Unlike the nurses, the surgeon @ Optical Express Birmingham showed NO
empathy towards me before, during and after surgery. For example, during
surgery I found it very difficult to keep my eye still during treatment, no
matter how much the surgeon asked me (rather persistently!) to do so. This
made me more and more anxious at a time when I needed comfort and
reassurance that the way I was feeling was normal and not an issue. I had to
call out for a nurse to hold my hand to help calm me down, and at the end
even apologised for being a "Bad Patient", and enquired whether my eye
movement would jeopardise my results. Perhaps angry with me (although as the
customer and patient and having parted with over £2500 towards having the
work done - this would hardly be fair!), he failed to offer any kind of
re-assurance that my movement would make a difference; in fact quite the
opposite with "we'll see tomorrow" being his remark. Furious, my husband
contacted head office on our return home (whilst I tried to rest, still
really upset and now besides myself in terms of anxiety), and to our huge
relief was told the equipment tracks normal movement and if movement extends
beyond the distance the equipment can track, the laser will simply stop.
Therefore the only problem I had really caused was a slightly longer
procedure. Why couldn't the surgeon have told me this when I asked...? Frankly this dreadful customer service has marred what should have been otherwise an excellent appraisal of Optical Express, Birmingham. *Zeus* (surgeon name provided but withheld)