Thorp Bailey Weber Eye Asso

I cannot recommend Dr. Morin. I repeatedly told her during both the glasses examination and contact-lens fitting that I could not see clearly, but she dismissed my concerns and told me how I was “supposed” to see. I brought two pairs of glasses and contacts that gave me sharp vision, but she refused to examine them and gave me a substantially different prescription that left me seeing far worse. She also did not properly evaluate the placement and fit of the toric contact lenses. Before complaining to the practice, I contacted Alcon and described exactly what occurred. Alcon confirmed that the lenses had not been fitted according to their fitting procedure. I left the office unable to see well enough to drive safely and had to rely on knowing the short route home. When I called the office, I was promised a callback and received none. I would never trust Dr. Morin or this practice with my vision again.

After more than 15 years with this practice, it’s time to move on. Their growth has outpaced their ability to manage it. The eye care itself is solid — but the front office has become a real problem: calls not returned, hold times that keep getting longer, and more than once being left on hold only to get forwarded to voicemail. You can scale a business without degrading the patient experience. Rewarding a loyal patient base with a ‘we no longer care’ attitude has its costs - this patient has moved on to a more welcoming and patient-centered practice.

I’ve been going to Thorpe Bailey Weber in Plymouth Meeting for over 30 years—dating back to when Dr. Zimmermann had his own practice. The doctors here are excellent, knowledgeable, and have always provided great care. Unfortunately, the front desk and scheduling staff are the complete opposite. The attitude starts the moment they answer the phone—no greeting, no professionalism. It’s immediately “date of birth, last name, first name—what do you need?” It feels abrupt and unwelcoming every time. What finally pushed me to leave was a recent call just to confirm whether I had an upcoming appointment or needed to schedule my annual eye exam. I was told—very rudely—that I did not have one and that they are booking six months out. There was no attempt to be helpful or even courteous in the interaction. It’s disappointing because the doctors are truly great, but the front office experience is consistently poor. Patients should be treated like valued clients, not inconveniences. I’ll be switching to another practice. My recommendation: invest in customer service training for the front desk and scheduling staff—because it’s currently the weakest part of an otherwise strong practice.

I had cataract surgery at WillsEye surgery center and my surgeon was Dr. Douglas Wisner. I cant say enough great things about the entire process starting with my initial examination through surgery and the final discharge. The staff was friendly and personable which made the experience so nice. I am thankful for my relatively good health as I have not had many surgeries, however, this added to my anxiety and because of the staff interaction it calmed my nerves. The day of surgery Dr. Wisner talked with me and explained, in laymen terms, what to expect during surgery and after with my new eyesight. He did not disappoint as I could not be more satisfied with the final results. Thank you Dr. Wisner and all the staff at WillsEye for a great and very successful experience.

As others have indicated, an hour’s wait to see the doctor is typical; however, my last experience was completely unacceptable. I had pain in my right eye, so called for an appointment to see a doctor. The receptionist took my information and said she would consult with doctor and call me back within the hour. After waiting two hours I called back and was told to put hot compresses on it and I could make an appointment in two or three weeks! This being unacceptable, I called the KOP facility and was seen the next day. Needless to say, I will continue there and avoid the lack of professional attitude I experienced at this facility. Loosing one patient can be ignored as the waiting room is always full, but the lack of professionalism can not be.