Unfortunately, I am unable to give the 0 stars that they deserve. Let me begin by providing the context that I myself am a practicing psychotherapist. I would hope that if the staff and/or colleagues in my network treated patients this way, that there would be significant repercussions.
I read other reviews here that have had my same experience. 4 months ago I went for my initial consultation. The provider and I came to the agreement that both 1-on-1 psychotherapy (talk therapy) and esketamine would be appropriate interventions. The psychotherapy has a waiting list. There is no problem there. That is the case with many providers. Regarding the esketamine though, we even spoke about a tentative schedule for the treatments. I was told I would hear from them within a couple of weeks to set up the appointments. Weeks went by, and I heard nothing. At that point, the holidays were approaching. So, I thought, I'll give them until a couple of weeks into the new year. Mid-January… came around and still, nothing. So I decided to give them a call. I called several times/several days and left messages each time, yet no one ever called me back. On about the 4th day of calling, I was able to get someone on the line. She seemed confused and could not find me in the system for a bit. When she eventually did find my name, she didn't know what I was calling for, what my recommended treatment was, etc. Once I explained, she said she had to speak with someone and would call me back. Of course, I never heard back. So, a week later, I called back. Virtually the exact same call took place e.g. couldn't figure out who I was/find my information and then told me they had to speak to someone and would call me back. Again, they did not call back. Every week or 2 I call them during their business hours listed online. When I do not get through, I leave a message. Those messages are often never returned. When I do get through to a person, I am told the same thing EVERY SINGLE TIME, that they need to speak to someone to get clarification, and will call me back. Every week, "we'll call you back", "we'll call you back". I NEVER ONCE have gotten that call back. This has been going for 4 months now. If they are going to flat-out refuse to treat me, I would rather just know that than be strung along like this. It is also worth noting that I am very professional and polite on each call. They aren't refusing to call me back because I am being verbally abusive over the phone or anything like that. They are either just negligent or incompetent or both.
If you have the choice of a different provider, you should choose them. Penfield Psychiatric has proven to be, at its very best, irresponsibly disorganized and neglectful of even basic professional duties.
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