Presented by:Anna Garza

andEileen Seagraves, COT, ABOC, NCLEC

Who is our patient?Routine?Emergency?Chronic condition?Disabled?

Service with a smile !You are the first impression of our company!A patient will form their opinion of us and our

company as a whole in the first two minutesPeople can hear you smiling over the phoneYour tone, the speed of your words, your

intonation and voice inflection can tell a person a multitude of things

THE EXPERIENCEHow can we give our patients “the

experience”? How do we achieve this?What do we say? What do we not say?How would you want to be handled on the

phone?Do you remember the last customer service

encounter you had? How did you feel after the call?

THE EXPERIENCE Cont’dBasic Telephone Rules

Always be courteousAlways focus completely on the callerAlways emphathize – genuinely saying, “I’m

sorry” or “I understand” goes a long wayAlways address the patient by their name.

Example: Mr. or Mrs. __________

THE EXPERIENCE Cont’dBasic Telephone Rules

Never interrupt the callerNever argue with the caller under any

circumstanceNever raise your voiceNever lay blame on the callerNever leave a problem unresolvedNever place the caller on speakerphone

THE EXPERIENCE Cont’dYour script: “Good morning/afternoon,

Houston Eye Associates, this is __________, how may I help you?

Then STOP and LISTEN!You should never put someone immediately

on hold. Take the initiative to direct the patient to the right person right away. Know the people in your different departments!

THE EXPERIENCE Cont’dListen carefully and repeat back the

information you received for clarificationWhen making an appointment, ask “Would you

prefer morning or afternoon?” Then STOP and LISTEN!

The next statement should be, “The next available appointment for that time slot is __________ “ and state the date on which the day falls. Example: “The next 4:00 slot available will be

Tuesday, September 2nd.”

THE EXPERIENCE Cont’dRepeat the patient’s appointment back to

themYour script: “Okay Mr./Mrs. Smith, I have you

down with Dr. _________, for Monday, June 15th at 9:00am at our Gramercy location.”

If the patient will be using their medical plan, then book the appointment with the ophthalmologist at the location of the patient’s choosing

If the patient will be using a vision plan that either an optometrist or ophthalmologist accepts then book the appointment with the doctor at the location of the patient’s choosing.

If the patient requires a fitting, then the patient should be booked with the optometrist, so we must make sure we ask if the patient will need a contact lens fitting.

Scheduling Rules

Is this an emergency?

NoYes

What are their symptoms? How long has this been going

on?

Do they have a doctor they see regularly or a referral from another

doctor?

Follow instructions on triaging

Yes No

Book the patient with named physician

Continue to next flowchart

Is this a routine or medical eye exam?

Routine Medical

What area of town would you like to book

your appointment?

Offer a few choices that are nearest the patient or offers the services that the patient

needs then ask:

If the patient has a vision plan and especially if

they need a contact lens fitting, then book the appointment with an

optometrist *

Book the patient’s appointment depending

on the specialty they require (memorize your

doctors and their specialties)

*Exceptions to the Rule

How Do You Know How Urgent Is Urgent?

TriagingSame Day Within 24 to 48

hrsSame Week Routine

Sudden loss of vision and sudden onset double vision

Flashes of light Mild itching, irritation, or burning

Lid twitch

Red and painful eye, discharge

Dull pain Bump on the eye

Tearing (no pain)

Any eye trauma (chemical burn, penetration/perforation, foreign body)

Gradual decrease in vision

Headache Blurred vision not sudden onset

Sensitivity to sunlight

Swollen lids Discomfort after long use of eyes

Curtain coming over vision, spider webs, or veiling

Tunnel vision Seeing black spots with no flashes

White pupil Excessive tearing with pain

Post-ops (no complications), follow ups, annual

Quick Anatomy

Our patient is the most important person in our practice.

He/she is not dependent on us. We are dependent on him/her.

He/she is not an interruption of our work. He/she is the purpose of it.

He/she is not an outsider to our practice. He/she is part of it.

We are not doing him/her a favor by serving him/her. He/she is doing us a

favor by giving us the opportunity to do so.

-Mahatma Ghandi

The End

Thank you!