The Eye Surgeons of Indiana team believes that the patient experience begins the moment a patient schedules an appointment. They aim to guarantee convenience and create a positive impression from the initial interaction, setting them apart from other practices across seven locations.

Commitment from the first call

Tina Allen, COA, OSC, COE, the chief executive officer of the multi-site practice that specializes in refractive cataract surgery, stresses the significance of appointment availability as the starting point. When a patient calls and encounters difficulty securing a timely appointment, it disrupts the entire process from the very beginning.
Ms. Allen elaborates, “Our team of managers meet bi-weekly to meticulously review schedules, coordinate, and guarantee availability for our patients. Actively managing clinic schedules allows for prompt modifications such as reallocating a doctor’s administration time to add clinic hours or starting clinic earlier,” she says, noting that “call volume and conversations are monitored to ensure patients are never on hold for extended periods or deprived of top-tier customer service.”

Education starts with a call, too

The practice’s call center, or Patient Concierge Team, is overseen by Amber Stancil. In addition to her supervisory position, she is a refractive coordinator. Ms. Stancil plays a crucial role in telephoning patients to offer pre-education and counseling before their evaluations. This affords them the opportunity to process the plethora of information cataract refractive patients will need to consider — and prior to their visit.

“A lot of the time when a patient hears, ‘You need eye surgery,’ they shut down and do not hear anything else you say at the consult,” Ms. Stancil explains. “We want to help alleviate the fear by making sure they are educated before they even come into the office.” 
The result, she says, is an educated patient who can have a more productive conversation with the doctor at their consultation. Toward that end, call center staff explain what refractive cataract patients should expect at their upcoming appointment, inform them of their options and answer any questions they have.

“This is usually the driver to the conversation,” Ms. Stancil says. “Some patients need more of an in-depth conversation about the options, and some do not.”

Concierge Team staff also inform refractive cataract patients what they should expect on surgery day and direct them to the practice’s website for additional information and videos.

An elevated In-person experience

Upon arrival at the practice, patients are met by a dedicated greeter, a team member entirely devoted to optimizing the patient experience. This individual creates a positive initial impression and guides patients to their designated areas. Eye Surgeons of Indiana strives to ensure a seamless transition into the exam lane after check-in.

Amber Kelsey, director of operations, oversees clinic flow and is dedicated to decreasing patient wait times. In 2018, the Indianapolis location, the central office, underwent expansion. Throughout the construction process, a comprehensive reassessment of every stage in the patient journey was conducted. Each step and movement were calculated, resulting in a more streamlined patient flow.

“In our commitment to delivering a positive patient experience, our primary emphasis is on being respectful of their time,” says Ms. Kelsey. “Patients perceive wait time as wasted time, so our priority is to maintain a continuous flow.”

Patrick Hopen, MD, one of the practice’s surgeons, says that the doctors understand that happy patients aren’t solely a product of successful outcomes. “By the time [the doctors] see patients, they’ve already had a number of experiences within the practice,” he says. “We rely on our team to ensure that it’s overwhelmingly positive.”

It starts with training

These enhanced patient experiences stem from the dedicated efforts of a highly skilled team. It’s an effort that Delora Reust, COA, clinic manager, says “starts at the top.”

Dr. Hopen believes physician involvement in training technicians and support staff is essential. 
“Often, if we see something interesting in the exam lane, we pull techs in. So, it’s not just continuing education from tech to tech, but also doctor to tech,” he says. “As doctors, we’re all very approachable. We recognize that when we work together, the patient gets the best possible care.”

For the Concierge Team, too, the practice puts employees through a detailed training program that includes videos, BSM Trainings, following a patient in clinic from start to finish, and observing surgery.

“This helps them have an understanding on what we do here,” Ms. Stancil explains. “Our doctors are really good with giving us education on new and upcoming technology. We do ‘lunch and learns’ and Teams meetings to keep up on what's new as well.”

Cultivate a technological edge

Ms. Kelsey emphasizes the commitment to incorporating advanced technology for improved outcomes for their refractive cataract patients. Patients will find state-of-the art diagnostic equipment at all the practices locations. This includes “Nidek OPD topography, which seamlessly transmits individual patient measurements wirelessly to our LENSAR femtosecond laser, stationed at each surgical center,” Ms. Kelsey says. “Alongside acquiring accurate corneal measurements, we are outfitted with IOLMaster 700 units at every site. This ensures precise axial length measurements, guiding our surgeons effectively.”

Ms. Kelsey says that technicians are proficient in providing thorough explanations of each test they administer to patients. “For instance, when conducting axial length measurements, they explain this is determining the length of the patient's eye, which is key for the surgeon to calculate the appropriate power and the type of implant needed during cataract surgery.”

“Any new technology we invest in, is always in the interest of the patient,” adds Dr. Hopen. “There is a 'Holy Grail' of trying to get patients as ‘glasses-free’ or ‘medicine-free’ as they can be since lifestyle is an important factor to today’s patients. We want to integrate technology aimed at improving patient outcomes and day-to-day lifestyles.”

Opportunities to advance

Eye Surgeons of Indiana is as “employee-centric” as they are “patient-centric,” says Ms. Allen. This commitmentextends to providing opportunities for certification for every position at every level.

“Once technicians have completed a year of employment, we encourage them to take the COA exam,” says Ms. Reust. “We cover the exam costs and provide resources to support their study efforts. Following the COA, we further encourage technicians to pursue scribe certification and then COT.”

Ms. Allen notes that certifications have been incorporated for employees who are new to eye care. She notes that “obtaining any of these certifications is associated with a corresponding increase in pay. The best investment any company can make is to invest in the continuous learning and development of its employees, which will pay off through employee retention. Many staff members have been promoted through various roles over the years."

Walking the walk

While many practices talk about improving the patient experience and promoting a positive team culture, Eye Surgeons of Indiana is a place that is truly “walking the walk.”
This is due to attentive listening. Ms. Allen says that each patient receives a satisfaction survey minutes after leaving the office. Patients rate their overall experience on a scale from 1 to 10. Any score below an 8 initiates a call to the patient from a manager. “We are open to suggestions and address any issues the same day,” she says. “We make every effort to learn how we can improve.”

“By coming together as a team, we focus on providing the best possible care for our patients,” sums up Ms. Stancil. “We truly care, and that’s what stands out to me.” OP