Dr. Maura Massucci, OD

My younger son was a patient of Dr. Masucci since his eye disorder was discovered, so about 4 years. He did eye therapy at her office, and it was fairly successful. Her skillset is decent. My reason for the 1 star is the lack of professionalism and reasonableness that I expect with providers compared to what I experienced in her office. As a licensed provider (different field, not a doctor), I have fairly reasonable expectations regarding payment and ethics. Our first issue occurred at the time my Son was receiving eye therapy. Since the copay was so small, I had planned to pay the entire fee at once on the FSA card - I think it totaled around $150. While others were in the waiting room, I was told by the staff person that we could not schedule any other sessions until they were paid as the copay had reached $50.00 (embarrassing). huh? Why in the world would someone 1. say that out loud rather than whisper and 2. Why the need to cause extra paperwork for the families? So, I started to pay regularly and just put up with the multitude of FSA requests (track the payments, emails for paperwork from FSA as everything needs documented, etc. it was a headache). However, we decided to stay as my son knew her and felt fairly comfortable talking to her about his symptoms which, to a child, are embarrassing! Fast forward to 2024. I called to make appts for both my boys at the office. They have ONLY seen Dr. Masucci in that office (esp my child with the eye disorder - I truly had no idea she had partners). On the phone I was NEVER informed that a different provider would see my children. I had no time to research her qualifications. Apparently they did include the other provider's name in the text message that was sent a few days prior to the appt, but if you're not expecting someone new, who really reads the "confirmation" text? When we get to the appt, I realize that they had booked Dr. Snyder instead of Dr. Masucci. I said that this was wrong, and that we would wait for Dr. Masucci. Despite her staff making the mistake, she NEVER BOTHERED to come out of her office, never bothered to call me, never bothered to try to help. My younger son has some eye symptoms that are acute and troubling, and he felt uncomfortable talking to another provider (I know this due to his not telling her about his symptoms until I brought them up). I felt that I had to let Dr. Snyder complete the assessment since we were already in the money for the appointment and the Optomapping, and her policy would have charged us if we cancelled (per her website). My younger Son also had active issues that needed to be discused. I explained to the staff that continuity of care is important.. especially for children! Heck, I'll bet that the doctor sees the same stylist for her hair when she gets it cut.. we go to the same provider, esp for our children for the same reasons someone goes to the same barber - they know what to expect and they are familiar with each other. Same with IMPORTANT providers. When my mom goes to her oncologist, she sees the same doctor despite being in remission. Why? Continuity of care is IMPORTANT!! When we asked to be put on her schedule for my younger Son with active symptoms, we were told 22 days out was the soonest appointment!! HER staff made the error, I took off work with no PTO, and would have to take off AGAIN to see the doctor we planned to see when the appt was initially made (Dr. Masucci), so I'd be out a LOT of money! Her lack of response or ownership from the time of the appt when we were at her office to today has been repugnant. If your name is on the wall, then you need to be able to solve problems when caused by your staff. Today (day after appt) I called to ask for my son's billing and medical records, and for his prescription for glasses as I left without it (I was upset and needed to walk away after the treatment in the office resulting from their mistake). They actually called me back.... but not to talk about a resolution or getting my kiddo into an earlier appt, but rather to ask for PAYMENT!!! Again, it seems the power of the Almighty buck is more important to this office than the power to heal and make well... at least that is my perception after our own personal experiences. All providers mess up in scheduling; I know I have done it. The difference is when I mess up I apologize and try to make it right - even if I have to have a final appt at the end of my day "on the fly." I've been "shopping around" and found actual Pediatric Ophthalmologists (higher level than Optometrist) in Cranberry... and they were very nice on the phone when I explained the situation. Let me reiterate that I appreciated Dr. Masucci's skillset, but the lack of (in my experience) ownership or ability to move through feedback from a patient/parent truly dictates her 1 star rating from me. I refuse to allow me or my family be treated like a "payment" rather than a deserving person... especially when it comes to my child!!