Authors
David Webleya
Zoe Bulla
Jamie Lyleb
Affiliations
a – CooperVision Int.Ltd
b – Verve Partners Ltd.
Purpose
Eye care professional (ECP) recruitment remains challenging across Europe and practice support staff (PSS) retention is important in managing costs. How practice teams enjoy elements of delivering patient journey and positive patient outcomes may factor in determining workplace-satisfaction.
Method
A 10-minute, 23-question quantitative online survey using a novel ‘heatmap’ method. Respondents were shown a typical practice layout and questioned about; which areas deliver positive and negative patient outcomes, time-spent, and job-satisfaction in tasks undertaken there. Perceived patient experience was determined by a net scoring system (positive impact minus negative impact).
Results
746 respondents took part (479 ECPs, 267 PSS) across 6 countries: UK (n=150), Germany (n=157), Italy (n=155), Spain (n=156), Sweden (n=68), Netherlands (n=60). 38%/62% multiple/independent practice split.
The greatest proportion of working day time was taken with clinical work; advising on eye-care needs 11.7% (13.1% ECP/9.1% PSS), conducting eye examinations 10% (10.9% ECP/8.5% PSS), teaching application-and-removal of CLs (A&R) 9.6% (10.7% ECP/7.6% PSS). Time dedicated to professional development was higher in UK (10.7% UK vs 6.5% average. p<0.05)
Time spent conducting clinical tasks was most enjoyable; advising on eye-care needs 37% (41% ECP/30% PSS), A&R 30% (33% ECP/26% PSS), conducting examinations 28% (31% ECP/22% PSS). Functional tasks were the biggest sources of frustration (cleaning and maintaining equipment 17% (15% ECP/19% PSS), contacting customers about appointments 16% (17% ECP/12% PSS), recruiting/managing staff 16% (19% ECP/10%PSS).
In delivering good patient experience, the consulting room (16%), reception desk (15%) and pre-screening rooms (14%) ranked highest. Entrance area (3%), dispensing area (3%) and CL teach area (5%) ranked lowest.
Within the CL patient journey, lowest satisfaction was with CL stock levels (36% satisfied) and trial banks (38% satisfied).
Conclusions
Outsourcing/automating functional tasks could improve workplace-satisfaction for the practice team. Working with CL suppliers on stock levels and trial bank availability may help improve CL journey satisfaction.