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Creating a Professional Image Staff Meeting Presentation Series Staff Meeting Goals • Explain the importance of professional image to our mutual success • Review proven techniques to create a strong professional image Eyecare Service Basics What Patients Expect: Competent, Professional Care “Functional Excellence” + Friendly, Personalized Service “The Human Touch” + Products That Satisfy Needs “High Performance Solutions” Patients’ Judgments about the Competence of Professional Care are Based on… Rational and Objective Assessment of Care and Advice Received + Emotional and Subjective Perception of Professionalism of Doctor and Staff Usually, the patient is not competent to judge the professional care objectively Subjective perception of professionalism is the only reality for most patients Creating a Professional Image Visual Cues + Verbal Cues • Patients antennae are up during the entire office visit • Everything a patient sees or hears affects their perception of the practice • Visual cues are often more memorable — patients evaluate more with their eyes than their ears Visual Cues That Degrade Professional Image • Furniture worn, soiled upholstery • Exam equipment smudged, dirty • Staff wears extreme or ultra-casual apparel • Contact lenses, frames storage is chaotic Visual Cues Upgrading Professional Image • • • • Lab coats worn by all staff members Staff members have business cards Staff wears name tags with job titles High personal hygiene and personal appearance standards constantly maintained • • • • Pre-testing and exam equipment is up-to-date, spotless, in good working order Staff interactions are carefully orchestrated for efficiency and to respect patient’s time • • • • Apparel is professional looking Hair is maintained No bull sessions in patient view No confusion about roles and responsibilities No extended waits between steps Efficient arrangement of equipment and displays Visual Cues…for discussion • What visual cues does our practice now convey that are not consistent with a professional image? • How could the visual environment be enhanced? Verbal Cues That Degrade Professional Image • Staff unable to answer basic questions about tests, eye conditions, products • Staff overheard by patient talking about other patients, office gossip, personal business • References to staff members as “girls,” “gals” • Commercialism takes precedence over the patient’s ocular need in product recommendation • Absence of dialogue with patients to determine their needs and desires Verbal Cues Upgrading Professional Image • • • • Staff members always addressed by title and/or name Staff constantly reinforces expertise of doctor and the concern of the doctor for long-term ocular health of patients Brief layman’s explanations provided for all exam procedures and product presentations Staff member interactions friendly, crisp, efficient • • • • • Roles are apparent to the patient Patient never able to hear office gossip, personal conversations, discussions about other patients Patient’s ocular need always takes precedence in recommendations Always recommend the best, after reviewing options Staff able to answer most of patient questions about vision and products • Never “guess” the answer to a patient question. Verbal Cues…for discussion • Are there topics that our staff should know more about to better answer patient questions? • What opportunities exist to increase the perception of the doctor’s interest in the patient’s ocular health and vision? • What “baton passes” are not handled consistently and efficiently within the office? • How might the “baton passes” be improved? • Does every patient walk away from the office convinced they have been offered the very latest and highest performance eyewear available? How could this be assured? Appendix Frequently Asked Patient Questions Q. Are you employed by Wal*Mart? A. I am an independent doctor of optometry who chose to locate my practice at Wal*Mart, which is my landlord. I make no income from selling glasses or contacts, but only from providing comprehensive exams and testing ocular disease. Q. How can your fees be so much lower than other eye doctors? Will I receive a quality exam? A. We provide a thorough exam with the most advanced diagnostic equipment to evaluate your vision needs and uncover any other ocular conditions that may remain undetected, if not regularly monitored. I received the same intensive four year, doctoral level training at a college of optometry that other optometrists receive and was licensed to practice by the state after extensive testing. We can offer lower fees because our overhead is lower operating here, and we are able to keep busy seeing patients all day because of our convenient location. Appendix Frequently Asked Patient Questions (cont.) Q. How much does an eye exam cost? A. A comprehensive eye health and vision exam is $_____. A basic contact lens exam is $_____. If you have astigmatism or need bifocal correction and want to wear contact lenses, there is a modest additional cost. Q. Will I receive a written prescription after the exam? Will the prescription be accepted anywhere? A. We will supply a written prescription and summary of your exam as you leave the office. The prescription is valid anywhere in the U.S. Q. I had an eye exam a little over a year ago and my vision seems fine, why do I need another exam? A. We think it is important that all of our patients receive an annual eye exam. Your vision can change over a 12 month period and a regular check-up enables us to uncover any sightthreatening ocular conditions that can develop, unnoticed by you. Appendix Frequently Asked Patient Questions (cont.) Q. Will you accept my insurance plan? A. For the convenience of our patients, we accept most vision plans for whatever portion of the examination cost the plan covers. Please tell me your insurance company so that we can confirm your coverage. Q. Why does it cost more for a contact lens exam? A. We do additional testing with contact lens patients to measure the curvature of the eye to assure we prescribe the lens that optimizes fit and comfort. We also do an evaluation after you have worn the lenses for (weeks) to assure there are no complications. Q. Aren’t all contact lenses the same? Shouldn’t I just buy the cheapest ones? A. They are not all the same. The contact lens companies spend millions of dollars every year to improve their lenses and regularly introduce new and better technology. You wouldn’t want to buy a five year old computer and for the same reason it’s best to keep current and wear the latest and best lenses. Right now the companies are introducing new lens materials that allow much more oxygen to pass through, making them healthy to wear and enabling people to wear them in comfort for fourteen hours or more per day. I recommend these new materials to most patients, even though they cost a little more, because I think they are better for their eyes in the long run. Appendix Frequently Asked Patient Questions (cont.) Q. Will my contact lens prescription allow me to buy any brand of lens I want? A. Your prescription is for a specific brand of contact lens that my examination and experience tell me is best for your vision and ocular health. Q. Is it safe to wear a contact lens with a small tear in it? A. A torn lens can damage the delicate outer tissue of your eye and lead to serious infection. If you tear a lens and do not have a replacement, come into the office right away and we will provide, at no charge, a lens that you can wear until your new supply arrives. Q. Does Wal*Mart make high quality glasses? Because they cost less, will they last as long and let me see well? A. Wal*Mart will custom-make your glasses in one of its six ultra-modern optical labs, using top quality lens and frame materials, which the company constantly seeks to upgrade. Because of Wal*Mart buying power and operating efficiency you receive top quality glasses at an everyday low price.