Specsavers: Clinical Placement Student Workbook

Question 1

What are the 5 steps to the Three Way Handover?

Answer 1

Intro
Transfer recommendation/management plan
Three way conversation
Final check in
Dispenser accepts care of patient

Question 2

What should the introduction of a Three Way Handover contain? (2)

Answer 2

Use names for both patient and dispenser (e.g. Mrs Jones, this is Angie)
Advise how the dispenser will assist (e.g. “she is one of our frame and lens specialists and will assist you with choosing some frames”)

Question 3

What might a transfer of recommendation or management plan contain? (4)

Answer 3

Product recommendations (prescription, purpose, product)
Referral
Additional tests
Recall

(“We have come to an agreement that Mrs Jones will benefit from….”)

Question 4

Provide an example of how you would link the three way conversation to understanding your recommendation

Answer 4

“Mrs Jones, you mentioned … so … will provide the clearest, most comfortable vision. Is there anything else you’d like to add?”

Question 5

What is the final check-in an opportunity for?

Answer 5

Questions or adding anything else

(e.g. “We will send you a reminder in two years. Please come in sooner if you have any concerns with your eyes. Do you have any questions?)

Question 6

List 5 aspects of best practice collection

Answer 6

Check fit of glasses + make any necessary adjustments
If glasses are for reading, provide a near reading card to check vision. If distance, have them look around store
Ask open questions to ensure patient happy and keep positive convo - reassure if concerns
Advise on glass cleaning (microfibre is best)
Always inform pt about our warranty and guarantees

Question 7

Are mobile phones permitted on the shop floor or associated working areas?

Answer 7

No. Please restrict the use of mobile phones to break times.

Question 8

Can you serve family or friends?

Answer 8

Please refer your friends or family to another team member rather than serving them yourself

Question 9

What are the 3 key pieces of info required to create a customer file (when making appointments)?

Answer 9

Customer name (incl title)
Date of Birth
Contact telephone number (both mobile and home/work if possible)

Question 10

What 3 questions are helpful in understanding why a customer is making an appointment?

Answer 10

Is your appointment for glasses or contact lenses?
Have you been to the store before? if YES …
Is this a follow-up appointment?

Question 11

List 5 other useful pieces of information you can obtain when making an appointment

Answer 11

Customer address
Email address
Customers medicare card number
Is the customer in a private health fund
Does the customer know where your store is or where is the best place to park (I’m unsure of parking atm. Will figure that out)

Question 12

Socrates: What are the 6 appointment types found when booking appointments?

Answer 12

Sight test
Diabetic screening
Clens fit
Clens check
Collection
Aftercare

Question 13

Socrates: how will all available appointments be displayed for potential bookings?

Answer 13

in grey

Question 14

Socrates: How do you book an appointment for a new customer? (7)

Answer 14

Select the “search/create” tab
Select the “create new” button
Acquire customer title/name/contact info and then select proceed
At the customer options screen, select the “book appointment” button
The monthly diary screen will be displayed: select the “book appointment” button
The current month is displayed and the current day is outlined in black: touch the day required to bring up the daily diary screen
Appointment type screen appears and just press the type it is

Question 15

Socrates: How do you add notes to a booked appointment? (3)

Answer 15

Select the appt from the daily diary screen
(Book appt screen): Select the “notes” button at the bottom of screen to open appt notes page (any existing appt notes will be displayed here)
To add a new note, select the “create” button and type in the note

Question 16

Socrates: How do you link appointments (e.g. if a customer wishes to book two appointments back to back)? (4)

Answer 16

Book first appt in usual way and select 2nd appt slot
The customer details will already be populated from previous appt details
Select the appt type to be booked
Any other appointments already booked for this customer will be displayed in bottom left of screen - Highlight the appointment that the new appt is to be linked to and select the “link” button

Question 17

Socrates: How do you change the appointment type? (3)

Answer 17

From Daily diary screen: select the booked appt to open book appt screen
Select correct appt type (original type will be de-selected automatically)
Select confirm and save

Question 18

Socrates: How do you move a booked appointment? (3)

Answer 18

Select booked appointment to open book appt screen
Select move
Daily diary screen will be displayed, with a message at bottom to confirm: Using diary navigation buttons, find the new time and select new slot

Question 19

Socrates: How do you cancel a booked appointment?

Answer 19

Select the appt from the daily diary screen and press the “cancel appt” button