This was my first visit, and unfortunately there were quite a few issues. The first thing they have you do is complete a long registration form on a tablet. It wasn't very user-friendly, especially with multiple drop-down menus. I couldn't even enter my job correctly. It would be much easier if patients could complete the paperwork online before their appointment. After a short wait, I had my testing done and then saw the doctor. The exam itself was fine, but the experience felt very impersonal. There wasn't any conversation about how my eyes had been doing or if I was having any issues—I felt more like a number than a patient. Thankfully, they had trial contact lenses available. After the exam, I went to check out and was given a receipt and a prescription for glasses, even though I don't wear glasses. I was not given my contact lens prescription. On my way out, I accidentally dropped one of my older contacts. A kind person turned it in, and the staff figured out it belonged to me and called to let me know. I really appreciated that. When I returned the next day to pick it up, I was directed to the glasses area, where about 20 people were waiting. It wasn't clear where I was supposed to go or whether I could get my contact lens prescription there. I explained to the receptionist that I was only there to pick up my contact and asked if my contact lens prescription could be emailed to me. After checking with others, they finally got me my contact. The following day, I called again to request that my contact lens prescription be emailed. I was told it would be. After waiting three hours with no email, I called back. They returned my call just before closing, but when I called back about ten minutes later, the office had already closed. As of now, I still don't have my contact lens prescription. Overall, while the doctor was fine and I appreciated the honesty of the staff who returned my lost contact, the overall experience was frustrating. Better communication, a clearer checkout process, and promptly providing patients with the correct prescriptions would go a long way toward improving the customer experience.
