I am disappointed with the experience we had with Retina & Vitreous of Texas regarding my father’s appointment. I am writing this review so management takes this issue seriously and improves communication and referral verification for future patients.
When we first scheduled the appointment, their office collected all insurance and patient information. Later, before the appointment date, we were informed that they had not received the required referral from the PCP, so the appointment was rescheduled after several weeks. We contacted the PCP office, arranged the referral, and made sure everything was prepared again.
Unfortunately, one day before the rescheduled appointment, their office again told us they did not receive the referral. We had already confirmed with the PCP office that the referral was arranged. I personally called their office and spoke with a representative. At first, she asked us to fax the document. I explained that we did not have fax access. She then told us bringing the referral paper physically to the appointment would be acceptable.
The next day, I took time off work and arranged transportation for my father and wife to attend the appointment. After arriving at the office and presenting the insurance information and referral copy, they were told the referral was still “not appropriate” and additional documentation was needed. When I spoke with the office by phone again, they could not locate or confirm the previous communication from their own staff.
As a result, my father was unable to see the doctor at all. After spending time and money to attend the appointment, my father and wife had to return home by Uber without treatment or consultation. This situation caused unnecessary stress, wasted time, missed work hours, transportation expenses, and frustration for my elderly father and family.
Patients often wait weeks or months for specialist appointments. Referral and insurance verification should be clearly reviewed and confirmed well before the appointment date. Staff communication should also be properly documented so patients are not given conflicting information.
I hope management reviews this issue seriously and improves internal communication, referral handling, and patient coordination so future patients do not experience the same problem.
