I love supporting local businesses and that's why, when I restarted by eye insurance, I went back to the same place as last time. I told them I had been there before but they couldn't find my records. I had my old script, which so no big deal.
I got to my appointment on time, but entering it's not obvious where to go. Walk past the first two desks to the third desk to check in. I stood there awkwardly for a min before anyone says hello or acknowledged me. Strange. Check in and sign a dry erase that tells you what your rights are, then have a seat and wait. The employee finally took me but didn't greet me with a smile, acknowledge me, introduce themselves, give an explanation of what they were going to do, tell me an expectation of duration, or thank me. In the medical and customer service field AIDET is very important: (http://www.somc.org/employee/assets/employment/AIDET-Guide.pdf) This is widely known as a fundimental part of providing quality care.
I then had to sit at the machine where you look into it and there's a balloon or a road. I could see that there were no more paper strips to rest my forehead on and I wondered when it was last cleaned. It had grease like marks from maybe a previous patients? Next another employee joined us, she didn't introduce herself either. It was later evident that this employee was a trainee. I do not have a problem with students, I'll be the guinea pig. But, I specifically remember both employees didn't introduce themselves. The next machine was a horrible terror of a test, nobody explained what was going to happen ahead of time I was scared out of my wits that I was going to lose my vision the whole time. At this point they had my glasses off and they had to type my name into the computer, but couldn't spell it properly because they didn't have my chart close. There was a crumb, like an eye crumb, on the machine right where you put your eye. I had a feeling the machines weren't clean, but I didn't know for sure. When I pulled my eye away after the first unsuccessful attempt the crumb was gone. Gross! My suspicions were correct. Then the worst part, the machine unexpectedly shined the brightest green laser to scanned my eye. It was horrible and scared me so much. That was a terrifying experience. The last test I did in that area was to test my depth perception. They held out the book so the glare from the lights overhead shined right at me so I couldn't read it at first.
Next I was brought into the exam room and the two trainer and trainee did the standard eye exam on me. I have worked in an eye doctor's office before, so I know how to administer these tests. I read the lowest line with my left eye, then right, then fine print, with left, then right. But more than once the letters didn't change or the card was upside down, so I either had the four letters memorized or technically unable to read. I don't feel it was an accurate exam, but I only cared about the values for a new script so I can get better glasses. Next I was left to wait for the doctor with the pictures they'd taken with the green laser either floating on the screen next to me.
The doctor was very personable and we even found some commonalities with each other. His eye exam was thorough and he even went back to confirm some measurements. I feel like his exam was top notch. He explained everything and the microscope touching my eye part that always freaks me out was done quickly and efficiently. He hit me with the dilating drops and had me go look at glasses after talking a few more minutes. I was led out to look at frames and was told by the frames person that depending on my insurance I may be charged $40-$80. I KNOW I have A+ eye insurance, so this was shocking. In the time it took her to pull up my coverage I had pulled it up on my phone screen and screen capped it. Why didn't they pull this up while I was in my exam??? No mens section, only unisex frames and they couldn't tell me prices. The receptionist came over and told me these might be free while handing me 3-4 pairs at once, some with purple (obv not mens) on them, others with designs I had previously rejected (no logos on the side.) By that time the drops were working and I truly couldn't see. I finally said I'll come back another day and finished my eye exam and left. I left with my script, but I had to ask for it. The printers were broken, that day. I found frames I love at target on Chemical road.
All in all I'm voting with my feet not to go back to that office. The doctor was very friendly and was willing to spend any length of time with me to get me a thorough exam. The office staff conducted themselves poorly and the practice was not clean. read more