Elite DNA Behavioral Health - Port Charlotte

"There’s a few good people within the practice but I’m telling you good luck getting your meds on time. The MAs are never available to answer the phone. The staff is completely overwhelmed by the patient load. As a mental health patient, it is very frustrating."

"What does customer service look like for individuals with mental illness? I will outline what I witnessed and my experience with a particular staff Member at Elite DNA at 3191 Harbour Blvd. After waiting for 25 minutes on the phone to connect with Dr. Arias’ assistant,”ROSE”. I was shocked by the way she answered my call. Her tone was aggressive, dogmatic, unsympathetic and very loud. I was in route to the location and wanted to see for myself if this person was really employed at this location and are allowed to speak to patients in this manner or it is a joke. I informed Rose to have the appointment card ready for me to pick up. Upon arriving to the location introduced my self and Rose spoke over me repetitively during the entire dialogue and made several reprimanding and demeaning statements to me. I immediately corrected her behavior by bringing to her actions her tone and lack of respect towards me is not acceptable and her behavior triggers my anxiety. I also brought her attention the delay in being seen for months and that the information documented in my chart was incorrect and needs to be corrected. While waiting to speak to office manager Bobby Jo in the lobby with waiting patients and arriving new patients, A male client approached the window to check in and Rose began to argue with the patient for over 10 minutes it was so uncomfortable to sit through it all and when the patient finally left after her barrage of verbal abuse for arriving 5 minute late, the patient stated that he informed the office prior with a call, which Rose confirmed, but still dismissed him and rescheduled him for a later appointment. She did not even establish or asked if the patient was having a crisis episode, she just totally dismissed him. I went outside to provide some comfort, reassurance, and support to the patient and returned back to the lobby waiting room. As a health care professional observing Rose’s interaction, I was uncomfortable with her patterned interaction of aggression and disrespect with the patients. I believe the time she took arguing with the patient for 10 minutes and delaying other patients waiting to check in, displayed unprofessional conduct and not a targeted customer service behavior. Sadly, Rose’s conduct does not model the service, goal or mission of Elite DNA and unfortunately she has tainted my experience and the overall image of Elite DNA. This was very disturbing to witness such uncouth, unrefined conduct by an employee in mental health. I did speak with Office Manager Bobby Jo who was professional and listened actively to my concerns and what I witnessed. I was promised that this is be addressed. Thank you Bobby Jo for your attentiveness in the matter. “A seemingly bad behavior of aggression is a like the flu if not address will emotionally and financially destroy your organization- C. P.”"

"Elite DNA employees, therapists and doctors always go out of their way to make you feel cared about. They answer questions and make sure you are informed with the knowledge to make decisions regarding your mental health. They have been an important part of my family’s journey to a mentally healthy way of life."

"From a therapy standpoint we have had a great experience! Amy Hale has always gone above and beyond for my child! She is so good with them and empathetic towards my child no matter how silly their feelings are. I have seen so much change in her for the better and I thank Amy for that. Not only helping them, but helping me navigate better ways to approach the situations with her during trying parenting times."

"The best behavior health place I have ever been to. The staff is very friendly and helpful and the Dr's truly listen and care about what is going on and how to help. My situation was a little unorthodox but my Dr understood my needs and helped me so much. I highly recommend Elite DNA"