Novelty Behavioral Health – Pharr

My provider, Mr. Stromberg, has been nothing but great. However, since the office switched to outsourcing their phone staff to a call center, I’ve had repeated issues with getting prescriptions refilled or corrected. I… can call the call center multiple times, explain the same issue to multiple representatives, and then find out that the next representative or the actual office staff has little to no information about my previous calls. Unfortunately, the problem is not limited to the call center. The front desk staff at the Pharr office have repeatedly given me inaccurate or conflicting information. This past week, I was completely out of a medication that I take regularly, and despite calling several times and physically going to the office multiple times, I kept being told that my prescription would be sent “later that day” or “first thing tomorrow morning.” Each time, nothing happened. On one occasion, I went to the office in the morning and was told Mr. Stromberg was in a meeting but that the prescription would be taken care of. I returned around 3:30 PM, even though the office is listed as closing at 5 PM, and the lights were already off. When I asked whether my prescription had been sent, the staff seemed unsure and then told me it would be done the following morning. The next day, it still was not sent. I ended up having to call out of work because I was feeling so poorly without my medication. When I returned to the office again the following morning, I was told that the prescription had actually been sent the previous day. I explained that I had never received a notification from my pharmacy, so I called the pharmacy myself while I was there. The pharmacy told me that the prescription had only just been sent that morning. I understand that mistakes happen and that controlled medications can require additional steps, but the repeated lack of communication, conflicting information, and being told things had been completed when they had not was incredibly frustrating and stressful. I should not have to repeatedly call, physically show up at the office, and verify information with my pharmacy just to find out what is actually happening with a routine prescription. Again, I have had a very positive experience with Mr. Stromberg himself. My issue is with the way the office currently handles communication, prescription requests, and follow-up. I really hope they reconsider the call center system and improve communication between the call center, front desk staff, and providers, because the current process is extremely difficult for patients to navigate. What concerns me most is that this is a behavioral health practice. Patients here may be taking medications for serious psychiatric conditions, and some may be at risk of severe destabilization, psychosis, or suicidality if their care is interrupted. That makes repeated communication failures and inaccurate information about prescriptions much more serious than a normal customer service issue. When patients are told over and over that something has been handled when it has not, the consequences can affect their ability to work, function, or stay safe. At some point, this stops feeling like simple disorganization and starts feeling like they are playing with people’s lives.

We love our provider Mr. Stromberg, however the office is impossible to reach they exclusively use an answering service and never return calls. I do mean never. I have had to go in person to request refills and as of… now, I am three months behind paying my bill because they don’t return my calls or messages. If they can’t be bothered to return a call so they can get paid, imagine the amount of concern they have for a patient request. We will be finding a new provider, which is sad because the actual medical personnel is great. Perhaps they will see this and call me so I can pay.

Sandra Sanchez is an amazing person. My grandson loves coming to his appointment with Sandra

My daughter was so hopeful she was going to get the help she needed however, they’ll send you else where if you don’t consent to medication in the initial intake. I was given a BLANK medication consent form to sign and… was scolded by 2 separate front desk staff for NOT wanting to sign a BLANK consent form. My daughter had stated she wanted to hold off on meds for at least a few counseling sessions and I was absolutely willing to consent to medication once a plan had been discussed and my daughter had been evaluated. Now we’re backed to square one.

Dr. Sanchez is incredibly kind, attentive, and knowledgeable . She truly listens and makes you feel comfortable and cared for. Very grateful for Dr. Sanchez compassion and professionalism.

Not Professional at all. The Psychiatrist who attended Me & My son was very rude. Horrible experience -0

The doctor was very kind, but it's always the same; they always want to prescribe medication. They're not prepared for someone who's against medicine and want to offer better natural advice or recommendations. Besides… that, the incompetence of the women at the front of the waiting room was appalling. They told you to be seen as you arrived, but I was never seen in order until I stood up and asked them what time I was supposed to be seen. Why did they let four patients in ahead of me?

Beautiful

They don't do their job. Clerk assistant are not capable of handling properly clients agendas and psychiatrist do know their jobs but still take your money and push pills on the patient.

As a first time for my boyfriend, I loved it staff was nice helpful & especially the doctor!! Love it !! 🩵👍🏻

The pa was super! In and out. I was comfortable. Great place!

Ms. Wolovski is kind and attentive, pleased with her services and quality of care. However, the responsiveness and timeliness of the front desk is absolutely horrible. It’s impossible to reach them and even when you do,… they are not helpful in resolving your issues. I had scheduled my first appointment , given all my information and later found out there was no record of my profile. Had to wait another 3 weeks to be seen. I had an issue with my prescription and had to call over 20 times. I was told the issue was resolved and I later found out they had not even contacted my insurance. I’ve been waiting on this prescription for over 2 months. They are risking their patient’s health and wellbeing with their carelessness..

I didn't want to do this, but I'm extremely frustrated. I've been trying to get ahold of them for a long time. They never answer the phone, and don't return voice messages. I told this to the receptionist when I went,… and they just don't care. I have an appointment today for an evaluation, and I was only told it was going to be on April 30th, but not the time or with whom. I would not recommend them. What good is a behavioral center you can't even get ahold of when you need them.

Absolutely love bringing my daughter to her appointments. They also offer telehealth. Maria was kind enough to let me know about the telehealth option. Clean office, and kind staff that work quickly and efficiently.

This office is extremely irresponsible and frustrating to work with as you can never get a hold of them. They decline phone calls and transfers you to a service line. Even while the service line works extremely hard to… get a hold of them, they will dismiss it with them as well. I’ve gone in person to get a prescription fixed since that’s what I am getting seen for, and even doing that gets dismissed and treated as if my issue is not that big of a deal. I’m not sure why they’re like this, I guess they just want to charge insurance for money and lying about treating patients. Was seen almost 11 days ago (timeline for relevance) and still haven’t received any update on my treatment. All i want is to get treated and I hope the person in charge of the receptionists can fix this lack of communication issues and point out how irresponsible it is of them.

Is a great place friendly people and staff.

The help provided was exceptional! Mr Correa and team were very nice and professional!

Horrible experience just trying to initiate services. I’m glad we found out on the front end. I can’t imagine having to waste more time before deciding to look elsewhere. 0 stars

I have been trying to reach my doctor which was relocated to this place but every time I call I can never reach anyone . I get the same recording telling me no one is available to leave a message .

Very friendly and welcoming staff, as well as great Doctors!!

Very understanding and polite very good service there amazing

I highly recommend this establishment. It was THE most effortless experience in getting an appointment and in meeting the Dr, whom was very friendly and thorough. The staff was also very friendly and my husband and I… were literally in and out, in comparison to other places that couldn’t get us in for months and then once we finally had an appointment would make us wait over four hours at times with horrible service.. so overall, this clinic is definitely five stars all around!