Support staff training programme. Module 1 - Patient insight

In the first of our support staff modules, published in liaison with Johnson & Johnson Vision Care, we take a look at our perceptions of patients and consider how we may influence patient attitudes to contact lens wear.

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Welcome to the next module in our series on better patient handling and work practice. As a member of the eye care team, you are the first point of contact for the vast majority of patients. You play a vital role in forming patients' opinions of your practice and, therefore, in the success of your practice's business.

As the first point of contact, you need to draw on a wide range of skills and knowledge to ensure the patient receives the correct treatment as quickly as possible. The series will help you become more effective in your role by building on existing skills and increasing your knowledge.

Over the next six modules, we will advise you specifically on patient management, communication skills, how to turn enquiries into sales and successful marketing, as well as teach you all about contact lens types, their wear and good hygiene.

Modern practices understand that a dissatisfied customer not only represents a lost sale but also a threat to the practice's reputation with their friends, colleagues and family as well. We will teach you how to delight and satisfy your patients with professional, informed and considerate patient handling.

With the additional training in contact lenses, you will also be able to deal confidently with any initial patient enquiries and guide them to their ideal vision solution, whether it is glasses, contact lenses or both. In doing so, you will make better use of their visit to your practice.

Important areas to be covered in this module