Southwest Eye Institute

"Every since Southwest Eye Institute was acquired by American Vision Partners (based in San Francisco), the service has gotten worse each time I go. At my last visit, after I had already waited hours, I watched the doctor go in a room for a long time after seeing a patient, while we all continued waiting for him; he probably went to lunch. So, expect a minimum 2 hour wait to be seen, but it can be longer. They don't seem to care anymore about patients' time, as long as they book a lot of appointments. On top of that, there has been a cyber attack on some parient's information. Dr. Ellman's practice was the best when it was just him and a few doctors that cared. Now, this business is just not that. Not sure if it's just the eastside location or all of them. Go at your own risk; it's not like we have a lot of choices in El Paso."

"I had an urgent appointment because I started losing my eyesight rapidly. I forgot my referral, which I informed them as soon as I got there, but I called my pcp to fax it they answered and they said they faxed it about 25 mins later they call me up front and the girl in the front tells me they never received a fax and she checked her faxes from 7 am til 2:25pm. I tried calling my pcp but they didn't answer. I tried 4 times. I knew I need this appointment asap so instead of waiting I told the girl up front they’re not answering so I'll be right back I'm going to pick up the referral at my pcp that is about 3 mins away. She said Ok. And guess who left me a voice mail telling me I did tell her I was walking out and I should reschedule? the girl at the front desk. I came back 11 mins later, and she told me that I left without telling her my plans to return. I reiterated everything I told her 11 mins ago. I came right up to you and told you that my pcp wasn't answering right now, and he's not far. I'll be right back with the referral. And you said "OK," and now she wants to change the story, saying she didn't hear anything I said other than I'll be right back. So what was it you didn't hear me or I never told you? I swear the things people do not work, if that's the case look for an other job. You represent the entire facility, and you failed. Everyone else was cool."

"Pleasant and efficient staff. Medical personnel were very professional, explained everything very well, made sure I was comfortable at all times. I had no discomfort at all and was confident in the care and expertise provided.."

"My grandma had an appointment here and we arrived early since we live 30+ mins away only for them to tell her the appt was cancelled. (After they called the day before to confirm) Girls at front desk were rude and evidently did not want to help my primarily spanish speaking grandma. Very unprofessional. No customer care, much less service."

"Go somewhere else came twice with my mom and customer service is awful. Front receptionist was unknowledga that a military ID is a federal ID and you are able to use if you don't have your regular driver's license with you. The doctor on this visit was not very informative and felt rushed with no bedside manner. My mother said the female doctor however did on her first visit that I didn't come with her on. The second visit I came with her the front receptionist was even lazier than the first time she told us and others to use the kiosk. So she wasn't even willing to help the older customers. I guess she doesn't have customer service skills to know most older patients aren't tech savvy. Thank God I was with her so I was able to do it for her. When the girl came to measure the eye test my mom tried talking to her and she was cold and just stuck to the questions she asked no customer service or bedside manners at all. The second girl who brought us to the room was friendly thank God. Doctor was a different one yet again but, with some questions and explanations he was able to answer our concerns."