It’s rare, but not unheard of, when an accident suddenly makes a body part that was working yesterday dysfunctional today. When that happens, it’s priority number one to find someone that can help repair or rehab that body part.
That’s where Total Rehabilitation comes in. Their physical therapy programs have helped countless patients regain use, mobility and strength of damaged limbs and muscles.
The client care at Total Rehabilitation is a top priority in the minds of owners Marc and Lori Saldana. This results in an easy flow of staff between patients, individualized care and a caring, positive atmosphere for all.
“Our business is very competitive, so we brand ourselves as having the best customer service,” Marc said. “We build relationships, and our customers go back to their doctors saying they had a good experience. That makes the doctors happy. Doctors tell me we’re the only clinic that patients ask to be sent back to.”
About 20 years ago, the Saldanas fled California’s earthquakes and wildfires to relocate near Lori’s family in the Valley. Marc applied his retail experience to a Brownsville rehabilitation business while Lori worked as a nurse. In 1998, he opened Total Rehabilitation in Brownsville. Lori soon joined the growing business, which now operates two adult clinics and four pediatric clinics.
“We split the duties, merged minds and it’s worked out,” Marc explained. Providing good care and functioning as an extension of a doctor’s practice has kept the company growing, Lori added.
Marc’s retail background means Total Rehabilitation operates differently than most clinics. “In retail, you take care of the customer. That’s the most important thing.”
He gives credit to the staff of 25-30 physical therapists, physical therapy assistants and physical therapy technicians in the Brownsville and Harlingen clinics who have embraced the customer service approach to care. “We could do better financially with fewer staff, but then we wouldn’t be able to supply the level of customer service that has helped us grow. “
In most other clinics, PTs perform evaluations and set the course of treatment but rarely carry out therapy, Marc said. “We always have therapists on the floor, available to patients at all times. We developed a system to have staff interacting with the patient the whole time. They are all cross-trained and know exactly where the patient is on their daily plan.”
“People don’t like to come to therapy, because it hurts sometimes,” Marc noted. So therapy staff know to make it fun to be at the clinic and include patients in conversations, helped by age-appropriate music.
Total Rehabilitation is a clinical teaching site for five university and college physical therapy and PT assistant programs.
“Our plans are to keep growing,” Lori said. Experienced administrators like Cynthia Gonzalez manage the different clinics from Brownsville to Mission as the Saldanas rotate from site to site.