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Enhancing patient experience in optometry
By Ronald P. Snyder, OD, FAAO
Jan. 2, 2025
Do you feel secure that the majority of your patients leave your office feeling good about their experience with you and your team?
Here are some things you can do to make it likely that your patients will smile when remembering their time in your office, and refer many others to you for care and eyewear purchases.
My last tip below is one most ODs don’t know, which takes time, but will really separate you from competing offices.
Arrive in Exam Room Prepared
Prior to entering the exam room, be sure to review the patient’s ocular and health information. This includes checking records from their physician’s office and laboratory results. Utilize tools like Carequality or Kno2 for efficient access to these records.
Upon entering the exam room, you might say, “Thank you for waiting. I was reviewing your previous eye exam records and the documents that I received from your physician to ensure we have the most accurate information.”
Engage Patient with Questions
As you proceed to wash your hands, engage the patient with a few relevant questions based on their records to confirm details and gather any additional information needed.
For instance, you might say, “I see that you had recent tests for [specific condition]. How have you been feeling since those tests?”
Engaging with patients on a personal level can make a significant difference in building rapport. Asking about their family or occupation not only shows that you’re interested in them as individuals, but also helps you understand their needs better.
For example, if you learn about a patient’s profession or hobbies, you can suggest specific eyewear solutions that fit their lifestyle. This personalized approach can make patients feel more valued and understood, which often leads to increased satisfaction and loyalty.
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Additionally, these conversations can naturally lead to opportunities for follow-up appointments or referrals. When patients feel that their specific needs are being addressed thoughtfully, they’re more likely to share their positive experiences with others and come back for their future eyecare needs. It’s a win-win!
This approach shows professionalism and thoroughness while keeping the patient informed and involved in their care.
Stay Engaged or Risk Dissatisfied Patient
Recently, I visited a physician as a new patient. He greeted me with a friendly smile and handshake. He then sat down at his computer to record notes.
He barely made eye contact with me during the visit. Personally, it was a mixed experience. It is important for a doctor to be attentive and engaged during a patient visit. It can be frustrating when it feels like they’re not fully present, especially when you’re trying to discuss your health concerns.
The interaction was less personal than I expected. Patients appreciate a more direct communication and engagement. This lack of engagement affects a patient’s confidence in the care that they are receiving. Patient comfort and trust in their healthcare provider is crucial for effective treatment.
Try Making Personal Follow-Up Calls, If You Can
Here’s a fantastic practice management technique: Personal follow-up calls.
These calls can really set you apart from other practices. It’s a great way to build rapport and trust with your patients. People appreciate being valued and taken care of beyond just the clinical aspects, and those calls show you genuinely care about their experience.
Additionally, it’s a great way to catch any issues or questions they might have right after their visit, which can help in providing better care and improving patient satisfaction.
The positive word-of-mouth you get from such personalized service can definitely contribute to growing your practice. It’s a perfect example of how small touches can have a big impact!
Ronald P. Snyder, OD, FAAO, is the president and CEO of HealthCare Registries, LLC. To contact him: RonSnyder@HealthCareRegistries.com
