As many practices across the country move to a by-appointment-only model due to Covid protocols, how are corporate opticals handling walk-ins and appointment scheduling today? Three O.D.s weigh in.
Walk-ins have been a way of life in corporate optical settings for decades, but with the pandemic in play, a plethora of questions have come to the fore.
Do corporate optometrists just open the doors—or do they limit traffic? Will walk-ins be welcomed as they were pre-Covid? And, do you allow only the patient into the exam room or the family, as well?
As states and counties lift restrictions and businesses open up even more, these ponderings are more pertinent than ever. On the independent practice side, many O.D.s have moved to a by-appointment-only format. To help get a clearer path forward, we check in with three corporate optometrists to see how they are addressing the walk-in issue.
Sarah Joya, O.D., who was formerly with Visionworks and recently rejoined America’s Best as a float doctor in suburban Chicago. She is also a nationwide ambassador for the chain.
Elizabeth Christoff, O.D., an affiliated doctor of optometry with National Vision, where she sees patients in Louisville, KY. She is employed through Bluegrass Vision Care Network, PSC, of which she is president.
Amy Boyer, O.D., an independent optometrist and leaseholder at Walmart in Reynoldsburg, OH, for 13 years.
Here’s how these three innovative optometrists are addressing the walk-in issue at their locations.
DR. BOYER:
WALK-INS WELCOME.
Everything is fluid, shares Dr. Boyer. “We had ropes up and a podium and now we’re screening people in closer contact, using the smaller exam rooms, etcetera,” she says.
It’s also about prioritizing. “I take vision plans for a lot of the hospital systems here,” notes Dr. Boyer. “Those people are working 12-hour shifts, so we really try to help them when they need it. We’ve added extra hours, and I do get walk-ins, especially with Medicaid,” she adds. “Patience seems shorter than before Covid, and I find that some people are more, ‘What do you mean you can’t see me now?’”
DR. JOYA:
BY APPOINTMENT ONLY.
In Chicago, Dr. Joya reports, “We typically do not accept walk-ins because the practice has reduced patient volume due to Covid restrictions, and most offices are very busy.”
However, occasionally a spot opens up and the staff can allow a walk-in if there is a cancellation or a no-show, she adds. For emergent/urgent cases, the optometrist is typically consulted beforehand.
Since Dr. Joya fills in at multiple locations, and has a following, especially of moms, she set up a website to share her schedule with them: drsarahjoya.com .
DR. CHRISTOFF:
OFFERING OPTIONS.
Dr. Christoff reports that in her experience, “volume is still currently reduced by 17% to 30%, depending on the doctor’s comfort level and associate staffing.”
However, she shares the corporation encourages doctors to see walk-ins as much as allowable, while maintaining Covid-19 safety protocols as well as positive patient experiences.
“If we cannot accept them as an immediate walk-in,” she explains, “then we will offer any available options for later in the day or future scheduling.”
As for family members, they ask that they wait in the car, if possible, but they do allow necessary helpers. Like the patient, these individuals are Covid screened with a temperature check.
Clearly, walk-ins remain a challenge in corporate settings. Consumers are getting more comfortable—the O.D.s we interviewed say some now bring in the entire family to be seen on the spot.
Still, corporate policies remain in place to keep everyone—doctor, staff, and patient—safe until Covid really is in the rearview mirror.
UTILIZING CLEAR MESSAGING.
Many corporate optical websites have recently updated their information and safety notices. Some continue to limit traffic. Others underscore the steps they’ve taken.
Updated in late April, the Warby Parker website states, “We are limiting the amount of people in store so you may experience a wait before shopping. To cut down on visitor traffic, please do not bring any friends or family with you. However, a parent or legal guardian must accompany anyone under 18.”
The Visionworks site took a different position and updated its mask policy to read: “There is no appointment needed to visit the store. The health of our patients, doctors, and associates is our top priority. We want to share the precautions we’re taking to ensure the entire Visionworks community is safe” and then listed them.
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