I would not recommend this physical therapy office based on my experience…read more
I had an initial evaluation scheduled weeks in advance and made significant efforts to ensure I could attend. In fact, I chose not to travel out of town that weekend specifically because I did not want to miss this appointment. I also completed all intake forms and paperwork online ahead of time to make the process as smooth as possible.
Unfortunately, there was a major accident on the highway during my 40-minute drive to the office. As soon as I realized I would be delayed, I called the office twice, but no one answered. I left a voicemail explaining the situation and letting them know I was still on my way.
I finally received a callback when I was only two minutes away from the office. I informed the front desk that I was pulling into the parking lot. When I arrived, approximately 20 minutes into my one-hour appointment, I was told that my therapist, Grant Mullins, would not be able to see me because an entire hour was required for the initial assessment.
What made this especially frustrating was the complete lack of flexibility, empathy, or effort to find a solution. Grant was present and watched the conversation taking place at the front desk from one of the treatment stations, yet never approached me to discuss the situation personally. There were no patients with him at the time, as the appointment slot had been reserved for me. Rather than attempting a shortened evaluation, discussing next steps, or even acknowledging the inconvenience, I was simply turned away after driving 40 minutes to get there.
I understand that schedules matter and that policies exist. However, exceptional patient care requires communication, professionalism, and basic courtesy. After making every reasonable effort to notify the office of my delay, completing all paperwork in advance, and arriving ready for my appointment, I expected far better treatment.
Instead, I left feeling ignored, disrespected, and as though my time had no value. I don't know if race has anything to do with it, but it's an all white office in Tennessee, and I am black. Based on this experience, I cannot recommend this practice and will be seeking care elsewhere.
