Optometry Consulting: Handling the Patient Hand-off!
Increase Sales and Improve your Office Flow with Effective Patient Hand-offs!
The patient hand-offis one of the most critical actions that happens within a practice each day. In most offices, when the doctor or tech come out of the examination room they hand-off the patient to the optician and the sales process begins. This process usually happens quickly and without much of an introduction. But should it happen like that? No!
An effective patient hand-off should accomplish a few things:
1) An Introduction during the patient hand-off
This is the time where the technician or doctor should personally introduce the patient to the optician who will be helping them find a pair of glasses or invoice them out. While some might find this a useless step, it provides another level of service for the patient and allows you and your optician to transfer the patient in a formal way.
2) Provide a brief description of the products the doctor suggests for the patient
When the doctor tells the optician that they discussed anti-reflective coatings, progressive lenses, or polarized sunglasses with the patient – in front of the patient, it allows the sales process to happen in a quick, effective manor. Your opticians can say “the doctor suggested you get x, y, and z…” and the patient’s will then feel they are not being sold, but rather being treated by the doctor. This simple process can increase your second pair sales, sun sales, AR sales, and progressive sales, and you don’t have to change a thing other than this step.
Also Read: Want Increased Profits? Sell More!
Providing solid patient hand-offs allow you and your staff the ability to formally transfer the patient and simplify the sales process in a manor that benefits your staff and patients equally.
Mike Rolih is the President of MIRRO, Inc. a cutting edge consulting firm providing eye care professionals with training, marketing, and human resource solutions. For more information, you can visit MIRRO at www.mirroinc.com.