FAQ
Do I need a prescription or referral from a doctor?
PT is “direct access” in NY State, meaning you can come in without one. We do ask that you get one if you are under the care of any doctor, just to protect you in the event your insurance asks for proof of “medical necessity.”
Do you take insurance?
We collect payment at the time of service. If you request that we attempt to bill towards your out-of-network benefits, we can submit this bill on your behalf. If the insurance covers the cost of your visit, you will only be responsible for a small portion. If they do not, you can submit receipts on your own and keep any and all reimbursement.
Why don’t you take in-network insurance?
Our one-on-one, hands-on model of care is built around providing each client with the time and individualized attention they deserve. Unfortunately, insurance reimbursement rates for in-network providers often do not support this level of personalized care while also covering the costs of experienced clinicians, facilities, and operating expenses. Rather than increasing patient volume or reducing one-on-one treatment time, we remain out-of-network to prioritize quality over quantity.
If I have insurance, why do I still have to pay out of pocket?
Most insurance plans include a deductible, which is the amount you are responsible for before your insurance begins sharing the cost of covered services. Your deductible and coverage are determined by your insurance plan, and benefits vary from policy to policy.
How much will go towards my deductible each visit?
Insurance companies use a term called the “allowed amount,” which can be confusing because it is not a fixed or calculable amount. The allowed amount is the portion of the cost that your insurance company recognizes for a covered service and applies toward your deductible each visit. Understand that the allowed amount is not necessarily the same as what you pay out of pocket.
Will I see the same clinician every visit?
Absolutely. You will have one main clinician in charge of your care who will work consistently with you to achieve your goals. Occasionally, you may be asked to see another therapist if yours is unavailable. In that case, the covering therapist will be briefed by your main clinician on your case.
What if I am unhappy with my clinician/ care/ experience?
Here at Custom, we always want your experience to be wonderful and impactful. If it is not, we want to make it right. You can speak to our on-site Co-Director, Cristina Tummillo, or email her at cristina@nycustompt.com and you will receive a response to your issue within 24 hours.
What is the expected frequency of care at Custom Performance?
Every injury and client’s recovery is unique. Your clinician will discuss your progress at each visit and adjust your treatment plan and visit frequency based on your individual needs. Our goal is to help you recover safely and efficiently so you can get back to doing what you love as soon as possible!
What makes Custom Performance different from the rest?
At Custom Performance, we specialize exclusively in helping runners recover from injury and perform at their best. Our physical therapists are all RRCA-certified running coaches, giving you the unique advantage of working with clinicians who understand both injury rehabilitation and the demands of training and racing. We have extensive expertise in diagnosing and managing running injuries—including bone stress injuries that are often missed—and you’ll leave your very first visit with a personalized return-to-run plan tailored to your injury, training history, and goals. Our team is also committed to ongoing education and advanced training in running rehabilitation, gait analysis, and performance, and we believe that informed runners recover better, so we take the time to help you understand your injury, your treatment plan, and how to train smarter for the long term.