ComplaintsforDynamic Physical Therapy

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A return phone call from the owner would have been appreciated. I want to request information on their COVID mitigation policy because I ended up getting COVID after my therapist was out with it for a few days (I found out during my third appointment after my therapist returned that she had been out with COVID. As a registered nurse, I do know that the *** follows CDC guidelines and there are a set of guidelines specific to healthcare providers returning to work after COVID infection. A mask is supposed to be worn through day 10 after either the onset of symptoms or the date of the positive test, whichever is first (or sometimes you may have a positive test without symptoms so the symptom onset date wouldn't apply, obviously.) When calculating the dates, no matter what day was the start of my therapist's isolation before she was out, she returned to work without a face mask and I was in a small room at arm's distance or less with her unmasked when she should have been masked through day 10. For three days I was exposed because the virus can still shed after a 5 day isolation period which is why MASKS are to be worn through day 10 around others. I do not blame ****** for this because the employer should have been following certain guidelines and should have relayed what those were to the therapist before she returned and started seeing patients again. I had been off work for two weeks when I became ill so it did not come from my place of employment. No one else in my household tested positive or developed symptoms and I wasn't around anyone else. I missed an appointment prior to 1/1/24 that insurance had approved because my therapist was ill and the only time that the other pelvic floor therapist was available the same date and time as a post-op appointment I already had scheduled with one of my physicians. I know that the cancellation policy is 48 business hours. I paid it once with no problem when I wasn't able to cancel in advance due to the holidays and the long weekend. I wasn't feeling well but I paid the fee with no problem. The fact that I am being charged a late cancellation fee over missing an appointment because I had COVID is not right. I called immediately after I got my test result and have documentation from *********** because I wanted to prove that I wasn't making something up to get out of paying another fee. I called at 10 am the day before my 2 pm appt. I was told "Nobody gets a free pass" in reference to the cancellation fee. I said "well then I'm coming in tomorrow in a mask." I was told "No you can't." I hardly call it a "free pass" because I missed two weeks of work and had to isolate from my child and husband in a separate room so they wouldn't get sick. It caused my autistic son a lot of distress because he wanted to be with me and couldn't. My husband spoke with the clinic manager, *******, about the fee and how charging someone in this situation is immoral, he was told by the manager that if we were worried about the cancellation fee to not schedule out appointments ahead of time. The appointment that I canceled was only scheduled two days before so I would have had to predict that I was going to test positive for COVID and then not make the appointment, or call and cancel the same day I scheduled it. It was a slot that had been open and I was offerred the slot last minute. Normally I was unable to book anything that soon but since my insurance had just approved additional visits they asked me if I wanted that slot so I said yes. The owner refused to return our calls and I was sick for two weeks and missed work. As a part time employee I do not get paid for time off. I was punished for my honesty and this is a dangerous way to operate a healthcare facility because it would have been a better outcome for me if I had not been honest. So dishonesty and spreading COVID-19 is ultimately the behavior that is rewarded. I wasn't asking for the cancellation fee to be waived for any other illness but with ****** was told by a HCP that I had to isolate for 5 days. I wish I could have continued with ******. She helped me a great deal and was very kind to me. I will not be treated like that and continue to be a source of income for the facility. You have already made thousands of dollars for the services I received and I will not allow another dollar to be spent at a place where the owner, *****************************, refused to return a call from a customer to discuss my COVID concerns.Timeline: I saw my therapist on 12/20/23 for a regular visit. TIMELINE: On 12/21/23 I received a call to say my therapist called in sick for 12/22/23 when my appointment was scheduled and was unable to reschedule for the time offered to me, thus I lost one of my appointments that was fully covered by my insurance. On 12/26/23 I wasn't feeling well. I wasn't able to cancel 48 hours in advance due to the holidays and extended weekend. I paid my cancellation fee for that day at my next appointment, 12/27/23, before I even saw my therapist. I also had visits with my therapist 12/28 and 12/29/23. During the appointment on 12/29 the therapist had mentioned that she had been out because she had COVID-19. My next appointment was scheduled 1/3/24 in the morning and that was when I was offered the appointment on 1/5/24. I tested positive for COVID on the morning of 1/4/24 and called Dynamic as soon as I tested before my *********** appointment that morning. This is when I was told I couldn't come in because I had COVID but I also had to pay a late cancellation fee.

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