Southwestern Eye Center

A complete nightmare in the billing department. Once M&M Eye Institute in Prescott became affiliated with Southwestern Eye Center it became impossible to speak with a human to resolve an issue. All calls are routed elsewhere, bills paid on the date of service continue to appear, along with statements that they are past due. Copies of receipts are supplied over and over, still no resolution at all. A complaint will be filed with the FTC as all attempts, via telephone, fax and email, to have them correct their errors are not responded to.

To Whom It May Concern,
Thank you for bringing to my attention the above mentioned customer complaint. All employees of Southwestern Eye Center strive very hard to provide quality and compassionate care to our patients and its unfortunate that is not what the patient perceived. Our Business...

Office has reached out to the patient, left messages multiple times. to no avail or return call. The patient did in fact owe a co pay, see attached Explanation of Benefits, however the balance has been written off as a courtesy due to the miscommunication and customer service issues. An updated billing summary was sent to Mr. Taylor reflecting such. If you require additional information or have further questions please do not hesitate to contact me directly by phone or e-mail.
Sincerely,
[redacted]
Quality Management Coordinator
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]After completing my response, I click the "Proceed" tab which requested I log-in. I Lost everything.Once again, my complaint is about requesting a full refund for the poor and unsatisfactory service I received post eye surgery on Mar. 11th 2015. It was only hours after the surgery when the pressure in my left eye increased to an unbearable level. ( I later learn was 88) Because my eye pressure was increasing rapidly, I contacted the doctor on-call for Southwestern Eye Clinic (SWEC). He suggested I apply a cold or ice pack to the eye. But, I must go to the Clinic first thing in the morning "I will inform the clinic of your arrival; they open at 08:30 AM" he said. On my way to the Clinic, I called ahead and was surprise when the receptionist informed me she received no such emergency request and she will have to place me on the regular schedule. I signed in on arrival and even though I was in excruciating pain, I was asked to sit and wait. By the time I was called to the examination room, I was nausus and throwing-up several times. (I was told its because of the pressure in my eye) I saw [redacted] and after her examination "I need to speak with [redacted] something is not right" she said. (I later learn the pressure in my eye was 88) After several failed attempts to reach [redacted] I was told he's working in Mesa. I was also told if I want to see him I wouid have to drive over there. I refuse to go to Mesa and that's when I was referred to another doctor who is not with SWEC but, two doors over. This new doctor was able to figure out what causes the extremely high pressure in my eye but, insist an speaking to the doctor who performed the surgery. Again, multiple attempts were made to locate [redacted] with no success. After several hours of waiting for something to change the pressure in my eye, I was asked to go see Dr. [redacted] at [redacted]. After [redacted] examination he too requested to speak with Dr [redacted]. After his first two attempts failed to locate Dr [redacted] instructed his assistant to leave a tex infotming Dr [redacted] to contact him ASAP. [redacted] was able to reduced the pressure to 55 when about 4:00pm or 5:00pm Dr [redacted] respond for the first time since about 9:30am of the same day. I finally left [redacted]'s office between 7:00 or 8:00pm that evening. I am currently being cared for by [redacted] taking multiple eye drop over that period of time to current.SWEC Quality manager said the doctor reach out to me. That's after I got the Revdex.com involve. This is not about me getting my refund even though the refund is now inadequate compared to additional drug expenses and my eye is not yet corrected as per previous plans.SWEC On-line Documented Process:Quality of Care — Southwestern will continually strive to provide a pleasant, compassionate and totally satisfying experience for all our patients.Quality of Life — Southwestern will do whatever is possible to assist our patients and staff to enhance their physical and emotional well being.Quality of Service — Southwestern will endeavor to create a spirit of teamwork, pride and professionalism among all employees that will encourage continuous career achievement in order to offer the highest level of service to our patients.LASIK or Laser in-[redacted] treats refractive errors by reshaping or flattening the curve of the corneal tissue beneath the surface of the cornea using the excimer laser. The excimer laser is able to create extremely accurate, intense pulses of light that produce very little heat and leave surrounding tissue untouched. LASIK uses a beam of cool light to reshape the top layer (less than 10 percent) of the cornea, so that images focus correctly on the retina. The computer, controlled by your LASIK eye surgeon, is used to precisely calculate the exact amount of cornea that needs to be removed for each person's individual eyes. Numerous tests will be done on the eyes to achieve the measurements that will be treated with the laser.According to the process mentioned above: "Numerous tests will be done on the eyes to achieve the measurements that will be treated with the laser" I don't recall when this was done and there was mentioned by the doctor.FYI: I am retired after 15 years of service as a Quality and Process AuditorOSHA requirement "do what you say, and say what you do"This is not about nmy refund!Regards,[redacted] 

Regards,

Daniel [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]After completing my response, I click the "Proceed" tab which requested I log-in. I Lost everything.Once again, my complaint is about requesting a full refund for the poor and unsatisfactory service I received post eye surgery on Mar. 11th 2015. It was only hours after the surgery when the pressure in my left eye increased to an unbearable level. ( I later learn was 88) Because my eye pressure was increasing rapidly, I contacted the doctor on-call for Southwestern Eye Clinic (SWEC). He suggested I apply a cold or ice pack to the eye. But, I must go to the Clinic first thing in the morning "I will inform the clinic of your arrival; they open at 08:30 AM" he said. On my way to the Clinic, I called ahead and was surprise when the receptionist informed me she received no such emergency request and she will have to place me on the regular schedule. I signed in on arrival and even though I was in excruciating pain, I was asked to sit and wait. By the time I was called to the examination room, I was nausus and throwing-up several times. (I was told its because of the pressure in my eye) I saw [redacted] and after her examination "I need to speak with [redacted] something is not right" she said. (I later learn the pressure in my eye was 88) After several failed attempts to reach [redacted] I was told he's working in Mesa. I was also told if I want to see him I wouid have to drive over there. I refuse to go to Mesa and that's when I was referred to another doctor who is not with SWEC but, two doors over. This new doctor was able to figure out what causes the extremely high pressure in my eye but, insist an speaking to the doctor who performed the surgery. Again, multiple attempts were made to locate [redacted] with no success. After several hours of waiting for something to change the pressure in my eye, I was asked to go see Dr. [redacted] at [redacted]. After [redacted] examination he too requested to speak with Dr [redacted]. After his first two attempts failed to locate Dr [redacted], [redacted] instructed his assistant to leave a tex infotming Dr [redacted] to contact him ASAP. [redacted] was able to reduced the pressure to 55 when about 4:00pm or 5:00pm Dr [redacted] respond for the first time since about 9:30am of the same day. I finally left [redacted]'s office between 7:00 or 8:00pm that evening. I am currently being cared for by [redacted] taking multiple eye drop over that period of time to current.SWEC Quality manager said the doctor reach out to me. That's after I got the Revdex.com involve. This is not about me getting my refund even though the refund is now inadequate compared to additional drug expenses and my eye is not yet corrected as per previous plans.SWEC On-line Documented Process:Quality of Care — Southwestern will continually strive to provide a pleasant, compassionate and totally satisfying experience for all our patients.Quality of Life — Southwestern will do whatever is possible to assist our patients and staff to enhance their physical and emotional well being.Quality of Service — Southwestern will endeavor to create a spirit of teamwork, pride and professionalism among all employees that will encourage continuous career achievement in order to offer the highest level of service to our patients.LASIK or Laser in-[redacted] treats refractive errors by reshaping or flattening the curve of the corneal tissue beneath the surface of the cornea using the excimer laser. The excimer laser is able to create extremely accurate, intense pulses of light that produce very little heat and leave surrounding tissue untouched. LASIK uses a beam of cool light to reshape the top layer (less than 10 percent) of the cornea, so that images focus correctly on the retina. The computer, controlled by your LASIK eye surgeon, is used to precisely calculate the exact amount of cornea that needs to be removed for each person's individual eyes. Numerous tests will be done on the eyes to achieve the measurements that will be treated with the laser.According to the process mentioned above: "Numerous tests will be done on the eyes to achieve the measurements that will be treated with the laser" I don't recall when this was done and there was mentioned by the doctor.FYI: I am retired after 15 years of service as a Quality and Process AuditorOSHA requirement "do what you say, and say what you do"This is not about nmy refund!Regards,[redacted] 

Regards,

Daniel [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

To Whom it May Concern,Thank you for bringing this complaint to Southwestern Eye Center's attention. The patient's husband was contacted this morning, 04/17/14, and informed we will be honoring our commitment. Unfortunately, we made a mistake and misinformed the patient however we will...

honor what we stated and are processing a refund. Sincerely,[redacted]Quality Management Coordinator###-###-####

To Whom it May Concern,Thank you for bringing to my attention the complaint Mr. [redacted] reported regarding the care he received with [redacted]. [redacted] along with all employees of Southwestern Eye Center strive very hard to provide quality, compassionate care to...

our patients and it’s unfortunate Mr. [redacted] feels that is not the service he received. [redacted] personally reached out to the patient 04/12/15 to discuss his concerns. A refund was processed 04/16 to Mr. [redacted]'s card for his prepayment. Please do not hesitate to contact me if there are any further questions or concerns. Sincerely, [redacted]Quality Management Coordinator Corporate Office[redacted]Mesa, AZ 85213Ph: ###-###-#### ext: 11280Fx: ###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted].
I received this reply by the Revdex.com today 10/27/15. I spoke with Stephanie on October 9th. She explained they have issues with their outside vendor Revenue Cycle Management and there was a total breakdown of communication between the vendor and SEC. As a courtesy of the amount of time that went by and the issues I had SEC waived the $25 in good faith.
Funny thing three days later I received a bill again but two days later I received a letter stating the balance would be waive and I would receive confirmation which I did a few days later.
Comedy of errors and lack of communication was the issue but ultimately 15 months later resolved.
This complaint can be closed out and marked as resolved.
 
 
 
 
 

Regards,

Thomas [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted].
I received this reply by the Revdex.com today 10/27/15. I spoke with Stephanie on October 9th. She explained they have issues with their outside vendor Revenue Cycle Management and there was a total breakdown of communication between the vendor and SEC. As a courtesy of the amount of time that went by and the issues I had SEC waived the $25 in good faith.
Funny thing three days later I received a bill again but two days later I received a letter stating the balance would be waive and I would receive confirmation which I did a few days later.
Comedy of errors and lack of communication was the issue but ultimately 15 months later resolved.
This complaint can be closed out and marked as resolved.
 
 
 
 
 

Regards,

Thomas [redacted]

To Whom it May Concern,Thank you for bringing to my attention the grievance reported by Mr. [redacted] regarding his billingissues. Southwestern Eye Center strives very hard to provide quality,compassionate care and excellent customer service to our patients. It...

isextremely unfortunate this is not the experience Mr. [redacted] had when dealing withour business office.  Southwestern Eye Center utilizes two outside vendors in conjunction with our internal billing department and unfortunately there was a lack of communication regarding Mr. [redacted]’s account.Mr. [redacted]’s account was reviewed internally and given his chief complaint anddiagnosis, billing his vision insurance would not be appropriate nor would itbe covered. However, for the inconvenience we caused Mr. [redacted] and as a courtesywe have adjusted Mr. [redacted]’s account to reflect a zero balance. I reached out to Mr. [redacted] however; I have yet to speak to him. I will inform him of our internal review along with the courtesy balance adjustment. Our business office will also send a statementto reflect a zero balance. Thank you again for bringing this complaint to my attention. As with any complaint, it is unfortunate a patienthad a less then positive experience however we will use this as an opportunity to learn and become even better at our jobs. If you have any further questions, concerns or require additional information please do not hesitate to contactme. Sincerely,Stephanie D[redacted]Quality Management CoordinatorCorporate Office [redacted] Mesa, AZ 85213Ph: ###-###-####Fx: ###-###-####

To Whom it May Concern, Thank you for bringing to my attention the grievance reported by Mr. [redacted] regarding his experience at our Sun City location. Southwestern Eye Center strives very hard to provide quality, compassionate care andexcellent customer service...

to our patients and it is unfortunate Mr. [redacted] feels differently. Southwestern Eye Center does have a process in place to ensure the correct lens is implanted. Our providers choose the lens ahead of time in an effort to minimize any discrepancies.  The lens is verified by the Surgery Coordinator, Nursing Staff and the Physician prior to the start of the procedure. In the case of Mr. [redacted], it is extremely unfortunate our process failed to ensure the correct lens was implanted. Dr. M[redacted] along with all providers and staff at Southwestern Eye Center care a great deal about our patients. If there is anything we can do to provide for Mr. [redacted] eye care now or in the future I would be more than willing and happy to arrange that. We can also schedule Mr. [redacted] for a second opinion if he would prefer. We want to ensure our patients are happy and satisfied with the care provided. Please do not hesitate to contact me for additional information or questions. Sincerely,Stephanie D[redacted]Quality Management Coordinator Corporate Office2610 E. University DriveMesa, AZ 85213Ph: (480) 892-8400 ext: 11280Fx: (480) 833-6246

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did not receive the reply from the business. It is sad that the business admits failue in their process to ensure the correct lens is used. "The lens is verified by the Surgery Coordinator, Nursing Staff and the Physician prior to the start of the procedure. In the case of Mr. [redacted], it is extremely unfortunate our process failed to ensure the correct lens was implanted." I do not see where they will correct their process to ensure another patient does not experience this.   I would not feel comfortable letting any them do any more damage.  Please add this to your records!  Thank you, [redacted]

after being given an appointment for 1410 hours 28 dec 2015, I waited 62 minutes after the clerk told me it would be a FEW minutes. when the appoint was made I was not informed that I was a FILL IN and would TRY to be seen. could not wait any longer so I departed

To Whom It May Concern,

Thank you for bringing to my attention the above mentioned customer complaint. All employees of Southwestern Eye Center strive very hard to provide quality and compassionate care to our patients and its unfortunate that is not what the patient perceived. Our...

Business Office has reached out to the patient, left messages multiple times. to no avail or return call. The patient did in fact owe a co pay, see attached Explanation of Benefits, however the balance has been written off as a courtesy due to the miscommunication and customer service issues. An updated billing summary was sent to Mr. Taylor reflecting such. If you require additional information or have further questions please do not hesitate to contact me directly by phone or e-mail.

Sincerely,

Quality Management Coordinator

I was billed for some glasses that I purchased in Cottonwood Arizona. I never received a bill for the glasses. I assumed that my insurance had covered the amount. Next thing I know I am getting a notice from a collection agency wanting money. I called Southwestern Eye Center and the people were very rude to me. I would not recommend this place to anyone. This was three months after receiving my glasses I am sent to a collection agency.

To Whom it May Concern,Thank you for bringing to my attention the complaint reported by Ms. [redacted] regarding her and her children's charge of the $45 refraction fee.  This was an oversight on our part and we sincerely apologize for the inconvenience it has caused Ms. [redacted]. Her...

insurances' Explanation of Benefits (EOB) did not specifically state to adjust off the refraction as "inclusive." However, Ms. [redacted] is correct and her insurance does consider the refraction to be part of the exam and does not reimburse separately for it. The refraction charges on Ms. [redacted], her son and daughters accounts have been removed/adjusted. We will also refund her $45 payment once it is received as she indicated in her complaint. Her account has been flagged to ensure the refund will be taken care of in a timely manner. Ms. [redacted]'s complaints regarding the multiple phone calls, being hung up on, and unanswered voicemails is unacceptable and have been shared with the Director of that department. We will ensure staff are properly trained and follow protocol when addressing such concerns. I left a message on the number provided by Ms. [redacted] with my name and contact information. I will follow up with her to relay the information I have included in this correspondence. Thank you again for bringing this complaint to my attention. Southwestern Eye Center strives very hard to provide quality,compassionate care and excellent customer service to our patients and it is unfortunate Ms. [redacted] feels that is not the service she received. We will use this as a learning experience in an effort to improve our current workflow and process. If you have any further questions, concerns or require additional information please do not hesitate to contact me. Sincerely,[redacted]Quality Management Coordinator