To whom it may concern:
I am writing about two issues: incorrect phone number and unsatisfactory home visit by a physical therapist.
I spoke to Esther and discovered that the phone number you have on file is wrong. Esther said that she will correct the information. Pamela, the RN, came to visit on 11/16/2019, but did not have the correct phone number in her file but she did manage to get my wife's phone number.
On 11/23/2019 a physical therapist arrived at around 11AM. My wife and I asked for a company ID, but the physical therapist said she does not have a company ID but has a personal ID. She said her name is Ana. She also said that she has been calling and leaving messages and that we never responded. I asked what phone number she was calling and the physical therapist showed me her phone and it displayed 424-241-8857, which is the incorrect phone number. I explained to her that I have have asked the agency to correct my phone number three weeks ago.
The physical therapist asked where she could sit so I provided her a chair. She asked for Maria's vital signs and I told her I haven't checked it yet. I then handed her the Nurse Touch folder, but said she didn't want it. Ana checked Maria's blood pressure, then asked for her diagnosis, so we told her.
Ana said Maria only has three visits and the visit on 11/23/2019 is only for assessment. Ana then asked who can sign papers and I told her that Maria can sign it. I then asked Ana what is the plan of care for Maria? She said "today is only assessment."
I said, "okay, and so what's your assessment then?" She said, "I don't understand." I said, "with your assessment, what's your recommendation?" Ana said "I don't understand." I then asked, "what exercises you would like her to do?" Ana said "exercise her shoulders."
My wife said, "how can you check her progress if you haven't assessed her baseline." Ana said again, "I don't understand." I told Ana, "in order for you to see how the patient is progressing, you need to assess her." I also told Ana, "you haven't made her walk or stand so you haven't assessed her."
Ana insisted that she is finished assessing Maria. I was expecting a thorough assessment, including range of motion (ROM) measurements, tests of strength, functional mobility, and balance. Ana did not make any of those measurement, and started to leave stating that she came to make the assessment on her vacation. If that's the case, Ana should not have come and my mother-in-law should be been assigned another physical therapist.
I told her that I will be talking to her manager because she is not doing her job of properly assessing the physical functioning of the patient. I asked for her full name and she said her name is Ana and refused to give her last name and walked out of our house and repeatedly that she is "not coming back."
Ana is having difficultly communicating with us in English or she just doesn't want to understand that we are telling her to assess the patient.
This company truly touches their patients but they don't CARE!!! read more
