I was a new patient and my mother has been a patient at this office for years. I called about two weeks before our appointments and scheduled both of us at the same time. I specifically made a new-patient appointment for myself and a returning-patient appointment for my mother. During that call, I provided my insurance information and said that my mother's insurance should already be on file. The person scheduling confirmed that it was.
When we arrived for our appointments, we were told at check-in that the office has not accepted my mother's insurance for approximately three years. This was the first time either of us had been told that. Had we been informed when I scheduled the appointment, or even when the appointments were confirmed, there would have been no issue. Instead, my mother came to an appointment that the office apparently knew her insurance would not cover.
What made the situation worse was how it was handled. The front desk was dismissive and unhelpful, and when my mother spoke with the office manager, the interaction was no better. The office manager also told her that the appointment had been made online. That is simply incorrect. I personally called the office and scheduled both appointments by phone, and I still have the call in my phone log.
My mother also pointed out that the office's website still listed her insurance as accepted, which made the lack of communication even more frustrating.
I did go forward with my own appointment, and I have no complaint about the eye doctor or the care I personally received. My issue is entirely with the scheduling, communication, and front-office handling of my mother's appointment. Insurance participation can change, and I understand that. But if an established patient's insurance is no longer accepted, that should be communicated when the appointment is scheduled, especially when insurance is specifically discussed during that phone call.
My mother ultimately left without receiving the eye exam she had scheduled. A simple heads-up two weeks ago would have prevented the entire situation. read more
