CONGRATULATIONS AND WELCOME
TO OUR PRACTICE!
We would like to take this opportunity to explain a few of our policies and procedures to you.
Appointments
Please be on time to your appointments and arrive a few minutes early. This time is reserved for you. If you arrive more than 10 minutes late to your appointment, please expect the possibility that the office may have to reschedule your appointment so as not to inconvenience other patients.
Please confirm your appointment. You will receive a confirmation notification three days prior to your appointment. It is important that you confirm this appointment by completing the appointment forms sent to you via text or email so that your appointment date and time is held for you. If you do not speak directly with a receptionist, please leave a text message or a voicemail. It will be picked up the next business day.
Please provide a 24-hour notice for rescheduling or cancelling appointments. If a 24-hour notice is not given for rescheduling or cancelling appointments, it will be counted as a failed appointment. Failed appointments are a problem for everyone. A failed appointment delays your treatment and prevents another patient who may need care to come in your place. To eliminate potential back-ups, we will be rescheduling failed appointments as our schedule permits, which will mean a possible wait of a few weeks. Please note that failed appointments will result in additional charge of $25.00 to your account.
Accounting
Our office offers the following financial arrangements: cash, check, credit cards.
Full balance is due at the time of visit. Any check or bank draft returned to the office as unpaid will result in a $25.00 return item fee. As a courtesy to our insurance patients, we will bill your insurance, however the balance due is your responsibility.
Any insurance balances not paid on your behalf by your insurance within 45 days from the date of service will be your responsibility. Please be certain the insurance information you gave us is accurate. We cannot be responsible for any incorrect insurance information presented to our office. Any insurance information presented after care has been rendered will be your responsibility to request reimbursement directly from your insurance carrier.
Due to the various number of insurance plans available we cannot guarantee what an insurance company will reimburse. Our calculations are based on the information provided by your insurance company. If there are any discrepancies in the coverage amount paid by the insurance company on your behalf, we will either bill you the difference or credit your account for any overpayment.
Refunds
We do not process refunds on eyewear or contact lens orders once a transaction is completed. Changes can be made if the order is not yet completed. Any upgrades requested after the order is processed will be charged at full price. Any upgrades removed will be credited to the account if changes are still able to be made. Please be aware that lab work is processed within same day of your visit. The contact lens fitting process is divided into two parts - professional fees based on the complexity of the fit and material fees. There are no refunds for any professional fees incurred during the trial contact lens fitting.
Product Guarantees
Our office strives to give the best eye care products to our patients. If you are not fully satisfied with your eyewear, please call us so that we can do whatever is necessary to correct the problem. Please keep in mind the following policies:
1. We stand behind our prescription. Our doctor is available to recheck your prescription needs if you have any difficulties with glasses purchased at our office (at no charge). We want you to love your eyewear!
2. We offer a 14-day exchange privilege on your frame. After getting your new eyewear, if you decide you don’t like the frame, you can exchange it for any frame of equal or lesser value at no additional charge. Any frame of greater value will be charged at a difference in cost between the two. If new lenses are required, a small lab re-grinding fee will be charged. The re-grinding fee varies with the type of lens used, so please check with the optician.
3. All frames carry a one-year guaranteed against defective workmanship, at no additional charge. If your eyewear breaks, due to manufacturer’s defect, just return the broken parts and your eyewear will be repaired or replaced for free.
4. We routinely fit our patients with progressive “no-line” bifocals. In the unlikely event you are unable to adapt to the progressive, we will gladly refit you into the lens of your choice at no additional charge.
5. All plastic lenses with Anti reflective coatings or scratch resistant coatings are warrantied for up to 1 year if they do scratch, they will be replaced at no additional charge.
6. Please be advised that all redoes and all warranties can only be honored with the same frame/lens options as the original order.
Notice of Privacy Rights
While providing service to you, we create, receive and store health information that identifies you. It is often necessary to use and disclose this health information to treat you, to obtain payment for our services, and to conduct healthcare operations involving our office. The Notice of Privacy Practices you have been given describes these uses and disclosures in detail.
We are pleased that you have chosen our office for your eye care. We look forward to helping you maintain your eyes for life.
