Hello, it has been a long time since my initial post and a lot has happened since then. Reason being I have been very busy implementing new technologies to improve all aspects of our customer service. Here is an update. (I apologize in advance as it won't be brief.)
First, we have introduced a new email and text messaging system to help reach our existing patients to remind them when they are due for their next comprehensive eye exam. The system also sends timely reminders once they have actually booked their appointment. Our patients seem to have really appreciated this new service and helps us to keep on time during our busy days as we strive to stay on schedule. We also now email all our patients a survey after their visits for full eye exams, to ensure the level of service they received was meeting the high standard we strive for. Additionally, if a patient has any issues or questions after their visit, we can act quickly to resolve or answer them. Patient input has been extremely valuable in helping us to continually monitor our level of service and discover any shortcomings we may have.
The next thing I moved to improve was our phone system. The survey I just mentioned helped bring to my attention that not all patient calls were being answered. The reason for this was simple. We were receiving more than two calls at a time and a two-line system was obviously not able to keep up. The cost of implementing the new phone system was more than I had expected, but well worth it. I know how frustrating it can be when you call an organization hoping to speak to a live person for immediate answers. I can now assure you 95% of the time that you will only be directed to our answering machine outside of business hours.
The third improvement to customer service is an on-hold message system, which will hopefully provide valuable information about our services, products, etc. Some of this info may even answer a question you may have been calling about.
Since I mentioned office staff, let me introduce you. I am very fortunate to have three wonderful people helping me and my patients. Jaymie is my full-time receptionist/office manager and my "silver lining". She is truly a genuine people person and I am lucky to have her handling my day-to-day activities and answering your questions. I have two wonderful part-time staff members, Rachel and Grazyna. They handle evening and weekend hours at the office. They too are sincerely nice people and always very helpful and happy to assist me and my patients.
Recently, my staff have been working towards the completion of a 100 hour optometric assistant's educational program. This training has better equipped my staff to help serve my patients and increased their general knowledge of all things eyes.
Our website http://www.yourvision.ca/ has also recently received a facelift. It is the third time in four years we have revised the website, as I look to improve the information we bring you and the ease of navigating the site. My thanks to Mike Shatilla of First Floor Media and Design for his expertise and patience. If you didn't know, you can also book your appointments online at http://www.yourvision.ca/. In the coming months I also hope to introduce a frame gallery to the site that will showcase our new frame arrivals.
On the technical side, I have just upgraded some of my exam room equipment. I now have a new slit lamp and Binocular Indirect Ophthalmoscope. This equipment is used in the examination of the structures of the eye, both anterior and posterior. Besides the improved efficiency of the equipment, they allow me to examine eye health in even greater detail.
In the coming months our next challenge will be to add a paperless charting system.
I ask all patients for their understanding as we work through the hiccups, but I feel this system will ultimately improve the accuracy of record keeping and improve patient flow.
This finally brings me to the conclusion of this post and I can assure you future posts will not be this long. I hope to use future posts to let you know about new product releases, medical research, and general office news. I wish you all a safe long weekend as some of you prepare for the new school year. Please remember children should have their eyes examined annually, regardlesss of vision difficulties and that children usually will not complain of vision difficulties before the age of 10.
I recommend children be tested at age 6 months, then again at age 3 and yearly thereafter.
