By Jerry Godwin, MBA, CEO, Optometric Medical Solutions
January 14, 2015
Article 2 in the ROB series “Getting on Track with the Medical Model”
Click HERE to read Article 1, Getting on Track with the Medical Model: It Begins with Benchmarking
SYNOPSIS
In a successful medical model practice, staff members individually perform a series of logistical tasks, while working as a team. Assigning key responsibility areas is the first step.
In the delivery of eyecare, your office guides the patient through an “interaction cycle” that includes every contact point with the practice and every service provided to them.It is critical that you establish logistical protocols for each step of this cycle and engage staff in being responsible for the performance of duties within the cycle.
Break the process down into four Key Responsibility Areas (KRAs), and assign specific tasks to your staff around these job functions. Click the KRAs below to obtain achecklist of duties for each step.
KRAswithChecklists of Duties
Patient Intake Process
Doctor-Tech Responsibilities
Patient Check-Out Process
Claims Management /Billing Responsibilities
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Patient Interaction Cycle: Four Stages
Visualize the patient interaction cycle in four stages and with four objectives: receiving, understanding, helping and keeping the patient.
A Caring Staff Makes it Work
Your success with the patient interaction cycle depends on having a capable and caring staff that is well-trained and engaged in their responsibilities in performing the tasks with each KRA. There are few neutral experiences. Nearly every interaction with a patient is either positive or negative, even if only incrementally so. The way your staff represents the practice to patients is a direct reflection on you, the doctor. The OD must understand and be involved in the completion of duties within each KRA—and lead the team to success.
Observe…and Improve
Over time, assess how well you and your staff are performing the duties in each KRA. Identify areas where additional staff training can improve workflow and processes.
Jerry Godwin, MBA, is CEO of Optometric Medical Solutions, based in San Antonio, Texas. OMS is a leader in providing comprehensive management services and systems to optometric practices and a “change agent” in helping practices to embracethe medical model.To reach him: jgodwin@optmedsol.com