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The practice does not have a qualified Optician on staff. This one is a no-brainer. Enough said.
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I don't care attitude. Our body language speaks volumes before we even say a word. I don't care what you say; you can't fake genuine patient care. Warm and fuzzy describes more than a blanket.
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Staff members arguing with each other in front of the patient-Take it outside, for crying out loud.
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Not offering the best products available to patients and they end up hearing about them somewhere else. Of course you have to invest in the best to offer the best.
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Treating the patient like they can't afford to pay for what they really want or need. Sometimes we forget we aren't money psychics.
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The patient has to make one too many trips to the practice for frame adjustments. A little extra time in the beginning can save hours of aggravation in the end.
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RX problems-If a patient complains about their eyeglasses, don't automatically assume that they just need to wear them to adapt to them. Remember what happens when we “ass u me”?
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Rushing the patient through the appointment procedure. They are not cattle. They need to be heard not herded.
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Ignoring the patient and leaving them on their own to select frames. If they request to be left alone, check back on them in a few minutes.
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Personality clashes that are obvious between the patient and staff members. Try to look at the situation through the patient's point of view.
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Not enough staff to take care of patients, especially during peak times. Loosen up those payroll purse strings. It is much more costly to lose a patient than to save on a few labor hours.
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Ridiculous wait times for patients with scheduled appointments. Do you really think that triple booking works?
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Unhygienic reasons-Have you washed your hands this week?
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Outdated equipment that is slow or malfunctions or both. You know your equipment is old when your patient says they love the fabulous mint green color.
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Insurance blame games between the staff and the patient. They will get you nowhere but broke.
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Location is hard to access. Not enough allotted parking spaces. The practice is located in the middle of a very stressful high traffic area.
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Overpromising and disappointing the patients - All talk and little or no action doesn't take long for patients to figure out.
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Lack of chair side manners. Curt and Arrogant. Which is better? C or A? Neither.
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Turn around time takes too long for patient orders.
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Internet sales on competitor's websites – Is it time for you to get a website?
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Change in patient's insurance plan and the doctor is not a provider – where's Waldo? He should be consistently updating your contracts and pricing.
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The dispensary has frame inventory that is outdated, hideous, or not much of a selection – Excuses be gone!
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Hours of Operation are constantly changing without any prior notice.
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Automated phone systems are set up so that it is nearly impossible to reach an actual live human being that is on location.
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Last minute rescheduling of patient appointments on the practice's part.
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The patient is the doctor's “ex”.
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Doctor switching - Patient books the appointment with Dr. A and when patient arrives for appointment they find out they will be seeing Dr. B.
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Staff drama - He said, she said and they both are giving the patient an earful of personal baggage.
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Poor workplace housekeeping - Why not buy a new vacuum when the stench from the current one smells up the place?
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Appointment times that are inconvenient with patient's schedule.
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Patient perceives their overall visit as a negative experience. Worse than that, they don't let us know until the following year.
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Constant staff turnover - It's hard to build relationships with patients when staff members come and go. Think about how you feel when you go into a business and the person that usually helps you is no longer working there.
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Unorganized record keeping to the point of repeatedly gathering the same information from the patient or losing their information. They are your patients, not your car keys.
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A non compliant patient that gets fired from the practice. Hopefully this is a rarity in your practice.
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The patient's preferred method of payment is not accepted at the practice.
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The practice has grown too large for the patient's liking.
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Be Right Back notes on the front door that don't jive with the patient's expectations.
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Blabber mouth staff members that never shut up long enough to hear the patient's needs, wishes, complaints, etc
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Difference in opinions relating to vision and/or other topics such as politics or religion. This is not Congress or church.
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The practice changes ownership and the new owner gives off bad vibes.
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Non negotiable return, exchange or refund policies.
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Lecturing the patients about their vision mistakes.
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Prescribing eyewear and then embarrassing the patient if they do not make the purchase.
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Someone else that is influential in the patient's life had a bad experience at the practice. It happens to the best of us.
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Your practice is not child friendly. Don't those kids turn into adults?
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Losing your patience easily is not practice friendly.
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Forgetting to call, email or text the patient to confirm their appointment.
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The patient decides that they can self diagnose and they only buy store bought readers.
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The patient does not accept the fact that their RX actually has an expiration date.
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The patient expires. This is a very hard loss to accept sometimes.
