When I signed up, it took WEEKS for them to call to schedule me. Not because they had a long wait, they just misplaced my paperwork and forgot about me. Their words. Even after they "found my paperwork" again, it still took another two weeks. Total wait time was around two months.
I will say, I loved the therapist I worked with. She was incredible. However, she has since left Change Health and I came to find out that it was because the owner changed their contracts to deduct money from their pay when clients didn't answer their phones for their appointments. This is absolutely something the labor board needs to investigate. Therapists can't force their clients to take the call. Not their fault. Charge the insurance or just discharge the patient if they aren't participating in their own recovery. Honestly, it sounds like the practice isn't run with appropriate boundaries and policies.
To make matters worse, the therapist put in her two week notice and that same morning, the practice started calling the patients, I got a call from a woman with a thick, foreign accent. She treated me in a hurried, rushed manner, as if she would've preferred that I didn't answer the phone so she could leave a message instead. She informed me that my therapist was no longer working there (guess they rejected her two week notice) and they would assign me a new therapist. I tried to ask questions, she pretended not to hear me and hung up. I gave it some thought for the next two hours and decided to call back and ask some questions. This time, a man picked up the phone, he didn't give me a chance to say anything and started right into saying that they had been trying to reach me and called several times, that I wouldn't answer their calls. Then he proceeded to tell me that they were assigning me a new therapist, as mine is no longer with them. I was floored. They called once and I answered the phone. I was home all day, they hadn't tried calling more than that one time. I had a sudden realization that I was being gas lit by the same organization that I went to for help with my mental health. The organization that I went to at my most vulnerable, from dealing with the trauma of being gas lit by other people, was now gas lighting me. Talk about ironic, huh?
I tried a few times to get a word in and he just kept talking over top of me. He was using the same mannerisms that woman I had spoken to 2 hours ago did. Like I was a checklist, like I wasn't human. He hadn't even asked me name, confirmed my information, nothing. I finally was able to interrupt him and tell him that if my therapist was no longer with their organization, than I too, would do stay as a patient. He heard me, then proceeded to ignore me and talk about getting me scheduled with a new therapist. I loudly interrupted him and said, NO, you're not hearing me. I will not stay on as a patient, I do not want another therapist, I do not want to do business with your establishment any longer. Remove me from your patient list and do not contact me again. This time, he says ok and hung up.
I'm not going to say that the therapist working there aren't good, that was not my experience, my therapist was amazing. But I will say that it appears that this business is taking advantage of its customers and it's therapists and I will not contribute to that. read more
