What is a Re-do? Reducing Re-dos Free Work Warranty work Hard coatings AR Non-adapts Patient satisfaction Frame change Material change Vouchers What is a Re-do? What is a Re-do? Error! Free Care Every pair of glasses that leaves the dispensary at no charge Reasons for Re-dos As of November 2009, the average practice has a re-do rate of 9.6% 3% of these are warranty re-dos 1.5% are lab re-dos 5.2% are Dr./dispenser re-dos 0.7% are progressive non-adapts Warranties Lens Manufacturers introduced warranties to encourage ECP s to dispense hard coats on CR-39 over 30 years ago PALs warranty introduced in the 1970 s With advanced technology and the higher performance of lenses and materials, warranties are no longer needed ex. As of November 2007, progressive re-dos are at.7% Large Retailers advertised Anything Re-dos
Hidden Cost Most lens manufacturers have a very competitive re-do, non-adapt and scratch/ar warranty policy ex. A simple no-charge warranty re-do, with no doctor involvement, costs the practice $29.40 Pull chart Discuss re-do with patient Ordering Verification Notifying the patient Dispense Chart filed 20 minutes 10 minutes 10 minutes 1 Total financial impact on the practice. $8.40 $4.20 $4.20 $6.30 $29.40 This second example is of how a simple nocharge warranty re-do that includes doctor involvement would impact the practice. Re-do cost At 6 re-dos a week (4 warranty, 2 Dr.), the average office is spending $15,000 year on free re-dos Re-Do Cost Hidden Cost Dissatisfied patients More work for employees Higher stress Re-do patients are highly demanding
In Office Potential For Re-dos Prescribing Frame Selection Ordering Dispensing Warranty Remake Prescribing Mostly in doc s hands Docs should alert dispenser of major changes Be aware of the chronic re-do patient Begin with the order lenses first Natural Promotes second pair sales Helps with frame choice Offer all options Lens (style & material) Tints (fixed vs. adjustable) Coatings (UV/scratch-resistant/antireflective) Feature-Benefit format Do not miss an upgrade opportunity Sell based on QUALITY not WARRANTY Do not kill the current sale with a re-do opportunity Frame Selection Make sure glasses are centered Frame should not sit above eyebrows Frame should not touch cheeks Choose only appropriate prescription with wrap frames
Frame Selection Bridges the key to a comfortable fit Fixed (as is) Adjustable (nosepads) Should not leave red marks or pinch Should sit evenly and flat against the patient s bridge Always adjust frames first Fitting triangle Temples should be at a 90 degree angle Lenses should be equidistant from each cheek Temples Fit/length Keep glasses from sliding down The Ideal Fit Closest fit ensures best vision Best vision results from the closest fitting lens Central viewing zone of a lens = keyhole effect Nosepads should be adjusted before measuring Placement can move segs up to 10mm The best tool to use is needle nose or nosepad pliers Measure fitting heights twice Left/Right posture verification PD Take monocular measurements Anatomical Considerations Deep set or prominent eyes Wide PD High cheekbones Mastoid process Abnormal facial anatomy Surgical Injury Genetic Others
Ordering Watch for transposition/transcription errors Check charges against order form Check order against previous orders Ordering Double check data entry before sending Online ordering Built-in error recognition Prevents incompatible productto-prescription orders Trace & Transmit technology Dispensing Before the patient comes in Verify Accuracy Correct Rx PD Fitting height if multifocal Material Tints/coatings Base curves Dispensing Double check fitting heights Re-educate patient on feature/benefit Be confident Remind patient of quality features NOT REMAKE POLICIES! What can we do? Electronic ordering Reduces potential for re-dos Inexperienced staff Utilize lab reps for training Send to Hoya University Double check work for accuracy Rehearse & role play Do not offer warranties, offer service We stand behind our work 100% Encourage yearly eye exams Together, We Can REDUCE RE-DOS!