What if transforming your practice didn’t require a complete overhaul—just a 1-degree shift? At IDOC Connection, keynote speaker Eric Termuende shared how small, intentional adjustments can significantly impact your practice over time. It’s not about massive changes; it’s about minor shifts in leadership, team empowerment, and patient experience that lead to real results.
In this blog, we explore five 1-degree shifts to improve optometry patient experience—all by making slight, meaningful adjustments.
5 small shifts to improve patient experience
1. Personalize the experience
Train your team to use patient names and recall details from previous visits. If you offer myopia management, consider adding family-friendly elements that can distract children so the parent can focus on your follow-up care instructions. These small details create a memorable experience and reinforce your expertise.
2. Improve appointment flow & manage wait times
Identify inefficiencies in your scheduling. If patients who come in during lunch hour tend to have longer wait times, pre-shop frames based on their preferences or new trends. Alternatively, encourage frame try-ons with a tray of best-selling frames labeled, “Try me on while you wait & while I last!” Idle time becomes an opportunity to engage patients and generate revenue.
3. Create a comfortable & engaging office environment
Ensure patients have access to small comforts—refreshments, Wi-Fi, or inviting displays encouraging engagement or more information. Turn a specialty product pitch into an experience by showcasing videos with patient success stories near the product display. An inviting atmosphere makes every minute feel intentional.
4. Make every visit an opportunity for connection
Train staff to ask intentional questions during visits. In addition to confirming prescriptions, opticians can generate a casual but opportunistic conversation, such as, “Do you have any upcoming travel plans? You might need a backup pair of glasses or prescription sunglasses!” These conversations add value naturally.
5. Follow up with a purpose
A personalized post-visit follow-up call or email shows care beyond the exam chair. Instead of generic reminders, send a message checking on comfort and reinforcing home care tips for specific treatments. This builds trust and keeps your expertise top of mind.
Ready to implement these small shifts? Contact your Practice Development Manager for a Business Review Session to explore more personalized strategies for your practice.
