Featured Doctors

Raise the Bar in Patient Education

Twelve years ago when Kevin Neal, OD, came to work with Walmart, the Cullman, Ala., store had just been renovated into a Walmart Supercenter. He saw great potential in becoming the new OD at this location, which is a shopping hub for the neighboring rural communities. Dr. Neal knew he had a lot to accomplish when he arrived in his store. The former doctor had provided routine primary eye care, but Dr. Neal wanted to offer much more. Reaching that goal wasn’t without its challenges. “It was a big transition because the practice was suffering,” he explains. But during his first two years, he saw that his changes were making an impact.

Consistent and thorough patient education has always been an essential part of his exams, and even now, as the practice has grown, he makes time for quality conversations with patients. “We can fall flat on education when we have a full schedule,” Dr. Neal says. Just a few minutes discussing available medical services can make a difference. “Patients complete an extensive family history, and I try to emphasize preventive care,” Dr. Neal says, adding that he often recommends nutritional supplements when he believes they can benefit patients.

Dr. Neal partnered with a cataract surgeon who comes into his office for surgical evaluations, and patients appreciate the convenience. Local primary care and specialty physicians frequently refer patients for urgent and medical eye care. The store’s foot traffic has also played a significant role in the practice’s growth, and many of patients refer their family and friends for eye exam. “Word of mouth is very potent,” Dr. Neal says. “It’s neat that I haven’t had to pay for any advertising.” He works closely with his Vision Center manager and staff to help him maintain a patient experience that has his patient base buzzing. “It’s critically important to get involved with the staff because these associates are often the first contact with the practice for many patients,” Dr. Neal says. “The staff needs to be aware of the doctor’s position on the practice and his or her approach to care.”

Dr. Neal has focused on improving his own business and its reputation in the store over a decade, and he says he believes that all Walmart ODs could benefit from working together to elevate the patient care experience as a whole. Dr. Neal has worked with his regional and market managers to establish a code and standard of care expectation that can help other ODs, their staff and Vision Center employees to provide a great experience. “I’ve found that someone who comes to my office may have one experience here and a different experience if he or she goes 25 miles away,” he says. When all ODs work together and invest in their practices to meet and exceed patient expectations, patients will come to realize that they can turn to any Walmart store for quality eye care, he says.

Dr. Neal was recognized as Walmart’s OD of the Year.

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