How to Identify Spam

There has recently been a wave of ransomware programs affecting our clinics. Ransomware is a type of software that locks access to your system until a ransom is paid. We want to ensure that our clinics are diligently using best practices when working within their system to ensure that their patient data remains safe.

The most common way for ransomware to access your system is through email. Spammers have developed clever ways to prompt you to click on a link or provide personal information. We want to ensure that our clinics minimize risk by following a few simple tips.

  • Ensure you recognize the sender name AND email address for incoming emails. Malware email addresses may look as though they are coming from a reputable source, but the email address itself will be a few characters off.
  • Verify the sending address for any emails which request account information, password resets, or warning messages regarding accounts on other websites. When in doubt, call the source directly to confirm the email.

Viruses can strike anywhere and can be inadvertently passed through networked devices, so ensure these measures are used both at work and at home. Ensuring these practices are followed helps protect the overall security of your clinic and your patient data.

Collecting Verbal Consent

In today's age of technology, gathering consent to contact your patients electronically is of the utmost importance in retaining and growing your client base. Collecting consent, especially deliberate consent, typically works best at the Front Desk during the check in process. 
Deliberate consent can be acquired in either written or verbal form. It is ideal to have documented policies in place to maintain consistency in the retrieval of electronic consent, especially if you decide to collect it verbally. Verbal consent should be acquired with a few generic questions that cover the consent guidelines. 
  • Do we have your permission to contact you through email and/or text message? 
  • How would you prefer to receive communication from us? 
  • Are you interested in receiving occasional updates about our clinic?
It is best practice to enter the consent information into Visual-Eyes as the patient provides it to you. For more information on setting up and utilizing the consent module, please click HERE

New Exam Features

Our development team works hard to continuously make improvements to Visual-Eyes in order to maximize efficiency for our clinics. Recently there have been some great features added to the Exam module that we are excited to share with you.
Directly within Exam, you can now create billings and recalls, recommend invoice items, and view pre-test history. You can read more about these additions HERE.
Implementing these new features into your clinic can accelerate procedures, saving you time and money. For additional information, you can view the New Features in Version 6 - Apr 2017 webinar.

Collection Call Strategies

When a customer has an outstanding balance on their account, the most effective method to resolve the situation is to speak with them over the phone. By implementing the following strategies, you can create a confident and successful collection call.

  1. Avoid collection calls altogether by receiving payment before the customer leaves.
  2. Have a specific team member administer the collection process.
  3. Have records handy with the account details.
  4. Do not leave voice mails.
  5. Actively listen to the customer's complaints and let them acknowledge the debt.
  6. Make it easy for customers to pay you by taking credit card payments over the phone.
  7. Be empathetic.
  8. Get the customer to commit on a specific payment plan.

Regardless of how professionally you handle the call, customers might be upset, embarrassed, or frustrated. Remember your goal is not only to collect payment, but to acknowledge any complaints, rectify discrepancies, and to maintain or repair the relationship with your customer.

How CASL Affects your Clinic

Does your clinic send electronic communications, such as emails and text messages, to patients? As of July 1, 2017, Canada's Anti-Spamming Law (CASL) will be in full effect and there are two key points to be aware of with regards to your practice:

  • Implied Consent - Unless you have "Deliberate Consent", you are only eligible to contact a patient electronically if they have done business with you in the previous 24 months.
  • Private Right of Action - An individual will have the right to take legal action against an organization or its employees for a violation of CASL.

For more information on what CASL fully entails, you can visit Canada's Anti-Spam Legislation website.

Visual-Eyes and Visual Connect are fully CASL compliant. It is considered best practice to obtain "Deliberate Consent" from your patients using the Visual-Eyes consent module.

The Computer Life Cycle

Proactively replacing your computers is key to keeping your office running at its most efficient.

Generally speaking, most IT professionals agree that a computer should be replaced every three to five years. Though it is possible that your computer may last past this age, the likelihood of experiencing issues or complete failures increases, which can cost you more in the long run.

Our Hardware Requirements Guide will provide you with recommendations and minimum requirements for devices running Visual-Eyes. We are always happy to review any quote you may receive when purchasing new equipment to make sure it does not fall below our requirements.

When it does come time to replace or upgrade a computer, scheduling a booked call with one of our Technical Support Agents (403-314-1322 ext 1 or will ensure the transition goes as smoothly as possible.

Exam Recovery

Visual-Eyes gives you the ability to recover exams that you may not have had the chance to save or if the exam was started on the wrong patient.

Our exam recovery tool is a great feature for anyone that happens to experience a power outage, intermittent network issues, or inadvertent data entry errors.

For details on how to use this function, please click HERE.

Please let us know if you need any help using this tool or have any further questions!

Using Job Order Packages

Do you run periodic promotions at your clinic or have special pricing situations? There are many different discounts that can be applied to glasses or contact lens orders within Visual-Eyes.

An easy way to track discounts and make sure that they are implemented consistently is to use customizable pre-defined Rx or CL packages. Pre-defined discounts can be set by percentage rate or dollar value. They can also be used to discount all or part of an order, for example a frame but not its lenses.

There are many advantages to using order packages. They are easy to apply which creates more consistency in their use and accuracy in their values. They can also be tracked using the Package Usage reports from both the Rx and CL reports section. These reports will not only show the total number of times each discount is used, but the total discount amount given within a certain time period.

To see how these packages can be customized, used and reported on, please view our webinar on order packages HERE.

Does your clinic have an Inventory Scanner?

With our preferred scanner, a full inventory count can be completed in a fraction of the time it takes using traditional pen and paper methods. Visual-Eyes is able to compare the list of frames you have scanned from the board to what is listed as in stock within Visual-Eyes. This saves your team time during the physical inventory process and afterwards during routine procedures by ensuring that your team is using an accurate inventory list in Visual-Eyes.

To chat with us to see if an inventory scanner is right for you and your clinic please contact the Visual-Eyes Training and Sales Department at 403-314-1322 ext 3 or .

For information about how to setup and use your inventory scanner click HERE. If you would prefer that we set up the scanner for you, do not hesitate to contact our Technical Support department at 403-314-1322 ext 1 or

New Year, Fresh Start

Do you have a New Year's Resolution for your clinic in 2017? Are you looking to grow your patient base, reduce your A/R, or improve your recall management? Now may be the perfect time for you to schedule a Visual-Eyes refresher training session!

Our Visual-Eyes Practice Consultants can help:

  • Rejuvenate the current talent you have in the clinic.
  • Ensure that new staff are using Visual-Eyes to its fullest capacity.
  • Review and modify current clinic processes to ensure you are operating as efficiently as possible.
  • Keep you and your staff up to date on the latest and greatest features available within Visual-Eyes.

For more information or to book a refresher training session, please contact our sales department at 403-314-1322 ext 3 or