Our experience with DLP Eye Group was mixed. On the positive side, the technician who conducted my elderly father’s exam was excellent, patient, professional, friendly, and thorough. She took her time and made my father feel comfortable, which I truly appreciated. The eye doctor was also helpful during the visit. That said, the overall process surrounding the glaucoma assessment was frustrating and disappointing. The sole reason for this appointment was a glaucoma evaluation. My father had already seen an optometrist and was referred specifically to DLP for glaucoma assessment. After waiting nearly a month just to secure the appointment, we were surprised to learn during the visit that additional testing was required because the location did not have the appropriate equipment to complete the glaucoma assessment. This raised a serious question-why wasn’t the appointment scheduled at a location or on a day where the proper equipment was available in the first place? That would have saved time, effort, and unnecessary delays, especially for an elderly patient. After the exam, we were sent back to the lobby to schedule another appointment. While waiting, we observed other patients being called promptly to schedule their follow-up visits, while we continued to wait without explanation. When I finally approached the receptionist, after waiting patiently, I was told they needed to wait for my father’s chart. This explanation didn’t make sense, as I observed at least one individual schedule an appointment without a chart in hand. I work in customer service and pride myself on being patient and understanding. I know how easily frustrations can be misdirected at staff, and I made a point to remain respectful throughout. However, in this case, the lack of organization and communication was unacceptable. Systems and workflows need improvement. Ultimately, I decided to leave and scheduled my father’s glaucoma appointment with the UCLA Eye Institute instead. I sincerely hope that experience will be more streamlined. DLP Eye Group has caring clinical staff, but better coordination and upfront scheduling would go a long way in improving the overall patient experience—especially for seniors.
