Many ODs still do not take advantage of the opportunity to have patients fill out paperwork ahead of time online, according to the results of Jobson Optical Research’s 2012 Waiting Game Report. Some 58.1 percent of patients say they have never been asked to fill out forms ahead of their visit to the eye doctor, compared to 41.9 percent who have been asked to fill out paperwork ahead of time.
My mother used to go to a doctor who would make his patients wait for upwards of three hours. I am not making that up … three hours. Mom was old school. She viewed that her doctor must be really good if she had to wait that long after her scheduled time to see him.
In the microwave oven, cell telephone, instant-on television world in which we live today, that old model does not work. Patients view their time as just as important as our time. Jobson Optical Research’s 2012 Waiting Game Report should renew in our minds how important it is to make sure every patient visit is efficiently delivered.
Take this week to look at your patient flow.
1. Measure how long each patient spends at each station (e.g.: reception, pre-test, exam, optical, check-out) as they move through your office.
2. Average the time spent at each station.
3. Re-evaluate your office flow to see if you can make it better.
You should re-do this action at least twice a year to make sure you are on target with your patient flow.
Improving patient flow improves your patients’ perception of their experience in your office which has two results:
1. Your patients will be more likely to tell others about the wonderful experience of eyecare at your office.
2. Your patients will spend more money in your optical.
Both of these results are positive for the patient and positive for the office. Take action today to improve the flow of patients through your office.
Click HERE to purchase a copy of Jobson Optical Research’s 2012 Waiting Game Report.
