And they put a dent in your bottom line!
The average practice, based on 2,000 exams per year, loses nearly $10,000 in labor cost due to lab redos. Think about how much time is spent by doctors and opticians in your practice doing the job they already did once for a second time.
The causes for a redo can vary from practice to practice. In general, doctor changes can make up roughly half, sometimes more in an ophthalmology practice due to post-operative situations. The balance of redos are generally due to fit, patient satisfaction, the lab and, AR warranties.
One thing to consider now is the length of your AR warranties. We generally recommend your warranty offer is for "the life of the prescription," which should be one-year. While the materials last much longer, offering a two-year warranty is counter to the annual check up behavior we are trying to encourage.
Top Ten Tips for Avoiding Remakes and Redos 1. Patient Questionnaire - Ensure your patient questionnaire asks about likes and dislikes with their current eye wear ... and tell patients that is a critical question. 2. Always measure every patient's PD; monocularly at distance and near. 3. Pre-fit frames. 4. Flag patients who have a remake and redo history and spend more time with them to ensure you have as much information as possible. 5. Flag patients who are first time multifocal wearers. Work on your scripting for those patients to help them with their concerns. 6. Ensure the doctor's are using their scripts for prescribing from the chair. Their prescription (recommendation) to the patient instills a sense of confidence in the final delivered product. 7. Ensure the doctors and opticians implement their patient hand off scripting. This transfer of authority further reinforces the patient's confidence. 8. Have a "quality in, quality out" SOP and a checklist for every job. 9. Order online. 10. When you have a rush order ... DO NOT rush placing the order!
Your Hoya representative has tools to help you reduce the number of lab redos and the associated labor costs as well as the cost to patient satisfaction.
The first step is to ensure everyone in the practice is using the electronic ordering system and that they are also entering in any redos into the system correctly.
From here we can run reports to see if you are within current national averages. If there are variances we can quickly tell if there is a gap in training with new team members, or possibly the product mix being offered needs to be optimized.
Good information is imperative to finding the root cause and then we can work on controlling and reducing your time in doing the same job twice. Ask us how we can help you today!