Volunteer Behavioral Health – Gallatin

The management seemed all sorts of messed up. I was told a case manager would reach out via phone call the same day I did my intake, and they never did. Waited for the weekend to pass, called a few days into the next… week, no case manager available. Ok. I waited for about another two weeks, and made a total of two phone calls in an attempt to get in contact with a CM, so that I could schedule therapy. Weeks after my intake, I still never get a call from a case manager to schedule anything, but I do get a text message from a random lady, informing me that I have a therapy appointment via phone that I never agreed to, or was made aware of before the confirmation? Not even an, “does this time/date work for you?” Hadn’t talked to a CM at all either even up til this point after waiting for weeks. So I’m like whatever. I’ll take what I can get right? When it’s about ten minutes past the appointment time, I check my phone and the only call I had received that day was an hour prior, from a random phone number that didn’t share the area code of the provider. Never received any other calls, so I’m not sure if I even received an attempt at reaching me, for an appointment I was never informed/asked about. I don’t know if this program is experiencing the worst management ever, or what. For services as sensitive as therapy and mental health providing, it’s already extremely difficult to reach out in the first place. The way this place is ran, is extremely hostile to any potential clients. These professionals work in an environment where prioritizing communication and comfort should be the biggest consideration for clients, and I was not met with any of that. I have received mental health providing via medication and therapy through them before a couple years back, and didn’t remember having any of these issues. I’ve also received care from many, MANY other providers, and never experienced an inconsiderate, inconsistent attempt at care like this. I ended up just texting them to not contact me anymore, as their quality of care should not be acceptable from any mental health providers. When a client deems it’s preferable to cut off FREE therapy and resources in America, something is very clearly wrong with the way that program is doing things. Absolutely ridiculous and unacceptable. Unless you’re extremely desperate for a provider who offers free services, please look into other options before deciding on this place. Completely ridiculous. The only good experience I had with this place was my intake lady Paige. She was a doll. Other than that? I get better care from indulging in basic self regulation tools. Something needs to change asap.

I recently moved to Gallatin and had difficulty finding a new provider in the area that’s when I stumbled upon this clinic. The staff was very helpful and understanding.

I highly recommend that you not even look into seeing any provider with this organization. I had an extremely distressing experience at this clinic. After a routine drug screen produced a questionable result, I was… immediately cut off from a long-term prescribed medication that I rely on to function in daily life. I asked for a confirmatory lab test — the type of test that is considered standard in situations where false positives are common — and the provider refused. I then asked for a blood test, and that was also refused. When I requested that my chart accurately reflect what happened, including my request for confirmation and their refusal, I was told they would not document it. I escalated the issue to the Director, who also declined to help or to follow any reasonable steps to clarify the test result. Instead, I was abruptly taken off my medication with no tapering, no safety planning, and no concern for the withdrawal symptoms I immediately began experiencing. This left me unable to work, unable to function normally, and trying to cope on my own. In my opinion, this was handled in an irresponsible and unsafe manner. Patients deserve proper follow-up testing, accurate documentation, and evidence-based care — not abrupt discontinuation and refusal to investigate a likely error. A complaint with the state is now being filed and I have turned this over to my attorney for the wrongful way this was handled. I am sharing my experience to warn others and to encourage people to ask questions and advocate for themselves. What happened to me should not happen to anyone. Even their own providers have said to me numerous times that stopping a long term medication can be deadly. Shame on you for not doing the right thing.

My Son and I went to the Hendersonville office for over 10 years, and they were great. But since that location closed I feel like they have lost all compassion and helpfulness as it feels like an inconvenience every 3… months when I need an appointment. If I really need something, I have to begin calling 2 weeks in advance be cause thats how long it takes them to get around to helping you. Most of the time they forward you to a voicemail and they rarely (almost never) call you back, so you have to keep calling and they make you feel like you are bothering them. A while back they stopped taking my insurance and never told me until the bill reached $400 plus. For a while they took payments, but this week they said I had to pay the full amount to get another appointment. I told them I could pay half the amount and more each week. They said no, so now they will get nothing, and I will never go back. I am making it a mission to warn anyone I can to stay away from this place. There are other options. Go somewhere that cares. This place needs to be investigated and shut down

Things were going great until they closed their Hendersonville location. I waited 20 minutes for my phone appointment for my 10 year old today. Never heard from them so I called their office. When I called, it took… forever for someone to answer. Once I got someone on the phone, they began to tell me that they had canceled my appointment bc no one had answered when they tried to call me. I have zero missed calls and no voicemails either. My son and I had been sitting by my phone for 30 minutes with no call. Now I have to see if someone actually attempts to call us this afternoon after I confirmed our appointment through text messages several days ago. I hope this is not what it’s going to continue to be like from here on out. We had a great thing going for several years at the Hendersonville office. This is a huge disappointment from the Gallatin office.

They are a joke. No one is ever in the office to see you. They play around with your medication I would find Somewhere else to go to. They need to be put out of business I would give no star but that's not a Option

It seems since their recent changes they don't seem to care anymore and they lied & said I missed my appointment which i had specifically written on my calendar but said the appointment time was said to be 15minutes… earlier then redirected me to someone else to reschedule appointment but no answer I had to leave a voicemail but it's been almost 2 hours with no return phone call. I'm so tired of this incompetent staff!

I don’t even know what to say. The entire staff is so incompetent you question whether or not what you’re experiencing is actually reality. Anytime you have to deal with any staff member it feels like you’re in the… twilight zone. I have never experienced such incompetence from an entire office staff before. It’s truly unbelievable.

I highly recommend Cumberland Mental Health as your health care provider for your mental health needs or whatever type of services you're seeking help with. I myself have been a patient of Cumberland Mental Health for… quite some time.. years.. I started off going to the Hendersonville location yrs bk when I lived out that way,, which I also have nothing but great things to say about that location as well. I've also been to the Gallatin location. Their staff is amazing!! Always SO fiendly, informative, helpful, & there to greet you with a smile as you walk in... There's nothing worse then going into a Dr.s office (where post people would rather go/be anywhere else but the doctors.. lol) & not being greeted at all, or being given the stare down face that gives the look of the ole "Who are you? Why are you here? What do you want..?!" kinda face... lol!🙃 Ugh that's the worst! No worries for that when you walk into any of the Cumberland Mental Health offices! I can assure you of that!😉 Front desk staff are always so sweet, helpful, & get you checked in in a timely organized fashion.. No chaos, confusion , or waiting to be seen for hours past your appointment time.. I can say in all honesty I've never had to wait longer then 10 to 15mins at the most to be called back. That's a huge deal for us mommy's, working moms (& dads), or all humans in general.. We all have things to do, & places to be.. So sitting in a doctor's office waiting room is never ideal for anyone. At the same time, things do happen & I always understand when a Dr. or therapist is running behind one day or overflowed with patients/appts.. I get it. They're doing their jobs & they're doing it to the best of their ability to help all of us. So for me personally. So to wrap this up... I personally love Cumberland Mental Health & all their staff. Not just my provider... the secatorial ladies, the nurse, the therapist/case workers who never fail to always take a few minutes to tlk with me, ask me if I'm doing well, or if I need anything! Not only in the office, but they call periodically through the month to check up on me and that's so important and kind in my opinion!😉 They're a solid 5 star doctor's office in my book! 😉👍 ⭐⭐⭐⭐⭐

I have been to several different mental health facilities and this by far is the best. One of the office worker came and personally apologize because everything was taking so long. Which I told them was okay because I… understood. Because they are honestly doing their best to get everything done. They have so many task to do and they are handling it very professionally.

Gallatin and Hendersonville is slow. No point in making an appointment because you will wait over an hour to be seen.

I have nothing but good things to say about this operation. The staff is always courteous and kind, very flexible with scheduling, and the case workers really do their jobs by finding you the best care options for your… budget, insured or not, which I am not. When I arrived in TN last year I was technically unemployed and homeless for the most part. They have managed my medications, provided CBT ( cognitive behavioral therapy) bi-weekly, and arranged for UBER/Lyft rides to get me to and from scheduled appointments. I am very grateful for the entire staff and establishment. Thank you for all of your help!

I have been coming here since 2011. They saved my life. Great staff, very understanding and patient.

There is one there that is a very rude & a non caring person. A nurse. And its not Lois or Shellys nurse.She belittles you and doesnt give messages to the nurse that wasnt available at that time.She knows who SHE is… .Its a shame the rest of the staff have to work around her.There is always THE ONE nobody likes... 👎

I have not been a patient here, but staff was very helpful to me.

The office staff should be updated soon. My son had an appointment that they never put in their books. We waited 40 minutes then they blamed the therapist for running late. He had blood tests in Dec 2016 that were never… entered in his records in July of 2017. They blamed the Hospital. When I told them what I thought of their office skills they asked me if I ever made mistakes, I am not a paid employee I am a very upset mother who has other appointments, if you can't do your job someone else would love it Vera. Sincerely, Melanie

I love dr. Luis other staff is ok.

The doctors are ok, just hope one doesn't call out bc then you have to reschedule your appointment 5 different times. The staff are incompetent. They barely know how to take a debit card payment. They never return phone… calls, you talk to them one day and the next day they have no recollection of the conversation at all. It has been two months since I contacted them about prescription assistance, in fact I called twice a day three days in a row, and I still haven't received a call back. That is why I found another facility as soon as i could. Unless you are court ordered to go there or just cant afford anywhere else bc you don't have insurance , stay away from this place. Just in case you didn't know, the Hendersonville location has the same incompetent staff working there as well... Just saying

Cumberland Mental Health is a very good place to go. It seems like people do truly care about their customers and that they remind you about your appointment. And they do truly try their hardest to help out as much as… they can. I extremely like this place. So much better than the other places I know of.