Tag: Optometry practice management

Optometric Practice Management Systems in Canada: The Survey Says…

Human Resources, Independent SightLines, Leadership, Practice, Technology

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Optometric Practice Management Systems

Understanding State of Practice Management Systems in Canadian Optometry   

In a recent independent survey of 167 Eye Care Professionals (ECPs) across Canada, Eye Care Business Canada asked users of the leading Practice Management Systems (PMS) to rate their awareness of and experience with the leading Canadian PMS brands.

The online study was conducted in February 2025 targeting optometric practice owners, managers, and system users in an optometric practice setting. Respondents were proportionally represented across all regions of Canada, ensuring a broad national perspective. The survey was conducted in English only.

Independent optometric practices represented 87% of all respondents, of which 4% operated in more than five locations.

Among many usage and attitude questions, the survey also measured Net Promoter Score (NPS), a widely used marketing research method to measure client satisfaction with a product or service based on the simple question: “How likely are you to recommend this service to a friend or colleague?”

A positive NPS (above 0) suggests that a system has more loyal advocates than detractors, while a negative NPS (below 0) indicates that dissatisfaction outweighs enthusiasm.

The results were striking: the aggregate NPS for all systems combined was negative 14, signaling widespread dissatisfaction with the software solutions designed to support eye care practices.

The study also explored the key factors influencing PMS selection, providing deeper insight into what optometric professionals value in their software solutions.

A Troubling Industry Trend
Of the ten Practice Management Systems reviewed, only two  had a positive NPS—meaning a majority of their users were satisfied and were more likely to recommend them. The remaining had negative scores, contributing to the overall industry-wide negative 14 NPS.

This finding suggests that most ECPs have some level of dissatisfaction with their PMS software. Given that these systems are integral to managing scheduling, billing, inventory, and patient records, the apparent frustration signals significant gaps in user experience, functionality, or support.

Implications for ECPs
The negative Net Promoter Scores might partly stem from user frustration with learning curves or resistance to switching systems, rather than the actual quality of the software.

Nevertheless, for Optometric Professionals, these results highlight the ongoing struggle to find a reliable, efficient Practice Management System. If the majority of available PMS solutions are receiving negative feedback, it means many practices are either settling for suboptimal systems or constantly searching for better alternatives.

What can ECPs do?

  • Advocate for change: Provide feedback directly to your PMS providers. The more users voice their concerns, the more likely companies are to implement change.
  • Leverage training resources: Some dissatisfaction may stem from underutilization. Ensuring staff are well-trained on system features can improve efficiency.
  • Evaluate alternatives carefully: If your current PMS is hindering practice workflow, assess other options that might better suit your practice’s needs.
  • Engage with peers: Networking with other ECPs can help identify which systems are performing better in real-world settings.

What This Means for PMS Providers?

For developers, managers, and owners of PMS platforms, these results should be a wake-up call. A negative NPS suggests that many users feel their systems fall short of meeting expectations. To improve satisfaction and customer loyalty, PMS providers should focus on:

  1. User Experience & Interface Improvements: Many PMS platforms may feel outdated, clunky, or difficult to navigate. Investing in modern, intuitive user interfaces can significantly enhance satisfaction.
  2. Customization & Flexibility: Practices vary in their needs, and rigid, one-size-fits-all solutions can frustrate users. Providing more customization options can help users tailor the system to their specific workflows.
  3. Integration & Compatibility: ECPs often rely on multiple software tools. Seamless integration with electronic medical records (EMR), insurance providers, diagnostic equipment, and patient communication tools is critical.
  4. Customer Support & Training: Even the best systems can be frustrating if users don’t receive adequate training or timely support. Improving customer service, offering live training, and enhancing self-help resources can help reduce frustration.
  5. Performance & Reliability: System crashes, slow response times, and glitches lead to lost time and productivity. Providers should invest in system stability, faster load times, and mobile-friendly features to enhance efficiency.
  6. Listening to Users: Gathering continuous feedback from users and addressing their concerns can help PMS providers proactively resolve pain points and develop solutions that truly support ECPs.

 The Future of PMS in Eye Care

The overall NPS for Practice Management Systems in Canada signals an industry-wide opportunity for improvement. ECPs need systems that streamline their practice management, not create additional frustration.

PMS providers who take proactive steps to address usability, integration, and customer support could position themselves ahead of the competition —and perhaps even achieve a positive NPS in the future.

As technology continues to evolve, so too should the tools that support modern eye care practices. The question is: which PMS providers will listen and rise to the challenge?

This survey was funded by an unrestricted marketing research grant by OCUCO Canada.

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Episode 7: The Optometrist Dilemma – Reality Bites

Practice, Revenue RX

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Revenue RX podcasts

Optometrists dedicate years to mastering eye care, diagnosing vision issues, and improving patient outcomes. But when it comes to running a successful optical business, reality bites—because clinical expertise alone isn’t enough. The truth is, most optometrists aren’t trained in business, marketing, or sales, yet the financial success of their practice often hinges on these very skills.

 

In this episode of Revenue RX: Optical Retail Wins, I dive into the fundamental dilemma facing many optometrists: balancing professional eye care with the realities of retail. I share my own journey of transitioning from optical retail into a full-service optometric practice and how I uncovered the key to increasing profitability—by embracing the service process over the fear of selling.

https://www.revenuerx-opticalretailwins.com/the-optometrist-dilemma-reality-bites/

 

Why I Brought an Optometrist Into My Business

I wasn’t always in the optometric business. My first store was purely an optical retail operation, with eye exams outsourced to a neighboring optometrist. It was a simple, straightforward arrangement—until I walked into that very clinic for my own eye exam and was charged full price despite referring dozens of patients each month. That moment was a wake-up call. If I was sending patients next door, why wasn’t I keeping them in-house?

 

So, I did what any entrepreneur would do—I found a way to take control. A storage room in my store became the perfect location for a fully functional exam lane. I worked with an equipment sales rep, set up a lease-to-own agreement, and soon had an OD working three days a week. Over time, I expanded to five days, ensuring a consistent flow of patient exams—without handing my business over to someone else.

 

But that was only the beginning.

 

The Optometrist’s Role in Retail: A Reality Check

Let’s be honest—most optometrists don’t like the word sales. It feels uncomfortable, almost taboo. But here’s the reality: if you own an optical dispensary, you’re in retail. Your practice doesn’t thrive on exams alone. The real money—often a 5:1 revenue ratio compared to exam fees—comes from the dispensary.

 

Yet, many optometrists still see their role as separate from the sales process. The truth? You are the quarterback of the entire patient experience. Your job doesn’t end when the patient leaves the exam room—it extends into the dispensary, where trust built during the exam needs to be seamlessly handed off to the team responsible for filling their prescription.

 

A common misconception is that loyalty comes from the exam experience. But here’s the reality: customer retention is driven by their buying experience, not just their eye exam. Patients return to a practice because of how they felt when choosing their eyewear—not just because they received a prescription. The question is: Are you actively influencing this part of the journey?

 

Reframing the Optometrist’s Role: The Service Process

If the words sales and selling make you cringe, let’s shift the mindset. Instead of seeing it as a sales process, think of it as a service process. Your role as an OD isn’t to push products—it’s to guide your patients through a seamless experience that extends from the exam chair to the dispensary.

 

Here’s how optometrists can naturally and ethically enhance dispensary sales without feeling like salespeople:

 

✅ Educate, Don’t Sell – Instead of focusing solely on the prescription, take a moment to discuss lens options, coatings, or frame styles that would best suit the patient’s lifestyle. When recommendations come from you—the trusted doctor—patients are far more likely to follow through.

 

✅ Hand Off with Purpose – Instead of a generic “Someone will help you out front,” make an intentional recommendation. Something as simple as: “I’ve recommended anti-fatigue lenses for you, and my team will walk you through the best options for your lifestyle” can transform the buying experience.

 

✅ Create an Emotional Connection – The exam room is all about need-based solutions, but the dispensary is about wants. Patients don’t just buy glasses—they buy how they feel wearing them. Use your influence to bridge the gap between need and desire.

 

✅ Reduce Patient Leakage – By reinforcing the importance of proper eyewear and seamlessly transitioning the patient into the dispensary experience, optometrists can significantly reduce the number of patients who take their prescriptions elsewhere.

Joseph Mireault

Joseph Mireault

Joseph Mireault, Optical Entrepreneur, Business Coach, and Published Author.

Joseph was the owner and president at Tru-Valu Optical and EyeWorx for 16 years. During his tenure, he consistently generated a sustainable $500K in annual gross revenue from the dispensary.

He now focuses on the Optical industry, and as a serial entrepreneur brings extensive experience from a variety of different ventures.

Joseph is also a Certified FocalPoint Business Coach and looks to work directly with ECPs in achieving their goals.

Through his current endeavour, the (Revenue RX, Optical Retail Wins podcast) he shares the challenges and solutions of running an Optical business.

His insights are shared with optical business owners aspiring for greater success in his new book,  “An Entrepreneur’s Eye Care Odyssey: The Path to Optical Retail Success.”  

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