ComplaintsforMotion Sports Medicine

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************** is a physical therapist at Motions who is disrespectful, rude & unprofessional. On two occasions she has rudely & loudly yelled at myself and my 85 yr old mother for the times that we arrived at therapy. First time was Fri 10/1, I was scheduled for 1:30pm upon arrival Levy confronted my ******* yelling that we were late. I responded by telling her that I had an appt for 1:30pm and I could show her in my phone. This took place at 1:30. Other ********************* were in the immediate area and it was embarrassing. Again on the following Mon 10/4 I had a 1pm appt. I arrived at 1:10 pm and soon as ******* sat down Levy came over to us yelling about were late. I told her we got there when we could & I didnt want to argue about it. Levy threatened that it was to my moms benefit to get there on time (shes actually moms therapist, I see another person there) because she had to leave at 2pm. I was again embarrassed as other patients look on. Ive decided to not go anymore.

  Business response

  11/05/2021

  To Whom it may ******************* October 11, 2021, MOTION received a 1-star ****** review from ********************************* outlining her poor experience with our therapist, *****************.  An internal investigation was conducted with ****, her manager, *********************** (Clinic Director), and *************************** (Senior Patient Experience Manager).  It was determined that the patient perceived **** to be yelling at her but **** did not yell at the patient but did explain to her that her perpetual tardiness to appointments was affecting the plan of care for her mother (who was actually ****'s patient), and therefore diminishing her mother's ability to reach therapy goals.  The Senior Patient Experience Manager reached out to ****************** on October 14, 2021 to better understand her feelings and ask the patient what MOTION could do to resolve the situation for her.  ****************** stated that she would like an apology from ****.  **** reached out to the patient on October 14, 2021 a few hours following the first phone call but was met with her voicemail.  **** left a voicemail apologizing to the patient and offered to have her call her back for a live conversation.  ****************** did not call back.  The Senior Patient Experience Manager called the patient on October 18, 2021 and left a voicemail asking her if she was satisfied with the voicemail left by **** the previous week and asked for a return phone call.  As of November 5, 2021, the patient has not returned our phone calls to close the loop and ensure she is satisfied with the result of MOTIONs actions.
  
  Sincerely,
  ***********************, Clinic Director, MOTION ********

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