I was scheduled to go twice a week and was given a series of exercises to do at home in a sheet of paper that I misplaced. I kept doing the routine in the mornings but was not sure about the amount of repetitions, etc. so when I went to their office Wednesday, I asked before going inside for the therapy, if they could give me another copy. The response was: "you may insert your credit card for your copay now". I did as told and after paying, I asked again for a copy of the exercise sheet. They told me that they already asked the technician and that it was going to be ready by the time I was done.
After concluding the therapy session they said that they were going to email me the document. Even though I'm supposed to do these exercises daily, I did not receive anything Wednesday or Thursday so I emailed and left a message in their voice mail Friday morning. Around 10:00 am I still had not received anything so I called.
The response was: "yes, we received your message, I already told the technician". I asked if there was a timeline for the technician to send the document because since it was Friday, I didn't want the weekend to go by without it. The person on the phone, which is the same person at the front desk that I'd spoke to in person when I went to the office, whose name I believe is Linda, asked me: "are you not coming here today?" "We'll give it to you when you come".
When I went to the office in person Friday afternoon I was immediately invited again to make the payment of the copay. This time I said: "Sure, I will pay as soon as I have the document with the exercises that I've been asking for since Wednesday". This time Linda promptly went to the back and appeared in front of me with a piece of paper that contained what seemed to be: drum roll... the document that I've been asking for the past three days! However, upon closer examination I noticed that the exercises on the that sheet of paper were not the routine originally prescribed on the first appointment.
I told her "These are not the exercises". Linda went back and returned with a man with an attitude that, without letting me say anything, began to explain that the exercises at the office were not the same exercises to do at home.
I tried to tell him that I knew that but that my concern was that the instructions in the document that he gave me were different from the instructions that I received when they did the assessment in the first appointment but he kept interrupting me and explaining how therapy worked.
I could not get a word in. The man was acting as if I wanted to dictate to him what type of exercise to prescribe. All I wanted was a copy of the same document that they gave me the first day I went that contained a series of specific exercises to do at home.
His attitude was disrespectful because he kept interrupting me, arrogant because he was schooling me as if I didn't know how therapy works, and he had a careless disposition because he didn't take the time to stop and check in order to realize that the paper that they gave me originally with daily instructions, did not match the one that he was giving me now.
At that moment I concluded that I didn't want to go back there again. I selected this place because it was convenient but I wonder how many other patients are receiving the wrong treatment because of the negligence of the staff. read more