Leave a Review Headspace Care (Ginger)
terrible customer support for the users that need it the most. shame.
Since the only form of contact you have available to you as a patient is the member support chat - there is 0 accountability with administrative mistakes since you don’t know who you’re speaking to on the customer support team. They made a terrible mistake by informing me that I ran out of sessions when they had just told me that I had plenty of sessions left and made me cancel all of my sessions with my therapist due to an administrator’s misunderstanding that took me weeks to figure out. I kept following up during that time mentioning that I should have access to my sessions but they denied all my access and left me with zero follow up for weeks. What a shame to have terrible customer support on a mental health app where people need support the most.Show lessdvstheworld
High Quality Services
I’ve had therapists and psychiatrists for years. This is my first time using those services virtually through an app. The people who work for Ginger are well trained and really know what they’re doing. Incredibly easy and intuitive app to use. They are prompt in helping get you started. The coaches, therapists, and psychiatrists are very professional and definitely know their stuff. (CBT, DBT, recognizing cognitive distortions, knowing medication that would be most beneficial etc) Cannot recommend this app and their variety of services highly enough.Show lessfunnyfunnytree
When I am Ready to Grow, This App Helps
I just submitted a review of my primary coach. Here is what I said:
Debra is helping me understand it is all right to be me. I wasn’t able to grow because I felt like I was a bad person. Why would I want to be bigger and more and stronger? That would just be more badness! Debra meets me where I am and accepts me and this helps me see I am a good person, not a bad one. I’m a good person who CAN learn new ways of thinking to improve my behavior and my relationships with others.
Debra’s acceptance of me where I am now is giving me a safe environment to reach beyond my old habits and do some growing. Among other things, I am becoming kinder to myself which is translating into my being kinder to others. The more I practice this, the healthier I am getting. It is not an overnight process but I am making progress.
I am very thankful that Debra is my primary coach. Thank you so much.Show lessMerryannm
service quality is highly variable, the app is very lackluster
Going on my second therapist. The first basically parroted everything I said back at me "oh it sounds like you are going through a hard time". Duh, I literally just wrote that it was a tough week. I'm scheduled for a new therapist next week. If it doesn't go well then I'm done with the app.
The app itself is missing many needed features like basic appointment reminders, calendar integration, web support to use a real keyboard, after visit summeries, etc.
It has potential but really needs to be flushed out with a better user interface and scheduling system.Show lessRogerATX
4 months and no therapist....yikes
From the little I experienced, this was pretty terrible. I didn’t even get to a therapist so that’s why I gave it two starts instead of one. I was referred by my doctor. Multiple messages and kept getting a “you’ll get a therapist soon” message. Then my dog died and I was struggling and messaged them again and said I need someone now.. got a message that they would “move me up the list”. Nothing for another two months... I get that therapists are in demand right now but don’t accept new people if you aren’t going to be able to help them. 4 months of waiting after asking for help while struggling mentally is a horrible feeling. Therapists might be good but I don’t know because I never got that far, no of my own choice. The initial process is less than 1 star. Oh, and my coach forgot about our meeting. Nothing like the feeling of being forgotten when you’re struggling. Yep, zero stars.Show lessHighley92
Developer Response
Hi there, We are very sorry you have not had a positive start to your time with Ginger. We would love to be able to help you get started with therapy, if you would like please reach out to the member support chat in your Ginger app and we would be happy to see if we have a therapist available. We hope to be able to turn your experience around, have a wonderful day!Game Changer for Mental Health Management
Ginger is really quite amazing. I’ve seen many therapists and psychiatrists throughout the years, and it has historically been nearly impossible to get the various mental health professionals helping you through tough times to communicate with each other and to work as a team to help you resolve issues. Ginger offers a platform where you can get all the help you need in one place, and where that information is shared between the various professionals easily. No repeating forms, re-explaining histories and issues, and disjointed care. The ability to talk with coaches who are on call when needed is an amazing perk! I’m so glad I decided to give Ginger a try when I saw that my health insurance plan had teamed up with them for mental health benefits. The check-in reminders do a great job of helping you see your progress along the way. I’m a fan!Show lessEndless hilarity
Developer Response
Hi there! Thank you so much for taking the time to leave your wonderful, 5-star review for Ginger! We are so glad to hear you are having such a positive experience with your care team and the app. If you are ever in need of any assistance, please do not hesitate to reach out to member support via your Ginger app. Have a wonderful day!Difficult - just all of it
First of all, it takes forever to get set up with the initial appointment. There are rarely any therapists available, so if you’re looking for someone to help you out quickly, this is not your place.
Secondly, the customer service representatives are hit or miss. I’ve had some nice ones, but others are snarky and will just straight up not do what they said they’re going to do. I had tried to book an appointment and had confirmed the date and time with customer service, and then they scheduled me for a different date that I had specifically said I could not attend. When I brought up the error to them, they told me the appointment we had originally agreed upon was filled and there was nothing they could do, so I’m having to wait an extra 3 weeks for my appointment because of Ginger’s mistake. If you ask them for a name so you can email about the incident, they refuse to provide it. Sloppy communication and poor customer service.
Lastly, the app has severe glitches. I was unable to view messages from support but was getting notifications that I had messages. Could not view them. Ended up having to delete the app and reinstall, then i was able to see the messages, but I had missed important, time-sensitive messages.
Lots of room for improvement, Ginger.Show less💎🤲💎
Coach taking a break during my session??
I’m not sure how I feel about this app yet. I scheduled a intro chat with a coach which is advertised to be 40 minutes long. Ten minutes into the scheduled time my coach said she is prepping to go on break and that we can either resume when she gets back or on another day....when I questioned this, she thanked me for allowing her to have a work/life balance. I am happy they get that but why was I assigned to a coach who was planning on taking a break during my scheduled session?????? The whole thing was weird and now I’m sitting here waiting for her to finish her break so I can get my coaching in....very bizzare and overall not the best first experience. I am skeptical and a little sourShow lessWho CDs
DO NOT USE (especially if you have insurance and need long form therapy)
I have had two major issues with this company: 1. They only offer short term therapy but do not make that clear on their advertising nor in their sessions. 2. They make the billing process extremely difficult.
The app is limited in that there is no record to find past visit documentation. They send you bills through a third party called Cleargage without ever sending a proper statement just expecting you to pay. They also waited to bill me until the very end so it came out as a large lump sum instead of after every session, hiding the true cost of the sessions in relation to my insurance coverage.
Additionally, I was informed that Ginger only provides a short term model of therapy which is typically only 12 sessions. This is a valid form of therapy and appropriate for some yet Ginger is not upfront about this practice. It is not advertised on their website nor when you are actually in sessions. I believe this could be very damaging to those needing further support and not prepared for it to abruptly end.
I wish I had read the other negative reviews of Ginger and not pursued therapy through this route. I completely regret it.Show less<3beatles
Major scheduling issues, can’t get an appointment
Summary: I have had 4 sessions canceled with no notice (once it was 15 minutes into my “session”) by two separate therapists. I have not been able to see anyone in 3 months.
I signed up through my insurance four months ago. The therapist I saw was great but she kept canceling sessions. She told me that she needed to lessen her client load (totally understandable) and would reassign me. She never started the process to reassign me. I reached out to support and followed up ever week for two months. They finally reassigned me only to be stood up by the first session and canceled on again for the rescheduled session.
I believe that the people or system scheduling the sessions are completely automated and do not check in with the therapist. It has been three months since I saw anyone and they have nothing new open to offer me.Show lessParkRKy
