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Less than 2 meters but not touching Less than 2 meters and touching More than 2 meters, no PPE At door hand sanitiser Customer Journey Optics • Complete triage and record details in the COVID-19 Triage Form • Confirm if RemoteCare or physical consultation is required • Explain the new RemoteCare process and book the appointment • Confirm appointment time 1. Booking 3. Meet, Greet and Triage 2. Pre-visit Consultation 4. Check-in 5. Diagnostics 7. 3-Way Handover 8. Product Selection 9. Purchase 10. Collections 6. Sight Test • Validate information already captured and ask any additional questions • Confirm most appropriate next steps • If a test is required, confirm type (Private, NHS ,PRSI, MED CARD, Corporate voucher) • Recommend OCT (for customers 25yrs+) • Capture any remaining customer details you need including email and mobile number and GDPR consent • Complete Lifestyle questionnaire. If the customer wants to try CLs, please arrange to have a pair of diagnostics ready for their visit • Save all information in the History and Symptoms section in the customer record • Use the information to discuss dispensing requirements • Explain the options, offers and costs involved • Encourage use of virtual try-on at home (if possible) or browse the website and let us know of any styles they like • Colleague stands at door to welcome customers, check for Covid-19 symptoms and risk and offer hand santiser upon entry • Ensure there are not more than the agree number of people in store • If the customer does not have an appointment, complete COVID-19 triage and advise as necessary • Explain floor marking, use of PPE and cleaning routines • If a pre-visit consultation has taken place, please collect all relevant paperwork • If this was not possible, please collect the completed COVID-19 Triage form and TR form and ask the customer to complete the Case History Self Capture and Lifestyle Questionnaire • Put on PPE as required • Colleague to wipe down each piece of equipment in front of the customer • Explain and conduct diagnostic tests: Auto –refraction, OCT (for customers 25yrs+), Digital retinal photography (all customers where possible), NCT (when permitted) • Wipe down each piece of equipment at end and then dispose of, or disinfect relevant PPE • Optom requests visual fields test only where indicated (complete immediately if room is available) • Optom confirms recommendation and next steps to customer and colleague • Put on PPE as required • Refer to the lifestyle questionnaire and any notes on the customers record • Remind customer of the price ranges and confirm their preference. Confirm the best offer to suit their needs • Sanitise and wipe each frame after the customer has tried it on before putting it back on the rack • Wipe down dispense desk, chairs, FReD and iPad before and after use • Use VDT to capture measurements • Record all necessary measurements for a successful express collection/home delivery • Confirm collection / delivery date • Book aftercare call • Wipe down card payment terminal before presenting it to the customer • Take full payment • Remind customer of the price ranges and confirm their preference. Confirm the best offer to suit their needs • Wipe down card payment terminal after the customer is done if payment is not contactless • Complete the home/express delivery • Phone the customer at time arranged to check how they are getting on with their glasses • Book RemoteCare consultation if needed • If the customer needs to attend store complete the meet, greet and triage process • Wipes dispense desk down and chair before customer sits down • Find glasses for customer • Sanitise hands and collect glasses • Don PPE as required • Wipe down frames and case in front of customer • Fit frames, check comfort and vision • Wipe down frames before putting them in the case and handing them to the customer • Wipe down each piece of equipment after customer is done and remove and dispose of or disinfect relevant PPE • Optom to read and enter any relevant information about history, symptoms and lifestyle as well as diagnostic results before inviting customer into room • Optom puts on new PPE • Wipe down each piece of equipment before the customer sits down • Complete eye test • Make recommendations based on needs and preferences and note this on TR record • Attend to any CL related requirements indicated • Conduct 3 way-handover as explained in next section • Update records on system (after px has left the room) • Wipe down each piece of equipment and then remove and dispose of or disinfect relevant PPE Ensure the customer is assisted throughout their journey Hand sanitiser Frequent hand washing Wipe down of equipment Social distancing Visor Gloves Face Mask Apron
