In healthcare, ongoing training extends beyond the need to meet regulatory requirements; it’s a key strategy for improving both patient outcomes and staff performance. In optometry and ophthalmology practices, where advancements in technology and patient care are constant, staying ahead of the curve is crucial.
Kasia Groves explores practical steps that ophthalmology and optometry practices can take to build a culture of continuous learning that benefits both staff and patients.
While many optometry and ophthalmology practices do not have dedicated human resources (HR) departments, it’s essential for practice owners and managers to recognise the importance of integrating HR concepts into the way they manage and develop their teams. By implementing effective employee training strategies, practices can enhance their clinical capabilities, improve patient satisfaction, and ensure long-term success.
Creating the Culture
Building a culture of continuous learning is one of the most impactful strategies any practice can adopt. While HR professionals often drive these initiatives in larger organisations, in smaller practices, it’s up to practice managers and owners to create this environment. Encouraging a culture where staff feel supported in pursuing further education and training can lead to long-term benefits for both the team and the practice itself.
Start by implementing mentorship programmes, where experienced staff members can guide less experienced colleagues. This could involve senior optometrists or ophthalmologists sharing their expertise with newer team members, particularly in areas such as patient communication, clinical decision making, and the use of advanced technology. Mentorship not only improves clinical skills but also fosters teamwork and ensures that knowledge is passed down within the practice.
Encouraging a culture where staff feel supported in pursuing further education and training can lead to long-term benefits for both the team and the practice itself.
Effective Training and Development
Effective training is a critical factor in the success of any practice. Start by assessing areas where your team could benefit from new knowledge or skills. Consider essential business skills often overlooked in formal education, such as marketing, visual merchandising, people management, and financial administration, which can all assist with day-to-day practice management and growth.
From day one, front-of-house staff should be trained in the use of patient management software and scheduling tools. Ensuring that appointments run smoothly and that patients receive timely reminders or follow-ups reduces administrative errors and improves the overall patient experience.
In optometry practices, new front-of-house staff should be encouraged to complete an introduction to optical dispensing course. This will better place them to assist customers looking for eyewear. Meanwhile, more experienced staff who complete the Certificate IV in Optical Dispensing will add incredible value to the dispensing process, freeing optometrists to return to the consultation room.
Training for front-of-house staff and optometrists should also include refining skills in fitting and adjusting glasses or contact lenses so that patient requests can be managed on the spot.
In both ophthalmology and optometry practices with distinct patient demographics – such as young families, older people, or professionals – practitioners should be briefed on aspects of service delivery that are most likely to provide the highest level of satisfaction to these patients. For example, you could provide training on communicating with children; issues of accessibility; or enhancing vision for the digital environment.
Targeted Clinical Training
Clinical excellence is essential for providing high-quality patient care, and one of the best ways to achieve this is through specialised training. In optometry and ophthalmology practices, ensuring that your staff is well-versed in the latest technologies, procedures, and treatment protocols is key to maintaining high standards of care.
For example, in an optometry practice, adequate time must be allocated for staff training on any diagnostic tools you acquire, such as optical coherence tomography (OCT) or automated refraction systems. In an ophthalmology practice, staff might require further development to support surgeons in advanced surgical techniques, to effectively triage patients for cataract surgery, or to maximise the features of a new laser suite.
By regularly reviewing the skills your team needs to stay competitive and aligned with industry advancements, you can tailor training programmes that meet both your practice and staff needs. You don’t need an extensive HR framework – simple methods, such as online courses and events, can provide cost-effective solutions.
Providing access to online learning platforms can help staff develop their skills at their own pace. Alongside Optometry Australia and the Royal Australian and New Zealand College of Ophthalmologists (RANZCO) there are many publicly and privately funded organisations, including The Australian College of Optometry and mivision’s mieducation.com, that offer online courses on topics ranging from advanced diagnostic techniques to new treatment methods.
Professional workshops, conferences, events and tradeshows will also keep staff ahead of their game, enabling them to gain broad insights and pursue in-depth knowledge, according to their role and the needs of your practice. Additionally, suppliers are eager to support learning by providing onsite and in-practice product demonstrations and training, as well providing access to technical experts for advice day-to-day.
Another effective way to foster continuous learning is by supporting staff in earning certifications or advanced qualifications. For example, optometrists might pursue certification in behavioural optometry or advanced contact lens fitting, while ophthalmologists may initiate or contribute to a research study. Encouraging and facilitating these pursuits shows a commitment to staff development, which ultimately enhances the clinical capabilities of your practice. When your staff grows, your practice grows.
Additionally, teaching staff how to demonstrate empathy and understanding during consultations can go a long way in building strong patient relationships
Soft Skills Development
While clinical excellence is vital, patient satisfaction is the cornerstone of a successful practice. Patients who are satisfied with their care are more likely to return and recommend your practice to others. And in both optometry and ophthalmology, patients value clear, compassionate communication, especially when they are anxious about their condition or treatment.
This makes patient-centred care training an essential part of any staff development programme. This could include training your team on how to handle patient enquiries, manage expectations, and communicate treatment plans clearly. Additionally, teaching staff how to demonstrate empathy and understanding during consultations can go a long way in building strong patient relationships. Efficient and compassionate follow-up and handling of patients’ concerns after their visit will also greatly enhance patient loyalty.
Implementing systems for gathering and acting on patient feedback is also essential. Regularly assessing patient satisfaction through surveys, online reviews, or informal discussions will provide valuable insights into where your practice can improve. Adjusting your training programmes based on this feedback will ensure that staff continuously improve in areas that directly impact patient care.
Make the Investment
Training is an investment in the long-term success of your practice. Start small by assessing one area in your practice that could benefit from training, and build from there.
Track the success of your initiatives through patient feedback and staff performance to help you refine your approach and ensure the success of your training programmes.
By taking a proactive approach to staff development and creating opportunities for ongoing learning, your practice can build a strong, capable team that is equipped to meet the demands of an ever-changing healthcare landscape.
Kasia Groves is the founder of KG2 Consulting, which provides human resources consulting and coaching. Ms Groves is a member of the Australian Human Resources Institute (AHRI) and has over a decade of experience working with small, medium and large businesses across many industries and sectors, including optometry.
Visit: kg2consulting.com.au.
