Standard Optical Publishes Patient Experience Annual Report Highlighting Sunbit
Standard Optical Company recently shared its annual report outlining the importance of providing an exceptional patient experience that results in happy patients and successful optical practices. The optical chain prioritizes the OD/patient interaction, with a goal of ensuring the patient “feels good” about their entire experience—from the first phone call to the front desk check-in process to the experience in the exam room to the checkout process.
According to the report, 86% of buyers would pay more for a service or product if they had a profoundly better customer experience. When practice owners take the time to develop a thorough patient experience plan that provides white-glove service, and train staff on the procedures and strategies for effective communication, the practice will benefit over and over again.
At Sunbit, the emphasis on the patient/OD experience resonates with us. Our goal is to eliminate friction at the checkout counter in two ways: 1) by giving patients a more manageable way to pay and 2) by giving optical staff a tool to help facilitate the sale in a way that’s inclusive and transparent for the patient.
The report highlights the importance of tracking performance metrics to measure success. One metric that must be monitored closely is exam only’s (i.e. the percentage of patients who get an eye exam but then take their prescription to get filled elsewhere). In order to reduce exam only’s and improve capture rates, Eye Care Professionals must overcome patients’ cost concerns, which play a major role in the patient experience. Sunbit is proud to help Standard Optical Company improve its capture rate and average order value by offering patients the option to Buy Now, Pay Later.