The doctors at Moffatt Eyecare are the saving grace of the entire operation. They are professional, capable, and reassuring, exactly the kind of people one hopes to find when trusting someone with their eyesight. Then, tragically, one must encounter the front office before there is any chance of meeting the above professionals. The reception staff seems to have confused patient care with hostage intake. Warmth is scarce, helpfulness appears heavily rationed, and basic personability has apparently been placed on indefinite backorder. The contrast is almost theatrical: excellent doctors delivering quality care while the front desk performs a daily reenactment of customer service before civilization discovered manners. This office would benefit from training in the absolute fundamentals: greeting people, communicating clearly, showing patience, and understanding that patients are not an inconvenience simply because they have arrived for an appointment. A perfect rating is impossible here, not because of the medical care, but because the first and last impression is handled by a front office that seems determined to sand the shine off an otherwise excellent practice. Until the reception experience rises above “mildly resentful gatekeeper,” five stars will remain a distant fantasy. 3 stars.
