NCMC Rehabilitation Center

My daughter is receiving Physical Therapy here and I am very satisfied. The people who work here from the front desk to the therapists are so welcoming. They make you feel like you are part of the team. The care has been exceptional. I googled her symptoms and the exercises they gave her were on point. But beyond that they take the time to talk to her as the patient not talk about her to me in front of her. I appreciate that. Keep up the great work.

Racist Physical Therapists. I was doing exercises alone in the large PT "gym" area, the only other person aside from a (white) Therapist and her (white) Patient. I'm also white, this is relevant. They proceeded to have a loud conversation, about how the Therapist's daughter had been at a track meet that weekend. And about how the daughter never had a chance, because she seemed to be the only white girl there. They proceeded to go back and forth, with insulting and shockingly inaccurate racist wives' tales. "Well they're better at that sort of thing. They have an extra tendon in their knee, you know." "It's a genetic advantage, they should have to have their own league." I was too scared to say anything to a clinic manager, worrying that "tattling" would result in my care worsening. But people need to know.

Stay Away, seek treatment elsewhere. The care and treatment that our daughter received was over shadowed by incompetent billing and dismissive customer service. We made our first appointment at this office in March of 2016 after receiving a diagnosis of torticollis from our pediatrician. At the time of appointment setting we inquired as to the cost of evaluation and treatment and were advised that because insurances cover differently they could not and would not give us an estimate, which to a point I do understand. When we arrived for our first appointment they again could not give me an answer as to the cost of the appointment or what they would bill to insurance which made little sense to me. After three months and four appointments, and several inquiries into billing, our rehabilitation PT advised that she would like to see our daughter every week instead of every 3-4. I told here that I still had yet to receive a bill and was information that she didn't handle that or know the cost of the appointments, she walked me up to their billing department. The billing specialist was able to print me what they are given to the insurance, I'm not certain why up until this point that was not available to give to me until the PT asked. I was shocked! Individual treatment session lasting 30 minutes were billed at $395.00. The evaluation was an additional cost. This mean I owed over $1200 and had not been stopped from making an appointment or had been asked for any form of payment. I cancelled all our future appointments and began working to pay our bill off. Today, as I am $200 and change away from paying off our owed amounts, having paid over $1000, I called into the office to speak with someone in billing to advise them of what happened to me and to discuss how I didn't feel this was acceptable in an attempt to avoid this situation in the future for someone else. I was brushed aside by the billing "specialist" I was interrupted continuously. She informed me that that they are under no obligation to collect monies from people or inform them of balances on their accounts, additionally they are under no obligation to check with an insurance about coverage or relay that information to clients, they do this as a courtesy and if it doesn't happen its the patients responsibility. Additionally I was told that the billing does not come out of that office directly, they have nothing to do with billing at all. I asked to speak with a supervisor after being interrupted numerous times and was then told, after holding, that her manager preferred if I spoke with another senior supervisor who was unavailable but would call me at HER convenience. Having worked in both customer service and management across multiple fields for over a decade I am frustrated and disappointed both in the billing and behavior of the employees as well as in the management of this office. I am not looking to stop making payments or to run out on my bill, simply to educate. I truly feel that my daughters care was compromised due to poor communication and lack of respect and empathy shown from this "award winning" health system.