Update to my previous review: After posting my original review, Dr. Horne contacted me directly. We had a thoughtful, productive conversation, and I appreciate that she took nearly an hour out of her day to listen to my concerns and explain the office’s processes. She apologized for the wait time between seeing the nurse and the doctor and explained that the office tracks each patient’s visit times to help ensure they meet or exceed industry standards. She also clarified that the discussion about frames was not intended as a sales pitch, although she acknowledged that it felt that way to me. As she said, “perception is reality,” and she wanted to ensure that patients feel heard and that expectations are met or exceeded. I felt genuinely listened to and appreciated her concern, transparency, and willingness to address my experience. Based on our conversation, I will not be leaving the clinic. I am grateful that she took the time to explain the communication and timing processes involving the doctors, nurses, and frame associates. -- Jessica Orlicek" Unfortunately, our experience with this office has become extremely frustrating. Our most recent appointment lasted 2.5 hours, and the two appointments prior to this were each at least 1.5 hours long. This is now the third visit where, after initially being seen by the nurse, we have been left sitting in the exam room waiting another 30–45 minutes for the doctor. I completely understand that medical offices occasionally run behind, but when this happens three visits in a row, it is no longer an occasional delay. Patients’ time should be respected, and expecting families to spend 1.5–2.5 hours at a routine eye appointment is unreasonable. I was also very disappointed with how hard we were pushed to purchase new frames for my middle-school-aged son. I explained from the beginning that he does not wear his current glasses because he feels insecure wearing glasses at school. This is an insecurity issue for him—not a matter of simply finding a different pair of frames. I know my child, and I was very clear about this. Despite that, the conversation continued to come back to purchasing new frames, which made me feel like what I was saying as his parent was not being heard and that the focus was more on making a sale. When I bring my son to an eye doctor, I want the focus to be on his eye health and what is best for him. I also expect our time to be respected and our concerns to be heard. After three consecutive visits with excessive wait times and our most recent appointment taking 2.5 hours, combines with the pressure to purchase something we had already declined, I am extremely disappointed with our experience. - Jessica Orlicek
