10 Questions
What is one way to make patients feel recognized and special when they arrive for their appointment?
Immediate recognition when patients walk in the door
What is the acronym LEAP and what does it stand for?
LEAP stands for Listen, have Empathy, Ask what will make them happy and execute a Plan immediately
What is the principle that the public expects you to adhere to before starting your day?
Proper - Preparation – Prevents – Poor – Performance
What should you do if you catch yourself badmouthing your workplace?
Look for something else
Why is it important to keep the waiting room clean and tidy?
To create a good impression and make patients feel comfortable
What should you do if you notice dirty walkways or pavements outside the practice?
Rectify or report them to the local authority or landlord
Why is it important to address unhappy patients without delay?
To prevent negative word of mouth and maintain patient satisfaction
What is the benefit of wearing a uniform and nametag at all times?
Identifies you with the practice and takes the stress off you in terms of appropriate dress
Why is it important to have evidence of practice community involvement?
To show that you are engaged with the local community
What is the purpose of asking clear, open questions to patients?
To get to the patient’s problem as soon as possible
Study Notes
Dealing with Different Patient Situations
- When dealing with children, limit the number of siblings in the consulting room to minimize distractions.
- Be prepared to babysit if necessary, and exclude parents from the room if the child is apprehensive.
- For Low Vision services, ensure ample appointment time and be aware of potential issues with motivation, caregivers, and past experiences.
Managing Patient Expectations
- Be prepared to accommodate walk-in patients, explaining wait times and reassuring them of your awareness.
- Older patients require more time and assistance, so be patient and understanding.
- Use the LEAP process to address unhappy patients: LISTEN, show EMPATHY, ASK what will make them happy, and setup a PLAN to address the problem ASAP.
Efficient Practice Operations
- Be aware of delivery times for products and keep patients informed to avoid broken promises.
- Ensure correct coding for medical aids and quality assurance before handing over spectacles to patients.
- Keep patients informed about the progression of their job to avoid unwanted surprises.
Communication and Problem-Solving
- Avoid making excuses and deal with issues straight away.
- Find solutions to problems, and ask patients what will make them happy.
- Keep patients informed about any delays or issues, as they prefer honesty.
Maintaining a Professional Environment
- Ensure the reception area is neat and clean, with no food or drinks allowed.
- Keep the waiting room clean and tidy, with a sign to discourage patients from eating.
- Take pride in the practice's surroundings, reporting any issues to the relevant authorities.
Providing Excellent Service
- Recognize patients immediately when they arrive, making them feel special.
- Address unhappy patients promptly using the LEAP process.
- Adopt positive habits, such as spotless uniforms and attention to personal grooming.
- Be prepared to ask clear, open questions to quickly identify patient problems.
Learn how to manage pediatric eye exams effectively by minimizing distractions and setting a gentle tone from the start.
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