Mercy Eye Care Medical Group

Very disappointing service. I have been waiting for a long time, and there are several senior customers who have also been waiting for an extended period of time. The process does not appear to be handled fairly or in the order customers arrived. I also observed that the blonde woman at the front appears to give preferential treatment to certain individuals who bring her something, allowing them to be seen much sooner than others who have been waiting. This is very concerning and creates the impression that customers are not being treated equally. I hope management will review this situation and ensure that all customers are treated fairly, respectfully, and according to their order of arrival.

Today my 76 year old mom, who was just released from a 3-day stay in Good Samaritan Hospital for heart problems, took the bus to her follow-up appointment with Dr. Unzueta after her eye surgery with him. I was unable to go with her as I had taken time off from work while she was in the hospital. She had confirmed her 1:00 appointment yesterday by responding to the text the office had sent. When she arrived, she was told that her appointment had been cancelled. No, it had not! My 76 year old mother spent 1 1/2 hours to go to her appointment to be told the appointment was cancelled: I am furious! They had sent a confirmation yesterday at 10:26 am confirming the appointment. They absolutely DID NOT send anything out cancelling the appointment! Dr. Unzueta was there today (my mom saw him in the hallway), but she did not get seen. This is unacceptable.

Lakewood location is very clean and the staff is very friendly. Dr. Nguyen is very good and usually gets me in and out w/in 20 minutes. Now on to the bad,.. Firstly, I've noticed the staff likes to call you to reschedule one or two days before you're appointment date. They usually say the reason is because your referral has not been fully approved by your insurance. I've personally heard them make these calls while I was waiting for my own app. On one occasion, I received this type of call myself, but I told them I would pay out of pocket and insisted to keep appointment date and it worked. So if you're in a hurry to see a doctor, please insist they keep your date. Secondly, yes, it's true that my first appointment was scheduled w/ an optometrist and not and ophthalmologist. You need to be very clear about who you need to see and what you need. Thirdly, getting someone from the staff on the phone can prove challenging as they outsource their calls to a call center, so you have to call several times and leave voicemails. It can take a up to 24hrs for them to get back to you. This can be specially frustrating if you're in need of urgent attention.

Cancelling appointments and rescheduling but don’t bother to let me know. Doctors don’t show up. Can’t get information directly from Lakewood staff, have to communicate with call center. When seen, ophthalmologist is clinically competent and respectful but the organizational aspect is awful and UNPROFESSIONAL.

My grandma loves Dr. Khanna but the wait time is beyond ridiculous. This is not the first time she's been here early for her appointment and leaves after closing time as the last patient. My grandma is 80 years old, she lives with me and my 2 kids under 11 years old. We've been here waiting for 2 hours and she is still not done, just now getting seen. This happens at every single visit she's had and it is unacceptable due to her age alone. Once her access van was not able to pick her up again because her appointment ran so late, the office had already closed and the poor lady had to wait by herself outside in the dark for a neighbor to pick her up because I was at work. I don't know if her appointments need to be made at 830am to ensure she will be out by noon, but this is not okay.