1st appointment off to a bad start. Appointment made for 1:00 pm; arrived at 12:55 pm to find door locked. Waited outside (while on walker); finally called at 1:10 pm. Receptionist arose from chair where she had apparently been sleeping and walked barefoot over to answer phone. Then advised she had no appointment noted; she later confirmed she had called me last week to confirm 1st appt. She stated physical therapist there then later said she was coming from veterinarian's office in Cleveland. We advised her we would wait until 2:00 pm and would then make other arrangements if physical therapist had not arrived. Physical therapist arrived at 1:50 pm; made a thorough evaluation and good rehab routine taught. Therapist services were excellent; office staff made poor first impression although she was very pleasant and courteous. Hope next vist goes more smoothly.