Patient claims Eye Care missed diagnosis
COMPLAINT: Susan Ashbridge, Richmond, Calif.
"I went to Eye Care Associates of Cary, N.C., because I was having problems with my eye. They made two pairs of glasses for me, but that didn't work. They finally referred me to an ophthalmologist, who found I had glaucoma, which Eye Care totally missed. They said my eye pressure was fine, but glaucoma is all about eye pressure. They should have sent me to a specialist much sooner instead of trying to correct a problem they weren't capable of correcting, wasting my time and damaging my eyesight."
DESIRED RESOLUTION: "I would like to be reimbursed $976.70 for the exams and glasses."
RESPONSE: Wes Hinson, senior operations manager, Eye Care Associates
"Our goal is to provide all patients with exceptional service. We regret she had an unsatisfactory experience. We're happy to refund 100 percent of the cost of her eyewear. As a matter of policy, we don't feel comfortable discussing our patient's private medical findings in a public forum, but we stand behind the efforts of our doctor and her referral to a qualified ophthalmologist for further treatment. Given the good faith services and follow-up care provided by our licensed optometrist, we respectfully decline to offer a refund for the services rendered to her."
Editor's Note: Ashbridge says she received an $867.70 refund and considers the matter resolved.