing and insurance questions, often taking the initiative and dealing with my insurance company.
The techs that took care of my cast were generally pretty friendly, but varied in the amount of time they took with me. It was only on the third visit that someone explained the mechanism behind the saw that they use on the cast — telling someone that it won’t cut them and explaining why it won’t cut them is two different things!
The is a very busy practice which is huge, with tons of docs, PAs, and equipment. I loved the RPA who took care of me (I am totally blanking on his name), but must note that I only saw an MD on my very last appointment. Maybe if I wasn’t happy with the RPA, then this would bother me more, but I felt that I was very competently treated and so far, I am healing well.