Walked past the Optical Express store – saw promotion, collected flier and business card.
Phoned to ask for Surgery information and success/turn away statistics and information on surgeons and company brochure. Received nothing.
Few days later called again to book free consultation and ask for above information again. Was told that I couldn’t wear soft contact lenses for a week. From internet research and other Laser companies brochures I knew that for toric soft lenses you have to leave at least 2 weeks without lenses, so I booked for 2 weeks. Still received no documentation.
Arrived at consultation. There were two ladies behind the reception desk, I was given forms to complete, and then I was left waiting for about 30 minutes. One of the ladies behind the reception desk lead me to one of the testing rooms and started a number of tests (Oh, so she is the Optometrist, then? – I still haven’t a clue what her name was). I am inquisitive so I was asking – what is this test for, what does that one do? I felt uneasy because of the lack of communication – compared to other people’s reviews of their consultations. One of the drops I was given made my vision very distorted and fuzzy, even with my glasses on, I felt very disoriented. I was told that I was suitable surgery. I was told that my eyes are slightly dry and that I would be given special eye drops to prepare the eyes for surgery. But I will be explained everything in the patient counseling. I was then back in reception and was given a company glossy brochure to read by the other lady at reception. (It was very difficult to read because of the drops, my prescription seemed to be in reverse!). She had written her name and contact number on it, she then told me it was to come with her for patient counseling. (Ok, so she is the patient councilor not the receptionist). She explained that Lasik they cut the flap, laser for seconds, go home, come back for check ups, eyes might feel dry and gritty in the beginning, blah, blah, blah. (The glossy brochure – parrot fashion) Oh, and half way through the explanation, I was asked if I minded sharing this session with another patient who was having the same procedure. Yes, actually I do mind – as “I don’t see how you can give me personal information about my circumstances when I am with someone else”. After the speech, I felt very uneasy and too disoriented to think clearly – What about the risks, I asked? What about having dry eyes, and flap complications and over and under correction, night driving. I was told that I would be given drops to easy the dryness if it occurred (very rare) and that I would be able to have free follow-up surgery if required, antibiotics if I have infection (also very rare) and since she has been working here there has never been any serious problems. If I had difficulty driving at night with the light (I already do), I could be given glasses to cut out the glare (all very sugar coated answers). I was asked to sign something outlining the risks (just for her records) and pay a deposit to book the surgery, which would be refundable if I changed my mind. I would not sign something I could not read (even if I was given a copy to take home) – and asked if I could have sometime to try to read it in reception (thinking-why was I not given this before the eye drops), “But it is only for my records, it is nothing legally binding” and also I was not going to consider booking until I felt confident and had more information. “Well, I can’t guarantee how long the special is going to last, it could end in the next couple of days”. (classic sales pressure) I don’t think money should be a consideration it comes to your eyes, or you should go ahead if you feel uneasy.
Dodgy Consultation aside, a further look on this website made me feel confident that the surgeons at least were excellent and professional and I could not find any bad press about Optical Express. So I called to Book. I chose a date, said that this was conditional that I receive full information on the surgeon. I was told that she would call me back to confirm date. Three phone calls later, some assertiveness (“I feel really nervous and uneasy about your company”) and a day later I finally got to speak to my councilor, who asked again what day I would like to book and then promptly confirmed. The assertiveness must have worked because she was very attentive and friendly and thorough from then on. I was told an information pack would be sent to me about my surgeon. I asked about my special eye drops. Saturday, I went back to store to sign forms and again I asked about special eye drops, was given name of drops to purchase from Boots. Told that surgeon pack was sent out to me already. Tuesday, still no information on surgeon – I assure you there is nothing wrong with postal deliveries to my house. Called and was told that I would be called back with the surgeons name. That was hours ago. So I sit here a week before my surgery – Still not knowing -; what is their % rates for “touch-up” surgery?, their success % for 20/20 vision? (not just lasik’s success rates), will the surgeon himself examine me and test me before procedure?, who is my surgeon and is he/she a full “consultant surgeon” and their background. what is my personal risk to Starburst effect and dry eye syndrome, what is my personal forecast of success? Am I crazy to go through with the surgery, should I cancel or am i being too fussy or . Is it a classic case of you get what you pay for.
I have just been told by someone at Optical Express that my file hasnt even been sent to the surgery get (she had a problem locating it, thus the
delayed call back), so a surgean has not been allocated to me, so when they
told me that the details had been posted to me - was that a lie, I am
confused? The Counciler is on a business trip, so I will have to wait a few more days. At worst case,I think I am going to go through the pre-op consultation only if it is with the surgean.If he is utterly professional and thorough/detailed and if he can answer all my questions and put me at ease, then I will continue with the surgery. If not then, I will have to avoid temptation and walk out.