To Whom It May Concern:
I would like to take this opportunity to commend the staff at Twin Cities Orthopedics. On May 22, 2020, I tore a hamstring tendon while on a run. This injury resulted in me requiring surgery to reattach the tendon and the accompanying physical therapy. My experience with TCO has always been positive, from the staff at the front desk, to the doctors and their staff, to the physical therapists. On this occasion though, my experience with the clinic seemed to be even more positive in many ways, with several of the staff, one in particular that I would like to bring attention to, going “Above And Beyond” what I have come to expect.
The day after my injury I walked (was wheeled actually) into the urgent care at the Burnsville facility. I was seen very quickly, and the physicians assistant was thorough in assessing my injury and ordered an MRI for my leg. I went downstairs to the MRI imaging office and was warmly greeted there by Aga, who told me that due to it being the Saturday of Memorial day weekend, it would be nearly impossible to get the required pre-authorization for the MRI from my insurance company until Tuesday. She said she was going to make some phone calls as well as put in the request electronically and would contact me when she had more information. No more than 15 minutes later, she phoned me saying that no one was available at the insurance company, but she would continue to try and at the very least contact me Tuesday morning when she should have an approval and a time available for an MRI. I asked Aga if there was a way I could schedule an MRI prior to having authorization, if I paid for it myself and then received reimbursed from the insurance company once approved. She informed me that would be a possibility, but the availability of locations would be limited with that option. She said she would look into it. She phoned me about 10 minutes later and said nothing was available that day but something might open up for Sunday. The next morning she phoned me with a time available that afternoon at Edina. I was thrilled she was able to make that happen and get the process going. This only could have happened because of Aga’s determination to swiftly move forward with my care.
The staff conducting the MRI were very professional and went out of their way to see I was comfortable during my MRI, as there were very few ways I could position my body where I wasn’t in a high degree of pain. I also was pleasantly surprised to see Aga was working the desk at the MRI imaging office. She escorted my wife to the billing office to pay for the procedure. Afterwards she said she had been looking at available appointments with Dr. Holm, who I normally see at TCO, but that he didn’t have anything available on Tuesday. I told her I preferred Dr. Holm, but considering the pain I was in I wanted to have results as soon as possible and I would see a different Doctor if I had to to get in as early as possible. Aga, on her initiative, texted Dr. Holm’s patient coordinator Kelly to see if I could be fit in. Kelly responded immediately, on a Sunday afternoon, saying to come in at 1:00 PM on Tuesday. This coordination truly made me feel cared for and important.
On Tuesday Dr. Holm gave me the results of the MRI and as usual, thoroughly explained my options, as well as expected recovery times and recommendations for how I could most thoroughly return to my pre-injury status. On his recommendation I decided to have a surgical repair. He said it would be best to perform this surgery as soon as possible, and he turned me over to his patient coordinator Kelly. Kelly set me up with a surgery time in two days, and coordinated an immediate Covid 19 test, as well as a fitting for a leg brace so that I would have the brace available before my surgery. She was extremely efficient.
On Thursday I had the surgery. The entire surgery staff, from the admitting nurses, to the nurses in the surgery and recovery rooms, the anesthesiologist, the nurse anesthetist, and of course Dr. Holm, were all very professional and accommodating, as well as very thorough in explaining how my surgery would unfold that day. On my discharge my wife and I both were very thoroughly briefed on what medications I should be taking and how often, what activities I should and should not be doing, and other important general information. The following day I received a very nice follow up call from the nursing staff, and the following Monday, a follow up from Dr. Holm’s physicians assistant Aaron, as well as another phone call from Aga to tell me that my insurance company had indeed approved the MRI.
I am early in my recovery, but considering the good results I have had in the past with Dr. Holm, along with what appears to be very professional therapy so far with my physical therapist Jonathan, I am quite confident I will make a full recovery. Getting through this whole process from my injury on Friday to surgery the following Thursday would not have been possible without Aga, Kelly, and Dr. Holm. I was so appreciative to get the recovery process going as soon as possible. I don’t normally write letters expressing my pleasure with services, as I expect professional service as a matter of course, but because of my experience in this case, specifically with Aga, who went way beyond what I would ever expect, I wanted to express my full gratitude.
Thank You Sincerely,
David E.
