The reception area of one of Dr. Hoscheit’s practices. She designed the office to be as comfortable and hospitable as her favorite resorts.
Practice management ideas from travel experiences
By Ann M. Hoscheit, OD, FAAO, FAARM, CHC
Feb. 26, 2025
As an optometric practice owner, I always believed that learning doesn’t stop in the office.
My travels provided me with invaluable insights into practice management that I was able to apply directly to my business.
Here are key lessons I learned from four remarkable places: Canyon Ranch, The Grove Park Inn, The Ritz-Carlton and The Capital Grille.
Canyon Ranch: Embracing Integrative Wellness
Canyon Ranch is a world-renowned leader in integrative wellness, with over 40 years of expertise in providing customized experiences for guests.
My journey to Canyon Ranch began when I launched into the ocular surface disease space in the late 90s.
I was perplexed by why some patients thrived on fish oil while others did not, and I became intrigued by the root causes of dry eye disease, particularly hormone insufficiency and imbalance.
I applied to become board certified in integrative medicine, and was thrilled to be accepted into a program as the first optometrist ever.
My visit to Canyon Ranch was an immersion into the integrative medicine experience, where I learned about the intersection of allopathic and complementary medicine.
Key Takeaways
At a macro level, I recognized that integrative wellness is an emerging trend in healthcare, moving away from the traditional “sick care” model. This realization deepened my passion for bringing new services and products to my patients.
On a micro level, I gained insights into fatty acids, particularly the differences between triglyceride and ethyl ester forms of fish oil.
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I learned how to read fish oil labels, optimize fatty acids in the diet and identify therapeutic doses that impact conditions like dry eye.
Implementing Changes
Upon returning to my practice, I partnered with Nordic Naturals to provide high-quality omega supplements to my patients.
We scheduled training sessions for both doctors and staff, hosted regular patient “lunch and learns” and educated our team on the benefits of omegas for dry eyes and retinal conditions like AMD and glaucoma.
The results were remarkable. I could confidently prescribe therapeutic doses of omega supplements, leading to improved patient outcomes.
Results: Our knowledge and treatment success resulted in less symptomatic patients, increased word-of-mouth referrals and a surprising revenue stream—over $50,000 in product sales in just one year.
The Grove Park Inn: Designing a Warm Atmosphere
The Grove Park Inn has been the venue for our state optometric association’s fall congress for nearly three decades. I attended my first meeting there in 1993, not only as a new licensee, but also as a speaker.
The historic property’s décor and ambiance inspired me to create a similar atmosphere in my second practice, Summit Eye Associates.
Key Takeaways
The warmth and personal touches offered by the staff at The Grove Park Inn became guiding principles for my practice. I modeled our front desk after their hotel registration desk and drew inspiration from their furniture and artwork.
Implementing Changes
We adopted the motto engraved in the stone surrounding the lobby fireplaces: “Take from this hearth its warmth, from this room its charm, from this inn its amity. Return them not – but return.” This motto became a part of our internal culture.
By returning to The Grove Park Inn nearly every year, I recommitted to providing warmth and excellent customer service in my practice. This focus on culture drove our success, proving that “culture eats strategy for breakfast.”
The Ritz-Carlton: Elevating Customer Care
My first experience at The Ritz-Carlton was during the Management and Business Academy in 1995. As a farm girl from Minnesota who had just purchased my practice, I was blown away by the level of service, including the “turn down service” with slippers placed on a linen rug next to my bedside.
Key Takeaways
The Ritz-Carlton taught me the value of thoughtful hiring and the importance of employee orientation and on-boarding. A well-educated team that understands our mission can operate with autonomy, allowing them to solve problems without needing constant supervision.
Implementing Changes
We took our employee orientation seriously, setting our team up for success and high performance. This commitment fostered relationships between patients and team members, leading to a more personalized experience.
We took our employee orientation seriously, setting our team up for success and high performance. This commitment fostered relationships between patients and team members, leading to a more personalized experience.
The impact was profound. I left that meeting with a clear vision of the care we would deliver in our practice.
Results: Building a nearly $6 million practice in under five years and receiving recognition as the best eyecare practice in our county were significant measures of success.
The Capital Grille: Anticipatory Service
We visited The Capital Grille during our annual team holiday outing, coinciding with our growing staff. The experience was eye-opening for many, as it was their first time enjoying a fine dining experience.
Key Takeaways
The anticipatory service provided by the wait staff made our team feel valued and important. This inspired us to brainstorm ways to apply these lessons in our practice.
Implementing Changes
At our next staff meeting, we discussed our experience and came up with suggestions to enhance our practice. We improved our beverage station, added individually wrapped cookies and enhanced our communication regarding lab delays.
Results: By taking care of our team, we ensured they would take care of our patients. This approach generated enthusiasm around our mission and led to an increase in five-star reviews.
Bottom Line: Your Travels Offer Many Potential Practice Improvement Ideas
Traveling to these remarkable places provided me with invaluable insights into practice management.
From embracing integrative wellness at Canyon Ranch to creating a warm atmosphere inspired by The Grove Park Inn, elevating customer care at The Ritz-Carlton, and implementing anticipatory service at The Capital Grille, each experience shaped my approach to running a successful optometric practice.
By sharing these lessons, I hope to inspire fellow practice owners to seek out new experiences and apply what they learn to enhance their own practices.
Remember, the journey of learning never ends, and the best practices often come from unexpected places.
Ann M. Hoscheit, OD, FAAO, FAARM, CHC, is the president of EyeBridge Consulting Associates, ODPA. To contact her: drann@eyebridgeconsulting.com
