Ness Physiotherapy & Sports Injury Clinic

Shout out to my Physiotherapist BEN JOSE ... Thank you for the excellent treatment you gave me. Not only was the treatment excellent, but the atmosphere of kindness and joy ministered to my spirit and advice me to push myself in achieving my career path as an RN. It was a blessing for me to have worked through my therapy with all of the staff. God bless us always!

We have visited Ness Physiotherapy for my mother after her knee replacement surgery. This is the second time she had physio there. First experience was not very good but now it was great! Ben is exceptional: caring, knowledgeable, helpful , expert in physio and accounting and with awesome bedside manners. He really made a difference in her recovery and we are grateful for that.

Charles Dirks is a genius. I've referred family and friends, and was originally myself referred by friends about 6 years ago. Would not go elsewhere. However, this afternoon my wife was treated to something rather odd at the front desk.A team of three reception/admin individuals played "pass the buck" when my wife showed up for an appointment that had apparently been cancelled due to Charles having to take a health day (he has recurring bouts from a serious health concern that prevents him from getting in to work once in a while). I've had appts cancelled via a short phone call in the early AM. However, today neither my voice mail nor my wife's had any record of Ness Physio's reception providing news of the cancellation due to Dirks's health.Even stranger, it was my wife who was made to feel she was at fault for even showing up. No apologies were offered, no power neutral methods were employed; net result: my wife was allowed to dangle while these three played "well it's not my fault".Not sure if customer service training is in the backgrounds of those offering reception to patients at Ness, but in my business, having served the public and the trades for four decades this would be considered an epic fail.ADDENDUM: After a little reflection I thought it would be good to at least add some positive steps one could take to foolproof the naturally trouble prone areas in appointment-based businesses:a) Redundancy: Ensure 2 methods of contact with each client/customer. Email/text, or phone/alt phone, etcb) At the end of each verbal (ie. phone, or in person) appointment scheduling exchange, ensure employee finishes the conversation with "You will very shortly be receiving a confirmation of the appointment via your two methods of contact. Get back to us promptly if you do not receive these." These would be repeated 3 or 4 days in advance, plus the usual 24 hours (this last one is the only one we get from Ness).c) Equip each method of contact to be a medium through which the customer/client can reply and/or link to somewhere a question can be posed: The SMS system used by Ness is ONE-way, yet a 'no-reply' warning is not all that clearly spelled out in their outbound texts.d) Teach reception to deal with a situation in which all of the above has failed, yet while the customer/client knows an appointment was made, the employee who made it is not in the office at the time and no one present can vouch for the mistake. Here's how: Use mirroring; express understanding at how inconvenient this must feel; assure the individual that the efforts will not stop until the cause for the misunderstanding or mistake has been identified and corrected.My original training in item (d) above was at Wpg's Eatons downtown, in the late 70s. Nothing in that paragraph has changed much in all this time.If you've read this far, thanks for indulging me. And to Charles Dirks, you're still the best physio therapist I've had and I've had a few. All the best!

It was my first Physio experience and Thomas made it worthwhile. Thomas went above and beyond, he made me feel at home while he offered a top notch service. He connected with me, showed competence and cared.Thank you Thomas. The lady at the reception also did a great job, her smile was great. I am telling the whole this awesome experience.

I see Tiara for a monthly massage, she does an amazing job relieving my neck and shoulder stress. She’s also just the friendliest person