Rivertown Psychiatry - Newnan

“To Rivertown Psychiatry Management: I am submitting a formal complaint regarding my discharge from Rivertown Psychiatry based on what your office has incorrectly classified as a “no-call, no-show.” On July 17, I attended my scheduled telehealth appointment with my provider. During the appointment, the provider’s call was disconnected because his internet service went out. Your office then contacted me, explained what had happened, and rescheduled my appointment for the following day at 1:30 p.m. When the appointment was rescheduled, no one told me whether it would be in person or by telehealth. Because my Saturday appointments have typically been conducted through telehealth, I reasonably expected to receive a link on my phone, as I normally do. However, no link was sent. At approximately 1:00–1:15 p.m.—before the scheduled appointment—I called the office to request the telehealth link and left a voicemail. I did not receive a return call until approximately 2:15 p.m., after the appointment time had passed. When I attempted to return the call, the office phone went directly to voicemail. Because the office is appointment-only on Saturdays, I had no other way to reach anyone. I later contacted the office because I needed care and was informed that I had been discharged for a “no-call, no-show.” This classification is demonstrably incorrect. I called before the appointment and left a message specifically requesting the link necessary to attend. That voicemail should be documented in your records and confirms that I did not fail to call or make an effort to attend. The missed appointment resulted from the office’s failure to clearly communicate the appointment format, send the telehealth link, and respond to my message before the appointment—not from any failure or neglect on my part. It is especially concerning that Caitlin continued to characterize the incident as a no-call, no-show despite my explanation and the existence of my voicemail. I am also concerned about the repeated letters I have received alleging no-call, no-show appointments. During the approximately one year I have received care from this practice, I have only missed one appointment without calling, and that occurred because I was ill. This raises serious concerns about whether my attendance history and communications have been recorded accurately. Discharging a patient because of an administrative and communication failure by the office is unfair and unacceptable. I expect this matter to be reviewed objectively based on the documented facts, including my timely voicemail requesting the appointment link.”

“My son & I have been looking for the right place for sooooo long…years! It is difficult to find a place that helps autistic ADULTS! There is so much help for young kids but adult hep is rare! Instantly, we were greeted warmly and gently guided through the process of becoming a new patient from the staff! Very impressed with the office staff! Tewodros Yehualashet, a P.A. was remarkable and is so kind and helpful at every appointment we have come to this point!! I really am so thankful we found Rivertown Psychiatry! Rivertown Counseling was also worth the wait as well!!”

“Transferred from columbus location and has been a great experience. Super friendly people and care that seems genuine which is quite refreshing.”

“A great experience overall. The front desk is super nice, and the provider was thorough in explaining the medications to us. Would recommend!”