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COVID-19 Frequently Asked Questions

Is your office open?

Yes, as of Monday, May 11, 2020 for we are open during our normal business for appointments only. We are now requiring an appointment for adjustments, pick-up, and optical encounters.

I think I have a medical emergency, what do I do?

If you are experiencing a medical emergency, please give us a call at 808.885.4000. We are currently doing Telemedicine virtual exams through Doxy.me, Facetime, or by phone. For telemedicine appointments, we need you to sign an Authorized and Informed Consent for Telemedicine form by logging into your patient portal to sign electronically, or by email to send back. Depending on your symptoms, we may ask that you come into the office for additional testing. You will be expected to answer the follow questions before you are allowed into the office:

  • Have you (or anyone around you) experienced any flu-like symptoms, including but not limited to:
    • Fever
    • Cough
    • Shortness of Breath or difficulty breathing
    • Chills
    • Sore throat
    • Complaint of acute loss of smell or taste
  • Have you (or anyone around you) traveled to or from Hawaiʻi Island in the last 14 days?
  • Have you been to a gathering with 10 or more people?
  • Are you an essential worker? If so, where do you work?

I have an appointment scheduled, how do I know if I should come in?

For all those with upcoming appointments, please expect a phone call or message from our office to let you know if we will keep, reschedule or cancel the appointment. We are staggering our appointments to reduce the amount of patients in our office at a time, so rescheduling is likely to be expected.

Iʻm coming in for an appointment, what should I expect?

When you arrive in the parking lot, please stay in your car and call us at 808.885.4001 to let us know you are here. Please be ready to verify your current address, phone numbers, email address, and insurances when you call. Our technician will call you to come upstairs when she is ready for you. To allow for social distancing have your family stay in the car, and come alone, if possible. Be sure to wear your face mask and wash your hand upon entering. Please bring your own pen to sign any necessary documents.

What are you doing to keep your staff and patients safe?

We are implementing sanitation protocols to keep everyone safe. We have installed protective barriers, and our staff is required to wear face masks, face shield, and wash their hands frequently. We have floor markers to indicate where patients should stand to remain 6 feet away.

We are working to improve our efficiency to shorten the amount of time each patient is in our office. To help limit your time in the office, we are asking that all patients log into their patient portal to fill out the New Patient Intake form or Patient Information Update form to update your information prior to coming in for your appointment. Please upload your insurance cards and medication lists when submitting the form.

My glasses need adjusting, can I just come in?

Unfortunately, we are not allowing any walk ins at this time. For adjustments or optical appointments, please call us at 808.885.4000 to schedule an optical or adjustment appointment. Those without a scheduled appointment will not be allowed in the office.

Can I come pay my bill?

We are asking for cashless payments  method for any and all payments, either by credit card via phone or by check via mail.

Can’t find the answer you were looking for?

If you have any further questions, please email us at hec.staff@hokuulaeyecare.com or call us at 808.885.4000.

Thank you for your patience and understanding.