Hope Again Counseling Services, LLC, Providing Hope Psychiatric Rehabilitation Program (PRP)

“I was a patient of Karen’s previously for quite some time. Her expertise and genuine care for her patients truly reflects in her work and results. On the other hand, her front desk staff, Mr. Cliff has had a continuous history of being rude and unprofessional. While there is a manner of being personable with clients, Mr. Cliff oversteps boundaries in his speech towards clients, especially given the line work he is in and vulnerability of the clientele he will interact with. My latest interaction involved some miscommunication about an appointment scheduling. Mr. Cliff left a message 5/11 notifying me there was an available intake appointment for 5/12 at 10am, at some time after 4pm. I did not receive the message until later and called back in the morning of 5/12 to schedule a new appointment, at a later date and time, for 5/20 at 1pm, as was verbally confirmed with Mr. Cliff. I open my therapy portal around 11:45am 5/20 to get the address to arrive at 12:55pm for my 1pm appointment and notice a “reminder” for a 10am appointment. I thought this was a mistake as I hadn’t received a missed appointment call. Once I arrive and knock on the door, Mr. Cliff opens the door and I say “Hi! How are you?”, excited for my intake. Mr. Cliff responds “I’m good but I know you’re not here for an appointment.” At this point I begin to explain that we verbally spoke on the 12th and I thought the appointment was for 1pm. He lets me know he can see my sign ins for TherapyPortal and that he sent a new reminder for May 20 10am on May 17th, and that I had checked it May 18th at 12:30pm… a time in which I was at another appointment. He continues on saying that “this is to my detriment” and that I “cannot schedule another appointment, a no call no show on an intake is unacceptable.” He also lets me know that I can not rebook another appointment then. I later called, albeit emotionally, and asked what would the process be for trying to get a new appointment, as I do believe this is a misunderstanding and I apologize for anyone’s time feeling wasted. He told me that I “could call back and he’ll make a note of it but he doesn’t know if that will make a difference” While I respect appointment times, Mr. Cliff not denying that we verbally confirmed the appointment for 1pm and proceeding to have a condescending attitude in a matter where a client is not being aggressive but looking for clarity or a resolution, is not only unnecessary, but unprofessional. Mr. Cliff, understand and please reflect on the fact that you work in the mental health industry and should, at the very least while at work and reflecting Karen’s business, not be someone’s “13th reason” or laugh at them upon entering the door. I genuinely hope this was just an off day for you, however, based on the Google reviews going back over 4 years discussing your behavior, there may need to be a bigger conversation had. Luckily, a licensed professional is down the hall. I wish you all the best.”

“Mrs. Diggs is an exceptional therapist who truly goes above and beyond to make sure you are okay. She is genuine, compassionate, and creates a safe space to work through life’s challenges. If you’re looking for a mental health professional who truly cares and will help you sort things out, I highly recommend making an appointment. You will not regret it.”

“The name “Hope again” speaks for itself! Coming here has made me have hope again. I’m a better person because of my therapist Ms.Karen Diggs. I was lost angry miserable and misunderstood. She literally gave me Hope Again!!! I’ve never had a problem with scheduling payment or accessibility. Every time I call I was made to feel like I was of utmost importance. My concerns were addressed and I wasn’t made to think I was a problem! I would recommend this practice above all!! Thankx again for giving me my Hope back💚”

“The best of the best Ms. Keran is a wonderful woman and therapist I have ever mate she really help me in the times I need help, always have the encouraging and uplifting words to say to me very professional and clean environment and Mr. Cliff is the best always have a smile and greets me with respect.. couldn’t ask for a better place to feel like a home thank you hope again Counseling….”