Revdex.com: 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 Revdex.com: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-inI Lost everything.Once again, my complaint is about requesting a full refund for the poor and unsatisfactory service I received post eye surgery on Mar11th 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 eyeBut, I must go to the Clinic first thing in the morning "I will inform the clinic of your arrival; they open at 08:AM" he saidOn 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 scheduleI signed in on arrival and even though I was in excruciating pain, I was asked to sit and waitBy the time I was called to the examination room, I was nausus and throwiseveral 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 MesaI was also told if I want to see him I wouid have to drive over thereI refuse to go to Mesa and that's when I was referred to another doctor who is not with SWEC but, two doors overThis 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 surgeryAgain, multiple attempts were made to locate [redacted] with no successAfter 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 when about 4:00pm or 5:00pm Dr [redacted] respond for the first time since about 9:30am of the same dayI finally left [redacted] ***'s office between 7:or 8:00pm that eveningI 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 meThat's after I got the Revdex.com involveThis 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 laserThe excimer laser is able to create extremely accurate, intense pulses of light that produce very little heat and leave surrounding tissue untouchedLASIK uses a beam of cool light to reshape the top layer (less than percent) of the cornea, so that images focus correctly on the retinaThe 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 eyesNumerous 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 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]
To Whom it May Concern,Thank you for bringing to my attention the complaint Mr. *** reported regarding the care he received with *** *** *** along with all employees of Southwestern Eye Center strive very hard to provide quality, compassionate care to our patients
and it’s unfortunate Mr*** feels that is not the service he received*** *** personally reached out to the patient 04/12/to discuss his concernsA refund was processed 04/to Mr***'s card for his prepaymentPlease do not hesitate to contact me if there are any further questions or concernsSincerely, *** ***Quality Management Coordinator Corporate Office*** ** *** ***Mesa, AZ 85213Ph: ###-###-#### ext: 11280Fx: ###-###-####
Revdex.com:
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 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
To Whom It May Concern,Thank you for bringing to my attention the grievance reported by Ms. [redacted] regarding her glasses at our Tempe location. Southwestern Eye Center (SEC) strives very hard to provide quality, compassionate care, and excellent customer service to our patients. It is...
extremely unfortunate Ms. [redacted] feels this is not what she experienced. I spoke with Ms. [redacted], as well as the Office Manager and Optician at our Tempe location. SEC providers guarantee glasses prescriptions for 90 days, as well as provide prescription rechecks at no additional cost. Ms. [redacted] was unwilling to come into the office for a prescription recheck with the provider or to see an optician to ensure a proper fit or if an adjustment was necessary. As with any glasses prescription, especially progressive biofocals which Ms. [redacted] had, many factors come into play to ensure a proper fit. SEC's policy is to implement a 25% restocking fee, for all glasses returned, which is displayed in the optical as well as noted on Ms. [redacted]'s receipt. As with any complaint it is unfortunate we did not provide the quality of care Ms. [redacted] would have expected at Southwestern Eye Center. As previously stated, SEC strives very hard to provide excellent customer service and therefor will be honoring a full refund to Ms. [redacted] despite SEC's policy.Please do not hesitate to contact me should you have any questions or require additional information. Sincerely,Stephanie D[redacted]Quality Management Coordinator[redacted]@sweye.com###-###-####
Revdex.com:
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.
Revdex.com: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] [redacted]. After [redacted] [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] [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] [redacted]'s office between 7:00 or 8:00pm that evening. I am currently being cared for by [redacted] [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]
Revdex.com:
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.Also, I would like to note that I returned the glasses to the facility in an effort to have them repaired. At that time, I was told by a member of the staff that there are two different facilities that are used to make the eye glasses. I was informed that the glasses would be sent to the second facility in order to widen the scope of the lenses. This didn't make sense to me; however, I agreed. When I received the eye glasses back, they were exactly the same. I made the decision to ask for a full refund when I realized the incompetence of the facility and the staff at the eye center.Regards,
[redacted]
Revdex.com:
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]
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 Ms. [redacted] regarding her glasses refund at our Cottonwood office. Southwestern Eye Center (SEC) strives very hard to provide quality, compassionate care, and excellent customer service to our patients and it...
is unfortunate that is not what Ms. [redacted] experienced. I reached to Ms. [redacted] by phone, to no avail, as well as sent her an e-mail to apologize for her experience. As well as inform her the refund check for her glasses was sent in the mail Friday, January 19th. As with any complaint, it is unfortunate we did not provide the quality of care Ms. [redacted] would have expected at Southwestern Eye Center. We will continue to educate and train our staff in an effort to provide the best quality care possible. Please do not hesitate to contact me should you have any questions or require additional information.Sincerely,Stephanie D[redacted]Director of Surgical Quality. [redacted]
To Whom it My Concern,I spoke to Ms. [redacted] 3/15/17 to apologize for any confusion. Southwestern Eye Center's system indicates Ms. [redacted] paid $146 for her glasses which is the exact amount she was refunded. Ms. [redacted] stated she paid $190 for her glasses and had a receipt she could provide me indicating that amount. I informed Ms. [redacted] I could process the additional refund amount for her glasses once I receive a copy of the receipt. I apologized again for the confusion and any oversight on my part. Ms. [redacted] stated she would provide the receipt to me on 3/16. Ms. [redacted] called me the morning of 3/16 indicating she reviewed her paperwork and was mistaken. She did not pay $190 for her glasses however this was the billable amount for her exam on 12/28/16. I confirmed with Ms. [redacted] that she did receive the total amount paid for her glasses and she agreed. Ms. [redacted] then requested her copay of $10 also be refunded. As a courtesy, Southwestern Eye Center will also refund Ms. [redacted] the $10. I informed Ms. [redacted] the refund would be processed on 3/23 and she should receive the check shortly after. This matter is resolved and Ms. [redacted] received a full refund for the eye glasses she purchased of $146. Sincerely, Stephanie D[redacted]
Revdex.com: 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 Revdex.com: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-inI Lost everything.Once again, my complaint is about requesting a full refund for the poor and unsatisfactory service I received post eye surgery on Mar11th 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 eyeBut, I must go to the Clinic first thing in the morning "I will inform the clinic of your arrival; they open at 08:AM" he saidOn 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 scheduleI signed in on arrival and even though I was in excruciating pain, I was asked to sit and waitBy the time I was called to the examination room, I was nausus and throwiseveral 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 MesaI was also told if I want to see him I wouid have to drive over thereI refuse to go to Mesa and that's when I was referred to another doctor who is not with SWEC but, two doors overThis 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 surgeryAgain, multiple attempts were made to locate [redacted] with no successAfter 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 when about 4:00pm or 5:00pm Dr [redacted] respond for the first time since about 9:30am of the same dayI finally left [redacted] ***'s office between 7:or 8:00pm that eveningI 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 meThat's after I got the Revdex.com involveThis 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 laserThe excimer laser is able to create extremely accurate, intense pulses of light that produce very little heat and leave surrounding tissue untouchedLASIK uses a beam of cool light to reshape the top layer (less than percent) of the cornea, so that images focus correctly on the retinaThe 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 eyesNumerous 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 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]
To Whom it May Concern,Thank you for bringing to my attention the complaint Mr. *** reported regarding the care he received with *** *** *** along with all employees of Southwestern Eye Center strive very hard to provide quality, compassionate care to our patients
and it’s unfortunate Mr*** feels that is not the service he received*** *** personally reached out to the patient 04/12/to discuss his concernsA refund was processed 04/to Mr***'s card for his prepaymentPlease do not hesitate to contact me if there are any further questions or concernsSincerely, *** ***Quality Management Coordinator Corporate Office*** ** *** ***Mesa, AZ 85213Ph: ###-###-#### ext: 11280Fx: ###-###-####
Revdex.com:
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 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
To Whom It May Concern,Thank you for bringing to my attention the grievance reported by Ms. [redacted] regarding her glasses at our Tempe location. Southwestern Eye Center (SEC) strives very hard to provide quality, compassionate care, and excellent customer service to our patients. It is...
extremely unfortunate Ms. [redacted] feels this is not what she experienced. I spoke with Ms. [redacted], as well as the Office Manager and Optician at our Tempe location. SEC providers guarantee glasses prescriptions for 90 days, as well as provide prescription rechecks at no additional cost. Ms. [redacted] was unwilling to come into the office for a prescription recheck with the provider or to see an optician to ensure a proper fit or if an adjustment was necessary. As with any glasses prescription, especially progressive biofocals which Ms. [redacted] had, many factors come into play to ensure a proper fit. SEC's policy is to implement a 25% restocking fee, for all glasses returned, which is displayed in the optical as well as noted on Ms. [redacted]'s receipt. As with any complaint it is unfortunate we did not provide the quality of care Ms. [redacted] would have expected at Southwestern Eye Center. As previously stated, SEC strives very hard to provide excellent customer service and therefor will be honoring a full refund to Ms. [redacted] despite SEC's policy.Please do not hesitate to contact me should you have any questions or require additional information. Sincerely,Stephanie D[redacted]Quality Management Coordinator[redacted]@sweye.com###-###-####
Revdex.com:
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.
Revdex.com: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] [redacted]. After [redacted] [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] [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] [redacted]'s office between 7:00 or 8:00pm that evening. I am currently being cared for by [redacted] [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]
Revdex.com:
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.Also, I would like to note that I returned the glasses to the facility in an effort to have them repaired. At that time, I was told by a member of the staff that there are two different facilities that are used to make the eye glasses. I was informed that the glasses would be sent to the second facility in order to widen the scope of the lenses. This didn't make sense to me; however, I agreed. When I received the eye glasses back, they were exactly the same. I made the decision to ask for a full refund when I realized the incompetence of the facility and the staff at the eye center.Regards,
[redacted]
Revdex.com:
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]
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 Ms. [redacted] regarding her glasses refund at our Cottonwood office. Southwestern Eye Center (SEC) strives very hard to provide quality, compassionate care, and excellent customer service to our patients and it...
is unfortunate that is not what Ms. [redacted] experienced. I reached to Ms. [redacted] by phone, to no avail, as well as sent her an e-mail to apologize for her experience. As well as inform her the refund check for her glasses was sent in the mail Friday, January 19th. As with any complaint, it is unfortunate we did not provide the quality of care Ms. [redacted] would have expected at Southwestern Eye Center. We will continue to educate and train our staff in an effort to provide the best quality care possible. Please do not hesitate to contact me should you have any questions or require additional information.Sincerely,Stephanie D[redacted]Director of Surgical Quality. [redacted]
To Whom it My Concern,I spoke to Ms. [redacted] 3/15/17 to apologize for any confusion. Southwestern Eye Center's system indicates Ms. [redacted] paid $146 for her glasses which is the exact amount she was refunded. Ms. [redacted] stated she paid $190 for her glasses and had a receipt she could provide me indicating that amount. I informed Ms. [redacted] I could process the additional refund amount for her glasses once I receive a copy of the receipt. I apologized again for the confusion and any oversight on my part. Ms. [redacted] stated she would provide the receipt to me on 3/16. Ms. [redacted] called me the morning of 3/16 indicating she reviewed her paperwork and was mistaken. She did not pay $190 for her glasses however this was the billable amount for her exam on 12/28/16. I confirmed with Ms. [redacted] that she did receive the total amount paid for her glasses and she agreed. Ms. [redacted] then requested her copay of $10 also be refunded. As a courtesy, Southwestern Eye Center will also refund Ms. [redacted] the $10. I informed Ms. [redacted] the refund would be processed on 3/23 and she should receive the check shortly after. This matter is resolved and Ms. [redacted] received a full refund for the eye glasses she purchased of $146. Sincerely, Stephanie D[redacted]