I’ve been a patient at this office for about three years, and my husband has been a patient for over ten. Until recently, our experiences had been generally positive. My concern arose when I requested my pupillary distance (PD), a standard measurement, so I could purchase an inexpensive backup pair of reading glasses online. I already own prescription glasses from this office (both distance and readers), but was simply looking to buy additional low-cost pairs to keep in my car and gym bag. I was told that PD is “specific to each office” and would not be provided. While I understand that practices are not required to measure PD for online purchases, refusing to share an existing or easily obtained measurement felt unnecessary and inconsistent with patient-centered care. It also felt less about policy and more about discouraging outside purchases. I’ve purchased glasses from this office in the past and fully intended to continue doing so after my next appointment. Unfortunately, this experience has changed my trust in the practice and ultimately led me to seek care elsewhere. I’m sure losing one patient won’t significantly impact this practice, but experiences like this are often what quietly influence how people choose where to place their trust. I won’t be returning to this office.
