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Reply: Lasik/Lasek Surgery Complications

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25 Aug 2019 11:29 #181

benn859

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Hi all, I've copied and pasted the following from my complaint letter...

Last year I paid for laser eye surgery with Optical Express.

I agreed to the surgery as part of Optical Express' offer of "20/20 vision or better, or your money back" scheme. I was told I had a very good chance of 20/20 vision, although it was not guaranteed. My rationale was that I'd either have 20/20 vision ( my preference) or at worst, improved vision and a refund.

From the outset, the staff I dealt with at Optical Express were incompetent, at every level.

Firstly, after a screening at my Nottingham branch on the 21st May, I was given the go ahead for surgery. I was given a date, paid my deposit and told nothing else was required. I booked time off work to suit. I was then telephoned to be told I had to go back for a meeting with the surgeon, but I'd have to travel to Sheffield for this. This was mildly inconvenient, but gives you an idea of the lack of organisation.

At my Sheffield meeting, I was asked by the manager of the surgical area about my epilepsy. This was odd, as I've never had epilepsy. In hindsight, I strongly suspect they had the wrong details for me. After meeting the surgeon, I was asked to sit back in the waiting area, where I was left for nearly 2 hours until I queried, at which point they said I could have left 2 hours ago. Again, nothing that serious, but this demonstrates the calibre of Optical Express staff perfectly.

After the surgery date, 13th June 2019, I spent a few weeks recovering. Once the pain and discomfort subsided I was faced with two issues. Firstly my eyes were extremely dry. This was a side effect I was fully aware of. Secondly, my vision was blurry and I couldn't see properly. I was told this would improve over a matter of weeks or months and was given an assortment of eyedrops.

Since then, I have been to three appointments with Optical Express, all of which raised concerns about how poor my eyesight is. All I have been given is more eyedrops.

Since the start of 2019, I have become more and more concerned that my vision is not improving. I have made well over a dozen phone calls to Optical Express customer services, each of which has been met with a promise of a call back by a senior person.

At my final clinical appointment, at the Lincoln branch, I was promised my case would be reviewed by the surgeon, who would "be in touch shortly". This was 4 or 5 months ago now and he has not contacted me. I am being treated with utter neglect. I was entitled to 12 months of free care after the operation, I suspect the surgeon did not contact me during this time so as I'd have to pay for any future work. I cannot afford this so I requested a refund, as per the agreement I signed up to.

Exasperated, I made more calls to your customer service. On the 20th June I was promised an "urgent 24hr callback". This did not materialise. On the 3rd July I was put on hold for 15 minutes, only for the phone to be hung up on me. Again, at best this is incompetence at EVERY level. At worst, it's contempt for my health.

I called back that same day, and spoke to a manager named Steven Hunter, who outwardly empathised with my story and apologised. He promised to personally take charge of getting this sorted and would be in touch very soon. I have heard nothing. Not one call, one email or one letter from him since the 3rd of July.

The only competent person I dealt with during my whole experience was the woman who quoted me the price of the surgery and took my money. She was slick, professional and did not make any mistakes or delays in handing me the card machine.

I am at my wits end. I am escalating this complaint to you in the hope of an explanation of each of these problems and failures, details of what is being done to ensure they don't happen again and finally; a refund for the cost of my surgery so I can pay to have my vision corrected elsewhere.

In dealing with these issues, please consider how you would feel if you couldn't see your childrens faces clearly and nobody cared! I am livid!

Yours Sincerely

Ben Martin
09 Jun 2019 12:34 #180

Sasha Rodoy

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Anonymous wrote: This is not a a horror story of sorts, it is more of a question to all those who have had Laser Eye Surgery with Optical Express. Since my initial treatment almost a year ago, I have been informed I have to have an enhancement procedure as my eyesight has deteriorated.

Therefore, my question is - has anyone had a laser eye enhancement procedure and if yes would you mind letting me know in either circumstance (good or bad) how it was? Did it make your eyesight better or worse or if there were any complications etc?

As the previous poster said, 'enhancement' is a misnomer (a pretty word I refuse to use for what is actually a retreatment), nothing more than a second attempt at fixing what they didn't get right the first time - in your case, within less than a year!

I knew within days of undergoing bilateral lasek surgery that I had problems: first the horrifying loss of my perfect unaided near vision, followed by new and more serious problems and pain presenting at intervals over the years ever since, so that I dread what I may face in the future.

Don't make the mistake of believing that it's only the high street clinics causing damage to untold thousands of people, because as a patient advocate I represent clients who’ve undergone unregulated and risky eye surgery performed by most other providers too, including Moorfields Private (Julian Stevens esp) and Optegra.

During my first 1-2 years post op, two surgeons were eager to retreat my eyes with laser, but not now. And that’s not because of who I am, but because my eyes have deteriorated to such an extent that more laser won’t fix them (tho I'd have to be certifiably insane to let anyone have a second go!), and my only option possibly lens replacement - NO WAY unless I get cataracts, and if that day comes I'll need counselling and tranquilisers just to get me through the clinic door!

And had I been offered RLE/NLR initially you would never have heard my name, because I’d have been out of Optimax so fast at the very suggestion of removing my (previously) healthy natural lens!

My point is, now suffering with MGD, photophobia, corneal neuralgia, blepharitis, and more... had I allowed anyone to retreat my eyes within the first two years of surgery, none of these problems would have been cured, but how much worse could they or would they have been by now?

And if you decide to have a retreat, what if that fails within a year, another one?

I no longer publish anything on True Stories, because since 2012, as both campaigner and patient advocate, I have spoken with thousands of people damaged by all types of refractive eye surgery, and I leave it to them to tell their stories, on Facebook or here on the forum, but I do recommend that you read Craig’s Story to help you make up your mind :kiss:
www.opticalexpressruinedmylife.co.uk/ind...p/true-stories/craig
09 Jun 2019 10:25 #179

Anonymous

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Firstly, the word 'enhancement' when used regarding further refractive procedures is a misnomer!

It is very risky to have a Lasik flap relifted 1yr post ops so you may be offered Lasek (surface procedure) which, if you had this 1st time around, will be a repeat of what you previously had done. Lasek causes corneal nerve damage (as does Lasik) & also involves the controversial 'off label' drug MMC (Mitomycin-C) being administered during the procedure to counter haze forming & the long term effects of this drug are unknown!

You've already played Russian Roulette with your most precious sense 1st time around, and if you merely have slight regression of vision, you're very lucky compared to thousands of others who have way more serious permanent complications which can include horrific pain!

Lastly, campaigner & OERML founder Sasha Rodoy had Lasek in 2011, suffered from serious complications, and continues to do so to this day!
08 Jun 2019 14:43 #178

Anonymous

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This is not a a horror story of sorts, it is more of a question to all those who have had Laser Eye Surgery with Optical Express. Since my initial treatment almost a year ago, I have been informed I have to have an enhancement procedure as my eyesight has deteriorated.

Therefore, my question is - has anyone had a laser eye enhancement procedure and if yes would you mind letting me know in either circumstance (good or bad) how it was? Did it make your eyesight better or worse or if there were any complications etc?

I would really appreciate your thoughts and advice on this!
Thanking you in advance!
24 Mar 2019 20:25 #177

Val Roberts

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Reames wrote: Did you have LASIK Laser Eye Surgery in 2009 and were you aware of the offer of 20/20 vision or your money back?


They are still offering that I believe. If that applied to me, I'd ask for a refund and if I didn't get it I'd sue for breach of contract. You'd have 5 years in Scotland, 6 in England. I wonder if anybody has ever done it?
Incidentally, certain post Lasik complications eg ecstasia can occur years after the surgery. I read about one case that occurred 10 years post surgery! I think it would be reasonable to argue in such cases that "time" didn't start to run for the purposes of time-bar until it developed and you knew or ought reasonably to have known it was caused by the surgery.
13 Mar 2019 20:19 #176

Reames

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Did you have LASIK Laser Eye Surgery in 2009 and were you aware of the offer of 20/20 vision or your money back?