Lions Eye Institute - Nedlands, Western Australia

Sandy A. S. K.

I recently had LASIK correction treatment with Lions. Dr Ang and the entire team are wonderful, always kind, compassionate and provided the best care. So happy with the results and wouldn't hesitate to recommend them.

Lucy S.

Dr Evan Wong was an absolute pleasure to deal with. Would not hesitate to recommend the Lions Eye Institute to family and friends.

Carlos T.

Very pleased with the outcomes of my cataract surgery with Dr Evan Wong. Dr Wong and Lions Eye Institute staff deserve recognition for excellent service and patient care.

Mo M.

Nursing care excellent. Clearly a tight nit community in that aspect. Patient's eyes both much better, although huge bride on second eye for a week or so. Longer recovery.
No comment on the standard doctor-who-has-no-time-to-address-you-as-a-person routine medical customer service in this country.

But a word of warning will assist elderly patients to prepare for what to expect payments wise. As the series of payments across a variety of processes at different times and the lack of communication regarding this leaves a lot to be desired we feel.

Wrote an informal complaint about the lack of communication regarding the extraneous system, here's an excerpt to help understand:

"... in our experience, the process of how we have been charged leaves little faith in Lion's Institute because of the system of paying for this here
and that there
and then that there
and then this here again
with no warning about this final bill received via email a week after second surgery.

Yes sure the information is amongst the documentation and/or at the beginning of surgery. I wasn't told as the required carer. And I'm the one whose physically posting it all. At no stage by any person was I informed as the carer.

The feeling we both had was embarrassment following our separate readings of all the paperwork but being pulled in to the office unexpectedly after the optometrist appointment of the second eye.

I felt like we were being grabbed in an incidental moment, to pay before we walked out the door. This was amongst payments of:
1 First eye anaesthetist being contacted via email

2 First eye, being directed to pay hospital fees on the ground floor prior to first op.

3 Second eye anaesthetist being contacted via email

4 Second eye being directed to pay hospital fees on the ground floor

5 Second eye being pulled in to the office to pay both eyes' doctors fees after optometrist finished

6 Received random bill by email with zero reference to the terms or where information is listed in the paper work. That was for solutions used in surgery.

In my memory zero expectation was set up about this series of touchpoints so that we could anticipate and be clear about when to have our wallet ready. Especially as elderly patient clients.

There should be at least some mention of the final bill being sent out by someone. There is plenty of opportunity. As it was we thought it was a phishing email because the process or terms were not referenced in the email.

In our minds clearly there is a gaping hole in the customer design and system, leaving customers with a bad taste in their mouth, which has nothing to do with the surgeries.
Communication is key.

PS use the 15 minute bay to pick up and drop off. The pick up is quite quick even with the post op nurse meeting

Safa Q.

I recently underwent LASIK eye surgery with Dr Wong, and the experience has been life-changing. From start to finish, the process was smooth, and the results have exceeded my expectations.

Sean M.

Very happy with every experience. Special mentions for Aaron and the entire admin team and Doctors Chan, Raja and Ang. Always feel well informed,

For context have recently had glaucoma tube and cataract surgery.

Asher A. Z. R.

I had LASIK surgery performed by Dr Wong and was very pleased with every step of the process. Recovery was a breeze and results have been excellent.

Andrew P.

I dropped my mother there @ 9.40am for a 10.30am appointment then drove around the corner and parked in a carpark to wait till she was finished. By 11am I rang them to find out if she had gone in but she still hadn't gone in for her 10.30. Got given no explanation or reason why she hadn't gone in which didn't sit well with me. Also got no apology for it either. After sitting in the car for 3 hrs she was finally seen to and half my day was wasted. Not at all happy about it and no phone call to explain why so long. Disgraceful administration.