What Do Patients Value Most in Their Eyecare Experience?
When it comes to eyecare experiences, basic customer service issues are of primary importance, regardless of location or size of the optical chain, according to a recent report.
Responding to patients’ questions and treating them courteously were among the most important factors related to the eyecare experience, according to a study conducted by eyecare feedback company, focalCenter. The report, Key Drivers of the Patient Experience, explored patient perspectives when receiving eyecare, purchasing eyewear and utilizing their managed vision care plans.
When it comes to eyecare, two of the factors that ranked highest when communicating with both doctors as well as with staff remain the same—the patient’s questions are answered and the patient is treated with courtesy. The third most important factor among the top three were different for doctors than for staff. “Tests and results are explained” was cited among the top three highest ranking factors when communicating with doctors, while acting “professionally” was among the top three for communicating with staff.
The graphs represent the top three out of eight most important factors for doctor’s communications and the top three out of nine most important factors for staff communications:
The study was conducted by convening focus groups representing participants aged at least 18 years who within the past six months had an eyecare visit, utilized insurance for their eyecare (medical or vision plan) and obtained new eyewear. While the data above represents only a small portion of the results, the extensive report features a host of information related to what patients value most and the key drivers related to their eyecare, eyewear and managed care plans.
Source: The report Key Drivers of the Patient Experience, produced by focalCenter Insights and distributed by Jobson Optical Research,
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