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Carilion St. Albans Behavioral Health

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Carilion St. Albans Behavioral Health Reviews (3)

This response is in follow-up to a complaint received from the above consumer.  We were very sorry to hear that we had failed to meet the patient and / or his wife’s expectations on their recent visits to the outpatient department.  Also, we appreciate very much the consumer...

sharing this information and allowing us the opportunity to follow-up.  Our primary goal is to deliver excellent care to our patients.  The patient’s concern was forwarded to the Manager of Outpatient Services for appropriate follow-up.  As a result, the Manager of Outpatient Services addressed patient’s concerns with the Department staff.  It was noted that the patient was approximately 20 minutes late for his outpatient appointment and due to this it was necessary to cancel the appointment and reschedule.  The patient was seen at this rescheduled initial appointment.  The patient was given a follow-up appointment and for this appointment the patient and his wife arrived approximately 10 minutes late and the physician noted that she would not be able to see the patient at this time due to outpatients being scheduled every 20 minutes per protocol.  This was explained to the patient and his wife by the Outpatient Receptionist. Staff apologized to the patient and his wife that the physician was unable to see him at that time.  Per protocol, outpatient appointments are scheduled every 20 minutes and if a patient is late this can cause a problem for other patients on the appointment schedules.       On 9-24-15, the patient presented to the Outpatient Office and was assisted by the Receptionist, as needed. The patient spoke with the medication nurse regarding a medication refill.  The nurse explained to the patient that the physician would order this medication, lasting until the next scheduled appointment.Again, we apologize for not meeting the patient and / or his wife’s expectations and, hopefully, this will not be a problem in the future.  If the patient should have further concerns, please notify the Outpatient Services Manager.    
Sincerely,
Director, Outpatient Services

Front desk staff is inflexible and often rude. The outpatient service manager is unemphatic and appears to have very limited control of staff. The psychiatrist constantly misses work and cancels my appointments. Gaining access to my much needed medicine is very difficult and I have had to go without before. I suffer from severe anxiety, agoraphobia, panic disorder, and PTSD (From multiple medical malpractices). The facility has caused more harm than they have helped.

Review: I have moderate to severe mental illness and almost every time I show up to an appointment, the front desk people are always incredibly rude with me and my wife, and try anything they can to cancel my appointment. My last appointment, they told me that I was late and I wasn't and they denied my appointment. I've spoken to the office manager about their rude and tyrannical staff and how they're causing issues with my PTSD and Panic Disorder, but she did not seem to care, nor offer any resolution.Desired Settlement: I want an explanation.

Business

Response:

This response is in follow-up to a complaint received from the above consumer. We were very sorry to hear that we had failed to meet the patient and / or his wife’s expectations on their recent visits to the outpatient department. Also, we appreciate very much the consumer sharing this information and allowing us the opportunity to follow-up. Our primary goal is to deliver excellent care to our patients. The patient’s concern was forwarded to the Manager of Outpatient Services for appropriate follow-up. As a result, the Manager of Outpatient Services addressed patient’s concerns with the Department staff. It was noted that the patient was approximately 20 minutes late for his outpatient appointment and due to this it was necessary to cancel the appointment and reschedule. The patient was seen at this rescheduled initial appointment. The patient was given a follow-up appointment and for this appointment the patient and his wife arrived approximately 10 minutes late and the physician noted that she would not be able to see the patient at this time due to outpatients being scheduled every 20 minutes per protocol. This was explained to the patient and his wife by the Outpatient Receptionist. Staff apologized to the patient and his wife that the physician was unable to see him at that time. Per protocol, outpatient appointments are scheduled every 20 minutes and if a patient is late this can cause a problem for other patients on the appointment schedules. On 9-24-15, the patient presented to the Outpatient Office and was assisted by the Receptionist, as needed. The patient spoke with the medication nurse regarding a medication refill. The nurse explained to the patient that the physician would order this medication, lasting until the next scheduled appointment.Again, we apologize for not meeting the patient and / or his wife’s expectations and, hopefully, this will not be a problem in the future. If the patient should have further concerns, please notify the Outpatient Services Manager.

Sincerely,

Director, Outpatient Services

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was never late to my second appointment for 1:40 PM, and by the time the rude front desk lady with gray hair was done giving my wife a lesson in salutations and having technical issues with her phone, it was 1:45 PM and we were refused an appointment. When we approached the window, she was already visibly agitated and her frustrations were taken out on my wife and I. The office manager was spoken to over the first incident and nothing was addressed. The nurse my wife spoke with recently was also fairly rude, non-empathetic towards my mental illness, and even rolled her eyes. I do not have any confidence that my concerns will be addressed, because they were not the first time, and I do not appreciate the disinformation in the response. Almost every visit to the office in which I experienced pure gross negligence has really cause me a severe amount of damage. The first incident I had a seizure, because of the rude treatment and ended up in the emergency department, because I hit my head during the seizure. My Post Traumatic Stress Disorder that stems from a long history of trauma experienced in a medical environment has been almost uncontrollable, and has caused me much emotional distress as well as dysfunction with relationships with my friends and family. I have also not been able to function proficiently doing normal tasks since the incident. When I tried to speak with the manager of the office the last time, we were told she was gone do to a family emergency. It is my belief that I will more than likely receive retaliatory treatment and may have to seek services elsewhere and/or seek legal remedy. I am not sure if there could be any possible and believable assurance that my wife and I could be treated in the future with courtesy, and not have to fear any retaliatory treatment. I would honestly rather see another facility or practice within the Carilion network of [redacted] if possible.

Regards,

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Description: MENTAL HEALTH SERVICES, HOSPITALS

Address: 2900 Lamb Circle, Christiansburg, Virginia, United States, 24073

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