Southwest Eye Institute

I was in to see Dr. Shelley for secondary cataract and was told that I should come in today for the laser surgery. I was almost to the building, having had a friend drive me, when I get a call saying I was only going to fill out paper work today, not surgery. The surgery would be 5 weeks from now and besides they don't even do the surgery in Las Cruces. Needless to say, I was very angry about being told that it would be surgery today. She said I was the second one today who was told to come in for surgery, but it was just to fill out papers. (and it's only 10 AM). I loved the techs that helped me, but obviously, someone at the appointment desk needs to realize there is a huge difference between filling out paper work and having surgery and relay that to the patient. Not a happy camper.

I developed an acute eye condition and I was gratefully able to get an appt right away. The customer service was great starting from the appt scheduler in El Paso to the staff at the office. I was nervous and the Dr was compassionate, professional and informative. I'm grateful to have found this practice and I highly recommend it.

I have no complaints about Dr. Shelly, but he needs to figure out how to control the business end of his office. I received a phone message telling me that he was not going to be in his office for my appointment and I needed to reschedule. No problem. I then received an email asking me to set up a patient portal to make it easier to communicate with the office. I did that as well. I sent a message saying I had received their call and would like to reschedule. I didn't receive a response. A few days ago, I received a text asking me to confirm I would be there for the originally scheduled appointment. I responded with a "yes". Yesterday I received another phone message saying they had been trying reach me to reschedule my appointment because the doctor wasn't going to be there. I called this morning, and at first the person I spoke with said my appointment was on for the original date. Then she said that it had to be rescheduled! I explained the series of miscommunications to her and she kept saying I had to reschedule - no acknowledgement of the ridiculous stupidity involved in all the communications from them. I will keep the appointment and explain to Dr. Shelly, based on my experience and those reviews from other patients, that he will lose patients unless the office gets it act together.

I saw Dr Shelly in December 2023. Waited about 45 minutes. The office is extremely busy.m Front office staff cordial and efficient. Dr Shelly assistants performed tests and I waited another 15 minutes to see Dr Shelly. He performed more tests and he advised I had a very serious viral eye infection and needed to see an ophthalmologist immediately. He called one in Las Cruces himself and got me an appointment the next day. Returned to Dr Shelly 12-29-23, he reviewed ophthalmologist report and said I needed to see a specialist in El Paso asap. He personally called El Paso office and got me an appointment in three days, first available. He also sent script to my pharmacy within the hour. He has been prompt , professional, courteous, and an outstanding doctor. The criticisms posted here are for some of his front support staff and may be valid, but my experience was different. However they do not reflect on him. He acted quickly to save my eye which I will forever appreciate. The ophthalmologist to whom he quickly arranged an appointment with in El Paso advised if there had been a delay of a few more days I would possibly have lost my right eye. Thanks to Dr Shelly I did not!

Has cataract tests done and ready to schedule surgery but can't get through to the clinic to schedule it - been two months. I get automated calls and emails telling me to call to schedule appointment, leave message but no one calls me back. I am done with them. I am going someplace else.

August 25, 2022 I saw Dr. Shelly. It was determined the lens, in my left eye, needed to be cleaned and cataracts in my right eye need to be removed. At the desk I was given an appointment card for a teleconference for Sept. 16, 2022 at 10:30. I also received a cataract surgery brochure, and paperwork titled "Receiving Your Cataract Educational Videos". I was told to scan the symbol and continue through the videos, and to fill out the pre-procedure questionnaire before my next appointment, which I did.September 16, 2022. I waited for the teleconference phone call until 10:45. I called and asked if there was a problem. They said someone would contact me shortly and to allow up to 20 minutes. At 11:30 I called again and told them I had not received the call, but had to leave for other appointments I had that day. I gave them my cell phone number (508-364-7711) for them to contact me. In between the other appointments I happened to be in the area, of the office, so I stopped by to inform them that still no one had contacted me. The pulled my file and said someone had tried to contact me but there was no answer. I asked what number they called and they said 508-364-1177. I informed them that they had the wrong number and to correct it to 508-364-7711. They then said someone would be with me shortly as she was in the rest room. I waited 20 minutes and asked again and was told she was now with a patient and would be with me shortly. I waited another 25 minutes and informed them I had to leave to go to my next appointment that day. They said some would be calling me shortly. September 21, 2022. I again called and informed them that no one had contacted me about the teleconference. I was assured someone would call me that day.September 26, 2022. I again called, in the morning, and informed them that no one had contacted me about the teleconference. I was told they did call me, but there was no answer. I asked when was that. She said on Sept. 16, 2022 they called my home phone 575-522-5258. (this is rather interesting as the office had previously said they had called my cell phone) but they had the wrong number written down. I have checked all phone calls, to my home phone, for Sept.16, 2022 and there is no record of any incoming calls. My husband was home that day and would have answered the phone. I again called at 2:40 this afternoon and was told a message was left for them at 9am and that was all they could do. Guess I will go to a different company to get my procedures done.

Made an appointment for 2pm. When scheduled, I was told it would take 2 1/2 hours for the appointment.I arrived on time. Took my copay and left me sit for 1 hour and 33 minutes in a full waiting room with no social distancing. Technician finally called me in. No mask and a non-sincere apology for the wait. I asked if the hour and a half I'd already been waiting was included in the 2 1/2 hour appointment. She said no, so I said, then it will be another 2 1/2 hours, I asked if it was then going to be 6 pm before I was done. The response was they couldn't tell me how long , I'd just have to wait until they were done.When asked why I was there and I said an eye exam, she asked if I was going to want a prescription for new glasses. I said yes, of course, I was then informed it would be another $50 for the prescription. At that point, I walked out angry. I now have an appointment scheduled with Stanton Optical for tomorrow.