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What does it mean to upgrade your lifestyle? What does it mean to upgrade your eye care? These were the discussion points for a conversation I recently had with Dr. Darryl and Dr. Jenn of Defocus Media. Johnson & Johnson Vision sponsored an episode of Optocribs where I take you through an upgraded experience at Zak, our Los Angeles based boutique private practice. I seek upgraded experiences in all aspects of my life and this philosophy extends to my patient care.
Below you’ll find our interview and key points of interest!
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UPGRADE YOUR LIFESTYLE: Zak Office Tour
3:30 — OFFICE TOUR
Come take a tour of our office! At Zak, we are trying to provide a different experience for patients. We have a thoughtfully designed store with lots of natural light to bring in good energy + light the space. We also offer our Zak line of beautifully designed affordable frames in size key shapes.
4:31 — ZAK FRAME LINE
Take a peek at our Zak ophthalmic frames and learn a bit more about our location. We are located on Fairfax Ave which is the streetwear capital of America. Streetwear has exploded into a multibillion dollar industry and the Fairfax neighborhood of LA has transformed into a hub. This brings a a hip energy to our location and the vibe of our store is super LA — relaxed, casual, and cool.
6:16 — OFFICE DESIGN
Our upgraded experience includes thoughtfully designed elements like our large circular mirror. This serves as a place for patients to view frames and also take selfies. Being intentional about creating social share moments is important to help with brand awareness.
7:05 — CARROT JUICE!
We are all about the upgraded experience so prior to COVID, we offered patient fresh carrot juice. Carrots are rich beta carotene which the body converts into Vitamin A. Vitamin A supports retinal health and our vision in low light. This is a super unique offering and a key way we upgrade our experience to incorporate holistic health — nutrition, ocular health, and taking care of the whole person!
8:43 — PRE-TESTING
Once our patients check-in, we take them through our pretesting experience. We are focused on providing concierge level service for our comprehensive eye care experience. We don’t double book patients and are able take them from check-in to pretesting quickly for this reason. We use the Nidek + Marco electronic system so that we can offer our patients a truly state-of-the-art eye care experience.
9:45 — CURATED FRAMES
Not only do we offer our Zak line, we offer a curated collection of bespoke, independent eyewear. We like to offer funky, unique pieces that our patients will love for years to come. Jaques Marie Mage aka JMM is one of our best selling independent frame lines.
11:12 — ONSITE LAB
We are able to offer patients a quick turnaround for their glasses which allows us to compete with larger players in the space. Additionally, we offer custom tints so patients know they’re able to customize their glasses. This allows us to be a true boutique optical experience.
12:10 — OPTOS RETINAL IMAGING
At Zak, we provide the highest standard of care. Optos Retinal Imaging is included as a part of our exam because we value ocular health above all else. We use an illustrated human eye picture to help patients visualize the back of the eye and understand the retinal image.
14:35 — EXAMINATION ROOM
We use Marco/Nidek equipment because state-of-the-art technology is an important part of our patient care experience. The exam room reflects the Zak brand and elements like our custom wallpaper bring the cheekiness of the brand to life.
UPGRADE YOUR PATIENT CARE
From there, I had a wonderful conversation with Dr. Darryl and Dr. Jenn about the specifics of how we upgrade the patient experience.
18:34 — UPGRADING THE PATIENT’S LIFESTYLE
When talking to patients, I love to use the work “premium” to position our offerings as the best of the best. I educate patients about differences between standard and premium products to help them understand the latest lens technology. I discuss premium contact lens upgrades like the Acuvue Oasys 1-Day lens which is not only a comfortable lens, but has the most UV protection of any daily disposable on the markert Additionally, I offer this lens upgrade to existing wearers who have dry eye. I also discuss the blink stabilization design of Acuvue Oasys 1-Day for Astigmatism and how that differs from other prism ballast lens designs. It’s important that patients feel they are presented with the most up to date information from us as eye care professionals because we are the experts.
22:30 — DAILY DISPOSABLE CONTACT LENSES
Only 34% of Americans are prescribed daily disposable contact lenses. I think many doctors struggle with the higher price point of an annual supply of daily disposable lenses compared to an annual supply of an extended wear lens. However, price becomes negligible because most patients aren’t transitioning into full time daily disposable contact lens wear. Addtionally, there is no cost for contact lens solution and cases. As doctors, it’s our job to educate patients and illustrate how daily disposable contact lens wear can fit within their lifestyle.
26:00 — PATIENT EDUCATION: COMFORT
It is our job to ensure we provide patients with options that provide clear, comfortable vision. I ask patients “How long can you comfortable wear your contact lenses”? This question can help you detect patients who are suffering in silence and not in an optimal contact lens product.
30:00 — PATIENT COMFORT COMPARISON
I like to let patients evaluate daily disposable contact lens comfort for themselves. This is my philosophy because this is how I was able to determine CL comfort for myself as an optometry student. I’ve found that direct experience provides patients with appropriate frame of reference in regards to comfort.
32:00 — PRESCRIBING FOR YOUR DEMOGRAPHICS: THE DIGITALLY SAVVY CONSUMER
Your prescribing philosophy has to align with your patient demographic. Our patients at Zak are technologically savvy regardless of age. I like to involve these patients in their medical decision making so they feel heard and supported during the examination.
37:00 — CONCIERGE STYLE CARE
At Zak we believe in taking a concierge approach to patient care. We like to follow-up with our patients and allow enough time for examination and to discuss any contact lens issues that may have arisen during the CL trail period.
42:00 — MULTIFOCAL CONTACT LENS OPTIONS
Only 37% of patients over the age of 40 are prescribed contact lenses. Our patients in their 40s may not know there are multifocal contact lens options available. I present a lens like Acuvue 1-Day Moist Multifocal as the solution to their near issues. I use the information from the history to ensure that the lens solves their visual demands. Multifocal daily disposable contact lens options offer flexibility for patient to switch between glasses and contact lenses.
52:00 — UPGRADED LIFESTYLE.
Offering a full-service experience allows us to upgrade the eye exam experience. This makes patients prioritize their ocular health + ocular health care.
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