Update: I am currently receiving treatment at Encore Physical Therapy on Bypass Road and have had a very positive experience. Latoria provides compassionate care--she listens attentively when I express discomfort and is always empathetic in her approach. She is also respectful of my preferences and never pressures me to attend more sessions than I'm comfortable with.
In contrast, when I was at PT Solutions, I felt pressured to attend therapy three times a week, even after expressing that twice a week was my preference. While I understand that more frequent visits might benefit some patients, I value having my input respected. Jeff's insistence made me uncomfortable, as I prefer a collaborative and patient-centered approach to care. Encore, by comparison, truly listens to and respects their patients' needs.
My First Review: I am writing to formally express my dissatisfaction with the level of customer service I received from Jeff, the physical therapist at PT Solutions, during a recent appointment.
Throughout the session, I experienced difficulty performing certain exercises due to physical limitations. Despite this, I made every effort to complete the tasks to the best of my ability and clearly communicated to Jeff that I was only able to perform exercises within the range that my body could tolerate. Unfortunately, his response was dismissive and unprofessional. He repeatedly stated, in a condescending tone, that I "should not have been hurting," which I found both discouraging and invalidating. At one point, I had to ask Jeff to please listen to the patient.
The situation escalated further toward the end of the session. When I explained that I was unable to lift my legs with the weights provided because they were too heavy, Jeff responded by saying, "You've been saying you can't do anything ever since you've been here." I clarified that I had not said I couldn't do anything--I had only stated that I could not perform the exercise with the additional weight. I also made it clear that I did not appreciate having my words misrepresented.
This interaction left me feeling unheard and disrespected during a time when I was seeking support and care. I believe every patient deserves to be treated with empathy, professionalism, and respect, especially when navigating physical challenges.
As a result of this experience, I have chosen to seek physical therapy services elsewhere. Again, I believe customer service is an essential part of patient care, and unfortunately, my experience did not meet those expectations. For that reason, I am rating PT Solutions a 1 out of 5.
I hope PT Solutions will take this feedback seriously and address this matter appropriately. I would appreciate a response regarding how this concern will be handled moving forward. read more
