Magruder Eye Institute – Kissimmee

You have to be extremely patience with this facility and be willing to wait 3 or more hours. Ridiculous the amount of time you have to wait and the front desk forgets that without patients there’s no business. I fail to understand why make appointments if you’re not going to be seen in a timely manner. I would avoid this location and find somewhere else that would value its patients. Hopefully they learn how to schedule their patients according to how much time each appointment requires. Something needs to change. Avoid if you don’t have more than 3 hours plus to wait. Oh and if you think it was only our luck, they actually will state that the wait time is more than 3 hours and is on paper as well. AVOID.

Made appointment. When I arrived, there were 30-40 people waiting in the waiting area. I registered and waited one hour before deciding to reschedule and leave. At that time, most of the people waiting were still there. I came back today for the rescheduled appointment. I registered when I entered and sat down to wait. 45 minutes later, I heard one of the people waiting complaining to the office employee, stating she had an appointment and had not been waiting for 3 hours. I want to the front desk ama talked with the attendant. She said it would probably be smother half hour before I could see the doctor. I told her to cancel my appointment. I will find another doctor.

I have been taking my mom to Magruder Eye Institute for her appointments, and unfortunately, the biggest issue is the extremely long wait times. Almost every visit, we end up waiting more than 3 hours to be seen. On top of that, it takes 4 to 5 months just to get an appointment. Even worse, we’ve had appointments canceled by the office, only to be rescheduled another 4 to 5 months later. This is incredibly frustrating, especially for elderly patients who need consistent eye care. While we’re waiting, we constantly hear other older patients complaining about the exact same issues, so it’s clear this isn’t an isolated experience. I do want to say that the doctors and staff are generally kind and professional, and we’ve never had a problem with how they treat us. The real problem is the scheduling and appointment management. Magruder Eye Institute really needs to improve how they schedule patients and reduce these excessive wait times. No patient—especially seniors—should have to wait months for an appointment and then spend hours in the waiting room.

I am writing to express my disappointment with the care my grandmother and I received during our recent appointment at your office. We waited approximately 2.5 hours before being seen by the physician. While I understand that delays can occur in a busy medical practice, a wait of this length without adequate communication or updates is unacceptable, especially for an elderly patient. Unfortunately, the visit itself was equally disappointing. The physician spent only a few minutes with us and never asked why we had scheduled the appointment. Instead, he appeared to assume that we were seeking treatment for glaucoma. Our actual reason for the visit was to establish care with an ophthalmologist closer to home and to seek advice regarding my grandmother's persistent eye itching and dryness. She already has a glaucoma diagnosis and treatment plan from another specialist, but we wanted to establish an ongoing relationship with a local provider who could manage her care moving forward. When I asked the physician whether he specialized in glaucoma, he stated that he had extensive experience treating it but that he would refer my grandmother to the glaucoma specialist within the practice. This made it evident that he was unaware of the purpose of our appointment. I had specifically explained multiple times while scheduling the appointment that my grandmother already had a glaucoma diagnosis and that we were requesting an appointment with the glaucoma specialist. It was very frustrating to realize that this information had either not been documented or not reviewed before the visit. As a result of this appointment, we left without accomplishing any of our goals. We were unable to establish care with the appropriate specialist, received no meaningful evaluation or explanation for my grandmother's excessive eye itching, and spent over two and a half hours waiting for a visit that lasted only a few minutes. Most concerning was the overall impression that efficiency and billing took precedence over providing attentive, patient-centered care. We left feeling unheard, dismissed, and disappointed. Patients deserve to feel that their concerns have been reviewed before the physician enters the room and that their time is valued. I hope you will review what occurred during this visit and consider improvements to your scheduling, communication, and patient intake processes so that future patients do not have a similar experience. We entrusted your practice with my grandmother's care, and unfortunately, our experience did not meet the standard of professionalism and compassion that patients should reasonably expect. Thank you for taking the time to review this complaint. I would appreciate a response regarding how this matter will be addressed.

This office (for eye care) is great ! Dr. Pohlad is a kind, skilled doctor who takes the time to address your questions and concerns. The staff at the Kissimmee office and the Surgery Center in Orlando were caring and professional, took the time to explain procedures. The staff who register you upon arrival at both places could possibly express a little more empathy and professionalism to reassure the clients and to encourage them to "relax" prior to the surgical procedure.It would mean a lot to the client, I am sure.