1) Equip staff with the right tools and training

Why it matters: Confidence and accuracy is important in virtual eye exams as well as the knowledge that they have the right technology – and knowing how to use it.

How to implement it:

• Hardware Set Up: Ensure staff have access to high quality webcams, lighting, internet connections and where needed and possible, dual monitors.

• Software Familiarity: Provide access to demo versions of the remote examination platform. This is often provided by your technology supplier so don’t forget to as if they’ve not already shared this with you!

• Training Program: Your supplier will likely offer staff training for your team, but you should also ensure you keep on top of staff training too. Having an employee champion of the software that will help in running onboarding sessions and tutorials is a huge benefit here. You should also consider reaching out to your suppliers for refresher workshops when needed.

What should you include in training?

• How to guide patients through the online exam process.

• Troubleshooting tips for common tech issues.

• Privacy and data security best practices.

   

2) Provide real-time support and trouble-shooting back-up

Why it matters: Technical hiccups happen and patient confusion on new software can arise, this can affect the flow and quality of the virtual exam so having the right steps in place will help to alleviate this pressure.

How to implement:

• Live Support: Consider offering access to a support person whether that be on the phone or via live chat. This can be helpful for patients using systems for the first time or having any issues.

• Peer Support Network: Set up a messaging group (Slack, Teams, WhatsApp, etc) where staff can ask quick questions or share solutions.

• Escalation Protocol: Define when to escalate issues. Eg) a failed vision test upload or video failure. Know when and how to escalate this to your IT team or your technology supplier.

3) Build confidence through role play and feedback

Why it matters: Comfort in virtual environments comes from practice – and constructive feedback.

How to implement:

• Role-Play Scenarios: Simulate virtual exams internally. Rotate roles between staff, acting as both patient and clinician. Include normal, positive appointments as well as challenging scenarios like technical difficulties or non-compliant patients to ensure staff are prepare for every situation.

• Encourage Feedback: Set up short weekly team check-ins to share tips, what went well and what to tweak. 

In conclusion, supporting your staff in delivering remote eye exams effectively isn’t just about providing the right tech, it’s about fostering confidence, communication, and continuous learning. With the proper tools and training, real-time support systems, and opportunities for role play and feedback, your team will be equipped to deliver high-quality virtual care that feels just as professional and reassuring as in-person appointments. Investing in your staff’s success means better outcomes for your patients and a smoother, more scalable remote care experience for your practice.

Talk to the IbisVision team about remote eye exams and how they could fit into your practice – www.ibis.vision/contact-us