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  • Rachel, the physical therapist, is amazing. Truly a subject matter expert. She does so much for a place where physical therapy seems like it's more of an afterthought. There's not a lot of room to do exercises and such. Regardless, she cares for her patients and is involved with their care. She works hard and you know that she cares. The reason my rating is two stars is bc of the referral process. Instead of sending a referral document to my PCM their referral department handed it to me to give my PCM. Then this place calls me a couple times a week asking if the referral had gone through instead of calling my PCM. Who has time for this? They had this letter from my insurance that said if I needed to change providers that I needed to call Tricare to make the authorization. There's no insurance company who's going to listen to their insured customer and blindly give out 12 additional visit authorizations without hearing from the PCM or PT referral Dept. Their referral staff kept stating they contacted my PCM, but they didn't. I had to initiate the paperwork process, but every other PT place I've ever been to did it for me since it helps them too financially to get more visits. I had a stern conversation with the referral dept after they acted like they did something beyond bugging me for an update. I get to my appt and the owner wants to talk to me and says I should have asked for the manager. I told her that her employee should have referred me to their manager. So we iron out our differences in a conversation and then I start my PT session. As I'm leaving the front desk hands me a envelope. I open it in the parking lot and it's the letter from Tricare that they've been standing by that says I have to call my insurance company if I'm changing providers. What a slap in the face. They don't do their job with the referral and then want to prove to me that they did what they could which was nothing. This place is managed by idiots. Starting from the owner down. Rachel the physical therapist is awesome and if she ever moves to a facility that was meant for PT then I'd see her in a heartbeat. I'm heading over the 360 physical therapy that's across the street.
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