Noyes Knee Institute

"Giving a 1 Star Review in a sea of 4 & 5 Stars is quite odd! But once you read my case (which has only been on going the last five months) you will understand. The Noyes Knee Institute came highly recommended to me and I was looking forward to meeting Dr. Noyes and his team. That happened this past July, 2022 and the consultation went really well everyone agreed that I needed knee replacement surgery and Dr. Noyes and the "Care Team" assured me, "that if I had any questions, just pick up the phone and call". Well, I soon found out that there's really only one main phone number that is given out to reach staff members and all those calls then get redirected to the staff that rarely picks up their phones. Leaving messages, would take a few days for them to reply back (1st Red Flag). I was given 3-videos to watch thru my cell and on one of the videos a Donna was introduced as the surgery scheduler. I found out later that she retired after 30 years and is no longer working there and the new hire who took her place was really quite under trained and a "string of mistakes and errors" started from here (2nd Red Flag). My original knee surgery date was scheduled for 11/14/2022. By September, I hadn't heard from any of the Care Team about when and where I needed to go for my 3D MRI and x-rays for the upcoming surgery. So, I had to start calling them to find out this information (3rd Red Flag). By now, I've been using the Mercy Health "My Chart" to document all the missteps and mistakes that have been happening to my case. Six days before my surgery I received a letter in the mail from my insurance provider stating that my pre-authorization for surgery was denied. I found out that the original Claim was sent in without additional backup paperwork, so my surgery for 11/14/2022 had to be canceled and pushed back to 12/12/2022. Two days later on 11/16/2022 the physicians assistant filled out an Expediated Appeal and assured me that he would fax it to my insurance provider with all the necessary back up paperwork. To make a long story short, the Appeal wasn't faxed it was post mailed (he never bothered to look on the form for a phone number to call for a fax number that day) which would have saved a lot of time (I also messaged him thru "My Chart" for any status and to this date he has never replied). Plus, the Appeal still hasn't been received by my insurance provider! By now I am so frustrated and quite astonished on how this staff/team operates! The new surgery scheduler called and has since suggested that we push back yet again to a 3rd surgery date for 12/23/2022 because by the time the Appeal gets approved the 2nd surgery date would have passed. This debacle has been a comedy of errors and mistakes that simply can't be ignored! What's even more disappointing is I have never heard from Dr. Noyes himself (I only met and talked with him on the very first visit). I do realize he's a very busy man and his time is very valuable, but it is also his business built on his reputation. I firmly, believe that he really doesn't know all the mistakes and errors that have been made by his staff. Sure, everybody makes mistakes but when patients rely on a surgery date and it keeps getting pushed back, their life is put on hold!! I have since messaged to Dr. Noyes that I am ending all ties with the Noyes Knee Institute. My trust and faith in their ability leading up to any surgery is completely gone now and I would be too anxious to continue with any kind of knee surgery. If the staff at the Institute does get a chance to read this review, I hope in all fairness that the mistakes and errors can be corrected for future patients... There is a "bright side" to this, I would like to give 5 ***** Stars to the Physical Therapy Department. In particular, Gabby H. who is a P.T. that I saw twice for the pre-op exercises. She is wonderful and very knowledgeable. She actually went "above and beyond" her job several times to find out answers for me. Plus, the gals at the P.T. Front Desk. They were very helpful too and they actually answer their phones!!!"

"I took my mother to see Dr. Noyes and Dr. Almasri today, and we were so thankful to finally find the right doctors for her. We saw a doctor at Beacon Orthopedics who told her that he couldn't help her with her severe knee pain due to her age (85 years old.) We then took her MRI report to Dr. Noyes and Dr. Almasri, and they gave her tremendous help! They took awhile to study her knee X-ray and MRI, and they were able to come to the conclusion that the meniscus tear was the likely cause of her pain and swelling. They prescribed physical therapy with his specific knee therapist, with the plan to do knee arthroscopy on her meniscus if the PT doesn't relieve the pain. My mom and I are so thrilled that we finally found a doctor who took the time to get to know her and had the extraordinary expertise to know how to help! What a difference!"

"I had both knees replaced by Dr. Noyes and I can’t say enough good things about the whole group. The girls at the front desk, Deb and Pat, are professional and friendly. Donna and Eban are wonderful! My two therapists, Tim and Christy, were knowledgeable, friendly and helpful. I love them both. Dr. Noyes has left me with very thin scars and they are getting smaller with vitamin Eoil. I highly recommend the entire group."