I am extremely disappointed with how NorthShore handled my request for mental health care. I have an established relationship with my primary care nurse practitioner and have seen her every few months for years. She prescribed my antidepressants for years until I stopped taking them earlier this year, and I had just seen her the week before all of this happened. When I reached out because I needed a referral to a mental health professional within the NorthShore system, I was told I had to schedule another appointment with my primary care provider before she would even place the referral. This meant waiting several more days just to explain that I needed to see the therapist who was actually qualified to evaluate and treat my mental health concerns. I spent an entire day making phone calls, leaving messages, and sending a message through the patient portal. After finally speaking with the care coordinator late that afternoon, I became so overwhelmed that I broke down crying on the phone. She said she would speak to my provider immediately, but then called back to tell me my provider had already left for the day without responding to my messages or those from other NorthShore staff trying to help. The next day, despite being told someone would contact me first thing in the morning, I again had to call myself before finally receiving a response. I was told my provider still refused to place the referral without another office visit because she “needed to know why” I wanted to see a mental health professional. At that point, I bypassed my primary care office and simply called NorthShore scheduling. I was able to get a telehealth appointment with the first available nurse practitioner at another location. She did not question why I needed mental health care or require another visit with my primary provider. She listened, understood my request, and placed the referral immediately. That experience made it clear that the barriers I encountered were unnecessary. Mental health care should not be this difficult to access. When an established patient says they need help, the priority should be connecting them with the appropriate specialist—not creating unnecessary obstacles that delay care during a mental health crisis. I eventually got the referral, but only because I found another provider within the same health system who was willing to help. I expected much better from a health system that claims to prioritize patient care.
