Sagent Behavioral Health - Eden Prairie — Local services in Eden Prairie

This review pertains to the Nystrom & Associates location in Eden Prairie, specifically. I routinely go to the Duluth office and everyone is consistently fantastic, however, they currently do not provide neuropsychological testing at this time. I was in a car accident several years ago, at which time I sustained a severe concussion. I noticed cognitive changes over the years and asked to be set up with some testing to address said deficits. I was told it would require four appointments in Eden Prairie: an intake session, two three-hour testing sessions and a results session. Eden Prairie is two hours from my home, and I am a full time student with 60+ hours per week in commitments, so finding time for these appointments was challenging enough. The intake appointment went well, as did the first testing session. Due to how early the testing sessions were, I took it upon myself to stay in town the night before so I could get a good nights sleep (I have issues with insomnia). I arrive for my second testing session and apparently the tester, Amy, had called in that morning. They apparently tried to contact me. My phone shows they called an hour before, which wouldn’t have mattered either way because I would have been halfway through my drive if I hadn’t stayed in town. No one apologized for the inconvenience, they simply had me wait for a scheduler to be available. Rescheduling this appointment was met with absolutely no flexibility on their offices’ end. Apparently, Amy wasn’t able to fit me in on a day that would better suit me so I had to miss a whole day of my clinical hours to come back. I was irritated at this point and didn’t want to come back for the results session, but have them mailed to me instead. Apparently this was a big issue and the scheduler didn’t think they would be able to accommodate me. I left pretty miffed, asked if I could speak to an office manager, but one was not available. A week passes, I complete my testing, and we revisit the results appointment. Again, I tell her after the previous weeks debacle, I want the results mailed so I am not driving four hours round trip for an hour or less of information. Again, this is made to seem like a very inconvenient choice for them, and that she could but it wouldn’t be an official copy, just a draft. I said fine, send the results and I will set a tentative appointment in case I have questions. I want to reiterate that on more than one occasion, it was communicated to me that the results take TWO weeks to generate. So, it is getting closer and closer to this tentative appointment (set for 3/5/18), no results. I finally call on Thursday the 1st, and apparently Amy had only finished them two days previous so I would not be getting my results before my appointment, thus kind of forcing my hand to actually go to this appointment as I was becoming impatient and wanted to know what was going on already. Well, come this morning, the day of the results, I go to leave my house at 7:30 (appointment at 10) and I am having car issues. My husband is at work so I cannot take his. I call down there and explain, but apparently my appointment was cancelled on their end because Amy called in sick AGAIN. The gal claims I should have gotten a phone call. Look in my call history, no call exists. I am livid and frustrated to no end. I should mention, on the call I made Thursday, I asked to have the office manager call me to explain my frustrations but this was really the final straw. I could have gone anywhere for testing, decided to use their office and this is how they treat patients? My time and money is obviously of no importance. I will probably never get these goddamn results at this rate. I will never, EVER, set foot in the Eden Prairie...

I was a long-term patient, but I just got tired of the place. Back in the day, I got the feeling that they maybe cared about their patients. However, within the past two years, it has become less about the patient, and more about how many patients they can squeeze into a day and how much they can charge for services. I absolutely loved my doctor, but I became tired of the silly policies, inflexibility, and being treated like a nameless, faceless person who is only there to increase their bottom line. Their "get 'em in, get 'em out, NEXT!" revolving door approach has resulted in doctors with no time between patients to read their own notes, no time after meeting with a patient to update their notes, and allowing a twenty minute appointment to dwindle down to about 10 minutes of actual discussion because they're busy reviewing old notes & typing new notes while you're trying to talk to them. When someone's lifestyle is dependent upon medication, is it really possible to thoroughly assess how well that medication is or isn't working or make tweaks to that medication or change that medication entirely within 10 minutes? Lastly, two other things that really irked me... When a patient comes to you seeking talk therapy, having a therapist who yawns throughout your entire appointment or hurries you out the door 10 minutes before the actual end of your appointment so they can update their notes because their next patient's appointment starts in 10 minutes only solidifies the fact that I'm not a person... Instead, I'm made to feel as though I'm a boring idiot who is there only to bill an insurance company. AND 2. Their collections department is a bit of a joke. They harassed me endlessly & insisted I owed them money. After a long discussion with someone in collections, she realized they had erroneously charged me for two appointments with the same doctor on the same day. I was then told my account had been fixed, and I didn't need to worry about. Fast forward about 2-3 months... I was again getting harassing phone calls, this time threatening to send me to a collections agency, terminating my service, etc., only to find again after much discussion that no one took the erroneous charge off my account as was promised. I just couldn't take it anymore, and based on my observations, I didn't see any improvements coming any time soon. I left, and have happily found a different clinic that views its patients as people instead of...

I came to Nystrom for my child's anxiety/sleeping issues. What a mess this place is... where do I begin!

First, it's a patient mill - starting with the reception area which has a row of at least 5 receptionists crammed so close to one another that their elbows are touching, all looking like harried college kids working at a call center, wearing headsets and talking super fast so they can process the high volume of customers... not to mention the patient waiting area, set up like an airport gate for big international flights.

Second, their phone lines are clearly outsourced to some poor rural area - phone reps sound uneducated and audibly sigh or click their tongues with annoyance at everything you say.

Third, they make you sign up for a e-document system that does. not. work. Ever. But it sure emails you a lot of reminders! Multiple reminders for each appointment, multiple reminders to add other healthcare providers or update your profile, plus notifications that you have new documents uploaded - and yet not a single document ever loads.

Fourth, extracting your records is impossible. I switched to another provider only to find out that it takes them 10 business days to fax the new provider our patient assessment. When I tried to expedite, the phone rep could not reach anyone at the actual office so I am left with no ability to get my records which with the holidays delays my appointments by a month, ugh.

As far as our therapist, she was... fine. Didn't really have any good practical suggestions but perhaps there was not enough time...