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Automated Refraction System Key to an Efficient Office and Superior Patient Experience

Original Article Published in Vision Source OD magazine. Learn more about Vision Source here.

Dr. Greene credits Marco technology with helping him maintain a high capture rate, among gaining efficiencies.

Even before he bought his first small practice in 2001, Matthew Greene, OD, was hearing from colleagues experiencing repetitive motion symptoms in their shoulders from working with a manual phoropter all day. “I often saw my peers struggle with discomfort as they performed refractions all day long. It made me realize that there had to be a better way. An automated system was the way to go to enhance efficiency, too. I knew that from the beginning,” he says. At the same time, he connected with a sales representative from Marco, now Marco Lombart, and brought a Marco TRS system into the practice.

Once he saw what he refers to as the “money button,” he was sold. To accurately show someone their new Rx and compare it to their old Rx nearly instantly was a game changer. “Before I would have called their change in Rx a ‘small change’ or a ‘big change, ‘but that’s a subjective statement. When I saw how many people said the ‘small change’ of+/-0.25 D was a noticeable difference, I realized I had been doing the patients a disservice by putting it in my terms instead of showing them.”

In 2012, Dr. Greene opened Urban Optics in College Station, Texas, as a member of the Vision Source® network. With the reliability of the Marco TRS system he experienced over the previous decade, he wanted that efficiency in the new practice, too.

Short Stay Away

After initially exploring another option in this technology category, Dr. Greene returned to the Marco TRS. “I ventured into trying a different system, thinking it might be the future direction of my practice. However, after a few months, I realized that it didn’t meet my efficiency standards. The setup was cumbersome and less reliable than what I had with Marco,” he notes. “Now, we have a Marco automated refraction system in all six of our exam lanes. I can’t afford downtime in this business, and patients expect reliability from us.”

Nor does he want to risk losing the wow factor that keeps patients coming back. While his established patients are accustomed to the technology, he still sees new patients who have only experienced a refraction with a manual phoropter. They’re amazed by the technology.

He has since added the Marco iON slit lamp imaging system into all his lanes as well for added efficiency. “Our technicians play a crucial role in the patient process,” he explains. “They help transfer data into the electronic medical record (EMR) system and reduce transcription errors through automation.” This change has allowed Dr. Greene to focus more on patient care rather than administrative burdens.

Focus on Efficiency

Urban Optics is designed around a philosophy that blends healing with business acumen. “We strive to be efficient in everything we do, which allows us to manage our business better,” he says.

With six exam lanes and three history rooms fully equipped, one doctor can operate outof two exam lanes. There’s no wait for a turnover of a fully equipped lane, so this hasboosted productivity.

In addition, patients no longer engage with an impersonal front desk. Instead, they aregreeted by a dedicated “super tech,” who guides them through the entire visit. “We haveessentially eliminated hand-off issues by allowing one person to build a relationship withthe patient from start to fi nish,” he explains. This method requires robust training fortechnicians, but the results are invaluable. Many patients appreciate spending that hourwith a single tech, fostering connection and trust throughout the process.

In terms of conducting refractions, Dr. Greene oversees a process that leverages both hisexpertise and that of his skilled technicians. “I perform refractions myself, although wehave some super techs who can handle aspects of refraction, too,” he says.

High Capture Rates

Two factors in maintaining a high capture rate owe some credit to the Marco system. The first is exam speed. While he’s not rushing patients out the door, he also realizes that patients would like to leave the exam lane and have time to spend in the optical. This system allows him and the staff to input quickly.

It also means that he can demonstrate multiple-pair scenarios to patients, too, with a push of a button. “In a busy practice, every opportunity counts,” Dr. Greene says.

Capture rate is an important practice metric, and he says that his Marco system helps him maintain that. “It’s not just about the upfront cost of new equipment; it’s about the value to both the patient experience and our bottom line. My cash flow is always a consideration,” Dr. Greene says. “Finding clarity in how technology improves both patient outcomes and practice efficiency has been paramount to our success.”

He’s been using Marco technology long enough now that he says he cannot imagine practicing without it. “These systems have fundamentally changed the way we serve our patients and how we do business,” he says.

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