"Culture of Yes"
This starts with scheduling eye exams. "Can I have an eye exam today" - leading with an answer of "Yes" engages the patient. Walk-ins are spontaneous and have little time to spare. Starting with "Let me check" or "I am not sure" immediately disengages them from the process. The procedures below are for patients scheduling appointments for tomorrow or later. Walk-ins and patients calling for same day appointments should always be offered the next available appointment.
Blue Slots on the left side of TAB are used for:
Routine exams (with or without contacts).
Office visits (medical visits).
The :40 slots on the right are for:
Contact lens follow-up appointments.
Rx Rechecks.
Post-Op appointments, including cataracts and LASIK.
BEST PRACTICES (Most of these will allow space for walk-ins and same day appointments):
Spread appointments throughout the day, attempting to book the :00 and :20 appointments first.
Leave the appointment after lunch open if possible.
Someone asking for a late appointment, offer them 4:00's and 5:00's before offering the latest appointments.
Remind patient to bring their health insurance card to the appointment
Procedure for Scheduling Routine Appointments:
Ask if patient has been into the office before. If yes, search for the patient in TAB and use existing account. If no, create account.
For new account, include: Name, Date of Birth, Phone Number, Guardian (for minors)
Ask about the type of exam (Routine or medical office visit? For eyeglasses or eyeglasses AND contacts?) Choose the appropriate exam from the drop-down menu.
Under "Patient Communication Preferences", Choose Yes for email, phone, and mail so that you can collect information for those categories.
Ask patient if he or she will be using insurance for the exam.
If no, type "Self or "AAA"/"AARP," if applicable, under insurance information.
If patient is using insurance:
Type the name of insurance carrier (Anthem, Harvard, etc.) and the ID number in the Insurance Information area of TAB. If patient does not have insurance info with them, ask them to call us back with that information before their appointment.
Get the Name and DOB of Policy Holder for that insurance. Put this information in the box labeled "Please provide a brief description of symptoms:". If patient does not know policy holder info, ask them to please find out and bring to their appointment. This info is needed to be able to use their insurance.
For existing patients, make sure to update insurance information in TAB, and add a note that "insurance updated" in the box labeled "Please provide a brief description of symptoms:".
Remind patient to bring a copy of all insurance cards, including health insurance even if they are using a vision plan for that appointment.
Offer to make appointments for any family members of the patient, in time slots just before or after the booked appointment (as available.)
Procedure for Scheduling Contact Lens Exam Appointments:
CL Exam Prior Wearer, one slot Left Side, "Existing Patient-Contact Lens" or "New Patient-Contact Lens"
CL Exam New Wearer, two slots Left Side separated by one 20 minute appointment, "Existing Patient-Contact Lens-New Wearer" or "New Patient-Contact Lens-New Wearer", and "Training-Contact Lens"
Example: 10:00 am Existing Patient-Contact Lens-New Wearer 10:40 am Training-Contact Lens
Contact Lens Exam only, Outside Rx:
New Wearer and Prior Wearer follow same rules as above. Use "Exam-Contact Lens Fit" for appointment type.
Contact Lens Exam only, Inside Rx:
Prior Wearer, one slot Right Side, "Exam-Contact Lens Fit".
New Wearer, one slot Left Side, "Training-Contact Lens". Doctor puts contact lens on patient before training begins.
Below Refers to Medical Appointments - these appointments should only be made by a Doctor Technician.
EMERGENCY / URGENT CARE APPOINTMENTS:
See "Phone Triaging for Emergency Appointments" under Reference Tab.
PLAQUENIL SCREENING
Plaquenil is a medication that can affect the eyes. Patients who are referred by their doctor for a Plaquenil Screening, need to be referred to an ophthalmologist for special testing. If they tell us at the time of scheduling we should refer them to either Tallman Eye Associates in Massachusettes, Massachusettes Eye Associates in MA, or Medical Eye Center in Manchester. They need to have the plaquenil screening once the first year they start the medication, and then not again for 5 years.
For patients who want to see us also for a routine exam or for glasses or contacts, or if they tell us they are taking plaquenil during the pre-assessment, the doctor will complete the portion of the exam we can do in our office, and then refer them to an ophthalmologist for additional testing.