Capuchino Therapy Group -Occupational, Physical & Speech Therapy

Customer Feedback on Service Experience

Feedback suggests varying experiences with the therapy center, highlighting both positive and negative aspects.

Positive Aspects

• Therapists' Performance: Customers have mentioned that the therapists are knowledgeable and provide quality therapy sessions.
• Therapist Lula: Lula is praised for her knowledge, thoroughness, and patient-centered approach.

Areas for Improvement

• Multiple customers reported unprofessional behavior from the receptionist, including rudeness, disinterest, and lack of basic customer service skills.
• Customers felt unwelcome and uncomfortable due to the receptionist's attitude, which negatively impacted their overall experience.

• The scheduling system is considered inefficient and problematic, especially for patients with complex needs.
• Instances of poor communication, such as not answering phones, changing appointment times without notice, and failure to respond to inquiries, were noted.
• Patients reported being removed from schedules or targeted for discharge without proper cause or communication.

• Feedback suggests instances of perceived discrimination, particularly when patients were late due to reasons beyond their control, like insurance-provided transportation delays.
• There were reports of threats of discharge without adequate consideration of patients' circumstances.

• Improving customer service training and addressing specific complaints about the receptionist's behavior.
• Overhauling the scheduling system to accommodate patients' needs better and enhance communication processes.
• Ensuring all staff maintain a professional and courteous demeanor to create a welcoming environment.

Overall, while therapy services are well-regarded, significant improvements are needed in customer-facing interactions and scheduling processes to enhance the patient experience.