I’m on a quest to reduce remakes of glasses purchased at my office. We remake a lot of glasses due to many different reasons, some within our control and some not, but regardless of the reason, remakes are bad for business for the following reasons:
Loss of patient confidence and possible loss of future business.
Stress for staff members who must manage patient dissatisfaction.
Cost of replacement products and lab bills if not covered under warranty.
Time required by staff and doctors to diagnose the problem, place the re-order, check the glasses in and dispense them.
Remakes are troubling enough as they are, but what I find truly alarming is the number of times we must remake the same eyeglass order more than once. This often happens quite innocently as my staff tries to fix a problem, but may not have diagnosed it perfectly. Or sometimes, quite randomly, multiple mistakes happen to occur on the same job.
When we remake a job multiple times, the patient understandably loses patience with us. We are at high risk of losing the patient and his family. We may suffer a negative review on social media. There is most likely some additional product cost with additional remakes. There is a great deal of staff time and stress.
To help my team accurately troubleshoot a problem pair of glasses the first time and to standardize our system, I developed a form for our opticians to use as they analyze the glasses. Click here to link to the form. Feel free to adapt it as you see fit and use it in electronic records or as a paper form. By completing the data requested on this form, the staff member or doctor will be guided to consider various causes of a problem.
I am also encouraging our optometrists to perform no-charge rechecks sooner and more often for patients with eyeglass Rx problems. We are holding back some appointment slots every week so these patients will not have to wait long to see the doctor. The OD is in a good position to review the complaint and to provide final approval of our remake plan. Rechecking the refraction is always a good idea. Doctors may resent spending time on a case if it turns out to not need a change in lens Rx, but I think we should get over our fear of confrontation. We often need the OD expertise to fix the problem!
Using a scientific approach to troubleshooting eyeglass complaints will reduce the need for multiple remakes.
Best wishes for continued success,
Neil B. Gailmard, OD, MBA, FAAO
Editor, Optometric Management Tip of the Week
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