Eyes & Optics

In response to this formal complaint to the Revdex.com, I would like to say the following: We understand and empathize that some of our patients may not be familiar with prescription adaptations with getting a new pair of glasses; especially if it is their first timeIn my professional experience, adapting to glasses usually takes some adjustment and timeIn addition to diagnosing and treating this patient for medical related complications, I also determined her prescription for glasses once her medical condition was in better controlAfter spending extended clinical time personally demonstrating with sample lenses, discussing the differences, advantages, and disadvantages of different styles of lenses, and trial framing with her prescription lenses, I am confident that we have gone above and beyond to explain, set reasonable expectations, and demonstrate how a new pair of glasses would feelIn realizing that this patient had never been to an eye doctor before this visit, I took the additional time to explain and help this patient thru her exam with me as I would for any other patientWhen the patient had experienced discomfort, she did make a call to my office, where she spoke with *** I was informed of the call, and the patient concerns, for which I personally returned her call that business day I would not agree that this patient was "ignored and treated rudely or asked to partake in yet other sales items." I did ask her to try wearing the glasses for at least one week, and if problems were still present, I would be more than happy to make sure that I did not make a mistake typing her prescription, or that a change in powers would be better acceptable to suit her needs The patient did make another appointment with me where I rechecked all the numbers of the prescription It was verified that there were no typing mistakes and changes to the prescription did not improve vision; rather the patient achieved her best vision with the original prescription The lenses were again verified to be filled exactly as I had written I also again discussed expectations with lined bifocal lenses, progressive or single vision glasses The patient elected at this visit that she did not want her bifocal lenses anymore and that going into a single vision power would be better since she was used to wearing over the counter glassesI did explain and demonstrate again that bifocals allowed for vision at distance and near but single vision lenses would only allow clear vision at one distance She stated that computer work was the most important, so I demonstrated that power to her and showed her how smaller reading and distance would not be clear She did inquire about progressive/no lined bifocals, however after hearing that the viewing areas were even more constricted than her bifocal glasses due to natural occurrences in the design of the lens, the patient did not want to go with this choice of lens style This patient believes that our office purposely overcharged her co-pays by $per visit to force her to "spend more money." Optometrists are viewed as specialist for medical insurance plans, at the time of her visits, we were not aware that for her specific plan, she was allowed to pay the lower of her two listed copays of $vs $This is not plainly listed on her insurance card or at the doctor portal, where our office staff verifies patient insurance plans prior to their visit with us Once we received her explanation of benefit, we made the necessary adjustments to her bills with us and applied the credit to her account I can understand her frustration, however out intention was not to maliciously overcharge her I have discussed this new exception to my staff and changes for all federal BCBS plans and proper education and training have been made at the time of this reply As the owner of Eyes & Optics of Pearland, I take the personal responsibility to ensure that every patient has a great experience in our office from start to finish, by utilizing capable and compassionate employees who join me in serving othersIt is not uncommon for me to get phone calls daily or compliments in office on how cordial and welcoming my staff is I am sorry that despite all of our best efforts, and both seeing this patient and remaking the glasses at no additional cost, we were still unable to make her happyWe appreciate her comments, and will continue to work towards improving our services and commitment to better serve our current and future patients

In response to this formal complaint to the Revdex.com, I would like to say the following:
"line-height: 18px">We understand and empathize that some of our patients may not be familiar with prescription adaptations with getting a new pair of glasses; especially if it is their first timeIn my professional experience, adapting to glasses usually takes some adjustment and timeIn addition to diagnosing and treating this patient for medical related complications, I also determined her prescription for glasses once her medical condition was in better control. After spending extended clinical time personally demonstrating with sample lenses, discussing the differences, advantages, and disadvantages of different styles of lenses, and trial framing with her prescription lenses, I am confident that we have gone above and beyond to explain, set reasonable expectations, and demonstrate how a new pair of glasses would feelIn realizing that this patient had never been to an eye doctor before this visit, I took the additional time to explain and help this patient thru her exam with me as I would for any other patientWhen the patient had experienced discomfort, she did make a call to my office, where she spoke with [redacted] I was informed of the call, and the patient concerns, for which I personally returned her call that business day I would not agree that this patient was "ignored and treated rudely or asked to partake in yet other sales items." I did ask her to try wearing the glasses for at least one week, and if problems were still present, I would be more than happy to make sure that I did not make a mistake typing her prescription, or that a change in powers would be better acceptable to suit her needs
The patient did make another appointment with me where I rechecked all the numbers of the prescription It was verified that there were no typing mistakes and changes to the prescription did not improve vision; rather the patient achieved her best vision with the original prescription The lenses were again verified to be filled exactly as I had written I also again discussed expectations with lined bifocal lenses, progressive or single vision glasses The patient elected at this visit that she did not want her bifocal lenses anymore and that going into a single vision power would be better since she was used to wearing over the counter glassesI did explain and demonstrate again that bifocals allowed for vision at distance and near but single vision lenses would only allow clear vision at one distance She stated that computer work was the most important, so I demonstrated that power to her and showed her how smaller reading and distance would not be clear She did inquire about progressive/no lined bifocals, however after hearing that the viewing areas were even more constricted than her bifocal glasses due to natural occurrences in the design of the lens, the patient did not want to go with this choice of lens style
This patient believes that our office purposely overcharged her co-pays by $per visit to force her to "spend more money." Optometrists are viewed as specialist for medical insurance plans, at the time of her visits, we were not aware that for her specific plan, she was allowed to pay the lower of her two listed copays of $vs $This is not plainly listed on her insurance card or at the doctor portal, where our office staff verifies patient insurance plans prior to their visit with us Once we received her explanation of benefit, we made the necessary adjustments to her bills with us and applied the credit to her account I can understand her frustration, however out intention was not to maliciously overcharge her I have discussed this new exception to my staff and changes for all federal BCBS plans and proper education and training have been made at the time of this reply
As the owner of Eyes & Optics of Pearland, I take the personal responsibility to ensure that every patient has a great experience in our office from start to finish, by utilizing capable and compassionate employees who join me in serving othersIt is not uncommon for me to get phone calls daily or compliments in office on how cordial and welcoming my staff is I am sorry that despite all of our best efforts, and both seeing this patient and remaking the glasses at no additional cost, we were still unable to make her happyWe appreciate her comments, and will continue to work towards improving our services and commitment to better serve our current and future patients