Silver Spring Eye

I have been seeing Dr. Yau for many years and he is a wonderful doctor. So it pains me to part ways with this practice, but the chaos and incompetence of the office is beyond a once or two time error. Since February I was directed to contact surgery coordinator to schedule surgery. I was told best way to contact was email. I emailed repeatedly and left 3 phone calls, none were answered. I finally was able to speak with a person by picking option 1 which is line for medical providers. I was told that the surgical coordinator had been out of the office and they were not sure when she would return (?!) so I was told that Jazmine would return my call and schedule surgery as she was "helping out" with surgery schedule. I never got a call back. Several weeks later, the surgical coordinator now back in the office contacted me to schedule surgery. We scheduled all the appointments and she sent me a packet. I scheduled my Pre Op with my primary as directed, and when I called to follow up and make sure they had received the records, no one answered or called back. Emails to surgery coordinator bounced back. I called provider line and was told she no longer works there, when I asked about my records I was told, yes, they are here, but you are not in the computer for surgery so you have no appointments?!!! After this young lady, Tasha told me not to worry and that the person filling in would call me to straighten this out, I received NO call back. A week before surgery I was supposed to be contacted by a special pharmacy for drops, no one contacted me. I called to find out what is going on only to be told I am still not on the schedule for surgery, even though, I had my pre op (waste of money) and my husband took those days off from work. I was told they would try to "fit me in" through a cancellation. At this point, I no longer felt confident that my surgery would be handled any better than the lackadaisical scheduling. It pains me to part ways with a doctor I like, but the support staff is lacking. One could say this is a current problem and growing pains of a new corporate owner but reading through reviews, this has been a problem for a few years. Everyone was polite and very nice, no complaints there, but otherwise patient service is chaotic and non responsive. And yes, it is virtually impossible to get through to a live human and that is why, folks calling should pick Option 1 which is for medical providers, at least you have a slim chance to speak with an actual person.

UPDATE: I finally did get a phone call this morning. They were very gracious about the misunderstanding between my actual appointment time and when I was supposed to come. Even though I was late, due to this misunderstanding, they still took me and had me in and out in 45 minutes. The service at their office was excellent.

Dr. Gupta and the staff are great. I look forward to getting my lens issue resolved next month. I still cannot believe it's been almost 8 years since Dr. Gupta did my cataract surgery! I am grateful for her skills because I can see almost 20-20 in both eyes!

I've been calling multiple times for a week now regarding a billing issue and have not received a response. Their billing office billed me instead of my insurance. Completely unacceptable.

The front office does not answer phone calls or returns calls. It's essentially not possible to talk to anyone, let alone get a message to the doctor or get the doctor to get back to me, the patient. In the absence of providing a patient portal, this is a dead-end, and the reason why I am changing provider for eye care this month.

For some reason this Opthalmology practice has gone downhill. It may be because they are now owned by a corporate medical concern. I would also add that many opthalmologists offer laser or non-laser surgery for cataract operations. Large studies have shown non-laser surgery to be just as effective. This location automatically signs you up for laser surgery, which is about $2,000 more & not covered by many insurance entities. If you get scheduled for cataract surgery, ask whether laser surgery is indicated, other than the fact the practice makes an extra $2,000 profit. If the response is that laser surgery is more effective. show them journal articles that claims both methods have equal outcomes.

Very hard to reach someone on the phone, have to call multiple times, phone just does not get picked up. Bad follow up, was promised that I will be called back with update twice, and after three weeks of wait after each call - no follow-up whatsoever! Trying to do my third reminder, but cannot reach a live person. Doctors might be great, but hard to prove it when office does not function well. Time to look for a new doctor!

Been trying for nearly a year to schedule surgery. Multiple calls and voice mails went unanswered. Finally got surgery dates a couple of months ago, but was notified shortly afterwards dr cannot do required followup because of scheduling conflict. I was asked to call to reschedule. But since no one answers the phones or return calls I have been unable to reschedule. Im trying to cancel the surgery with this dr. And Im looking for a new ophthalmologist.