University of Rochester Medicine Mental Health & Wellness – Adult Outpatient Services

“I have been given another chance at life. I feel confident that I am in good hands. Patricia is nothing short of being professional, honest and to the point. Very happy to have good help.”

“I found this place to be very badly run. No communication about changes to groups. I was told 3 different excuses as to why I wasn't able to start in a group after getting there and had to leave without the help I needed. Staff don't seem to care about clients. I will never return. Please think twice and get EVERYTHING in writing. They will tell you one thing and then back pedal and make up reasons why you can't get what you need.”

“Life is a journey filled with ups and downs, and sometimes we need help, or someone we care about does. We might also find ourselves as a support system for someone in need. Whatever the reason you find yourself here, be forewarned: this establishment will not provide the care and respect you and your loved ones deserve. If there were a mechanism to report this establishment and ensure it reached someone who would take meaningful action, I would do so repeatedly. Unfortunately, my feedback about their services was dismissed. It's akin to reporting a corrupt officer to their supervisor, who is complicit in the same malpractices. Birds of a feather flock together. Trust me, I have tried, and nobody cares to implement actual changes. Now, let me elucidate my concerns about this so called mental health "safe" place. I was referred here for counseling due to some traumatic events. The receptionist area is aesthetically pleasing, and the receptionists are welcoming and professional. However, after a brief 15 minute wait, you are called in and subjected to an interrogation reminiscent of a criminal investigation. They neither ease you in nor introduce themselves. They don't even glance at your background information. Instead, they plunge straight into questioning why you are here and what your problems are. Subsequently, you are assigned to a counselor who perpetuates the same cold, clinical approach, exacerbating your trauma. For instance, if you have a fear of dogs, a person with even a modicum of common sense, professional or not, would inquire if you are comfortable discussing it and suggest a gradual approach. Eventually, they would help you open up about the root cause of your fears. Not here. The first thing they demand is a detailed account of the dog that bit you, why it bit you, and what you did, as if you were culpable. They lack empathy, compassion, and are utterly devoid of warmth. They bombard you with personal, traumatic questions in your initial session and then send you home for more of the same. The sessions continue in this distressing manner. They offer no skills for you to learn, no book, TV, or video recommendations. Just a series of uncomfortable interactions, leaving you to return home feeling cold and numb, forced to navigate the trauma they have unearthed without any real support. This establishment also suffers from a glaring lack of cultural and racial awareness. Diversity is virtually non-existent. When it comes to cultural nuances, they respond with ignorance, asking, "Oh, huh, why do you do that?" It's infuriating. "Lady, I'm not here to educate you." This is information you could have easily gleaned from my records. They document everything about you in your Mycare for any "medical" personnel to access, with no regard for the privacy of sensitive information. There are several improvements I wish they would implement. Mandatory yearly cultural competency and feedback classes are essential. They need to understand the patient's perspective and experience what it's like to interact with a cold, unempathetic, and rude individual. Cultural classes are imperative to educate them about other cultures and races, so they don't walk around with a sense of superiority. They themselves or their loved ones could one day need to seek help from a place like this, and I hope they never receive the type of services they currently provide to others. In conclusion, seek out a better facility that will genuinely offer you the respect, empathy, and customer service you deserve. This place is not it. I wish you all the best in your mental health journey and hope you find the support you need.”

“Patricia was condescending from the moment I walked into her office. She was obstinate about setting goals when my only goal is to get through today; (she kept talking about waving a "magic wand", her words, to try to coerce me to set goals she wanted). Made me feel like I was wasting her time and she was completely disinterested in anything I had to say. By the end I was aggitated by her whole demeanor and the experience made my depression even worse. This place doesn't seem to really be concerned about a patient's care but rather moving the next patient down the metaphorical assembly line. For anyone struggling with mental health they have to first feel as though they could trust the therapist with their problems... that just isn't the case at this facility.”