The Wellness Institute of Michigan

“Given the good reviews here, I believe my situation was likely the result of a breakdown in communication between the front office, billing, and therapist. I had my third appointment with a therapist I had really come to like—she was personable and helpful. Unfortunately, the night before my Monday appointment, I became very ill and ended up going to Urgent Care and the emergency room at McLaren with norovirus. I called the office at 6:30 a.m. for my noon appointment to leave a message explaining that I was too sick to come in, that I was going to urgent care, and that I apologized for the late notice. I asked them to call me back about it. Instead, I received a text from my therapist at 12:05 asking where I was. I replied during the appointment time, explained that I was ill and had already called the office that morning, and received no response other than being told to call the office. Later that day, I called again to reschedule and once more had to leave a message. A few days later, I noticed an $85 no-show charge on my bank statement. I called the office several more times and left additional messages. Eventually, I did reach someone, explained that I had called as soon as I knew I would not be able to attend, and asked that the charge be reversed. The fee was ultimately removed. My concern is not just the charge itself, but the lack of communication and follow-up. I was disappointed that no one returned my call after I made repeated attempts to contact the office in good faith. I also found it troubling that my therapist did not express any concern or well wishes after I explained that I was seriously ill. As a healthcare provider for 45 years, I take appointments seriously. But when someone is sick, they should not be expected to come in and potentially expose others to illness. In my experience, cancellations due to illness are handled on a case-by-case basis. Overall, I feel this office has a communication problem. Scheduling took multiple calls, and even after I explained that I was working and might not be able to answer during the week, it still took many callbacks to secure the original appointment. Communication is essential in any healthcare setting, and in my experience, this office fell short.”

“The Wellness Institute in Okemos became a lifeline for me during very challenging times in my life over the past few years. For myself, and because of and for my family, having the knowledge and expertise of not only Karen, but her team of professionals and caring staff with their abilities to compassionately and expertly respond to crisis situations, helped guide me and educate me to a place where something that felt unmanageable became clear and controllable. The impact of a practice that has this level of experience and wisdom, and practical knowledge of resources and referrals, is immeasurable when in crisis. I feel so grateful to have found The Wellness Institute and have recommended, and continue to recommend, their expertise to others with similar challenges.”

“Have had very positive experiences with the Wellness Institute. When you call there’s always someone that answers the phone and can help you. Any staff or therapists we’ve come in contact with have been wonderful.”

“I am grateful to have found this office, and to have the best Psychologist, Dr. Rudy Hatfield work with me. He is extremely intelligent and knowledgeable, he cares about his people and his work. I can count on him to listen and offer guidance and support where, and when it’s needed. His office staff is also the best! Heidi and Marcy are always kind and caring, and most helpful with billing, appointments, any needs that arise. I’m thankful and appreciative❤️ -Deb”