View from ABDO: Training is key

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.