Average time spent with patient?

[PAkev]

In costing out a new price change, I am trying to get an idea of the average amount of time afforded to patients under the following categories:


Model #1
Lens selection consult
Frame selection consult
Manufacturing (if applicable)
Dispensing
Servicing (adjustments, repairs, etc.)

*In this model we will assume there are no insurance and/or discount plans involved with the patients eyewear purchase.

Model #2
Lens selection consult
Frame selection consult
Manufacturing (if applicable)
Dispensing
Servicing (adjustments, repairs, etc.)
Insurance administration (paperwork)

*In this model we will assume there is an insurance and/or discount plan involved with the patients eyewear purchase.



I know the results may appear to be a little skewed since most participants of Optiboard are professionals but I'm interested in having info from places other than our office to interpret.

Thanks
Kevin

[Audiyoda]

I guess we don't get that detailed. We have a pricing schedule for our frames that's fair and competative. Our lens pricing is competative among local offices. We don't figure in dispensing fees of anything like that - again, it's a competative thing. Other offices don't and it we did, we'd be cutting our own throats.

[PAkev]

I guess we don't get that detailed. We have a pricing schedule for our frames that's fair and competative. Our lens pricing is competative among local offices. We don't figure in dispensing fees of anything like that - again, it's a competative thing. Other offices don't and it we did, we'd be cutting our own throats.

Then I would presume you work for free since there is no labor overhead in your office?

[EyeFitWell]

The shortest amount of time I spend with a pt including selection and dispensing would be...20 minutes at the bare minimum. At the most, I've literally spent 8 hours on frame selection alone. On average, my total time spent on each pt from start to finish would have to be around an hour including ordering and verifying rx. We do send our labwork out so that figure doesn't include lab time. Most of our patients are engineers and we do make it a point to sit down with each of them and hash out every possible choice.

[Audiyoda]

Then I would presume you work for free since there is no labor overhead in your office?
My salary is a given - whether I work 10 minutes for a patient or 10 hours.

[FVCCHRIS]

Most of our patients are engineers and we do make it a point to sit down with each of them and hash out every possible choice.

Can't you figure out a way to screen those people out before it's too late? Make them glow a certain color under UV light or something?? Have them engineer a way and then let you know so there's no time involved on your end?:bbg:

[EyeFitWell]

Actually, I enjoy working with them. I know most people don't but that "engineer personality" describes both myself and my father. I like that they come in and look at me and think to themselves, "this 22-year-old chick won't know a thing!" and they ask me all these questions. I answer every one with a smile on my face and they realize I do my homework! Then, we get to geek out together about how kewl eyeballs are! lol
Besides, I don't make comission so if I get to talk for hours about this field (which I am still young enough to be fascinated by) then I go home feeling productive and fired up!

[For-Life]

It really varries. I mean what about the person who comes in, grabs a frame off of the board and wants +1.00 readers made? Not much to talk about in the way of lenses.

Then you have someone who spends five months shopping, goes to every store, asks you the same questions a million times, and spends five hours with you.

Is there an average? I would say yes, but really difficult to measure. Maybe 15 minutes frame selection, 10 minutes talking about lenses, 5 minutes data entry.

But that is only one part. We then have to talk about the fitting, the preparation, the follow up visits and so forth.

[Happylady]

I have to say it varies a lot. Sometimes if someone picks a frame fast and the lenses are single vision and not too strong, I might spend 15 or 20 minutes. Also, if someone already has a premuim AR and high index lenses(for example) generally they want them again and I don't need to go into a long discussion about them. That saves a lot of time.

I normally spend 30 to 45 minutes. An hour is not unusual. It doesn't matter if someone has insurance or not.

I sometimes will spend up to a couple of hours but that only works if we aren't busy. If someone is taking a lot of time and we get busy I might excuse myself for a couple of minutes to dispense a pair of glasses or do an adjustment. I am careful about how I do it and people seem to understand and appreciate the time I am spending with them.

[FVCCHRIS]

Actually, I enjoy working with them. I know most people don't but that "engineer personality" describes both myself and my father. I like that they come in and look at me and think to themselves, "this 22-year-old chick won't know a thing!" and they ask me all these questions. I answer every one with a smile on my face and they realize I do my homework! Then, we get to geek out together about how kewl eyeballs are! lol
Besides, I don't make comission so if I get to talk for hours about this field (which I am still young enough to be fascinated by) then I go home feeling productive and fired up!

I'll never forget the time I went to pretest a patient and he spent 15 minutes explaining to me how the new autorefractor worked:eek: I could hardly contain myself as I handed him off to the Dr. for his exam.:bbg: Dr. excused himself about 15 minutes later to come ask me why "I" do that to him!!:hammer: Engineers like to toot their horns!! Chris..

[chip anderson]

Whatever the patient needs or desires.

Note: If this isn't your answer, you in de wrong business.

[Audiyoda]

Whatever the patient needs or desires.

Note: If this isn't your answer, you in de wrong business.
And the preacher said AMEN!

[aaron]

For the sake of what you are trying to accomplish....just figure on a 30 min. average. It will make your math easier and it is probably about right even if it is at the low end of the spectrum. If you are selling alot of second pairs (which you should be) then doesn´t that affect the average? If you are with someone who buys two pair and it takes 45 min. that that would average out at less than half an hour right? So with all of the variables, just figure 30 min and you should be safe.

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[cocoisland58]

Well Kevin, you have suceeded in taking the personality out of the picture. There is no formula and it is rather anal to try to figure one out but if you want to give it a shot. The amount of time given to each customer is dependent on individuality. I like to take the time that is needed without looking at my watch. I make sure that each person is happy with the experience and didn't feel rushed or pushed. I can take an hour or two if necessary or have them out the door in 20 minutes if need be. The art of selling is a learned one and you tailor each sale to the individual client. Makes no difference to my paycheck as I refuse to work on commission.