Improving Clinic Management

Clinic management is more than booking appointments. To make

your clinic a success, you need to identify and manage pressure

points, i.e. the 'peak' times when your team can't handle customer

volume, and your customers experience high waiting times.

Keeping your waiting times to a minimum and your customers

informed will increase customer satisfaction and sales.

Things to consider

Try the following to improve the e�iciency of your clinic:

Remember to always keep the customer informed and updated on waiting times.

Rolling clinics Place all customers in the same queue

to be seen when the next clinican becomes available.

Appointment times

Space test appointments out to create a continuous, steady pace throughout

the day.

Appointment types

Book appointments for every type of visit.

Staggered clinics

Stagger clinics if you have multiple test rooms, so your meet and greet and pre-test

areas don't become a delay point.

Non-peak appointments

O�er non-peak period appointments first. For example, o�er 9 am on a Wednesday,

rather than waiting for a customer to ask for a peak lunchtime appointment. They will tell

you if it's not suitable.

Quidini

Use a customer capture system to better manage customer flow, keep customers

informed and reduce waiting times.

RemoteCare, Home Delivery and Express Collections

Free up space and time in-store where a customer is eligible by o�ering these services.

Avoid like for like

Don't book similar appointments next to each other. For example, two over 70's

tests next to each other may cause delays.

Prep the customer

The time spent preparing a customer for their visit will result in fewer

failed-to-attends (FTA).

Sight test and contact lenses (STAC) appointments

Avoid unnecessary double appointments by having STAC appointments in the diary.

Lunchtimes and at the start and end of the day are popular times for

STAC appointments.