Report: #996077

Complaint Review: Houston Eye Associates

  • Submitted: Sun, January 13, 2013
  • Updated: Thu, January 31, 2013
  • Reported By: Bob — Kingwood Texas U.S.A.
  • Houston Eye Associates
    22999 Hwy 59 N Suite 108
    Kingwood, Texas
    United States of America
  • Phone: 281-348-3375
  • Web:
  • Category: Eye Care

Houston Eye Associates HEA Unless you have hours to wait, bypass this company Kingwood, Texas

*Author of original report: UPDATE

*Author of original report: Update

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I developed cataracts and required surgery. Up until the day of surgery, Dec. 18, 2012, everything went smoothly.  On the day of surgery, I arrived 15 minutes before the scheduled arrival time.  It took less than 15 minutes to complete registration.  Five (5) hours later, and excuses that the docotr had problems with the first surgery and it took a "little longer", I was finally taken to pre-op.  Since I had followed instructions and not had anything to eat or drink for 14 hours, I was dehydrated.  After sticking me five (5) times to get the IV started, they were finally successful.  Now that the right eye had been completed, it was time to schedule the left eye.  BIG MISTAKE!  On the day of surgery, January 8, 2013, they changed my arrival time from 7:45 AM to 8:45 AM.  I arrived at 8:20 AM and was registered within 5 minutes.  When 10:00 AM rolled around, I started getting worried.  A nurse came out and said the same thing they told me on Dec. 18 (which I had already found out was a lie) that the first surgery ran overtime.  I told her to get me the scheduling nurse for the doctor and she said she would be "right back".  We never saw her again.  At 10:30 AM, I decided enough is enough, told the front desk I was leaving and did so. Now it has been six (6) days since that "surgery" and I have not even had so much as a call from Houston Eye Associates, even though I called them on January 10 and have sent them two emails.  On January 11, the surgical hospital called to see how I was doing.  I told them as well as can be expected considering that the surgery was not done.  They did not know that I had not had the surgery!  As far a Houston Eye Associates is concerned, they have not called or tried to contact me at all.  I can only assume they couldn't care less that I am walking around with one lens in my glasses and half of the surgery completed. 

I am willing to allow HEA to do what they contracted to do, but I will not wait for hours in the surgical waiting room.  I Have had numerous outpatient surgeries and never had more than a 30 minute wait for any of them...except for these two disasterous incidents. 

In my last email, I told HEA that if they do not contact me and schedule, I will file a chargeback on my credit card and notify my insurance company that the pre-op exam and surgery are not to be paid as the servies were not performed in a timely manner and I will have to seek surgery elsewhere with a more reputable firm.
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#1 Author of original report


AUTHOR: Bob - (U.S.A.)

On January 29, HEA and the same doctor performed the second surgery.  I was told to arrive at the surgical hospital at 7:00 AM.  I was either the first or second patient taken to pre-op.  Wait time was less than 20 minutes.  The surgery was completed very successfully, but I noted that everyone I talked with said something along the lines of, "Didn't you have to wait a long time for your last surgery?"  It is my belief that someone read what I wrote here, or read one of my emails or read the post-op survey I had filled out from the surgical hospital.  Later, I found out that my surgery was actually scheduled for 9:20 AM, meaning they expected me to wait for 2 hours and 20 minutes before surgery.  I also found out that my wife had talked with a supervisor at the hospital and she moved me to the front of the line. 

According to hospital staff, the doctor wants his patients to arrive at least 2 hours before surgery.  According to the doctors staff, the hospital has scheduling problems.  So who is to blame for this insanity?  I can't say for sure, but I suspect HEA. 

Would I recommend HEA for your eye care?  I would, but in doing so, I recommend you have a little talk with the doctor about how long you will have to wait.  They do excellent work and their post-op procedures are above standard. 

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#2 Author of original report


AUTHOR: Bob - (U.S.A.)

It took a week for HEA to finally call me.  The doctor called and confirmed I had been lied surgical hospital personnel.  He was very nice, thought we had a great doctor-patient relationship and offered to either complete what had already been started or refer me to another doctor who would preform the surgery.  I still have confidence in the original doctor and I still feel it was not his fault, so I asked that he be the surgeon again.  He I would recieve a call from the scheduling nurse and I did get that call the next day.  Surgery is now scheduled for January 30, 2013. 

I do feel that I would not have been called by the doctor had I not called the HEA office or had not sent them two emails or posted my position here.  It is my belief that the doctor was instructed by HEA officials to resolve this matter as quickly as possible.

I will report back here AFTER the surgery with further updates, including my wait time.  I hope they have narrowed their wait times to within acceptable limits. 

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