Larry Wan, OD, of Family Eyecare Center in Campbell, Calif., recommends that a practice staff must go beyond delivering great service—to delivering a great "patient experience." To achieve that, simplify patient forms, and shorten wait times in reception, pre-testing and the exam room. Then, provide a great hand-off to the optical, and thoroughly explain benefits and costs. For the patient, the added value you provide is appreciated--and it pays off in increased referrals of friends and family.
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