Mindful Health Solutions - San Francisco (Post Street) — Mental health service in City and County of San Francisco, CA

Very thin and over worked administrative assistance. Phones go under answered, no call backs.....very frustrating. I need therapy after dealing with Mindful Health Solutions. I'm "stuck" with MHS because of my insurance company's health providers!

This has been an amazing experience so far and I am excited about my continued journey with MHS. I was at rock bottom and my sister, a doctor of internal medicine, referred me to MHS. From the first greeting I received from Margaret, through the intake she provided, to the herculeon efforts from Olivia to get the insurance in order, to Amal - my doctor, it doesn't get better than this. My first treatment was significant and immediately helpful. I am looking forward to my future and have great praise for Amal and my care team at MHS. Thank you kindly!

The administration is awful and unresponsive, I frequently had to request multiple times for a refill of my medication because it was not submitted. Recently, my psych went on long term leave and their admin did not notify me until my prescription was not refilled, at which point they made me jump through hoops with a covering psych to get the prescription. Two months later, they told me I needed to find a new psych office because they did not know when my doctor was coming back, and cancelled all of my future appointments, and then did not refill my medication. They once forgot I was on a medication and didn't refill it or bring it up again for 5 months.

My care team was excellent, i have nothing but praise for them. The issue is with the back office in general and the billing department in particular. Three times during the course of treatment they sent me bills for money I didn't owe. And it wasn't just me. Patients in the waiting room reported the same thing on the same days. If you complain, they tell you to talk to the front desk person in the office and they are unable to help. Now, four months after the end of treatment, they're claiming I owe them money. I do not. I have tried to contact them multiple times to resolve the situation, but they have not responded. Just avoid these people. It is not worth the stress.

Treatment techs = 5+ stars Office staff = 3 stars Communication = 0 stars Billing = 0 stars Overall = 2.5 stars Mindful Health is a MESS. The admin side of this company is painful. From the onset, the communication bordered on harassment: texts, emails, and phone calls. I'd confirm an appointment two ways and then get another form of communication at 2 a.m. Sometimes, I would get check-in emails after my appointment. Well after starting treatment I still got marketing emails, "Still interested in trying TMS?" even after unsubscribing multiple times. Their "unsubscribe" violates data privacy laws. (You have to email in to unsubscribe, receiving no confirmation of receipt.) This never happened for weeks until I found an office staff member who was ON IT for me. The office staff can be hit or miss–some are friendly and helpful, while others are less so. It doesn't seem Mindful Health gives their front office the power of information—they always have to reach out to ask someone for info a normal medical office would have on hand. I was never sure someone would follow up to answer my query. More than half the time, it wasn't. The treatment itself: I had multiple techs over the weeks, and they are friendly, kind people doing important work. Five (plus) stars to Jenny, Shannon (Stockton office), Neel in SF office and Jami in Walnut Creek. They each made my time in the chair easy and enjoyable. Mindful Health could benefit from hiring a project manager specializing in UX to overhaul its client communication and experience. People are coming to them for medical issues and being exasperated by their interactions with this company. It's sad that a company offering life-altering treatments to reduce depression, anxiety, and other behavioral issues doesn't invest in ensuring they don't contribute to these issues. Check-in process–a mess! As mentioned, multiple methods sent continuously. Asked to confirm/input my insurance and co-insurance at every check-in. That is 36 times. 5 days a week. Repetitive and unnecessary. Also - move your computers! When you walk into a medical office to have your office staff hidden behind a monitor that they can barely look over is weird. Move them to the side so your staff can interact with your clients. Location. No one, and I repeat, no one wants to go to Union Square every day for treatment. This is a bizarre location for a medical office where you have to go so frequently. Traffic, people, parking–just a nightmare. If I didn't have a Vespa to travel to my treatments, I would not have used Mindful Health. Didn't read above? Dealing with Mindful Health's admin/billing can contribute to your behavioral health issues. Treatment techs are excellent. Everything else is a mess.

Given my most recent experience trying to get an important prescription refilled I cannot recommend the Post Street location to anyone. My doctor himself is excellent and kind and very helpful. However, the front desk should, in all honesty, be ashamed of the way they handle patients. Because my prescription is vital to my daily function and important to not miss (per the Dr and the pages that come with the Rx) I sent in a request over a week before I ran out. I was told MULTIPLE times, by MULTIPLE people that they had submitted the request to the "on call provider" and that's all they can do. I followed up daily. No one ever took ownership or acted with any sense of urgency even after repeatedly letting them know I was soon to run out. I was told over and over, "that's all we can do". Still, as of this moment, they have not taken care of it and I am going to be without my medication. Until they get back to me "on the next business day" (Monday). For a group of people working in mental health they have caused me MASSIVE grief over this whole situation. The lack of empathy says volumes on how much they (don't) value the mental health of their patients.

I am absolutely livid with Mindful Health Solutions' Union Square location and their outrageous handling of my non-existent appointment cancellation. Let me break down the absurdity of this situation. First and foremost, I never even made an appointment in the first place. Yet, Mindful Health Solutions had the audacity to try and charge me a whopping $175 for supposedly failing to cancel it on time. How can I cancel something I never scheduled? Moreover, my doctor never even agreed to seeing me on a regular basis. So, why would I have any standing appointments to cancel? Adding insult to injury, their idea of notifying me about this phantom appointment was by sending texts and emails on a Saturday! Last time I checked, Saturdays aren't exactly prime business days. Oh, but they made sure to cover their bases by leaving a voicemail during a workday. Because, you know, everyone checks their voicemails religiously while they're working, right? Of course, I never saw this voicemail, and guess what? Their brilliant solution was to send a notification on Saturday where i quickly followed their link to cancel the appointment, only to be blindsided today that the appointment was still happening. Feeling backed into a corner, I reluctantly agreed, only to find myself charged $106 for a mere three-minute consultation. Let's dissect this further: the appointment lasted a grand total of three minutes. That's right, three minutes of my precious time wasted to explain to my poor doctor that I had to step out of an important meeting to address this absurd situation. And what did we accomplish in those three minutes? Well, I simply reiterated the situation, emphasizing the need for brevity due to my time constraints. To his credit, my doctor respected my request and asked me one solitary medical-related question before ending the call. When I had to complain about this ludicrous situation, they had the nerve to call me back and suggest I change healthcare providers. Seriously? Is that how you treat patients who are rightly frustrated with your incompetence? Even my doctor was "horrified" by the way their front desk staff handled the situation. That should tell you something about the level of unprofessionalism we're dealing with here. In summary, Mindful Health Solutions Union Square not only tried to charge me for a non-existent appointment but also failed miserably in their communication attempts and then had to suggest I take my business elsewhere. Well, consider it done. I'll be requesting my records faster than you can say "malpractice." Avoid this place like the plague unless you enjoy being treated like garbage by incompetent staff.

Bad experience It is difficult to find providers that take my insurance, and I finally found an appointment here to get a mental health evaluation (I have Tourette's, and it's been over 10 years since my last one). I was waiting for a month and a half for my appointment, and was just informed that not only was my appointment cancelled, but there was no way to set up a new appointment with them. Do not put the care of your health in these people. They didn't even sound empathetic.

Please look elsewhere for mental health treatment!!!! I liked my doctor here (Dr Wood, no relation) but as others have said, the customer service is unbelievably bad. They overcharged me by about $600 due to a mistake they blamed on Anthem. It has been 1.5 years since my last visit and still no refund. Even worse than not getting a refund - they won't even answer my calls about it. I have a concierge service through my work that helps with these types of things and the associate has called 1x weekly for the last 3 months, but still the Billing department has not returned 1 single call. I thought surely the associate was wrong/incompetent, how could a mental health care practice neglect its clients this way? I decided I would start to call regularly myself, and they've been ignoring me too for weeks! I talk to reception, reception transfers me to Billing, no one answers, and I leave a voicemail that goes unanswered. I will happily revise my 1 star rating if someone actually gets back to me. Otherwise I will have to look into small claims court.

I got an email request to write a review. And normally I wouldn't share, but because they haven't even seen my complaints on the patient portal I thought I'd comment on the poor care I received. Now I understand why there was availability when no other clinics had space during the pandemic. Initially I was scheduled to meet a provider for an assessment of a new diagnosis. Unfortunately that provider was not available on the day that was scheduled after having waited 2 weeks to see this provider for this new diagnosis, which I needed for work. They canceled the appointment about a week out, where I had already scheduled time off work. I was then rescheduled with another provider. When I met the second provider, I already felt like I wasn't being listened to. I told this new provider about my symptoms and they completely ignored them and the advice from my UCSF primary care doctor about this potential new diagnosis. Instead they decided to rely on my previous diagnosis which is often a comorbidity with the new diagnosis that I was seeking. As a female, woman of color, professional, and a nurse with a master's degree from the same university and program as my provider, I felt like I could be a patient that could be trusted as an accurate historian. At the end of our hour, the provider told me that she didn't think that I had the certain diagnosis because I was highly functional highly educated and just needed to continue my current medication. So I sought a second opinion at another facility and was given the diagnosis that my primary care provider had suggested. So I came back to mindful Health Solutions and the same provider to start medication. After a few weeks on being on this new medication that I did find helpful, I asked my provider if I could try trade down from my other medications because my mood had significantly improved. The provider ignored my request so I went back to the provider who gave me the diagnosis even though I would have preferred to see a live provider who lived and worked in the same community that I lived versus seeing a provider who was only virtual and out of state. A couple of months later I had an appointment with the same provider at mindful Health Solutions for medication titration. A few days prior to this appointment I had sent a message through the patient portal that I needed a refill on my monthly medication. I did not get a response right away and by the time that mindful Health Solutions contacted me I was told that the provider was no longer working there and that it may take a few days to get a refill on the medication. Well I was leaving for a work conference for a week and I needed the medication to be refilled urgently because I was flying out of town the next day. I was told that a covering provider would send on medication over to a pharmacy near me at the state where I was for the conference. That did not happen. Instead I went again to the virtual provider who initially diagnosed me and prescribed the medication for me who was able to get that medication in for me right away. A couple of weeks later I had been automatically scheduled to see a new provider without being informed. So I spoke to that provider who was supposed to send a referral for a more detailed assessment because my initial provider said that they were going to send me for that initial detailed assessment but I never got the referral or a phone call or a response to the patient portal. I was then told by an administrative staff person that since my last provider had left my account was closed and I would need to start a new account to open care with mindful health solutions. A few weeks after that I got an email asking for a review on google. So that's what I have to share. I don't feel like I got responses when I send a message to the patient portal I don't feel like I get refills in a timely matter. And when my provider left, I did not get a timely notification which affected when I could get a refill of my medication. I never felt a connection with either of the providers that I met here.