Patient Presentations, Customer Service

Disney Approach to Service Excellence Optometric staff education modules

Module 1 Disney Magic in Optometric Practice


Module 2 The Patient Experience


Module 3 Enginnering the Patient Experience: Reception – Pre-testing - Exam


Module 4 Engineering the Patient Experience:Dispensing – Visit Close - Telephone


Module 5 Policies, Complaint Resolution, Exceeding Expectations


Module 6 Completing a New Service Process

Increase Revenue per Patient

Proven techniques to increase practice productivity per patient

•  Calculating gross revenue per patient exam
•  Professional fees
•  Product mix
•  Capture rate
•  Multiple product sales

Analyze practice strengths, weaknesses, opportunities and threats to plan an improvement strategy.

Staff meeting discussion outline to uncover strengths to be reinforced, weaknesses to be overcome, opportunities for growth and competitive threats to be neutralized.

Creating a Professional Image

Proven techniques to upgrade the professional image of the practice

•  Importance of subjective patient judgments
•  Visual and verbal cues of professionalism
•  Opportunities to improve patient perception of

professionalism

Enhancing the Patient Experience

Structured process to engineer exceptional, repeatable patient experiences

•  Functional and emotional benefits patients expect
•  Impact of setting, human interactions and functional efficiency on patient impressions of service
•  Managing “clues” that communicate impressions at each stage of the office visit

Influence Point Analysis

Analyze current patient handling processes to discover ways to exceed service expectations

•  Moments of truth
•  Visual and verbal communication
•  Baton passes
•  Evaluating office processes through the patient's eyes and ears
•  Scripting

Creating Patient Loyalty

Proven service enhancing techniques to exceed patient expectations and increase retention and referrals

•  Satisfaction vs. loyalty
•  Lifetime value of patients
•  Basic vs. exceptional service
•  Saying “Yes” first
•  Creating a human relationship
•  Creating memorable stories patients will tell others
•  Recovery when service fails

Identifying Patient Needs

Techniques to match high performance products to patient needs and increase revenue

•  Functional vs. emotional needs
•  Advice patients expect from the doctor and staff
•  The pitfalls of pre-judging buying power
•  Multiple product needs
•  Techniques to quickly uncover needs
•  Presenting technical features versus end benefits

The Language of Service

How to optimize verbal and non-verbal patient communication

•  Service principles
•  Service rules
•  Basic vs. exceptional service
•  Do’s and don’t’s of service language

Presenting Contact Lenses To Eyeglass Wearers

Tips and strategies to maximize contact lens sales to your eyeglass-wearing patients

•  How to identify the best candidates for contact lens wear among eyeglass wearers
•  Reasons people desire or reject contact lenses
•  Effective methods to present contact lenses to prospective wearers

Management and Business Academy