How can non-registered staff improve communication?

Mike Hale speaks to Bhavin Shah about how non-registered staff can better communicate with patients, while Iain Johnson shares his insights into how practice managers can help

Communications skills are generally seen as being at the very foundation of good optometric practice. Building the patient-practice relationship is vital and it is usually down to non-registered staff to begin the process.

Receptionists are the first port of call for the majority of patients, while optical assistants can clock up a great deal of face-to-face time with patients by carrying out pre-screening assessments and assisting with the selection of frames and lenses.  

‘Being a non-registered member of a practice team, especially a receptionist or an optical assistant, means you are often the front line of the practice and first and last point of contact for a patient,’ says Bhavin Shah, director at Central Vision Opticians. ‘The role is crucial for both the practice and a successful patient journey.’  

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