The customer journey

1
The customer journey
Touchpoint five
2
Handover to Optometrist

• Touchpoint five

3
Handover to Optometrist

• Introduction
• What to say
• Action planning

4
Handover to Optometrist

• Ideally the Optometrist will introduce themselves
  to each patient
• If they do not the reception team should inform
  patients who they will be seeing before the eye
  examination
• Name badges and a name plate on the consulting
  room door should be considered

5
Handover to Optometrist

• What to say
• Good morning/afternoon, Mr/Mrs/Miss patients
  name, I am Mr/Mrs/Miss optometrists name the
  optometrist who will be conducting your eye
  examination today. Please follow me.

6
Handover to Optometrist

• Action plan
• The Optometrist/s and reception team should agree
  ways to improve the way patients are introduced
  to and greeted by the Optometrist before the eye
  examination