I would like to thank you for taking the time to bring this unfortunate situation to our attentionAs a busy practicing Optometrist, you trust the staff you hire makes the best decision on your behalf when dealing with the public in person or on the phoneI agree that the posturing back and forth
between my staff and Ms*** was unnecessary and I apologize as we run a respectful and responsible eyecare practiceWe have been in operation for nearly years and this is the first complaint ever registered against our practice.Ms*** has been a patient of ours since she was years oldAs she has grown into adulthood and began to assume more of her health care responsibilities, her visits have become less frequentInstead of coming in for annual contact lens visits, the duration between visits have become longerShe has stated that due to unfortunate financial difficulties, she is not able to come in as often and has chosen to extend the wear of her contact lensesShe admittedly abuses her contacts by wearing the same pair sometimes up to a year, when in fact the contacts are meant for just days wearI understand the financial strain many of my patients are presently going through and on many occasions I will dispense free trial contacts til that patient can return for their next scheduled visitMs*** called requesting new contacts around 4-01-and she was informed it was time for her annual eye examShe was unhappy that she was scheduled for an appointment and not given free contacts instead, citing financial concernsIt was suggested that if she could not afford to wear contacts, due to her budget, that she should consider wearing the glasses she already hadMs.*** failed to show for her scheduled Saturday morning appointmentOur staff tried to contact her six times the day before to confirm her appointment only to have her hang up or not answer at allAbout months later, Ms*** called on 6-24-demanding free contacts because her present contacts were years old and that she could not afford to get a new eye examWe did not want to give her another pair of contacts to abuse nor could we afford to make her another appointment that she would not keepOur office policy is if a patient fails to show for a scheduled appointment without prior notice, we will not reschedule another appointment, but they are welcome to walk in and be worked in if space is availableMs*** did, in fact, walk in the next morning to be seen for an eye infection she acquired from over-extending the wear of her contact lens. I gladly worked her in and wrote her a prescription for medicated eye dropsShe was told she needed to discontinue contact lens wear til her eye properly healed and she needed to begin wearing her glassesUpon being informed that her glasses were broken, I wrote her an updated spectacle RxThis was all done at no charge to the patientShe was told to return to our clinic after the eye had time to healWe have yet to see Ms***, even after going out of our way to assist her.I feel this complaint against our practice is unwarranted as we always go above and beyond to please our very loyal patient baseThank you for giving us the opportunity to tell the other side of this unfortunate misunderstanding. If any more info is needed, please do not hesitate to contact our office at (864)***Sincerely, *** ** ***, O.D
I would like to thank you for taking the time to bring this unfortunate situation to our attentionAs a busy practicing Optometrist, you trust the staff you hire makes the best decision on your behalf when dealing with the public in person or on the phoneI agree that the posturing back and forth
between my staff and Ms*** was unnecessary and I apologize as we run a respectful and responsible eyecare practiceWe have been in operation for nearly years and this is the first complaint ever registered against our practice.Ms*** has been a patient of ours since she was years oldAs she has grown into adulthood and began to assume more of her health care responsibilities, her visits have become less frequentInstead of coming in for annual contact lens visits, the duration between visits have become longerShe has stated that due to unfortunate financial difficulties, she is not able to come in as often and has chosen to extend the wear of her contact lensesShe admittedly abuses her contacts by wearing the same pair sometimes up to a year, when in fact the contacts are meant for just days wearI understand the financial strain many of my patients are presently going through and on many occasions I will dispense free trial contacts til that patient can return for their next scheduled visitMs*** called requesting new contacts around 4-01-and she was informed it was time for her annual eye examShe was unhappy that she was scheduled for an appointment and not given free contacts instead, citing financial concernsIt was suggested that if she could not afford to wear contacts, due to her budget, that she should consider wearing the glasses she already hadMs.*** failed to show for her scheduled Saturday morning appointmentOur staff tried to contact her six times the day before to confirm her appointment only to have her hang up or not answer at allAbout months later, Ms*** called on 6-24-demanding free contacts because her present contacts were years old and that she could not afford to get a new eye examWe did not want to give her another pair of contacts to abuse nor could we afford to make her another appointment that she would not keepOur office policy is if a patient fails to show for a scheduled appointment without prior notice, we will not reschedule another appointment, but they are welcome to walk in and be worked in if space is availableMs*** did, in fact, walk in the next morning to be seen for an eye infection she acquired from over-extending the wear of her contact lens. I gladly worked her in and wrote her a prescription for medicated eye dropsShe was told she needed to discontinue contact lens wear til her eye properly healed and she needed to begin wearing her glassesUpon being informed that her glasses were broken, I wrote her an updated spectacle RxThis was all done at no charge to the patientShe was told to return to our clinic after the eye had time to healWe have yet to see Ms***, even after going out of our way to assist her.I feel this complaint against our practice is unwarranted as we always go above and beyond to please our very loyal patient baseThank you for giving us the opportunity to tell the other side of this unfortunate misunderstanding. If any more info is needed, please do not hesitate to contact our office at (864)***Sincerely, *** ** ***, O.D