University Hospital Eye Institute's Online Review Report Card

They printed out the wrong prescription on my way out for my eyeglasses to be made, so they were made wrong. Then I went to get a fitting for my contact prescription and they sent me home with contacts to try that were giving me headaches, after wearing contacts for over 20 years, so I called them and asked for another kind to try and they said, “No problem. We’ll mail you some others to try”, and they were the SAME EXACT ONES that weren’t working. So I’m temporarily having to go without corrective lenses. The staff is nice and friendly , but they really just need to get their act together. I would never go back to them again. I expect more from a pratice affiliated with University Hospitals, not a store in a shopping plaza.

The 5 stars I gave was for one pre-med if Im not mistaken by the name of Calvin Vuong. My son was victorious attacked by our family dog. Tear my son's face open I have had a very traumatizing experience with University hospital so my anxiety was at an all time high. However this young men comes into the room with urgency & concern. He still had on his coat & book bag in his hand. He was there to stitch up my sons face & it was a very complex procedure. A small part of my son's lip was chewed. He did a phenomenal job. My sons face looks amazing (compared) & is healing very well. I've tried to follow up with him but the facility cant seem to find him. I hope they give him the support & recognition he deserves. He is what the medical industry desperately needs. If there was only 5 more of him... THANK YOU CALVIN VUONG & MAY YAWEH BLESS YOUR HEALING SPACE ​

Horrible ER. The doctor looked and acted like a high schooler. They sat my husband in waiting room in horrible pain and did all medical care in the waiting room for HOURS. No regard for HIPAA or personal privacy. The doctor was an idiot. Never even referred my husband to a specialist. Our family doctor referred us to Western reserve hospital 100% MUCH BETTER CARE.

Customer service is horrible. I had multiple people from multiple departments calling to schedule my procedure repeatedly even after scheduled. Preventative care and wellness visits are covered 100% by my insurance but I keep getting bills because it was mis-coded and then it takes months to get corrected. Twice i was turned over to collections as soon as the bill showed up on the MyChart page almost a year after the visit and these should have been covered 100%

I have been waiting in the ER for over 8 hours, and it's been almost 3 hours since my MRI was completed. Still no update, no doctor has come to explain the results, and no one is communicating what is happening. It's extremely stressful to be left waiting this long without information--especially after a medical test like an MRI. Patients deserve timely updates and better care. Very disappointing experience.

The facility: 16601 Chagrin Blvd, Shaker Heights, Oh 44120 I am very disappointed with this facility! I visited this facility twice. The first encounter, my son broke his arm. At first, they refused to provide care for him because I didn't have my co pay. But the front desk lady was nice, my son was seen and I was able to work out a payment arrangement. Recently, my son fractured his toe, he was in a lot of pain. Upon checking in, I was denied care. She stated I had a balance and I need to pay in full at that time. I advised her I would pay in full for this visit but I have an arrangement on the balance. She refused him service. I asked to speak with a manager and she was not on duty. Needless to say...my son was crying, we left the facility and I took him to another client. That particular facility was able to service him. I felt embarrassed in front of my son. They must do better in reference to working with people who has financial issues. I will never visit this facility again!

I had another terrible experience with UH Cleveland about 7 months ago. My 19 year old son was shot while walking down the street. He was rushed to UH screaming uncontrollably in pain. I knew this because a nurse from Cleveland Clinic told me he was going to be rushed to UH because he was shot and needed a trauma center. I could hear my son screaming in the background. When I got to UH to see him, he was still screaming in pain. His pain was so bad he could not even acknowledge me. Nothing mattered except this pain he was experiencing. It was so bad that he was shouting obscenities. When a nurse came into the room and he yelled that he needed water, she abruptly left. She actually went back to her little station to work on something else. When I asked her if she was getting my son some water or pain meds, she replied, 'I don't have to do anything. I refuse to be spoken to that way'. THIS IS A TRAUMA CENTER. When you are in SO MUCH PAIN, YOU ARE BEYOND DESPERATE. I remember years ago when I was giving birth to my daughter. I was in so much pain, I was screaming swear words and, when I ran out of words, I began making up swear words. I sounded like I needed a damn exorcism! After giving birth and being pain free, I couldn't believe how out-of-character I was and made sure to apologize to everyone that was around me while giving birth. And that is exactly what my son did about two hours later when he finally got pain meds and water. He apologized to everyone for his demeanor. But how shameful that the trauma nurse doesn't recognize severe pain and know how to handle it! How can a trauma center nurse be more concerned about her own personal feelings and not consider the fact that someone needed urgent care for a gunshot wound? Maybe she should be working in a library or flower shop if she doesn't understand true pain.

Let's add to the additional nonsense. When asked about going home we were told that physical therapy must clear my husband before discharge and due to some higher BP numbers since surgery, they were not comfortable working with him. We made clear that he wished to return home, and staff retested his blood pressure and said let's see what we can do. We live a hour away with limited family and 3 school aged children at home. Despite the repeat test, physical therapy declined to proceed, citing a "risk of raising the BP higher". We even asked if we could do PT and the follow up with his primary doctor closer to home regarding blood pressure and therapy. This would be 3 days staying for this process. Still, we were told that leaving without PT clearance would be considered "against medical advice" and could result in our insurance denying the entire claim. This felt less like medical care and more like coercion to stay another unnecessary day for what was an in-and-out surgery. My husband clearly stated he wanted to go home. He admitted to me he was fearful that if he left AMA, he may not receive the proper documentation needed for his short-term disability coverage and lose insurance coverage. He ended up staying an additional night while they attempted medicine to lower the BP. I returned home and received absolutely no updates on his status until he told me 24 hours later he was being discharged. Once I arrived the resident and nurse failed to update me on his status and I had to inquire. The was told with very vague comments "he met the minimum to be released". I asked what the numbers looked like and they suggested he meet with his PCP on blood pressure but PT altered their session due to the continued higher BP. I asked for the numbers and the nurse said "they just needed it to stay under 160. My husband chimed in stating the last one was 172. I proceeded to comment how this was barely different from the prior day and what they ended up doing was exactly what we suggested the day before. Then come to find out, the actual attending physician had told my husband as long as he stayed under 180 he wasn't worried about it- he wanted to see him go home. This is completely different from the story the resident told.

I pay out of pocket to go outside of UH. It would behoove you to do the same. It's a factory and patients are the products on the conveyor belt. They hire inexperienced and those with no skills.

Some of the worst customer service I have ever had from the staff because of short staffing and who knows what else but I should not have missed supper and had to buy DoorDash because I was misinformed about a change in the dietary process and I want to be reimbursed the $30 from DoorDash ASAP. I do not appreciate the number of times I have had to yell for help before they figured out a way to secure the call button to the side of the bed. I was crying at a level eight of paying for literally three or four hours and could not sleep a couple days in a row.. I don't appreciate the refusal of a harmless vitamin B12 shot that could only be beneficial. I give them to my cat, but I guess I'm not sick enough as a brain cancer patient! I do not appreciate being left and dirty blankets for 18 hours at a time and someone from another depart might have to help me I do not appreciate doctors changing medicine and not telling me why or when and then having to argue with the nurses about it and get an answer if I can. If the neurosurgeon wasn't supposed to be excellent, I would've told them transfer me the bleep out of here which I did wanna do after surgery if not before. They also lost my $68 of butterfly effect topical CBD from the pharmacy while in the neurology suite and I want that compensated. I cannot replace it to manage my pain without going down in person with my ID and that's not gonna happen for several weeks at least and I don't appreciate being on the verge of diabetic because of a change in my steroids that I was not consulted about and would have refused, but now that we're on it, I'm stuck with it for a few days. I hope because I'm not gonna maintain it at home. I'm very sorry I treated the cancer in the first place and this is making it worse because I'm probably not a stage four and I don't want radiation surgery at this point, but that seems to be all my options are because you don't do studies and stuff that's not approved by the great cancer brotherhood as a gold standard like mistletoe shots or low-dose naltrexone which is unforgivable these are well respected in other countries. Rest assured on following up with insurance.