This was my first time visiting the America’s Best location on Augusta Rd, as I usually go to the Two Notch Rd office, and unfortunately my experience was not as positive. I want to start by recognizing Jala at the front desk. Even though she appeared very busy and seemed to be working without much assistance, she remained friendly, professional, and welcoming throughout my visit. There was also a blonde staff member I interacted with toward the end of my appointment who was very kind and pleasant. My appointment was scheduled for 10:00 AM, but I was not called back for the first part of the exam until approximately 10:35 AM. While I understand offices can get busy, the wait time was noticeable. My biggest concern was the cleanliness and overall patient experience. I observed that the equipment used for eye exams, particularly the areas where patients place their forehead and chin, did not appear to be cleaned between patients. At no point was a sanitizing wipe offered, nor did I observe staff disinfecting the equipment before I was asked to use it. Given the high volume of patients moving through the office, this was concerning. The second portion of my exam was conducted with the exam room door left open, directly facing the waiting room. This felt uncomfortable and did not provide much privacy. Additionally, I was carrying a purse and a cup of water, and despite there being available space in the room, I was not offered a chair or place to set my belongings. As a result, I was trying to balance everything on my lap while the technician continued setting up the equipment. Being 32 weeks pregnant, this was particularly uncomfortable, and I eventually had to ask for a moment to get situated. Afterward, I remained in the exam room with the door open for about 10 more minutes while waiting for the doctor to connect virtually. For the final portion of the exam, the door was finally closed once the doctor joined the video call. The doctor was kind, professional, and pleasant to speak with. However, the technicians who conducted the testing—particularly the staff member responsible for preparing patients for the virtual exam with the doctor—did not come across as very friendly or patient-focused. Throughout the appointment, there was very little communication about what was happening or what to expect next. Equipment was adjusted, my chair was moved, and procedures were performed without explanation. While these may seem like small things, they contribute significantly to a patient’s comfort and overall experience. Overall, the office felt very crowded, and I did not feel the cleanliness standards matched the amount of patient traffic. One patient finished using the equipment, was escorted out, and I was immediately seated and instructed to place my face on the same machine without seeing any cleaning performed in between. This made me very uncomfortable. I have had much better experiences at the Two Notch Rd location, where I recall seeing staff regularly cleaning equipment and maintaining a cleaner environment. Unfortunately, this location did not provide the same level of comfort, professionalism, or attention to hygiene. Based on this experience, I would rate this location a 5/10. Jala at the front desk, the blonde staff member, and the doctor were all pleasant and professional, but the long wait time, lack of privacy, cleanliness concerns, and the overall lack of warmth and communication from some of the clinical staff leave significant room for improvement.
