I do not recommend this office based on my experience.
I scheduled an appointment for my 95-year-old grandmother at Dr. Winston Scott Eye Center in East Orange for 4:30 PM and arrived about 20 minutes early. Before the appointment, I tried calling the office seven times because I wanted to confirm the address. Each time, the receptionist answered, "Dr. Scott's office, please hold," and placed me on hold before I could even ask my question. No one ever returned to the line. I ended up finding the address online myself, but I wanted to verify it since many doctors work from multiple locations. In fact, I was still on hold when we arrived at the office.
Once we checked in, we waited in the lobby for nearly two hours. My grandmother wears Depends and cannot be out for extended periods, so I asked if they could call her sooner. Shortly afterward, they took her to the back, which made me wonder why she couldn't have been called earlier.
The overall visit lasted approximately 3 hours and 45 minutes. After all that time, we were given a prescription and sent on our way. When I went to order her glasses, I discovered that her PD (pupillary distance) measurement was not included. The next day, after calling multiple times and finally reaching someone, I was told that the measurement should have been taken while she was there with the optician.
This was extremely frustrating. After spending nearly four hours in the office with my elderly, handicapped grandmother, no one informed us that this measurement needed to be completed before leaving. Now I have to arrange transportation and bring her back for something that could and should have been done during the original visit.
The lack of communication, excessive wait times, and poor customer service made this a very disappointing experience. In my opinion, having an appointment time seems meaningless because patients are not seen in a timely manner. I hope the office improves its communication and consideration for elderly and disabled patients.
