SCENE + HEARD: Discover Review of Optometric Business: How My Practice Nurtures a Culture of Patient Satisfaction and Profitability By Staff Friday, May 24, 2019 3:54 PM Your practice culture perfects, or ruins, the patient experience. Culture refers to the way in which your staff interacts with patients, and the office environment the patient is treated to (or has to endure). Here’s how my practice makes our “culture of excellence” work both for us and our patients to generate return visits and referrals of friends and family. The first thing is to start with yourself. Define your culture. It should be contained in your mission statement, and should be a living testimony in your words, thoughts and actions. When you truly feel that you have defined your culture, start teaching your staff. Find out more about improving your practice culture in this feature by Aaron Neufeld, OD, FAAO, in Review of Optometric Business. Read More.