Bascom Palmer Eye Institute

Impossible to even make an appointment!!!! Worst customer service I have ever experienced!!!
The appointment setters apparently are doctors and try to diagnose you before even helping you with an appointment lol. I have a referral to see an ophthalmologist!!!!! Given by a primary pediatrician and the lady who I thought would make my appointment informed my son needed glasses he doesn’t need to be seen he is 3 and how can she tell over the phone that’s what he needs? I have no clue!!!!! Horrible! I switched insurance because they refused to give me an appointment a few months ago because i was out of network and needed a referral. Lol!!!!! Only to now deal with Dr. Phone Answering Appointment Lady who diagnosis my son while my attempt at initial appointment

Due to horrible complications from a jaw surgery, nerve damage caused me irreparable damage to my face, eyes and vision. After seeing multiple doctors elsewhere, I finally ended up at Bascom Palmer. If rating the quality of doctors and care, I would definitely give 5 stars.
My doctors have been progressive, informative and willing to spend time with me, answering my questions and explaining everything in detail.
Doctors Johnson and Rong in the Oculoplastics department have improved my quality of life immensely starting at the first visit.
Dr. Frankel, my doctor specializing in my scleral and corneal damage has been the most caring and compassionate doctor I’ve ever had. She had options and treatment plans that no other eye doctor was able to give..and she gave me hope.
Unfortunately, Steve B., Clinical Program Director along with the internal Insurance Verification team and Andres L. in the International Department, as well as unknown others made decisions and chose not to follow up on incomplete/incorrect patient data.
Steve and the Insurance Verification Department made assumptions about what my insurance would and wouldn’t cover without calling them to inquire despite long conversations and requests by me to do so. They cancelled my appointments without speaking to me or my insurance company, lied to me, cancelled more appointments and ultimately never submitted the requests for approval from my insurance company.
Andres, who was involved from the beginning never corrected the patient data, my insurance codes, or followed up to ensure the correct steps were being taken to obtain approval for my treatments.
These decisions to not do their jobs properly have caused great delay in my treatments, with great consequence to me…crushing my hope.
I am waiting to hear back from directors of different departments who are supposed to be looking into the matter.
The consequence to these individuals is still to be determined, but it could never equal what they have cost me.

If I could give 0 stars that would be perfect. We haven’t even gone yet, it’s September 3rd and there’s a hurricane off the coast that we would have to drive 4+ hours through to get to said appointment and another 4+ hours back home. When called, the staff answering the phone didn’t seem to care much less be of any help; when told we had a long way to drive and couldn’t safely make it there. Only to be told that we would have to wait another 2 almost 3 months to be seen, on top of already waiting 6 months for today’s date. This is absurd and in no way a medical facility should operate, wanting patients to risk their health and life over a storm. Lunacy. Maybe I’ll change this once we finally get seen, but I doubt it. If you need help, go to a medical facility that treats you like a person with actual compassion and sympathy.

My doctor, Joshua Pasol is amazing! He is very attentive and tries his best to help! He made sure I got the surgery I needed very quickly! The wait times here are a little long but it’s worth it. Plus they have great free hot chocolate and coffee while you wait. Everyone is extremely nice and professional here.

Arrived at Bascom ER. Pleased in how professional, clean & well coordinated are done. This is well known renowned eye treatment hospital. Like all ER’s in the world there is waiting. For people that complain about how expensive it is. Medicine is expensive anywhere in the USA, not just Bascom Palmer!