Seton Mind Institute

Really great service from the physicians. People are right in that customer service in person (pre-COVID) is not always very nice but the treating doctors themselves are absolutely wonderful! Now, during COVID, the customer service over the phone is wonderful too. Worth giving it a chance for sure!

Attentive staff, both psychiatric and clerical make this an excellent mental healthcare provider.

The actual care I've received from Seton Mind Institute over the years has been very good, especially where the lack thereof in Austin is concerned. Despite it's progressive reputation in many areas, Austin is sadly lacking in a better pool of qualified mental health doctors and counselors.

All that said? The only real complaint I have about SMI is that the staffing in the telephone side can be very "catch as catch can." Obviously, you want the money going into the doctors and interns themselves, and not the front desk only. But without timely interaction via the front desk for appointments, medicine refills, etc.? This can be compromised.

Still, I've received no better treatment in Austin, and recommend the doctors and staff. Management of the SMI simply needs better, more thoroughly professional upgrades and likely a better rotation of staff. I'm empathetic, but hope they can improve this aspect in time.

My resident Dr. Masuda is great - being closer in age is actually an advantage for us because it makes her more in tune with my issues as a 29 year old - a very attentive listener and positive source of care in my life, but lord have I struggled to get through on the phones. I have counted at least five or six times where I've left multiple messages to try and get an appointment rescheduled or get back into care after a continuity gap, and never heard back.

Sometimes I would call every thirty or forty five minutes for a day and never actually get to speak to someone. I understand the limitations of budget and residency compliance and all that jazz, but a better follow up system or staffing situation for inbound inquiries has got to happen. How does a patient leave four voicemails in a week and never get a call back? I could understand if this happened literally once, but the fact that this has happened every quarter for the last year leaves me baffled.

I will keep coming here because my care experience itself has been great (and the mental health provider shortage in Austin is absolutely terrifying), but I'm leaving this comment in hopes that management can figure out a solution to this administrative problem.

I have been calling for 6 months to be seen. Each time, the person I spoke with a rude and told me to call back. In August I was told to call back "in like a month because you know, covid". Seemed unprofessional, but these are weird times. I called back in September and was told they won't accept new patients until October, so I'd need to call back. I called back in October and was told I needed a referral from my GP. So I paid $25 to get my GP to send one over. Called back a week later and was told they will not accept new patients until at least December. When I asked if my referral would still be good then I got even more attitude from the already rude person answering the phone. After curtly saying I am on a waiting list she asked '"Well is there anything else?!"
I cannot speak to the doctors on staff since thier gatekeepers have successfully kept me away, but I can tell you that this is not the way to treat psychiatry patients. If I was less stable, this process would have really set me off.

Before you become involved in services here be aware that SMI is a revolving door of doctors in training. When your psychopharmacologist finishes his/her residency you will be switched to another one who doesn’t know you and you start over explaining everything. This happened to me three times while I tried to figure out the right medication and I finally started seeing my PCP for medication. She knows me very well and I can depend on her. When your psychiatrist from whom you’re getting therapy finishes his/her residency you will be left hanging as I was. No referral, no accommodations are there to help you transition to a new therapist. SMI is set up for the comfort and function of the doctors in training. The patients are a training tool, nothing more. Ask questions before you begin, I wish I had.

Impossible to contact this location. Why send me a letter I have to sign for when it’s not possible to call in. I have a job, I’ll never reach that letter in time. Unable to create a login as well. Every single day throughout the day the “lines are full”. Can’t even leave a voicemail. Numbers that to go through just disconnect and don’t take you anywhere. I’m tracking my attempts, expect legal action if you trying to bill me for something and make it impossible to contact you. Also in my experience, if you give the smallest amount of pushback (even if you remind kind) you’ll basically get told to kick rocks and get a second opinion. So be prepared to get medication you don’t need pushed on you. I’ll make it my mission to make sure people don’t give you additional business.

Been out of my anxiety medication for a week and no calls back. Been trying to contact them for a week with no one returning my calls. My therapist has been trying to contact them as well with no one replying. No one should be going this long without their medication because an office doesn't seem to know how to pick up the phone

Since this is literally the ONLY way I get taken seriously...here it goes. First off, most of the doctors are residents which means, I get a new one every couple of years. My newest doctor has been the worst!! Let's just say I had to do this exact same thing months ago in order to get my complaints noticed. I have had the same complaints for a year starting when I developed an extreme stutter due to anxiety. My PCP prescribed me an extremely mild anxiety med which didn't work. The first time I saw my doctor, I told him that. What does he do? He gives me more!! This anxiety med is not a narcotic nor benzodiazepine. If you do a little bit of research, it is typically prescribed as an ANTIHISTAMINE. Definitely not something someone with bipolar, GAD, and ADHD would see any progress with. Every single time I went back to him, I kept telling him that it doesn't work (I could take 15 of them and it would have zero affect). He did not listen. For a year, I have bouts of insomnia (which requires multiple over the counter sedatives to fix the next day) and extreme anxiety to the point that I am honestly scared that I'm going to have a heart attack. I don't remember the last day that I didn't have a panic attack (which I could not control with the meds I was given). I have told him over and over for a year. When I ask to talk to his supervisor, my doctor always calls me NOT his superior. I have also found out that they have started to screen my calls. I haven't talked to an actual human (receptionist) in I don't know how long. I'm sick of feeling this way. I'm sick of the random stuttering, the muscle spasms, and the feeling like I'm going to die 24/7. I just want someone to actually listen to me. I have run into that problem with every aspect of seton; not just my doctors office. I'm not stupid. I have been seeing psychologists for 95% of my life. I don't like feeling this way. I want to feel better. Just freaking help me.

Please don't go here. I left feeling worse EVERYTIME I went. This place has negative affected my finances and my health and therefore cannot provide me with any semblance of benefits. Please avoid this entire healthcare chain unless you want to be talked into suicide. Mental healthcare availability is pathetic in this country and it's being propagated by institutions such as thses. I imagine the Nazi's guarding Auschwitz felt more pride in their work than these folk. Truly abhorrent to masquerade as someone or something which provides care when you do nothing of the sort. I'd be very curious to know how many of their patients have committed suicide despite receiving 'treatment'. Avoid like the plague!!

Please do NOT seek treatment at this facility. Get help somewhere else. The Texas Medical Board will be contacted. Thank you!