I have been using the services of South End Psychiatry since the beginning of 2022. Prior to setting up my first appointment, I made sure to confirm with the practice that they took my insurance. My first appointment went well and my provider seemed well informed and attentive. I quickly made a follow up appointment for the next month. The day of my second appointment, I went to log in and realized that I had not been sent the login information. I called and was told that my appointment was cancelled because there were some insurance issues and when they tried to reach out to me I didn't respond. I made clear that at no time did I receive an communication from them regarding an insurance problem but that I was happy to address the issue right then so that I could have my appointment that afternoon. Despite the fact that they had already confirmed that they took my insurance when I first came to the practice, it took much back and forth with their admin team to get the matter settled. But it was eventually settled and I was able to have my appointment. Again the care I received from my provider was good and so I made another follow up appointment for the next month. The date of my next appointment came around and again having not received any login information, I reached out to the admin team. I was told that again my appointment was cancelled, this time because my provider was out on leave. I was again told that a message was sent to me but, again, no such message was ever received by me. To be clear, the admin team from South End Psych is perfectly capable of contacting me. They have managed to reach me every time I make an issue regarding their poor service. It seems only to be the communications that they are responsible for initiating (e.g. log in information, billing issues, scheduling issues). Again, because I was in need of my medication refills, I decided to let it slide and they scheduled me with a second provider for the following day. My third appointment, with the new provider, also went well. Again the care was competent and thoughtful. It is for that reason and that reason alone that I scheduled a fourth appointment. This time, when I went on their website to schedule my appointment, I saw that my original provider was again available and I booked an appointment with her. In an attempt to hedge my bets, I also made a second appointment, with a different provider from South End for the same date and time. I figured there was no way they could mess up two appointments, but, lo w and behold they did. Today was that fourth appointment and despite receiving confirmation emails regarding both appointments I again found myself without login information this morning. I reached out to the admin team and was told that they are moving to a new scheduling platform and any appointments made on the other one weren't valid. I asked about the confirmation emails I had received just days earlier and was told that they can't control the automatic emails from the old system. I was then told that there was nothing available for me today. I insisted on speaking with a supervisor and was able to get myself an appointment for today with a third provider. So I again had to repeat all my health history for the third time. Of course, again the provider was excellent and I was almost ready to try one last time but before I could, I got an email about my prescriptions and noticed that only one of the two prescriptions were called in. I called the admin team again and was told they would look into it. That was a few hours ago and I still have yet to see a refill come through to my pharmacy. I am not sure what can be done when a practice has good physicians but bad admin staff but I do know that a mental health patient should not find themselves stressed out about whether they will be able to see their provider and get their medication. read more