We are dedicated to providing exceptional eye care and a positive experience for all patients and customers. To ensure that all our patients receive the attention they deserve, we have established the following policies. We appreciate your understanding and cooperation.
Confirmations
As a courtesy, we will attempt to confirm your appointment prior to your scheduled time via text message. Please ensure that we have your current contact information. While we make every effort to remind you, it is ultimately your responsibility to remember your scheduled appointment.
Late Arrivals
We strive to maintain our appointment schedule to minimize waiting times for all patients. If you arrive more than 15 minutes late for your scheduled appointment, we may need to reschedule your appointment to avoid inconveniencing other patients. Depending on the circumstances, we may be able to accommodate you, but your appointment time may be shortened.
Cancellation
We understand that unforeseen circumstances may arise, and you may need to cancel or reschedule your appointment. We kindly request that you provide us with as much notice as possible if you need to make any changes. This allows us to offer your original appointment time to another patient who may need it. Failure to provide sufficient notice or repeated cancellations may result in a cancellation fee being applied to your account.
No Shows
A "no show" is when a patient misses an appointment without any prior notification. No Shows significantly impact our ability to serve other patients. If you fail to show up for your scheduled appointment without contacting us, a fee may be applied to your account. Repeated no shows may result in dismissal as a patient.
Emergencies
In the event of an eye emergency (such as sudden vision loss, severe eye pain, or a foreign body in the eye), please call 911 or seek immediate medical attention at the nearest emergency room.
Comprehensive Eye Exams
We are dedicated to providing high-quality eye care to support your vision and overall eye health. A comprehensive eye exam evaluates your eyesight, prescription needs, and eye health, including screening for conditions such as glaucoma, cataracts, and macular degeneration. We recommend annual eye exams for patients to maintain optimal vision and detect any potential issues early. Individuals with certain medical conditions or vision concerns may require more frequent visits.
Refraction
Refraction is the test used to determine your best possible vision and prescription for glasses or contact lenses. It is an essential part of a comprehensive eye exam, especially if you are experiencing changes in your vision. At our practice, refraction is a critical component of your eye health assessment. Please note that this service is not always covered by medical insurance and may be billed separately. Our team will inform you of any associated fees before performing the test.
Eyeglass Prescriptions
We are committed to providing accurate and high quality eyeglass prescriptions to ensure optimal vision and comfort. Eyeglass prescriptions are valid for one year in accordance with state and federal regulations. The prescription is always available via the patient portal. Patients may request a copy of their prescription at any time during its validity. We provide printed copies upon request.
Outside Prescriptions
We gladly fill valid prescriptions from other licensed optometrists and ophthalmologists. However, we are not responsible for accuracy issues related to prescriptions written outside our practice.
Contact Lens Examination
A contact lens examination is separate from a standard comprehensive eye exam. This evaluation includes additional tests to determine the proper fit of contact lenses and to assess eye health while wearing them. A contact lens prescription can only be provided after a full contact lens examination.
Fees for Contact Lens Examinations
The cost of a contact lens examination varies based on the type of lenses and the complexity of the evaluation process. These fees are in addition to the standard comprehensive eye exam and are not always covered by vision insurance. Our staff can help determine your benefits and options.
New Contact Lens Wearers
Patients new to contact lenses will require an appointment for an evaluation, which includes lens selection, instruction on insertion and removal, and proper lens care education. A follow up visit is typically required to ensure the lenses fit comfortably and provide optimal vision. A contact lens prescription for new wearers can only be provided after the successful completion of insertion and removal training in the office.
Existing Contact Lens Wearers
For patients who already wear contact lenses, an annual contact lens examination is necessary to maintain a valid prescription. Even if there are no apparent issues, regular evaluations help detect any changes in eye health or lens fit that may affect long term comfort and vision.
Contact Lens Prescription Expiration and Renewal
Contact lens prescriptions are typically valid for one year as mandated by law. To ensure continued eye health, patients must undergo a contact lens examination before a prescription renewal can be issued.
Diagnostic Contact Lenses and Adjustments
If diagnostic lenses are provided, a follow up visit may be required to finalize the prescription. Adjustments to lens type or fit may be necessary to optimize comfort and vision. Additional diagnostic lenses or modifications may incur additional charges.
Specialty Contact Lenses
For patients requiring specialty lenses, such as toric, multifocal, or other specialty lenses, additional fittings and follow ups may be necessary. These lenses often require more extensive evaluation and customization.
MiSight Contact Lenses
MiSight contact lenses are prescribed for patients diagnosed with myopia. We are committed to providing clear and transparent pricing for MiSight contact lenses. This package includes a contact lens examination, insertion and removal training (for new wearers), up to two follow-up visits within the year, and an annual supply of MiSight lenses. Patients are only responsible for the cost of MiSight if they decide to proceed with the lenses. If a patient chooses not to move forward with MiSight and selects a different type of contact lens, standard contact lens examination fees will apply. Opened or unopened boxes of MiSight lenses may be exchanged as needed. The MiSight package does not include a comprehensive eye examination, retinal imaging, glasses, or any medical visits throughout the year. Insurance does not cover or contribute to MiSight contact lenses.
Contact Lens Use and Compliance
Only wear contact lenses that have been prescribed by your optometrist and follow the recommended wearing and replacement schedule. Maintain proper hygiene by washing your hands thoroughly before handling your lenses. Use only approved solutions for cleaning, rinsing, and storing your lenses – never use tap water or saliva. Unless specifically approved by your doctor, do not sleep in your contact lenses. If you notice any redness, pain, discomfort, or changes in vision, remove your lenses immediately and contact our office. Follow up appointments and regular eye exams are essential for monitoring eye health and ensuring your lenses remain appropriate for your needs.
Vision Plans and Benefits
We accept multiple vision plans. Vision plans may cover a portion of eye exams for glasses, contact lenses, and optical supplies. You accept final responsibility to pay for all services performed, including non-covered charges, deductibles, and copayments. In most cases vision plans do not cover exams for medical problems.
Verification of Benefits
As a courtesy to you, we may verify insurance benefits before your visit and may assist in obtaining necessary referrals and authorizations. You accept final responsibility for knowing your insurance benefits and obtaining referrals and authorizations needed for payment. You accept final responsibility to pay for all services performed, including non-covered charges, deductibles, and copayments.
Filing Insurance Claims Forms
As a courtesy to you, we will file primary insurance forms for plans we accept. At the time of service, you will be responsible for all known fees that are not covered by your insurance, including co-insurance, deductibles, and non-covered services or items received. We strive to be as accurate as possible in calculating your responsibility. Your payment method on file may be used to pay for balances and you may receive a statement from our office for any balance due.
Payments
We are committed to providing exceptional eye care with transparent pricing. Payment is expected at the time when services are rendered, including co-pays, deductibles, and any out-of-pocket expenses not covered by insurance. We accept most credit/debit cards, checks, cash, Health Savings Account (HSA), and Flexible Spending Account (FSA) cards.
Returns
We want you to love your new eyewear. If you have any concerns about your purchase, we are happy to work with you to find a solution. Non-prescription eyewear, sunglasses, and accessories may be returned within 14 days of purchase for a full refund or exchange, provided they are in their original condition with no signs of wear or damage. Because prescription eyewear is custom made, we are unable to offer refunds. However, if you experience any issues with your prescription or lens quality, please contact us within 30 days, and we will work with you to adjust or remake the lenses as needed. If you are unhappy with your frame choice, we allow a one-time restyling within 14 days of purchase. The frame must be in its original condition. Additional charges may apply if new lenses are required. Unopened boxes of contact lenses can be exchanged within 30 days of purchase. Opened boxes of contact lenses cannot be returned or exchanged.
Damaged Products
We are unable to accept returns for eyewear that has been damaged due to everyday wear, accidental breakage, or improper care. However, we are happy to assist with repairs when possible.
Warranties
All prescription glasses and sunglasses purchased through our practice are covered under a warranty against defects in materials and workmanship for one year from the date of purchase. This warranty applies to manufacturing defects only, such as issues with frames or lenses that arise from normal use. The warranty does not cover damage caused by accidental breakage, improper handling, excessive wear and tear, or loss. Alterations or repairs performed outside our office may void the warranty. If you experience a manufacturing defect within the warranty period, please bring your eyewear to our office for evaluation. If the issue qualifies under the manufacturer’s warranty, we will facilitate the repair or replacement process on your behalf. A $25 processing fee may apply.
Custom Frames
Due to the artisanal nature of handmade frames, slight variations in color, texture, or finish may occur. These variations are part of the uniqueness and character of your custom eyewear. Handmade frames require additional time for design, fabrication, and adjustments. Estimated completion times will be provided at the time of order. Because each frame is made to order, custom frames are non-refundable and non-exchangeable. However, we are committed to ensuring your satisfaction and will address any concerns regarding fit or craftsmanship. Minor adjustments are included to ensure optimal comfort. Should any repairs be necessary, we will assess the issue and provide guidance on available options.
Medical Records
We will provide you with a copy of your medical records upon request with a signed record release form. Most requests are processed within a couple of days but please allow up to 20 days for processing.
Dismissal
If you are “dismissed” from the practice, it means you can no longer schedule appointments, get medication refills, or consider us to be your doctor. You must find a doctor in another practice. We will send a letter to your last known address notifying you that you are being dismissed. If you have a medical emergency within 30 days of the date in this letter and cannot acquire care, we will see you as our schedule allows or help arrange for care. After that date, you must find another doctor. We will forward a copy of your medical record to your new doctor after you let us know who it is and sign a release form.
Changes to Terms of Service
We can change the terms of this notice, and the changes will apply to all information we have about you. The new notice will be available upon request, in our office, and at looknewcanaan.com/forms.