RETAIL OPS

Realistic Remakes

Practical ways to help lower your redos and remakes for good

redos and remakes are costly, yet inherently, part of the eyewear process. Though we’d prefer a perfect zero, eliminating redos and remakes is impossible. The best thing we can do is cut down on them as much as possible to achieve a consistently low rate.

If your remake rate is unacceptably high, here are some practical ways to help reduce that number within your practice.

PRODUCT PERFECT

No. 1 Start troubleshooting at the beginning—during frame selection. “We’ve all witnessed many examples of incidences [in which] the patient regretted his or her frame choice and tried to blame it on the prescription,” says Kirk Smick, O.D., chief of optometry services at Clayton Eye Center in Morrow, GA. “Taking just a few extra minutes to allow the patient to be comfortable with his or her frame decision will significantly reduce the number of times the patient returns unhappily.”

No. 2 Set realistic expectations. “The frame stylist takes into consideration the Rx, lens design, patient’s personal style, fashion requests, and frame size and shape,” says Maria Moody, ABOC, managing partner of Moody Eyes, Indianapolis, IN. “Realistic expectations should be set by repeating how to use the new eyewear.”

No. 3 Remember there is no such thing as one size fits all. Being educated on the latest advancements in lens technology and availability will not only allow you to best meet a client’s detailed needs and create satisfied customers, but it will help avoid remakes.

“There’s not one lens that does everything for one patient, so the suggestion of multiple pairs can make a very happy patient,” says Scott Schilling, ABOC, NCLC, LDO, owner of Eyes off the Avenue in Winter Park, FL. “[This is] especially dependent on how many hours they work at a particular distance or another specific daily requirement.”

WISE WORDS: HANDLING EXPECTATIONS

“Perform all the steps correctly the first time to set realistic expectations in the patient’s mind, and make sure the glasses are adjusted properly before he or she leaves.”
— MARIA MOODY, ABOC, MANAGING PARTNER, MOODY EYES, INDIANAPOLIS, IN

“Take measurements to fit the product where the patient is used to having it, unless they’re unhappy with it. In that case, refit and explain to the patient what you’re doing and why so he’ll expect a readjustment period.”
— MIKE MATUSKA, ABOC, LEAD OPTICIAN, VISION CARE ASSOCIATES, ABERDEEN, SD

“Start with the right product, because not everyone can successfully work in every PAL or every material.”
— SCOTT SCHILLING, ABOC, NCLC, LDO, OWNER, EYES OFF THE AVENUE, WINTER PARK, FL

“The frame plays a pivotal role, so having a well-trained staff to help each patient with his or her detailed needs is essential.”
— CINDY HARMON, OFFICE MANAGER, SONOMA EYEWORKS, SANTA ROSA, CA

“The most important step in minimizing redos/remakes is ensuring that the patient is completely satisfied with his frame choice.”
— KIRK SMICK, O.D., CHIEF OF OPTOMETRY SERVICES, CLAYTON EYE CENTER, MORROW, GA

PROCEDURE PERFECT

No. 4 Don’t underestimate the doctor’s role. Remake prevention begins in the exam chair. “The doctor performs an accurate refraction, keeping the following in mind: the habitual Rx, the patient’s complaints, the results of the refraction, and the visual demands of the patient including such aspects as tasks, hobbies, and working distances,” notes D. Penn Moody, O.D., of Moody Eyes.

Says Cindy Harmon, office manager of Sonoma Eyeworks in Santa Rose, CA: “When a new patient comes to our office with an outside prescription, we always neutralize their current glasses and check all measurements. We ask if there’s been a change and what the patient liked or disliked about his or her current glasses. If there’s a huge difference in Rx, our doctors will do a quick refraction to guarantee a successful outcome.”

MEASUREMENTS

No. 5 Obtain the proper measurements and pre-adjust the frames. “The measurements for pupillary distance, seg height, and so on should be accurate, and the frames must be adjusted for that patient prior to taking the measurements,” Maria Moody says. “It is fundamental to perform all the steps correctly the first time.”

Mike Matuska, ABOC, lead optician for Vision Care Associates based in Aberdeen, SD, agrees. “Our lab reports that we have only a 4 percent remake benchmark, so emphasizing measuring works!”

No. 6 Don’t overdo it. Though readjustments are necessary, too much tinkering can hinder a patient’s ability to adapt to new eyewear. “Don’t rock the boat,” advises Matuska. “If a seg height looks abnormal on a patient, it may be set at that height for a reason. The patient may be used to wearing his seg at that height and, in some cases, changing it will result in a redo because the patient can’t adapt. Make sure the patient is in a posture that’s normal for him...when you take measurements,” he adds. “Measure twice, cut once.”

DETAIL AND DOCUMENT

No. 7 Observe and document. A large portion of successful dispensing is based on observation and documentation. “I believe you only get success with your patient if you know his or her needs and requirements for every part of day,” Schilling observes. “Taking the patient’s history and getting answers to important questions, such as, what is the primary [eyewear] use, is crucial.”

No. 8 Double-check your work. Have at least two qualified people review the order for accuracy and completeness before sending it to the lab and after it comes back. “The finished glasses should be double-checked for accuracy as well,” Maria Moody advises. “At dispensing, the frames should be readjusted and the patient should be retaught how to use his or her new eyewear.”

No. 9 Be consistent. Following steadfast procedures from start to finish is the key to success. The Moody team suggests that the most important aspect to preventing remakes is to establish and follow protocols during the refraction, analysis, recommendations, frame and lens selection, measuring, and ordering steps.

— Karlen McLean