Global Outreach Tele-Rehabilitation Services, Inc.

Actions were taken against Global by the VA vendor relations for their failings as a mental health institution and have had to be re-educated on how to properly manage military veteran’s care and properly file reports to the VA. This company could cost a veteran their benefits and are currently at risk for losing the VA Optum contract if they don’t straighten up. I would like to start by saying I hope my review stresses the importance of veterans not using Global Outreach Telehealth, a company that is doing more harm than good to not just my veteran, but many veterans. I think that’s the part of this whole thing that just blows my mind. I’m standing up for my husband and the many other veterans who should not have to go through what this company is doing to them!

We were referred to Global Outreach Telehealth Rehabilitation after my husband’s therapist at another facility just quit. Maybe you understand the importance of the relationship between a therapist and their client. Maybe you don’t. What I know is it’s not easy getting comfortable with someone that you have to open up to and be vulnerable with. It’s even harder for a veteran. Their psyche is very delicate and fractured.

When my husband started at Global, during his very first session he told the therapist how his last therapist left. He wanted to make sure she was in this for the long haul. She assured us both that she wasn’t planning on leaving. After a few appointments (some of which were cancelled by the therapist for her personal reasons) she wound up deciding to leave Global. This definitely enraged my husband and he wouldn’t finish the last session with her. After everything we’ve experienced with Global, I now understand why she needed to practice elsewhere. She had even asked if we wanted to follow her. Looking back we probably should’ve.

My husband felt abandoned and let down. This added to what he already experienced in the military and the trauma he deals with in conjunction with his PTSD. He decided to give another Global therapist a chance. I spoke in great depth with Jesse James expressing how delicate this situation is and I needed someone that could meet his needs. She found Sarah Marshburn and let me interview her. I thought she might be a good fit as long as she didn’t leave and I could get him on board with continuing his care. I knew we both had our work cut out for us dealing with my husband and his recent experiences with the previous 2 therapists abandoning him.

From the very first appointment with Sarah, we should’ve known to walk away from Global. His appointment was at 6 pm and at 6:05 we got a call from Monica. She said we would be having a session with her. I’m sorry, but no he will not. She’s not the therapist I interviewed for him. She doesn’t have the credentials or most importantly, the experience. It’s like he was just supposed to be ok with whoever they want to throw at him. He was just expected to have the first appointment with Monica then go back with Sarah. What sense does that make? How can anyone expect a veteran to just open up to whoever is on the other end. Of course, my husband wasn’t going to speak with Monica. I told her I’d call and speak with the office manager. She assured me she was someone of importance and I could talk to her. I told her repeatedly no; I was done and I would speak with someone else the following morning. She was very persistent and irritating. My husband told me to just hang up on her because I had said no and no means no. (Unfortunately, Global isn’t persistent where it counts!) We found out that Global knew my husband’s therapist wasn’t going to be at the appointment HOURS before his appointment. Monica played it off as if they found out an hour before his appointment. Monica said she couldn’t tell us any sooner because she was in a therapy session and dealing with the crisis of our therapist having an emergency. 1- Why are you dealing with a crisis while holding a therapy session? 2- Why didn’t ANYONE call us hours BEFORE the appointment? You did know early that morning. This is the start of what should’ve been a red flag to me of how bad their business practices were going to be.

We finally got a session with Sarah that my husband and I were both at. She was apologetic for not making the appointment. She said Global had decided with whatever transpired with her family emergency that the appointment needed to be rescheduled for a later date. We have no issue with family emergencies. My dad died of a massive heart attack, so we are understanding when it comes to that, but apparently our time to Global doesn’t matter since they knew and didn’t bother to tell us until after we were waiting in the appointment online.

We discussed with Sarah in great detail about what happened and how Global handled it. She was very apologetic and commented that if she would’ve known they were going to call so late that she would’ve done it, especially since she knew that morning. She said she didn’t like how that was handled and would definitely do things differently moving forward. This obviously brought up concerns for us and she seemed a little thrown off and irritated with Global. After this I thought, things were starting to move in the right direction. I was wrong!!!

I started updating the records I have on my husband’s medical care. I’m his caretaker and have also been officially established as such through the VA. I have to keep up with everything. Since Sarah was going to be his new individual counselor I needed to know how certain things worked. For example, some therapists want you to call or text them directly if you need a crisis appointment. I guess Sarah didn’t understand my question in secure messaging so she passed it off to Rosiland. Rosiland says for a crisis we would call her or Monica. Well, that’s definitely not happening and not at all what I asked. If I’m not mistaken Rosiland said she was a physical therapist. She wouldn't be able to handle a veteran in crisis. When we finally spoke with Sarah at an appointment and explained what I thought was simple, she finally understood. Basically, to reach her you call the office and hope there’s an availability with her or use secure messaging to contact her. It’s important to know because most veterans are not going to reach out to just anyone (I.e. Monica, Rosiland or even suicide prevention). They want someone that’s familiar and I have a backup for my husband in the event Sarah wasn’t available. Sarah had even commented that she needed to find out Global’s policy because she needed to know certain things as well, like what to do in a crisis, expected turn around times on responding to secure messaging, etc. When we spoke again at another appointment she expressed her apologies for how much of a pain Global was being and she was in agreement that veterans aren’t going to speak with Monica, Rosiland, or someone they don’t know. They just don’t.

Things continued on. I received a call Friday, March 15, 2024 from Care In The Community at the VA. They questioned why an appointment had been missed in February and they were trying to find out what was going on. At the time I did not know Global had not been sending over notes of my husband’s appointments to the VA. If they had, then CITC would’ve known Amanda Commer (the therapist before Sarah) left Global and my husband was now with Sarah. This opened up a whole flood gate of hell! I called Global and expressed my concerns about the nurse from CITC who called me.

The VA nurse called us concerned my husband wasn’t attending his appointments and that Global hadn’t submitted for a new referral even though ours was about to expire. She was saying we could wind up having to pay for the sessions out of pocket. She also said Global was filing things incorrectly. Apparently they were combining the medication management on the same form with individual therapy, something that’s not allowed for billing. She wanted to make contact with a provider at the VA that is no longer on my husband’s care team. In the past we have had trouble with nurses canceling referrals or creating havoc and I was trying to avoid it this go round. Unbeknownst to me, Global WAS the problem this whole time. Jesse James assured me that requests for appointments were sent to CITC and that the VA was the hold up. She said she would follow up and let me know what was going on. She let me know they sent over 50 veterans requests for more authorizations for appointments and my husband’s was among them. She also told me that the VA is doing a “recall” on some veterans and wanted me aware of the situation. Basically the VA was looking through the notes and if a veteran doesn’t open up, isn’t making progress or is worse off than when they started with the providers, then the VA was canceling the referrals and making them come back to the VA. According to her, the last time this happened was in 2018 and many veterans were without care for so long that some were hospitalized! She said the nurse had no business talking to me about how they bill. She also said veterans never have a bill. Yes, but we do get an EOB that shows what Global is sending to the VA and how the VA is rejecting it. (I understand some of this is normal insurance procedures.)
I also told her we were having trouble getting my husband’s adderall. The script wasn’t at the VA pharmacy. Jesse James said that was a whole other issue she’s been on the phone with the VA fighting about. She said the VA is using an old address for Dr Dunn’s patients and so none of his patients are getting their meds. She said this had been going on for weeks and a simple phone call could’ve been made by the VA to clear all of this up. That didn’t completely make sense to me because we had been receiving the meds Dr Dunn put a script in for, just the VA had not received a script at all from Dr Dunn specifically for the adderall. Funny thing is when I checked with Dr Dunn he said he didn’t see an order for it and he resubmitted it. It was probably just an oversight on his part but there was nothing wrong with an address on any of the meds he wrote for my husband.

I have been back and forth between Global and CITC. I would leave messages for Jesse James, but all week she was in and out of meetings for various other things. I’m not really sure she had the time to handle what was happening to my husband and 49 other veterans at Global Outreach. I kept being told the requests were sent well before the nurse called me on Friday March 15th. Well before could mean anything and nothing. No one would give me a date when more appointments were actually requested. As of TODAY, March 22, 2024 CITC has not received a SARS from Global, nor have they received any of the providers notes since SEPTEMBER 2023. When I would call Global I would speak with the receptionist (I don’t remember her name). She would tell me she texted Jesse James or that Rosiland said Jesse was working on it. She was told to tell me they sent out something 2 days ago. TWO DAYS AGO…are you serious? Come to find out it wasn’t to the VA. They sent something to Sarah and Dr Dunn to have them fill out. At this point, I’m confused?!?? Jesse has already told me Sarah’s notes were good and thorough so why were they not submitted to CITC? I told the receptionist that I was pissed and I’d like to be yelling at the person who hasn’t done what they’ve been telling me they did! I told her I don’t understand how requests weren’t made 4-6 weeks ago like all other mental health facilities do. The lapse in mental care really IS because of Global and their lack of doing their job in submitting paperwork in a timely manner to the VA. She told me she understood and she would feel the same, that I was justified in how I felt.

Rosiland calls me and immediately says they’ve decided to cancel my husband’s appointment with Sarah tonight March 22, 2024 because of the many phone calls I’ve made. Sorry I’m the one staying on top of his care because you are not!!! She said I yelled at the receptionist. I said, "No I didn’t. I DID tell the receptionist I wanted to yell at the right person and it wasn’t her!" Rosiland asked me who did I think I need to yell at. I told her Jesse James because she LIED to me and told me the request for more appointments had been put in well before the nurse asked for them but they still had not been done! Rosiland just kept cutting me off and wouldn’t let me finish any thought. I finally interrupted her and said whoa maybe we should start this conversation over. I tried but I was still getting no where. She proceeded to tell me this is how they handle ALL authorizations. I’m like you didn’t start 4-6 weeks BEFORE it got ready to expire. (Like what the hell?) She said they send requests after THEY (her or someone else I don’t remember the name) reviews ALL the records. Ok, so why is this not happening BEFORE the expiration of the previous authorization. She said they always do it like this. I’m like, "so you leave veterans WITHOUT care for 4-6 weeks? That’s absurd!!!" She cancelled my husband’s appointment with his therapist because of her (the therapist’s) mental health because I called in and wouldn’t just leave a message for Jesse James. I said well that makes no sense and that I had left MULTIPLE messages for Jesse James….she didn’t call me back! After Rosalind just kept running her mouth and showing how ignorant she really and truly is, I had to just hang up on her. I do not have time for her stupid…. The person suffering is my husband and the 49 other veterans “sent” in that batch! They originally said they sent requests for more appointments, but they STILL have yet to request any at all and that’s just THIS month. What about months prior? How many Veterans' records did they not send to the VA and veterans have had to miss therapy? By the way you can’t leave a message on their answering machine because it’s FULL! The second number with the company doesn’t have a mailbox setup. They do however screen their calls. I figured they weren’t answering because I knew the facts, the truth and they knew they couldn’t put the blame on the VA anymore so they wouldn’t take my calls. It’s fine…I really got tired of hearing lies anyway. I can’t make them do the required paperwork so my husband doesn’t have a lapse in care, just like you can lead a horse to water but you can’t make them drink...

Global Outreach Telehealth Rehabilitation is NOT a place anyone should be receiving mental health “treatment” from, especially veterans. My heart breaks for any of the veterans that have had a lapse in care all because of someone at Global not getting off their butt and doing the paperwork the VA needs to approve it. It’s really not that complicated. We’ve never experienced this with any of the other facilities we have used in the past and to hear veterans have been hospitalized because of the lapse in care really makes my blood boil. This is an atrocity and why I decided to do something about it. CITC has told me the last notes in my husband’s file are from September 2023, from a provider that has left Global and here it is the END of March 2024, his referral is expiring, and they're so stuck in their own web of lies, that they won't even take my calls anymore. No wonder the VA has taken action and required them to go through re-education to be in compliance with their regulations. More...

I had opportunity to visit Global Outreach and I must say they are some of the most professional and friendliest people I've met. They worked with me until I was able to schedule my appointment when I was available. I love the telehealth services they provide also. Thanks again for making me feel so welcome. More...

They have great new and innovative counseling services

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