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When consulting practices, I often come across a special need: Sometimes it’s a need for a set of Debtors letters; sometimes it’s help with managing petty cash or daily banking or even just a follow-up slip for the lab. Over the years I have designed a few useful tools for use in the Optometric practice and for managing staff.
Please  find below a list of our FREE download tools. Should you need any assistance with the use of any of them, please feel free to email me for assistance: daleen@vangon.com
I will from time to time upload new tools or update outdated ones. Watch this space!
Toolbox
Word documents:
- SMS Text
A series of customer-friendly text messages consisting of 160 characters to send to patients / customers for various reasons
- Repair Slip
Handy slip designed to put into a job tray when a “repair” goes to the lab. I have not converted it to PDF format as you may need to change a few things on the form.
- Customer Service Letters
A set of letters to send to patients for various reasons – from apologising for poor service to thanking them for a referral and many more. Use extracts of these letters or use them as examples for the ones you need to compile.
- Debtors Letters
A series of Debtors letters to assist your debtors clerk with his/her duties in communication on a professional level with your customers
- Maternity leave information
I am often asked about the rules and regulation of maternity leave. This document will provide you with a very short summary of everything you need to know when your staff (of you, the employee) needs to apply for maternity leave
- Patient Information Sheet - Afr & Eng (Also open pdf number 18 to ensure that the format is correct)
A detailed patient information sheet / questionnaire (English and Afrikaans) that includes marketing questions, asks for an email address and most of all, supplies the latest National Credit Act requirements.
- Check List
We often fail to see the critical things that our customers see every day because we live with it on a daily basis. Use this check list to ensure that all the corners in your practice are looked after regularly.
- Service Recovery Letters - DVN training July 2008
Download the samples for Service Recovery letters as discussed in the DVN training in July 2008 here.
Excel documents:
- Petty Cash
A Spreadsheet to easily manage your monthly petty cash without having to worry about finger errors!
- Daily Banking – 1 Till
Mistakes are made during the banking process when a calculator is used. This sheet allows you error-free calculations during this much-needed daily process
- Daily Banking – more than 1 Till
When you have more than one person using a till, it is advisable to balance each till on it’s own before combining the totals. That in itself sounds like too much work. By using this sheet, all the calculations are automatically done for you!
- Creditors Reconciliation form
Another handy tool to assist you in dealing with your creditors and keeping track of payments and credit requests. Print it out and file it with your monthly statement for easy reference.
PDF Formats:
- Performance Management
Do you know what motivates your employees? Do you know how they feel about their jobs and their performance? By using this manual to do performance appraisals on your employees at least twice a year, you will be amazed at how positive they can be – without a 30% increase in salary!
- Daily Attendance Register
Part of the wage act states that a daily attendance register must be kept in the business where the employee must sign in and out every day.
- National Credit Act – words for your master file
From the 1st of June 2007 it became law to inform your customers about every detail regarding payment of their account. (We were supposed to do it anyway!) You also need to have a signature of the customer permitting them to hand them over should they fail to settle your account in full. If you do not have this in writing, you will no longer be able to collect such outstanding debt. This document designed by Mr. Ruahan Naude from Dynamic Vision, is a good example of what the wording should include.
- Sundry & Contact lens order forms
By printing out these pages and binding it into a booklet, you will have a nice, detailed order book for all your frames, spares and contact lens orders.
- Follow-up slip for jobs on hold
This is my personal pet hate! It is also the biggest reason for poor customer service if not managed 100%. The saying goes: Out of sight, out of mind. Exactly what happens to jobs on hold! Please use your diary to manage this process and to tell you when to make that follow-up phone call and keep this slip in the job tray to allow everybody to know what’s happening if you are not there.
- Final checking in the lab
Before allowing a pair of spectacles to leave your practice, ensure that you have checked EVERYTHING! By using this little slip on each pair, the possibility of ever letter an error slip through is very small.
- Medical aid confirmation slip
Most medical aids are moving towards online checking of contributions. However, there are still a few that we need to call. Use this slip when calling the medical aid the day before the patient’s visit. It will assist you to ask the correct questions and impress your customers with all the information on the contribution of their medical aid towards their spectacles.
- Patient Information Sheet - Afr & Eng (Also available in Microsoft Word format)
A detailed patient information sheet / questionnaire (English and Afrikaans) that includes marketing questions, asks for an email address and most of all, supplies the latest National Credit Act requirements.
- Disciplinary Reports 2008
I am not aLawyer; I am not a Labour consultant; as a matter of fact – I am not even clever! Please use these tried and tested forms wisely and as a mere guideline to disciplinary hearings. Keep copies and ensure that the signed copies are safely stored at al times.
I take no responsibility for any disciplinary hearings (based on this information) going legal!
- Customer Complaint form - DVN Training - July 2008
Use this form to route customer complaints and to ensure that it's dealt with according to your Customer Complaint Policy.
- Customer Complaint Process - DVN Training - July 2008
DVN Training July 2008 - Follow this process when dealing with customer complaints to ensure that their complaints are turned into compliments!
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