Luna Physical Therapy reviews

Thank you for the feedback. I want to address the specific concerns you've raised if that's okay! Your review has actually inspired some good behind the scenes action. We're working on pulling together all the channels where we receive feedback on the therapist experience so we can provide cohesive quarterly recommendations to our product team, with a clear emphasis on prioritizing the issues that matter most to therapists. Not everything will get solved at once, but we really don't want this to be your experience, or for any Luna PT. On chart reviews and declines, we do review each chart against our documentation standards, and when charts are declined, they're reviewed quickly by the team and sent back to the therapist with clear feedback on what needs to be corrected. Our clinical documentation standards apply consistently to all therapists to ensure quality and compliance. We communicate the reasons for any chart rejections so therapists can address them. On support responsiveness - I hear your frustration about feeling like there's "literally no humans to talk to." We have a dedicated Therapist Enablement channel in chat where you can reach out with questions and request to speak with a PT live when needed. If you've been getting stuck with just "clear your cache" responses or experiencing long delays on legitimate clinical questions, that's not the experience we want you to have. We could do better with making it more clear during onboarding or in continued communications that therapists know they have this in-app chat option to request a real human. On the app issues and money transfer limitations, the app bugs are technical problems we need to fix. App issues shouldn't be requiring constant workarounds. On transfers specifically, we did adjust the withdrawal frequency because we were paying transaction fees for therapists every single time they withdraw, and some were doing it daily. Therapists can still withdraw twice monthly at times they choose; so similar to biweekly pay cycles you'd see at other companies, but still better because PTs decide when to get paid. We felt that was a fair way to go about changing to still give them the control but not break the bank in all these transaction fees which most definitely add up. I understand that is still a change and change is somewhat annoying at times for sure especially if there's no seemingly reasonable explanation as to why. I hope this was as helpful as your review was for us. We appreciate your time with Luna!

Thank you for the thoughtful review! You are very right- everyone here in all departments seems we can get hyper focused on our tasks, and would benefit from more conscientious cross collaboration. Thanks again for the review!