Costello Eye Physicians & Surgeons

I have been continually receiving phone calls from this office addressed to someone else. They leave voicemails with private medical information about the patient they are trying to reach. THREE SEPARATE TIMES, I have answered, spoken to a receptionist, and told them what was going on and that they had the wrong number. This morning they left another voicemail that sounded like urgently needed medical information for a patient who might be dealing with a complication after surgery or something, so I called back as soon as I saw it. I sat on hold for 13 minutes and then was met with the most ridiculous attitude from the person who answered. I tried to explain the situation again, and she immediately cut me off and asked for my date of birth. I said no, I am not a patient there, I am trying to tell you what is going on, and she kept talking over me and basically berating me. I finally said, "Excuse me, I am trying to tell you what is happening so you can fix it and get this message to YOUR patient," and she finally paused for half a second. I told her, again, that I am not a patient, this is not the correct number, and that it is extremely concerning that I have had to tell them multiple times that they are sharing private medical information with me over voicemail about someone else, including her first name. She literally said, "Well if you don't have a last name there is nothing I can do except pass the information along. I can't do anything about the automated system." I said, "It isn't an automated system, it is a nurse or receptionist relaying instructions from a doctor," and she repeated, "Well if you don't even have her last name then I don't know what you want me to do. It is going to take me a while to fix this." Like??? SORRY I don't have YOUR patient's full name and date of birth. I must have missed it in all the other HIPAA violations you committed! My bad! Just absolutely ridiculous that this happened more than once after being notified, and then the attitude of the person on the phone. If you have a type of job where you deal with patients you should probably act like a human being who has been on earth before. To all other patients, you should be concerned that this practice does not care about your privacy.

I was impressed with their professionalism and efficiency. Having cataract removal was a bit unnerving however good information and guidance made it much easier.Thank you Dr. Costello and associates!!

Receptionist manners need some work , she was very rude and disrespectful to my husband on the phone . He was trying to explain something and she wouldn't let him talk . She kept cutting him off telling him she knew exactly what the problem was ( honestly didn't know she had a degree ) . We ended up going to another Dr office after insurance was already used for this so now things have to be out of pocket . If you can't treat people with respect find another job that doesn't involve working with people . Shame on you for being disrespectful . And to the drs your receptionist's actions reflect on you . "

Dont waste your time. The female doctor there is EXTREMELY rude, the front staff is clearly over worked and cant keep track of anything. When you complain about the wait time you get told that theres nothing they can do and its because of the doctors. If you get an appointment make sure you have 4 hours to waste. Its clearly a place that only cares about $$$

I was informed of the length of wait when appointments were made. I have had both eyes done for cataracts, I was treated and informed with every move they made,, very friendly staff at both Oneonta and Griffiss , and new Hartford,My eyes feel great I no longer have blurry sight and feel great. Thank you to all and I would highly recommend Costello eye to anyone

Always way overbooked, long waits! No consideration, I have always waited 1 to 1 1/2 hrs and the doctor doesn't think that's a long time to wait. The practice should do more to ensure people are seen on time and not tripled booked!

Went to my scheduled appt. Only to get there and be told that it had been rescheduled with no reason given. I took off from work to be scheduled a month out very unprofessional never received a call or a letter stating the appt was cancelled!!! Gas isn't cheap neither is missing a day of work very inconvenient unprofessional inconsiderate will not be returning and this was the initial visit big no my time iss very valuable

Left before seeing a practitioner , even though I waited 3 months for appointment. I showed up 15 min. Early with all my paper work and insurance card , they couldn't find my appointment in the system even though I played them the voice-mail of them confirming my appointment, lost all confidence in them and left