Psychiatric Alternatives and Wellness Center

Complaint: [redacted] I am rejecting this response because: The policy should be updated to one that is more accommodating to the patients where a positive confirmation be obtained from the patient prior to the appointment date If positive confirmation is not obtained the office manager should allow or offer an option to cancel the patients appointment without confirmation The office manager indicated that they only send emails to remind patients of appointments Some (many) patients do not have access to emails and so this reminder is never seen by the patients, and then the office management company gouges the patients with a hefty $ [redacted] cancellation fee My recommendation is to stay away from any physicians managed by the Psychiatric Alternatives and Wellness Center as you will fall victim to their unscroupulous cancellation policy and hefty fines! Sincerely, [redacted]

All patients that register with Psychiatric Alternatives are asking to sign an electronic contract that is stored in their online account with the practice; which they can view at any timeThis patient, like all the others, signed a contract agreeing to our office policies which includes how to appropriately make and cancel appointments We do not prompt appointmentsThey are made by patients at their request To assist them with keeping track, we send out courtesy emails reminders of their appointment timeOne goes out when the appointment is made and then they get reminders days and days before the appointment In the confirmation/ reminder email, it clearly outlines that if the patient wishes to cancel or reschedule, they must do so business hours in advance to avoid a late charge ($***)They can cancel in their online account, by sending us an email, or leaving a message with the office If the patient wanted calls reminding them of the appointments they made, we would have told them to seek care elsewhere when they first called the groupWe have thousands of patients all over the Bay AreaWe have a set model and practice policiesWe clearly outline them so customers do not feel deceived once receiving treatment from our providers I understand their frustration as $ [redacted] is a pricey mistakeWe also counsel patients on how to better manage their care, should they need it

Any new patients seeking care with Psychiatric Alternatives are told that an active email address is requiredIf someone does not have an active email address or does not regularly check emails, they are referred back to their insurance
Should a patient prefer texts or calls from their doctor's office, we would refer them to another facilityIf email is not a preferred method of contact, that would be addressed during the registration
We understand that some people prefer calls over emails, but that is not the model we offer
Psychiatric Alternatives offers easy online access to staff and providersIf the patient has questions or concerns about how we schedule or our cancelation policy, the administrative office is available at (415) 237-or [email protected] office hours are Monday through Friday from 9am to 5pm, and we return all messages (voicemails or emails) within one business day

Complaint: [redacted]I am rejecting this response because:
The policy should be updated to one that is more accommodating to the patients where a positive confirmation be obtained from the patient prior to the appointment date.  If positive confirmation is not obtained the office manager should allow or offer an option to cancel the patients appointment without confirmation.  The office manager indicated that they only send emails to remind patients of appointments.  Some (many) patients do not have access to emails and so this reminder is never seen by the patients, and then the office management company gouges the patients with a hefty $[redacted] cancellation fee.
My recommendation is to stay away from any physicians managed by the Psychiatric Alternatives and Wellness Center as you will fall victim to their unscroupulous cancellation policy and hefty fines!
Sincerely,[redacted]

All patients that register with Psychiatric Alternatives are asking to sign an electronic contract that is stored in their online account with the practice; which they can view at any time. This patient, like all the others, signed a contract agreeing to our office policies which includes how to...

appropriately make and cancel appointments. 
We do not prompt appointments. They are made by patients at their request.
To assist them with keeping track, we send out courtesy emails reminders of their appointment time. One goes out when the appointment is made and then they get reminders 5 days and 3 days before the appointment.
In the confirmation/ reminder email, it clearly outlines that if the patient wishes to cancel or reschedule, they must do so 48 business hours in advance to avoid a late charge ($[redacted]). They can cancel in their online account, by sending us an email, or leaving a message with the office. 
If the patient wanted calls reminding them of the appointments they made, we would have told them to seek care elsewhere when they first called the group. We have thousands of patients all over the Bay Area. We have a set model and practice policies. We clearly outline them so customers do not feel deceived once receiving treatment from our providers.
I understand their frustration as $[redacted] is a pricey mistake. We also counsel patients on how to better manage their care, should they need it.