Guilford Eye Center, OD PA

Initial Business Response /* (1000, 5, 2016/08/11) */
August 11, 2016
[redacted], Dispute Resolution Specialist
Revdex.com of Central North Carolina
[redacted]
Greensboro, NC 27410
RE: [redacted]
Dear [redacted]
Thank you for...

reaching out to us in regards to our patient who was not fully satisfied with her experience. We are sorry to hear that she feels that her concerns were not handled effectively. During the multiple interactions we have had with our patient we have made every attempt to satisfy her requests and to provide her with the best possible care.
Regarding her visit in January 18, 2016 our records indicate that a technician took her back shortly after arriving for her 4:00 pm appointment. We typically advise our patients to allow 60-90 minutes for a full comprehensive eye exam. During this process our system will time stamp each step of the encounter providing proof that she was here for a period comparable to that for this exam type. After reviewing these records we show that the patient checked out at 5:28 pm. The following day we received a call from the patient stating that she was not happy with the trial contacts she had been given and was not confident with her new prescription. We reminded [redacted] that follow up visits for contact lenses are provided at no additional charge. She was invited to return to see the doctor, however she declined.
After 6 months of no communication from the patient, we received a request through [redacted] on 7/28/16 requesting a different brand of contact lenses and different base curve than originally prescribed. We fill several requests daily for patients who use outside sources to purchase their materials - and this is never a problem - as long as the request matches the prescription on file. The Federal Fairness to Contact Lens Consumers Act requires us to dispense exact prescriptions to any entity the patient requests.
[redacted], made claims that her prescription that she received from [redacted] was "dramatically" different than what she received from our office. First of all, eye exams have a large subjective component to them - so there is often some variability in patient responses from day to day. That said, after reviewing the 2 Rx's the only difference was 0.25D change in 1 eye. That is the absolute smallest increment that is measurable.
Overall we feel this could have been resolved in our office had the patient given us the opportunity and done so in a timely fashion. It is unfortunate that the patient chose to go to another practice when we were more than willing to accommodate her requests. It is standard practice that once professional services are rendered and medical advice has been given that there are no refunds for professional services. We are held liable for correctly identifying any medical eye problems that may exist, and as such we charge for these services.
If she had purchased any ophthalmic materials from our practice then we would have been able to exchange or refund for materials only. She however, did not purchase any ophthalmic materials from our office.
Best Regards,
Craig W[redacted]