We received and reviewed the complaint and appreciate the opportunity to provide clarificationIt is our practice to ensure patient/customer satisfaction and our services are driven by generally accepted standards of medical care for both vision and medical issues related to the eyes as well as optical products prescribed and sold for vision correctionThe response below is summarized based upon a review of the patient medical and patient accounting record and in consultation with our licensed providersThe patient presented with a self-reported underlying medical conditionPatient attested to vision and medical coveragePlease see attachment A comprehensive eye examination was performedDue to chief complaint and discovery of vascular conditions, retinal photo was medically necessary to confirm diagnosisThis also included a refraction that determines vision correction needs resulting in a prescriptionDue to medical condition, patient was referred to a retinal specialistPatient did not comply but requested prescription for vision correctionIt would not be in accordance with standards of care to release a prescription until the underlying condition is treated because vision acuity would varyThe only charge paid by the patient was the $co-pay required at the time of service as contractually required by the medical insurer and is not refundableVision insurance was not billed since the patient presented with a medical conditionBased upon the information listed above, we will release the prescription with the following limitations and exclusionsPatient will accept that the prescription was finalized based patient’s blood levels at the time, which vary continuously until controlledPatient has not complied with specialist referralConsequently, fulfillment of the prescription is a not a guarantee for adequately corrected vision nor would we be held liable for eyewear purchased using this prescriptionWe appreciate the opportunity to provide additional information based upon our records
We received and reviewed the complaint and appreciate the opportunity to provide clarificationIt is our practice to ensure patient/customer satisfaction and our services are driven by generally accepted standards of medical care for both vision and medical issues related to the eyes as well as
optical products prescribed and sold for vision correction.The response below is summarized based upon a review of the patient medical and patient accounting record and in consultation with our licensed providers.All optical customers sign/ affirm that warranties commence on the date of saleWarranty and pricing is reviewed with the customer at the time of purchase.Ms*** affirmed her knowledge of the warranty for both pairs of glasses she mentioned in her complaintThe warranty stated it commenced on 12/21/for one year and with a one- time replacementPlease see attached.Original glasses were picked up by husband on 12/30/and were returned on 01/07/with circular scratches on the clear pair and not satisfied with the sunglassesThis product was ordered and replaced, picked up by customer and satisfied on 01/18/Please see attached.The sunglasses were reordered and picked upon 02/23/due to patient dissatisfaction with tint colorSunglasses were delayed due to the lab sending the lens with incorrect tint color causing the delay for pick up until 02/23/Please see attached.This resulted in replacing her sunglasses lens once due to her dislike and second due to a lab issue with the colorThe clear pair was replaced once due to scratchesTo clarify, if the patient had returned the products again before expiration of the warranty we would have passed on an incremental courtesy extension.We were originally contacted on February 20, 2017, beyond the one year warranty dateThis resulted in our incapacity to extend any warrantyHowever, we attempted to negotiate with the lab on behalf of the patient to secure an extended warranty but the lab would not extend the warranty.We appreciated the opportunity to provide additional information based upon our records
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We received and reviewed the complaint and appreciate the opportunity to provide clarification. It is our practice to ensure patient/customer satisfaction and our services are driven by generally accepted standards of medical care for both vision and medical issues related to the eyes as well as...
optical products prescribed and sold for vision correction. The response below is summarized based upon a review of the patient medical and patient accounting record and in consultation with our licensed providers. The patient presented with a self-reported underlying medical condition. Patient attested to vision and medical coverage. Please see attachment. A comprehensive eye examination was performed. Due to chief complaint and discovery of vascular conditions, retinal photo was medically necessary to confirm diagnosis. This also included a refraction that determines vision correction needs resulting in a prescription. Due to medical condition, patient was referred to a retinal specialist. Patient did not comply but requested prescription for vision correction. It would not be in accordance with standards of care to release a prescription until the underlying condition is treated because vision acuity would vary. The only charge paid by the patient was the $80.00 co-pay required at the time of service as contractually required by the medical insurer and is not refundable. Vision insurance was not billed since the patient presented with a medical condition. Based upon the information listed above, we will release the prescription with the following limitations and exclusions. Patient will accept that the prescription was finalized based patient’s blood levels at the time, which vary continuously until controlled. Patient has not complied with specialist referral. Consequently, fulfillment of the prescription is a not a guarantee for adequately corrected vision nor would we be held liable for eyewear purchased using this prescription. We appreciate the opportunity to provide additional information based upon our records.
We received and reviewed the complaint and appreciate the opportunity to provide clarificationIt is our practice to ensure patient/customer satisfaction and our services are driven by generally accepted standards of medical care for both vision and medical issues related to the eyes as well as optical products prescribed and sold for vision correctionThe response below is summarized based upon a review of the patient medical and patient accounting record and in consultation with our licensed providersThe patient presented with a self-reported underlying medical conditionPatient attested to vision and medical coveragePlease see attachment A comprehensive eye examination was performedDue to chief complaint and discovery of vascular conditions, retinal photo was medically necessary to confirm diagnosisThis also included a refraction that determines vision correction needs resulting in a prescriptionDue to medical condition, patient was referred to a retinal specialistPatient did not comply but requested prescription for vision correctionIt would not be in accordance with standards of care to release a prescription until the underlying condition is treated because vision acuity would varyThe only charge paid by the patient was the $co-pay required at the time of service as contractually required by the medical insurer and is not refundableVision insurance was not billed since the patient presented with a medical conditionBased upon the information listed above, we will release the prescription with the following limitations and exclusionsPatient will accept that the prescription was finalized based patient’s blood levels at the time, which vary continuously until controlledPatient has not complied with specialist referralConsequently, fulfillment of the prescription is a not a guarantee for adequately corrected vision nor would we be held liable for eyewear purchased using this prescriptionWe appreciate the opportunity to provide additional information based upon our records
We received and reviewed the complaint and appreciate the opportunity to provide clarificationIt is our practice to ensure patient/customer satisfaction and our services are driven by generally accepted standards of medical care for both vision and medical issues related to the eyes as well as
optical products prescribed and sold for vision correction.The response below is summarized based upon a review of the patient medical and patient accounting record and in consultation with our licensed providers.All optical customers sign/ affirm that warranties commence on the date of saleWarranty and pricing is reviewed with the customer at the time of purchase.Ms*** affirmed her knowledge of the warranty for both pairs of glasses she mentioned in her complaintThe warranty stated it commenced on 12/21/for one year and with a one- time replacementPlease see attached.Original glasses were picked up by husband on 12/30/and were returned on 01/07/with circular scratches on the clear pair and not satisfied with the sunglassesThis product was ordered and replaced, picked up by customer and satisfied on 01/18/Please see attached.The sunglasses were reordered and picked upon 02/23/due to patient dissatisfaction with tint colorSunglasses were delayed due to the lab sending the lens with incorrect tint color causing the delay for pick up until 02/23/Please see attached.This resulted in replacing her sunglasses lens once due to her dislike and second due to a lab issue with the colorThe clear pair was replaced once due to scratchesTo clarify, if the patient had returned the products again before expiration of the warranty we would have passed on an incremental courtesy extension.We were originally contacted on February 20, 2017, beyond the one year warranty dateThis resulted in our incapacity to extend any warrantyHowever, we attempted to negotiate with the lab on behalf of the patient to secure an extended warranty but the lab would not extend the warranty.We appreciated the opportunity to provide additional information based upon our records
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We received and reviewed the complaint and appreciate the opportunity to provide clarification. It is our practice to ensure patient/customer satisfaction and our services are driven by generally accepted standards of medical care for both vision and medical issues related to the eyes as well as...
optical products prescribed and sold for vision correction. The response below is summarized based upon a review of the patient medical and patient accounting record and in consultation with our licensed providers. The patient presented with a self-reported underlying medical condition. Patient attested to vision and medical coverage. Please see attachment. A comprehensive eye examination was performed. Due to chief complaint and discovery of vascular conditions, retinal photo was medically necessary to confirm diagnosis. This also included a refraction that determines vision correction needs resulting in a prescription. Due to medical condition, patient was referred to a retinal specialist. Patient did not comply but requested prescription for vision correction. It would not be in accordance with standards of care to release a prescription until the underlying condition is treated because vision acuity would vary. The only charge paid by the patient was the $80.00 co-pay required at the time of service as contractually required by the medical insurer and is not refundable. Vision insurance was not billed since the patient presented with a medical condition. Based upon the information listed above, we will release the prescription with the following limitations and exclusions. Patient will accept that the prescription was finalized based patient’s blood levels at the time, which vary continuously until controlled. Patient has not complied with specialist referral. Consequently, fulfillment of the prescription is a not a guarantee for adequately corrected vision nor would we be held liable for eyewear purchased using this prescription. We appreciate the opportunity to provide additional information based upon our records.