1 Customer Reviews
Review from Suzanne H
1 star05/29/2024
Intolerable lack of care/consideration. On Monday, February 19, 2024, I was given an appointment to check the two vitreous fibers that appeared in my right eye on February 11, 2024. I asked for a different time, as 2/19/24 was a day off from work, and I had made plans to have lunch with friends as well as meet other friends at 4 pm. The next available appointment was more than a week out, so I accepted 2/19/24 @ 1 pm.In doing so, I had to cancel both sets of plans for the day. I also drove 45 minutes to get to Rand Eye Institute. Upon arrival, I was asked for a co-pay, and informed that I only owed $24.13 of the $60 co-pay because I had a credit on my account.There are two issues here:1. I was kept waiting for one hour and fifty minutes for an appointment I was on time for. I gave up waiting, and left, deeply upset at the complete lack of consideration being shown for my time and the sacrifices it took to keep my appointment. It then took me 50 minutes to get home, a total time investment of 3 hours and 25 minutes for absolutely nothing. It also cost me my free day and time with my friends. Rand Eye Institute cannot compensate me for that.2. With regard to **** keeping a 'credit' on my patient account, I last went there pre-Covid, and they kept a credit for that long? I have submitted a complaint to the *********************** as I believe credits should be refunded. They are not 'free money' for companies to hold onto just in case you return.**** has ignored my request to have my $60 co-pay refunded. I will continue to pursue this, as I definitely kept my appointment. They're the ones that did not keep it, so why would they be owed a co-pay?
Rand Eye Institute Response
05/31/2024
It is Rand Eye Institutes mission is to be a true patient advocate. The Rand Eye institute provides a state-of-the-art examination for all patients that are seen in our office by an ophthalmologist and their team of doctors. We understand the concern of the patient who called our office on February 15 and was accommodated with an appointment for 4 days later. While we try our best to attend to our patients in a timely manner, some patients *** require additional time during their examination that *** delay our schedule. We have reached out to the patient to discuss this matter directly;however, the patient informed us that a letter via standard mail was sent in February of 2024 detailing her concern. We explained that we did not receive that letter as we would have addressed this immediately. We did not receive any phone calls or follow up from the patient after the stated letter was sent to our office. We treat all of our patients with the utmost respect that they deserve. We understand the frustration of the patient and take any complaint very seriously.
As far as the credit on the account is concerned, it is our policy to return any money that is not rightfully ours based on the insurance explanation of benefits and/or self-pay fees. Due to the covid pandemic and the timing of when the previous visits were, it appears that the account was not reviewed to initiate the credit. Upon scheduling the recent appointment our accounting department reviewed the account and determined the patient was due a credit. It was acknowledged to be applied to the upcoming visit towards the current patient responsibility.We will be sending a refund for any overpayment directly to the patient immediately.
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