ComplaintsforTouchstone Neurodevelopmental Center, LLC

• Initial Complaint

  07/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Touchstone was recommended by our pediatrician to evaluate and treat one of my children for previous diagnoses. The providers initially seemed competent and concerned. ********************** described at length how she used to work at *************************, but decided to start her own practice so that she could provide more personalized and continuous care to her patients. I paid their discounted rate of $3599.75 for evaluation (up front and out of pocket, as is their policy) and my child underwent their fairly thorough evaluations on June 5 and June 14, 2024. They confirmed the diagnoses we already had, and recommended individual therapy. However, they then informed us that they do not actually provide any sort of therapy, and cannot even recommend individual therapists. Their advice was to search the Psychology Today website for a therapist. Obviously, we were already familiar with the concept of searching the web, and would never have paid $3599.75 for this suggestion. The description of their practice provided on their website and the verbal description they provided in their introductory in-person session were extremely deceptive.

  Business response

  07/29/2024

  To whom it may concern,

  
  Thank you for informing us that a complaint was filed in regard to services rendered by our practice. Although privacy regulations prevent us from discussing specific details and revealing protected health information, we would like to share the following about our practice.

  
  Services advertised and provided to families include comprehensive neuropsychological evaluation. The purpose of the testing is largely for diagnostic clarification. Sometimes we confirm diagnoses, sometimes we remove previous diagnoses, sometimes we add new diagnoses. Always, we provide recommendations to address areas of concern. When therapy is recommended, families are provided with suggestions on how to find a therapist. 

  
  We have a therapist in our practice with current availability for children evaluated in our center. Families willing to travel to our office, and use their out-of-network benefits or pay out of pocket, are offered a consultation call with this clinician to determine whether this is a good therapeutic fit. There is no suggestion on our website or elsewhere that this provider is contracted with insurance. 
  We are not, nor do we claim to be, a therapy referral service. We cannot not possibly be expected to have knowledge of therapists in every town, that take every insurance, and are good matches for every child/family. There is a mental health crisis in this country. If we could provide therapy, paid for by insurance, to all children who come through our doors, we would love to do so. The current insurance climate does not make this possible. 

  
  Our practice offers a 15% discount for same-day, prompt payment of neuropsychological evaluations. All families are advised of the full and prompt-payment cost prior to scheduling any appointments, and the prices confirmed in writing after scheduling. Should they not choose the prompt-pay discount option, a payment plan schedule is arranged individually with each family.
  Our rates for neuropsychological testing are comparable or lower than most other similar practices. For reference, the cost of a comprehensive neuropsychological evaluation at NESCA is $5800-$6800. Many places do not publish their rates, suggesting they are even higher than ours. Our rates are disclosed in full prior to scheduling an appointment and well within-market.
  

   

  We are extremely invested in maintaining a high quality clinical setting with integrity and transparency. To that end, and despite our reservations, we have consulted with our legal representation. We respectfully request that this complaint be closed, without any indication available to the public that it was made. 
  

   

   

  Please dont hesitate to contact us directly with any further questions. We look forward to resolving this matter.
  
  
  
  Sincerely,
  ******************************* MD, FAAP, ************************************ **** ********************* ************************* ***** ****** *********
  
  

  
  

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