Pacific Eye Associates

4.0

1177 reviews

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Will D. Via Yelp - San Francisco

5 years ago

I've had an up and down relationship with this place, but this is the final straw. I'll be reporting the administrative staff to the Medical Board of California and never return. The doctors provide OK care, but the administrative staff is incompetent to handle emergency situations. I couldn't see because of a corneal erosion early in the morning and when I called as soon as they opened, the person scheduling said I wouldn't be able to be seen until noon. This left me going to the emergency room to get some relief to open my eyes. Little did I know that one numbing eye drop WOULD COST ME $500 at the emergency room. I went to the offices as soon as I left the ER and it wasn't until I was in significant pain again that a doctor would see me before my scheduled appointment. In addition, the doctor I saw had requested that I see the cornea specialist the following day, but again the administrative staff said the doctor had no availability. I went to see another eye doctor and described the situation and they were appalled. In addition, I was told the diamond burr procedure Dr. Oxford performed a year ago is apparently an antiquated procedure with addressing corneal erosions. In summary, this office does not suit to handle emergencies and the administrative staff made my already terrible emergency situation 100x worse.

Donna S. Via Yelp - San Francisco

5 years ago

This is a highly mixed review. Both doctors I have seen here have been excellent. They listened carefully, took into consideration and were knowledgeable about an inherited disorder that I have, and provided solid treatment plans after thorough evaluations. So the doctors have been great. Also, the person I worked with at reception was excellent; she was efficient and communicated well. Then it all falls apart: 1) I was not told that my last appointment would take more than 2 hours. I did not plan for this at all. I expected 1 hour and scheduled an extra 30 minutes just in case. I was given test after test after test. Fine, except it would have really helped if when scheduling the appointment I had been told it could take this long. 2) I am supposed to schedule an MRI. I wrote a long tl;dr list of this mess. The key points are: 1) they did not understand that insurance approval might be required for this test and did not request it; 2) the initial scheduler was not sure what type of test I was supposed to get; she wanted to schedule it but told me there was a 50% chance I would be sent home if it was wrong; 3) they then did not contact me for 2 weeks; 4) they called me constantly without identifying themselves on their messages so I would know where they were calling from; 5) when calling back, average wait time was 5 minutes; I often had to give up; 6) they could not seem to understand that some people cannot readily take calls while at work; 7) I had to do the work around getting approval including getting a blood test ordered by another doctor to rule out a more common diagnosis; 8) when I finally did have approval and called trying to find out where I was supposed to call to schedule the MRI, the person did not explain that it was someone from their office; 9) when the person called from their office it was to give me what I supposedly requested; i.e., the name of the MRI center; 10) when I tried calling their scheduler again because I could not get through at the MRI place I was told she was busy and given the MRI center's number - basically the equivalent of F off, we're not helping you. I still need to get this test and follow up with this doctor. However I am also stuck in a situation in which staff members who showed an exceptional level of incompetence (constant calls, not reading notes, not leaving correct information) have determined that they will not help. I will complete this process then focus on finding an ophthalmologist that has a competent staff that cares about the patients. I appreciate that this is a busy office with a large patient load and many doctors. Regardless they really need to look at the way their staff speaks to patients and ensure they are actually being helpful or, at minimum, not harmful.

Helen F. Via Yelp - San Francisco

5 years ago

I rarely write reviews. I am not sure what prompted me, originally, to write a review for Pacific Eye Associates. (Well, I was extremely pleased with the results of my surgery. Secondly, there were some very negative comments...and my experience was, overall, a better one. Third, I was difficult with one of the staff, who had done no wrong, maybe this is how I apologize.) This second review is to address (renewed) criticism of Billy Kwong. I spoke with Billy Kwong, in person, when he scheduled my surgery. I will often ask a lot of questions. The fact that I did not do so maybe had to do with my confidence in the doctor. Bill Kwong came across as very professional, very informative, in that conversation. (He spoke quickly, yes, but that is something I like.) I later emailed him requesting a copy of a medical release I had signed. It came flying back within minutes. (I never tried phoning him, it is a busy office, email seemed better.) I was in the office on a subsequent visit. When a patient came out of Billy Kwong's office, I stepped into the doorway and asked for a couple minutes of his time. Which he courteously gave. I was asking for information that was not really his "brief." He explained who/how I should ask. He was completely courteous. I was mindful of his time, As I have mentioned, it is a very busy office. I have had no other contact with Billy Kwong. My contact, as I have described, was limited to conversations on two different days (and one email exchange). I could not possibly speak to Billy Kwong's conduct day to day to day. Maybe I am mistaken in my judgment. But I have no reason to give a positive review of Billy Kwong, except it was indeed my experience. (My experience/conversation with the Russian translator was also very different, much better, than that of another reviewer.)

Alisa N. Via Yelp - San Francisco

5 years ago

This review is strictly for Billy Kwong, their surgical coordinator. Multiple family members have been seen by quite a few of their doctors -- the doctors are great specialists but people like Billy the Bully make you think twice before having anything to do with this office. Billy has got to be the most rude, unprofessional and empty headed person that I have encountered in the medical field. I work in eye care myself and called last week with questions about a mutual patient's surgery (this mutual patient also happens to be my grandfather). The surgery is scheduled for 6 months out and I understand that the doctor's surgery schedule is full and he couldn't bump up the procedure. However, I also proceeded to ask questions about the procedure itself (on my grandfather's behalf) and Billy refused to answer any of them and hung up on me when I asked for either a tech or the doctor. He straight up cut me off mid sentence, said "bye" and hung up. My grandfather also requested to speak to him at the appointment last week but the tech came back to him and said "Billy said that you need to have an appointment to see him". I don't know if he thinks that his position is equivalent to the doctor's but last time I check, you DON'T need an appointment to see a surgical scheduler. He was beyond rude and demeaning and sounded like he was chewing the whole time I was on the phone with them (he even thought it was okay to raise his voice and cut me off multiple times) -- I also heard him bad mouthing me with calling me names such as a B**** to other staff when I'm assuming he thought that he muted himself? Working in the medical field myself, I would be out of a job if I spoke to any of our patients the way that Billy speaks to theirs. I'm surprised they keep him on staff given the previous reviews and reputation around the office. Apparently this isn't the first encounter either...I have a friend that worked at PEA for many years and unfortunately had the displeasure of working with Billy. She would tell me that he's known for this behavior -- he would kick his feet up onto his desk and bad mouth everyone that called and was notoriously known for hanging up on people despite numerous complaints to which he'd respond "I don't give a s***". It's day 5 and I'm still waiting on someone from their medical staff to call me back (if Billy even bothered to relay my message). I called for their surgical manager, Scott Neilson, and their front desk told me that he was "busy" without agreeing to take any messages or transfer me to his voicemail. I'll update this lovely review if anyone considers calling back to answer any of my questions.

Mark D. Via Yelp - San Francisco

5 years ago

Today being approximately my 10th appointment here, I was prepared to post a scathing comment, remarking that the dozens of negative reviews here matched my experience. But somehow today everyone was courteous and competent, the waiting room *wasn't* jam-packed, and my appointment began on time. I'm not scheduled to return for a year so can't tell if this is a pattern, but it sure seems like somebody got their act together. As background: Until today, although all 3 of the doctors I'd seen were pleasant and helpful, I had found the staff shockingly rude and/or condescending. The desk people would address me the way you'd talk to a 5-year-old, and most of the PAs had an abrasive temperament unsuited to anyone you'd ever want touching your eyes. Anticipating this treatment had actually made me dread my appointments. But today it felt like a substantially different, better place. This visit happened shortly after Christmas. Maybe they were visited by 3 spirits....