Baptist Health Medical Group Behavioral Health

“I understand that I missed two appointments and that there may be a policy regarding no-shows. However, I feel the way I was treated by the front desk was unnecessary and disrespectful. The second time I missed an appointment was because I had a funeral to attend. I also have difficulty hearing my phone when it goes off, and I don’t always feel comfortable communicating over the phone. These things aren’t because I don’t care about my appointments or don’t want treatment. When I explained the situation, I felt like I was met with an attitude rather than understanding. I completely understand that appointments are important, but I believe patients should still be treated with patience and respect when discussing missed appointments. I’m sharing this because I feel my experience should be heard. I hope the office can find better ways to communicate with patients who may have difficulty answering phone calls, rather than immediately making them feel judged or unwelcome.”

“Great staff and very knowledgeable provider (Brosius). She has helped me a lot. Having mental health problems is a daily struggle. My husband and the father of my two boys died 4 years ago. I have been an only parent since and my oldest son has severe autism so it's not been easy. The care I receive here is a very vital and important part of my life. It has definitely helped me manage my life and mental struggles. Didn't give 5 stars because of the difficulty of getting in to be seen. I was running late to my appointment today (100% my fault) when I received a message that I was a no show. I called them to say I was on my way. I was 20 minutes late so I was told I would have to reschedule. It's August 24th and they couldn't get my back in until December 3rd! That's 3 months and I already feel like my medication isn't working as well. That just feels like a long time when you're taking medication your body builds up a tolerance to and then it basically stops working. I see a doctor in Lexington that will see me if I'm 2 hours late but I know every place is different. It's just hard to put your mental health on hold but I guess I will have to try. I will be there an hour early from now on”

“Would give less stars, but I love Tina Holbrook and will stay loyal as a patient to her. I’ve always struggled with anxiety and had been through postpartum depression and have some childhood trauma, Tina took me on as a patient and has gotten my meds adjusted well and when I had problems with panic attacks she got me on a medication to help that as well. This offices downfall falls in the system of communication and their therapy department. I had called one day a couple of weeks ago because I was very overwhelmed and kept having panic attacks throughout the day. The office manager had called me back a couple hours later thankfully and had me go to their ER since it was a Friday and office was closed and she assured me she could get me in for urgent therapy. The er team on the behaviorhal health side were amazing to me and I was in and out in 20 minutes with a prescription in hand to help with the attacks. The following week the office manager had contacted me and had said she could get me in Brittany an LPCC more frequently, rather than Lillie who could only see me 1/2 times per month. I had seen Brittany before and she was good but they didn’t bill my Tricare correctly and have the authorizing physician information submitted. So I clarified with insurance what they needed to cover Brittany and they gave me that information and I called the next day. And then I called again, and again, and again with no calls back. I had been transferred to the office manager and nothing. The ball was significantly dropped. I don’t like you can’t message through MyChart like you can all other specialties as well. I usually use Baptist for all of my car and have had good experiences. This has just truly been a nightmare and I’ve really been struggling. I’ve resulted to cancelling my therapy appointments with Baptist and will be going through an online system for therapy. I hope no one else has an experience like this, it’s been pretty hard when life is already difficult.”

“I loved my psychiatrist but the office staff suck. I had to go to a new doctor because of school and time. I also moved two hours away, well they were contacted a month ago to send test results that I had over two years ago and somehow fumbled the ball. Then said they didn’t have test results to my nurse, but when I called they are magically there. Also the fact they put her on hold forever and didn’t answer my call and had to call be twenty minutes later. Figure your stuff out”