March 15, 2011
Bi-weekly information and advice to manage optometric practices
from the Management & Business Academy™ (MBA)
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March 15, 2011Bi-weekly information and advice to manage optometric practices |
| mba-ce.com | mycibavision.com | essilorusa.com | Contact Us |
Ask NeilDr. Neil Gailmard's advice on management challenges faced by independent ODs
To Change Staff Habits, A doctor asks... "My staff has developed bad habits over the years. How can I change these habits?"To change bad habits, begin by giving your staff a reason to change their approach. It is not effective to simply tell employees that you want them to do things differently because they won't be motivated to make changes. People are more willing to modify their behavior when they see the benefits. READ MORE» Dr. Neil Gailmard, who is widely known for his practice management advice, is a member of the MBA faculty.
Super Service PearlsAdvice from service experts to enhance the patient experienceAvoid Stereotyping Patients It's only natural to stereotype people in social interactions when the other person is not well known to us. We make snap judgments about people based on their appearance or mannerisms. We instinctively and unconsciously classify new faces as friend or foe, potentially pleasurable or painful, attractive or unattractive, smart or dumb, interesting or avoidable. Stereotyping is a basic survival mechanism that's really useful when a quick assessment of a situation in required. |
Welcome to MBA Intelligence
The pace of business is quickening. Today, we are increasingly challenged to stay atop consumer trends, embrace advances in technology and respond to economic dynamics—all while delivering the highest level of eye care to our patients.
Spotlight on...
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| Guidelines for Setting Mix Improvement Goals (% of Soft Lens Unit Sales) |
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|---|---|---|
| Average Independent Practice | High-Performance Practice | |
| Silicone-hydrogels | 55% | 75%+ |
| Soft torics | 17% | 25%+ |
| Soft multi-focals | 5% | 15%+ |
| Daily disposables | 12% | 25%+ |
Identify brands that offer the highest performance.
Select brands of lenses based on your knowledge of the clinical features and performance, and on what you observe about patients' clinical response and satisfaction rates. Communicate your preferred product list to your staff, explaining the unique benefits and advantages of your choices. This will enable staff to educate patients and reinforce your reasons for recommending each lens.
READ MORE»
Brainstorm Negative and
Positive Occurrences
In this monthly workshop, staff will identify occurrences during typical patient visits that create either negative or positive impressions. After brainstorming a long list of occurrences, staff will narrow the list to those that occur frequently and have the largest impact on patients' judgments about service.
Using the edited list, staff will express what concrete actions staff must never do, to avoid negative impressions, and which they must always do to create positives. READ MORE»
Improve Your Capture Rate
To improve your eyewear capture rate, structure the sights and sounds of the office experience to create the following impressions and feelings among eyeglasses-wearing patients:
| Independent ECP Eyewear Capture Rate | ||
|---|---|---|
| Independent ECP % of eye exams | 67% | |
| Independent ECP % of spectacle lens units | 45% | |
New York, NY
March 16-17
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A patient asks ...
It's important that we charge contact lens professional fees that reimburse us for the extra testing and time that it takes to manage a contact lens wearer. The patient often is unaware that the procedures we perform for them are any different than the ones we do for a non-contact lens wearer. For this reason, it is essential for the technician and doctor to explain to the patient the parts of the exam that determine the contact lens prescription. It also is vital that this explanation take place while the services are being performed by so that the patient understands the value of your services. READ MORE»
Dr. Dave Ziegler, who lectures and publishes regularly, is a member of the MBA faculty.
About the MBAThe Management & Business Academy™ (MBA) is a professional education program, sponsored by CIBA VISION and Essilor, dedicated to assisting independent optometrists to improve business management processes. MBA conducts live seminars, conducts on-going research to establish national optometric practice performance metrics, publishes MBA Insights (a quarterly practice management journal) and maintains www.mba-ce.com (a repository of practice management information). Copyright © 2011 Management & Business Academy™ (MBA). All rights reserved. Reproduction in whole or in part without permission is prohibited. |
