Clinical Report: Enhancing Ophthalmic Care Through Patient-Centered Design

Overview

See Vision Eye Institute in Palm Beach County, Florida, has developed a new 15,000-square-foot facility integrating clinic and surgery center to elevate the patient experience. The practice emphasizes personalized care, continuity, and team culture to ensure patients feel valued and comfortable throughout their ophthalmic journey.

Background

Patients often perceive ophthalmic care as rushed and impersonal, which can impact satisfaction and outcomes. See Vision Eye Institute aimed to counter this by designing a facility and care model focused on the patient journey from appointment scheduling to post-surgical care. The practice integrates clinic and surgery services in one location and prioritizes hiring and training staff to enhance patient comfort and engagement. This approach reflects a growing trend in healthcare to deliver more personalized, seamless, and compassionate care.

Data Highlights

The new facility spans 15,000 square feet, with the first floor dedicated to the clinic and the second floor housing the surgery center. Patients receive text notifications when it is their turn, allowing freedom from waiting room confinement. Staff aim to say each patient's name at least three times during visits to foster personal connection. Ophthalmic technicians remain with patients throughout their visit, providing all testing and education to enhance continuity and comfort.

Key Findings

• The integrated clinic and surgery center model reduces fragmentation, allowing patients to interact with a consistent care team across settings.
• Patient check-in includes collecting cell phone numbers to send text alerts, minimizing waiting room stress.
• Staff intentionally use patients' names multiple times during visits to personalize interactions and improve rapport.
• Ophthalmic technicians are cross-trained to perform all necessary testing and education, remaining with patients throughout their visit to build relationships and improve efficiency.
• Management roles overlap and collaborate closely to support both staff and patients, fostering a positive team culture that enhances patient experience.
• Soft skill development is emphasized among staff to ensure patients feel safe, heard, and confident in their care.

Clinical Implications

Integrating clinic and surgical services with a consistent care team can improve patient comfort and continuity in ophthalmic care. Employing strategies such as personalized communication, minimizing waiting room time, and cross-training staff enhances patient engagement and satisfaction. Fostering a supportive team culture and emphasizing soft skills are critical to delivering compassionate, patient-centered care.

Conclusion

See Vision Eye Institute’s patient-centered facility design and care model demonstrate that thoughtful integration of services, personalized communication, and strong team culture can significantly elevate the ophthalmic patient experience. This approach may serve as a model for practices aiming to improve patient satisfaction and outcomes.

References

1. Gorscak J et al. 2024 -- Elevating the Patient Experience at See Vision Eye Institute