Customer Feedback on Physical Therapy Service

Feedback from customers provides a diverse range of experiences at the physical therapy center. While some customers highlight positive experiences, others emphasize significant areas of concern.

Positive Experiences

• Therapists are commended for being knowledgeable and friendly.
• Some customers report significant improvement in their physical condition.
• Therapists like Heather Snyder and Kerry Whitaker received particular praise for their professionalism and care.
• Assistants are described as excellent and helpful in supporting exercises and usage of machines.
• Receptionists at the start of treatment were mentioned as nice and friendly.

Negative Experiences

• Front desk staff are described as unprofessional and hostile.
• Receptionists were reported to be rude and unhelpful, particularly in situations requiring assistance.
• Issues with communication and support from staff, leading to feelings of neglect.
• Physical therapy sessions were perceived as overbooked, resulting in long waiting times and insufficient attention from assistants.
• Some customers felt emotionally distressed, citing a lack of compassion and support.
• Billing issues include incorrect insurance charges and unresolved collection notices, leading to credit problems.
• Claims of mishandling during the pandemic, with offices closed and claims not processed correctly.

Suggestions for Improvement

• Improve the professionalism and attitude of front desk staff.
• Enhance communication and assistance to patients during visits.
• Address billing and insurance issues promptly to avoid unnecessary collections.
• Consider hiring more staff to reduce wait times and improve patient care.
• Increase staff training to ensure empathy and understanding in patient interactions.

The mixed reviews suggest that while the therapy services can be highly effective and supportive for some, there are significant challenges in areas of customer service and administrative processes that need to be addressed for a more consistent and positive patient experience.