Optometry Semester 1

OPTOMETRY · SEMESTER 1 Skills of customer care to improve quality of service Communication and Life Skills START READING NOTES Contents of This Topic Session 8: Learning Objectives Define the following terms CUSTOMER CARE CUSTOMER CARE Customer satisfaction Factors for customer satisfaction Characteristics of good customer services Listening & Being Compassionate Key element of customer care Key element of customer care cont.. Basic needs of Client/customer Basic needs of Client/customer cont.. Principles of customer care Principles of customer care cont.. Techniques used in providing quality customer care What is Quality of Care? Components of Quality Health Services Access to Service Technical Competence Equity Efficiency Safety Interpersonal Relations What Is Quality Assurance? Principles of Quality Assurance Meeting the Needs of Our Clients – Principle 1 Use of Data to Improve Quality – Principle 3 Tools for Collecting Data and Use of Information Improving Quality Through Team Work – Principle 4 Effective Communication -Principle 5 Evaluation References Session 8: Demonstrate skills of customer care to improve quality of service Learning Objectives Describe the determinants of service quality Identify characteristics of good customer care Explain the role of customer care in health service delivery Identify the practices needed to provide excellent customer service Explain the significance of service quality assurance in the development of health service sector. Describe the Steps for creating an effective customer service program Define the following terms Customer/client Care Customer care Customer satisfaction CUSTOMER Is someone who receives one or more organization’s (health facility) services or products who has a direct relationship with, or is directly affected by organization. CARE Care: is any activity, work performed by health provider to meet needs and problems of a client CUSTOMER CARE Is the act of meeting clients needs and problems by providing or delivering professional, helpful, high quality service and assistance Customer satisfaction Customer satisfaction measures how well the expectations of a customer concerning a product or service provided by your company have been met. Customer satisfaction is an abstract concept and involves such factors as the quality of the product, the quality of the service provided, the atmosphere of the location where the product or service is purchased, and the price of the product or service. Factors for customer satisfaction quality, performance and efficiency of the product. Customer service provided by the healthcare Type and quality of response provided by the healthcare. Environment – Infrastructure (structure and facilities) Price of the product or services provided Characteristics of good customer services Politeness: Politeness is almost a lost art. Saying 'hello,‘ “welcome” 'good afternoon,' 'sir', and 'thank you very much' are a part of good customer service Responsiveness: Respond promptly to the needs of patients, customers and fellow team members. Problem solving: Be proactive in anticipating and preventing problem before they arise Respect: Treat patients and team members as you would want to be treated Professionalism: All customers/patients should be treated professionally, which means the use of competence or skill expected of the professional. Listening & Being Compassionate Teamwork: Confidential Accountability Promptness Characteristics of good customer services cont.. Key element of customer care Understanding: Understand, identify, and anticipate needs. Customers don’t really buy products or services; they buy solutions to problems. The better we solve those problems, the more appreciative they are, and the better their experiences in dealing with your business. Listening: Keep your ears—and eyes—open. Hear what the market is saying, and be a good listener. Identify customer needs by asking questions and concentrating on what the customer is really saying. Responding: Now you have to respond positively. This is not to say that you have to change your entire business model or product line to suit the demands of various customers. Seek ways to help your customers and give them what they are looking for without compromising your company or products. Key element of customer care cont.. Respect: Respect the fact that customers actually pay our salaries and make our profits for us. Make them feel important and appreciated and treat them as individuals Serving: Essentially this means fulfilling your promises. Trust : Give great customer service, you’re going to have to put a little trust in your customers. Basic needs of Patient/customer Basic needs of Client/customer Friendliness The most basic need of all and is usually associated with being greeted politely and courteously. Fairness All customers want to be treated fairly. Control Control represents the customer’s need to feel as if they have an impact on the way things turn out. Options and Alternatives Provide the customer with other available avenues to get what they want accomplished. Basic needs of Client/customer cont.. Understanding and Empathy Customers need to feel that their circumstances and feelings are appreciated and understood by the service person without criticism or judgment. Information Customers need and want to be informed about products, policies and procedures they encounter when doing business with you. Principles of customer care Reliable: Being honest and trustworthy in all interactions with customers and meeting commitments Relationships: Valuing the role of every family, child, and staff member and working together as a team to achieve positive outcomes Principles of customer care cont.. Responsive: Reacting in a timely manner to meet responsibilities to address identified needs. Respectful: Interacting with customers in a way that makes them feel valued and promotes dignity and self-worth. Recognition: Showing appreciation for the contributions of each team member openly and frequently Techniques used in providing quality customer care Engage in active listening Active listening is essential for effective communication. It allows for a better understanding of the customers’ needs and shows a willingness to help. Allow the customer to talk without interruption, reflect back their main question or concern and ask clarifying questions when necessary. Highlight understanding Ensure that each customer is aware that you understood their needs. By using active listening techniques and asking relevant questions, you will communicate that you understand them and are making an effort to help solve their problem. Techniques used in providing quality customer care Polite Be polite and have

OPTOMETRY · SEMESTER 1 Communicating with Drug Abusers and Alcoholics Communication and Life Skills START READING NOTES Contents of This Topic Objectives 1. Definitions 1. Definitions…….. Phases of Substances Misuse Phases of Substances Misuse….. Phases of Substances Misuse…… Phases of Substances Misuse…. Example of abused substances 2. groups in the alcoholics and drug abusers 2. groups in the alcoholics and drug abusers…. 2. Groups in the alcoholics and drug abusers…. 3. Concept of communication in interacting with alcoholics and drug abusers 3. Concept of communication in interacting with alcoholics and drug abusers…… 3. Concept of communication in interacting with alcoholics and drug abusers…… 3. Concept of communication in interacting with alcoholics and drug abusers……. 4. Challenges of communication in interacting with alcoholics and drug abuse 4. Challenges of communication in interacting with alcoholics and drug abuse….. 5. Techniques of effective communication with alcoholics and drug abusers 5. Techniques of effective communication with alcoholics and drug abusers…… 5. Techniques of effective communication with alcoholics and drug abusers….. 5. Techniques of effective communication with alcoholics and drug abusers….. 5. Techniques of effective communication with alcoholics and drug abusers….. References Effective Communication in Interacting With Alcoholics and Drug Abusers Objectives a) Define the term alcoholics and drug abusers b) Outline groups in the alcoholics and drug abusers c) Explain the concept of communication in interacting with alcoholics and drug abusers d) Explain challenges of communication in interacting with alcoholics and drug abusers e) Communicate with alcoholics and drug abusers 1. Definitions Alcoholics abusers Are individuals who consume alcohol in a harmful or hazardous manner that negatively affects their physical health, mental well-being, behavior, social relationships or daily functioning, but who may not yet meet the criteria for alcohol dependence Drug abusers Are individuals who use drugs in a harmful or non-medical manner, leading to physical, psychological, social, or occupational problems, and who continue using the drugs despite knowing the harmful consequences 1. Definitions…….. Substance use Is the intentional consumption of psychoactive substances such as alcohol, tobacco, prescription medications, or illegal drugs, for the purpose like medical treatment, social use, relaxation, or pleasure, which can affect the brain, behavior, mood, and physical health. Substance misuse Refers to the harmful or improper use of alcohol or drugs, leading to health, social , psychological, or economic problems Phases of Substances Misuse Experimental use First time or occasional use, often due to curiosity, peer pressure or social influence. User believe they are in control No clear negative consequences yet Common among adolescents and young adult Phases of Substances Misuse….. 2. Social/recreational use Substance used in social settings ( parties, cerebrations) Use is intentional but limited Person can still stop without difficulty Early risk behaviors may begin Phases of Substances Misuse…… 3.Regular(Habitual ) use Substance use become s more frequent and predictable Begins to give out a purpose ( relaxation, stress relief, sleep) Tolerance may start to develop Early health, social, or academic problems appears Phases of Substances Misuse…. 4. Abuse / Harmful use Continued use despite of negative consequences Loss of control over amount or frequency Problems at work, school, family or health Risky behaviors ( unsafe sex, violence and accidents) Phases of Substances Misuse….. 5. dependence (Addiction) Strong physical and psychological dependence During this phase, the user uses to feel normal and is always in emotional pain ( although it may not be visible) He/she medicates the pain , and the substance becomes the only true friend Habitual use Withdraw symptoms when substance is stopped Substance becomes the central focus of life Phases of Substances Misuse….. 6. Chronic use/ Relapse phase Severe physical, mental, and social consequences Requires long treatment, rehabilitation and support Example of abused substances Alcohol Cocaine Heroin Petrol Marijuana, including hashish 2. groups in the alcoholics and drug abusers Alcoholic and drug abusers can be grouped in several ways, depending on type of substance used, pattern of use , level of dependence and social context. Understanding these groups helps health workers communicate effectively, plan care, and provide appropriate support 2. groups in the alcoholics and drug abusers…. Group based on type of substance use a) Alcoholic users These individuals mainly consume alcoholic drinks such as beer, wine, or spirits Occasional drinkers- drink socially without harm Heavy drinkers- consume large amounts regularly Alcoholic dependent persons –has loss of control, tolerance and withdraw symptoms 2. groups in the alcoholics and drug abusers…. Group based on type of substance use…….. b) Drug users These individual misuse psychoactive substances other than alcohol, including: Cannabis ( marijuana) users Opioid users ( heroin, morphine) Stimulant users ( e.g., cocaine) Sedative users (e.g., benzodiazepines) Inhalant users (e.g., petrol) 2. groups in the alcoholics and drug abusers…. Group based on pattern of use Experimental users Try alcohol or drug out of curiosity or peer influence Common among adolescents and young adults Usually short-term use b) Recreational users Use substances occasionally for pleasure or relaxation Often believe they can control their use Risk of progressing to harmful use 2. groups in the alcoholics and drug abusers…. Group based pattern of use……. c) Habitual or regular use Use substances frequently Substance use becomes part of daily routine Increased risks of physical and psychological harm d) Dependant or addicted users Have strong craving and loss of control Experience withdraw symptoms when not using Continue use despite harm to health and social life 2. Groups in the alcoholics and drug abusers…. Group based on level of harm low-risk users Use without obvious immediate harm Still at risk of future problems b) Harmful users- substance use causes physical and mental or social problems May not be dependant c) Substance use disorder- Diagnosable condition with significant impairment Require medical and psychosocial intervention 2. Groups in the alcoholics and drug abusers…. Group based on social and demographic factors. Adolescent and youth Influenced by peers and experimental High risk of addiction and risk behavior Adults Use may be linked to stress, unemployment or family problems Pregnant women High risk of fetal complications 3. Concept of communication in interacting

OPTOMETRY · SEMESTER 1 Empathy Communication and Life Skills START READING NOTES Contents of This Topic Define empathy Explain signs of empathy Explain types of empathy Explain steps of practicing empathy Explain the tips of practicing empathy Demonstrate techniques used to create strong bond to a patient EMPATHY TECHNIQUE IN BUILDING STRONG AND SUPPORTIVE RELATIONSHIP WITH PATIENTS Define empathy Empathy is the ability to understand, share, and resonate with another person's feelings, perspectives, and experiences without judgment. In healthcare, particularly in building relationships with patients, it involves putting oneself in the patient's position to recognize their emotions (e.g., anxiety about vision loss) and respond supportively. Unlike sympathy (feeling sorry for someone), empathy fosters connection by validating emotions and building trust, leading to stronger patient-provider bonds, better compliance, and improved outcomes. Explain signs of empathy Signs of empathy are observable behaviors that show genuine understanding and care: Active Listening: Maintaining eye contact, nodding, and avoiding interruptions. Verbal Affirmations: Phrases like "That sounds really frustrating" or "I can see why you'd feel worried." Non-Verbal Cues: Open body language (leaning forward, uncrossed arms), facial expressions matching the patient's emotion, and appropriate touch (e.g., a reassuring hand on the shoulder). Emotional Reflection: Paraphrasing feelings, e.g., "It seems like this blurred vision is making daily tasks difficult for you." Patience and Presence: Giving full attention, without rushing or checking the clock. These signs reassure patients they are heard and valued, strengthening the therapeutic relationship. Explain types of empathy Empathy is commonly divided into three types: Cognitive Empathy: Understanding a patient's perspective intellectually, without sharing their emotions (e.g., comprehending why a patient fears glasses due to stigma). Useful for clear explanations. Affective (Emotional) Empathy: Feeling and sharing the patient's emotions (e.g., sensing their anxiety during a glaucoma diagnosis). Builds deep emotional connections. Compassionate Empathy: Combines cognitive and affective, leading to action (e.g., not only understanding fear but offering reassurance and tailored support, like extra time for questions). In patient care, balanced use of all types promotes supportive relationships and motivates patients toward better health behaviors. Explain steps of practicing empathy Practicing empathy involves a structured approach: Self-Awareness: Reflect on your own biases and emotions to remain open. Active Observation: Pay attention to verbal and non-verbal cues from the patient. Listen Without Judgment: Fully hear the patient's story before responding. Imagine Their Perspective: Mentally step into their shoes to understand their feelings. Validate Emotions: Acknowledge what they're experiencing (e.g., "It's normal to feel scared about this"). Respond Supportively: Offer help or reassurance aligned with their needs. Reflect and Learn: After interactions, review what worked to improve future empathy. Consistent practice builds stronger, more supportive patient relationships. Explain the tips of practicing empathy Effective tips include: Be Present: Minimize distractions (e.g., put away charts or devices). Use Open-Ended Questions: Encourage sharing, e.g., "How has this affected your daily life?" Mirror Language: Reflect patient words for accuracy. Avoid Minimizing: Don't say "It's not a big deal"; instead, validate. Cultural Sensitivity: Recognize diverse backgrounds influencing emotions. Self-Care: Manage your emotional load to sustain empathy (avoid burnout). Practice Regularly: Role-play scenarios or seek feedback. These tips enhance rapport and patient trust over time. Demonstrate techniques used to create strong bond to a patient Techniques combining empathy for strong bonds: Personalized Greeting: Use the patient's name and ask about their concerns first. Empathetic Statements: "I imagine wearing these new glasses might take some getting used to—how are you feeling about it?" Shared Decision-Making: Involve them in choices (e.g., frame styles or treatment options). Follow-Up: Check in post-visit or remember personal details from prior talks. Reassurance Through Touch/Body Language: Gentle gestures or leaning in to show care. Story Sharing (Judiciously): Relate briefly if it normalizes their experience. Consistency: Be reliable in appointments and promises. For example, with an anxious patient facing cataract surgery: Sit at eye level, maintain eye contact, say "Many patients feel nervous like you—it's okay, and we'll go through this together," then explain steps calmly. This creates trust, reduces fear, and fosters a supportive, long-term relationship. ← PREVIOUS TOPICNEXT TOPIC →VIEW MODULE NOTESVIEW SEMESTER NOTESALL OPTOMETRY NOTES Need These Notes as PDF? Request a formatted copy for offline study, printing or revision. GET PDF NOTES ON WHATSAPP

OPTOMETRY · SEMESTER 1 Effective Communication With Key Population Communication and Life Skills START READING NOTES Contents of This Topic Learning Objectives Communicating With Key Population. The group of key population includes; The group of key population cont… Transgender people Sex workers People who inject drugs(PWID) Effective Communication With Key Population People living with HIV Concept Of Communication In Interacting With Key Populations. Presentations Small Groups BARRIERS AND CHALLENGE OF COMMUNICATING WITH KEY POPULATION BARRIERS cont…….. CHALLENGES OF COMMUNICATING WITH KEY POPULATION Provision of false information . Techniques Of Communication In Interacting With Key Populations Prepare conducive environment. DEMONSTRATE SKILLS OF EFFECTIVE COMMUNICATION IN INTERACTING WITH KEY POPULATIONS Learning Objectives By the end of this session, students are expected to be able to: a) Define the term Key Populations b) Outline groups in the Key Populations c) Explain the concept of communication in interacting with Key Populations d) Explain challenges of communication in interacting with Key Populations e) Apply techniques of communication in interacting with Key Populations Communicating With Key Population. Key population Are groups which are vulnerable and are at high risk of being affected or infected by HIV. Or Are groups who due to specific higher risk behavior are at increased risk of HIV in respect of epidemic type or control context, Also they have legal and social issues related to their behavior that increase their vulnerability to HIV. The group of key population includes; Men who have sex with men Transgender people People who inject drugs Sex workers People living with HIV The group of key population cont… Men who have sex with men These are people who engage in sexual activities with members of the same sex regardless of how they identify themselves; many of these men do not sexually identify as guys, homosexual or bisexual. Transgender people Are people who have gender identity or gender expression that differs from their assigned sex; this may include people who are not exclusively masculine or feminine Sex workers Are those people who are employed in sex industry including those who provide direct sexual services as well as staffs of such industries. These might be female, male or transgender (18 years old or above )who receive money or goods in exchange for sexual services ,either regularly or occasionally People who inject drugs(PWID) These are among the group most vulnerable to HIV infection. HIV prevalence among people who inject drugs is 28 times higher than among the rest of the population. Effective Communication With Key Population Drug use now accounts for an ever-growing proportion of those living with HIV. On average one in ten new HIV infection are caused by sharing needle. The term drug users is often used to refer to a person who illegal consumes psychoactive substance People living with HIV Are people Infected with HIV /AIDS either from birth or other means to life experience . Concept Of Communication In Interacting With Key Populations. Discussion Is the core method, participants reflects on their own experience, share with others, arise issues and plan for action together. All of the sessions are built around discussion. Through discussion people involved can be able to share different ideas. Presentations Are kept to a minimum and used only to summarize sessions or to explain facts, where participants are confused. Small Groups Are used to maximum participation in decisions. Some participants feel shy in large groups and are more comfortable in small groups. Small groups also can be used to do “task groups” Buzz Groups A small group of people that is divided from large groups to talk about ideas, solution to problem. It is hard to remain silent in group of two people. Rotational Brain Storming Is the another form of brain storming done in small groups. Each given a topic and begins by recording ideas in flip chart. BARRIERS AND CHALLENGE OF COMMUNICATING WITH KEY POPULATION Different In Perception When interacting with key population like sex workers information can be interpret in different ways and cause the barriers during communication. BARRIERS cont…….. Different In Language The use of alcohol and drugs can lead to the use of abusing language to others. This lead to misunderstanding during communication. Different In Personalities Most of people in a group of key population are more aggressive and assertive, due to this lead to difficulties during making communication with them. CHALLENGES OF COMMUNICATING WITH KEY POPULATION Closure of information. The client might give wrong information when asking questions and trying to get some information to him or her. Rejection to speak. Due to psychological problems or side effects of drugs that they use, can lead to him or her reject to speak during conversation. Provision of false information . A client may refuse to give true information with the afraid that his or her information can be disclosed. Poor participation in discussions. Due to lack of participation in speaking also lead to poor participation in a topic discussed. Concealed of interest. Failure to reveal one’s interest may lead to poor communication. Techniques Of Communication In Interacting With Key Populations Maintain relationship Through creating good rapport with the key population Accept individual’s attitude decision making of the individual should be supported Self-esteem building The personal must have enough self-confidence while communicating with the key population. Prepare conducive environment. You should prepare the friendly environment for communication. Ensure the presence of the security Person communicating with the key population must ensure the safety of the people communicating with confidentiality. Ensure the presence of the confidentiality so as to encourage the person to express their feelings ← PREVIOUS TOPICNEXT TOPIC →VIEW MODULE NOTESVIEW SEMESTER NOTESALL OPTOMETRY NOTES Need These Notes as PDF? Request a formatted copy for offline study, printing or revision. GET PDF NOTES ON WHATSAPP

OPTOMETRY · SEMESTER 1 Communication with People with Visual Impairment Communication and Life Skills START READING NOTES Contents of This Topic Effective communication in interacting wit people with visual disability Objectives 1. Definition Types of visual disabilities Signs of visual impairment 2. Concept of communication in interacting with people with visual disability 2. Concept of communication in interacting with people with visual disability….. 3. Challenges of communication in interacting with people with visual disability 3. Challenges of communication in interacting with people with visual disability….. 4. TECHNIQUES OF COMMUNICATION IN INTERACTING WITH PEOPLE WITH VISUAL DISABILITY 4. TECHNIQUES OF COMMUNICATION IN INTERACTING WITH PEOPLE WITH VISUAL DISABILITY….. Effective communication in interacting wit people with visual disability Session 6 Objectives a) Define the term visual disability b) Explain the concept of communication in interacting with people with visual disability c) Explain challenges of communication in interacting with people with visual disability d) Communicate with people with visual disability 1. Definition Visual disability : Refers to a significant impairment in vision that cannot be fully corrected by glasses, lenses, medication, or surgery, and which interferes with normal daily functioning Types of visual disabilities Visual impairment varies from shadowy vision to total blindness. Categorized by severity ( low, severe and blindness) Low vision/moderate- Reduced vision, person can still see shapes, light or large print Severe visual impairment- very limited perception of light /shapes, requiring aids Total blindness- no light perception Signs of visual impairment Squinting Tilting the head to see better Sensitivity to light Closing one eye to read well Frequently eye rubbing when not sleepy Holding book too close Consistently sitting to close to the TV 2. Concept of communication in interacting with people with visual disability Communicating with visual impairment patients involves using all available senses, emphasizing verbal clarity, touch (when appropriate)and creating a safe and respectful environment. 2. Concept of communication in interacting with people with visual disability….. The key concept are: Communication is more verbal than non-verbal because patient cannot interpret visual cues The provider should announce their presence, introduce themselves, and explain every action The environment should be safe , predictable and well described 2. Concept of communication in interacting with people with visual disability….. Tone of voice, pace and clarity are essential The patient relies heavily on auditory cues and information given orally Encourage patient autonomy(independence) – guide, but do not push or handle them without consent Communication must restore trust and dignity 3. Challenges of communication in interacting with people with visual disability Lack of access to non-verbal cues Patient cannot observe facial expressions, gestures, or body language Misinterpretation of emotional is common Fear, anxiety, or loss of confidence Visual impairment can cause: Fear of unknown Reduced trust in unfamiliar environments Anxiety in navigating new place(e.g., hospital) 3. Challenges of communication in interacting with people with visual disability….. Poor environmental orientation Difficult locating: Seats Doors Health worker Examination rooms Lack of proper orientation leads to confusion 3. Challenges of communication in interacting with people with visual disability….. Overdependence on others Patient may rely heavily on others for physical guidance Without proper guidance, communication become stressful Physical barriers Poor signage Obstacles in pathway Lack of tactile(touch) guidance 3. Challenges of communication in interacting with people with visual disability….. Provider- related challenges Use of unclear instructions Forget to introduce themselves Move objective or the patient without explaining Stigma and discrimination Some people may assume visually impaired patient cannot understand or make decisions 4. TECHNIQUES OF COMMUNICATION IN INTERACTING WITH PEOPLE WITH VISUAL DISABILITY Preparing the environment Ensure the setting is safe, calm, and free of obstacles Do not move the patient belonging without permission If you guide the patient, ask first and allow them to hold your arm 4. TECHNIQUES OF COMMUNICATION IN INTERACTING WITH PEOPLE WITH VISUAL DISABILITY….. B. Start with clear introductions Approach the patient calmly Never touch the patient without without verbal warning 4. TECHNIQUES OF COMMUNICATION IN INTERACTING WITH PEOPLE WITH VISUAL DISABILITY….. C. Use clear and descriptive verbal communication Speak on the normal tone- not too loud unless requested Describe what is happening D. Encourage active participation Ask open ended questions Allow the patient to explain their needs 4. TECHNIQUES OF COMMUNICATION IN INTERACTING WITH PEOPLE WITH VISUAL DISABILITY….. E. Use touch appropriately Touch should be gentle and professional, only after permission Inform the patient before any physical contact F. Maintain respect and dignity Speak direct to the patient not to the caregiver Do not assume they cannot understand medical information Give full informed consent explanations, using simple language 4. TECHNIQUES OF COMMUNICATION IN INTERACTING WITH PEOPLE WITH VISUAL DISABILITY….. G. Provide orientation and mobility assistance Describe the environment Allow the patient to move on their own pace H. Check for understanding Ask if they understood on what you explained I. Closing Summarize the key points Inform the patient when your about to leave ← PREVIOUS TOPICNEXT TOPIC →VIEW MODULE NOTESVIEW SEMESTER NOTESALL OPTOMETRY NOTES Need These Notes as PDF? Request a formatted copy for offline study, printing or revision. GET PDF NOTES ON WHATSAPP

OPTOMETRY · SEMESTER 1 Customer Care Communication and Life Skills START READING NOTES Contents of This Topic CUSTOMER CARE Customer Care Explain the characteristics of Good Customer Service Describe the factors for customer satisfaction List the types of Customer Services List key elements of customer care Outline and explain the basic need of customer Learning Objectives Definition Customer service philosophy 1. Be Honest 2. Think Like Your Customers Customer Service Skills in Healthcare Active Listening to Your Patient 2. Cheerful and Lively Employee 3. Creating a Positive Emotion 4. Know how to Apologize 5. Be Professional anytime 5 most important customer service skills in hospitality #1: Customer Service skills # 2: Customer Service skills # 3: Customer Service skills # 4: Customer Service Elements #1: Elements # 2: Elements # 3: Five (5) Customer Service Principles for Healthcare # 1: Customer Service Principles # 2: Customer Service Principles # 3: Customer Service Principles # 4: Customer Service Principles # 5: CUSTOMER CARE PRINCIPLES OF CUSTOMER CARE USED IN ENHANCING PATIENT SATISFACTION IN OPTOMETRY SETTING Customer Care In an optometry setting, the terms are adapted to a healthcare context where patients are also customers receiving professional services. Customer: A patient or client who seeks eye care services, such as eye examinations, prescription glasses/contact lenses, or treatment for eye conditions. They "purchase" expertise, time, and products while expecting quality health outcomes. Customer care: The comprehensive support and attention provided to patients throughout their interaction with the optometry practice, from scheduling to post-visit follow-up. It focuses on building relationships, addressing needs empathetically, and ensuring a positive experience to promote eye health and loyalty. Customer satisfaction: The patient's perception that their expectations have been met or exceeded in terms of clinical care, service quality, communication, and overall experience. High satisfaction leads to better adherence to recommendations (e.g., wearing prescribed glasses), positive reviews, referrals, and repeat visits. Define the terms; customer, customer care, and customer satisfaction Explain the characteristics of Good Customer Service Good customer service in optometry is professional, empathetic, and patient-focused. Key characteristics include: Friendliness and Approachability — Warm greetings, smiles, and a welcoming environment to reduce anxiety about eye exams. Empathy and Active Listening — Understanding patient concerns (e.g., fear of vision loss) and responding with compassion. Professionalism and Competence — Accurate diagnoses, clear explanations, and ethical practices. Responsiveness — Prompt appointments, quick resolution of queries, and minimal wait times. Personalization — Tailoring services to individual needs (e.g., frame selection based on lifestyle). Reliability — Consistent quality, follow-through on promises (e.g., timely reminders for annual checks). Courtesy and Respect — Using patient-preferred names, maintaining privacy, and valuing their time. These traits build trust and differentiate the practice. Describe the factors for customer satisfaction Factors influencing patient satisfaction in optometry include: Clinical Outcomes → Accurate prescriptions, effective treatments, and improved vision. Communication → Clear explanations of results, procedures, and costs; answering questions thoroughly. Staff Attitude and Behavior → Friendly, respectful interactions from reception to optometrist. Practice Environment → Clean, comfortable waiting areas, modern equipment, and easy accessibility. Wait Times and Efficiency → Short delays, streamlined check-in/out, and convenient scheduling. Value for Money → Transparent pricing, quality products (frames/lenses), and perceived fairness. Personal Touch → Follow-up calls, personalized recommendations, and addressing individual concerns (e.g., pediatric or senior needs). Convenience → Online booking, reminders, and flexible payment options. Meeting these leads to higher satisfaction scores, loyalty, and positive word-of-mouth. List the types of Customer Services In optometry, customer services can be categorized as: Pre-Service: Appointment scheduling, reminders, and pre-visit information (e.g., what to expect). During-Service: Reception greeting, eye examination, frame selection assistance, and on-site adjustments. Post-Service: Follow-up calls/checks, warranty support for glasses, and feedback collection. Technical/Clinical Service: Professional eye health assessments and treatments. Retail Service: Product sales (glasses, contacts, accessories) with styling advice. Supportive Service: Handling complaints, insurance processing, and referrals to specialists. Digital Service: Online portals for records, virtual consultations, or ordering supplies. List key elements of customer care Key elements essential for effective customer care in optometry: Communication: Clear, empathetic, and jargon-free interactions. Empathy and Respect: Understanding patient emotions and treating them with dignity. Professionalism: Knowledgeable staff adhering to ethical standards. Accessibility: Easy booking, inclusive services (e.g., for disabilities), and convenient hours. Personalization: Customized care plans and product recommendations. Efficiency: Timely service without rushing the patient. Feedback Mechanisms: Surveys or open channels to improve services. Teamwork: Coordinated efforts among staff for seamless experiences. Outline and explain the basic need of customer According to Maslow's hierarchy adapted to customer needs (or general service models), basic needs in optometry include: Physiological/Safety Needs: Accurate eye care to protect vision health; safe, hygienic procedures. Security and Trust: Confidence in the optometrist's expertise, data privacy, and reliable outcomes. Belonging and Esteem: Feeling welcomed, respected, and valued (e.g., personalized attention boosts self-esteem). Information and Understanding: Clear education about eye conditions and options. Convenience and Comfort: Minimal discomfort during exams, easy access, and supportive environment. Resolution of Problems: Quick handling of issues like ill-fitting glasses. Meeting these foundational needs ensures patients feel secure and cared for, paving the way for higher satisfaction and loyalty. CUSTOMER CARE Learning Objectives By the end of this session students should be able to: Define Customer Care Describe Customer Care Philosophy Describe the Customer Service Skills in Healthcare Describe five Customer Service Principles for Healthcare Definition Customer Care: Treating customers with respect and kindness and building an emotional connection with them to ensure their satisfaction with your services. It’s about meeting their emotional needs and fostering relationships. It’s something that can, and should be, handled by everyone. Customer service philosophy Summarized by the word “APPLE”. Approach customers with a personalized, warm welcome. Probe politely to understand all the customer's needs. Present a solution for the customer. Listen for and resolve any issues or concerns. End with a fond farewell and an invitation to return.” 1. Be Honest While we, of course, want to make our customers happy, we don’t take a “solve every possible issue to delight customers” approach: be honest. 2. Think Like

OPTOMETRY · SEMESTER 1 Communication And Life Skills Communication and Life Skills START READING NOTES Contents of This Topic Session 1. learning objectives Definition of Communication Importance of Communication Management Office Therefore Communication is necessary to: Different Methods/Forms of Communication Communication can either be: People often say one thing but seem to feel a different way Communication can also be categorised according to the nature of the communication process, as follows: Evaluation 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 38 39 40 41 42 43 44 45 46 47 48 Session 1. Introduction to Communication Skills 1 learning objectives Explain the importance of communication Describe different forms of communication Describe different methods of communication 2 Definition of Communication Communication Process in which message is conceived, organised, transmitted, received and responded to OR Process of exchanging information, thoughts, feeling , idea, instructions or knowledge Effective Communication Process in which message is effectively conceived, organised, transmitted, received and responded to 3 Importance of Communication 4 Management Helps in building effective relationship within an organization. Without timely communication of accurate information, management cannot effectively conduct its function of organizing, directing, controlling and coordinating the activities of organization Helps in relationship outside organization in order to maintain its external relationships 5 Office It helps office to receive, record and process information It helps to communicate the processed information to the management so as to make timely decision It helps the office to communicate the management decision to different levels of staff and outsiders 6 Therefore Communication is necessary to: Share knowledge and experiences Build relationships Motivate Inform Teach Persuade Entertain Inspire Giving or receive direction 7 Different Methods/Forms of Communication 8 Communication can either be: Verbal: through spoken words Non-verbal Gestures (smiling, leaning forward, nodding) The way we stand The way we sit Facial expressions Silence Eye contact 9 People often say one thing but seem to feel a different way Crying while saying, ‘I am fine’ Saying that you are listening when you are not making eye contact with the speaker and you are looking all around the room while the speaker is talking Saying that you are not bored or tired when you are yawning 10 Communication can also be categorised according to the nature of the communication process, as follows: Interpersonal communication: it involves more than one individual; it may be between two people or among many people. For example in group meetings, interviews, conversation among individuals or memos to members of staff. Intrapersonal Occurs within an individual Involves thoughts, feelings, and the way a person looks at himself/herself Sender and receiver are the same person The channel is the individual’s brain, processing the thoughts and feelings 11 Evaluation What is communication? What is effective communication? What is the importance of communication? What are the forms of communication 12 13 session 2. Media of Communication 14 learning objectives Define media of communication Explain types of communication media Explain advantages and disadvantages of communication media Describe factors influencing choice/selection of communication media 15 Media of communication are those channels that the message passes to get to the target receiver or audience. 16 Types of Media of Communication Some of the commonly used media are; Written medium: Involve transmitting a message in a written form, for examples; Books, articles, letters, newspapers, memos, reports, email, notes,short text messages and social media Visual medium: Relies on the eye for impression and information, for examples; use of diagrams, symbols, posters, pictures, billboards, projected images and sign languages 17 Media of communication cont……………………. Oral medium: Message is passed by words of mouth, for examples; Telephone calls, face to face conversation, radio broadcast, group discussion and speeches Audio medium: This involves electronic media employing sound signals, for example the use of radio Audio-visual medium: This involves electronic media employing a combination of sight and sound signals (Audience can see and hear), for examples; Television, teleconferencing and films 18 Advantages and Disadvantages of Communication Media 19 Written medium Advantages: It provides a permanent record of information It is widely accessed compared to other media Facilitates organisational performance by standardisation of standards, formalisation of appointments and delegation of duties It binds legally-whatever is agreed in on, put in writing and signed becomes a formal commitment supported by the Laws Disadvantages: Costly in terms of time, energy, material and logistics Quick clarification is not available (feedback) Requires skills and competence in the use of language and vocabulary 20 Visual medium Advantages: Wide reach Simple, high status with standardised meaning Saves time Disadvantages: They are risky-based on the trust that the audience has a capacity to interpret signs intended by a sender 21 Oral medium Advantages: Provides high level of understanding and transparency Flexible- adjustments and changes can be done during presentation Feedback can be given immediately It is cheap It is a common medium used in conflict resolution It promote friendly relation Better medium for transmitting private and confidential information 22 Disadvantages of oral medium Has no immediate permanent records, It rely only on oral communication which may not be sufficient in business settings 23 Audio medium Advantages: Medium to wide reach High status Good for simple messages and slogans Relatively inexpensive (compared to Audio-visual media Can help to generate interests, awareness and excitement Disadvantages Programmes not always on at convenient times No room for interaction Audio only, no visual communication 24 Audio-visual medium Advantages: Self-sufficient-it employs visual image back-up for audio presentation It has long lasting impact (images aid retention) It has broader catchment Disadvantages: Limited chances for clarification and feedback Risks of communication breakdown Expensive Not everyone has a television set 25 Factors Influencing Choice of Communication Media 26 Reliability Effective communication is that which links the sender and the audience well. One should consider the channel chosen is reliable. For example it is pointless to send a message that will not be delivered to the intended recipient. Receiver The choice