University Eye Center at Ketchum Health

Great new location… I been coming here for over 15 years to the old location and I been getting great service every time. No matter who I see I’m always treated with respect and they all ways listen to my concerns or the needs that I have.

Brought my 5 year old daughter here for a second opinion. I’m so glad I decided to come here. Had no problem getting an appointment right away. We checked in, did some paperwork and were called back within 10 minutes. Let’s just say this place is great with kids. The staff is so friendly. I’ve never seen a facility do such a extensive exam on my daughter. They were so patient with her, and i greatly appreciated that. The doctors throughly explained everything to me and answered all my questions and concerns. They did advise me they will be following up with her to makesure she is fine. If your looking for a great place to take your children, I recommend this office.

If I could give TEN stars I would!!! Dr. Justin Kwan is PHENOMENAL and his students are eager to learn and SO friendly!!! I’ve suffered with severe dry eye since I can remember and Dr. Kwan has done multiple treatments for my eyes. I received temporary eye plugs while I attended Stagecoach Music festival end of April and I am NOT joking I had ZERO issues until they dissolved. I have suffered with what feels like a floater in my right eye for years and he’s the ONLY Dr. to ever fix/​help my issues. I also have seasonal allergies and sensitive blue eyes. I now have the permanent plugs in (as of today) and I’m confident they’ll help for years and years. I’m SO grateful I remembered this facility from when I was a student at CSUF a few years ago. I have gone for multiple eye exams at Costco and other eye facilities but NOBODY has cared about my well being the way Dr. Kwan and his staff have. He even emailed me to check on my eyes at the end of my Stagecoach trip, and sent me a text to let me know I may have to wait a bit today (I was late for my 9am appt at 9:15 and still out before 10am). I am seriously OVERJOYED with the level of customer service I received here and I HIGHLY recommend this center to everyone! Thank you SO much for ALL that you’ve done for myself and all the other dry eye sufferers out there!!!

In the optical department, Ernie is incredible. Four years ago I started coming here for glasses and contacts. Ernie helped me find very nice frames and recommended a special type of progressive lenses. I hadn’t liked progressives in prior years, but once I got that pair, I never even cared to use contacts anymore. The vision everywhere was incredible. If you’ve been hard to fit with glasses, ask for Ernie in the optical store. He is fantastic.

Since I need to have my eyes checked every three months, my contacts every six aside from my yearly exam, I spend a lot of time at the eye center (now, Marshall B. Ketchum University).
This is an update to my last review. Things have not improved. But, this is not to speak of the eye care, which is great. However, some of the other very important part of this center are not so very great. This is in regard to Customer Service, which, as it seems to be lacking.
1. The front desk…
a.) Ignoring who is in front of you does not help the customer know they are not in the right place, because, there are no specific signs as to who is handling client check-​in
b.) Treat the client as though they are more important than YOU. That would help. And, if you don’t like the front desk, your boss, dealing with questions by clients, then get another job and stop giving the clients your attitude and consider another job opportunity that doesn’t deal with customer service. It would be greatly appreciated.
c.) When you are unable to answer a question, don’t treat your «guess» as the answer. That leads to a lot of problems, after the fact. Its more than okay to say, «I don’t know, but let me see what I can find out for you.» Then, you’ll have learned something new for the next time someone asks you that question. If you don’t wish to learn new things, consider work that is less challenging and more redundant. People are needed with those skills, just not in the customer service industry.
2. The student doctors…
a.) Please consult with the attending doctor when there is a question. You’ve only seen this patient one time, but, the attending doctor has a history w/​the patient. He/​She will not mind should you consult with them. Consulting is extremely important in many professions, and, most assuredly in all areas of the medical profession. A patient having to come back because they received the wrong information, does not help the University’s reputation. And, you are usually gone and don’t have to deal w/​the repercussions, unless, they need to come back in a week or two due to the wrong information. Then, patients lose confidence in doctors who will be seeing them in the future.
3. Scheduling…
a.) Post your hours on you door. If you have to be gone for a period of time for whatever reason, leave a sign as to when you will return.
b.) Consider the patients needs first. (In the last 2 years, no matter what day of the week, what time of day, the scheduling person for eye care was only found, once. All of the other times when we went back to schedule my next 3 month appt. we could not find her. I had to call back, which was extremely difficult with the work I had. If I called and left a message, I nearly never received a return call at a time I could discuss the scheduling of my next appointment.)
c.) If you can’t be there for a good while, then, someone should be able to schedule the next appointment without all of the calling back, leaving messages etc. and so on. So much wasted time.
Pros: The doctors, the student doctors, the larger part of the staff
Cons: Customer Service
Scheduling
The new location
Recommend: Yes (if you only go once a year, you will likely have few of these concerns.)
Cost: I do have VSP and medical insurance, but still pay about $ 500‑1000 more a year. I had the same exact care at a place in Santa Monica, for the $ 25 co-​pay w/​VSP, but, when that doctor sold his business (he was in his 80’s), the doctor who bought it, no longer took insurance, nor offered all of the eye care disciplines located in the same place. So, I don’t come to Marshall B. Ketchum because of the cost, but, for the experienced doctors and well trained student doctors.
The 3 star rating comes from the average of these areas.
I would give 5 stars to the doctors

3 stars to the student doctors

2 stars to all ends of customer service,
This is particularly related to front desk and the ability to schedule immediately when you are on site. It seems to be either inefficiency, or lack of concern for customer service. Everyone is very nice, but, if they are not there to provide the service they are supposed to offer or a way for the customer/​patient to leave with what they need, there is a huge disconnect.
It would be nice to be greeted politely, or even spoken to as you stand at that front desk. Somehow, the customer/​patient should be acknowledged and redirected as needed, not ignored because «that’s not my job». Even nicer, if the person you are supposed to check in with is sitting right next to the person whose attention you are trying to get in order to check in, would lift there head and offer you that assistance, immediately. Better yet, put up a sign: «Check in here».
***Let customers reschedule before they leave.

One of the reasons I went back in is because of my 1^st visit with was exceptional. I did not realize the superb service and treatment given till I went somewhere else. Your services are the best and I enjoyed my visit exceedingly. You ask what would I change, «Would you offer a a Rib-​Eye Steak Dinner with the visit?» Lol.
I was treated with dignity and respect, «The old fashioned way just like the good old days when people actually cared!»

I’ve been a patient here for 6+ years and have always had good experiences with all of the doctors/​students. They’re all very kind and thoroughly explain and answer any questions. I also use their optical center for eyeglasses/​sunglasses. The service there is at times, hit or miss. However, today I was approached by Ernie, one of the associates. Ernie, completely exceeded my expectations and quite possibly provided the best customer service I’ve ever encountered anywhere. He was patient, answered questions, extremely genuine and just an overall easy going guy. He wasn’t bothered by my questions and didn’t mind adjusting my current glasses. This guy really knows what he’s doing and how to treat customers. It makes sense that he’s been employee of the year twice in a row. Now if they can only get the manager of that place to exude the same customer service that Ernie provides. She was horrible to work with and lacked any sort of understanding of her job. Ernie should just have her job. Haha! Thanks again, Ernie! You were awesome!

Most comprehensive exam I’ve ever had. Brought my 16 yr old son in for new glasses and received great service from the students and the supervising doctor. He wanted to try contacts, but had several failed attempts at other places. They encouraged him to come back for a contact fitting and said they would work with him. I saw how great they were with him so I made an appointment for myself. My experience was just as great. I received my contacts on Tuesday and my son received his on Wednesday. The students related to him and worked so patiently with him. We both purchased great back up glasses from the vast selection of frames. We are pleased contact wearing Eye Center patients. Would highly recommend.

This is an overdue update to my review. In my last review 4 years ago I was very unhappy that the wonderful service and care seemed absent. I have gone back 3 times since and had an emergency one time. All 3 visits were an hour or less. The last 2 times Dr. Kwan was the doctor. Today I was taken care of by Elaine and Dr. Schornack. I feel so much better now giving this place an updated review. The one that really solidified this rating was when I had pink eye last year and could not wear contacts while I was being treated. I had no glasses so I had no back up. They made me an emergency pair in one day. That alone warrants the updated review, and my experience today definitely didn’t hurt it. Well done!

Worst customer service ever.
Spoke w/​a woman name Alma to make an appointment with an ophthalmologist.
I had mentioned to her that one of the symptoms I was experiencing was dry eyes, and she said the ophthalmologists would NOT be able to help with that. I said I wanted to still make an appointment because of other potential problems my eye would have (such as with my Retina, etc.), and would not even allow me to schedule an appointment.
I don’t know what kind of place this is, but this was unheard of. I DO NOT RECOMMEND THIS BUSINESS UNLESS, THEY GET RID OF ALMA (WHO SEEMS TO BE THE LADY IN CHARGE OF SCHEDULING APPOINTMENTS), OR AT LEAST UNTIL SHE RECEIVES SOME PROPER TRAINING ON HANDLING CUSTOMERS AND PROVIDING BETTER SERVICE.

Everyone was very helpful and kind. My son was referred here by optometrist to get evaluated for vision therapy so our initial appt was 3 hours long but they are very thorough so the prescription will be accurate. My appt was at 3:00 and they called us in at 3:00. I would recommend this place to friends.

They do the most thorough and accurate exam in the industry. I love this place. I started taking my kids there 20 years ago and still think they’re awesome.

I have been coming here for several years while I lived in OC– While the exam is lengthy, it’s thorough. It’s the first time ever that I had the right prescription and could see at my best.
If you want fast service, i.e., exam and delivery of your glasses — this is not the place for you. It’s a college with students performing the exam and assisting the patient with their glasses. It is thorough and everyone is pleasant. The instructors check everything the student does.
I now live in Las Vegas and still drive to Fullerton to have my annual exam. They are accommodating with everything, including mailing my glasses when they come in.

Everyone is really nice and helpful. Very knowledgeable staff that is here to help all patients. I’m really happy with my experience! I wish I found this place sooner. The only downside is that they don’t accept HMO.

So I went there about a year ago but I’m still bitter.
In a nutshell, i know it’s a school but man, it took over 2 hours for them to examine me, and then they asked me to come back to get my glasses… OK fine, so i went back, mind you this place is not that close to me.
2^nd visit, (this was another 2 hour visit) they said they wanted to add drops to my eyes to do a more thorough examination, however, it would make my eyes blurry so it would not be too safe to drive home on my own. What the fudge? Why didn’t you tell me that on my last visit so i could have someone drive me home!!! I’m getting pretty pissed off at this point…
At the end of my visit, they ask me to come back a 3^rd time to do the eye drop exam … OH Hell no. this is ridiculous… I don’t have time to sit around for hours again when
i could have gone to a regular eye doc and been done with all of this in 1 hour…
and what’s shocking is, their office is pretty busy with customers… Why i ask myself ?? Is is cheaper than other places? Even if it is, it’s not worth it, all that waiting and having to come back over and over again … ARGH… i hate this place.

this is an awesome place to go I have to go here ecause of there specialities with contacts. Plus they take our insurance so that helps out alot. You get what you pay for here and they are on time and they take there time with you each visit and they answer any of your questions you have and they are in a good location. its far from my house at least 30 – 45 min drive but it is totally worth it.

University Eye Center is great! Located next to Cal State Fullerton right off the 57 on Yorba Linda.
— State of the art eye exams by a student but you still get a non-​student professional that double checks and consults — like two eye doctors in one!
— They do more here than any other eye doctor i’ve had including photograph your inner eye for problems. I learned here that I have a freckle on the back of my eye that we check on every visit.
— it’s fun to meet new students every year.

For my daughter, this place has been outstanding. She has had double vision and focussing issues and this place was highly recommended. It was determined she had strength issues with her eye muscles and she has gone through 5 weeks of weekly sessions and at-​home daily exercises. It has worked wonderfully with almost immediate results. The staff is headed by doctors but administered by students at the campus. Great staff, very attentive and friendly.

I can’t complain the check up was very thorough.
When it comes to services I guess I think good equals fast and this eye exam took forever and we had to come back…
In the end they recommended eye therapy instead of glasses… really?
I guess that’s good, but I still have a kid with Dilated eyes, so who knows how this story will end.

Don’t mind being a bit of a guinea pig? Then this is the place for you!
Part of the Southern California College of Optometry, the Eye Care Center is a training ground for up and coming Optometrists working under the careful supervision of a mentor Doctor of Optometry.
These young doc’s in training will do the initial eye exam on you, and report their findings to their mentor who will complete the final check up.
Pro’s:
— These guys are up to date on all the latest techniques and information.
— They’re usually very friendly, taking a very active interest in your exam.
— They take their time, making sure everything is done right.
— The college has all the state of the art equipment at their disposal.
— Really nice staff, especially at the payment (insurance verifying) desk.
— It’s a really nice facility. Beautiful inside and outside.
— Parking is great! Just steps from the door to the ECC.
Con’s:
— The trainees don’t always get the techniques right. (my lovely doc in training did the air puff test on my eyes… oh about 18 times… because the reading didn’t look right.)
— They take their time, making sure everything is done right. (even if it means the light gets shined in your eye for WAY longer that it ever should.)
— You’re there for a while, as their mentor re-​hashes everything with his /​her trainees.
In the end, I don’t mind things taking a little longer… and the procedure being a bit more drawn out. They are genuinely nice over here and really have your best interests at heart. I trust them, and that’s more than I can say for a lot of doctor’s I’ve ever visited.