New Path Mental Health & Wellness

“My first weird experience with them was with their receptionist/office person who sent me a cold text about them saying they’d cancel our appointment if we didn’t have the paperwork filled out by the day of the appointment and that they’d charge me for that. I still had 4 days to fill it out. Haha! It just felt like I was being pressured and bullied. She was jumping to verbatim legal clauses before I even had a chance to fill out the paperwork. Very very odd. I work full time, I have to fit things in when and where I can. It was really strange and it lacked the basic emotional intelligence, intuition and empathy that I feel anyone at any level working in behavioral health needs. It felt like my child was being treated like a deposit, and not a person. The staff still very much operates this way, even though the nurses and therapists are good at what they do. New Path should realize that how their office staff communicates represents them in a big way and they are the face of their company.”

“Where to begin with this place?! The first therapist we had for our child was beyond unprofessional and broke confidentiality agreements when she lied to our child and completely broke her trust, creating a very traumatic incident. So, obviously we switched therapists at that point. As for the other providers for our family, they are constantly late or cancel appointments literally last minute, but have a zero tolerance policy for clients who are late or have to cancel appointments. The last straw was when I was unable to log into my portal and after about 5 or so minutes of trying, I asked my husband to try his portal log in and see if it was there. By the time he was able to log into his, it was only 12 minutes past the appointment start time (our contract with them says that you aren't considered a no show until 15 minutes past the appointment time...and I KNOW that they have been at least 15 minutes late to appointments with us!!) and the appointment didn't show up in his portal either. I tried logging into mine again and it still didn't work, so I called New Path. The receptionist was incredibly rude. She even confirmed that my husband logged into his account 12 minutes past the appointment time, but said that after the provider marks it a no show, it no longer appears on the portal. When I explained to her what the issue was and asked if she could speak with our provider, she said "It's too late," and refused to get with the provider (mind you, this was now only 16 minutes past, so we were clearly trying to make the appointment on time). When we argued that our contract states that we are not supposed to be counted as a no show until 15 minutes past, the rude receptionist stated that it is 7 minutes past for medication appointments. This is not part of our contract, and whenever we have been even slightly late for an appointment (only for in person appointments where we were stuck in traffic traveling from Conway to Little Rock), we have always been told that it was fine because it was within the 15 minute late period. *Response to Owner's comments First of all, our psychiatric appointments have NEVER gone for an hour. They have never even exceeded 30 minutes. However, as much as we did like working with Lauren, she was consistently late to appointments, always more than five minutes, even as late as 15 minutes on a few occasions. She would apologize and explain that it was typically due to trying to balance appointments with her kids being at home, which we understood and being parents ourselves are sympathetic to. This is why it's so disappointing when we are given absolutely no grace on our end for the rare occasions, like today, that technical difficulties made it hard to log into the appointment time. I love that you clock exactly when we log into our portal (which verified exactly what we stated - so no misrepresentations there on our end!), but I wonder if you clock your provider's log ins and see how often we are left waiting. Even for our in-person sessions with Josh, who was very nice, but consistently late to get us from the waiting room (most often well beyond 5 minutes, feel free to check your video recordings if you have them). I also wonder if you check how often your therapist has canceled our child's therapy sessions LAST MINUTE? Even for my husband's sessions she has done this. Once not showing up at all and failing to notify him! She also only stays on for 30 minutes at most for the one hour sessions she is supposed to be having, and when I ask my child why they aren't in their session, they say "Jamie doesn't really say anything and I don't know what to say, so we just hang up." This is unacceptable! I love how you conveniently leave that out. I wonder if you'd like to address the incident when our child's first therapist LIED to both her and I (a breach of patient trust and confidentiality) and created a very traumatic incident for all involved! We should have cut ties then! To state that my comments are not factual or "not thought out" is absurd, flippant and shows your lack of awareness.”

“I’ve had some issues of a personal nature and through New Path’s counseling and therapy I have completely overcome this problem and now I feel like a complete person. Thank you New Path! I completely recommend either their Conway office and the office in Little Rock!”

“My review may be lengthy, but that alone should show just how amazing New Path truly is…… especially considering I rarely ever write reviews, thus, makes this one even more meaningful. 🤗 I am extremely grateful for the exceptional care I’ve received at this clinic. From the moment my PCP referred me, my experience has been outstanding. A special acknowledgment goes to Zack Coco, first off, I love his name (totally unrelated to the review or anything in relation to this review 🤭), however, he is such a great, kind, and caring person! He’s remarkably kind, attentive, and professional. Before hearing about the referral, I had done my own research (analyst brain!), 🧐 🕵🏾 👩🏾‍🔬 I compared multiple clinics, and New Path still came out #1. Then I found out my PCP had already referred me to them—that coincidence alone told me I was in the right place. I conducted extensive research and found that New Path ranked as my top choice among several clinics. It was an unexpected but reassuring coincidence to learn that my PCP had already referred me here I was very hesitant at first to share my concerns with anyone other than my PCP, who is awesome blossom, but due to some issues, he referred me to New Path Mental Health & Wellness. After reviewing each specialist, I chose Zack Coco, and I couldn’t be happier. Their communication is fast, clear, and always helpful. Y’all are truly awesome blossom!!! 🙌🏾 🥰🤗”