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FYidoctors Spotlight: Lindsay Myrfield, Professional Services Consultant (Home Office Burnaby)

Posted on November 27th, 2015

With over 280 locations across Canada, FYidoctors employees are some of the most dedicated and passionate eye care professionals working in the industry. Meet the people who make us who we are.

How long have you been working in the industry?
I’ve been working in eye care industry for 15 years—although it doesn’t feel like it's been that long. My career actually started as a summer job in high school. I continued working at the clinic through high school and while completing my Bachelor’s Degree. When I finished school I stayed on at the clinic as one of the managers. A couple of years later my location was selected as a one of seven pilot locations for the new practice management software FYidoctors was going to be installing in all locations. After the pilot completed I moved to Home Office and joined the team in charge of rolling it out to over 100 locations

What’s your current role with FYidoctors?
I am a Professional Services Consultant, responsible for training and delivery of the Practice Management System into all FYidoctors locations. This includes overseeing all training documentation and materials, as well as travelling to our newly acquired locations to provide onsite training to the employees and doctors on all aspects of the program, including scheduling, examinations and retail. When not out in a clinic, my team works with the software developers and the business to identify and design program enhancements to support business initiatives and improve the user experience. I also provide support to the business on clinic operations and integration of several strategic business projects.

What is it that made you want to work in eye care?
What started out as just a high school job has turned into a passion and I can't imagine working in any other industry or company! I love the mix of healthcare, technology, community service and fashion! Glasses have come a long way and they're no longer just something to help you see, they're a statement to express your unique personality and style.

What do you love most about your job?
The opportunity to travel the country, and work with an expanding team of talented optometrists and employees. Each location is unique, but they all share one common goal of providing an exceptional patient experience. It’s great to be able to learn and share best practices from all the locations coast to coast. Change is never easy. I’m there to support the locations through a very challenging and overwhelming transition. Knowing that I was able to reduce the stress or make the process easier and more enjoyable is a great feeling. One of the most rewarding parts of my job is when someone has an ‘Ah Ha’ moment when something they have been struggling to understand finally clicks!

What’s one of the most challenging parts of your job? 
Anyone who has gotten a new computer or phone knows that adjusting to change can be a challenge. Many of the locations have been using their current software for years, in fact some still operate on paper! Although most understand the long term benefits of switching, the short term discomfort of that transition can be difficult to manage. We have a very limited amount of time to spend at each location, so trying to ensure that you cover as much information and instruction as possible can be a challenge when everyone’s computer knowledge and experience differs.

What’s one of your favourite moments from working at FYidoctors?
My previous practice was very involved in an organization that provided volunteer eye care services. We would fundraise all year for each trip and send a team of doctors and employees on six eye care missions. I was fortunate enough to participate in two of the trips, and it is an experience I will never forget. There were many memorable patients, but two really stand out. The first was a young girl around eight-years old with one eye that was severely turned in. As soon as we put her new glasses on the alignment was corrected and her vision improved. Having the ability to improve both her vision and self-confidence was an amazing feeling. The second patient was a man in his 90’s who was confined to a wheel chair and loved to read but had lost his glasses about a year earlier. He was thrilled that we could provide him a new pair of reading glasses so he could return to one of his favourite pastimes.

What do you love most about where you work?
The people and their passion! From the employees and doctors at the locations to the manufacturing facility and Home Office, the entire FYidoctors family is committed to providing the best care for our patients and making this company everything it can be. It’s very exciting to be a part of such a progressive company that is pushing the industry to new heights.

What’s the most important thing people should know about their eye health?
The importance of early detection, both for ocular disease prevention, but also for children's vision. It's recommended to have an eye exam before the age of three and as early as six months. In almost all provinces this initial exam is done at no charge. Often kids come in at five or six because they are struggling at school and a teacher has recommended checking their vision. Parents are surprised when they find out their child needs glasses because they have never complained about having difficulty seeing. Children often don't complain about poor vision because it's all they've ever known. There can also be issues where their vision does not develop properly in one eye. If left untreated, vision impairment becomes permanent. However if caught early, in most cases it can be corrected.

Where do you see the future of optometry going?
The industry has seen significant change in the last 10 years and I can't see that change slowing down any time soon. Technology is always changing and I think it will play a major role in enhancing the entire patient experience—from diagnostic technology and the education tools the doctor uses, to the way we engage and personalize each patient's interaction at every touch point of their buying experience. Companies are adapting to a new type of consumer: one who is digitally and socially connected all the time, and optometry is also moving towards a more connected model.

To book your next complete eye exam, visit an FYidoctors clinic near you.