Primary Location
Amenities
Planning
Accepts new patientsAppointments recommended
Accessibility
Wheelchair accessible entranceWheelchair accessible restroomWheelchair accessible parking lot
Amenities
Restroom
I am filing this complaint due to the poor management of patient communication options.
The actual PT’s here are okay… I guess. It was recommended I see their PT who had experience with cycling injuries, as part of my issues were related to that. At my first meeting with the male PT (the only one in this office it seems), he had to put kinesiology tape on my shoulder and suggested going into a private room where I could take my shirt off to make it easier. That was kind of shocking and made me feel very uncomfortable, so I just stretched out the neck of my shirt a little which worked just fine. That was at the end of the appointment and for the next 5-6 appointments after that I got bounced around to various other PT’s, which made me wonder why. I decided to just see if there were any further uncomfortable moments with that particular PT and eventually he saw me again. He seemed decent from there on out so I continued to have appointments from him. Regardless, it didn’t seem like a very professional experience.
Also, your appointment time is only 50% with the actual therapist, and 50% doing guided exercises with a trainee.
Their system is set up in a manner which makes it very easy to be “discharged” as a patient. It is almost as if they are aiming for a high turnover in clients. For instance, if you call and are unable to get through to someone at their front desk to say you are running a few minutes late, they will discharge you after just TWO instances. Just calling in will undoubtedly take more than ten minutes of your time, on hold and speaking with the sleepy call center staff.
There is no direct phone number to call for the office in case of emergency or issue, and you are put on a long hold to reach a call center with staff that is incompetent and has no sense of urgency. If you can get through, they might connect you to your local office, but by then almost ten minutes has passed. If you are a patient on foot walking there or trying to drive a car, this can be virtually impossible.
Additionally, upon entering the building at this location, the elevator is often stuck and the wait time can be longer than 5 minutes. So if you are running late due to traffic and get stuck waiting for the elevator, suddenly you have no physical therapy care. It’s beyond ridiculous.
To uphold this strict discharge rule and leave patients without care is absurd. ATI needs to improve their communication options if they intend to actually help people get better. Having an app, or even just the ability to text your provider or office is vital.
On a different note, I found this location to be rather unhygienic. The building it’s housed in is old and decrepit, and a lot of the PT equipment is tattered and old looking. Shared equipment is not wiped down between users (ie, the PT trainee guides you in doing an exercise then hands you the brown-stained handles of an elastic band). Restrooms are frequently filthy as well.
If this review has been read by ATI, please do NOT respond with your generic reply as I have already reported this business to the BBB.
Post-reply update: No, I do not wish to speak to anyone at ATI. If anything my communication will be via email, where there is a timestamp and record of communication. Thanks for the generic response, ATI “owner” - shows you did NOT actually read my review here! I said DO NOT respond.
