BUSINESS

  TECHNOLOGY

BUSINESS INTELLIGENCE

A LOOK AT SOFTWARE AND HOW TO GET YOUR MONEY’S WORTH

WHEN WE hear the phrase “business intelligence,” we think of the components of profits and losses, etc. Business Intelligence software facilitates the evaluation of these vital components. Specifically, it allows us to assess our optical revenue per exam as well as our gross revenue per exam by vision plan. Armed with this data, we can then decide whether to drop one or more vision plans, while also making decisions on how to make the practice more profitable. That said, to get your money’s worth from BI software, you need to provide exceptional patient management from the outset.

Here, I explain how to accomplish this.

1 STUDY THE HOSPITALITY INDUSTRY

How many of us have stayed at a hotel or eaten at a restaurant and left dissatisfied? Was it because of the service? What about the food? Was the atmosphere lacking? Guess what? Your patients are looking at your practice the exact same way. Therefore, the moment you start viewing your patients as consumers, you have embraced the first step to achieving those BI numbers you desire.

2 SET THE EXAMPLE

If you want your staff to provide exceptional service to patients, you must do so as well. This means you have to always have a service-oriented attitude. Remember, every facial expression, side comment and sigh is being observed by patients.

3 PROVIDE STAFF EDUCATION

Define exceptional service to your staff by asking them how they would handle certain patient scenarios, and take them to a restaurant and/or retail establishment to show them how you want them to act with patients. You may even want to ask them what they would change about a certain eatery or store to make the service better. Doing so reinforces your vision for your practice.

4 DISCUSS THE IMPORTANCE OF TEAM

Everyone has to be on the same page in order for you to achieve outstanding BI numbers. With Nos. 2 and 3, this happens easily. The old adage, “you’re only as strong as your weakest link” comes into play here. Be sure to explain the importance of everyone being invested in providing the exceptional experience.

ONE NEEDS THE OTHER

BI software paints a clear picture of where you are, but you’ll never know just how far you can go unless you provide exceptional patient management. So, follow the tips above before investing in such software. OM

KEVIN GEE, O.D., practices in Houston and is an assistant clinical professor at the University of Houston College of Optometry. He is a Fellow of the American Academy of Optometry, an ABO Diplomate and an OCRT member. Also, he’s on Allergan’s advisory board and is a consultant for Solution Reach. Email him at drgee@geeeyecare.com, or visit tinyurl.com/OMcomment to comment.