Opticare-Forks Vision Clinic

Initial Business Response /* (1000, 5, 2015/04/24) */
The patient received an eye examination March 24, and paid $($for her examination and refraction, and $for the contact lens fitting process which covers all office visits needed to fit contact lenses within days
from the exam date and one pair of diagnostic contact lenses)Fees are reviewed at the time of check outThe patient received a pair of diagnostic lenses at that appointment
The patient started the contact lens fitting process, scheduling an appointment April 11, She did not like the first pair of contact lenses so she received a different pair of diagnostic lenses at that appointmentOn April 21, the patient was called and a message was left for her to call back to follow up with the fitting process on the new lenses
On June 27, the patient called and said she would like to try the type of contacts she had at a different clinicThat day a call was placed to the other clinic to obtain the patient's previous contact lens informationThis information was forwarded to the patient's doctor who reviewed the info and ordered the contact lenses
Because the patient had not followed through with the contact lens fitting process within days of the examination, the fitting process was extendedAn appointment was made on July 11, at which time she received another pair of diagnostic lenses, the same type as she had from the previous clinicOn July 22, a message was left on the patient's cell phone following up with these new lenses and the contact lens fittingHer home phone was also called and the patient's dad said she was in Canada and he'd give her the message to call the clinic
The patient contacted the clinic on August 15, asking for a finalized contact lens prescriptionBecause she had not completed the fitting process with the new lenses there was no contact lens prescriptionAn attempt was made to schedule a fitting appointment so the prescription could be finalized but the patient did not schedule
On August 21, the patient called the clinic asking for a contact lens prescriptionShe was informed that would be possible as soon as she completed the fitting process on the new lenses so the prescription could be finalizedThe patient did say she would like to continue the fitting processThis conversation was relayed to the doctor and on August 22, the doctor spoke with the patient at which time they agreed on scheduling a fitting appointment at 8:AM on August 25, However the patient did not show up for the appointment
On September 26, the patient called and asked for her prescription and said she was in Winnipeg, Canada and did not care if the prescription was finalizedWhen it was explained that there is no contact lens prescription because the fitting has not been completed, the patient said she wanted to talk with a supervisorThe patient was given the clinical manager's name and she said she would call the clinical manager because she can't be calledThe patient did not call the clinical manager
On December 3, the patient called to request a copy of her glasses prescription and her contact lens prescriptionThe glasses prescription was mailed to her address on fileBecause the patient failed to follow through with her contact lens fitting appointments there was no contact lens prescription to sendTo help the patient finalize her contact lens prescription another fitting appointment was made for December 8, But on December 5, the patient spoke with the doctor and said she did not want to come for the appointment at this time and cancelled that appointment
On April 14, the patient called regarding a contact lens prescriptionAfter consulting with the doctor, the patient was called back on April 15, and was informed that the contact lens diagnostic period had expired because it had been over a year since her examinationMultiple opportunities had been made to help the patient complete the contact lens fitting process however she did not follow through with her appointmentsBecause she did not complete the process, the doctor was unable to finalize a contact lens prescription
In summary, the patient received her examination on March 24, 2014, and a copy of her glasses prescription determined at that appointment was mailed to the patient per her request on December 3, The patient received an extension for the contact lens fitting appointments beyond the day fitting periodOn multiple occasions fitting appointments were offered to finalize the contact lens prescriptionThree times the patient made appointments through this extensionShe showed for one appointment in July but did not show for appointments in August or December The patient received three pairs of diagnostic lensesOne pair was included in the fittingThe patient received the services she paid for and beyond
Additionally, on April 24, the doctor called the patient and left a message letting her know it is our desire to have a peaceful resolution and offered her a contact lens appointment at no charge where he will be able to finalize her contact lens prescriptionHe asked that she call him at the clinic
Initial Consumer Rebuttal /* (3000, 8, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not schedule an appointment in December the doctor did not tell me that I could get a new exam free of cost he told me that it was impossible as it was beyond the days I was not told at the time of checkout why I was paying 140+ nor was I told that it only lasted for six days I did miss my appointment in August I believe it was August or the 28th that I was scheduled but I was unable to make it as I was going to start university
Final Business Response /* (4000, 10, 2015/04/30) */
On April 24, the doctor offered the patient a contact lens appointment at no charge where he will be able to finalize her contact lens prescriptionHe asked that she call him at the clinicThe offer stands for her to call the doctor and schedule the no charge contact lens appointment to finalize her contact lens prescription

Please see the attached response and let me know if you need anything further.Thank you, RosFinancial ManagerOpticare-Forks Vision Clinic*** *** *** **East Grand Forks, MN