Creating the Perfect Handover

Read time: 3 minutes

The worst thing is when you do all the hard work in the testroom, and the patient walks out straight after saying ‘they will think about it’. I think we all know what that means. When your advice and recommendation converts into a purchase, it is a testament to how much the patient listened to you, trusts you and the positive impact you as an Optometrist have due to your effective communication skills. The bridge between your advice, and the purchase, is a highly effective handover.

The handover is one of the most vital aspects of your patient’s visit to your practice. It’s the moment we transfer our findings to the OA and ‘hand over’ the patient. Things can go in one of two directions. Either the patient walks out and disregards all your recommendations, or they have a detailed discussion with the OA about their options and what is possible for them to have.

It’s the last time you will probably speak to your patient and hence we need to leave a good long lasting impression. This depends on the previous 25 mins and how memorable you were during the sight test. It also depends on the final handover between yourself, your OA and your patient. So how do we create this highly effective handover that keeps patients engaged?

1) Keep your patient as the focal point.

A common and easily done mistake of a handover is forgetting the patient is still there! Often we’ll say our recommendations to the OA and ignore that the patient should be part of that conversation. They should always feel involved and important throughout their whole visit, and even more so during the handover. Naturally we’ll be summarising our advice to the OA, however you and the OA should be facing the customer at all times. This way even if you are speaking to the OA, the customer knows they are your focus as you’re both facing towards them. It is no use ignoring that they are present, or doing the handover away from them as they are no longer part of their own journey in your practice.

High street Optometry is all about customer service and ensuring they are more than satisfied with how they are served. Let’s not forget there are so many practices that they can walk a few doors down and find someone else who will make them their focus, if we don’t.

2) Reiterate the solution to their problems.

Patient’s come to your practice for you to solve their problem. You need to tell them the solution and link it all together. It’s also our responsibility to dig into their needs and lifestyle so we can further enhance their quality of life. The handover is the perfect time to reinforce why we’re recommending what we are.

Of course we go through this in the testroom, but it’s equally as important to say it again infront of the OA. It firstly reminds them of what you said, and secondly they can see how much you and your OA’s care by going into such detail. An example is, Mr X needs polarised transitions because he loves to go fishing. Another one is ‘Mrs Y works on a VDU for 8hrs and hence needs occupational glasses to help her near and intermediate vision’. Nothing complicated, just simple things to show the level of attentiveness you will go to.

3) The personal touch.

Hopefully we are making conversation other than ‘1 or 2’ during the sight test. Asking them about their family, weekend or holiday plans goes a long way to creating trust between you and your patients. It makes them feel at ease and also that they’re not just a number on the carousal belt.

I would recommend to mention this again at the end of the handover, just when you’re about to leave them. It ‘seals’ that bond because they can tell you were actually listening to them throughout. It makes it personal, something independent practices are well known for. You’ll become memorable to them and they will also most definitely recommend you to others. It also increases the chances of them adhering to your recommendations as people are more likely to trust those who take a genuine interest in them.

Your handover is essentially the last chance for you to leave an impression, finalise your advice and ensure the patient has understood everything you have said. Make them feel comfortable, prioritised and at ease. If the handover is only a few seconds, you’re rushing to your next patient and the OA is doing a collection at the same time.. it doesn’t make them feel valued and unfortunately they will walk out and go elsewhere that does give them that time and focused attention.

However, make them your priority and you’ve gained not only that person as a valued customer, but also their family and friends. As I mentioned earlier, the more patients that have made a purchase from your recommendation, is a testament to your capabilities as a clinician and also as an effective communicator.

If you have any tips on creating a great handover, I’d love to hear them.

Regards,