Encore Rehabilitation-Cullman

I had a 1pm appointment at Encore today as a new patient. I arrived 30 minutes early in order to fill out paperwork. When I walked in, neither receptionists said a word to me so I said hello. I was asked my name, gave it and said that I am a new patient. Then the young woman asked me if I had filled out paperwork and I said no, I’m a new patient. She started gathering paperwork together from different files, looked through the paperwork looked through some more files went, through the paperwork, pulled some things out, put some things in and finally put it on a clipboard and said fill this out. I turned in the paperwork and then waited in the waiting area until 15 minutes past my appointment time, then 20 minutes past my appointment time and still didn’t know what was going on and no one said anything to me. At almost 25 minutes past my appointment time I walked up to the counter and asked if there was someone specific I was supposed to see and about that time a woman walked out with another woman. I had just sat back down and she looked at me and said she’d be just a minute. She went outside and was speaking with someone by a car and I waited inside a few more minutes. I finally got up and told the receptionist to shred my paperwork that I was leaving and that they had made a very bad first impression. I went out to my car, but spoke to the woman and told her I was leaving and wouldn’t be having an appointment with her. She came over to my car and said she was speaking with a special needs boy in the car. If she had stopped and introduced herself to me and told me the situation and that she was sorry things were running late I would’ve been fine about it. The way this was handled was really poor customer/ patient service. I’ve worked in patient and customer service my whole working career and would never have treated someone like this. Especially someone brand new. Perhaps some training needs to go on at Encore regarding how to greet, have paperwork ready for a new patient, and generally deal with a patient. My time is valuable too and they wasted it with completely poor service.

We didn’t even receive services because the front office manager got smart with me when I asked a simple question. You should not be in front management if you don’t know how to talk to someone. I am still in shock that she got so rude with me!

Can’t say enough good about Encore and the whole staff! My son has been getting physical occupational and speech therapy for going on 10 months now. The whole staff has been a saving grace for us. I recommend them to everyone!!

Best place to take your littles. My son loves it here and he has a great therapist every single time. We have usuals but in the case it's another person they too are amazing. Very patient staff and there's never a wait. They have everything down to a "T". My son is doing great things and has come a long way already going here. The receptionist are always very helpful and super sweet as well. For reference my son is autistic and it's absolutely an amazing place to take your child in such case. I cannot say enough good things about this place.

Love Encore Rehab in Cullman! 2 of my kids have gone through speech services here and have done great! My oldest son graduated speech a couple of years ago, and now my youngest son is going. The staff is great in helping my kids, and also helping me understand their individual needs.

Outstanding Therapists! They have helped me so much not just with their skills but helping me understand the mechanism of our body. My thanks to Darlene, Natalie, Jeanie and Austin! PS. Front desk ladies were always nice, friendly and helpful. Thanks again, Paula Virciglio Roberson

Everyone here is like family. They have been giving my daughter therapy since she was a baby. She is 9 now. They have always been there for us. They have never given up on my child, even when the big shots did. And she is back to standing, up and down. And trying to walk. Little steps, but big steps for her. Love these people here. I don't want to single out anyone, but she knows who she is! Thank you D!

Clinical staff is excellent but they have the rudest front office staff, woman was rude with comments and don't even ask questions because she will bite your head off. Mgt.might need to have some training in respect & human resources. Again Clinical staff was excellent. Need to address problem with front office staff , I think you know who after reading other's reviews !!!!!!