HELPING US HELP YOU

Here at Cullom Eye and Laser Center we are continuously looking for ways to provide the best level of customer service possible.

Our phone systems may seem complicated at times but here are some tips on how to use our system with ease.

Common Questions-

Q-What do I do if I have a question, experience a problem, need a medication or eye drop prescription refill or need to make an appointment?

A-Dial 757-345-3001 and follow the prompts

Vision correction / Lasik evaluation Press 1

Appointment Press 2

Contact lens order or questions Press 3

Optical Shop Press 4 (Questions concerning glasses)

Billing matters Press 6

All other concerns or questions Press 5

Please be advised allow 24 hours for prescription refills, copy of prescription or copies of medical records.

Q- How do I make an appointment?

A-Press option 2 and you will reach a patient service representative who will be happy

to help you.

If you have any existing medical condition such as glaucoma, cataracts, diabetes, or dry eye your appointment will be scheduled with an ophthalmologist. If it is time for a routine/annual eye exam or change to prescription you will be scheduled with the first available doctor which may be an optometrist. The optometrist has the option of referring you to a specialist within our group if additional evaluation is necessary.

Q-What information do I need to leave on the patient’s request line?

A-Please speak slowly and spell patient's first and last name, date of birth, a call back number and any questions or concerns that you might have.

Please remember that the doctors and their assistants are caring for patients during the day and will make every effort to return all calls as soon as possible. Please allow 24 hours for your call to be returned.

PLEASE DO NOT LEAVE A MESSAGE FOR A MEDICAL EMERGENCY.

Q-What information do I leave if I need a medication or eye drop prescription refilled? (You will be directed to the patient request line)

A-Leave the patient's name, date of birth, a phone number where you can be reached and please have all medicines in fron of you. You will need to know the name and spelling of the medicine, the dose, and the name, location and the phone number of your pharmacy (for instance, Alphagan 0.1% every 4 hours, CVS on Jamestown Road).

We will call the refill to your pharmacy within 24 hours.

Q-What do I do if I have a question about my bill (option 6)?

A-When you press option 6 your call will be directed to the billing representative within our office. We will try to answer all questions that you may have. We may have to research the matter after obtaining more details from you. If after researching the matter we are unable to resolve it we may refer you to our central billing office. The direct number for this office is 594-3407 x 316

REMEMBER

When you leave a message for us to call you back please speak

SLOWLY and CLEARLY

and always leave

Your full name, date of birth and a phone number

where you can be reached.

120 Kings Way Suite 1300

Williamsburg, VA 23185

Phone 757-345-3001 Fax 757-345-3102

www.cullomeyecenter.com