J E.
Absolutely awful from beginning to end
Absolutely awful from beginning to end. My PCP referred me to Mood health due to a shortage of available therapists in my densely populated area. I signed up online and immediately started getting badgered with emails from their support team twice a day asking for my insurance document. After two weeks of this I responded and asked them to stop emailing me and that I would get it to them as soon as I had time. Ellie responded with a hostile tone stating that if I didn’t get it to them by my first appointment they would assume I’m paying cash. So finally my appointment comes and I join the zoom link to meet my provider. She was ten minutes late, that’s fine, I understand things happen. However when she joined the zoom she immediately had an attitude and was short with me. She explains that she’s a nurse and she’s going to do a psychiatric review. She asked if I had signed up for psychiatric services or counseling. I told her that I was under the impression that this was for counseling. So she immediately suggested that we end the session. I was uncomfortable at that point due to her attitude so I agreed despite having waited weeks for this appointment. That was last night. This morning I check my email and there’s a charge for the session. This doesn’t make any sense, since my insurance doesn’t have a copay for in-network psychiatric or therapy appointments, and Mood was definitely in-network. I’m guessing she charged me a cancellation fee, which is ridiculous since she suggested we end the appointment. The whole thing was ridiculous and not patient centered. I work in the mental health field with people who have psychiatric diagnoses and I am shocked at the lack of trauma informed and patient centered behavior from this service. I can just imagine how triggering this would have been for someone who has serious psychiatric symptoms. I wouldn’t suggest this service to anyone.
Response from Mood HealthJan 4, 2023
Hi J e, thank you for taking the time to share your feedback, and we sincerely apologize for your experience. Our mission is to make mental health care effective, accessible, and affordable, and we fell short of that. It appears as though you were able to speak on the phone with Giovanni, and have some next steps in place. We will continue to work on the pain points you experienced to make sure that they don't happen again, and are very grateful that you are willing to give Mood Health another try to make things right and be a resource for you on your mental health journey. If anything else comes up, please don't hesitate to reach back out to Giovanni by emailing [email protected] or calling 619-639-9730. Thank you again.