This feature in Humint online software for optometry is designed to give the patient an immediate sense of belonging at every contact with the practice. A strong component of emotional labour.
1. All the ticked comments in the 'Hello Who Are You' form are transferred into the 'Grab a Heart' file. Such as:
- Sowing
- Plays bowls
- Fanatical golfer
- Etc.
When the patient calls in, this information is just a click away and can be immediately referenced in the conversation. This amplifies the sense of belonging – ‘they know me’.
2. Comments are captured into the Grab a Heart file by the optometrist during the consultation. This can be anything of clinical importance, or otherwise, such as:
- Anxious about new glasses
- Early lens changes
- Early AMD
- Consider multifocal next time
- Changed jobs
Any follow-up contact with the patient allows the optometrist to engage in a relatable conversation at the outset, which gives the patient the sense of: “You know me.”
There are no strict rules with Grab a Heart. Any information that will allow one to “connect” on the spot next time. For example:
- Sorry, we were running late when you were here last time
- Are you still a keen bowler?
- You were thinking of moving to another suburb.
The true value is the fact that the ‘Grab a Heart’ information is just a click away, instantly accessible.