Germantown Psychological Associates, P.C.

“We attempted to schedule an appointment for a minor at Germantown Psychological Associates. What should have been a straightforward intake process became a series of administrative errors, inaccurate explanations of federal policy, and unprofessional conduct that created unnecessary barriers to care. Based on this experience, I would never feel comfortable entrusting my family’s care to this practice.

Save yourself the headache. Explore other providers. Major issues encountered: Intake forms promised via email were never sent, and no clear appointment confirmation was provided — despite multiple phone calls. And that’s if the intake department even calls to begin with after requesting the appointment on the initial call. The intake department had to be called weeks later and prompted to initiate our intake process, which includes several digital forms. After forms were not received, we were informed of a policy that appointments are cancelled if paperwork isn’t submitted in advance — a tricky requirement when the paperwork itself was never issued. If you want a disgruntled young lady with a flat affect to condescendingly explain how your email’s spam folder works, this is the practice for you! Spoiler Alert: The intake forms were not in the spam folder even after I learned how to check it, much to my good sis’s chagrin. During the multiple phone conversations required to correct their administrative oversight, staff consistently demonstrated a condescending, dismissive tone. Staff explicitly refused to verify insurance coverage and redirected us to handle it ourselves in a dismissive manner. After we believed everything had been addressed, there was still ambiguity regarding whether the intake appointment even remained scheduled. When I arrived in person with a completed copy of the intake form and attempted to confirm the appointment, staff refused to confirm anything because I did not have a Release of Information. In this instance, no protected health information was being requested or shared — we were attempting to confirm whether an intake appointment existed for a patient not yet established in care. Rather than clarify policy or escalate appropriately, the interaction became argumentative. As tensions rose, the office manager physically raised her hand to silence me in conversation rather than addressing the administrative breakdown. If nothing else, their commitment to the bit was admirable, albeit concerning. At no point was there accountability, clarity, or an effort to repair the situation so that a minor could access needed clinical assessment services. For a practice offering ADHD and psychological assessments, administrative precision, accurate policy communication, and respectful interaction should be foundational. Instead, this experience created barriers to accessing care. We promptly withdrew our paperwork and sought services elsewhere. For something as sensitive as securing healthcare for your family, the intake process should not feel adversarial. I left discouraged that families in our community may encounter this level of disorganization and dismissiveness when seeking care. Families navigating psychological evaluations are already managing significant stress. Administrative disorganization and inaccurate policy explanations should not compound that burden.”

“I have to admit that the billing practices here are not stellar. But the therapist my child sees is stellar and amazing. I even feel better when we leave the office. Do have all your billing ducks in a row with your own insurance company yourself. If I did, I would have avoided their billing problem. Aside from that, they are also the most affordable therapist my child sees a well.”

“Stay away! Their administrative staff is lacking in professionalism and ethics. I have had a particularly frustrating experience with the billing department. Despite multiple requests, I never received a written billing statement and was instead subjected to numerous rude and unprofessional phone calls. I had to repeatedly ask for a full financial ledger, yet was never provided with a complete accounting of insurance payments that accurately matched the dates of service. After working directly with my insurance company to resolve an issue that led to claim denials, I was assured that the matter was fixed and that the office simply needed to refile the claims. Instead, I continued to receive harassing calls quoting conflicting balances—first over $500, then over $100—due to their failure to properly submit claims and a complete lack of billing transparency. When I called to clarify the issue and asked for the claims to be properly reconciled before making any further payment, I was rudely dismissed and told, “That won’t change anything.” (Guess what? It did, I neither owed $500, nor over $100.) This office’s billing practices create unnecessary financial stress for patients and demonstrate a serious lack of professionalism and accountability. Medical billing should be handled with accuracy, transparency, and integrity—none of which I experienced here. I would not recommend this office to anyone who expects fair and ethical billing practices.”

“I called on the first Friday in August and tried to make an appointment for my 7yo. I was told that they were currently scheduling for October. The lady took my information and said she had to get the approval from the doctor before scheduling. I called back a week and a half later since I did not receive the phone call I was told I would and the lady found where the doctor had approved us and informed me they were now scheduling for JANUARY! They clearly do not have a sense of urgency when it comes to people's emotional and mental health. If they did, they would have called me back as soon as they had approval vs. me calling them back 10 days later and missing 2 months of appointment opportunities. I also lost the amount of time in scheduling her with someone else while waiting on them. When I voiced my disappointment, I was told to take her to Lakeside. Really?”