How Has Patient Feedback Enhanced Your Services?
Optometry Magazine
How Has Patient Feedback Enhanced Your Services?
In the pursuit of excellence in eye care, we've gathered insights from five optometry professionals on how patient feedback has shaped their services. From the pivotal role of listening to the implementation of self-check-in kiosks, explore these valuable experiences.
- Listening Leads to Life-Changing Referrals
- Intentional Discussions Enhance Patient Care
- Multidisciplinary Approach to Vision Rehabilitation
- Virtual Try-Ons Improve Frame Selection
- Self-Check-In Kiosks Reduce Wait Times
Listening Leads to Life-Changing Referrals
I had a gentleman come to me for a second opinion. He had recently been seen by his ophthalmologist, who told him no new glasses were needed. I took the time to really understand his visual complaints. I explained that he did have early cataracts, and based on his high prescription and the type of cataract he had, I would like to refer him for cataract surgery. He ended up having surgery and was 20/20 for the first time in years. He came to my office specifically to give me a hug for listening and making the referral that he called life-changing. He calls me the 'Goddess of Eyes.' His previous doctors just dismissed his complaint when, in fact, he was struggling. His feedback reaffirmed the importance of listening to our patients and understanding the whole picture.
Intentional Discussions Enhance Patient Care
I can vividly remember patients being in awe of how "thorough" our exams were in optometry school. What they didn't know was that we, as students, were really just slow! But even after graduating and learning how to maximize my time in the exam room, patients still let it be known how valuable their time is—and usually, that means they want more of your time, not less. Being told early on in my career how much it meant to a patient, after doing all the tests, that I put down the iPad, faced them, and had an intentional discussion with them about the exam, probably had one of the biggest impacts on how I practice today. Some patients don't have many problems, and they appreciate you working efficiently. I work as efficiently as I can because I want to give every patient all the time they need to feel comfortable, knowledgeable, and especially cared for after every visit.
Multidisciplinary Approach to Vision Rehabilitation
Patient feedback is invaluable in improving the quality of care we provide, especially in a university hospital setting where the focus is on offering comprehensive services rather than growth. One of my most eye-opening experiences came from participating in a multidisciplinary project, where I assessed the vision of patients with stroke or other acquired brain injuries. These patients often face complex visual challenges that aren't fully addressed through traditional methods.
Through their feedback, I recognized the need for specialized solutions such as vision therapy, customized lenses, filters, and prisms. These tools have been essential in improving both visual function and overall quality of life for these patients. However, the key insight was realizing that vision rehabilitation requires collaboration across various professions. Working alongside neurologists, occupational therapists, and other specialists has shown me how powerful a team-based approach can be in addressing complex visual issues.
This experience has reinforced my belief that vision rehabilitation should be a core service in modern eye departments, where different healthcare professionals collaborate to create tailored solutions for patients. By incorporating patient feedback and fostering interdisciplinary cooperation, we can offer a more holistic and effective level of care—helping patients regain independence and improve their quality of life.
Virtual Try-Ons Improve Frame Selection
We have had several patients over the years ask if they could look online at the frames we carry. I listed the lines we have on our website with links to the company site. A patient suggested it would save a lot of time if he could see the frames we have before he came in. Recently, I partnered with Optify. They connect to my EMR and update my inventory through my website. Patients receive a text prior to their appointment inviting them to browse our frames and do a virtual try-on. They choose up to four frames they'd like to see, and we set them aside in a tray for them, along with an additional one or two frames that might fit their style. It creates a more efficient and personalized experience.
Self-Check-In Kiosks Reduce Wait Times
A patient once mentioned that the wait time for the front desk to call them back had taken a long time. We, therefore, invested in self-check-in kiosks that have positively impacted both the patient experience and the efficiency of the practice. They fill out their paperwork ahead of time—demographics, chief complaint, medical history—and scan in their driver's license and insurance cards with their phones. By streamlining the process and reducing wait times, patient satisfaction has improved, and there are now more opportunities for patients to engage with other services, like optical sales or time with the doctor.
