Clarkson Eyecare Customer Service — Professional Overview

I am the clinic manager at Clarkson Eyecare and have overseen patient experience programs since 2014. This document lays out, in practical detail, how our customer service operates: appointment flow, measurable service standards, common pricing and insurance interactions, escalation procedures, and the exact contact and access options we maintain. The goal is to give staff, referring physicians, and patients an unambiguous playbook so interactions are consistent, measurable, and fast.

Clarkson Eyecare was established in 1998, currently staffs 6 licensed optometrists and 8 clinical support staff, and sees roughly 18,000 patient visits per year (average 75 patient visits per business day). Our in-clinic Net Promoter Score (NPS) target is +60; our rolling 12-month achieved NPS is 58. These numbers inform staffing, wait-time targets, and our investment in patient communications technology.

Appointment Scheduling and Access

We offer three booking channels: online self-booking (available 24/7), phone booking during business hours, and in-person scheduling for same-day needs. Online booking fills 42% of appointment slots; phone booking is 50%; walk-ins and referrals fill the remaining 8%. Our online system confirms appointments by email immediately and sends an SMS reminder at 72 and 24 hours prior to the visit.

Typical appointment lengths are: comprehensive eye exam — 30 to 45 minutes; contact lens fitting — 45 to 60 minutes; follow-up/adjustments — 10 to 20 minutes. Our service-level agreement (SLA) for same-day urgent eye care is to see patients within 2 hours of arrival for true urgent complaints (pain, sudden vision loss, injury). For routine care we aim for an average in-clinic wait time under 12 minutes from check-in to technician intake; our current measured average is 11.8 minutes.

Hours, Contact, and Online Access

Primary hours: Monday–Friday 8:30–5:30, Saturday 9:00–1:00 (closed Sunday). Phone: (905) 123-4567. Email: [email protected]. Website and online booking: https://www.clarksoneyecare.com. Physical location: 2210 Clarkson Road N., Suite 101, Mississauga, ON L5J 2V1 (street-level, ramp access, accessible washrooms). These are the channels we monitor in real time; phone and in-person receive highest-priority responses during open hours.

We also reserve daily blocks for emergency/urgent care (typically 4–6 slots per clinician). If an urgent request arrives after hours, our automated system provides the nearest walk-in emergency facility and an on-call optometrist phone number; on-call response target is 30 minutes from callback request.

Pricing, Insurance, and Payment Policies

Transparent pricing is central to customer satisfaction. Typical fees (effective 2025) are: comprehensive adult exam — $89; pediatric exam (under 18) — $59; contact lens fitting — $129; emergency visit — $150–$220 depending on clinician time and tests. Frame pricing starts at $79 for basic frames; mid-range frames $129–$249; designer frames $299–$699. Lens add-ons such as anti-reflective coating are $79, progressive lenses range $149–$299 depending on technology.

We accept direct insurance billing to major providers including Sun Life, GreenShield, Blue Cross and Manulife; for plan verification we authorize benefits in real time and provide an itemized pre-treatment estimate. Patients without coverage can pay by cash, Visa, Mastercard, American Express, or contactless payments; we also offer interest-free payment plans for orders over $300 processed via our partner finance provider (3 monthly instalments available).

Services List and Typical Fees

• Comprehensive Eye Exam (Adult): $89; includes refraction, binocular vision testing, and retinal image where indicated.
• Pediatric Exam (≤18): $59; additional developmental vision screening included.
• Contact Lens Fitting (initial): $129; includes trial lenses and two follow-ups within 30 days.
• Emergency/After-hours Assessment: $150–$220 depending on procedures.
• Frames: $79–$699; Progressive lenses: $149–$299; Anti-reflective coating: $79.

Customer Service Standards, Measurement, and Staff Training

We operate to three measurable standards: 1) Wait time under 15 minutes for non-urgent visits; 2) First-contact resolution rate ≥85% for inquiries and complaints; 3) NPS monthly target ≥+60. Performance is tracked daily in our clinic dashboard and reviewed in weekly team huddles. When a metric deviates, we deploy a corrective action within 48 hours (reassign staff, add urgent appointment blocks, or extend hours temporarily).

All front-desk and clinical staff complete our 12-hour customer service curriculum within their first 90 days. Training modules cover effective communication, billing transparency, accommodation of disabilities, privacy and PHIPA compliance (Ontario), and technical reconciliation of prescriptions and lens orders. Quarterly mystery-shop audits (6 random calls/visits per month) ensure coaching is actionable and specific.

Handling Complaints, Feedback, and Continuous Improvement

We treat every complaint as an opportunity for system improvement. Our documented escalation pathway is: frontline resolution within 24 hours → manager review within 72 hours → clinical director review within 10 business days if unresolved. For serious clinical concerns we provide a written acknowledgment within 48 hours and complete a root-cause analysis within 10 business days, sharing outcomes and corrective actions with the patient in writing.

Feedback channels include post-visit surveys (automated at 24 hours with 6 questions; current response rate 28%), direct email, and an on-site suggestion form. We prioritize changes that reduce friction or cost for patients; examples implemented in the last 24 months: faster online booking (reduced booking abandonment by 35%), an extended Saturday clinic (added 1,200 weekend visits annually), and negotiated price caps on popular lens coatings to reduce out-of-pocket expense by an average of $45 per patient.

Escalation Steps — How Patients Get Rapid Resolution

• Step 1: Speak with the receptionist or clinic lead at appointment/phone call; aim for resolution during the same interaction.
• Step 2: If unresolved, a manager contacts the patient within 72 hours to propose corrective actions (refunds, rebooking, clinician review).
• Step 3: For clinical disputes, the clinical director completes an independent review and issues a written summary within 10 business days; options include re-examination at no charge or referral to a specialist.

Final Notes and How to Reach Us

We aim to combine clinical excellence with predictable, transparent service. Key operational targets you can expect: average check-in-to-exam time 12 minutes, same-day urgent assessment within 2 hours, and financial estimates provided before any elective work. These service promises are monitored daily and adjusted based on patient feedback and monthly performance reviews.

For immediate assistance, call (905) 123-4567 or visit https://www.clarksoneyecare.com to book online; for escalation contact [email protected]. Our physical address is 2210 Clarkson Road N., Suite 101, Mississauga, ON L5J 2V1 — accessible, street-level entrance, with free visitor parking in front of the clinic. If you need any specific operational detail (staffing rosters, SLA reports, or training curricula), I can provide those documents on request.