Upstream Rehabilitation

Will Padgett _{on Google}

May 3rd, 2023

This review is directed solely at the medical records department of Upstream who took nine business days to send my medical records to my surgery coordinator. Despite five voicemails left by myself and two or three voicemails left by the surgical team, I only ever received one callback from a person who told me that there was nothing they could do, and that under no circumstances do they ever "expedite". Even after the records were eventually sent, there was no follow-up to ensure that the records had gotten to where they needed to be either to myself or to the surgical staff to whom it was sent.
At this point, my insurance has now denied my prior authorization due solely to a lack of physical therapy records, and my surgery (which is scheduled for one week from the day of this review" is now in danger of being canceled. I suffer from daily debilitating pain, all of which was explained and ignored. If the surgery is postponed, I will likely have to live with this pain for at least another 3 months before I can get back on the schedule for surgery.

John Pinley _{on Google}

Apr 27th, 2023

Ryan my original physical therapist was compassionate and knowledgeable. The problems I had with Summit was the scheduling and the second Physical therapist I was put with. On my first visit I was ask to schedule for the month of January, so I did. At the end of January I was told that I had scheduled into February. I thought it was my mistake. Scheduled 2 more weeks because of vacation. Talked to physical therapist about cutting back to once a week he agreed. I scheduled one session for the week I was leaving for vacation. I get a text reminder to come in Monday. I had scheduled Wednesday. I found out that they had again scheduled me three days that week. That was the 3rd time they scheduled me without my consent. Upon arrival the my physical therapist was helping a new patient. They put me with a different employee. She was busy helping her regular patient. She would give me something to do and go back to her regular patient. I informed her at least three different times that my injury was hurting. Despite this being my first session with her and knowing my injury was sore, she put me through a strenuous session. She introduced several new exercises and didnt stay with me long enough to see if I was doing them correctly. She set me back a month in my rehab.

Marquitta H. _{on Google}

Dec 30th, 2022

I learned that this company is the parent for Drayer Physical Therapy in Virginia. I have been having billing issues with them not providing the insurance company with necessary documents to process claims, sending claim information to the wrong area, and miscommunication between the local office and this company who handles all of the billing and claim processing. Everytime I try calling, I get a voice message prompt. Terrible business!!

Deepak Arya _{on Google}

Nov 23rd, 2022

Update December 2022:
So it is almost six months now and I still hear the same story "we are working on it because of credential issue". I am not sure at this point anyone is doing anything or they care at all.Yesterday I ended up paying few hundred dollars from my pocket at Dr. office because my insurance shows I have not met my deductible and when I told this to customer support in Upstream, I heard the standard response "We are sorry and we are working on it". Yep six month and still working on it. I can see the great progress for sure. If I call or talk to the front desk people in "result physiotherapy" where I go, they say, sorry they can't do anything I need to talk to this 866 number.
>>>>>>>
I wish I could give negative star. I have been calling this company to resolve my insurance issue and its been almost 4 months and I feel like no one really cares. I called 2 months ago about they are my insurance issue and they never tried to resolve. When I try to talk to their local office they say they can't do anything because billing is centralized