On the Frontline: The patient journey

^{Figure 1: Effective dispensing combines questioning and listening skills}

The patient journey can be broken down into five sections:

Good communication skills are essential throughout each of the five sections. This article will give an overview of the dispensing process and some specific communication issues that can occur. By developing a standard approach to each of these sections ensures that every patient receives a consistent and professional level of service.

The secret to effective dispensing is the ability to combine good questioning and listening skills with a comprehensive knowledge of available products (figure 1). Once a patient’s needs and expectations have been established the next step is to apply optical knowledge and product awareness to meet those needs.