Lewis Center Check In Process and Patient Flow Recommendation

Before the Patient Even Arrives-Get to Know Them!

It's all about our approach and YOU wield the power! Let's get excited about each patient coming in, and take a few seconds to learn what we can about them so the relationship building can start the second they enter the door! Here are a few questions to consider: 

• Do you already know this patient? 
• Are they previous patients? 
• Are they going to see the same doc as before, or someone new? 
• Do their family members come to see us? 
• Are their family members due for care? 
• Do they usually purchase eyewear from us? 
• Did they fill out web reg (this should be notated in an alert message if they did)?
• Did they visit our online frame gallery and select frames to view (also in an alert message if they did)? 
• If there is a picture of the patient, take a mental snapshot so that you can greet the patient by name when they walk in the door! 

When the Patient Arrives

YOU are the first face these patients will see! Here are the keys to an awesome welcome at LC:

• Greet the patient by name, making eye contact---even if you are with another patient.
• Get up, walk over to them, introduce yourself, and shake their hand if it feels right. Remember to be joyful and smiling! 
• Your welcome will let them know if you are genuinely glad they are there-so make it count!
• If appropriate, offer to hang up their coat in the showroom-they are welcome to carry them with them as well! 
• Grab your computer and check the patient in by clicking on the patients name in the "Today's Appointments" list. 
  • This will bring up that patient's demographic in Eyecare-and there may be an alert message that pops up--read it! These alert messages may let you know if the patient completed web registration or if they picked out frames from the online frame gallery. 
  • Click on the "feet" icon at the top of the "Today's Appointment list to check the patient in. A box will pop up asking you to confirm, click yes! 
  • If there is no alert message indicating that the patient completed web reg, you will need the patient to sign our HIPAA form. 
  • Grab one of the patient tablets and pull up straightouttapvc.com. Go to "Patient" and then to "HIPAA Form." Explain to the patient that you just need them to fill out the name and date, read at their leisure, and then sign the form! Super simple! :D
• Now let's have fun! With the patient tablet in hand, ask the patient how they heard about our practice as you start their "tour." 
• Showing the patient the tablet, let the patient know that this is for them to hold onto throughout their appointment!
• Demonstrating as you speak, show them the "Professional VisionCare YouTube link that shows several informational videos about who we are and what we can do for them!"
• "Also on the tablet is a QR reader--throughout the office, there are QR codes that you can scan to learn more about our practice and our products!" 
• "We have hundreds of frames throughout this office-not just the ones you see in the displays, but even more in drawers all around our showroom. We encourage you to try on the frames from any of the displays or from any of the drawers-nothing is off limits!"
• When you are ready to take them back to the first part of the exam, share with the patient "There are two parts to the eye examination. The first is all about eyesight, and the second is all about eye health. I will start with the eyesight part of the exam, to ensure you see your absolute best!" 

Testing with the Optician

As you take the patient back to the pretest, here are the next steps to the patient's experience:

• "We are going to being with the vision portion of your examination."
• Collect the patient's insurance card and scan it into Eyecare, remembering to put the date and your initials in the insurance screen. 
• Neutralize eyewear (all of them) and place it on the card to download in the exam room.
• Complete autorefraction and tonometry testing. 

Taking the patient to the exam room:

• Bring up eyecare record and load card into digital system
• Change bluenote to show patient in exam 1, putting their name in exam 1
• Do the acuity distance and near testing
• Doctor will now enter the exam room, reiterating that "this is the first part of the eye exam, where we will make sure you see the clearest. The eye health portion will be done with me at a later point."
• Scribe for cover test and doc notes for treatment plan (this is for YOUR benefit, so be as detailed as you need!)
• Be apart of the eyewear treatment plan with the doctor-with the doctor, determine which eyewear is the most important to the patient. The doctor will be recommending everything the patient needs. 
• Assure your patient, there is no reason for them to purchase eyewear elsewhere as we can accommodate every need budget. 
• "We have the highest quality eyewear and value eyewear to work within everyone's means!
• Take your computer and the patients tablet with you as you now go into the showroom.

Showroom Experience

There is no waiting area, no dispensary--we have a beautiful SHOWROOM! Here are a few tips to keep it engaging:

• Move the patient to the showroom in blue note. 
• Offer input as you see folks trying on frames, all work together, and keep it fun! 
• Are you smiling? Or are you serious face? Smiling is better. :D
• This is a fun shopping experience, where patients can explore and learn--be sure to show them some of our fun stuff, like the new frames, blue light blocker, etc! 
• "I understand your vision benefit plan inside and out and will help maximize your benefits! We promise to find awesome eyewear within your budget!"
• For the contact lens patient, doctor will share which new lenses are best for the patient to wear, and should have them on the showroom for eyewear selection. Know the current rebates, or look them up if you know what the patient is currently wearing!
• Complete all treatment plans with your amazing skill and talents! 
• Check the patient out and collect balance.
• "Would you like us to mail your eyewear or would you rather pick it up in our office?" Make notes!
• Use blue note to call OA, listing the patient's name. 

Eye Health Portion of the Exam

Here is where the OA takes over! Here are the steps to eye health portion of the exam:

• OA goes to the showroom, addresses the patient by name, introduces his/herself!
• Let patient know "we are now going to do the second part of the exam, the eye health portion." 
• OA escorts patient to exam 3, fills in blue note, letting doctor know they are in exam 3
• OA dilates the patient
• Completes history, exam record, and visual field
• Takes photos
• Discusses videos on tablet if time
• If doc comes in, wait and finish up plan in record. 
• If additional fees come up, check patient out again. 

Relationship Building

YOU have the power to wow the patient and make them feel valued, special, important, and so many other positive adjectives. Here are a few additional notes:

• Our office has a "YES" policy. Helping the patient achieve what they want is usually possible. Let's do everything we can to make them feel like they matter-NOT giving off the vibe that they put us out or we are too busy or stressed. Ick! 
• Follow through and make sure their OVERALL experience, not just parts of it, are memorable and positive! This is the best way to create loyalty from our patients!
• In the future, we will have the best virtual try on capability possible. When you know the patient, you can send them a photo of themselves in a new line of frames--WOW!
• Let's not allow them to be coerced to go elsewhere because of product or price; rather, let's ensure they refer everyone they know because we are known for meeting their means with awesome product!
• SOCIAL MEDIA BUZZ IS CRITICAL! If your patient is willing to have their pic taken, they post something about us, or any type of social media buzz is generated with our patients, YOU will be entered into monthly drawings (check your emails each month for the details!).