No Show
I had a very disappointing experience as a new patient.
I initially tried to schedule my appointment online, but I couldn't complete the process because the therapist I selected did not have my insurance listed in the scheduling dropdown. That forced me to call the office, where I was offered three appointment times on a Friday with the therapist I specifically chose. I received both an email and text confirmation for the appointment.
I arrived on time, checked in using the barcode from the confirmation, and waited for 20 minutes before learning that my therapist was a no-show.
I was then told that the therapist doesn't work on Fridays. If that's the case, why was I offered Friday appointment times, allowed to schedule the appointment, sent confirmations, and checked in upon arrival? This breakdown in communication wasted my time and undermined my confidence in the practice.
What makes this especially disappointing is that seeking therapy is often difficult for new clients. It takes courage to reach out for help, time to research therapists, and vulnerability to choose someone you believe you can connect with. To finally make that first appointment only to be left waiting for someone who was never scheduled to be there has the opposite effect of making someone feel supported.
Dr. Richard Kneip, founder of Great Lakes Psychology, states, "We put patient wellbeing at the forefront of our operations. Our innovative outlets for help, along with our transparency and compassion, allows for a quick road to recovery with whatever hardship life throws your way." Unfortunately, my experience did not reflect those values. I hope the practice reviews its scheduling procedures so that future patients don't have their first step toward getting help become an avoidable disappointment.
