Rancho Physical Therapy

Customer Feedback on Physical Therapy Center

• Chad, a therapist, is highly praised for his knowledge and ability to explain exercises and concepts clearly.
• The personalized approach and dedication of the therapists significantly aid in the recovery process.
• Exceptional care has helped some patients avoid surgery, especially for back issues.
• Friendly staff and well-equipped facilities contribute to a positive healing environment.

Feedback suggests that the therapists offer excellent care and support, making a significant impact on patients' recovery journeys. The environment is described as conducive to healing, with staff who are attentive and well-trained.

• Complaints about the receptionist staff, mentioning rudeness and dismissive behavior, which negatively affects the patient experience.
• Issues with communication, such as unreturned phone calls and difficulty scheduling appointments.
• Billing concerns, including unexpected charges and lack of communication regarding bills.
• Problems with appointment management, including reported cancellations not being acknowledged and resulting in termination of services.

The feedback indicates that while the therapists provide excellent care, the administrative side needs improvement. Issues with communication, scheduling, and billing are common complaints that impact the overall customer experience.

Recommendations

• Enhance receptionist training to improve patient interactions and communication.
• Implement a more reliable system for returning calls and managing appointments.
• Address billing communication to ensure transparency and clarity for patients.

Improving these areas could enhance the overall experience for patients and ensure that the high-quality care provided by the therapists is complemented by efficient and supportive administrative processes.