Cei Physicians Psc

Our last two experiences at Cincinnati Eye Institute Surgery Center were not what we would expect from a highly regarded institution. While the second procedure ultimately went better than the first, the way today’s situation was handled left us feeling unheard, rushed, and very uncomfortable. My grandmother had her second eye procedure less than a week after the first. Because her first procedure was painful and uncomfortable, we specifically wanted to make sure her needs and concerns were properly communicated and that we had an opportunity to advocate for her before she went into the OR. Unfortunately, that did not happen today. Apparently, another patient did not show for their appointment, and my grandmother was rushed through the process. We were told that someone would be back shortly to get me so I could be with her, but instead she was taken back and told she would be in the operating room shortly. When I noticed other family members being called back to be with their loved ones, I approached the front desk to ask about my grandmother. I was then told that she was already in the OR. I waited for someone to come out and update me, but no one did. Meanwhile, conversations and laughter about recent vacations could be clearly heard from the waiting room. Given the circumstances, this was especially frustrating and made us feel as though our concerns were not being taken seriously. Eventually, I approached the staff again, and a manager came to speak with me—at which point my grandmother was already out of the OR. I was reassured that the situation would be addressed with the staff and team, but was also told there was nothing that could be done to rectify the situation at that time. We appreciate that the procedure itself went better this time, but the experience surrounding it was disappointing. When someone is undergoing an eye procedure—particularly an elderly patient who has already experienced pain and discomfort—the family should feel informed, heard, and confident that their concerns are being taken seriously. We expected more from Cincinnati Eye Institute. We hope this experience is used as an opportunity to improve communication and patient/family care so that another family does not leave feeling the way we did today.

Experience with reception and medical team has been great. Experience with billing and online portal has been very disappointing. Paperwork signing with scheduler was extremely rushed and offered no explanation. Scheduler was rude when I asked questions or needed explanations. Required me to sign consent for both eyes when only one eye needed surgery at this time. Wanted paid on the spot before billing insurance. When I explained that I had another bill in processing with insurance and my deductible would be satisfied before surgery, threatened to cancel appointment if I didn't pay the amount they demanded up front. Amount went up after first quote. Felt like buying a car with a pushy sales person. Never offered an itemized bill only total owed. Now I have overpaid by more than $1000.00 and will have to fight and probably wait weeks for a refund if I ever get one. Cataract consultation went well. Doctor had someone looking over their shoulder the whole time who never spoke, and was never really introduced or explained why they were there and never requested consent for being in the room during exam. Made me very uncomfortable and made the appointment feel somewhat awkward and mechanical rather than personal and thorough. Noticed errors on the record some notes seemed mixed up concerning which eye was affected and history. Concerned about how this may play out in surgery and billing. Very easy to tell the practice is no longer physician owned and operated, now the majority shareholder is a huge foreign owned private equity firm. Vision is great, and insurance has processed every bill they've sent in so far. Still waiting on a credit from CEI for the overpayment on the deposit they required before surgery.

The physician was courteous, knowledgeable, and professional. Unfortunately, the same cannot be said for the office management, which is profoundly inefficient and in urgent need of reform. Despite arriving on time for our scheduled appointment, we were left waiting for well over an hour before seeing the doctor. Such an excessive delay is not a minor inconvenience—it reflects a systemic failure in scheduling, patient flow, and administrative oversight. A medical practice that consistently disregards appointment times demonstrates a troubling lack of respect for its patients. Patients are expected to arrive punctually and are often penalized for being late, yet this office appears to hold itself to no comparable standard. That double standard is unacceptable. Until the management addresses its chronic scheduling failures and implements meaningful operational improvements, I cannot recommend this practice to anyone. The quality of the physician is overshadowed by an administrative system that is disorganized, inefficient, and dismissive of patients’ time. Management should treat this review as a serious wake-up call. Respect for patients begins with respecting their time, and this office is failing that fundamental responsibility.

My cataract surgery went great. Facility ran like a well oil machine. So organized. Employees so professional. I was in good hands.

I had my first eye cataract surgery done 10 days ago. It was a smooth process. The nurses were knowledgeable and explained each task they did before they acted and encouraged my questions. I was given medication to relax me once in the OR. Post- op instructions were clear. I received a call the next day from a Doctor to check on me and reviewed the post-op instructions. A week later, I went to an appointment to get the eye checked. I see great and the other eye will be done next Monday! I’m not anxious at all. I highly recommend CEI in Middletown. Every person who provided care, starting with the initial appointment through the surgery were professional and caring! So happy with my care!