Concentra: Are they abusing customers?

It’s not often that we take a leap and target a medical facility. Of course, it’s not often that we see as many complaints against one as that of Concentra. We began looking into this medical chain due to various reports of hostility, forcing patients to leave (some needing medical attention,) and incompetent staff/doctors.

During my investigation I made two visits. Using the most basic medical need, a drug test, I walked in without a mask, and then with one. The experience, to say the least, were interesting. Without the mask, the staff made no attempt to maintain a form of professionalism. No sooner had I walked into the door, the nurse, working the front desk had stated, “If you’re going to come in here, you must have a mask. Otherwise, you can get out.” At this point, they had no idea as to why I was there.

After going to a local shop, picking up a makeshift mask, I returned to the Concentra facility. This time their demeanor had completely changed. Though thanked me for the mask. At that point, I advised them of my article and inveatigation. Things got a bit unusual at this point. They repeatedly apologized for their rudeness, telling me it was corporate’s doing. Basically, her attitude is the fault of the company.

At that point, I terminated the drug test. Afterall, I didn’t really need one. With the knowledge obtained, I took my investigation online. I began with Facebook reviews before proceeding to reviews posted to other sites. Removing the positive reviews, what we found fell into the same categories: unprofessionalism, medical incompetence, disregard of patient needs.

The reviews talk about being denied medical treatments, doctors berating patients, employees who are rude, and the list goes on. With so many reviews sharing this commonality it isn’t surprising they average at 2.3 and an F with the BBB.

While we understand that not all employees are not a reflection of these mentioned aspects, it doesn’t change the fact that the company has something evidently wrong within its business practices and culture. Until now, WoC had ignored most of the complaints sent to us. However, this article was eventually going to happen. Seeing it first hand, it’s clear that patient respect is an issue. It’s clear that they, on an overall scale, don’t care. For a medical facility, one has to ask, “is this really the sort of environment that is condusive for patients needing assistance?”

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