Patient Voices
Concentra is improving America’s health, one patient at a time. To do this, we intend to redefine the patient experience by treating individuals with welcoming, respectful, and skillful care. Here are actual comments from patients letting us know how we’re doing. (Note: Due to privacy and HIPAA regulations, we only refer to patients by first names and clinicians by last initial.)
Compelled to share
I had to contact someone about my care. My first visit after my injury was so efficient and quick. They took me in [and] they were very careful when they took x-rays of my broken toe. They spoke to me as an equal and with deep concern. The next visit I met my doctor, [and he was] better than my personal doctor. He drew pictures of my injury and explained everything every time I visited. He did not make me feel that he was in a hurry or rushed. He would answer all questions and he also appeared very concerned about me. I have not met a staff like that before. I made a point to inform them all that they were the most pleasant group of people that I have met. And I wanted to thank them for their services and hope that more people have and will do the same (thank them).
— Carolyn, Detroit, MI
Nine months of care
I am writing to you today to commend a particular employee named S—. I hope this letter finds its way to her personnel file. I am a middle age woman that was a patient of S’s for over 9 months. It was my very first experience ever to be sent to a Physical Therapist office. It was unbelievable that the pain in my knee and lower back had drastically improved over time. I was treated with the total respect and felt like S— was always in control on the treatments when I arrived for my appointments. I was extremely comfortable with this person as she had earned by trust and confidence as her patient. I highly recommend [her] and have done so to other people who are considering this type of treatment. As time when on, both my knee and lower back felt normal and my therapy session had ended. S— was extremely personable and caring which she made me feel as if I was her only patient. Thank You.
— June, La Palma, CA
An Army man’s compliment
I wanted to inform you that I was pleasantly surprised with the quality of care I received today. The woman who did the initial screening and blood draws (K—) was very considerate and made sure that she did not sacrifice compassion or thoroughness for the sake of time.
I was seen by Dr. W— and he was very understanding and showed genuine concern. Being in the Army, I have been subjected to many medical screenings and I can honestly say I don't think the quality of care I experienced can even be compared to what I received today. These two individuals are shining examples of what a Healthcare provider should strive to be.
Thank you very much and have a great day.
— Daniel, Austin, TX
Glad to be back on his feet
Dr. D—,
Just taking a little time to wish you and the therapy center staff a safe holiday. Probably wondering who this is from? Well, I hope you remember a young man who dragged a torn right calf muscle into your center on the verge of tears. You guessed, it’s me Hector … a memorable time period. The calf muscle is doing well, still cautious and the cold weather at 5:am in the morning still likes to test me at times but otherwise good.
I am going home for the holidays (Texas) to see a sister who is a P.T. assistant with the school district out there. I’ve told her of my first time experience in dealing with physical therapy and how I had no idea what to expect. I thought it would be in and out in ten minutes with someone who thought of you as just another number. Well, you and your staff have proven me wrong. Thanks. During the longest of 6-7 day workweeks you get lost sometimes and you forget that there are people who still care and who will always care. I will be running up a storm as I told you...
Safe holiday to you, staff and all your loved ones. You will be thought of.
— Hector, Atlanta, GA
Treating patients as people
Dear Dr. T—,
We would like to take a moment to thank you and your staff for the outstanding treatment we have received. Our initial decision to visit [your center] was purely a chance selection taken from the [insurance] network. However, it’s easy to realize that we could not have made a better choice had we the opportunity to review each option twenty times over!
We felt at ease from the moment we walked in the door, as everything from registering at the front desk to your direct care was nothing less than spectacular. It’s incredibly refreshing to visit a medical clinic and be treated by a doctor who has genuine concern over your well-being. You not only clearly explained diagnosis and treatment, but also took the time to get us the necessary referral.
If our experience had ended there, that would have been exceptional in itself. Yet when we needed to speak to you on the phone or had come in for a follow-up visit, we received the same great treatment as we experienced in our initial visit. You and your staff (D— in particular) are fantastic at treating patients as people, something which is sadly lost at other clinics (and hospitals) we have visited.
Thank you again for your outstanding service and treatment!
— Alicia and Nathan, Chicago, IL
Full-time support
I came in [to your center] within 1/2 hour of closing time, and you’d never know it… Everyone was wonderful! This was an important appointment for me. My job gave me additional hours so that I could become full-time….I could start immediately, after my drug test, so with your facility taking me immediately after I finished work, I could start my additional hours within a week. In 90 days I will have my own benefits!...Now I will be able to work and support myself and my kids on my own. Thanks to your facility, I can do this immediately. They didn’t know my situation; I didn’t want to hold them up from going home to their own families. Please let them know that they were my angels that day, along with my bosses and coworkers…. I will never be able to thank them enough!
— Deidre, Reading, PA
An awesome experience
It’s been a couple of weeks since I was at Concentra in Houston for a work physical…I wanted to tell you that I have never had such a good experience at a place like Concentra or one of its competitors as I did with [the doctor]. It was late in the day and yet he had a sense of humor, took a personal interest in me and was professional. You never see that at your type of places. Typically, you get depressed doctors who act like they are counting the days until they can get out of there or wondering how they got there to begin with. He was the nicest doctor I have seen anywhere, including my personal doctor. Hang onto him…he was awesome.
— Brian, Houston, TX
A diamond in the rough
This was one of those experiences in life that I was not prepared for. I contacted Concentra for immunization shots (travel) that were not covered by my insurance. So, price was very important. I had prepared myself that this was going to be an ‘ugh’ experience because of the ease of setting up appt., the fact you are open 24/7, etc...Wow was I surprised!!! This was one of the best medical appointments I have ever had. Let me go on...N— at the front desk was great in setting up my appt, J— was a wonderful / fun nurse who said she "loved" her job, & doctor B— was more than I could have ever asked for. I left this office feeling like I was King and had all the information I needed on yellow fever, hepatitis A/B, TB, etc...I consider doctor B— and this office an asset in my family's health plan from this moment on. Additionally, I have shared this experience w/ several friends and they were quite impressed. They had not heard about Concentra prior to my conversation. I have found a diamond in the rough…I own a marketing company and I understand customer service, doing the right thing, etc...You guys did it!!!
— Dana, Miami, FL
Outstanding out of town care
I am writing to commend the professionalism and wonderful care I recently received. While on a recent business trip to Atlanta, I developed a severe finger infection and was sent to the Concentra Urgent Care office. Dr. N— was not only efficient and thorough in her examination and care, but took the time to make sure I understood all the tests that she was planning on executing, and even did some online research for me, so that I could have the information for future reference. Thank you for caring to employ such dedicated doctors as Dr. N—. Because of my experience with her, I would not hesitate to recommend your fine services to anyone in the future.
— Deborah, West Orange, NJ
