STAR Physical Therapy

Reviews 3

JE

Jennifer

My initial contact with Star Therapy was an introduction of what was to come. I contacted them to ask if they had received my doctor’s referral and I was told that they had not, but would call me when they did. Two weeks later, I’m in more pain and still no call from Star even though my doctor’s office insisted that they sent it a week ago. I called Star again to discover that the referral was there and they had in fact received it 2 weeks ago. In hindsight, I should have walked away then, but I took a chance and booked my first appointment. This went well and my therapist Rob was very good. However, my experience only went downhill from there. Out of 8 appointments, they either didn’t have my appointment or my appointment was erroneously scheduled for another time. What made this especially frustrating was that I had the front desk print out all my appointments and yet they still got it wrong. Finally, on the 8th visit after I was told they couldn’t find my appointment, I said to the girl at the front desk, the level of incompetence here is astounding! Everyone behind the desk became very upset and began treating me like I had just made a bomb threat. Ten minutes later my appointment was found and I was ushered downstairs. After changing I emerged from the ladies’ room to find the accounting person (a very rude confrontational woman) who harassed me about my co-pay, when I attempted to tell her that I pay after my session and that I had NO outstanding balance. She rudely scolded me for interrupting her. After my session, I had a talk with the director Irene about this incident and she told me that because it was the day before a holiday “maybe I was stressed out” (that was her explanation for why I was having a bad experience). Now, it is important to note that NO ONE at any time during this exchange apologized for their incompetence or rude behavior. I quickly began to realize that this is the culture of this location. Customer care is not a primary goal. After cancelling all my future appointments, I received a call from the office manager Jermaine, and although she was respectful, the only solution she had to the problem was to suggest that I call her directly to schedule my appointments. How does that solve the issue of lack of customer care at the front desk or the billing person thinking it is acceptable professional behavior to accost me about my bill? It is sad when we seek help for pain from a facility whose sole purpose is to make us feel better that we should encounter stressful situations and be made to feel completely irrelevant by the people who we hire to help us. I have since moved on to a new physical therapy facility and they are 1000 times better. They took x-rays to determine the cause of my pain. I see a doctor after each visit to discuss my progress and they always greet me with a “welcome back or a nice to see you” at the front desk. Shame on you Star Therapy!

BA

Barbara Kalish

If you are trying to decide about going here - think carefully, decide what your expectations are and review several places before choosing. I regret having chosen Star and have switched to a hospital based PT facility which is more patient oriented and less focused on volume over individuals. This facility should really have 2 ratings. One rating for their professional PT providers and another for their management and administrative staff. My rating for the therapists would be a 4. They are well trained professionals that are caring and personable. They are thoughtful and serious about what they do and personally involved in the patients progress. Management and administration is at the polar opposites on that spectrum and the reason for my having made a change. Management would get a 1 rating and became the over-riding factor for me. 1. Management overbooks their therapists, limiting the option for personal attention and sometimes shifting professional responsibility to non-professional trainees or support staff 2. The Administrative staff is un-helpful, incompetent and rude. 3. The office manager thinks that she can over-ride a doctor’s prescription and tried to book me for OT in lieu of PT. Then argued with me that she knew better than my doctor. When I took issue, there was no apology. 4. On 2 occasions my schedule was changed without discussing it with me or advising me of any change, 5. Medical documents were lost by the office staff. Their reaction was very off hand about misplacing personal information and again the office manager simply said my papers were "somewhere in the office" and would probably be found. No apology. 6. I was informed 2 days prior to expiration of my sessions that I would need a new prescriptions and insurance authorization. As if this can actually be done in 2 days. Then I was rudely informed, again by the office manager, that keeping records of the number of sessions was my responsibility not theirs. This was a bit of surprise since other PT facilities had always been more than helpful when maintaining continuity. Of course no apology. 7. The Owner took no interest in correcting any problems until my doctor shared my concerns with him. Then he apologized profusely, gave me his phone number and email address, corrected the over booking problem but never addressed any of the management issues and was not available when new issues arose. After approx. 24 sessions I decided a change was necessary. This is not a patient oriented facility but a facility whose primary concern is accounts receivables and churning a volume of patients.

MI

Misty Bell Stiers

I have seen two different therapists here, and have been attending therapy at SPT for over a year now. I have had two different (but challenging) injuries and cannot put words enough to the fact that I have overcome a great deal of the physical challenges that came with those injuries in large part to the wonderful people at this facility. My two therapists have been great - but, in fact, I have felt cared for and cheered by all the therapists who work here. Specifically, however, Megan and Irene have pushed me, supported me and challenged me at every turn. They were patient with me when I was scared and frustrated, and my biggest supporters when I when I was ready to fight. They never let me quit and - even more important - educated me on exactly what was going on with my body and how best to get it moving and strong. I smashed my right wrist last January (2014), and was terrified Id never paint again properly. It wasnt but a few months before I was able to get back to my easel. To this day, a year later - I think of Megan every time I pick up my pencil or brush. And now, a short year after a horseback riding incident left me with a crushed pelvis and a snapped tibia - I have just finished my first 5k (even before my accident I had never run more than a mile at a time). I cannot tell you how great this feels - and how GRATEFUL I am for the people who helped me get here. Im still working, and Im still at STP (and will be probably for a while) but when the day comes when I am healed and off to start a life where movement is something I just do and never think about - I will definitely leave with a heavy heart. These people have changed my life in many ways and I am better for it. I recommend them and the facility as a whole a million times over.