Bascom Palmer Eye Institute

Very poor experience at the Emergency Room. The wait time was excessively long, even though this was an emergency, and there was no communication or clear explanation provided at any point. Customer service was extremely disappointing. The staff appeared indifferent, lacked empathy, and showed little willingness to assist. I waited for hours without receiving proper attention or updates. An emergency room should prioritize patients and provide humane, respectful care--something that clearly did not happen here. Overall, a very disappointing experience.

This institute it top-tier! My mom was diagnosed Friday afternoon with a detached retina by her local optometrist-she was referred immediately to Bascom Palmer Eye institute for surgery. (We live three hours away).. we arrived at 8pm to their ER and was registered & had a nurse dilate eye within first hour to prep for ophthalmologist eval. We waited 3 hours to see the ophthalmologist **but keep in mind*** (this is Labor Day weekend) influx of pts due to being the ONLY eye surgery institute in the STATE open this holiday weekend. Three hours to wait is no big deal when you have providers working tirelessly to see 8 patients & more in front of you in line & give each patient their attention privately. We saw the ophthalmologist (wish I remember his name) so very kind, described the surgery suggested so thoroughly, answered our questions with care & put our worries at ease. He gave us clear communication that he could assure surgery would be that day and that the surgeons were trying their very best to modify their schedule to prioritize the surgeries. We left the institute by 1am & he said to expect a call from them to get our surgery time since anesthesia team had left shift for the night. Fast forward to 8AM and we received a call from the surgery team to come in by 11am to prep for surgery. The nurse team prior to surgery was so extremely gracious with direction to my mother , to us as her family as we kept close in waiting room as she prepped for OR. We were given clear updates through their system from start (prep to OR) to during (anesthesia prep and surgery in process) to end (when she was in recovery room) Dr. Nicholas Yannuzzi performed her detached retina surgery & he was phenomenal. Her surgery was one hour & went very well. You will not regret sending you or your loved one to Bascom Palmer Eye Institute. They care, they're professional, attention to detail & are the best in their expertise.

I arrived at this emergency center with my daughter at 2:00 p.m. due to an eye emergency. The initial registration process and vital signs were relatively quick. The physician then ordered a CT scan. An IV was placed, and we were walked to the imaging area. During the procedure, my daughter vomited. She was given a hospital gown and returned to the treatment area, where she remained for more than four hours wearing soiled clothing and with the smell of vomit, without being offered any appropriate option for hygiene, clean clothing, or basic care. This was deeply uncomfortable and undignified. We repeatedly requested information about the test results. We spent an extended period in an exam room without any medical provider present, with a computer left open displaying sensitive information about other patients who were waiting. This represents a serious breach of privacy and confidentiality. Eventually, we were verbally told that the CT scan showed no findings, without a clear explanation or immediate follow-up plan. In total, we have been in the facility for over 10 hours. Later, a doctor entered the room and once again asked why we were there, highlighting a troubling lack of continuity and communication in her care. This experience was dehumanizing, marked by a lack of empathy and a failure to meet the basic standards of respect, hygiene, communication, and confidentiality that every patient deserves--especially in an emergency setting. P.S. As of 12:07 a.m., we are still waiting to be discharged, alone in the doctor's exam room, and have now been waiting for more than 40 additional minutes with no communication or update.

I came here a few months ago for my annual eye exam at their Express department and I was pleasantly pleased with the service. I did not have to wait that long and while waiting, I was able to see some lenses. When the optometrist called me in, I paused at looking at the lenses and then jumped right back in once I was done with the optometrist. The ladies were very patient with me while I was selecting my frames and even suggested frames that were not in stock yet. The sweet lady that helped me looked on different floors for the frames she had recently ordered that she knew I would like. I appreciated her dedication as that was the frame that I decided to purchase. She also ensured I was happy with my decision by asking all the staff which frames they liked on me when I was in between frames. The only thing is that they did not informed me when the frames were done. But when a few weeks passed by, I called and they told me they have been ready. Apparently, I should have received a text message stating my glasses were ready to be picked up but I didn't. I immediately went to pick it up. At that point, the staff ensured the glasses fit right and no last minute adjustment was needed. Overall, I loved coming here and will continue to come here for future services.

I was just beyond pleased with the service from the start to finish. The assistant Doctor Nestor Baca was very professional, attentive to details, polite, patience and caring. He took care of my mother-in-law and he made us feel very special. I can't ask for more. Doctor Diego Ledda was super and went above and beyond at every level. My mother-in-law had to do may exams and multiple medical tests. We were treated with respect and dignity at every office we stepped in. Kudos to every employee in that institution. We will definitely spread the world to our family and friends. On behalf of Norma Marcelina Marin Silva.

This is the BEST eye hospital around. I had a major operation here over a decade ago. I frequently go for follow ups and special contact lenses. The employees are so professional and well informed. The doctors are excellent and take time with their patients. The support staff is quite friendly and helpful- especially in the Contact Lenses Services section. The place is clean, sanitary and has a cafeteria with tasty options. There is a parking garage across the road- NOTE- the first 2 hours are free.

Where do I begin. I had an appointment that was set for 11am. However the doctor did not come in until 11:30. We weren't seen until 1 and then was told lies about how long the process was. I had to miss work because I was there for 6 hours. The gentleman who was at the front was extremely dismissive when I asked for an update. He truly did care. I won't be back and I will be disputing the services with the insurance because all test were not rendered . This place is a complete mess and a scam.

I drove all day from northern Florida to the emergency room. Three hours later the only thing that has been done is my eyes were dilated. There are 12 exam rooms and it appears as if 2 people are working. While I am sure the reputation is well deserved, there is no way to justify what is nothing short of a torturous wait.