Reimagining predictable, patient-centered care with VisionHQ

In-office membership plans are emerging as a powerful tool for optometric practices to increase patient loyalty and care continuity. VisionHQ, endorsed by AOAExcel®, offers a turnkey pathway to implement in-office membership plans, removing the administrative burden. After hearing positive feedback from colleagues and learning about VisionHQ’s proven track record, Shane Foster, O.D., brought the platform into Athens Eye Care and has seen firsthand how it can simplify implementation, support staff, and increase patient value from day one. 

What made VisionHQ the right fit for your practice? 

We first learned about VisionHQ through Vision Source and were immediately drawn to the fact that it had their endorsement, as well as AOAExcel’s. I heard that it was successful in the dental industry, and I knew colleagues across the country who were already using it. The endorsements and the experience made it a clear choice. 

What was the onboarding process like, and how long did it take to begin offering plans to your patients? 

VisionHQ moved quickly. Discovery and onboarding took about a week, and they worked staff training into one of our monthly meetings via Zoom. The biggest lift was helping our staff learn how to talk about the plans, which VisionHQ made easy by providing scripts, talking points, and hands-on guidance. Our office set the timeline. VisionHQ was clearly invested in our success. They set goals for our practice, checked in routinely, and sent rewards for hitting milestones. When we hit one benchmark, they gifted us with a big box of snacks for our staff, which was a nice reminder that they’re not just there to implement a software; they’re invested in helping us successfully keep these plans going. 

What feedback have you received from patients? 

We previously offered a prompt-pay discount and thought removing it might create confusion, but it didn’t. Longtime patients understood immediately once we explained the new model. Overall, the response has been positive. Even though not much has changed in pricing, patients feel like they’re getting more through a membership than “just a discount,” and I appreciate the legal protection VisionHQ provides. They handle the compliance so I don’t have to. 

How important is staff buy-in? 

Staff buy-in is essential. At first, staff had a lot of questions and some hesitation—to be expected with any new protocol. VisionHQ’s scripts and direct support helped a lot. I had one staff member who would regularly call VisionHQ for clarification or if she wasn’t sure how to discuss something with a patient and they were always there to answer her questions. We want to start building membership plans out into other areas of our practice, so having the staff onboard is critical. 

How does your staff explain in-office membership plans to patients? 

Most patients are already familiar with the concept. They have memberships through grocery stores, wholesale stores, gyms; it’s routine these days.  

What surprised you the most, positively or negatively? 

I was surprised by how few questions we received. Only a handful of patients needed additional explanation, but most came onboard immediately. Occasionally someone won’t want to give an email address or pay through the portal, but we can process their payments in the office, which helps.  

What advice do you have for practice owners considering in-office membership plans? 

Just do it. There’s really no downside. VisionHQ is so affordable, simple to use, and exceptional at onboarding and ongoing training. Even with staff turnover, they’ll take the time to train new members of your team as needed. Second, don’t feel boxed in. Be creative with plans for myopia management, specialty contacts, dry eye treatments, and other cash-pay services.