My daughter recently had a bad experience at Jackson Clinic in Oakton and asked me to share her…read morethoughts. She had gone to the clinic for PT for about nine months but stopped because of the PT's rudeness.
My daughter notes that the people at the front desk were beyond helpful and kind. Specifically, Anna gave us her email when my daughter hinted that she was upset about a different situation, and she seemed to genuinely care about the issue. David was also nice when we talked to him.
Unfortunately, there were multiple occasions where my daughter felt sick and terrible during the sessions, and had to leave. When she would tell her PT, the PT would make my daughter feel bad and guilt trip and pressure her into staying longer. Recently, my daughter got sick and couldn't go to PT for about a month. After a month, she felt well enough to attend about 30 minutes. After the initial 30 minutes with the PT, my daughter told them she wasn't feeling well and would go home after one more exercise (that she planned and chose to do). They told her, "Okay, well just plan to stay longer next time." My daughter was extremely confused and just dumbfounded. She assumed the PT misunderstood and told the PT that she still wasn't feeling well from her recent sickness and had planned to only stay for 30 minutes. The PT double downed and told her to plan to stay for longer. At that point, my daughter was so angry she didn't want to talk to the PT anymore. She did the last exercise and left.
Because they were not receptive to her feelings and symptoms, my daughter decided to stop going to the clinic, but we wanted to report it to their admin team. She sent in a contact request to the Jackson Clinics company admin team, but they never emailed or called us. A few days later, I cancelled all of her upcoming appointments at the clinic and the clinic director asked me why. I briefly explained, but my daughter called him back and told him more. At first, he seemed understanding, but near the end he seemed to be making excuses for the PT. He said he talked to her about it, and he didn't mention if she was even sorry or wanted to explain it herself.
We later learned that Jackson can only bill you for the time that the patient is there. We assume they put pressure on their employees to make clients stay. While we understand that this is not the employees' fault, we expected more courtesy from them, explaining that they had to say it. Jackson most likely puts pressure on their employees so they get more money, but because of this forced pressure, we are not willing to continue service, and they lose more than they would have.
We also recently learned that they sent an end of service note to my daughter's PCP. We know this is normal and expected. However, the PT lied on it. She said that she had explained to my daughter during the last appointment about their 90 minute model. She did not. She also said "patient was noncompliant with at home exercises." While this is partially true, as my daughter has multiple unreliable and unpredictable health conditions, the PT did not put in a lot of effort to help.
We hope this review will give potential clients some insight and our goal is that they won't make others as upset as my daughter was, and still is.