What to expect at your appointment

What should I expect at my appointment?

You will be examined by both an upper-year optometry student and one of our licensed optometrists. This ensures that you receive a thorough examination. After your examination, the optometrist and student will discuss the results with you.

During an eye exam, we will put drops in your eyes. These drops dilate your pupil and allow us to see into your eye. Your pupils will stay dilated for several hours. This means your eyes will be sensitive to light and your close vision will be temporarily affected. We recommend that you wear sunglasses until your pupils return to normal. You may also wish to have a friend or family member drive you home from your appointment.

What should I bring to my appointment?

If you currently wear glasses, bring them with you.
If you are having problems with your eyes or vision, bring a list of symptoms to talk about with your optometrist.
We also recommend bringing a list of any prescription or over-the-counter medications you are currently taking.
Wearing a face mask is optional.

How long will my appointment take?

The amount of time varies by the type of appointment. If you plan on selecting frames for glasses while you are here, you may need additional time. Please note that patients who have booked appointments with Optical Services will be prioritized for service.

Comprehensive eye examinations are normally booked for 90 minutes, but depending on the types of tests you need, can take up to two hours from start to finish. Low vision assessments and other tests may take longer. Our staff can give you a closer time estimate when you book your appointment.

How do I get to the Waterloo Eye Institute?

As of October 21, 2024, our Waterloo clinic is located at Unit C, 419 Phillip St., Waterloo. This interim location will be open until Waterloo Eye Institute construction is complete, expected to be in late 2026. For full directions, a map and parking information, see Waterloo Clinic.

The Kitchener location of the Waterloo Eye Institute is located at 10B Victoria St. S., Kitchener. For full directions, a map and parking information see Kitchener Clinic.

Is my care covered by insurance?

Costs for your treatment will vary depending on your individual needs and you have the right to be informed of all fees before any services are provided.

Children and youth 19 years old or younger are eligible for the following OHIP-covered services:

One major eye exam every 12 months
Any minor assessments needed

If you have an eligible medical condition affecting your eyes, OHIP will cover:

One major eye exam once every 12 months
Two additional follow-up assessments

Eligible medical conditions are:

Diabetes
Glaucoma requiring or having had treatment with medication, laser (excluding prophylactic laser peripheral iridotomy), or surgery
Cataracts / posterior capsular opacification with a visual acuity of 20/40 or worse in the best corrected eye, or when a surgery referral is made
Retinal disease that is acute or is chronically progressive
Corneal disease that is acute or is chronically progressive
Uveitis that is acute or chronic during episodes of active inflammation
Optic pathway disease that is acute or is chronically progressive
Acquired cranial nerve palsy resulting in strabismus during the acute phase or until the condition resolves or stabilizes
Ocular drug toxicity screening for patients taking hydroxychloroquine, chloroquine, ethambutol or tamoxifen

If you are 65 years or older and you do not have an eligible medical condition affecting your eyes, OHIP will cover:

One major eye exam once every 18 months
Two additional follow-up assessments

If you are aged 20-64 and you do not have an eligible medical condition affecting your eyes, eye exams are not covered under OHIP, though they may be covered or partially covered under private insurance plans.

If you have insurance benefits through government programs such as Ontario Works or the Ontario Disability Support Program, we may be able to help you file for coverage of services and/or products. Documentation will be required and eligibility of your coverage will be verified.

How can I make payments?

Payments can be made at our front desk. We take Visa, Mastercard, American Express, debit, cash or cheque. If necessary, partial payments can be made in person (i.e. a deposit when ordering an item and the balance when picking up).

If you cannot attend the clinic in person, you can make payments over the phone as an interim measure during the temporary suspension of our online payment system. This message will be updated when the suspension is lifted. Please be assured we take all required precautions to safeguard your data when you make phone payments.

To make a phone payment, please call the clinic.

Are the clinics accessible?

Yes. Both the Waterloo and Kitchener clinics have accessible parking and washrooms.

We can conduct assessments without the optometric chair if you have mobility concerns. You are welcome to bring a translator, care provider, intervener or friend. We offer adapted appointments for people with special needs. Please let us know what accommodations you need. We want to make your visit as comfortable and successful as possible.

If you have comments about accessibility in our clinics, please use the University's accessibility feedback form.

How are you reducing the risk of infection?

The health and safety of patients and clinic personnel is a top priority. The Waterloo Eye Institute follows all required infection prevention and control measures set out by Public Health and other recognized authorities and will adjust its approach as required.

If you or your caregiver are feeling unwell, please stay home and contact the clinic to reschedule your appointment. This will help to ensure the safety and wellbeing of our patients, personnel and community.

Masking is currently optional. We may reintroduce masking requirements based on disease activity and Public Health/government guidance and recommendations.

We are reducing the risk of infection in the following ways:

We have air purifiers in patient treatment rooms and other high-risk/high-density areas throughout our clinics.
Common areas are cleaned/disinfected regularly.
Examination rooms are cleaned/disinfected at the beginning of each day, between patients and at the end of the day.

Is there somewhere to eat nearby?

Waterloo Clinic: Numerous food service options are available at the 465 Phillip St. plaza, or alternatively, at the University Shops Plaza.

Kitchener Clinic: The Health Sciences campus is located in downtown Kitchener, within walking distance of numerous restaurants.

What are my rights as a patient?

To reinforce the legitimate rights and expectations of every patient, the Waterloo Eye Institute (WEI) has adopted a "Patient's Bill of Rights". Adherence to these concepts will help ensure that we maintain ethical, high-quality standards of care for all of our patients.

Every patient has the right to be treated with dignity and respect and to receive high-quality care without discrimination on any ground protected under the Ontario Human Rights Code.
Every patient has the right to voice concerns about their care without fear of reprisal. They have the right to have their concerns heard and investigated and to be informed of the outcome.
Every patient has the right to obtain complete information concerning their current diagnosis, treatment, and prognosis, in terms the patient can be reasonably expected to understand. They have the right to know by name, the doctor and intern who are responsible for co-ordinating their care.
Every patient has the right to receive all information necessary to give informed consent before referral for additional care or before a program of therapy is implemented. Except in emergencies, such information should include, but not necessarily be limited to, the specific procedure and/or treatment, the health-related risks involved, and the probable duration of treatment. When significant alternatives for care or treatment exist, or when the patient requests information concerning alternatives, the patient has the right to such information.
Every patient has the right to refuse treatment, and to be duly informed of the consequences of their action.
Every patient has the right to privacy concerning their own health care program. Case discussions, consultations, examinations, and treatments are confidential matters and must be conducted discreetly. Those not directly involved in a patient's care must have the patient's permission to be present.
Every patient has the right to expect that all communications and records pertaining to their care will be treated as confidential.
Every patient has the right to expect that the WEI be reasonably responsive to all requests for services. The WEI will provide evaluation, and/or referral as indicated by the urgency of the case. When referral to another facility or provider of health services is necessary, the patient will receive complete information and explanation concerning the needs for such a referral. The provider or institution to which the patient is to be referred will receive full information regarding the need for additional consultation and treatment upon the consent of the patient.
Every patient has the right to be advised when the WEI proposes to engage in or perform human experimentation affecting their care or treatment. The patient has the right to refuse to participate in such research projects and to receive more traditional care.
Every patient has the right to expect reasonable continuity of care. They have the right to know in advance what appointment times and services are available and where. The patient has the right to expect that the WEI will provide a mechanism whereby they are informed of any continuing health care requirements following treatment.
Every patient has the right to be informed of all relevant professional fees before any provision of services. They have the right to examine and receive an explanation of their bill regardless of source of payment.
The patient has the right to know that clinical review procedures exist and has the right to be advised of how they may be initiated.

The WEI has many professional responsibilities including the prevention and treatment of disorders, and the education of health professionals. These undertakings must always be carried out with an overriding concern for the patient's welfare, and recognition of their dignity as a human being. Whereas no simple affirmation can guarantee patient rights, faithful adherence to this basic precept represents the best assurance that patient rights will be protected.

What are my responsibilities as a patient?

By taking an active role in your eye care, you can help us meet your needs as a patient. We ask that you (and your family) accept certain responsibilities so we can meet our shared goals. We ask the following of you:

Respect

Treat clinic personnel and other patients/visitors of the Waterloo Eye Institute with respect and dignity.
Arrive at appointments promptly or, if they must be cancelled or rescheduled, notify us as soon as possible (at least 24 hours in advance).

Safety

Contribute to a safe and secure environment for clinic personnel and other patients/visitors by refraining from inappropriate behaviour.
Understand that we will not tolerate violent, abusive (verbal or physical) or aggressive behaviour. Such behaviour may result in dismissal from care and possible notification of law enforcement.

Engagement and participation

Tell us about your eye health history and concerns, ask questions to seek clarification, use the advice and information from your eye care provider, and participate in decision-making related to your eye care.
Work with the clinicians to build a relationship that is based on trust, honesty, respect and a mutual desire to improve your eye care outcomes.

Quality

Tell us about concerns you have about the safety or quality of your care.
Share your ideas, experience, insight, and concerns to contribute to ongoing improvements to the Waterloo Eye Institute. Send us your feedback via our Patient Experience Survey.

Payment

Make timely payment for services and products not covered by insurance.

How do you protect my privacy?

Privacy of personal information and personal health information is an important principle to the Waterloo Eye Institute. We are committed to collecting, using, and disclosing personal information responsibly and only to the extent necessary for the services and products that we provide.

Waterloo Eye Institute privacy policy

Learn more information and privacy at the University of Waterloo