The most unhelpful clinicians with unacceptable wait for first available appointment at 8 weeks, and front desk acting like they really didn't care. They have two clinicians. If each worked a 35 hour week and allotted each customer 15 minutes, (which is more time than a doctor has to give), multiplied by 8 weeks, puts me at number 2241 in line. I had no choice but to endure my back pain while I waited for my turn.
I arrived 15 minutes early as requested to an empty waiting room, and signed a few papers. 4 minutes later I was called back. In the exam room she put a measure tape around my waist and said "It should fit". She took a prefabricated brace from its packaging and put it around my waist. She pulled the two handles to make it tight. She asked if I had any questions but I didn't know what to ask. She then told me I was done and could go. My visit took 9 minutes in total. I was made to wait 8 agonizing weeks to spend 9 minutes, (including my lobby wait time), before receiving a standard off the shelf brace, without checking for fit or saying anything else at all.
Two days later I had to return because the brace didn't fit or feel right. I read the information on the manufacturers website about this brace. It states THIS IS A PREFABRICATED OTHTHOSIS. IT IS INTENDED TO BE CUSTOMIZED TO AN INDIVIDUAL PATIENT.
Step 2- Customize back panel to anatomy. Heat form to anatomy and reassemble.
I said this to the front desk and he told me he may be able to fit me in in two weeks. I told him "No way". This should have been done when I was there two days ago. There was one person in the waiting room and one in the back. Front desk told me they expected another person to arrive for his appointment any time and did not have time for me today. I insisted as I told him I would wait. The guy with the appointment showed up 30 minutes late but they allowed him to go back for his appointment. He came back out to lobby after three minutes with a small bag in hand. Hurray, they had time for me.
They did call me to the back and I explained that this brace was not fitting well and needed to be molded for my shape. They told me "No". Because the doctor ordered me a prefabricated brace they refused to mold it to fit my needs. Although I pulled up the manufacturers' page which specifically states this prefabricated brace should be molded and/or cut to meet the needs of each individual, they refused to even look at the manufacturers statement and refused to adapt it to my needs. I am a curvy woman, 5'3", with a short torso and unique shape. This product may fit a healthy young mans body off the shelf, but it does not fit me this way and needs adaptation. Adaptation that the clinician and her boss absolutely refused to provide. It took every bit of control I had in me to keep from throwing this useless piece of equipment across the room and chewing each of their heads off. (Yes, I'm working on pain management and anger control).
The bottom line is that Active Life in San Diego has more work than they can handle and clients suffer tremendously because of it. Maximum wait for appointment should be 2 weeks, not eight weeks. Their clinicians should change their snotty attitude. Aspen products are worthless if they are not fitted properly. Active Life refused to fit my brace properly and I assume I am not the only person treated this way. Aspen should show some integrity and refuse to allow Active Life to continue to represent them in such a negative manner. Take notice and do not support Active Life in San Diego, CA. read more
