I am writing to formally share several ongoing concerns regarding the front desk experience at Progress Speech and Language. While our daughter has formed a strong relationship with her therapist and has made noticeable progress, the unprofessional conduct at the front desk--particularly involving your receptionist, Teresa has created an increasingly uncomfortable and upsetting environment for our family.
From our very first visit, the initial impression was disappointing. The waiting room was noticeably dirty, and there was no formal greeting upon arrival. Instead, the receptionist was on a personal phone call. This has become a recurring experience--more often than not, Teresa is either on the phone or otherwise occupied with personal conversations when clients arrive. We are left either standing at the front desk waiting to be acknowledged or waiting for her to call us over for copayment processing.
What is far more concerning, however, is the repeated lack of professionalism, discretion, and respect we have observed. On multiple occasions while waiting for my daughter to finish her sessions, I have overheard Teresa speaking openly about other clients and their families. These conversations are not only inappropriate they have included judgmental and mocking remarks about children currently receiving treatment. She has made fun of certain patients and referred to parents in a disrespectful tone, all within earshot of others in the waiting area. This behavior is absolutely unacceptable in any professional setting, especially one centered around children and families seeking support.
A recent incident involved my husband waiting at the front desk to pay the copay. He stood for several minutes without being acknowledged. After nearly four minutes, Teresa looked up and said, "You can have a seat." He responded that he was simply trying to pay, and I added that it would be courteous to acknowledge someone rather than ignore them. She then processed the payment but did so while making exaggerated facial expressions, clearly indicating irritation. Immediately after, she warmly greeted and engaged in small talk with other clients highlighting the inconsistent and selective nature of her interactions with us.
We raised this concern with our daughter's therapist, hoping it would be addressed. Unfortunately, things have only worsened. At a subsequent visit, I chose to sit and wait to be called for payment rather than approach the desk, trying to avoid another confrontation. Teresa never called us up. When the therapist came to get our daughter, I mentioned we hadn't yet paid, and she said she would inform her supervisor. Teresa then contacted the therapist to say she was "busy" and that I "shouldn't be mad" she hadn't called--then laughed. Still, she never addressed us directly or requested payment.
Shortly after, another staff member entered, and Teresa called her over and said, "Oh, I have to tell you about the drama." She then proceeded to discuss me, my husband, and our daughter by name, openly and mockingly, while we were sitting right there in the waiting room. It was incredibly inappropriate and hurtful, especially as it was said loud enough for others to hear.
These interactions have left us feeling disrespected, judged, and unwelcome. We are no longer comfortable entering the building, as we feel like we are walking on eggshells and being talked about by staff who are supposed to provide a safe, supportive environment for families.
Despite our daughter's positive relationship with her therapist, the repeated incidents with Teresa have made it impossible for us to continue services at your facility. We strongly believe that all families deserve to be treated with dignity, confidentiality, and professionalism especially in a clinical setting that serves children with developmental and communication needs.
We are sharing this in the hope that the clinic takes appropriate action to ensure a respectful, inclusive, and professional environment for all clients moving forward. read more
