Costello Eye Physicians And Surgeons

I was trying to establish as a new patient at Costello in New Hartford because my family had positive experiences with the Oneida office years ago. I walked in and told the receptionist I had an appointment. “Not today you don’t” she brusquely replied, without even asking my name. I said I did and told her the appointment time. At this point she asked for my DOB, looked me up, and told me my appointment had been rescheduled. I was befuddled because I never received any notification of this, and told her as much. She claimed they called me AND mailed a letter. Yet I never received a phone call or letter. The next day I took my mother to her appointment at the Rome office, the same thing happened. In both cases, the staff was rude. I’ve worked in retail, the healthcare industry, and customer service before. I know that a little sympathy and apology goes a long way when delivering bad news, yet none was found at either office. I will be cancelling the appointments with Costello.

I have been continually receiving phone calls from this office addressed to someone else. They leave voicemails with private medical information about the patient they are trying to reach. THREE SEPARATE TIMES, I have answered, spoken to a receptionist, and told them what was going on and that they had the wrong number. This morning they left another voicemail that sounded like urgently needed medical information for a patient who might be dealing with a complication after surgery or something, so I called back as soon as I saw it. I sat on hold for 13 minutes and then was met with the most ridiculous attitude from the person who answered. I tried to explain the situation again, and she immediately cut me off and asked for my date of birth. I said no, I am not a patient there, I am trying to tell you what is going on, and she kept talking over me and basically berating me. I finally said, “Excuse me, I am trying to tell you what is happening so you can fix it and get this message to YOUR patient,” and she finally paused for half a second. I told her, again, that I am not a patient, this is not the correct number, and that it is extremely concerning that I have had to tell them multiple times that they are sharing private medical information with me over voicemail about someone else, including her first name. She literally said, “Well if you don’t have a last name there is nothing I can do except pass the information along. I can’t do anything about the automated system.” I said, “It isn’t an automated system, it is a nurse or receptionist relaying instructions from a doctor,” and she repeated, “Well if you don’t even have her last name then I don’t know what you want me to do. It is going to take me a while to fix this.” Like??? SORRY I don’t have YOUR patient’s full name and date of birth. I must have missed it in all the other HIPAA violations you committed! My bad! Just absolutely ridiculous that this happened more than once after being notified, and then the attitude of the person on the phone. If you have a type of job where you deal with patients you should probably act like a human being who has been on earth before. To all other patients, you should be concerned that this practice does not care about your privacy.

The doctor knows her trade very well. I have always get a good eye exam.

I was impressed with their professionalism and efficiency. Having cataract removal was a bit unnerving however good information and guidance made it much easier.Thank you Dr. Costello and associates!!

I was informed of the length of wait when appointments were made. I have had both eyes done for cataracts, I was treated and informed with every move they made,, very friendly staff at both Oneonta and Griffiss , and new Hartford,My eyes feel great I no longer have blurry sight and feel great. Thank you to all and I would highly recommend Costello eye to anyone ❤️