Martin Russ considers ways to review practice performance from the perspective of your customers and patients
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The best eye exam may not actually be perceived that way by the patient if communication of what is being done, along with the benefits to them, do not accompany the clinical procedures. Simply telling the patient what you are doing as you do it and recapping at the end of the exam will help to improve the perception of the care provided. While it is easy as professionals to think that a longer eye exam is perceived as better by the public, some would happily pay more if it were shorter!
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