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Logan

Bascom Palmer Eye Institute in Naples is the gold standard for eye care, and I want to give you an accurate picture of what you’re walking into. About the negative reviews: read them and you’ll see they’re exclusively about scheduling or wait times—the doctors themselves get glowing feedback. The reality: plan 2–3 hours. In my case it was 3.5 hours start to finish. It wasn’t fast, but it was thorough, and that’s what I needed most. The fact that everyone is friendly and your comfort is clearly considered makes the duration a non-event. The time actually isn’t due to disorganization; they see 100–200 patients per day and are more organized than almost any medical office I’ve visited. I appreciate that they set expectations properly. There are signs everywhere at check-in explaining the flow of your visit, and the space is thoughtfully designed for comfort. Arrival is easy: ample self-parking (and valet is offered). Inside is a large check-in area with staffed desks and self-serve kiosks. Tip: complete pre-check-in online and arrival will only take a minute. You get a wristband with your patient number and head to a huge, beautifully decorated waiting room with tons of comfortable seating (happily, no rubbing shoulders with strangers). There’s also a large screen showing patient numbers and queue position, which eliminates constant “how much longer?” visits to the desk. Because you’ll be there a while, they’ve thoughtfully considered your comfort: a refreshment station with a coffee/latte machine that also makes delicious Dove milk hot chocolate (free), a bottled-water refill station with cups for unlimited filtered water, a phone charging station, and staff occasionally push a snack cart through the waiting room with a great selection of free treats. Tip: bring headphones to listen to music or a podcast while you wait (especially if getting dilated as near vision will be extremely fuzzy for about two hours). Once in the waiting room, the first person you’ll see is the testing technician. I waited about 20–30 minutes initially. Richard was my technician—outstanding, gentle, helpful, and very respectful of my comfort. It was clear he’s highly experienced. Thank you, Richard, for putting me at ease. Then back to the waiting room (about 45 minutes this time) before seeing Dr. Carolina Mercado. She was excellent—confident and thorough in a way that inspires trust—and she immediately diagnosed my problem other doctors had missed. Her student fellow, Paula, was very kind and helped make the process feel human rather than clinical. Seeing firsthand the depth of training Bascom Palmer invests in the next generation of MDs was impressive. After Dr. Mercado, it was back into the waiting room for final imaging. Armando handled that—friendly, fast, efficient—and even printed color copies of my eye images for me to take home. At checkout, I learned there’s a massive same-day self-pay discount. I took advantage of it and was honestly shocked at how low the total was. For this level of care, it felt like the world’s best deal in healthcare. It was worth 5x more. Cherry on top! Everyone I encountered during my half-day visit was friendly and helpful—in direct contrast to many medical offices. It’s clear the people here really care about the patients who come through the doors. I also want to thank Jean and Brian, two other standouts who were very helpful; and a special *huge* thanks to Aida for helping me with scheduling! What people need to understand: Bascom Palmer is not optimized for speed; it’s optimized for excellence. When it comes to your eyes—something irreplaceable—that’s exactly how it should be. Bascom Palmer is a world-class institution, and the Naples location reflects that pedigree. Once you’re inside the system, the level of care, professionalism, and competence is exceptional. Whatever eye problems you have, they can solve it. If you value top-tier expertise and meticulous evaluation, come prepared for a longer visit, bring patience, and you’ll receive care that is simply on another level.

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Carl Simmons

I went to the ER in Miami because of suddenly losing my vision and all they did was refer me back to the Dr in Naples, do today I come here and because of bs they won’t see me because my primary hadn’t referred. I’ve been coming here 10 years!!! No one seems to care that for some unknown reason I’m going blind. Now I’m trying to figure out who to sue, Bascom Palmer eye center or United Insurance company

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Fany Curbelo

Unfortunately, this is the only ophthalmology center that accepts my insurance, but my experience was terrible from start to finish. I contacted them in October after my PCP sent all the referral information. From that point on, it was a nightmare. I had to call at least three times, and every single time they gave me a different excuse. First, they said the doctor had to approve the patient, then they changed the story again. No one seemed to have a clear answer or solution. After months of calling, they referred me to Dr. Mercado, only to later tell me that she was not an option and that I needed a general ophthalmologist. Supposedly, the only one available was in Miami. This happened in January, after almost three months trying to get a new patient appointment. The most shocking part is that the earliest appointment they could offer in Miami was in September. Completely unacceptable, especially after I clearly explained that I was experiencing acute vision loss in my right eye. They showed zero urgency and no empathy at all. This was a complete waste of time. I do NOT recommend this place or their service. The staff only gives excuses, they are not on the same page, and they show no real interest in helping patients. Very disappointed.

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Laurie Miller

I only give the one star because the tech and others there were good. Dr Mendosa is cold hearted, and his ego is as big as the grand canyon! I went there as a follow up from BP Miami. They could not find an organic problem with my eyes, after many tests. I lost a lot of vision (20/250) after cataract surgery, more in left than right. After all the tests in Miami nothing was found. Dr. Lam did me a favor by asking if I'd like to go to 6 month follow up in Naples since it's so much closer than Miami, and we could only monitor my vision. Of course that was easier since my vision loss prevents me from driving. Dr Mendosa was focused on why was I was there since they found no reason for my vision loss. He repeated over and over "I am a neuro-ophthalmologist, I can't do anything" As I told him, we knew this, it was a follow up to see if vision loss was stable, I didn't refer myself, his colleague referred me to him. At the end of the appointment I asked him to complete my "occupation" disabilty forms, which had been previously completed my Dr. Lam, he refused, I worked on a computer 10 hrs a day doing oncology research for an academic hospital in Boston. I never said I was totally disabled, but my insurance policy is to cover me in case I can't do "my" occupation. Which I'm sure he has a similar policy for himself. The customer satisfaction team and everyone else tried to help, but he still refused to complete the follow up form, which was very short I might add, never did he have to say anything about being disabled. Only out the facts from the testing. Even my doctor from Miami who did them prior said he could not go against Dr Mendosa's decision. I asked if Dr. Mendosa would like to hire me with my vision? I don't wish this on anyone but, I hope that if something awful like this happens to him, he has a more supportive team than I had. I have gone back to my local opthalmologist, and was able to get the forms completed, since I have now lost a job I loved, and did for 30 plus years. I mistakingly thought going to the number 1 eye institute I would have the best chance at seeing and driving, and living my best life. Please stay away from this doctor if at all possible! And please BPEI, customer experience team, don't call me about this review. You might be able to help with appointments, but can do nothing to help with clinical things. And the ego filled doctor's superiors didn't care either. Shame on you all.

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OSNIEL OSORIA

I would like to thank Dr. Alison J. Lauter for her care, dedication, and detailed explanations before my Ahmed tube shunt glaucoma surgery. Without a doubt, her hands were the best to perform this surgery on my left eye. I previously had cataract surgery with another doctor at another institution, and I admit that the recovery was somewhat painful and uncomfortable. When I learned how the process would be for this new surgery, in which they would implant a valve device, I was almost certain that the recovery would be very painful, but it was NOT. Fortunately, and thanks to the wonderful hands of Dr. Lauter, at the time of writing this review, I am one week away from having the surgery, and I can tell you that from the first moment, the recovery has been painless. Perhaps with very slight discomfort, which is normal, but other than that, no pain at all. I am very grateful to Bascom Palmer and the entire team that assisted Dr. Lauter during my surgery. Thank you to the team that assisted her (Alex, RN, Post-OP, Dr. Arpan Metha, Anesthesiologist, Tina/Renee, Pre-OP, Daysi, SPD, Haydee, RN, Javier, CNA). EXCELENT CARING STAFF. The BASCOM PALMER EYE INSTITUTE OF NAPLES, its entire staff, and Dr. Lauter are the best at what they do. Everyone here embodies warmth, service, cleanliness, profesionalism,coordination, and dedication to the patient. Thank you so much for everything!!! Babet G.