Progress Physical Therapy - Midlothian, An Abdominal and Pelvic Health Center

If I could split the review in 2 sections it would be 5 stars for the care/treatment, 1 star for upper management/billing. A family member received care at the Sheltering Arms Bon Air outpatient location. While the physical therapy treatment itself was excellent, we unfortunately have had issues with the management and billing center. We were told it would cost $25 a visit after Sheltering Arms reviewed our insurance plan. We attended appointments for about 2 months before we were billed an additional 20% co-insurance for all our visits. This change in billing was not communicated by staff at the facility. Upon looking further into the reason for the billing discrepancy we learned that this outpatient facility is considered a satellite campus of sheltering arms institute "HOSPITAL LEVEL" care. So they bill their services at this location as ‘HOSPITAL LEVEL” services. This information is not communicated at check in, when setting up appts, etc. it only came to light due to the patient investigating the significant additional charges after services were rendered and we were billed. We attempted to address this with the staff at sheltering arms, however the head of rehab billing told us that "we have no idea what they say at the front desk". They were unwilling to admit to their poor communication and mistake in information provided up front. The upper management never returned multiple phone calls despite messages being left in an attempt to work together to find a solution. We’re disappointed with the poor communication from upper management which tainted the experience we had at Sheltering Arms. *** i wanted to add to my review that I tried calling the number they provided in their response below twice and got no call back from the facility. ***

The staff is very helpful and friendly. I’ve benefited from PT, OT, and Speech therapy after an aneurysm in my brain. My husband has benefited from PT, OT, and speech therapy after a reoccurrence of issues from a previous stroke. He’s currently using the services of a fitness therapist there. All therapist are very knowledgeable and work hard to rebuild skills while offering encouragement to all clients. The facility is currently being renovated and we look forward to seeing the new facelift.

I came to Bon Air Sheltering Arms for treatment for Long Covid. Because this is such a new disorder, it's been hard to figure out what to do to get better - until I found Sheltering Arms. They have been a total lighthouse, showing me the way to recovery, and guiding me with every step. My symptoms were so vast and hard to predict, and my physical therapist Kristen Schoenfelder has been a godsend. She is attentive to how I'm feeling that day, and bases my PT off of that, not a simple checklist. She listens and takes my feedback into account. Kristi is always thinking of new ways to help (from my back pain, to my heart rate spikes, to my brain fog). I've been a complicated case, but she figures it all out! Kristi is certified in Dry Needling, which has been a total game-changer for my back issues. She is also very responsive via email if I have any questions. Despite struggling with such a new, unknown disorder, I feel in total capable hands, and have already improved so much, thanks to the immense knowledge and talent of Kristi. Physical therapy here is truly the highlight of my week, and well worth the long drive. I also worked with Josh who helped me a ton as well. The staff are all so wonderful, friendly, and helpful. I can't rave enough about Bon Air Sheltering Arms - they bring me clarity, guidance, and most of all tons of hope for a full-recovery. "The Power to Overcome" is their slogan!