Mild ankle pain - multiple unnecessary referrals and then debt collectors!
I went to the clinic for some mild stiffness / pain in my food/ankle joint - I was concerned it may become a long term issue, and I'd just started training for my third marathon, so wanted to get it assessed asap. The physio I saw told me to stick with my training plan, and then gave me exercises - he didn't think it was serious. My follow up appointments consisted of a brief review, some additional exercises, and a lot of conversations about further referrals and specialists I could see within the clinic as the problem wasn't getting any better. I opted to rest, stop running while completing the physio exercises prescribed and the problem went away in a matter of weeks and hasn't returned. It felt like the therapist was prioritising referrals rather than my healing. Following this, there was some issues with my insurance payment, which I wasn't informed about. I have since been contacted by debt collectors. No one emailed me, they allegedly tried to call me, no voicemail was left. Really poor communication and un necessary stress caused by escalating the issue to a debt collection agency.
Svar från Pure Sports Medicine
Hi there,
Thank you for taking the time to leave your review. We appreciate all feedback as it helps us to continually work towards delivering the 5-star experience that we strive for every day in each of our clinics for all patients.
We appreciate wanting to get the pain you were experiencing seen to, as you were training for a marathon – congratulations on taking part in your third overall! We see many runners throughout the year in all of our clinics and our focus is always to help people keep doing the sport and activities they love – in this case to keep a runner running. We hope that you found the exercises prescribed to be helpful and effective in building your strength and reducing the stiffness/pain in your foot and ankle.
The treatment plans we deliver often incorporates our multidisciplinary team, as we are firm believers that this kind of support drives optimal outcomes for people either recovering from injury or aiming to perform to a higher level, just like a pro athlete. This can include soft tissue therapy or strength & conditioning, for example, and we assure you we would only recommend a referral if we truly believed it would help support you within your journey.
To offer some context regarding the insurance and outstanding payments; we are unable to discuss your insurance policy with anyone but yourself as the policy holder. This is to ensure that GDPR protocols are upheld. Therefore, whenever unpaid invoices or invoices relating to cost shares or excesses are sent to us from insurance companies, we must then contact the policy holder to settle these. Our process includes three attempts to contact the policy holder before then having to escalate to the debt collection company. This will be within the agreed forms of contact listed at your initial appointment.
We’d like to finish by saying that we’re sorry you feel you did not get the 5-star experience that we aim to deliver, and if you like to discuss this further with a senior member of our clinical staff, that we would be more than happy to have that conversation and see if we can help rectify this situation for you. If you would like to take us up on this offer, please contact us at media@puresportsmed.com and we can organise a call for a time that works for you.
Once again, thank you for your feedback and we hope to hear from you soon.
