Eyeworld

EW NEWS & OPINION December 2017 17 to day … and it also creates a lot of fun," Dr. Thompson said. "I think you'll find that foundationally, it's also good for business." EW they can spend to make a colleague's or patient's day. Team members, for example, might buy one another a coffee as a pick-me-up. A patient who seems particularly down might get a bouquet of flowers from a staff member, or a nervous patient might be greeted with his or her favorite breakfast after surgery. "We can't stress enough how emboldened the team can be if you as leaders get behind these things and give them full latitude to do these things on their own," Mr. Jensen said. Creating signature moments Vance Thompson Vision looked at every stage of its interactions with patients for ways to harmonize and create more remarkable experiences. Here are a few of the things they've implemented to create "signature moments" for the patient, Mr. Jen- sen said. • When patients enter the building, they're greeted within moments of walking in the door. • Fresh baked cookies are available in the atrium-style lobby, meant to evoke that feeling of visiting grandma's house, Mr. Jensen said. • The front desk team is not only checking patients in and collect- ing necessary information, but they're taking note of the type of cookie or tea patients took, so the next time those selections might be waiting for them. • Receptionists also make note of what patients are wearing and where they are sitting. This allows a member of the clinical team to, instead of shouting the patient's name when they're ready, ap- proach the patient personally, come down to their eye level, and introduce themselves before bring- ing them back. • Each patient room has two en- trances: one the patient enters through and the other staff enters through. This allows the patient hallway to be kept free of all the work, sounds, and hustle and bus- tle of the medical team, creating a more calming atmosphere for the patient. • Financial counselors are brought into the exam room to provide patients an estimate of how much the insurance-based care will cost and other responsibilities they might have for elective procedures. • Mr. Jensen said many patients have anxiety over how to reach the reception desk upon dismissal from their exam room. To combat this, a team member could escort them to checkout. Vance Thomp- son Vision uses natural light cues to signal the pathway for exit. "If we can make these things experiential, it's going to be a great experience for your patients and a great experience for your team mem- bers who are doing it," Mr. Jensen said. "When it comes to team expe- riences being the foundation and that rolling up to providing a great patient experience, we can tell you that team culture is the right thing to do, it brings a lot of joy to the day 800-257-9787 | www.BlephEx.com B E F O R E A F T E R • BlephEx ® is a revolutionary new device that for the first time, allows a doctor to take charge in the treatment of blepharitis. • BlephEx ® procedures remove the excess bacteria, biofilm and inflammatory exotoxins along the lid margin, the prime contributors to dry eye disease and MGD. • BlephEx ® procedures are performed every 4 months, keeping the lid margins and tear glands healthy. • BlephEx ® saves the patient hundreds of dollars in artificial tear and prescription costs. • BlephEx ® provides a brand new revenue stream for doctors that is independent of declining insurance reimbursements. Recommended reading from the Vance Thompson Vision team • The Experience Economy: Work Is Theatre & Every Business a Stage by B. Joseph Pine II and James H. Gilmore • Secret Service: Hidden Systems That Deliver Unforgettable Customer Service by John R. DiJulius III • Raving Fans: A Revolutionary Approach to Customer Service by Ken Blanchard and Sheldon Bowles Contact information Jensen: matt.jensen@vancethompsonvision.com Thompson: vance.thompson@vancethompsonvision.com

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