Handover to the optometrist.
Some simple tips collected from successful practices.
| CHECKLIST | TIPS | |
 Ensure
quality handover to optician with any relevant documentation. |
 Use names of the customer
and the optometrist. If the appointments are behind schedule,
explain the delay and apologise. Ensure they are ready to move
to the initial exam area. Use the 'getting the most from your
visit' leaflet they have filled in to assist the handover. |
| MAGIC | TRAGIC |
| "They escorted me to my Optician and used my name to introduced me rather than leaving me to find my own way" | "I arrived in good time for my appointment but the Optician was running late and no one informed me. I eventually got to see the Optician 20 minutes later with no apology" |
Questionnaire Section
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| 4-1 | How long were you kept waiting to see the Optometrist? Please comment on how long you waited in minutes. | |||
| - On time. M | A | |||
| - Acceptable L. (No more than 10 minutes) | B | |||
| - Unacceptable N. ( Greater than 10 minutes) | C | |||
| 4-2 | If you were not seen on time, were you given an explanation or apology for the wait L | Y | N | NA |
| 4-3 | Did the optical assistant hand you over and introduce the Optometrist by name? H | Y | N |
Useful Resources
Touchpoint 5 training presentation
Slides and practical exercises - everything needed to
train practice staff. Your CIBA VISION Business Development
Manager is trained to deliver this material effectively
Touchpoint 5 training notes
These notes accompany the presentation and can be used
to train any staff in practice involved in this stage
of The Customer Journey.
The Discipline of Teams, by J. Katzenback and D. Smith - buy the book
A successful handover requires outstanding
teamwork Click here and search for 'Discipline of Teams'
