Diagnostic

Key steps to introducing staff to New Diagnostic Equipment

Getting everyone on board requires a variety of approaches.

By Stephanie D. McMillan, MHA COA and Martha C. Tello, COMT, Plantation, Fla.

Ophthalmic practices face increasing demands to reduce costs, improve processes and offer evidence of the superiority and competence of their organization. This increase in competition has led organizations to demand enhanced ophthalmic diagnostic devices. However, equipment acquisition can be one of the most challenging purchases for an ophthalmic practice. Management must consider the financial aspects of the acquisition, as well as staff morale, productivity and patient care.

As the primary decision-maker for capital purchases, a clinic manager’s duties encompass knowledge of all these details as well as staff orientation and testing of new diagnostic tools.

Justifying Acquisitions to Key Staff

“Why was this purchase made?” Some inquiring mind on your staff is likely to ask some version of this question. Your role is not only to explain how it can benefit the practice financially (through insurance reimbursements, increased productivity, and marketability), but also to inform your staff of the potential areas of improvement in patient care (such as reduced medical errors and improved surgical outcomes). Technicians are attracted to new equipment that improves efficiency and creates better, more reliable results.

Tony Reynolds, COT, OCS, right, at Drs. Fine, Hoffman and Sims in Eugene, Ore., sits in the patient’s spot while Rachel Soldberg, COA, OCS, left, and Brandy Hunt, COA, OCS, review operation of an OCT device.

For a start, refer to the company’s marketing to foster excitement concerning the new equipment. Has the equipment been highlighted on television, magazines or medical journals? Is yours the only medical practice in the area with the new device? Explaining some key equipment features can also go a long way in engaging your staff.

Training the ophthalmic technician

As a clinical trainer, we should try to first understand our students. Adult pupils learn best when they understand why something is important and when they have the freedom to learn in their own way. In educating our technicians, we should follow these guidelines:

■ Accentuate what is vital. Patient care, outcomes and efficiency should be top selling points.

■ Minimize errors. Discuss the significance of errors and how they can contribute to negative patient outcomes as well as decreases in efficiency. Highlight some common complexities that can cause errors such as eye misalignment, small palpebral fissure, or deep-set eyes. Offer solutions to overcome these complexities.

■ Manage the unexpected. Troubleshooting is an essential tool for technicians. Explain troubleshooting techniques in case equipment fails or you are unable to acquire images for a patient. Instilling artificial tears in the patient’s eyes for lubrication, correctly aligning the patient’s eye or lifting the eyelids can resolve some common errors. A trained biomedical engineer can proactively manage common mechanical failures with regular in-service.

■ Learning types. People learn by a variety of methods. Some are comfortable with auditory learning while others are visual or tactile learners. Adjust your coaching techniques to encompass all of the learning types. Start with an auditory overview of the equipment. Then, demonstrate its uses for visual learners. Finally, allow time for hands-on practice for tactile learners.

Evaluating the User

Testing protocols are vital to ensure proper use of diagnostic equipment. With a new purchase, it may be helpful for technicians to have a written protocol or directions for use. Useful tips and reminders can be posted next to the new equipment.

After training, demonstration of competency by an assessment is useful to determine the technician’s proficiency. The assessment can be completed by the technician demonstrating aptitude or by written assessment. It is theoretically possible for all of your technicians to perform any test, however it can be advantageous to limit use of diagnostic equipment to the most proficient technicians. This method can improve patient outcomes as well as boost your team’s productivity.

Tony Reynolds, COT, OCS, left, sits in for the patient while Rachel Soldberg, COA, OCS, center, and Brandy Hunt, COA, OCS, review equipment operations at Drs. Fine, Hoffman and Sims in Eugene, Ore. A demonstration of competency by assessment is useful to determine the technician’s proficiency.

Educating patients

A well-informed, educated technician can help boast the equipment or procedure. Patient education is crucial to successful treatments, outcomes, and compliance. Often, patients may feel more comfortable asking questions to the technician or may think of questions after the physician has left the room. A well-informed staff member can answer questions and provide pearls of knowledge.

Equipment acquisition is vital for the viability of your clinic and for the benefit of your patients, but it is the education and knowledge of the staff that truly drives the success of the purchase. OP