feature
REDO is a four-letter word
Save time and build your bottom line by following these tips for cutting redos and remakes
By Karlen McLean, ABOC, NCLC

With all these jobs on the line, you can make yours stand out by taking time to order properly

Mention the two "R" words, redo and remake, to any ECP or lab professional and they'll cringe. Redos and remakes cost the industry hundreds of thousands of dollars each year.

Labs estimate that around 35 percent of their time is spent in calling practices to review and revise incomplete, illegible, and undoable jobs. ECPs and labs estimate that anywhere from two to 12 percent of their work is redos.

These tips will help you avoid redos in your practice.

1. Use online ordering. Review online ordering options, sign up for a trial, get training, and get going.

Most practices report that it takes about a week to become comfortable with online ordering, but once you've done it a few times, and realized the benefits, you'll never go back to handwriting and calling in orders.

Most online ordering systems have built-in error recognition systems that won't allow incorrect or inaccurate orders to proceed. In addition, reading handwriting, blurred fax copy, or understanding voices on the telephone are not an issue.

2. Write right. When handwriting orders, write legibly. Make sure that letters and numbers don't run into order form lines, which can cause error in translation at the lab, especially on faxes. A minus sign may look like a plus sign when written over or near the line.

3. Spell out specifics. Labs can't assume that you want a slab-off based on the Rx. Give the Rx and write "slab-off," so there's no question. Use the notes section of the order form.

4. Take a time out. Double-check every order. Have someone else with fresh eyes look over your work and designate a reviewer in your office.

Top to bottom: Lab jobs are entered then rechecked throughout the lab process; molds are waiting to be cleaned for future use; labs carefully inspect all work at several stages in production

You can choose to rotate the reviewer's duty every week or you can name a quality control manager whose duties cover redo prevention.

5. Speak clearly. How many times did your mom or teachers tell you to speak clearly? The same is true when you're calling the lab.

Speak clearly and enunciate. Don't talk on your lunch break with food in your mouth, don't chew gum, don't talk softly or mumble. Avoid calling from a noisy environment or one where you will be interrupted. Listen attentively to the job read-back.

6. Systemize. Don't call in, fax in, or online order one job at a time. Unless it's a rush job, hold work to order at specific times of the day. You can even create organized job order holding areas by designating tray stacks for tints, AR, or PALs; or frame enclosed, frame to come, or frame tracing.

7. Rethink rushes. Writing rush on an order usually isn't enough to get a rush. Be specific as to what date, day, and time your rush job is needed. For example, write or type: "Rush! Must have Thursday June 25 at 9 a.m."

Asking for every job or every other job as a rush gives your practice a "crying wolf" reputation and you may not receive as efficient service on a real rush job.

Avoid using codes that only your practice may know. Writing "MHMO" on the job ticket doesn't mean that lab personnel will know you "must have Monday."

8. Control quality. Talk one-on-one with those whose work consistently results in redos. Determine the cause of the redos and the action to correct the redos.

This may require a refresher course in basic optics and measurements, a review of new products and materials, setting up a mentoring system, or taking time to check work.

9. Realistic delivery. Create or ask your lab to create a general delivery chart for a variety of jobs from standard plastic to flattop poly to AR to individualized PALs so everyone in the practice will know typical job turnaround. This will keep expectations realistic and on track through the supply chain.

10.  Listen to your lab. If the lab says they can't run a job, there's a good reason. They want the work, but don't want it back as a redo. The lenses may not be optically correct, the end product may look unappealing, or the eyewear may not meet expectations.

Don't insist that the lab "just try it." It'll cost you money, time, and patient satisfaction. Listen to what the lab says and come up with a solution.

11. It's the little things. Keep layout charts handy and use them on every job to make sure the frame will accommodate the measured lenses.

Take a few moments to ensure that jobs will work and that quoted delivery times are accurate before patients leave. That way you don't have to call them back in for another fitting, frame, or lens selection, which erodes their confidence and is perceived as a waste of time.

12. Credit check. Familiarize yourself with your labs' policies and price list, and ask about discount policies. Check your monthly lab statements manually against invoices, and check lab invoices against the current price list.

Keep a "red flag" list or file, or post copies of pending lab credits to help avoid errors. Be sure to let the lab know if you join any buying groups or take on any new managed care plans.

Redos: An Insider's Guide

Labs generally have generous redo policies. It's up to ECPs to know their labs' redo policy and it's up to ECPs to take advantage of redo policies while not abusing them. Standard lab redo policies are typically 50 percent within 60 or 90 days, and after a set timeframe it can be 100 percent. Some labs may redo one time at no charge whether it's ECP error or to ensure patient satisfaction. Lab-created redos are no charge to ECPs.

Some labs may analyze account profitability and base redo decisions on that profitability. Remember that the cost of redos is usually figured into general lab pricing. So a practice that has a good redo record in essence is paying for a practice that generates a lot of redos. Theory says that if ECP redos went down, the cost of doing business with your lab would follow.

Minimize errors and misunderstandings by:

1.   Reading lab price sheets and agreements carefully

2.   Looking deeper into possible discounts

3.    Asking about any special considerations

4.    Finding out and keeping current on all the manufacturers' products your lab carries and their warranties

5.    Utilizing all lab-based incentive programs to the maximum