Business ProfileforRetina Health Institute

I am concerned regarding **************** behavior towards my mother. I am still waiting for the office to return my call regarding an incident, and insight to understand why.I was in the lobby while my mom was being seen, and for several minutes, **************** voice was heard throughout for all to hear. **************** voice was very loud and I heard her clearly say ***** Care. In addition, I heard the desk staff ask each other who was that with **************. I heard my moms voice once.************** escorted my mom to the lobby, and in front of other patients, told the receptionist to make a note that my mom is not allowed to return. I consider this treatment borderline abusive.My mom was to be a new patient who just moved to the area from out of state, and was in need of necessary care. Per my moms recap, there is much more that could be revealed with this review.Im with understanding that ************** has lost touch of bedside manner and what it feels like to be a patient in need of specialized care.This review is written because I am my moms advocate, and I have not received a courtesy return call.

Dear ****************,Thank you for providing additional details regarding the situation with your mother. We appreciate your efforts to communicate your experience, especially considering the challenges faced during the process of understanding the insurance situation.Unfortunately, the situation escalated to name-calling directed towards our doctor. We understand that insurance matters can be complex and stressful, and we appreciate your willingness to work toward a resolution. However, we take the well-being of our staff and providers seriously, and any form of verbal abuse goes against our practice's zero-tolerance policy. We also acknowledge your admission that your mother was out of line, and we thank you for addressing the issue with our office manager following both the incident and your review.Despite the difficulties, we are pleased to hear that accommodations were made to assist the patient with her insurance concerns during her visit. Our commitment is to provide support and ensure that every patient's needs are addressed to the best of our abilities.Given the circumstances and the acknowledgment of the need for the patient to seek care elsewhere, we support the decision to terminate the patient relationship. Upholding a safe and respectful environment for our team remains a top priority.If there are any remaining concerns or if further discussions are needed, please feel free to contact our office manager, *************************, at **************. We are here to assist and address any outstanding issues.Sincerely, Retina Health Institute