Terrible terrible experience. I called to schedule a physical therapy appointment that had been prescribed by my physician. Unfortunately, my experience with the staff member who answered the phone was extremely disappointing.
During the call, she mistakenly identified my insurance company as a different insurer with a similar name. Even after I politely explained that she had the wrong company and provided the correct information, she became defensive and rude. Rather than listening and helping resolve the issue, she spoke to me in a dismissive and unprofessional manner.
The interaction was so unpleasant that I canceled the appointment and chose another physical therapy provider instead. The staff at the other facility were polite, professional, and helpful--the level of customer service that patients should expect from a healthcare provider.
The employee's conduct was so unprofessional that I would be very concerned if this is considered acceptable customer service by the practice. Her behavior cost the practice a new patient, and I suspect other prospective patients may have similar experiences if this issue is not addressed by management. read more
