Gladstone Psychiatry and Wellness

The care I have received from the provider has been adequate, but dealing with the administration side of things has been difficult. When you call in the office to speak to the front desk you can hear the other front desk attendants talking to patients on other phone lines and can hear absolutely everything they are saying. It's frustrating to not be able to hear who you are directly speaking to and also concerning to hear private medical conversations of other patients. The Patient Portal is useful to talk to the provider but completely useless for bill pay. I check the portal multiple days before and after my appointment and my bill never shows. I have to call to make payment, which okay no big deal, but in the 6 months I have been a patient I have had (1) mischarge to the wrong credit card due to them not using the card I called in with and using the card in the portal. Again no big deal, but if the portal had my bill available I wouldn't have needed to call and could have made sure the correct payment was in the portal to pay with. My most recent visit in September there was a discrepancy with the copay on the insurance's side and a credit was issued to Gladstone and then a credit was placed on my Gladstone portal due to me overpaying my co-pay amount. I was never notified by Gladstone, but due to my diligence of checking the portal I noticed the credit and made note. After my November visit, I again had to call to make payment and when I called I mentioned the credit on my account and that I was calling to pay the balance of the bill with the credit being applied. They took my payment. Now almost 2 full weeks later they are saying I have not made a payment at all and have no credit on my account. After asking them to check again they found my credit card payment, updated the portal and changed the credit to a balance owed, again with no notice. It took me calling back leaving a message and then calling again to get the issue resolved, and again I was the one who made all attempts of communication throughout the entire issue. Good grief. Do better.

Everyone is so helpful and caring. I greatly appreciate that Akeera goes above and beyond every time I need help at the Baltimore office. She always understands my issue/question and has even followed up with an email to provide more information to better assist me. I am so grateful for her and the rest of the office staff at Gladstone.

If you need help don't go here. They cancel your appointment last minute. Terrible service!!!
In response to your reply. Check your book for my last name. My child had an appointment and you called an hour before she was to be there and told her it was rescheduled, then didn’t fill her medication because she wasn’t seen. The lack of response's for medication refill requests are also a big issue. It’s unprofessional to not respond to a client in a timely manner.

Thank you ,Talithea ! I wish I could give you more stars . Talithea is outstanding, very professional , knowledgeable, go above and beyond to address my medical needs. I appreciate you for your quick response and your follow up . YOUR THE BEST !!!

It's truly unfortunate how horribly Gladstone's scheduling, administration, and client support is operated. For those seeking mental healthcare, I highly advise seeking alternative practices who are committed to providing reliable, accessible care to their patients.
Here was my experience:
I’ll start by saying that, when I was able to receive care from a provider, the care was fine. Nothing amazing, but I was able to openly discuss my medication strategy and determine best steps with my doctor. My doctor forgot to refill my prescriptions a few times, but nothing terrible.
After being a patient of Gladstone's Baltimore location for over a year, I was notified that my psychiatrist was leaving the practice with one day's notice back in March of 2023. I was told on a Wednesday that my psychiatrist was leaving that Thursday, and I had an appointment that Friday. I called to discuss the status of my appointment and was reassured by two different staff members that my appointment (which had been scheduled for 3 months) would still occur as usual with my provider. When I signed into my virtual appointment as scheduled on their internal portal, I was met with 15 minutes of silence until I was finally able to reach client support staff on the phone. They then confirmed that my appointment should have been cancelled and apologized. Thankfully I was able to refill my prescriptions as the next appointment with any available psychiatrist wasn't for another 3 months.
I waited my 3 months, recompleted my intake documentation as I was seeing a new psychiatrist, and signed into my virtual appointment as scheduled this past week. After waiting 10 minutes in silence, I called Gladstone’s support staff, only to be informed that I should have received a phone call and an email notifying me that my new, replacement psychiatrist had also left the practice. They offered to reschedule with a new therapist, and I told them that I would be searching for new a new psychiatry practice based on my experience this year. They offered a quick, simple apology and hung up.
So now I’m searching for a new practice, unexpectedly, hoping that my prescriptions don’t run out before I can be seen.