Serenity Health - Ketamine and TMS Therapy Provider Louisville

"I received ketamine infusions for more than 2 years with Serenity . Kit and his staff were excellent until recently . Since they've gotten a new staff, they've billed me 3 times for money I didn't owe because I pay in full for each treatment . They corrected one " no show" charge but continued billing me for charges that my insurance didn't cover ? They don't accept insurance . I pay out of pocket . I asked them to correct the issue, and then suddenly, they asked for my medical records ( which wasn't required ever before). After trying to contact them for a week for a much needed appointment, they sent me a discharge letter . The reason is " discrepancies in my medical records." I suffer from chronic cancer related pain and disabling mental disorders . No matter what the so-called " discrepancies " are , I'm still a candidate for this treatment . Do not trust this facility!! I recommend Reclaim Health or Ketamine of Louisville . Both have actual psychiatrists on staff, whereas Serenity only has an anesthesiologist and a very incompetent staff ."

"I went through all of the trouble filling out their many pages of forms, and had an interview. then I never hear from them. A month later I called and never got a return call. I called again & was on hold 20 minutes.. I called a 3rd time & still got no answer. Very unprofessional! Danielle said she’d call me back."

"I did not feel at ease here. My first visit, a patient was having a meltdown over his paperwork. Instead of removing him to another room and try to de-escalate the situation (and not increase anxiety in other patients in the waiting room ) they just kept going back-and-forth with him and further escalating the situation. He had filled out all of his forms online, but they cared not, and told him just to fill them out again after him stating he had already done that three times. The nurse practitioner who although polite, seemed aloof and bored during my evaluation. She acted as though she was listening, but it seemed like she couldn’t wait to move on. I felt like a number. I was very nervous to get the TMS because they are using electro magnetic resonance technology to stimulate the brain. In my first TMS session the nurse practitioner was on her cell phone and talking to people in the doorway. I thought no one was paying attention while I was getting my brain zapped, and it was pretty scary. The next session was done without any introduction by the previous provider to a new person who ended up being very empathetic and making me feel at ease (Michelle) I found out only by asking, that this person was a medical assistant. After 7 treatments, I was in the waiting room to be called for my next treatment, and someone opened the door, and started calling someone else’s name, then walked out and looked at me as if I was dumb and told me to “come on. “ As I was walking back to the room, they asked me what my name was. Again highly unprofessional. Nothing makes you wonder if you were going to get the right treatment than someone calling you by the wrong name and then asking you who you are on the way back to the room. I was hesitant to let this person (Thelma) administer my treatment. The main reason was because I thought she was an office manager because I had seen her berating and bullying the front desk staff before. When I explained that I had anxiety, she responded that “everybody has anxiety, most people deal with stress, and most people have anxiety”. Wow! Way to gaslight somebody who has a history of PTSD and GAD. When I asked them what their title or training was so I could verify that we were both with the right person and so I could feel more at ease, she responded “ What? You don’t think I know what I’m doing? “ I have never dealt with this person or met them before so I’m not sure why they would think that I would just assume that I would they would know what they are doing when they already called me by the wrong name in the waiting room and appeared to be an office manager. While trying to explain my symptoms and disorders, it felt more like it was a competition with this person to see who had the most stress in their life. 0% empathy, compassion or professionalism. They must’ve realized how they sounded because when they were done, they said that they understood why I would feel nervous about having a new person messing with my brain. I appreciated the acknowledgment, but by then I already felt like I had made a huge mistake and was in the wrong hands for the treatment and care of my mental health issues. I should not have made the assumption before going in, that anyone in the office would have training and expertise in the field of mental health or any kind of sensitivity training in dealing with people who suffer from major depressive disorder, PTSD, or generalized anxiety disorder. I can only surmise their previous glowing reviews were from their previous office and possibly a previous office staff. I called Serenity to let them know I had a bad experience and the person that answered the phone said they would let the OM know. That was five weeks ago and I’ve heard nothing back. Update: A very empathetic man named Josh called me and apologized for my experience. He said because of my review they were making changes to policies and he assured me that even though he was newly in charge that no one else would go through what I did. I appreciate him taking time to make amends."

"I’ve been going to serenity for 3 years now. Kit is amazing but hires the wrong team. At first my team was phenomenal then something happened and everyone that worked for him quit their job. Now I was a victim of a new employee saying she wanted to take me home and gave me her number, asked me for money and clothes, then fell off the deep end and will not talk to me. I am finally leaving serenity because I don’t not feel like they are fit for my care."