This place is a mixed bag. The pediatric therapists are great, for the most part. My son has multiple therapists, and he loves them all. He's also making good progress. The adult therapists...eh? They're ok, not great. Personally, I kept telling my PT that the therapy was making my back hurt worse, and she kept telling me to "stick with it." I told them the only PT that ever helped me was water PT, yet they never, ever scheduled me for the pool. After 16 weeks of 3 times a week with only a 4% increase in range of motion, I finally chose to discharge. I was in agony from the appointments, and I couldn't take it anymore.
The scheduling is ridiculous. They will schedule you when you're not available, change your schedule without telling you, and get mad at you because they don't have enough therapists available. (That's an especially big problem, but it's not your fault that they don't have enough providers for their patients! They're sure enough happy to collect from everybody's insurance!) Good luck trying to move an appointment that's already on the schedule. Once they scheduled me when I had already been discharged--for months!--and was out of state. Then they called me up to find out why I missed my appointment, and blamed it on a computer error. I stopped agreeing to pay the fee if I missed a scheduled appointment (for my son) without giving 24 hours notice after that. You can't access your schedule unless you call, or go to the office and have the receptionist pull it up on her computer. You do get an email reminder, but if you or your child has multiple appointments on the same day, you will only get a notice for the first appointment of the day.
When it's good, it's really good. When it's bad, it's really bad. I'd gladly take my son to a different outpatient center if I could only find one!
UPDATE: After calling Manchester and asking to switch to that office several days ago, I got a phone call from my son's current feeding therapist today. She assured me that they were doing everything they could to meet our scheduling needs. I informed her that I was told, under no uncertain circumstances, that there was absolutely nothing else available for my son. Apparently, if you have to work as a parent, that doesn't matter to Top Rehab. The only thing that matters is that children who are in school get top priority for the after-school appointments. Well, my son can't go to preschool this year because he is at high risk for COVID!
After expressing my extreme frustration with the continued scheduling problems--problems that I had as a patient 4 years ago, by the way, when I had to bring my aforementioned son with me three times a week and stick him in the stroller next to me during my PT appointments, because they also refused to work around my schedule then--Bobbie told me, "I'm sorry you feel that way." Not, "I'm sorry we keep accepting patients when we don't have enough therapists to fulfill everyone's treatment plans," or anything of that nature, which would have been a much more appropriate response. Why is it Top Rehab wants to make us feel as though we need to beg for their services?! Are they not cashing the insurance checks, and collecting the co-pays that we give them?
When I called Manchester back to figure out why in the world they had a therapist from Tullahoma call me (a day late, at late), when I already stated all the reasons I didn't want to go there anymore, the receptionist told me that was the protocol put in place by the owner. Well, Lisa, owner of Top Rehab, that's a pretty horrible way for you to run your business! Don't stick your therapists in the line of fire, due to your shady practices, to try to mollify us. You make us feel like it's our problem that you keep on accepting patients when you can't keep therapists to provide their services! If this is the way you are going to treat your patients, then need you need discharge some of us. Let us get services from a provider that actually cares about what we need, not from a provider that only cares about money. read more
