Rochester Eye Associates

My husband and I are new patients at Rochester Eye Associates. We had our first appointment today. The office staff was welcoming and professional. Our visit from check-in to check out was extremely efficient. It was such a pleasure to meet Dr. Gustin. She was personable, professional and thorough. She explained all the procedures that were being performed and left no questions unanswered. Thank you Dr Gustin. We are happy that you are now our eye care specialist.

This was my first ever eye appointment, but the staff at Rochester Eye Associates immediately put me at ease. They took the time to walk me through every process and ensured that all of my questions were answered thoroughly. Very grateful for their patience and knowledge and can't wait to begin seeing more clearly!

This is the worst healthcare facility I’ve experienced in Rochester. The medical care is fine but everything else about the experience is horrendous. The phone check-in process from the parking lot takes 20 minutes, mostly on hold after being bounced several times. Wait times between stages of the exam or procedure are way above the norm. The front desk staff members are passive-aggressive and behave in a patronizing and disrespectful manner with patients. For example, when I asked about some documentation I was handed at check out, the reply was, “How would I know, I wasn’t in the exam room.” Scribes and techs don’t introduce themselves. Everyone appears bored and disinterested. The ophthalmologist has little “bedside” manner, although clinically competent. Patients are people. A little service mentality and emotional intelligence would go a long way. UPDATE... I was glad to see a reply from the practice. It’s good the see that the feedback is being taken into consideration constructively.

While trying to reschedule an appointment for my son, I am listening to the recording while on hold advertising that they are accepting new patients. There are no open appointments for at least 6 weeks for us to reschedule so why try to acquire new patients that you cannot accommodate. We rescheduled for the Greece office for an earlier date but that was not ideal. Not very happy since my son is struggling to see in school. It may be time to look for a new office.

I was very pleased with the professionalism and the attempt to help alleviate my dry eye symptoms, however, the MiBoFlo treatments did not help at all.