Turning Pointe Physical Therapy Turning Pointe PT Fraudulently bills for services not recieved, falsifies documents spokane Washington

The business continues to violate patient confidentiality by disclosing personal information to outsiders out of malice since I filed this report. The business is charging me ten dollars monthly maintenance fee. They are not willing to meet half way to settle this dispute. The initial charge was $60 fee because I canceled with less than 24 hour notice. I was unaware of their policy. The business continues to retaliate against me for filing this report.

The particular client who wrote this report is upset that she was charged a late cancellation fee for which she was assessed due to canceling her appointment with less than 24 hours’ notice. This client has been seen in our facility several times over the past year (2012 & 2013). She was aware of and signed our cancellation/no show policy that states that she would be charged for any cancellations that do not give the office at least 24 hours’ notice or any times she does not show up for her appointments.

When the client received this late cancellation bill, she was very upset and told us she would not pay the fee and that she wanted us to cancel all of her upcoming appointments. We obliged her request. We then contacted her L&I case worker to maintain open communication regarding her care and to notify the case worker that there would be no more services provided by our facility. The case worker was VERY apologetic noting that this situation has happened in the past with other facilities and that this patient was indeed responsible for the late cancellation charge. The case worker then asked us to send her a complete listing of all of this patient's appointments over the past year and note whether the client had been seen or cancelled/no showed.

In reviewing these appointments, it was further discovered that the client cancelled and no showed several appointments for which she was never charged. We have been very lenient with this client and tried to work with her on paying this bill, but she was very disrespectful to the office staff and refused any sort of appropriate communication.

As a company, we strive to provide excellent customer service in addition to superior physical therapy services. We provide only one hour (one-on-one)  sessions and utilize no PT aides. This is a very expensive, yet effective way to provide physical therapy. We go above and beyond to insure that our clients have a good experience at our office. We do not, however, allow patients to mistreat our therapists or administrative staff by not showing to an appointment or by providing less than adequate time to cancel an appointment.