Vision Care Center

June 26, 2015In response to complaint ID [redacted] Attn: [redacted] , Complaint Handler, ext ***In response to complaint dated June 15, 2015.We saw this patient on 4/10/for contact lens evaluation which includes a teaching session toensure the patient can safely insert and remove the contact lenses consecutive times before taking thelenses home for useDuring the initial appointment the patient is fit in a specific lens for their eye.This patient's prescription called for what is referred to as a toric lens fitThis is a specialty lens whichsometimes requires a recheck to make sure the prescription is crisp and clearThis recheck is includedin the initial contact lens exam feeWhen a patient returns for a recheck, they come back wearing theinitial lens that was prescribed, and the doctor will put lenses in front of their eyes to determine asharper, more crisp lens fitAgain, this is not uncommon with a loric lens and would have beenincluded with the initial contact lens evaluation fee.The contact lens fee the patient paid on 4/10/allowed her the initial visit which included anextensive teaching session with the doctorThis initial appointment is qllite lengthy in time due to theteachingShe returned on 4/29/for another teaching session (which was included in her initialcontact fee, there was no charge for this visit)She was instructed after her second visit that in orderto be successful in properly removing contact lenses that she should have her long fingernails removed.The patient was having such great difficulty getting the lenses out of her eye, she had to return to theoffice after her visit because she could not get them out of her eyes and she stated she was in a lot ofpain from tryingThe doctor was seeing other patients at this timeHe had to interrupt otherappointments to remove the contact lenses from the patients eyesAt this time she was rescheduledfor 5/6/2015, the contact lenses remained in the office, and she was instructed to have her fingernailsshortened or removedShe then called and rescheduled her appointment on 5/6/because shehad not had her nails taken care ofShe was rescheduled again for 5/27/She also was notcharged on 5/27/2015, this was visit was covered by the initial feeShe was finally successful with herlenses and was able to take them home, but continued to insist she remove them the way that was notrecommended by the doctor, a health care professionalShe did eventually rip the lens, most likelydue to her method of removalWe reordered another set of trials for her so the doctor could proceedto the part of the exam that we would criSp her prescriptionShe was not charged any additionalshipping fees for this additional trial pair of lenses which is normally only included with the initial feeand covers ONE set of trial lensesShe was going to be rescheduled for her final prescription check(which again, was induded in her initial fee) when the incident occurred in the office.The patient came into the office on 6/11/and verbalized her disappointment in the process ofcontact lens fittingShe was not swore at, she was not called a glamour girl, no one slammed surfacesor anything of the sortShe has verbalized her problems with anxiety in the office and while wesympathize with any disorder, we stand by our service and she was given professional attention andinstructionShe was being instructed the proper way to remove a contact lens and she simply did notwant to follow the advice of a health care professional and consequently ended up ripping her contactlensThere is a right and a wrong way to remove and insert contact lensesThat is why some peopleare successful and some are notThere will be no refund due the amount of time that was spent withthe patient.In regards to the patient records: lt is our policy, just as any other medical practice, that we have 24hours to release records to the patientThe doctor must review records before they are released to thepatientOn 6/11/the patient did request her records and proceeded to cause a scene in theoffice due to the fact she wanted them on demandThe doctor had scheduled appointments andcould not accommodate her immediate requestRecords were pulled for review and would have beenready for her in hoursWithin one half hour the police did show up at our officeTheir reactionwas slightly different than what the patient describesThey were very sympathetic to our front deskgirl stating "We really have more important matters to attend to could you just appease her." Nolegal action was going to be taken, because there was none to takeThere was no need to call the policeand create such unrest in the officeThe doctor, again, interrupted his patient schedule to review hercharts so they could be copied for her to take and the police could return to more important tasks.We are sorry we were unable to accommodate her, but we did trySometimes it is best to move ontoanother provider if the relationship is not workingHowever, we did supply outstanding service whileshe was here, and we stand by that.Please contact me with any further issues.Sincerely,DrCraig PH [redacted] OD PC

June 26, 2015In response to complaint ID [redacted]Attn: [redacted], Complaint Handler, ext [redacted]In response to complaint dated June 15, 2015.We saw this patient on 4/10/2015 for contact lens evaluation which includes a teaching session toensure the patient can safely insert and remove the contact lenses 3...

consecutive times before taking thelenses home for use. During the initial appointment the patient is fit in a specific lens for their eye.This patient's prescription called for what is referred to as a toric lens fit. This is a specialty lens whichsometimes requires a recheck to make sure the prescription is crisp and clear. This recheck is includedin the initial contact lens exam fee. When a patient returns for a recheck, they come back wearing theinitial lens that was prescribed, and the doctor will put lenses in front of their eyes to determine asharper, more crisp lens fit. Again, this is not uncommon with a loric lens and would have beenincluded with the initial contact lens evaluation fee.The contact lens fee the patient paid on 4/10/2015 allowed her the initial visit which included anextensive teaching session with the doctor. This initial appointment is qllite lengthy in time due to theteaching. She returned on 4/29/2015 for another teaching session (which was included in her initialcontact fee, there was no charge for this visit). She was instructed after her second visit that in orderto be successful in properly removing contact lenses that she should have her long fingernails removed.The patient was having such great difficulty getting the lenses out of her eye, she had to return to theoffice after her visit because she could not get them out of her eyes and she stated she was in a lot ofpain from trying. The doctor was seeing other patients at this time. He had to interrupt otherappointments to remove the contact lenses from the patients eyes. At this time she was rescheduledfor 5/6/2015, the contact lenses remained in the office, and she was instructed to have her fingernailsshortened or removed. She then called and rescheduled her appointment on 5/6/2015 because shehad not had her nails taken care of. She was rescheduled again for 5/27/2015. She also was notcharged on 5/27/2015, this was visit was covered by the initial fee. She was finally successful with herlenses and was able to take them home, but continued to insist she remove them the way that was notrecommended by the doctor, a health care professional. She did eventually rip the lens, most likelydue to her method of removal. We reordered another set of trials for her so the doctor could proceedto the part of the exam that we would criSp her prescription. She was not charged any additionalshipping fees for this additional trial pair of lenses which is normally only included with the initial feeand covers ONE set of trial lenses. She was going to be rescheduled for her final prescription check(which again, was induded in her initial fee) when the incident occurred in the office.The patient came into the office on 6/11/2015 and verbalized her disappointment in the process ofcontact lens fitting. She was not swore at, she was not called a glamour girl, no one slammed surfacesor anything of the sort. She has verbalized her problems with anxiety in the office and while wesympathize with any disorder, we stand by our service and she was given professional attention andinstruction. She was being instructed the proper way to remove a contact lens and she simply did notwant to follow the advice of a health care professional and consequently ended up ripping her contactlens. There is a right and a wrong way to remove and insert contact lenses. That is why some peopleare successful and some are not. There will be no refund due the amount of time that was spent withthe patient.In regards to the patient records: .... lt is our policy, just as any other medical practice, that we have 24hours to release records to the patient. The doctor must review records before they are released to thepatient. On 6/11/2015 the patient did request her records and proceeded to cause a scene in theoffice due to the fact she wanted them on demand. The doctor had scheduled appointments andcould not accommodate her immediate request. Records were pulled for review and would have beenready for her in 24 hours. Within one half hour the police did show up at our office. Their reactionwas slightly different than what the patient describes. They were very sympathetic to our front deskgirl stating .... "We really have more important matters to attend to .... could you just appease her." Nolegal action was going to be taken, because there was none to take. There was no need to call the policeand create such unrest in the office. The doctor, again, interrupted his patient schedule to review hercharts so they could be copied for her to take and the police could return to more important tasks.We are sorry we were unable to accommodate her, but we did try. Sometimes it is best to move ontoanother provider if the relationship is not working. However, we did supply outstanding service whileshe was here, and we stand by that.Please contact me with any further issues.Sincerely,Dr. Craig P. H[redacted] OD PC