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He claims he has achieved considerable success with a patient communication system in his practices in the US and UK and has used his concept to communicate successfully with over 40,000 patients.
Fairclough points out that good productivity and retention of patients is helped by thorough record-keeping which reassures patients that they have not only found a fully qualified optician but a friend who cares enough to ask things never before asked.
The process he has devised begins with a 'getting to know you' questionnaire. This detailed information may be gathered prior to consultation and includes questions such as 'Do you worry about an eye test? What do you most worry about?'
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