Barrington & Sanford Family Eye Care

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below PD was measured during exam and therefore need to be included in my minor child's recordsThis was not done post exam when she tried on the frames at the receptionist/checkout counterThis was absolutely done in the exam room by the doctor in the presence of both myself and my other daughterBusiness is still refusing to provide complete records of my MINOR CHILD Regards, [redacted]

Revdex.com:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowI am still awaiting the full records for my minor child, including PD distanceDespite someone from the offie calling me and providing me this information already via phone, I am requesting this information in official writing along with full and complete records.Per the FTC website you violated PART 456--OPHTHALMIC PRACTICE RULES--SecSeparation of examination and dispensing.It is an unfair act or practice for an ophthalmologist or optometrist to:(a) Fail to provide to the patient one copy of the patient's prescription immediately after the eye examination is completed.The above was not doneI had to ask for it weeks later only to receive an incomplete script.Provided: An ophthalmologist or optometrist may refuse to give the patient a copy of the patient's prescription until the patient has paid for the eye examination, but only if that ophthalmologist or optometrist would have required immediate payment from that patient had the examination revealed that no ophthalmic goods were required;I have paid for the exam in full as well as the eyewear that my minor daughter is unable to wear due to being refused a Saturday appointment at either location for an adjustment - this is the only day I can attend however due to the conflict I feel that it is not in my best interest nor my children's to be at this business ever again and therefore I can not get her eyewear adjusted.This business is holding information regarding MY MINOR CHILD hostageIt us UNETHICAL and causing DIRECT HARM TO A MINOR with holding the information requested by preventing her affordable eyewear that fits her needs.According to Cobbs vGrant, Cal.3d 229, CalRptr505, P.2d (1972), “The patient, being unlearned in medical sciences, has an abject dependence upon and trust in his physician for the information upon which he relies during the decisional process, thus raising an obligation in the doctor that transcends arms-length transactions.” This makes the doctor-patient relationship a ‘fiduciary’ relationshipSince a fiduciary is “one who owes to another the duties of good faith, trust, confidence and candour,”the doctor's relationship with her patient must be one of truthfulness.According to the Fairness to Contact Lens Consumers Act which was signed by President Bush on December 6th, 2003with an effective date of February 4th, : A consumer has a right to your prescription automatically and unconditionallyE-Prescribing and Dispensing Drugs and Devices:“In all instances, physicians should respect the patient’s freedom of choice in selecting who will fill their prescriptions as they are in the choice of a physician and, therefore, have the right to have a prescription filled wherever they wish.”“Patients have an ethically and legally recognized right to prompt access to the information contained in their individual medical recordsSince a prescription is part of the patient’s medical record, the patient is entitled to a copy of the physician’s prescription for drugs or devices, including eyeglasses and contact lenses.”Please refer to the [redacted] website for your practice is violating the laws set in place to protect innocent people like my minor child and I from unethical businesses like yours.Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] This is not an accurate portrayal of what occurredMy cell phone (only phone) has voicemail and has for the years I have had the same phone linePlease provide a record of said call on phone records in which my voicemail did not workMy hard phone records will be gladly be requested from the cell phone provided and provided to this complaint as proof if requested so show that I had called the business number several times and no one got back to me on the date of 7/hours after the double payment was put against my checking accountIf this charge was immediately realized why was I not told in store since my card was run at the office? Additionally, after our first call where I asked to have my daughters glasses adjusted/PD number since her glasses are falling off her face and therefore unwearable, I was told the website hours were not accurate as listed (advertising - is that not to be acknowledged in my complaint?) Website lists Saturday hours and receptionist told me they never take appointments on Saturday.When I requested my daughters complete prescription (including PD) and told managers were "not in the office" that day, I asked them to get in touch with someone in charge and call me backI did not call back the business minutes later, again my hard phone records will gladly be provided to back this factThe receptionist called me back and I was once again denied the ability to speak with a managerAfter reviewing patient laws and speaking with the FTC (complaint # [redacted] ) I was advised by the FTC to request records in fullWhen I did this I was told, the incomplete records of my minor child's would be provided without the PD numberIt was only after informing the receptionist that I spoke with FTC and provided verbatim from the FTC site patient rights to records that I was told a manager/owner actually WAS in the office and I could call and speak with himOwner, "***", was extremely rude, confrontational, and condescending and told me to go file with the Revdex.com and FTC because he "did not care" and would "not ever provide a PD so that I could purchase glasses online"This is a common occurrence to prevent customers from purchasing glasses elsewhereDue to the confrontational nature of owner I will NOT be driving to pick up records and having a confrontationI have already suffered enough anxiety from this incident and at the hands of this businessPlease mail complete records and purge any and all of my info from your office as I genuinely fear recourse from the people who work at this establishmentRegards, [redacted]

This patient was brought to us for an eye exam, following the exam we asked the patient and mother if they would like to look at glasses; they did look and found a pair and were seated with our optician and ordered glassesThe patient picked the frame and anytime a patient asks for their
prescription we always print it right then and there; however we did not get a request for prescription for this patient At the end of closing we noticed the patients payment accidentally got put under our other office I voided and returned the payment to the patient and resubmitted under our officeI had tried to call the patient the same day but did not get an answer and there was no voicemail to leave a messageWe received an email on Monday after the weekend asking us to call her asap to which we did and explained what happened with the payment to which the response was that it was okOn 7/our office received a call from the patients mother asking for the PD's for her daughter, I stated to the patients mother that we do not give out PD's to anyoneShe then requested for the full records and I told her I could have the records printed and ready for her whenever she would like to pick them up but that they would not include the PD'sShe asked to speak with a manager or owner and I apologized but that my manager and owners were on vacation at that time but if she wanted to call back the following monday they would be in to speak with herWe ended the call at that time and about minutes later I received a call again from the patients mother stating that she was going to take legal action if we did not give her the full records including PD'sI apologized again that we do not give out PD's to anyone due to it being what the optician does and not the doctor; that we give out what the doctor finds but that one of the owners were at our other office if she would like to call and speak to one of the owners to which she did and the owner with whom she spoke with was *** and he gave her the same information; that we would be more than happy to have the records ready for pickup but that those records would not include the PD's

Dear Revdex.com,This issue has now come across my desk as being unresolved due to the patient's complaint As I understand her desire to have a new glasses prescription, and we have always dispensed the prescription upon request With this new information, I feel it would be a great idea to make sure that we are presenting the Rx to the patient the day of their exam As for her records, we are happy to release those records to the patient as long as the HIPPA compliance is followed and the patient signs a record release for both the patient and her daughter, then we will be happy to give her those records Finally, as far as the pupillary distance is concerned, that measurement is NOT part of her examination records and will not be released within those forms The doctors do not take those measurements during an examination and therefore are not part of the record As we have told patients in the past we are happy to give you your prescription, and if you are ordering your eyewear on a website they will give you full instructions how to do that I apologize if this is inconvenient to the patient, but as the doctors here in our practice, we do not fit or do measurements for eyewear, it is our job to care of the overall eye health of each patient we see.With my greatest regards,Dr*** ***, OD

The charge was not immediately realized, it was realized at the end of the day upon closingWhen asked for PD's I told the patients mother that my manager was on vacation and the owners were not in the officeAfter the call when the patients mother wanted the glasses adjusted I said they could come in anytime for an adjustmentOur website is correct with both our Sanford office hours and our Barrington office hoursOur Sanford office is where the patient was seen and we do not ever offer Saturday appointments, our Barrington, NH office offers times on Saturdays but by appointment only and they are very few; which was stated to the patients motherAfter speaking with *** he stated to me that he was in our Barrington office and I told the patients mother she could call over there to speak to himWhen speaking with ***, the patients mother was given the same information, that we would gladly give the patients records but they would not include PD's because the records include what the Optometrist does and finds in the exam and not what the Optician does at the time of a glasses purchaseAlso, that where ever the patients mother brings the patient to get glasses they will do PD's thereThe patients mother was saying she was going to file a complaint with Revdex.com and FTC and that is when the conversation with Tom and the patients mother ended

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. This is not an accurate portrayal of what occurred. My cell phone (only phone) has voicemail and has for the 12 years I have had the same phone line. Please provide a record of said call on phone records in which my voicemail did not work. My hard phone records will be gladly be requested from the cell phone provided and provided to this complaint as proof  if requested so show that I had called the business number several times and no one got back to me on the date of 7/15. 24 hours after the double payment was put against my checking account. If this charge was immediately realized why was I not told in store since my card was run at the office? Additionally, after our first call where I asked to have my daughters glasses adjusted/PD number since her glasses are falling off her face and therefore unwearable, I was told the website hours were not accurate as listed (false advertising - is that not to be acknowledged in my complaint?) Website lists Saturday hours and receptionist told me they never take appointments on Saturday.When I requested my daughters complete prescription (including PD) and told managers were "not in the office" that day, I asked them to get in touch with someone in charge and call me back. I did not call back the business 20 minutes later, again my hard phone records will gladly be provided to back this fact. The receptionist called me back and I was once again denied the ability to speak with a manager. After reviewing patient laws and speaking with the FTC (complaint # [redacted]) I was advised by the FTC to request records in full. When I did this I was told, the incomplete records of my minor child's would be provided without the PD number. It was only after informing the receptionist that I spoke with FTC and provided verbatim from the FTC site patient rights to records that I was told a manager/owner actually WAS in the office and I could call and speak with him. Owner, "[redacted]", was extremely rude, confrontational, and condescending and told me to go file with the Revdex.com and FTC because he "did not care" and would "not ever provide a PD so that I could purchase glasses online". This is a common occurrence to prevent customers from purchasing glasses elsewhere. Due to the confrontational nature of owner I will NOT be driving to pick up records and having a confrontation. I have already suffered enough anxiety from this incident and at the hands of this business. Please mail complete records and purge any and all of my info from your office as I genuinely fear recourse from the people who work at this establishment. Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
PD was measured during exam and therefore need to be included in my minor child's records. This was not done post exam when she tried on the frames at the receptionist/checkout counter. This was absolutely done in the exam room by the doctor in the presence of both myself and my other daughter. Business is still refusing to provide complete records of my MINOR CHILD.  
Regards,
[redacted]

Revdex.com:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I am still awaiting the full records for my minor child, including PD distance. Despite someone from the offie calling me and providing me this information already via phone, I am requesting this information in official writing along with full and complete records.Per the FTC website you violated PART 456--OPHTHALMIC PRACTICE RULES--Sec. 456.2 Separation of examination and dispensing.It is an unfair act or practice for an ophthalmologist or optometrist to:(a) Fail to provide to the patient one copy of the patient's prescription immediately after the eye examination is completed.The above was not done. I had to ask for it weeks later only to receive an incomplete script.Provided: An ophthalmologist or optometrist may refuse to give the patient a copy of the patient's prescription until the patient has paid for the eye examination, but only if that ophthalmologist or optometrist would have required immediate payment from that patient had the examination revealed that no ophthalmic goods were required;I have paid for the exam in full as well as the eyewear that my minor daughter is unable to wear due to being refused a Saturday appointment at either location for an adjustment - this is the only day I can attend however due to the conflict I feel that it is not in my best interest nor my children's to be at this business ever again and therefore I can not get her eyewear adjusted.This business is holding information regarding MY MINOR CHILD hostage. It us UNETHICAL and causing DIRECT HARM TO A MINOR with holding the information requested by preventing her affordable eyewear that fits her needs.According to Cobbs v. Grant, 8 Cal.3d 229, 104 Cal. Rptr. 505, 502 P.2d 1 (1972), “The patient, being unlearned in medical sciences, has an abject dependence upon and trust in his physician for the information upon which he relies during the decisional process, thus raising an obligation in the doctor that transcends arms-length transactions.” This makes the doctor-patient relationship a ‘fiduciary’ relationship. Since a fiduciary is “one who owes to another the duties of good faith, trust, confidence and candour,”1 the doctor's relationship with her patient must be one of truthfulness.According to the Fairness to Contact Lens Consumers Act which was signed by President Bush on December 6th, 2003with an effective date of February 4th, 2004 : A consumer has a right to your prescription automatically and unconditionally. E-8.06 Prescribing and Dispensing Drugs and Devices:“In all instances, physicians should respect the patient’s freedom of choice in selecting who will fill their prescriptions as they are in the choice of a physician and, therefore, have the right to have a prescription filled wherever they wish.”“Patients have an ethically and legally recognized right to prompt access to the information contained in their individual medical records. Since a prescription is part of the patient’s medical record, the patient is entitled to a copy of the physician’s prescription for drugs or devices, including eyeglasses and contact lenses.”Please refer to the [redacted] website for your practice is violating the laws set in place to protect innocent people like my minor child and I from unethical businesses like yours.Regards,[redacted]