Implementing The Newest Technology Around Customer ExperiencePosted: June 20, 2012
The number of ECPs implementing technologies in order to create greater customer satisfaction as well as increase ocular health wellness and knowledge has vastly grown in recent years. People are demanding technology in every aspect of their day, now including their optical needs. Everything from iPads with informational videos to diagnostic systems that illustrate retinal images to text-reminder appointment confirmations are being utilized by today’s leading practices.
In this day and age it is hard to differentiate yourself from other ECPs with all the technology that is so readily available. Basing your practice around patient experience allows a practice to offer the same eye care services in an innovative way. ECPs are constantly looking for ways to further impress and please customers resulting in patient satisfaction as well as referral business. Educating patients has been deemed one of the more challenging tasks within eye care. Having to explain and demonstrate retinal issues in layman’s terms can become a tedious task. The application of videos and digital imaging to illustrate retinal tissue is more informative but also enhances patient image of the practice.
ECPs are using more advanced diagnostic instruments to provide patients with personalized perspective of their needs. Instruments such as aberrometers, retinal scanners and corneal topographers can capture and display highly detailed images of a patient’s eye thus enabling doctor’s to more accurately diagnose and treat any ailments. These images can then be used during patient-doctor dialogue to further understand the condition at hand and any possible treatments. This new software is freeing up precious time doctors do not have in order to better care for patients.
Mobile care is the next frontier in eye care. The number of eye care practices installing mobile systems is continually increasing. Seemingly basic services such as scheduling appointments and text-reminders for patients, electronic newsletters, event announcements and question-and-answer forums for after business hours are creating a more patient friendly experience within optical care.
Doctors are not the only ones using technological advances in order to fulfill the consumer. Dispensing companies have also started to use advanced systems that take precise position-of-wear measurements and, when desired, additional biometric measurements guaranteeing optimal frame fit and maximal performance. These high tech systems were first embraced by independent eye care practices that were backed by major spectacle lens vendors however; optical retail chains have begun to introduce their own exclusive measurement systems. Most typically these systems analyze the relationship between a patient’s eyes, face and frame in order to create the optimal lens fit. Some software even includes a frame-and-lens system that minimizes lens stress thereby eliminating distortion.