Roots Behavioral Health - Lost Creek - A Hightop Health Clinic

Roots Behavioral Health was the first psychiatric practice I was a patient with. While I was satisfied with the care I received under my provider, Emma, I was not happy with the way my care was “transferred” after she left the practice. Emma told me in my last session what to expect once she left and we had a plan for me to switch providers within Roots. However, when I needed to request refills of medication that I take daily, there was no way for me to contact anyone using the portal they require all communication to go through. (Screenshot of what I ran into is included in this review). This was the final straw for me to leave and find a new provider. Other experiences that left me frustrated were the time I was charged over $500 when I knew for a fact my copay was $0. It took phone calls to both my insurance and many, many messages to Roots (and over a week) for them to finally issue me a refund. Additionally, I was being sent messages on a regular basis in the communication portal about new treatments being offered by Roots. To me, this is both annoying and vaguely unethical. If I am a good candidate for any treatment I would trust that my doctor would advise me on next steps, I don’t want to be sent what are basically ads for treatments that I don’t need or even qualify for. In summary, I’m giving 2 stars because while Emma was great, Roots was not.

Anna Franklin · January 30th, 2026

I wanted this clinic to work. Over a multi-year period I dealt with spotty communication and prescription issues, plus last-minute appointment cancellations - including while I was in the middle of a medication change with significant side effects. Six months later I still wasn’t improving. I ultimately learned I’d been discharged only when my Athena portal access vanished. When I called, staff confirmed I’d been dropped and said a message had been sent via Klara. That message (Oct 30) contained a discharge letter dated Sept 28 saying they would provide care only until Oct 28. In other words, I received the letter after the clinic’s own coverage window had already passed. I also had a follow-up appointment after the stated discharge date. At no point during multiple sessions leading up to the discharge date was I advised to line up a new provider or given help with a handoff. Then, portal access was cut with no transition guidance. I was later told they’ll send records to a new provider once I have one, but the lack of timely notice and continuity has created unnecessary stress and risk. Based on my experience, I cannot recommend Roots Behavioral Health. Patients deserve clear communication, reliable scheduling, and safe transitions of care.

John White · November 5th, 2025

While Roots has experienced some growing pains, I wouldn't go anywhere else for my care. My care providers are incredibly supportive and I feel more than encouraged to advocate for myself may an issue arise. Front staff have always been welcoming and helpful. Maybe it's just the vibes, but I find Roots to be a very comfortable and reassuring place for my appointments.

Bri Moore · September 25th, 2025