Eye Consultants of Kentucky, PSC — Local services in Lexington

I called to make a routine appointment for an exam and to update my prescription for contact lenses and glasses. I have been seeing the same doctor for over 10 years. This person was a "contact specialist" because of a surgical eye condition. When I called I was told my Dr. had retired and that I could be seen by another Dr. in the office. The appointment was made for over three weeks ago and I was called the day prior to the appointment as a reminder.

I drove from Richmond to Lexington. Went through all the COVID screening, waited in the waiting room for over 30 minutes just to get sat into an exam room to find out the Dr. I was schedule with was not a "contact specialist". I was given the option to stay for an exam, but that I would have to go somewhere else to get another exam for contacts. Without hesitation, I refused.

Why was I scheduled with a Dr who could not provide the services I needed? (WHEN YOU HAVE MY CHART!?!?!) Does the Dr. even look at a patients chart before entering the room? Especially when a patient is being referred to you from a retired colleague? (WHO SPECIALIZES IN SOMETHING YOU DO NOT!?!?!)

NOT ONE person apologized for their mistake of NOT properly scheduling me with a qualified specialist. Instead they explained ALL of Dr. Westin's patients were referred to another physician in another practice (EXCEPT ME obviously). Then on a Post It note wrote down the name and phone number of the referral for me to figure out.

So now I am left with no optometrist. I am on my last of the disposable contacts. And not ONE person in that office believes they did anything wrong or apologized to me for their mistake or for putting me in the predicament...

I took my 83 old mother there yesterday and had called to get directions since the area around the Richmond Road hospitals was very populated. We mistakenly missed Eagle View lane and ended up around the corner of the next intersection. The receptionist was not friendly at all giving us directions and made us feel inadequate at finding their office. The technician was confusing and my mother was hard of tearing, so needless to say she needed someone to speak directly to her and not me, plus to not look away continuously at her computer. Then she told her that insurance will not cover cateract surgery if she was not having vision problems. She was told a few months prior it was a dire need to get it removed. She was willing to pay out of pocket if need be at that time. Also, Dr. Garrett was very impatient with her and asked me questions when she didn’t understand. He never really looked directly at her for very long when talking to her or me. The reason for her misunderstanding was he looked at his computer at her records and acted as if she was getting eye correction surgery and the cataract was not a big issue. He was so confusing at her exam that we left there considering not ever going back. I expect that to be correct after our talk going home. Dr. Garrett didn’t even notice she required help sitting in the examination chair, even though she was using a walker. He mostly left her on her own to sit down while he looked at the computer. If I ever have eye problems, I will look...

I don't care if Dr. Garret is God himself, the way his staff treated me, I will NEVER go to him again. The desk person made me pay upfront, yet she billed Humana for the appointment. She nastily told me if I didn't pay upfront, even though I have Humana vision care, she'd have to reschedule until I could "come up the money." How dare she! Then when I raised concerns about not being able to drive after having drops in my eyes (nobody warned me of this, so I didn't have a driver), the technician said, "If you don't want drops in your eyes, go to Lenscrafters." Unbelievable! Humana called to ask them to submit the claim, and they refused. Now I've been jumping through hoops for two days, and on hold for nearly an hour each phone call, to get Humana to reimburse me for what I had to pay upfront. I'm 70 and quite ill, and they treated me like a vagrant sleeping on the street. NOT ONE SCINTILLA OF RESPECT! Screw Eye Consultants of KY and Dr. Garrett. I'll find someone else. I filed a grievance...