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Advanced Eye Clinic

8436 Denton Hwy Ste 210, Watauga, Texas, United States, 76148

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Reviews Optometrist Advanced Eye Clinic

Advanced Eye Clinic Reviews (%countItem)

was informed that I needed to go to the emergency room asap due to a stroke in my eye. I left to go pick up my wife and then back to the eye clinic to get my paper work for the ER. I was told it would be ready when I got back. When I returned 20 mins later I was told that the paper work was not ready and the doctor was still working on it. We waited another 15 mins and then was told that the doctor was with another patient and has not completed the paperwork. Again we asked if this was an emergency to go to the ER since the doctor did not still have the paperwork ready after 35 mins and was told that yes it was an emergency to go to the ER and the doctor will complete the paperwork after she was finished with the other patient and that they will call us. After another 30 mins and no phone call went back to the eye clinic asking for the paperwork to go to the ER. At that time the doctor told me that she was doing me a favor. I thought that if there was an emergency and told that it was an emergency then paperwork should not have taken over an hour to fill out and not be told that she was doing me a favor.

Advanced Eye Clinic Response • Oct 05, 2020

I am the owner of Advanced Eye Clinic. I called the patient, ***, and left them a voicemail. Patient and his wife called me back. I apologized for their experience profusely.

I also spoke to the staff and the doctor who saw the patient. Unfortunately, part of this was miscommunication as the doctor did not need to provide the patient paperwork for the ER but she wanted to do so so the patient leaves with complete information. Patient's appointment was at 9:30am and due to the severity of his case, it took about 2 hours to complete all testing and education. In that time, doctor had a back up log of 5 other patients that needed to be seen. Due to that, she was behind in finishing the paperwork that she was going to provide to Mr.. When she was finally able to provide the paperwork to Mr., she did state she was doing him a favor but it was not intended to be offensive, per the doctor. She was trying to explain that you don't require the paperwork but she was doing it to make things easier on the patient. However, she did also ask me to apologize to patient as that was not her intention.

Additionally, we have 2 offices and our phones are connected. When patient's wife called to get the corporate number, our other office answered that was not aware of this situation.

Again, the whole team of Advanced Eye Clinic does apologize to the patient for the rough experience as much it was not intended to be such.

Fortunately, patient went to the ER and was well taken care of.

Customer Response • Oct 05, 2020

Complaint: ***

I am rejecting this response because:

The doctor did say that I had to have the paperwork to go to the ER and stated that I didn't have to be pushy to get the paperwork ( after an hr of waiting) and that she was doing me a favor. When I went back to get paperwork there was no one in the waiting room to be seen and when my wife went in to request the paperwork again there was no one in waiting room and was told that the doctor will do the paperwork after she finished with a patient. No one mentioned to me or my wife that we could just go straight to the ER to be seen without the paperwork. The number that was called about getting corporate number was the correct number to the office. Lets not sugar coat what actually happened and the total disregard that a patient was given. This issue will also be sent to the American Academy of Ophthalmology code of ethics and the Medical review since no one is taking responsibility to the dis respect and disregard that was given.

My wife did ask several times if this was really urgent and emergency and the reception kept saying it was and if the paperwork was not needed they should have said so then which would have been the opportunity to do so.
Regards

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Address: 8436 Denton Hwy Ste 210, Watauga, Texas, United States, 76148

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