The COVID-19 pandemic has created many changes for everyone. As always, the health and safety of our patients is our top priority and we want to continue to provide you with the excellent care you have come to expect.
In order to do so safely, we have had to make some changes to normal procedures and policies. These changes are significant and it will take time for all of us to adjust. We have created a list of frequently asked questions regarding our response to the COVID-19 pandemic and the changes we have implemented in our office in order to keep you, your family and our staff safe. Thank you for your patience during this time and we appreciate the opportunity to continue care for you and your family in the safest environment we can create. If you have any additional questions that are unanswered, please call the office and we will be happy to assist you.
Do I need to schedule an appointment?
All patient visits to the office will require an appointment. This includes adjustments, pick up of glasses or contacts, additional testing and visits with the doctor. Please call the office prior to visiting to arrange an appointment time. Patients who fail to schedule an appointment will not be admitted to the office due to the necessity to control the number of patients in the office and maintain a safe and sanitary environment during the COVID-19 pandemic.
What if I just need my glasses adjusted?
Adjustments and pick-up of glasses or contacts will now require a scheduled appointment time. This ensures that we are able to properly sanitize between patients.
What if I just need to ask a question?
Any concerns that do not require an in-person visit, such as billing concerns, making payment, reordering or scheduling of appointments, should be handled by phone to help minimize potential exposure to Covid-19.
Why was the front door locked when I tried to stop by the office to pick up my glasses?
At least temporarily, our doors will remain locked to the outside and be opened only for patients with scheduled appointments. This is a necessary measure to control the number of patients in the office, limit exposure to COVID-19 and allow for proper sanitizing between patients. If you stop by the office for something and do not have an appointment, please call our office phone number on the front door and we will either schedule you an appointment time, or see you immediately if our current patient schedule allows for us to do so safely.
What will I need to schedule my appointment?
When scheduling a visit with the doctor, you will be asked to confirm your phone number, address, email and insurance information. Please have this information ready and available at time of scheduling. At either 48 hours or 24 hours prior to your appointment, you will receive a phone call to answer some health screening questions and to update your medical history. It is necessary that you answer these questions prior to your appointment time. Failure to do so may result in cancellation of your appointment.
Why are you calling me with questions 48-24 hours before my appointment?
At either 48 hours or 24 hours prior to your appointment, you will receive a phone call to answer some health screening questions and to update your medical history. The health screening questions are to identify if you have symptoms of COVID-19 or have been exposed to another person with a confirmed COVID-19 diagnosis. The health history questions will take the place of paperwork you would normally fill out at your visit and will provide your doctor with the information needed to care for you.
What if I miss your call for the health screening and health history?
If possible, please call us back as soon as you realize you missed our call. If that is not possible, still come to your appointment. We will ask the health screening and health history questions when you arrive.
What if I have symptoms of COVID-19 or have been exposed to someone who has it?
If you have symptoms of COVID-19 or have been exposed to someone who has a confirmed diagnosis within the last 14 days, we will not be able to see you for your appointment. We will ask that you reschedule when your symptoms have resolved and/or when it has been more than 14 days since your last contact with a person that has a confirmed COVID-19 diagnosis.
What symptoms would mean I need to reschedule my appointment?
We would require that your appointment be rescheduled if you are experiencing any of the following symptoms: fever above 100.4 degrees, cough, shortness of breath, sore throat, difficulty breathing, flu-like symptoms, or acute loss of taste or smell.
Why do I need to answer health history questions over the phone?
We are asking health history questions over the phone to help limit your risk of exposure to COVID-19 by lessening the amount of time you need to spend in our office and eliminating some of the commonly touched items such as physical paperwork.
Can I bring my friend or family member to my appointment?
We are not allowing any additional visitors or guests during appointment times. Only the patient will be admitted to the office except in the instance that a necessary parent or guardian is required for the safety and health of the patient. All minors, disabled or elderly that require assistance will be allowed to have one healthy adult attend their appointment visit. Please keep this policy in mind and plan accordingly.
Can I bring my infant in with me to my appointment?
No, at this time infants will not be admitted to a parent’s appointment. We have implemented a mask policy requiring all patients and staff to wear mask into our offices and due to the suffocation hazard masking would pose, we are not allowing infants in the office.
Can my infant be seen for an exam?
At this time, we are delaying vision exams for infants. Once the risk of exposure to COVID-19 lessens, we will re-evaluate this decision.
Can my minor child be seen for an exam?
Yes, we will be able to see your minor child for an exam as long as they are able to wear a mask during their appointment. Please be aware, It may not be appropriate for your child under 2 to wear a mask due to the suffocation hazard. If your child is under 2 years of age and needs an eye exam, we recommend contacting your pediatrician to discuss the requirement to wear a mask in our office. Please use your pediatrician’s recommendation on safety of masking your child and consider temporarily delaying your child’s vision exam if masking is not recommended.
Cancellation and Reschedule Policy
What if I need to cancel or reschedule?
If you are unable to make your scheduled appointment time, please contact our office to reschedule at least 24 hours before your visit. Failure to reschedule or cancel at least 24 hours prior to your appointment time will result in a $50.00 missed appointment fee.
What if I miss my appointment time?
If you miss your appointment, you will be added to a cancellation list and we will contact you when we have an opening. Your visit will not be automatically rescheduled. If your visit was subject to a $50.00 missed appointment fee, you will need to pay this fee before we can see you.
What if I am going to be late to my appointment?
If you are going to be late to your appointment, please call us as soon as possible so we can determine if we will still be able to see you. Strict appointment times will be enforced so that our staff is able to properly sanitize between patients and ensure minimal contact between patients. If you are more than 5 minutes late, you will likely need to reschedule your appointment.
What do I do when I arrive?
Call us when you arrive and we will admit you to the office. The front door will be locked from the outside to ensure that we are able to limit contact between patients and sanitize properly before your visit.
Do I need to wear a mask?
Yes, we require that you wear a mask to your appointment. Please bring your own if possible but if you are not able to, we do have limited supply of disposable masks and will be able to provide you with one as long as those supplies last. All parents and guardians are also required to wear a mask. Anyone not wearing a mask will not be admitted to the office.
Does my minor child need to wear a mask?
Yes, all minor children will be required to wear a mask to their appointments. We are currently not seeing infants at this time and would caution appointments for children less than 2 years of age due to the risk of suffocation wearing a mask might pose. Please consult your child’s pediatrician about masking if you plan to schedule a child less than 2 years of age or if there is any reason to suspect masking your child would be harmful.
Why do I need my temperature checked?
Like many other healthcare facilities, we are requiring a body temperature of under 100.4 degrees which will be checked upon your arrival to our office. We use a no-touch forehead scan thermometer for your safety. If your temperature reads above 100.4degrees, we will need to reschedule your appointment to a later date when your fever has resolved.
Do I need to sanitize or wash my hands?
Yes, we are requiring that all patients visiting our offices sanitize or wash their hands upon arrival to limit the spread of COVI-19 and assist in maintaining a sterile environment.
Do I still need to fill out paperwork when I arrive?
We have eliminated a large amount of paperwork you would normally fill out at check-in by contacting you over the phone for your health history. However, we will still need copies of your ID and insurance cards and a few signatures. You will be asked to sign a HIPAA acknowledgement, a notification of policies and to verify that you are not displaying any COVID-19 symptoms and have not come into contact with anyone with a confirmed COVID-19 diagnosis in the last 14 days.
During Your Appointment
Has everything I will come into contact with been sanitized?
We have implemented cleaning and sanitizing policies around all of our procedures to ensure that all commonly touched surfaces are sanitized after each patient. In addition, we are following daily and weekly deep clean and sanitizing policies for all areas in our office.
Will I still be able to try on frames?
Yes, but not the way you are used to. Frames will be visible for looking at but are not to be touched without the assistance of an optician. This change is in place because every frame that has been touched will need to be sanitized before it can go back up on the frame board for another patient to view. We ask that you take a seat at one of our desks when you are ready to look at frames. An optician will ask you about your preferences and use their expertise to personalize your frame selection with the best frames for your prescription, your face shape, and preferences. Your optician will bring the best frames for you to you at the desk to view and try on. Once you have determined a frame is not the right one for you, it will go back to our lab for cleaning and sanitizing before it comes back out to the frame boards.
Will I still be able to get contacts?
Yes, you will still be able to get contacts. If you need to take contacts out or put them in while you are in the office, we require that you wash your hands before and after with proper hand washing technique. The recommended hand washing guidelines as published by the CDC will be posted at all of our sinks including the one at the contact lens center in our office. If you receive new contacts while you are in our office and would prefer to put them in when you are at home, you are welcome to.
We know that some of these changes are going to be challenging but all of them have been implemented with the safety and health of you, your family and our staff in mind. Please help us keep you and others safe by following these policies. We appreciate your patience as we work toward providing the safest possible environment for care.
Your Friends at DeltaVision