Chaynyth S.19 days agoFrom
This is only regarding getting an intake appointment. I have no idea if the therapists here are any good. I scheduled an intake appointment (phone call to match me with a therapist) for Memorial Day, recognizing that it might have been a mistake in their software to allow me to schedule it... I emailed the operations manager back to confirm the appointment and made sure to mention the holiday, they confirmed that the appointment would be fine. Day of, no call, even though they sent a confirmation email that morning. Two hours past the appointment time, they emailed back saying that the office was closed due to the holiday. Okay, reschedule, assured that weekends are fine for scheduling the phone intake. Today... No call. Emailed confirmation beforehand but absolutely no call. I'm done. Maybe the therapists here are stellar, but if you can't get to them, it hardly matters. I hope they get much better at intake quickly. I'd hate for others to experience repeated ghosting like I did, especially when searching for a therapist which is hard enough.
A H19 days agoFrom
The review from Chaynyth S. a year ago regarding their intake experience still rings true today, unfortunately. This review is not at all a reflection of the therapists, only the front desk and management. I scheduled a 15 min. intake phone call, and day of did not receive a call. I called the front desk to inquire and held for about 15 min. as Ivy attempted to reach the clinician, with no luck. I asked to be transferred to a manager to ask what was going on, the manager advised there had been a personal emergency and the clinician was unavailable. I asked why this hadn’t been communicated to the front desk, who would’ve been able to provide me clearer communication and saved us all the trouble. The manager didn’t have a good response to this. When speaking with Ivy, I asked why I had received an appointment reminder via email for a 1 hour time slot in person, she did not know why. 30 min. later, the clinician called me. I explained all of this to her, she was confused as she didn’t have a personal emergency, she received an hour time block and was under the impression that she could call at any point within that time block. The clinician was fantastic and the only reason I’m continuing my sessions here. The manager had previously helped me find another clinician who specialized in what I needed, and assured me she’d speak with them and call me at 10:00 am the following day, which I appreciated. Come 10:00, no call. I received a voicemail maybe 20 min. later, called back and spoke with the manager who had no updates for me. I expressed frustration at her call coming late as I blocked out time in my work day for it, she said her previous meeting had run late. She also explained that clinicians are indeed given an hour time slot. There seems to be an issue with the internal communication, and a manager who doesn’t want to take any accountability for it. I told the manager that there needed to be more communication, Ivy did not have all of the information made available to her which causes friction with clients and puts her in a tough spot. The managers response was “well I can’t control her.” I do hope they get better at intake and internal communication to provide a smoother experience to clients. It’s hard enough to find a therapist and it’s already such a vulnerable experience, they never know what the person on the other end of the phone is going through and I guess I just hoped for a kinder experience all around.
