Brooks Rehabilitation Outpatient Clinic - Westside

My son’s speech therapist was awesome. However, the lady that sits at the front desk (fair skin with long blonde and brown locs) has horrible customer service and I won’t be returning to this location because of it. I signed paperwork during the first visit that notified me of the cost. I drove 20 min to the 2nd visit and wait for 10 min before she tells me that the cost has now gone up over $100 and she doesn’t know why. She says she’s going to reach out to insurance. She then packs her things up and starts to walk out the front door. I ask before she gets out of the door what the update was. She says she doesn’t know and that she emailed them. I’m like…ok…so what do I do? My appointment is now.. She’s looking around shrugging her shoulders. I’m asking her what my options are. It was a struggle getting her to communicate!! Between her acting like she couldn’t talk and refusing to communicate like a professional, I’m outdone. Who trained her? Get some better workers for your front desk. They are the face of your business.

My doctor assigned me to Brooks Rehab because of my left knee and hip. Micah Hale, my Physical Therapist, did an excellent job providing me with exercises that gave me relief from pain for my hip. I am under the care of my arthritis doctor for shots to help with the knee. Both knee and hip have improved so much. Thank you Micah Hale for the very good job!

Highly recommend! Easy to get into! Handicap accessible, parking is great! More than one ramp to get into building and automatic door! The staff is so nice and the office is always clean.

I have severe 3rd degree burns over 39% of my body. My legs had little range of motion and my right hand, wrist, and elbow had severely limited range of motion. After a few weeks of Occupational Therapy with Sylvie and Physical Therapy with Melissa and Cara Lee, my range of motion has increased dramatically. My burn Dr is so impressed that she moved my laser surgery on my skin up from June/July to February! This particular Brooks Rehab is outstanding!

Edited to add: WE HAVE GRADUATED!!! It's been 6-8 years of Speech and OT and great accomplishments along the way! I stand behind my previous review that Rachel and Rebecca are THE BEST!

Speech therapy for my autistic son (7y/o) went so well with Ms. Rachel. He went from a score of 1 for listening comprehension to a score of 49 within 6 months. Also, Rebecca in OT is so kind and gentle with my little buddy all these years. She is wonderful! He is well on his way to being an annoying teenager! I'm so very proud! Thank you everyone at Brooks!

To whom it may concern,

I am writing to submit a formal complaint regarding the treatment my son, has received at your clinic. This statement documents specific incidents and ongoing concerns that require immediate attention.

Summary of concerns • On Sept. 17, 2025, during a therapy session, my son threw a toy toward the therapist. In response I briefly and lightly corrected my son’s hand. Staff later described that action as “hitting the child.” I was not informed of any clinic policy prior to being allowed to repeat that action multiple times. I find the handling and communication about this incident unacceptable and unclear.
• Before this incident, my son’s previous, experienced speech therapist, Ms. Rachel, was reassigned. We were assigned a recent graduate who, in my observation, lacks necessary experience with children with developmental or behavioral needs. Sessions are frequently shorter than the scheduled 30 minutes and appear to be primarily play rather than targeted speech therapy.
• I have also experienced unprofessional behavior from Ms. Jane (for example, negative looks or dismissive communication).

The staff is friendly, helpful, and knowledgeable.

Our baby girl has been going to Brooks Rehab Westside for a little over a year now. I can’t express the gratitude, respect, and love enough to everyone that has worked with her!!! We are extremely grateful for physical therapy with Rebecca! Our girl has completed two rounds of PT with Rebecca and she’s amazing! Her way with the kiddos is awesome. Without Rebecca, our girl wouldn’t be walking and running. Also, the amazing speech therapists and we love Ms Becca in OT!!! The staff is always pleasant, helpful, friendly, and understanding of any and all concerns. Our family will be forever in debt to Brooks Rehabilitation Westside because without them our girl wouldn’t be where she is today!!!! Thank you so much from hearts to yours!!

So their good reputation is why I initially chose Brooks Rehab to start care for my daughter however my experience after one good day has been nothing but bad experiences.
For starters the intake staff are rude, anytime I have placed a call they have the worst attitude oh and don’t ask any questions it’ll only amplify the bad attitude they display.
I never receive any updates email or text reminders that I asked them to set up.
They failed to inform me they sent over authorization form for my daughter so I called thinking I was going to be able to set up her next appointment and that isn’t happening. I’ve waited so long for this and now the process is once again being stalled the lack of communication bothers me and so does the attitude I received for asking why they didn’t inform me.
1/26 UPDATED REVIEW
Ms Rachel for speech is wonderful my daughter has already showed improvement we were made aware of her using sign language to communicate and provided with additional advice to continue efforts at home with her as she had to wait for a new authorization for this new year.
We had OT/ Behavioral with Rebecca as well and chose to switch her out to another location . The behavioral teacher had words for us for being late when explaining we late because of her behavior when she’s getting ready but had several excuses for herself when she called out several times resulting in my daughter having one behavioral class instead of two during a one week period the classes were not offered to be made up either . I’ll keep everyone updated if anything changes .

Too many workers act so bothered when a patient needs something and would rather stand around gossiping than doing their actual job.