Eye Care and Vision Associates enhances customer service

Crowded doctor's offices make it difficult for patients to complete the paperwork loaded on a clipboard. Anxiety increases as patients struggle to complete the forms and wonder how long they will have to wait to see the doctor.

Patients at Eye Care and Vision Associates have addressed this issue by launching a pilot program focusing on patient care. A patient liaison is stationed in the waiting room to focus on patient needs before they enter the examining room.

ECVA employee Paulette Manns acts as a buffer between the staff and doctors and advocates for the patient.

"The patients really appreciate my presence - it makes them feel less like a number," she said.

ECVA is striving to improve the quality of patient care. In a time when medical offices are using more technology and less staff, ECVA is committed to providing personal service in addition to the latest technology.

The program, started on a part-time basis, was a success at ECVA's Williamsville office, 1 Hopkins Road, and ECVA is in the process of fully staffing the position for all four of its locations, located in Hamburg, Niagara Falls and Buffalo.