Thomas Laura Dr

Professional service in all aspects, starting with eye examination finishing with purchasing glasses. I am very pleased with the service and I will recommend this place to my friends because this people cared about my satisfaction beyond my expectation. Thank you, Artur Filc

I have three areas of concern that reflect this low rating: 1) Imaging issue, safety, quality of care At my annual appointment, prior to seeing the optometrist, images were taken of my eyes by the clinic technologist. As expected this involved exposure to bright light and radiation and some discomfort.. During the assessment, it was apparent that an image taken was not appropriate for my assessment -she needed to retake the image based on and required for my age as I was told. I inquired re: why the correct age approproate image was not done initially by the technologist so as to avoid the unnecessary exposure to bright light and radiation-- she informed me that at my next appointment they'll be sure to take the correct image for my age to avoid this happening again. I would think this should be protocol not to compromise patient safety and provide quallity of care. 2) Error in recording my prescription: When I left this appointment I was given my prescription on paper which was incorrectly/inaccurately recorded and I had to have the correction made later that day. If I had ordered glasses following my appointment that day this would have been even more of an inconvenience and costly. 3) Inconvenience to the elderly client: As I was leaving the house with my elderly parent at 1100 am today to accompany her to her 1145 appointment with this optometrist, We received a call from the desk clerk letting me know the appointment was scheduled for 1045 and we were late and had missed the appointment. I explained that we were given an 1145 appointment time. It turned out, as acknowledged by the desk clerk, that there was a mix up: the desk clerk explained there was a miscommunication regarding the appointment time as we were originally given two options with different appointment times and days when scheduling this appointment 2 weeks ago. She maintained that we had missed the appointment. I reminded the desk clerk that my mother was recently discharged from hospital and this was an important 7 day follow up optometrist appointment (requested on discharge by the physician). I explained that it had taken alot of effort for my mother to get ready to be on time for the appointment as she was elderly and still recovering and I had coordinated her care and my time to get her there. Before offering to speak with the optometrist to see if she could still take my mother this day, the desk clerk insisted that we would have to reschedule another time. I had to restate my request before she offered to speak to the optometrist -- I was then told that the optometrist would not take my mother that day (despite their mix up in scheduling the appointment time). This was a real inconvenience for the elderly client and caregiver, there was no flexibility despite the miscommunication in booking the appointment by her staff. No apology was offered. Subsequently, I informed the desk clerk that we would no longer be clients--- no apology was received- just a straight forward "okay" and it was business as usual. I asked her to have the optometrist call me back that day--- there was no follow through with this request. We were disappointed with this attitude and service. Booking appointments with no room for your errors is not good business, --it might maximize your earnings but it results in poor service. You need to be more understanding and caring when it comes to servicing the elderly living on their own in the community who need more supports and coordination in place to get to appointments. You may not be able to process people of this age as smoothly and efficiently as you would like but it really should be given more consideration.