An Undercover Review of a Large Eye Care Practice

In light of insurance changes, my family recently visited a new optometrist/optometric franchise (Yes, even eye care consultants are beholden to their insurance companies). 
 
What I was excited about was the opportunity to meet some new doctors (don’t worry, I don’t solicit when I or my family is a patient), and to visit a well-known franchise in our area.  In light of the, for most part positive, experience, I decided to write a review for your benefit.  Here are the particulars:
 
Kaiser Permanente
Context:  Northern Virginia
Type of Practice:  National franchise with 17 locations in our area alone.
Number of Optometrists on Site:  4
Number of Exams Per Doctor Per Day:  36
Number of Staff on Site:  12
Particular Appointment:  Comprehensive Eye Exam for a Teenager
 
From those statistics, you can see this a big operation and a large individual practice.  Surprisingly, with this kind of presence, I didn’t have a much of a feel for their reputation as I couldn’t find many people who had worked with them or been their patient.
 
When I called them for an exam, they offered me one slot for the next day (apparently from a cancelation), but other than that, they were four days out for the available slot.  We took a mid-AM appointment on a Friday.  Aside from the perfunctory insurance questions, they didn’t ask anything else, nor did they request we get there before the appointment for paperwork.
 
We arrived 15 minutes ahead of time just to be safe, and their sparse waiting room was starting to fill.  The check-in process was incredibly easy.  Since we had a few minutes, we began looking for glasses for my daughter and for a pair for me as well (since I already had a script).
 
The optician was great and interacted with my daughter well.  She asked great questions, but over and over again, there was a problem.  Their frame selection was incredibly limited, especially for minors. 
 
The doctor had 38 years experience and explained things well.  I asked about his schooling and background, and he stated that he loved the industry and couldn’t imagine not working – good to hear. 
 
The office began to fill and fill, which makes sense with that many appointments, so resolving our appointment was a problem.  Ultimately, from check-in to check-out, we spent around two hours in the office.  I wound up buying a pair of frames, and they told me I could expect 5-6 business days before they were ready.  All in all, …
 
The Pros:  Check-in was painless.  Friendly doctor and staff. 
Cons:  Limited frame selection and overcrowded office.
 
If you are part of a franchise or large office, these pros are essential and those cons can be deadly.
 
If you are an independent practitioner, then this is what you are up against. 
 
Whichever you are, ask yourself these questions: 
 
Do you know who you are as a practice?
Do you take advantage of your identity?
Are there immediate areas you need address?  
 
ProSight Success would be glad to talk you through any of these questions.  Just contact us.
 
Gordon Duncan is the CEO/Consultant of ProSight Success and has trained employees for nearly 20 years. 
 
ProSight Success has several tools to help you with all of this.  Our international bestseller, Practice Progress, goes deep into the philosophies above.  You can find the paperback at Amazon. 
 
However, your best value is the full 7 Step, 7 Book ProSight Success System.  We offer it in 3 formats:
 
Digital ProSight Success System
Paperback ProSight Success System
 
And our best value:  the ProSight Success Workbook that includes a digital copy and a free hour of consulting.
 
Of course, Gordon Duncan, our CEO, is also available for private consulting.  Email him at [email protected].
 
 
 
 

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