To Whom It May Concern,
I am writing to formally express my concerns regarding the treatment I have received at Crossroads over the past two years. I have been a patient in the MAT program for six years and, until recently, I was consistent in attending my appointments, following all treatment requirements, and maintaining my recovery. Unfortunately, my recent experiences have been deeply disappointing and, in my opinion, have undermined my care and progress.
Incident #1 - Unjust Discharge (Year Prior)
After nearly five years of consistent attendance and compliance, I was abruptly discharged--without any prior notice--for missing a psychiatric appointment by five minutes. The night before, my boyfriend relapsed and became violent, resulting in police involvement at my home for most of the night. I contacted the office within minutes of the missed appointment to explain, yet I was denied my medication for approximately three months. While I understand the clinic often works with individuals struggling with active addiction, I feel my history of compliance and commitment to recovery should have been considered in that situation.
Incident #2 - Counselor Change and Lack of Response (May-July 2025)
In May of this year, I was switched to a new counselor--one of many changes that were not initiated by me. Unfortunately, I did not feel comfortable with this counselor and immediately contacted the office multiple times, both by phone and in person, requesting to be reassigned. Despite my repeated efforts, I never received a call back.
I continued with my normal MAT appointment with Dr. Shenburger, who, along with nurses Sabrina and Nicole, had worked closely with me to transition to the Sublocade injection. I received my first shot on June 2, 2025. However, when July came, I noticed there were no upcoming appointments scheduled in the system. After many calls, I was told I had been discharged again--this time for "not attending counseling"--despite the fact that I had made multiple documented attempts to address my counselor concerns.
Incident #3 - Re-Intake and Denial of Sublocade (June-August 2025)
After speaking with a supervisor, I was told I could restart services quickly and resume my Sublocade treatment. I was scheduled for an intake on June 25, 2025, and was assured I would be able to receive my injection. However, at that appointment I did not receive the medication, and the next available date offered was in August--two full months later.
This delay meant I would be without medication long enough to go into withdrawal, and I was also informed I would not be able to continue with Dr. Shenburger or the Sublocade injection at all, but would have to return to sublingual medication. Having already worked through the adjustment period and anxiety of switching to Sublocade, I found this unacceptable and harmful to my recovery stability.
Conclusion
Throughout my time at Crossroads, I have always taken my recovery seriously, complied with requirements, and built a positive rapport with my providers. The recent lack of communication, disregard for patient comfort and continuity of care, and abrupt discharges have caused significant emotional distress and jeopardized my recovery.
I would like to sincerely thank Dr. Shenburger, as well as nurses Sabrina and Nicole, for their compassion, dedication, and professionalism. They made a meaningful difference in my treatment and recovery, and my concerns are in no way a reflection on their care. My issues lie entirely with the administrative and systemic failures that have repeatedly disrupted my treatment.
I believe my case highlights a breakdown in communication, patient advocacy, and respect for those who are genuinely committed to treatment. I am requesting that Crossroads leadership review these incidents, take accountability for the lack of communication and follow-up, and implement changes to prevent this from happening to other patients.
I have sent this too Crossroads as well but figured I would share my experiencea on here too for anyone else! read more
