Kiddies Eye Care - Optometry Clinic Case Study
How This Optometrist Documented Her Business Systems Across Two Clinics And Is Now Perfectly Positioned To Develop & Grow Her Dream Of Two Additional Specialised Clinics
All On The Same Page
The entire team of 16 Staff at Kiddies Eye Care, are now all on the same page. Gone are the 'Chinese Whispers' and loss of accuracy, when passing on knowledge to different staff members. This is a new level of ‘peace of mind’ and confidence, in continuing to deliver high quality services consistently, across each clinic.
23 Critical Systems DONE!
After several years of trying to document their systems… having bits ‘here and there’, they identified which critical systems needed to be documented first and now have a whopping 23 of these important systems and processes fully documented.
Confidently Grow The Business
Nicky can now confidently move on to growing and offering more services and specialised clinics and finding & retaining the right staff for them... all because she is operating from a systemised business. The support of existing staff, and new team members, is all there and fully documented.
Behavioural Optometry Specialists For Kiddies & Adults
Kiddies Eye Care specialise in Children's Behavioural Optometry services, which not only take into account the quality of a child’s vision, but also how they process visual information. This approach helps them to detect common eye problems that can result in developmental delays, learning difficulties and can even affect their personality. They also offer Visual Processing Analysis with detailed reports for teachers and parents.
Nicky Kiparissis
Director & CEO of
Kiddies Eye Care
Behavioural Optometrist
Kiddies Eye Care, the family eye care Optometrists in Melbourne and Geelong. From infants to school kids, all the way to parents and grandparents.
The Challenges
Running two in-demand Optometry Clinics, specialising in Behavioural Optometry for Kids, was a demanding daily experience, for Nicky the owners and all her dedicated staff.
As a team, they have to constantly and consistently show compassion, empathy and patience to young children and their parents. To allocate the time required to select, fit and deliver glasses that are custom-fitted to each child’s face. More importantly, they have the respect and the patience to treat each child as an individual and to attend to their needs.
In essence… Helping patients with their health and eye care, requires very high standards and attention to detail.
Nicky has visions to extend her specialised services into Dry Eye Clinics and Concussion & Head Trauma clinics, growing and offering more to the Melbourne & Regional community and needing to find the right people… wants this process to be much easier and less daunting.
Because the clinics are incredibly busy, Nicky wanted to step back from her staff always relying on her as the first contact, for information and basics.
Her time is little and precious and she really wanted to shift their habits, of staff constantly ‘bothering her’ for little things.
The Challenges - Documenting their systems had never really come together for them.
“We realised our systems were outdated, because we were busier and it wasn't working and we had to find different spots for different things and different processes.
As soon as we made any progress, we realised it was outdated.
So trying to keep up to date myself and then keeping my full time staff, then my Optometry staff, then the casuals… all on the same page... got really hard.”
"Well, mistakes... cost a lot of money, so we need to know what we're doing because mistakes... Financial mistakes, more the point, (not anything to do with patients) was crucial.
Because if we were not documenting things and we're not processing properly, then the backend was affected. So one mistake at the front desk, was causing a huge mistake right across the whole system for every employee after that. And at the end, it wouldn't make sense with our suppliers."
The Solution
The solution for Kiddies Eye Care, was to begin with the Critical Client Flow® - The very first step in the SYSTEMology® process. We identified the systems that are are critical to bringing in clients and cash-flow into the business.
From managing patient referrals and enquiries into the clinic, to providing patient services and eye care, to delivering the perfect pair of glasses or lenses for each and every precious pair of eyes.
Then we extracted, documented and organised these essential flow of services and business, so new and existing staff can be supported and cross trained.
Kiddies Eye Care is a busy clinic and it had already been a challenge, to try and document their procedures, whilst they were continuously running at full capacity.
It was a simple decision...
It was a simple decision and next step for the owner of
Kiddies Eye Care, to engage Nomiki for the concierge
SYSTEMology® service and to handle the systemisation
process on their behalf.
"Without SYSTEMology® it simply would not have been done."
Within 12 sessions, Kiddies Eye Care had all their core systems related to servicing patients and generating cash-flow, documented for the business. A project that was previously only partially done in ‘bits and pieces’ for years!
Nicky of Kiddies Eye Care explains that leveraging SYSTEMology® and systemHUB® ‘It was getting back to basics like… understanding what our processes were, why we can't make mistakes, what mistakes cost us, and running a practise smoothly and efficiently and economically and making some money, too.”
The Results
The benefits of the SYSTEMology® concierge service for Kiddies Eye Care, gave them valuable insights into their business, they’d not had the time or chance, to uncover before.
‘You've made us realise how many procedures and how many systems and how many different systems for different companies we have.
‘And you've made us realise, that we all thought we're on the same page. But if someone forgot and said the wrong thing… just like 'Chinese Whispers' by the time it got down to the other staff, we were all doing it differently.
‘Now, anything the staff don't know... They know that they go and check back in the documented systems and systemHUB®.
It's just nice to know, we don't have to worry about trying to collate it together. And it's great to know that I can update it at any time as well.
‘And then I get bothered only for the hard things. And my time is little and precious and so they know, they only have to bother me for something that's not very clear and only when it's a unique situation.
’After having seen the amount of systems that were documented for Kiddies Eye Care, Nicky also realised that when choosing and employing new staff... she was now going to be more fussy.
Because it costs her time, money and energy, when staff are hired, but then change their job decisions after a short stay.
Moving forward Nicky will be evaluating new staff applicants in a very different way.
Because training staff at Kiddies Eye Care is highly specialised. ‘People travel far for us and we need to 'Get It’.'
‘The whole experience… has to be perfect.’
And at Kiddies Eye Care, they are able to have a manual and documented systems, to teach their staff what ‘Perfect’ looks like for them. After all, it’s all about being the best for their patients.
What’s Next?
How Can You Get These Results For Your Business?
Kiddies Eye Care has gained valuable insights into the cost of training new staff, based on the sheer volume of processes and systems we documented together… and will now approach hiring staff differently and with greater focus.
The director & owner of Kiddies Eye Care says... Professionals in business "should not think twice. Anyone in a medical centre, anyone dealing with patients, dental clinics, anyone that needs to be answering the phone and listening to patients and being able to process it and get it right, they should be talking to" Nomiki.
Are you feeling like there are bottlenecks in your business? It may be yourself, a partner or a key staff member.
Are you creating key person dependency risk in your business?
With the right systems and processes, your team can help you quickly up-skill new and existing staff and still deliver services to an exceptional standard.
To find out how SYSTEMology® can work for you – Book a Complimentary Systemise & Scale Adit Session with Nomiki
Resources To Help You Get
Your Business Systemised
Looking To
Learn More?
Download the SYSTEMology ® Book
Privacy Policy
Terms of Service
Disclaimer
Business To Business Buzz Pty Ltd
Certified independent member of the SYSTEMology® network