I’m disappointed to be leaving this review because my experience with the actual doctor was excellent. I unfortunately cannot remember her name, but she had red hair, was always very well dressed, and I would give my experience with her a 10/10. My issue is entirely with how my care was handled by the office staff afterward. I had previously been a patient here while covered under my parents’ commercial insurance. After aging off that plan, I enrolled in Medicaid through Aetna Better Health, and I genuinely feel that the way I was treated changed once I became a Medicaid patient. After my eye exam, I needed a prescription for contacts but was initially given a prescription for eyeglass lenses. When I called to request my contact prescription, I was told I would need to pay approximately $80–$120 for a separate “contact lens examination” because Medicaid supposedly did not cover it. I questioned this because I previously worked in social services and know that Medicaid benefits can vary by MCO. I explained that Aetna Better Health specifically provides vision benefits related to contacts. I was told that my benefit covered the contacts themselves, but not the examination. Rather than continuing to argue about coverage, I called Aetna directly. Aetna informed me that the examination was covered under my insurance and ultimately called the office on my behalf. They spoke with Desiree and were able to get the process moving. Unfortunately, the communication problems continued. I was supposed to receive a call from the office but never did. I had to call myself, and I felt rushed off the phone. No one notified me when my trial contacts arrived; I only found out because I called again to check on them. I’m also still unclear about what the $80+ “contact lens examination” I was initially told I needed to pay for would have included. When I received my trial contacts, I was simply handed one pair of monthly replacement contacts in a plastic bag and sent on my way. There was no explanation of the replacement schedule, care instructions, or next steps. I actually had to look them up myself because I didn’t initially realize that the single pair was intended to be worn for a month. After trying the contacts and confirming that they worked well, I called to request my prescription. I was told it would be uploaded to my patient portal. I explained that I did not have access to the portal and was told it would be emailed instead, but I never received the email. I then wanted to use my insurance benefit toward ordering contacts through the office, but I was told the doctor would need to write another prescription to switch me from monthly to daily replacement lenses. At this point, the entire process has become exhausting enough that I would rather receive my prescription and purchase my contacts elsewhere. What bothers me most is that if I had not understood my insurance benefits, contacted Aetna myself, questioned what I was being told, and repeatedly followed up, I’m not sure any of this would have been resolved. Not every Medicaid patient has experience with these systems or knows how to advocate for themselves, and they shouldn’t have to. Again, my experience with the doctor herself was wonderful, which makes this especially disappointing. The clinical care was not the problem. The communication, insurance handling, follow-through, and way I felt I was treated by the administrative staff were. It makes me question the management here and I hope they take a serious look at how Medicaid patients are being communicated with and treated, and most importantly how they are treating their own staff. Patients should not feel like an inconvenience because of the type of insurance they have. If you’re reading this I would recommend going to Kartesz Eye Care because the experience was 10/10 all the way around. They unfortunately do not take Medicaid, otherwise I would’ve been there!
