HWAY is based on the simple concept that for us to consider all visual solutions, we need to know a lot more about our patient.
The concept: Once we know, by the patient’s own admission, that they are involved or participate in a particular activity, we can enhance performance by offering the best visual solution for the task.
The only “tool” required is a simple form. Ticked off preferably by your staff because it takes so much longer if the patient does it. HWAY is ideally handled by staff at the pre-exam station or in the waiting room.
HWAY Questionnaire (flexible)
Please tick if you favour any of these activities:
- Play bowls
- Play golf
- Fishing
- Hunting
- Read in bed
- Like fashion
- Do cross words
- Sow or read in front of the TV
- Watch TV in bed
- Computer work
- Play a musical instrument
- 12. Cycle
- Jog
- Hike
- Scuba dive
- Like birding
- Like to cook
- Drive a lot
- Paint
- Play padel
Once the information is in Humint online software for optometry, it is easily accessible via the “Grab a heart” button. A platform is created to discuss prescription options beyond the patient's chief complaint. It is as if we were permitted to do so.
Key Moments
This concept supports the undeniable truth that; ‘no single optical correction can fulfill all visual functions.”
Key moments of truth now arise to sell ‘lifestyle spectacle prescriptions’.
- The optometrist picks up on this in the consulting room, using the tactic of open questions. At the very least, the patient can be informed that various lifestyle optical corrections are available.
- The optometrist should make a point of mentioning the HWAY interest to the dispenser, even based on “tell them more about it” or find out if Mrs Jones would like us to send her more information on scuba corrections.
- The dispenser should, as a matter of routine, go into Grab a Hart and pick up on the information. This supports our culture of emotional labour. We care. I know you. You belong here.
- Here is the most important one: The optometrist joins the dispenser at some point during the frame selection procedure and picks up on the HWAY concept – what it is, what we can do for them. “ I see Mr Jones is a golfer. Have you mentioned the lenses available for golf as well as the specialised coatings to improve his game?” The keywords are to improve the game – improved performance.
- During the phone call to inform them that their glasses are ready, the opportunity arises again to mention their activity. Mrs Jones, I see you enjoy Birding. Please let us give some information on selecting binoculars when you come in.
- At the collection station, there is yet another opportunity to include the appropriate pamphlet and tell them, “ Let me show what we can do for you next time you come in.” This indicates to the patient that they can obtain information by asking questions without any obligation to make a purchase.
HWAY is set up in the “Grab a Heart” module in Humint online software for optometry. It's just one click away to access the patient’s emotional details. It allows for easy access to information, enabling us to demonstrate our relationship with the patient at every opportunity. We care. I know you. You belong here. Emotional labour at work.