EW SHOW DAILY
20
Wednesday, April 18, 2018
by Lauren Lipuma EyeWorld Contributing Writer
Creating memorable moments improves
the patient experience
Ms. Navarre discusses how practice staff can help create memorable moments for patients.
continued on page 22
P
hysicians and practice
managers spend a lot of
time and energy addressing
patient complaints, but
to provide an exceptional
patient experience, their time would
be better spent creating memorable
moments, according to presenters at
"Bringing the WOW to Your Pa-
tient's Journey" ASOA session.
Carrie Hanson Huete and Bon-
nie Navarre of Johnson & Johnson
Vision (Santa Ana, California) de-
scribed the five practice touch points
and gave examples of how practice
staff can create memorable moments
for patients at each point.
Most practice administrators
have the mindset of managing
patient complaints to fix problems
in the practice, thinking a great
experience means a patient has no
complaints, Ms. Navarre said. But a
