Eliminating Inbound Phones from the Office
The first major change involved eliminating inbound phone calls from the front desk, allowing staff to focus entirely on patients in the office.
The decision stemmed from a desire to improve patients’ first impression of our practice.
Observing that patients often felt neglected when receptionists were preoccupied with phone calls, we moved phones to a back office space. This allowed for dedicated staff to handle calls without distracting those attending to patients in-person.
Eventually, we hired remote receptionists, enhancing efficiency and productivity.
The primary goal of this change was to ensure that every patient felt like the most important person in the room.
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By having a patient coordinator focused solely on in-office patients, we aimed to create a welcoming and attentive environment.
The transition involved minimal costs, primarily related to setting up a back office and purchasing a workstation for remote employees.
Patients have responded positively, frequently expressing appreciation for the attentive service they receive. This change fostered a more welcoming atmosphere, enhancing the overall patient experience.
Cost: The total investment was around $10,000, which included IT setup time.
Benefit: The result was a more streamlined operation with improved patient interactions.
While it’s challenging to quantify the direct impact on profitability, we believe that the improved first impression contributes positively to patient retention and satisfaction, ultimately influencing sales in our optical.
Adding a Digital Optician Device
We introduced the Smart Mirror, a digital optician device manufactured by Acep France, to modernize the optical measurement process.
Editor’s Note: There are similar technologies to Smart Mirror to choose from, including, but not limited to: EyeMeasure, Optimeasure and HOYA’s Spectangle Pro, among other options.
Despite investing heavily in advanced pre-testing and examination equipment, we were still using outdated methods for measuring pupillary distance (PD) and segment height.
This disconnect between the exam and optical experience prompted the need for a more modern solution.
The goal was to ensure that every aspect of the patient’s journey reflected the modernity and quality of care provided during their exam.
Cost: The Smart Mirror device costs $100/month per device, with three devices utilized across two locations. The transition involved selling the old pupilometer and training staff on the new device, which took less than an hour.
Benefit: Patients immediately recognized the advanced technology, leading to increased trust in the opticians’ expertise. The device also speeds up the measurement process and provides custom measurements that enhance the fitting of lenses.
The introduction of the Smart Mirror led to reduced remakes and non-adapts, as well as qualifying for a $10 co-pay with VSP for custom measurements. This aids profitability with every progressive lens sold.
Implementing LifeMeter for Nutritional Assessment
We adopted the LifeMeter from MacuHealth, a non-invasive device that measures carotenoid and antioxidant content in a patient’s skin, to assess nutritional health related to eyecare.
Editor’s Note: There are other technologies that will measure carotenoid content in a patient’s skins such as the Zea Performance System from EyePromise, among other options.
Macular degeneration is personal to me. I have seen it affect family members and, according to ArticDx testing, I personally have a 93/100 genetic risk profile for the disease.
Rather than wait and hope that it doesn’t affect me, I wanted to make changes in my environment (diet) to minimize my risk. Our proactive approach using LifeMeter aims to identify patients at risk for macular degeneration due to dietary deficiencies.
The goal was to offer a concrete measurement that could be tracked over time, providing valuable insights into patients’ diets and overall eye health.
Cost: The LifeMeter test adds a few minutes to the pre-testing process and costs about $400 per month to finance the device. Initial training took a couple of hours, generating enthusiasm among staff.
Benefit: Patients are often surprised by the ability to measure their nutritional outcomes. This opens the door for discussions about dietary improvements and their impact on eye health, enhancing the patient experience.
The practice has seen an increase in sales of nutritional supplements, as patients with low LifeMeter scores often opt for dietary improvements through supplementation. These additional sales cover the cost of the device and contribute positively to the practice’s bottom line.
Conclusion
Embracing 21st century innovations in eyecare transformed our practice into a modern, patient-focused facility.
By eliminating distractions at the front desk, integrating advanced measurement technology and assessing nutritional health, our practice enhanced patient care and improved profitability.
These changes not only reflect a commitment to providing exceptional service, but also position us for continued success in a competitive landscape.
As the optical industry evolves, staying ahead with innovative solutions will be key to thriving in the future.
Ian G. Whipple, OD, is the owner of Vision Source of Farr West and Vision Source of South Ogden, both in Utah. To contact him: iwhipple@gmail.com