New Roads Behavioral Health – Provo

I would give this a zero star if I could I came the end of may and got out a couple weeks ago it felt like jail the case managers and staffs didn’t care about the clients they cared more about their own personal stuff… would scroll on tick tock and be o. Their phones doing their own personal stuff I got out a couple weeks ago and am doing out patients which is no better they don’t give you credit for attending groups like they are supposed to and they don’t even really teach how to properly use each skill I would not recommend this place to anyone

I would give 0 stars if I could. DO NOT send your child here! my kid was here 06-07/2026. They were there for a mental health issue, NOT for the opioid addiction. There was an incident, and their case manager said "If… you abuse it, you lose it", and proceeded to quickly taper them off Suboxone, which brought on withdrawal. Opiate withdrawal is HELL and must be closely monitored by trained medical staff, not these clowns. My kid begged for help from the psychiatrist who refused to stop the taper. My kid was sick and vomiting, and could not get out of bed. The case manager (we will call her S) got SPECIAL permission to throw cold water in her face to get her out of bed. Yep, that is correct, and there is a witness to this. My kid was treated like a prisoner, and they refused to let them call me. After a few days of this, my kid left against medical advice and was on the streets of Provo without any resources. did New Roads notify family? Of course not! Again, since when do staff punish a patient by taking away vital medication? A refund and an apology is in order, Eric!!!

I noticed negative reviews here, and felt compelled to share my own experience because it has been different. I also think it’s worth noting that many of these negative reviews come from people who left treatment early.… Those experiences are absolutely valid, however they do not reflect what it’s like to move through the entire program and experience the full process. things often feel hardest before getting better. To preface this, my journey at New Roads has been anything but easy (for me or staff). When working through years of pain, fear, and maladaptive behaviors, emotions can be really overwhelming, and it’s easy to direct those feelings toward the treatment process itself. There were many moments pushed me FAR past my comfort zone and forced me to confront parts of myself I had been trying to avoid. I realize now that those moments weren’t signs that treatment wasn’t working, they were evidence that it was. I just wasn’t able to see that until after I graduated from the residential program. Before coming to New Roads, I had been to several different treatment centers. I always left feeling like another patient rather than an individual. I never felt understood and I struggled that anyone genuinely cared. By the time I arrived at New Roads in May 2024, I was emotionally done, impacted by trauma, and had almost no hope that this place would be any different. I felt so broken, misunderstood, and convinced i was beyond help. I honestly came to treatment because it was the box I was supposed to check, not because I believed it could actually help. I definitely wasn’t expecting healing. However, I found something I had never fully experienced before: people who truly cared. The staff (mostly) saw me as a person first, not a diagnosis or a presentation of symptoms. They held me accountable when needed and yet still showed compassion. There were days I wanted to leave and did. There were days i questioned the process and did, and times I caught myself directing my frustration with recovery toward the people who were trying to help me. I can see that those reactions were part of healing, not proof that treatment was failing. The support I received when it felt nearly impossible, gave me courage to keep going. Today, I can honestly say that choosing New Roads was one of the most rewarding decisions. It gave me way more than skills or a break from my struggles. It gave me hope, confidence, and the belief that I could build a life worth living. No treatment center is perfect, and everyone’s experience will be different. I don’t want to diminish anyone else’s story, because every person’s experience is real and deserves to be heard. At the same time, I think it’s equally important for people considering treatment to know that positive experiences exist too. New Roads changed the trajectory of my life and I will always be grateful for that.

I went to this place in feb-oct in 2023. It was not good at all. I had a therapist who I was assigned to. She broke my hippa. Told my parents about my name change. She also thought that eating disorders and ocd were the… same thing. Which they definitely are not. She had done other things too. I went to their transitional program (similar to php) I was there for a minute. The mentors in Php are better than residential. I will give them credit for that. The trans program was similar set up as residential. Still had phases and still had to be voted up by peers. I was trying to get up to the first phase. And a couple peers didn’t like me so I got blocked. And the staff didn’t do anything about it. There was no valid reason why I shouldn’t have gotten voted up. I was also being bullied once again staff didn’t do anything about it. Those people who didn’t like me finally graduated out. But the damage had been done. I ended up getting discharged from the program because I had attempted to many times. My therapist said “we don’t know what to do with you anymore” apparently they felt like they couldn’t help me anymore. So I got moved back to residential and then i got moved to a different program.

I'm not sure how to explain it. It feels like a jail where they baby you with unlimited cigs and good food. Its not fun to wake up to a large man in the shared bathroom shitting at 4am. Yet, the court yard and people… you meet are mostly good. Get a watch before you go so you can be on time for the many groups and an MP3 radio so you have something to do.

I entered this program after being told they could support my anxiety around confinement and provide medication if needed. I was also told I would have access to vape products, safe foods for eating disorder recovery,… AA meetings, and the ability to use a phone to contact my interventionist. In practice, several of these expectations were not met. It took approximately two weeks for me to receive my sleep medication, and night staff were not consistently aware of my insomnia, which made it very difficult to function. I was also not able to attend AA meetings or access the level of support I was told would be available. The most concerning issue for me was being denied phone access when I felt I needed to contact my interventionist for support. At that point, after trying to push myself to stay despite significant distress, I chose to leave AMA. Special shot out to AJ, Roxane, Bri, and Teya I understand that treatment settings have rules and limitations, but clearer communication upfront about what is and isn’t available would have made a significant difference. I hope this feedback helps improve transparency and support for future patients.

I don’t even know why I give this place the time of day. This place is horrendous. I swear I came out with more problems. The staff don’t care. They teach dbt here a you literally can look up the skills online. The drs… put you on meds or try to rip you off meds quick it’s not safe. Staff are too young and uneducated to be working here. I had a staff curse and yell at me when I got frustrated because I was going through withdrawal. That’s not appropriate behavior when you’re a staff. And when I wanted to leave ama, they didn’t care if my phone was charged or not, they also didn’t care if I lost my job or not. Mental health is more than just mental stability , it’s stability in all aspects of life. This place cares about money and that’s all. The staff chill on their phones in the office majority of the time. I can think of 2 staff that actually cared and took the time to listen to me and be there for me. This place is no good. Read all the other negative reviews… it’s all true

New roads is a scam. They are illegally ran and never helped me. The therapists are not good either. I got worse in their care and eventually got kicked out for going into psychosis. I do NOT recommend this program for… your loved one. The staff are rude and will talk behind clients backs at any little thing they do. They kick people to the streets and leave them for homelessness. Please look into another program for residential treatment care. I warn you this place will leave you with more trauma then you came in with.

New roads is an amazing program. I received so much help & healing Even just in the few months I attended IOP there. More so than I was ever able to obtain at any of my other programs. My therapist was absolutely… amazing, and they all worked extremely hard to make sure I had everything I needed. The Dr's and all the staff are very kind and knowledgeable. They genuinely want to help people who are struggling. It's a different kind of program in its very own special way and I greatly recommend it to anyone struggling. The staff is great about helping you navigate your way so you are able to receive the most beneficial treatment for yourself. I encourage you not to hesitate to call. That phone call may be all that's standing between you & a healthy, happy future. Beth Sherman

I've attended this place twice in my life. Once in 2021 and again in 2023. First: They are SEVERELY understaffed, and according to said staff: they are paid minimum wage accept for admin. Second: they treat all patients… like garbage. Especially if you're chronically ill or physically disabled. I personally have seizures and while I was there had a couple of seizures, same with others. The staff would always brush it off as "fake" or "psychosomatic". The first time I was there I dislocated my elbow on an outing and I needed an ambulance(I couldn't move because of the pain), but the staff tried pressuring me into going in the van(to which I most likely would've been neglected for a while after based on previous behavior). I also have gastric dismotility to which my therapist convinced me was actually an eating disorder. Also I get hives to which I take Benadryl to solve(because it's an antihistamine), and the staff member who was in place of the nurse handing out meds(she wasn't even a CNA)told me that "Benadryl doesn't help hives." And it wasn't just me, my roommate was actively malnourished from gut dismotility and they refused to take her seriously. I don't know what happened to her but I hope she's okay. Third: staff never got in-between fights and arguments. I was verbally assaulted by another patient(which made me feel very unsafe), and when I reported it to staff they told me that "you just need to work it out". I wasn't the only one who was told this either. Luckily for me I was able to fawn my way out but there were two other girls who(because of staff negligence), one physically attacked the other girl. Only then was something done about it. Fourth: There's a hierarchy. Yeah because putting 50+ codependent people in a hierarchy is going to solve problems. Often to get certain "privileges" your peers had to vote you up a level, which doesn't really work well when half the people there have a bias against the other half. All it taught me was to bend to my peers will, which got me out of there but uh caused a lot of trauma. Fifth: Free labor. New roads are cheap skates. First off there are only about one staff per sixteen clients. Also there's no janitorial and all the patients are meant to do chores. They say it'll prepare us for the real world, but um this is an 18y/o+ facility focused on healing from the real world. It feels cheap and was often dangerous because none of us really should've been handling those chemicals. All in all: don't send your loved one here, it's abusive, traumatic, and will end you worse off then beforehand. This place really shouldn't be running. There's a lot more I'd love to add but this is getting pretty long. Anyway, I'll be back when my review gets taken down again. I won't shut up until this place is shut down.

Would not recommend to anyone with BPD. Their program is built on manipulation tactics and their model of a community run program is just an excuse to hire less people. My codependency was reinforced and physical… medical needs disregarded. I saw patients repeatedly ignored when in physical pain, for example a seizure lasted over 5 minutes with no ambulance called and a patient dislocated their elbow, that they refused to treat or take patient to urgent care. Was told I would meet with a psychiatric professional once a week, untrue, had to request to meet with the provider and was denied care three weeks in a row due to “scheduling issues.” I believe in DBT, and if you do too you would not send your loved one to New Roads, they do not practice what they preach.

Avoid this place!!! I came here voluntarily in March of this year, hoping to get help. Unfortunately, my experience was extremely disappointing. First, their program has a strange hierarchical system where other… patients have to “approve” your progress before you can “graduate.” This felt unhealthy and unprofessional, especially for people who are already struggling. One of the lead social workers had a terrible attitude and showed no empathy toward suffering clients. Instead of support, I often felt dismissed and looked down on. When I decided to leave after a few days, I repeatedly asked staff to help me arrange a ride before discharge. They refused to let me do so and kicked me out in the cold, pouring rain with only my phone and luggage. I had to wait outside for over an hour until someone could finally pick me up. For the extremely high cost of this facility, you would expect better treatment and care. The conditions were poor, and they even make residents do the cleaning themselves to save money. Overall, this was one of the most distressing experiences I’ve ever had. Please think twice before coming here.

New Roads Behavioral Health's admissions staff lied about their therapists' specialties, having a psychiatrist for clients, and having access to Alcoholics Anonymous meetings. They gave me a therapist who wouldn't use… the official DSM-5 name of my disorder while treating me, even when corrected multiple times, and could not answer my questions about my diagnosis. While I was there, multiple people left early because they were unable to access adequate medical care. If you need to go to the ER, they will send you without your phone, won't call your family members, and likely leave you alone because they need staff back at the facility. If you need a specialist over 20 minutes away, no, you don't. If you need meds (including PRNS) after midnight, good luck. You probably won't receive them even if you've previously discussed this with the medical staff and they've put the medications in the main office. Grave staff do not care. With DBT, they claim to believe that "all clients can get better" and "everyone is doing the best they can at every possible moment," while treating clients like they're constantly trying to be the worst people in the world. When asked why they treat people like this, they remind us that the real world isn't kind, so they were trying to prepare us for that. The swing staff is often in the office loudly scrolling Instagram, even if clients ask them to close the door or turn down the volume. They're supposed to lead multiple daily group activities, but often ignore the schedule or randomly decide to follow it, and then get mad at clients for not being ready to follow the afternoon schedule we adhere to, which we only follow once every couple of weeks. Various people I spoke to mentioned never having smoked or vaped before going, then gaining a nicotine addiction while in treatment, because most people (including staff) use/share cigarettes and vapes. My first couple of weeks there, I didn't realize I wasn't allowed to go outside the exterior facility doors unsupervised. I did so multiple times without any staff noticing. Eventually, another peer told me I could get in trouble with that. If I'm not supposed to go outside, don't prop the doors open unsupervised (even if staff needs their smoke break). One staff member would bring her children (2 under the age of 10) into the facility frequently to get them snacks or have them follow her around, which doesn't seem super appropriate for a mental health facility. There's also no janitorial staff; that's a minor issue. Clients had daily chores, but I could tell that many of them had not been done thoroughly or frequently. Get some actual staff—at least once a week.

Do not send your family member or loved one here if they need support in any way. If they are too depressed or anxious to ask for help or don't already know exactly what will help, most staff will abandon them with no… regard for their happiness or safety. For someone more outgoing and forceful, this program could be helpful, but they treat all patients as prisoners and like they should do what they are told without question or be punished for struggling too much. There is a fundamental misunderstanding here of how to support the most vulnerable people to get to the point where they can advocate for themselves. A one-size-fits-all approach ignores the individual problems we face, and makes it seem like they value profits over genuinely helping people. Someone is going to end up killing themselves due to this facility, if they haven't already, and they'll blame the patient for not trying hard enough. I sincerely hope they learn to disclose how the program works in more detail before patients are trapped in this abusive money pit, doomed to only succeed in spite of this deeply flawed facility. I attempted to address their treatment of my wife with the director himself, but he called this a "difference in perspective." My perspective is that adding guilt and reinforcing trauma does not assist in any way with depression, but leave it to someone making money off of those in the most need to act like they know better than anyone else. Hopefully those this program helps graduate soon, and it gets shut down so they can finally stop hurting those who need help.

My LO never had the opportunity to receive treatment here, but I can't say enough good things about Natalia who works at intake. My son was arrested due to his mental illness. In a frustrating system, Natalia was a… shining light who worked hard to help my son get treatment instead of prison. She wrote multiple letters to the judge, New Roads came out and did assessments and validated my questions and concerns. If the actual facility listens and cares like she did, I am sure the place would be amazing. It came highly recommended to me from various parents whose loved one's were able to recover, thanks to New Roads. I truly wish my son could have received the help that he needs from a place like this. Unfortunately, our country still has a long way to go in the criminalization of those suffering with a serious mental illness. Thanks New Roads for all that you tried to do and especially Natalia.

Nice app

Good

The receptionist, Michelle, was rude and hung up just for asking clarifying questions on visiting policy.

saved my life twice, new roads provided me an environment to WORK my program. staff is amazing and understanding. it only works if you put in the WORK. new roads gave me that opportunity.

My wife was wrongfully diagnosed and abused at this facility. Family involvement and education was also poorly managed. Many times I could not connect with my wife when needed and was not notified promptly when she was… taken to the ER, because of medical staff neglect of her need for Salts prescribed by her cardiologist because of her Potts diagnosis. There are several other dishonest, abusive, poor practices,staff protection and organization at this facility. Would not recommend taking your loved one here.

Would never recommend this facility to anyone looking to heal PTSD anxiety depression or abuse. The psych provider swore at me and did not feel safe, which is the first priority to have in a counselor. I tried to ask… aka Dearman to o be placed with a different provider twice and they told me no, it was an exposure. So I played their game went to my appointments just to get out of the abusive situation . I ended up in the hospital ER because the med staff would not give me my salts/food needed to monitor my Potts diagnosis. They would not let me contact my family husband after this occured, and I had no idea if my family was notified. I saw clients being neglected and having seizures with no medical response. I saw a sweet autistic girl be bullied and run to her room telling I want to kill myself and no staff response. I was told I could not help her or even comfort her. The program DBT skills they teach thereI studied and began to use of which I'm grateful and it was great ly confusing to me when everyone there I clouding the director was saying use your skills and then after apnth my counselor said I could use no skills? I felt I needed a place for personal help,safety and healing and instead O was expected to help others heal which I love to do and the contrary was told dont rescue or aidtjose suffering. I also could only progress towards leaving based on the clients there of which they themselves were not in their righindor healed. I expected to e caredgir BTS professionals with professional care and compassion. My roommate had to have emergency care come in the middle of the night because she was diabetic and they wouldn't give her her insulin needs. We had to dearman for 10 min a day of exercise fresh air and sunshine in the morning. From the online pictures it is portrayed as a safe healing space and in reality it is run like a prison or what I imagine prison is like. In order for my insurance to cover I had to finish a program they developed which took me 3 months because I was in constant fight or flight with how I was treated and handled as well as how I saw other clients being treated..if I was to leave early AMA medical insurance would not cover. I suggest they find a more qualified professional medical staff. I've never been so poorly treated in my life and with 22 years with a medical condition, I've never been treated like I was there...little to no compassion except for the female psychologist and a few of the social workers there. I was put on more meds, because I believe I felt so unsafe my issues got worse when I was there. I was disturbed by a very unstable client one night that abused the night guard as I watched..I was able to calm down this client down and the next day with no sleep was told I could not have a nap time from medical staff. I will never recommend such a facility. I do feel compassion and sorry for some of the staff there as they are very good people with good intentions and hearts, however this facility needs to be audited and shut down. It is not a healing place, especially for those dealing with chronic illness and PTSD. I was wrongly diagnosed. I have a proper diagnosis now that I'm with I believe is a qualified psych Counselor who stated how they treated me was not ok.and they should be shut down. I am off all medication, have no sleep issues and have proper diagnosis cptsd of which this facility only compounded my struggle to heal. I will be forever grateful for my Savior that showed me how to heal and get home. I hope this helps others find other ways or a place that can help those who suffer with various medical mental and emotional imbalances. Thankyou to the dear kitchen staff my case manager and other workers there for trying to help me I hope in the future things can only improve these and other centers that are trying to help humanity heal. Blessings.

I’m really frustrated with this place. The family support wasn’t what they said that was going to be. They didn’t even have one family therapy session They messed up on meds at discharge when you try to solve a problem… they just tell you to email someone else. I feel the communication structure is really poor. It wasn’t all bad of course but I don’t feel Like they care very much About finding answers and making communication manageable.

A great treatment center!

I was at new roads two years ago and I haven’t really spoken about my time there. The person over the women and the person directly under her were awful to me. Same with my therapist. After my first emdr session, she… told me to call her if I was struggling. I called her that night with no answer. Staff told me I should keep trying until she picked up and use skills in between. When she came in after a few days she told me that I was losing my phone coaching privileges because I abused them. All I did was try to call her like she told me to. When I graduated, I ended up coming back after a week or so, and the same two supervisors were, again, absolutely awful to me. When I told one of them she intimidated me she yelled at me. One of them always called me “willful ally” because she said I didn’t want to do the work. I decided to leave ama one night because I had had enough and they wouldn’t give me my phone and wouldn’t let me call my husband. I ended up on the streets of Provo late at night with my suitcase and no phone, not having a way to contact my husband. Little did I know they had called him and he came and picked me up. They didn’t even give me the courtesy to tell me they’d call him.

DO NOT attend this facility. I gained NEW TRAUMA here, rather than healing from old issues. Over the course of my two week stay here, I was lied to by staff members multiple times, had staff members make up and spread… information about my situation that was not true, was belittled by one of the directors, etc. I ended up leaving against medical advice because my condition was only worsening while I was there. Upon my departure, I was explaining to my friends there that I had found a treatment center closer to home and would be continuing there, and the staff member that was seeing me out cut me off and rudely/harshly said "don't lie to them". It was not a lie. It was true. Staff members do not seem to care about the well-being of clients. One time, a girl was having a severe crisis and I tried to get a staff member to go help her. They refused, attempting to "challenge her" to make her way to their office, even though they could see her struggling on the cameras. I eventually helped her make it to the office, but they refused to come outside, even when the situation severely escalated. They only came out after I was pounding on the door and begging them to, as things outside had worsened. I will not go into details, but someone's life was in real danger. The staff could see the situation on the cameras, but did not come outside. The situation ended in them sending the girl off to her room and yelling at her for lashing out, even though she was in the midst of a crisis. I have more stories like this. During my stay here, there was also a significant issue with stealing. We did not have locks on our doors for obvious reasons, and sometimes people stayed behind while the rest of the group went on outings. People's food and possessions would go missing. Eventually, the staff, as well as other clients, found out who was doing it, yet there was not enough action taken to prevent this from continuing. It was a scary and unsafe environment to be in at times. In conclusion, this facility is one I suggest staying far away from. They refuse to deal with staff members' inappropriate behavior, make up stories about clients, and have no issue with belittling their clients in harmful ways. I had an awful experience and DEVELOPED NEW AND SIGNIFICANT TRAUMA FROM THIS PLACE that I have still not healed from, even over a full year later.

My wife was having struggles and had to go here. She had an emergency and was in the worst pain of her life. After having to insist over and over they finally drove her in an employees vehicle to a hospital and dropped… her off at an emergency room. They never gave her her phone or items to be able to contact me. She was diagnosed with cancer and had to have an emergency tumor removal that night. She had to find a phone at the hospital and inform me to make the 1.5 hour drive down to her. I NEVER received a call from the facility telling me my wife had been hospitalized! I have called several times over the past year to get in contact with the manager and have never had my calls returned. To add insult to injury they never returned the money they took from her wallet when she was admitted. Do you care about your loved ones? Think twice about sending them here