2nd update in response to the business owner, Scott:
Scott,…read moreplease don't deflect my concerns by referring to privacy laws and your office records. My concern is the lack of response and proper follow-up from your staff.
To clarify, my original review was regarding an incident involving my husband on 9/16. He called your office because his previous emails and text messages regarding his medical records had not received a response. No one answered his phone call. Instead, he received a text instructing him to communicate with the office by text--even though he had already been trying to reach your staff by both email and text without getting a response to his request.
As for my own experience, I have also had difficulty getting my questions properly addressed. I have received repetitive or generic text responses that did not actually answer what I was asking. Simply sending a text within 24 hours does not mean that a patient's question or request has been addressed.
We have been patients at your office for over seven years, and this review reflects our actual recent experiences. The issue is not whether your records show that a text was sent. The issue is the lack of meaningful responses, follow-up, and communication when patients are trying to get assistance.
Rather than focusing on defending your office's response-time records, I hope you will take this feedback seriously and improve how your staff communicates with and follows up with patients.
Update -To the business owner, Scott:
I would like to clarify that the incident regarding the unanswered emails, texts, and medical record request happened to my husband over the past two weeks.
As for my own experience, every time I have communicated with your staff by text, I have received the same repetitive responses rather than a clear answer addressing my actual question or concern. This has made the communication feel extremely unhelpful and frustrating.
Scott, I strongly suggest that you provide better training to your staff on how to communicate with patients, respond to questions directly, and properly follow up on requests. After being patients at your office for over 7 years, we know the level of service and communication we used to receive, and unfortunately, our recent experiences have been very disappointing.
Original post-
I hate to leave a negative review, especially since we have been coming to this optometry office for over 7 years. Our communication with the staff had always been fine until recently.
For the past two weeks, we have been emailing and texting the office to request a copy of our latest medical records. After receiving no response, we called the office and left a voicemail, but no one answered. We then received a text asking us to communicate with them by text instead.
It is extremely frustrating and ridiculous that we were asked to text them after no one answered our call, yet they still did not respond to our text messages. We have continued trying to contact the office by phone, email, and text, but have not received a response. As of today, we still have not received the medical records we requested.
After being patients here for more than 7 years, this experience has been extremely disappointing. Obtaining your own medical records should not require repeated emails, text messages, and phone calls over a period of weeks.
I hope the office takes this feedback seriously and improves its communication and responsiveness. For anyone considering this optometry office, I recommend taking our recent experience into consideration.
