1000 Boulders Parkway Suite 202, Richmond
Fri 8:30AM - 5:30PM
2.3
★★☆☆☆
35 reviews
“15+ Year Long Patient Review
I have been a patient here for over fifteen years, starting under Dr. Walter Jennings. I want to be very clear that my concerns have never been with him or with his daughter, Kate Rae. Dr. Jennings treated me like a whole person, not just a patient. We bonded over food, joked around, talked about life, and he always checked in on how I was truly doing. His daughter, Kate Rae, has taken over beautifully warm, bubbly, easygoing, and genuinely committed to carrying on her father’s legacy. I appreciate them both and have nothing negative to say about their clinical care.
My concerns are specifically with the front desk, the aide, and the office manager. Some interactions with staff have felt dismissive, judgmental, and unprofessional, which is especially harmful in a psychiatric setting. When I called to ask about continuing my medication and a possible dose adjustment, the aide responded with attitude and made me feel like I was doing something wrong. She said “I don’t know what happened at your last appointment” in a sharp, sassy tone even though I follow my schedule consistently and come every three months exactly as my treatment plan has required for fifteen years.
The medication I was asking about was not even a high dose. My Vyvanse was only 10 mg, which is considered a pediatric level dose, especially compared to the 60 mg of Adderall I took responsibly for years. I had already taken myself off the stronger medication and was simply adjusting safely, which is normal when switching stimulants. Instead of understanding that, I felt judged as if I was drug seeking.
Another issue was being told I had not been seen since a previous date, even though I had just recently come in. My fiancé even remembered the appointment. Being asked to schedule and pay for another visit because of that error was frustrating, especially since my care has followed the same three-month pattern for fifteen years unless there was a medication change. It felt like my chart wasn’t checked thoroughly.
As someone who is neurodivergent and lives with ADHD,autism,dyslexia, and anxiety, interactions like this can be discouraging. People come to a psychiatric clinic because they are vulnerable and trying their best to manage their mental health. Staff members never know what a patient is carrying on their shoulders that day. Tone matters. A snarky or raised tone can genuinely hurt someone in an environment that is supposed to be supportive.
When I spoke with the office manager, the conversation became focused solely on technicalities, like the wording of “refill,” instead of trying to understand the situation. She insisted the staff was correct even though I receive three months of prescriptions every three months, which is how my treatment has always been structured. Yes, controlled substances technically cannot be “refilled,” but patients still use the word to mean “the next prescription in the ongoing series.” It should not have turned into an argument. Even after she said she would handle it internally, the conversation still did not feel supportive.
Again, I want to emphasize that the providers themselves are excellent. Dr. Jennings was like a friend, therapist, and psychiatrist all in one, and Kate Rae has been wonderful to work with. The issues are strictly with some front desk staff and communication style. In a psychiatric clinic, support needs to start from the very first phone call not only once the patient is sitting in the provider’s office.”
