For independent eyecare providers (iECP’s), nothing is more frustrating than a pair of lenses that don’t meet expectations. Whether it’s the fault of the lab, the patient, or the optician, redos are a reality of the industry. Although most labs offer some sort of free redo policy, the true cost of remakes remains hidden in the time and effort it takes to get the job corrected. Let’s break down how redos impact your business, your bottom line, and most importantly, your patients.
For offices that process finished lenses you may have a direct material cost of the redo which eats away at your profitability. Be aware, not every remake comes with a direct material cost. Many lens manufacturers offer a one-time redo on errors or non-adapts. However, the financial hit goes deeper than just material expenses. Let’s take a look at some of the additional costs most iECPs overlook:
- Staff time: Opticians will need to spend valuable time troubleshooting, reordering, and potentially communicating with the lab. This is known as “opportunity cost” where you have time spent that is not bringing in additional revenue.
- Doctor Chair Time: Often when a patient returns for a redo, valuable chair time is consumed that could be spent on other patients. This inefficiency limits the number of complete exams that can be seen in a day, impacting the schedule flow.
- Lost Patient Referrals: Dissatisfied patients due to repeated redos are less likely to refer friends and family to your practice. Positive word-of-mouth is critical for iECPs, and excessive remakes will erode trust and slow the growth of your patient base.
These three examples expose missed opportunities for additional revenue. Revenue missed is revenue lost.
Redos impact your finances and the efficiency of your practice. Every time your team has to deal with a remake, it disrupts their workflow and distracts them from more productive tasks. Over time, excessive remakes will lead to:
- Decreased employee morale: Staff members who repeatedly deal with redos may feel frustrated or overwhelmed, leading to burnout. It may also cause division within the team if the redos seem to be isolated to one optician.
- Increased administrative burden: Processing redos requires additional paperwork, tracking, and follow-up, which can take away from patient care, creating a false sense of efficiency.
- Reduced scheduling flexibility: When redos consume unexpected time slots, it limits your ability to accommodate walk-ins or scheduled appointments, negatively affecting patient satisfaction.
- Reputation risks: If redos become a pattern, patients may lose trust in your recommendations and seek care elsewhere.
Beyond the business impact, redos also take a toll on your patients. A delayed or incorrect pair of lenses can lead to frustration, discomfort, and even a loss of confidence in you, their iECP. This creates a huge inconvenience for your patients, and requires them to adjust their schedule, potentially causing them to miss work.
The frustrations, dissatisfaction and inconvenience are surfaced level problems. Additionally there are health concerns that can be associated with redos. Lens issues can often lead to headaches, eye strain or fatigue, and/or blurred vision.
While some remakes are unavoidable, reducing their occurrence should be a priority. Here are a few ways to minimize redos and improve patient satisfaction:
- Lifestyle Dispensing: Creating a personalized vision solution by understanding your patient’s lifestyle, work environment, and daily habits will improve first-time satisfaction and reduce the chances of a redo.
- Optimize your measurements: Invest in a digital measuring device to ensure accuracy in frame fitting and prescriptions through position of wear measurements. [link to OPAL or Spectangle blog posts/sales aids]
- Implement staff training: Ensure your team is well-trained on lens technologies, basic optics, and troubleshooting so they can better educate your patients and set reasonable expectations.
- Partner with a reliable lab: Reducing lab errors feels like it is out of your control, however, working with a lab that prioritizes quality control, effective communication, and fast turnaround times can make a difference.
While redos may be an inevitable part of the optical industry, their hidden costs can take a significant toll on your practice. From lost revenue and disrupted workflows to decreased patient satisfaction and reputational risks, the impact goes far beyond the surface. Every remake represents missed opportunities, whether it’s lost chair time, reduced referrals, or frustrated staff. By taking a proactive approach through lifestyle dispensing, precise measurements, staff training, and strong lab partnerships, iECPs can reduce the frequency of redos and enhance the overall patient experience. Prioritizing first-time accuracy isn’t just about efficiency, it’s about building trust, improving profitability, and ensuring that every patient walks away with clear, comfortable vision.
By implementing this proactive mindset, you will help ensure that patients walk away with eyewear that truly meets their needs and expectations. Increase your patient satisfaction, efficiency, and profitability by implementing these strategies to take control of your hidden costs of redos.