Review of Optometic Business

Joel Kestenbaum, OD, of Optix Family Eyecare Center in Plainview, NY, believes that listening to patient needs is paramount in all aspects of the patient visit. Key also, is communicating the exam room conversation to the optical dispensary staff in an informed hand-off. In addition, his practice offers a full range of vision treatment options for patients.

Neil Draisin, OD, FCOVD, founder of Draisin Vision Group and past-president of SECO, tells how to meet the challenge of "Monday morning implementation" after gaining a wealth of ideas at a professional meeting. To make positive change in the practice happen, he advises, hold mandatory, weekly staff meetings; promote staff motivation by sharing information on the financial performance of the practice; and focus on a limited number of marketing efforts that most effectively grow the practice over time.

Kirk Smick, OD, of Clayton Eye Center in Morrow, GA, reminds doctors to remember the human side of optometry. Advances in technology don't take the place of meaningful doctor-patient conversations. End each exam with, "Have I answered all of your questions?" There will be few complaints if you do.

Sherin George, OD, and Jason George, optician, of Franklin Square Eyecare in Franklin Square, NY, encourage patients to take an eight-question customer satisfaction survey on their experience from their initial call to the office to shopping in the optical and checkout. The survey, which is on their practice web site, provides them with direct input as opposed to patients venting on Facebook, Yelp or other social media. Importantly, the patient feedback enables them to fine tune and improve their services.

Pamela Miller, OD, FAAO, JD, of Highland, Calif., trains her staff to protect patients' privacy by avoiding consultations or phone calls in the reception area that may reveal private information. Also, Dr. Miller asks elderly patients if it is OK for their caretaker to accompany them in the exam room, and she balances the privacy wishes of her teenage patients against their parents' right to know.

Mike Rothschild, OD, of West Georgia Eye Care in Carrollton, Ga., displays the data collected in a comprehensive eye exam on a big screen TV in the exam room. Viewing multiple images from a fundus camera, OCT and visual field analyzer provides him with the "big picture" that helps to determine the best treatment plan for a patient. Showing that big picture to patients drives home the importance of continuing care.

Scott A. Jens, OD, FAAO, co-owner of Isthmus Eye Care in Middleton and Madison, Wis., urges ODs to look beyond the dollar reimbursements and see how converting to electronic health records can improve patient outcomes. EHR creates consistency of record keeping across all healthcare providers and makes it easy to share information, to the benefit of the patient.

Paul Klein, OD, of Broward Eye Care in Fort Lauderdale, Fla., expanded his medical eyecare services--and increased reimbursements from third-party payers. One key: Fine-tune the plans you work with.

Donald S. Teig, OD, FAAO, of Ridgefield Family Eye Care in Ridgefield, Conn., publicizes his niche in sports vision professionally, locally and nationally. He lectures to professional groups and contributes articles to journals focused on optimizing sports vision. Dr. Teig speaks to community groups like Little Leagues and also reaches a national TV market with appearances on the Today Show and The View.

Robert A. Davis, OD, of The Eye Center in Pembroke Pines, Fla., provides value-added services to patients to keep them from filling their contact lens prescriptions elsewhere. If a contact lens patient's prescription changes, the practice will take back the outdated contact lenses and replace them with the new lenses with no penalty. When patients come in for six-month check-ups, they are given the newest contact lenses to test drive with the old contact lenses taken back simply if the patient likes the newer lenses better. In addition, the practice offers 24/7 emergency services for contact lens patients. Dr. Davis says that if you educate patients about the newest in contact lenses and create a patient-friendly, enthusiastic environment, contact lens patients will stick with your practice.