My husband had a spinal fusion surgery and before he left the hospital we were contacted by kindred to inform us that a physical therapist would be calling us later that day to schedule a physical therapy appointment. I didn't hear anything that day which as Tuesday but I was sure he would call by the next day. Nope but the nurse came by and filled out the paperwork needed. When I asked about the physical therapist who would be coming by she acted as if she has no idea about it and said we would have to contact our office. She then got concerned about my husbands heartbeat being a bit high. (This was 2 days after surgery keep in mind) Said that he was obviously not in excruciating pain and was not up and waking around so his heart rate should not be that high. First of all, my husband had been walking around with a walker a few times that morning and had just sat down and fallen asleep 30 minutes before she arrived. He had not been getting much sleep which is to be expected after having a major surgery. Secondly, my husband is not one to scream out crying in front of strangers. He will often cringe but doesn't let others know how much pain he is really in. Needless to say we were annoyed and felt judged. Later on that Friday (4 days after surgery) my husband or I had still not received a call from the physical therapist. However, his orthopedic surgery is nurse did call to check in on him. When I expressed our concerns about a physical therapist not calling to schedule an appointment yet, the nurse from the orthopedic surgeons office told us to call kindred at home to get an appointment set up. So on Friday afternoon my husband called and spoke with Debra. He explained the situation to her that he had not received a call from the physical therapist to schedule an appointment. Debra stated, "we don't make the therapists schedules. They make it theirselves" My husband finished the call and then calls me while I was taking our child to an appointment. When he role me how Debra spoke to him I decided to call myself. So when I did Debra answered and I explained that my husband had just called and needed to find out when he would be hearing from the physical therapist. She of course in an annoyed voice as if I was inconveniencing her said, " Like I told your husband, we do not make their schedules they do it themselves." I then explained to her they he needs to start physical therapy and we wanted to see if someone cold speak with the physical therapist. She then snapped back at me and said, " I already send him a message after I go off the phone with your husband." Now today is Monday. Exactly one week since my husband had his spinal fusion surgery. We still had not received a call. So around 4:30 pm I called kindred at home and this time a different woman picked up. I explained the situation and she was not rude at all. She placed me on hold and I believe she put someone else on the phone to answer our questions about when the physical therapist would contact us to set up an appointment. This woman then answered us after a brief hold and said that the physical therapist would get into contact with us this week to schedule an appointment this week. Tomorrow I do plan to call the number provided in the folder for kindred at home where the president of the company asks to give any praise or complained to him. As a person that has worked in customer service my entire career, I understand that there can be customers that may be challenging, however I felt that they way Debra handled our call as if we were wasting her time on Friday was absolutely unprofessional and uncalled for. There were several ways she could have handled the situation differently. For example, she could have explained that "the therapists schedule the appointments themselves, however I can send the physical therapist that will be seeing your husband a message to remind him to give you a call." Unfortunately, this experience has not been the best, however I hope that from here on out things will be better. read more