Support staff are the frontline for any optical practice, they provide the initial and final point of contact for our patients and potential patients. Well trained staff generate appointments, sales and goodwill, but often this only happens by chance. Training and support is essential for this to be consistently achieved.
In many cases the independent sector sadly lacks a structured approach to support staff training. Independent practices are often reliant on the practice team to impart knowledge and skill, which is inconsistent and unaccountable.
The high street is under considerable threat from online retail and only the best will survive, this includes the optical sector. If we do not have exceptional communication skills and knowledge our patients will see no benefit in engaging with our services. Engagement starts with the first person patients speak to when booking appointments and seeking our services.
GOS and NHS contracts also dictate, and rightly so, that we have a raft of policies and procedures in place. It is all well and good having a folder in the office but the real task is implementation. Are patients booked for appointments in good time? Do support staff understand when patients need urgent appointments as opposed to routine?
All these issues can be resolved with a structured training programme. Work-based training is available through ABDO College, www.abdocollege.org.uk. These modular courses build knowledge and develop skills that lead to qualifications from the Worshipful Company of Spectacle Makers.
Is it not time we all invest in appropriate and accredited training for all our practice team? Training is key to our prosperity and safeguarding patients.