Page 39 - 2015 Best Practices of Spectacle Lens Management

Best Practices 8. Train staff to eliminate incorrect measurements and 10. Conduct ongoing patient satisfaction surveys.
lens specifications. Go to ecpuniversity.com for staff training Provide each patient with a stamped, addressed postcard to complete
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content on lens measurement techniques. and return to the practice, evaluating their visit and their satisfaction
with eyewear purchased. Leave space for patients to write in comments
9. Call buyers of new spectacle lenses one week after and suggestions. At regular staff meetings, review patient feedback, and
delivery to determine satisfaction. After a patient purchases brainstorm process changes to address complaints and dissatisfactions.
a type of spectacle lens not previously worn, call the patient seven
days after product delivery to determine his or her satisfaction with 11. Visit yelp.com, checkbook.com and other retail
the new device and answer any questions. The doctor should make satisfaction web sites to see what patients say about
some of these calls. An unexpected follow-up call sends a strong your service. These web sites can reveal issues that patients may
signal that patient satisfaction is important to the practice and never tell the practice about directly. A few patients will never be
keeps the office in touch with how patients experience the products satisfied, but if consistently negative themes are noted in patient blogs,
you recommend. there is a basis for remedial action.

Adopting Best Practices

Getting Here is a simple approach to begin incorporating spectacle lens management “Best Practices” into your office.

Started 1. Analyze current spectacle lens metrics and compare to performance benchmarks. A first precept of business management
is that you can’t manage what you don’t measure. Your first step must be to rank order and prioritize the deficiencies of your current performance. For the
key metrics discussed in this booklet, calculate the performance of your practice over the past year. Make a list of the metrics for which your performance
is 15 percent below the median or average. If you are above average in every area, identify those areas in which your performance is only slightly above
the norm. The list below identifies some of the key eyewear performance metrics to analyze.

Key Eyewear Metric Definition

Eyewear Rxes per 100 complete exams (Eyewear Rxes divided by complete eye exams) times 100

Contact lens patients purchasing eyewear Eyewear Rxes purchased by contact lens patients divided
by contact lens exams
Average eyewear retail sale Eyewear gross revenue divided by number of eyewear
Rxes dispensed
Progressive lens usage ratio Progressive lens Rxes dispensed divided by total
presbyopic lens pairs (PAL plus bifocal/trifocal)
Lens usage ratios Lens type Rxes (high-index, No-Glare, photochromic)
divided by total eyewear Rxes
Multiple pair sales ratio Patients purchasing two or more pairs of eyewear divided
by total patients purchasing eyewear
Eyewear gross profit margin (Eyewear gross revenue minus eyewear cost-of-goods)
divided by eyewear gross revenue
Average interval between eye exams Total months elapsed between exams for all patients
examined divided by total number of patients examined
Remake ratio Re-make eyewear orders divided by total eyewear orders

If you consolidate most of your spectacle lens orders with a single lab, the lab may be able to provide a thorough business review of your orders over
the past year. That will provide useful data for analyzing your average eyewear retail sale, eyewear Rxes per 100 exams, product mix, gross margins,
multiple-pair sales and re-make ratio.

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