Coronavirus BRIEFING

Reopening Means Re-Establishing The Capture Rate


Reopening Norwalk Eye Care in Norwalk, Connecticut, to routine and comprehensive care after COVID-19 is going to force a resetting of the key performance indicators (KPIs), such as the capture rate of sales of complete eyewear, says Jennifer L. Stewart, OD, co-owner.

The practice has tracked the capture rate consistently because it is the most critical step in increasing profits, even more important than increasing the number of patients seen. The practice has been using EDGEPro by GPN Technologies to generate and highlight detailed and varied data.

Eye care professionals cannot expect to pick up exactly where they were. So it’s important to start measuring from where they are now, perhaps using where they were pre-COVID as a goal. While capture rate tracks sales, “it also provides a critical measure of how well we communicate,” says Dr. Stewart. “What are we saying in the exam room that is reinforced in the optical? How well is that common message delivered?”

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