“I didn’t even know that an armed robbery would occur in an optical,” and “I’ve never experienced such a significant betrayal in my life” were among the statements made by Drs. Sairah Malik and Lisa Heuer, respectively, following their practice theft experiences.

While the idea of a theft can be unthinkable for many, in these cases the doctors and their staffs learned specific action steps that can be taken to prevent such external and internal thefts from happening in the future, and that other practices could benefit from.

A BREAK-IN AND ARMED ROBBERY

Dr. Malik, co-owner of Pro Optix Eye Care, Houston, Texas, described how her office experienced a smash-and-grab overnight theft at her optical in August 2022, and just a month later had an armed robbery.

Dr. Malik says her practice is now in the process of installing tastefully designed security shutters, ones that won’t distract from the practice’s boutique aesthetic, and getting used to a protocol in which no one enters the office without an appointment. The practice now has a buzzer system for the door, which is unlocked once the person’s identity and appointment time has been verified. Additionally, she says the office has panic buttons, either in the office or on the staff’s person that, when pressed, send a silent signal to the police department. The business also puts its inventory away at night, Dr. Malik says.

Additionally, she says the practice has an updated emergency action protocol, which includes not engaging in any sort of conflict with any criminal, and they review the protocol at staff meetings to keep it fresh in people’s minds. She recommends other practices also review such emergency protocols at their regular meetings, even if they have not experienced a robbery.

“[The robbery] was a traumatic event for the staff and doctors here,” says Dr. Malik, who hired a trauma counselor to work with the staff, a step she would advise anyone to do in a similar situation.

AN INSIDE THEFT

Dr. Heuer, owner of Valley Vista Eye Care, Woodland, Calif., says she suffered from in-house thievery when she discovered an employee had taken money and materials from her practice in 2013 and, in another case, when an employee had submitted personal prescriptions under a false name; she discovered the fraud while opening bills and verifying lab orders.

Dr. Heuer’s immediate actions included documenting the theft and terminating the employee, followed by pressing charges. The latter can be a time-consuming step, Dr. Heuer admits, but it is the step that will stop the person from doing the same thing at another place of business.

Dr. Heuer now relies on a system of checks and balances at her practice to prevent such fraudulent submissions in the future. She would advise any business owner to also open bills and verify lab orders, as she did when she discovered one of her thefts. Although delegation may be used for larger businesses than hers, she says she would suggest a spot check by the business owner, at the very least.

In terms of hiring, Dr. Heuer runs background checks and looks for prior instances of theft.

ADDITIONAL ADVICE

Kevin Johnson, senior vice president, program executive at Lockton Affinity (the AOAExcel-endorsed insurance policy provider for American Optometric Association members), also offered some preventive and preparation steps. On the front-end of things, he recommends ODs ensure their business has a system of documentation for valuation of inventory, cash, and business items, like computers, that may be scooped up during a theft. This is documentation the insurance company will need in an adverse event. Additionally, he suggests having an alarm system that includes cameras (that are positioned to have a clear line of sight to the door), to make sure doors are locked, and to not leave a brand-new employee to close the practice unsupervised.

INSURANCE

Mr. Johnson also advises business owners have a business owner’s policy; larger businesses or those in a very high crime rate area may look for a separate crime coverage policy, Mr. Johnson says, which could provide additional needed coverage. Aoainsurancealliance.com can offer additional information.

Both Drs. Malik and Heuer say they are utilizing their business insurance as a result of their experiences.

RESISTING “THE MINDSET OF A VICTIM”

Ultimately, after a robbery, “you have to actively decide that you’re not going to have the mindset of a victim,” Dr. Heuer says. “I’m going to take action. I’m going to fix this. I’m strong enough to get past this. You have to have this mindset, or it’s easy to wallow in the misery part.” OM