Here are some of the Frequently Asked Questions our Call Center has recently received:
- Are you open? What are your hours?
Sorry, we're closed
We are currently seeing patients for routine and urgent eye care needs at all of our locations. The majority of our locations are normally open from 8 a.m. – 5 p.m., Monday – Friday. Some of our smaller locations such as Lake Wales close from 12-1 for lunch. Most of our locations stay open later one night a week to assist those patients who need to come in at a later time. You can click on our Location tab to see our individual locations with their hours of operation listed.
- How soon can I be seen?
It depends on the need for the visit. If emergent we will try to see you right away. We also offer our Telehealth service for virtual consultations for patients who are having problems with your vision or other eye health concerns. You can schedule a virtual visit with one of our doctors. Many insurances are covering the cost of the video exam so there may be a little or no out of pocket expense to you. All you need is a cell phone with video capabilities and we will talk you through the rest. Call us at 800-282-3937 to schedule a virtual consultation or regular appointment.
- I don’t have any insurance, how much is an appointment?
The price of an appointment is based on the reason for the visit and if there are any medical needs for diagnostic testing to be done in addition to your office visit. The diagnostic testing can vary from 5 different levels, therefore it is hard to give an exact quote for the appointment. On average, routine eye exams without insurance start at $109 and Contact Lens evaluation (fitting) fees start at $40 in addition to the routine eye exam fee. Please see question # 8 for clarification on the contact lens evaluation fee. Again, if the exam is deemed medical or requires additional testing, the charges could go up. Please feel free to call 800-282-3937 to discuss your chief complaint or eye care needs to obtain a better idea of visit costs.
- Do we accept your insurance?
Please see our list of insurances we accept here
- What is Refraction?
Refraction is a measurement that determines the best vision in each eye. The test is necessary if you would like to have a new prescription for glasses or contact lenses, or if you have had a change in your vision. Determining your best vision is the only way to begin an evaluation of your eye health, so we will check your vision with your glasses on or contact lenses in. We perform refractions utilizing precise and highly technical instruments, as well as the expertise of our certified ophthalmic assistants and our doctors. More time is spent on refraction used for a glasses prescription to ensure accuracy.
- Why doesn’t my insurance cover refraction?
Medicare and many other insurance plans consider refraction to a diagnostic vision test not covered under their medical coverage, so this amount is charged separately and is paid directly by the patient. Medicare secondary insurance plans will also not pay the charge since it is not a Medicare-covered service. The refraction fee is a separate fee from the eye examination fee and is due at the time of service along with any copay or co-insurance required by your insurance plan.
- My glasses broke. Can I bring them in for repair?
You can bring them into any of our locations and one of our Opticians would be able to assist you. We are offering our newest service, Vision Valet, that allows patients to be seen in our parking lot to ensure social distancing while picking up glasses, contacts, receiving adjustments and repairs, or to order new glasses. Please park in one of our Vision Valet parking spot and call the number listed for help or visit with our screener staff outside the location for assistance.
8. What is a contact lens evaluation (fitting) fee?
FDA has recognized contact lenses as “medical devices” which must be fit by a professional eye care practitioner. Contact lenses require a separate prescription from glasses and also require additional information since the lenses are worn directly on the eyes. During the exam, the doctor will be calculating powers for your contact lens prescription based on your refraction. The size and shape of the lenses will be determined by measurements of your cornea. The doctor will then evaluate the lenses on your eye to ensure they are fitting appropriately and will assess the condition of the eyelids, conjunctiva, cornea, and tear film in order to achieve the optimal prescription. New wearers will require additional training on proper care and handling of the lenses. There will be a fee that covers the extra tests performed by the doctor along with any necessary follow-up visits and trial lenses. This fee will be in addition to the regular comprehensive eye exam fee. Only some insurance companies cover this fee as they view contact lenses as elective/cosmetic correction. The complexity of the evaluation and prescription determines the cost.
9. What are you doing to keep me safe on my visit from COVID-19?
The safety and health of our patients and staff is our top priority. In response to COVID-19, we have increased our safety procedures to provide you with peace of mind during your visits to include the following:
- All staff and patients are required to wear masks without vents on them at all times. Please be sure to keep your nose and mouth covered at all times.
- All patients are asked screening questions based on CDC guidelines before scheduling, confirming, or rescheduling their appointments.
- All staff and patients must pass our screening questions based on CDC guidelines and have their temperature checked before entering any of our locations. Staff members are re-checked anytime they re-enter our location throughout the day.
- To practice social distancing we are limiting visitors and asking all guests to remain in their cars during the patient’s visit.
- All waiting areas have chairs spread out in 6 feet limits and floor spacing for check-in/out is marked for social distancing.
- We have limited the number of patients our doctors can see throughout the day to further practice social distancing.
- Our Vision Valet Services allows patients to pick-up orders, place new eyeglass or contact orders, have their glasses adjusted, or repaired through curbside service to keep social distancing in place.
- All eyeglass frames handled are cleaned and sanitized after each patient.
- All of our locations are thoroughly disinfected throughout the day.
- Each exam room has an extensive cleaning protocol that includes deep cleaning and sanitizing of all instruments used for patient examinations including all surfaces and chairs that our technicians perform before and after patient entry to the exam room.
- All doctors, technicians, front desk employees utilize alcohol-based hand sanitizer between every patient contact to further minimize any risk.
- We also offer our patients virtual telehealth visits for non-urgent vision concerns. Patients can call 800-282-3937 to schedule a virtual appointment.
We greatly appreciate your understanding and support of our safety procedures. Thank you for allowing us to care for your special eyes!