Eye Care Professionals (ECPs) know how a well-trained staff improves patient
flow and minimizes chair time. That’s why it’s important to make sure staff
doesn’t stumble when answering questions about color contact lenses. Staff
should be prepared for questions about ACUVUE®2 COLOURSTM Brand Contact
Lenses, and aid patients with color selection by using the color paddle
wheels and point-of-purchase brochures. Educating staff before patients
start asking questions will solidify the ECP as a contact lens expert – and
strengthen the bond between practice and patient.
I generally receive quite a bit of email from readers, which is great, but I didn’t receive any
this past week on the subject of delegation. I’ve seen this silence before on delegation, but
I’m not sure why. My theory is that optometrists who already delegate are happy with it and
those who don’t delegate too much either can’t or don’t want to. It’s hard to change anyone’s
mind on the concept. But that won’t stop me from making my case. I think ODs in the first group
would likely still benefit from taking a step up on the delegation scale, and the latter group
could make some changes in their procedures and realize huge benefits.
Usual excuses for not delegating
I think most of the reasons optometrists cite for not wanting to delegate more are listed below.
Examine your philosophy and see if you agree with any of the following sentiments. By the way,
I believe all of the following are myths.
Patients want the doctor to do the tests
Patients would perceive the quality of my service as less
I can’t afford to hire more staff
I can’t find any good help
More staff just means more headaches
Technicians can’t do the task as well as I can
I don’t want to see patients faster – it would be too rushed
I don’t want to work any harder
I don’t have the physical office space
I can’t afford the additional pre-testing equipment
I practice in a state that prohibits delegation by law
I wouldn’t net any more income anyway, any gain would just go to payroll
I would feel like my exam fee is out of line if I didn’t do all the testing
Take a step up on the delegation scale
I suggested an assignment last week, which was to list all the tasks that your practice currently
delegates to non-doctor staff members, and to make a second list of the tasks that could be
delegated. It is up to you to prioritize the “could” list, with an eye on ease of implementation
and financial return. Then hold a staff meeting and discuss the concept. Don’t present a change
in procedures as an edict, but rather let staff participate in the plan. They often see things
that doctors don’t. Most staff members welcome the idea of a growth opportunity in their career,
and optometric practices often lose good staffers by not fostering growth.
Here are just a few tasks that might stimulate you to take a step up on the scale.
Start having a technician perform more pre-testing. Make a list of the tests that all eye
exams should include and check off the ones a technician could perform. Let the tech do some
tests in a data collection room and then do more in the exam room. Purchase or lease automated
instruments such as an autorefractor, field screener, NCT tonometer, digital retinal camera and
Do you always have a tech available to perform lensometry on the habitual Rx? Can all techs
perform manual lensometry on an unknown pair of glasses, and spot and mark progressives?
Let your tech take visual acuities by working with the next patient in the other exam room
while you're in the first exam room.
If you order contact lenses yourself, that’s a delegation red flag. A good tech can do it
Can all your technicians insert trial contact lenses for a new wearer with ease? Leave the
exam room and let the tech do this task and return later to check the fit.
Teach a technician to do Goldmann applanation tonometry.
Does your tech instill mydriatic drops and explain the process?
Do your techs complete all the coding, fee charges, billing, spectacle/CL prescription and
Have your technician stay in the exam room with you and scribe.
Delegation is one of the most important keys for success, because it dramatically raises
productivity, and does not have to reduce quality. Be careful if your plan is to build a
practice that is totally dependent on yourself… you might just get it.
Best wishes for continued success,
Neil B. Gailmard, OD, MBA, FAAO
Editor, Optometric Management Tip of the Week
Dr. Gailmard's new book, Practice Management in Optometry: A Blueprint for Success Based on the Optometric Management Tip of the Week, is now available on Amazon.