Northwest Eye – Maple Grove Eye Clinic

I said I would update my review if things were different on my follow-​up appointment, so here I am at the keyboard. Things were different — much different. My only frustration this time was that I never got a chance to read a magazine article that looked appealing. I was not kept waiting at all really.
Things went like clockwork — I checked in, waited a minute or two to be called, and then went with the nurse for a few eye tests. Upon completing those, I was moved to the virtually empty back waiting room, picked up a magazine, and saw an interesting article. Before I could get to the correct page number, I was again called.
The doctor came in momentarily. She reviewed the results of the test, examined my eyes and discussed progress and follow-​up steps to be taken. It was a kind, friendly, informative and professional exchange. I was left with no questions.
She then brought up the topic of my Unilocal review. She said they had seen it and that it had an impact. She said they printed copies for every staff member throughout their offices, had meetings over it, and discussed changes that needed to be made. I was impressed — and also a little embarrassed. I mean, I write reviews for other potential clients or customers or, in this case, patients. I never really imagine the business place reading and responding with corrective action. But that is exactly what they did. As I said, impressive — and very, very professional on their part.
I reiterated to her that I completely understand that emergencies arise. And between you and I, if it was me with the emergency, I would greatly appreciate them seeing to it over routine patient visits. So I agree that they did what had to be done. My frustration was with the lack of communication — which she said will not happen again. Not that people might not have to wait if an emergency supersedes all else — but that they will communicate differently with those who are left waiting from the time they step to the front desk.
I had raised one other issue in my previous review; an issue which we did not discuss, which I had forgotten until I got home and looked at the old review again. But I have confidence that patient privacy was also addressed in their offices and changes made.
I’ll admit that I came close to having my records transferred to some other clinic. But I am glad that I didn’t. Not only do I feel that my eyes are being well cared for, I am very impressed with their response to my frustrated review from a month ago. I have never experienced such a professional response to a patient complaint. Not only do I feel I am in good hands medically, I have great respect for their humility and honesty.

Stay away. Stay away. Stay away. HORRIFIC customer service. You can’t even call it service. They are rude and are awful at dealing with insurance companies. I have had to submit paperwork to my insurance on my own. Kacia in the business office is the rudest person I’ve ever spoken with on the phone. I will NEVER ever enter this office ever again. Stay away.

i would give four stars for the doctor but the customer service at this place is extremely horrible! I have been at the place for several of time and everyone is nice and friendly except one day the tech lady took care of my dad was being unprofessional. She raised her voices if you asked questions and her tone is so cruel! Until I could not let her bully us anymore and asked her to leave. Lucky, Clinic Lead lady took care of us.
However, the horrible customer service is unstoppable. Today I called the scheduling department and surprisedly NO ONE picks up the phone at 9 A. M on Friday so… I came to the location to face to face to schedule the appointment. A old lady took me to her cube office and scheduled around 6 APPOINTMENTS for my dad. When I asked her to change the day of the appointment, she told me that she can not because she wrote on paper already and she DID ME A FLAVOR !!! OK…
At this point, I am REALLY upset with NORTHWEST EYE… Is healthcare provider supported to be nice and friendly to patients and the family???
As a nurse, I would tell all my patients and colluegues to stay away from this service.

Have been using NW for sometime now with few complaints. These last 2 times have convinced me to find a new place. All of the problems have to do with the back of the house (ordering contacts) Process goes like this. Pair #1demo returnable pair order at office visit. Subsequent pairs ordered when #1 pair proves correct. When I say or try to order the same quantity as last time but with new prescription comes the epic fail and blaming computers. I’m on call #3 and no one has been able to tell me the quantity I ordered last time. More importantly no customer service to address my complaints. The person on the end of the phone is judge, jury and executioner. The doctors and techs that actually see you have always been great. But the people who have to listen to you on the other end of the line are really no hep whatsoever.

I was looking to schedule an appointment close to my place of work so I could easily leave and then go back to work after the appointment. Unfortunately, this was much more difficult than it seemed. I arrived and at first they seemed like they didn’t know about the appointment. Then they verified the information and told me they were running about 15 minutes behind. Over one hour later after my scheduled appointment time and I STILL have not been seen. I would have been much better off getting an appointment at a place that I knew about but was further away. Unless you have nothing to do for the day, I would go somewhere else.

Two visits and over $ 1000 later and the glasses still are not properly adjusted. Just terrible.