Dr. Carvell is great doctor, and a very kind person. I liked her so much that I scheduled a visit with her for my partner as well. That's why it sucks that her staff alone is the reason I have to look for a new doctor. I'll leave a short summary at the bottom incase you want to skip my personal experience. I've worked in customer service for almost 20 years. I know what it means to treat someone with respect and like a human being. For the second time in a row, the person at the receptionist desk (Kelly?) has made me feel extremely unwelcome. The office is far from me, but Dr. Carvell is a good doctor so I felt it was worth it. So this morning my partner and I made the 30 minute drive. My partner for an exam as a new patient, and myself because my trial lenses are over a month old now. So they're dry and tattered. We arrived around 5 minutes late (This is our fault, we took a wrong turn) and we were greeted with a cold: "We needed you here early. You're gonna have to reschedule". It was our fault for being late, so I don't even care about that at this point. What I care about is what happened after. I explained that my trial lenses were old and needed to be replaced. Originally, Dr. Carvell felt that I should hold off on buying boxes of lenses since I was considering eye surgery and my vision might change in the future. I did not have the surgery done, and I needed to either replace my old lenses with new trial lenses, or just straight up buy new boxes of contacts. She started by saying "I DON'T EVEN SEE YOUR PRESCRIPTION IN HERE." After acting annoyed, she eventually said she'll go ask Dr. Carvell what we can do and left. When she returned, she said that my contact prescription was not finalized and that's what my follow appointment(s) were for. I explained to her that even though we discussed potential surgery in the future, I still took an exam and was fitted for contact lenses. So regardless of it potentially changing in the future, I took an exam and had a prescription. I was literally wearing the trial lenses from the appointment and told her that they were great for me. "NO. YOUR PRESCRIPTION IS NOT FINALIZED. WE DON'T KNOW WHAT YOUR FINAL PRESCRIPTION IS." She was not putting any effort into listening to me and acted like I was wasting her time. I tried my best being flexible and was willing to do whatever we can: "Can I try another trial lens in the meantime?", "Can I just purchase boxes of what I'm wearing now?", "The lenses I'm wearing are just so old and dry that I don't mind wasting money later down the line on more contacts". I stood in front of her very clearly distraught for about 5 minutes politely trying to figure out what we can do. "YOUR PRESCRIPTION IS NOT FINALIZED. THATS WHAT YOUR FOLLOW UP IS FOR. YOU WILL NEED TO SCHEDULE A FOLLOW UP TO GET YOUR PRESCRIPTION FINALIZED." In a final attempt, I explained that the trial lenses I was wearing were all that I had, and asked if there was literally anything I can do because I needed to see. " I DON'T KNOW WHAT YOU WANT ME TO DO. THAT'S WHAT BACKUP GLASSES ARE FOR." The entire time I spoke with her, there wasn't an ounce of sympathy. Worse, she acted like I was bothering the heck out of her and wanted me out of her face. I wasted my PTO and an hour of driving all for nothing. The worst part? When I get back home I receive a text from some short automated number that I can't even reply to saying " Dr. Carvell has finalized your prescription. You can now order contacts or we can give you your prescription. " HUH? I call their office, speak with Christy, and she says "Yeah, Dr. Carvell was with a patient. She just needed some time to finalize your prescription". When I explained that's not what I was told while I was there, there was was no sympathy or accountability. In short - Dr. Carvell is legitimately a fantastic doctor. She's kind, puts in time, and makes you feel heard. But her staff couldn't be more opposite from her. They're stone-faced, short, and treat you like cattle. It's bad to the point where I probably will not return.
