Cottonwood Southwestern Eye Center

Last week, I had an appointment and everything went well. I was in and out within an hour, which I appreciated. My only concern is that the doctor requested a follow-up visit in one week, but the scheduling of that appointment was overlooked. After paying for my visit, I asked about scheduling the follow-up and was told I needed to pick up my contacts first. When I went to the optical department, no follow-up appointment was scheduled. Today, I called to arrange the appointment, and my call was answered by a staff member named Consuelo. Unfortunately, from the beginning of the conversation, she was rude and displayed an unprofessional attitude. The call ultimately ended with her hanging up on me. I did call back and got a friendly employee by the name of Daniela. Thank you Daniela for making it a positive experience after being hung up on. While my clinical visit was positive, my experience with the front office staff was disappointing. I believe the office would benefit from additional training focused on professionalism and customer service.

Even though it's not close to Flagstaff, we don't mind the drive to Cottonwood in good weather to visit Dr Chang at Southwestern Eye Center. If we get there early they take me early for the initial tests, and I don't have to wait long to see the doctor, usually. The staff is invariably friendly and helpful, and the technicians are well trained.

For my spouse Debra. Initially things got off to a rough start after watching 2 people go ahead of us who came and signed up on the Kiosk after we did. The desk clerk had an attitude that didn't sit well with me, but I kept my feelings in check. The assistant made up for lost time and we felt loved again. Dr. Bill lived up to the 'hype" and took care of us in good fashion . The office personnel were sweet and efficient. Can't wait until our next appointment !!

To the Owner/Management of Southwestern Eye Center, This practice seriously needs to reevaluate its scheduling procedures. My mother arrived and checked in promptly at 9:43am for a 10:00am appointment. By 11:25am, she still has not been seen. And this wasn’t even for a complex procedure—it was a simple 5-minute follow-up. To be fair, when it comes to the actual medical care, your staff seems to do a good job. The doctors and technicians appear competent, and the quality of treatment itself has been handled well. Unfortunately, that positive is completely overshadowed by the extreme inefficiency and disrespect shown in your scheduling practices. Overbooking is not an effective solution. It communicates that this practice values its own convenience and profit over the dignity and time of the very patients who rely on you. Making patients wait nearly an hour and a half for a routine follow-up is inexcusable and reflects very poorly on your management. If you cannot properly manage appointments, then your patients suffer. You owe it to them to implement a system that respects their time instead of forcing them to wait endlessly for something that could have been handled efficiently and professionally. At this point, it’s clear you are not putting patient care first—because care is about more than the procedure itself. It’s about the entire experience. And until your scheduling policies are reviewed and corrected, that experience remains unacceptable.

Every staff member was awesome! Very professional and informative. Dr Chang was awesome! Explained everything so I could understand it and took the time to answer all questions I had! I will be getting cataract surgery there.