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About the Blog

Practice Management Blog

Help and advice on running a successful practice, from the experts at the American Academy of Ophthalmic Executives. Articles featured in the AAOE's Practice Management Express email newsletter.

Practice Management Advice
1-15 of 15 results

How Do You Achieve Patient Service Excellence in Today’s Ophthalmic Practice?

SEP 24, 2018 By Sara Burns Rapuano, MBA, OCS in Patient Satisfaction

Given all that must be done in daily practice, how do we create and maintain a culture that focuses on the patient experience? In my 20-plus years as an ophthalmic administrator, I have developed the following four guiding principles to keep a busy practice focused on the pa…

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Views 328

Creating a Culture of Change in Your Practice: Making Key Changes & Wins in Our Practice

SEP 12, 2018 By Rhonda Buckholtz, CPC in Marketing, Referrals, Patient Satisfaction

Part 3 of a three-part series about creating a culture of change in your practice, Rhonda Buckholtz, chief compliance officer at Century Vision Global, LLC., discusses the final phase in practice change—looking for key changes and wins.

Comments 0

Views 354

Stories from the Field: An Interview with Heather Modjesky

AUG 27, 2018 By Heather Modjesky, COE in Patient Satisfaction, Marketing, Referrals

In AAOE's first "Stories from the Field" interview, Heather Modjesky, COE, administrator for Conestoga Eye PC in Lancaster, Pa. discusses her most memorable ophthalmic practice experience and what she would choose for a superpower.

Comments 0

Views 198

Creating a Culture of Change in Your Practice: Creating Productive Tension

JUL 26, 2018 By Rhonda Buckholtz, CPC in Patient Satisfaction, Marketing, Referrals

In Part 2 of a three-part series about creating a culture of change in your practice, Rhonda Buckholtz, chief compliance officer at Century Vision Global, LLC., discusses why creating tension means empowering our employees to speak up when things aren’t working.

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Views 184

The 3 Most Common Online Negative Reviews and How to Avoid Them

MAY 07, 2018 By Jill Maher, BA, COE, MA in Marketing, Referrals, Patient Satisfaction

The top three patient complaints in ophthalmology practices are: (1) wait time; (2) customer service (either process-related or personal skills); and (3) patients feeling they did not receive a thorough examination. Focusing your attention to these complaints can help you av…

Comments 0

Views 596

Measuring Your Most Critical KPI: Patient Satisfaction

FEB 12, 2018 in AAOE Program Highlights, Patient Satisfaction

A practice with patients who are thrilled with the service they receive virtually always has plenty of people wanting to be customers and has numerous advantages over offices with less enthusiastic patients. This AAO 2017 course helps doctors and administrators understand th…

Comments 0

Views 287

Do You Need a Waiting Room? Why One Refractive Practice Eliminated Theirs

APR 28, 2017 By Michael Mott in Lean Management, Patient Satisfaction

At Durrie Vision in Overland Park, Kan., Daniel S. Durrie, MD, and his team have performed over 65,000 vision correction procedures. One part of their success comes from a surprising change: no waiting room.

Comments 0

Views 753

Practice Management Around the Web: Revenue Tips, Handling No Shows and Telemedicine

FEB 09, 2017 in Patient Satisfaction, Financial Management

This week's tips include how to boost your revenue, deal with difficult patents and prevent no-shows. Plus, find out why telemedicine has the potential to transform ophthalmology.

Comments 0

Views 387

Best of E-Talk: Sign Language Certification

JAN 20, 2016 in Best of E-Talk, Patient Satisfaction, Practice Operations, Regulatory

Question: I have a deaf patient, and one of my employees knows basic sign language. Do they need to be certified in order to establish their fluency?

Comments 0

Views 143

Best of E-Talk: Federal Requirements for Medical Translation

OCT 21, 2015 in Patient Satisfaction, Regulatory, Practice Operations, Best of E-Talk

Question: We have a new patient who was just scheduled, and his wife requested a professional, certified Spanish translator. Keep in mind the patient’s insurance won’t pay for this translator. Is this a requirement based on the Americans With Disabilities Act?

Comments 0

Views 212

Best of E-Talk: Inventorying Injectables

AUG 19, 2015 in Best of E-Talk, Practice Operations, Patient Satisfaction

Question: How do you inventory your high-cost injectables? I just received my first inventory spreadsheet from our registered nurse, and there are several vials unaccounted for.

Comments 0

Views 200

Best of E-Talk: Patients Refusing Dilation

JUL 10, 2015 in Best of E-Talk, Patient Satisfaction

Question: Lately, my patients have been refusing dilation at the time of their routine eye exam. What’s the best way to handle this situation?

Comments 0

Views 324

Why Create a Long Term Patient Relationship?

JUL 01, 2009 By Derek A Preece MBA in Practice Operations, Patient Satisfaction

Providing unfailing, dependable high levels of service in every patient contact is a very difficult task, but the more effort practices expend in assuring reliable customer service, the greater the likelihood of creating long term patient relationships.

Comments 0

Views 39

Meeting the High Expectations of Today’s Patient

FEB 01, 2008 By Traci Fritz, COE, OCS in Practice Operations, Patient Satisfaction

Meeting the High Expectations of Today’s Patient

Comments 0

Views 110

Surveying Your Patients: A Critical Aspect to Winning Patients and Keeping Them for Life

JAN 01, 2005 By Derek A Preece MBA in Patient Satisfaction, Practice Operations

Surveying your patients is an easy and effective means to learning directly from your patients what makes them most satisfied and most dissatisfied at your practice and help you to address the problem areas, increase patient satisfaction, and encourage future referrals.

Comments 0

Views 110

1-15 of 15 results

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