How to be a great DO Part 4

AI tools can automate patient communications without the need for constant manual interventions

In this month’s ‘How to be a great DO’ article, Rebecca Thompson highlights some of the practical ways that artificial intelligence (AI) can simplify everyday practice tasks such as ordering, record-keeping and communication – freeing more time for the conversations that really matter…

The patient has had their eye examination, the prescription is explained, frame options are explored and measurements are taken. From the patient’s perspective, the visit is complete. Behind the scenes, however, the next phase begins.

The prescription must be checked and entered for ordering, frame details recorded, lenses ordered and notes added to the patient record. When the finished spectacles return from the lab, they must be checked against the order and the patient contacted to arrange collection.

None of these tasks are optional, and each one matters for accuracy and patient care. Yet taken all together over multiple dispenses per day (in between everything else we factor into a clinic), they create a persistent administrative load. Increasingly, AI is being used to lighten that load.

Smarter scheduling and patient communication

One of the simplest ways AI can help practices is by smoothing the patient journey before and after the appointment itself.

Appointment booking systems have already moved far beyond the traditional phone call and paper diary. Many practices now offer online booking, automated confirmations and reminders. Adding intelligent automation allows those systems to work a little harder in the background.

If a patient cancels, the software may automatically offer that slot to someone on a waiting list. Diary gaps can be identified and filled more efficiently, helping practices maintain clinic flow without constant manual intervention from reception teams.

Communication is another area where small efficiencies quickly add up. Practices send large numbers of routine messages each week: appointment confirmations, collection notifications, recall invitations and aftercare advice. AI-assisted tools can help automate these communications while still allowing them to feel relevant and personalised.

For example, a new varifocal wearer might receive a short adaptation guide after collecting their frames, while contact lens patients could be reminded about follow-up appointments or replacement schedules. Rather than replacing human interaction, these tools support the ongoing relationship between practice and patient between visits.

Practice documentation and record-keeping

Clinical documentation is another essential, but time-consuming part of practice life. Consultation notes, referral letters and patient records must all be accurate, clear and properly structured.

AI-assisted documentation tools are beginning to appear across healthcare, helping clinicians organise information more efficiently. In practice, this might mean software that structures consultation notes automatically or generates a draft referral letter based on key information entered during the appointment.

It may even record conversation and create written notes – so instead of starting every document from scratch, practitioners can review and refine a prepared draft, saving time while maintaining professional oversight.

In eyecare, AI is generally being developed as a support tool rather than a replacement for clinical judgement. Systems can assist with organising information, improving consistency and reducing repetitive tasks, but responsibility for the final record always remains with the practitioner.

Used carefully, these tools can reduce time spent typing while preserving the clarity and accuracy required for patient records.

AI systems can identify which frame styles sell consistently well and flag when stock levels are likely to run low

Ordering workflows and stock management

Ordering spectacles is another area where administrative tasks can accumulate. A typical order requires prescription details, lens specifications, frame information, measurements and lab instructions to be entered accurately and transferred between different systems.

Integrated practice management software has already simplified much of this process by linking patient records, ordering platforms and lab communication. AI has the potential to take this a step further by analysing patterns within practice data.

For example, systems could identify which frame styles sell consistently well and flag when stock levels are likely to run low. Slower-moving collections may become easier to identify, helping practices make more informed decisions when reviewing their ranges.

AI could also assist with recognising gaps within frame inventories, suggesting where additional sizes, colours or price points may improve balance within the collection.

These tools do not replace the judgement of experienced buyers, but they can provide useful insights drawn from real practice data rather than relying solely on intuition.

Recall systems and follow-up care

Patient recall is another area where administrative effort can build. Traditional recall systems often rely on fixed reminders sent at regular intervals, regardless of how patients actually respond.

AI-assisted systems can take a more flexible approach by analysing appointment history and communication patterns. Patients who frequently miss email reminders, for example, might automatically receive SMS messages instead. Contact lens wearers who miss follow-up appointments could be flagged earlier for additional reminders.

By adapting to patient behaviour, recall systems can become more effective while reducing the need for manual follow-up from practice teams. There are even voice systems that can telephone the patient and book the appointment automatically.

The result is a process that still supports patient care and regular eye examinations, but requires less day-to-day administrative management.

The bigger opportunity

AI is unlikely to completely replace the skills that define optical practice. Understanding patients, guiding frame choices and explaining visual solutions remain deeply human parts of the profession.

Where AI may prove most valuable is in removing some of the background administration that surrounds those conversations. If ordering, documentation and routine communication become simpler, practitioners gain something increasingly valuable: time.

Time to focus on patients, spend longer on meaningful discussions and deliver the level of care that an optical practice is known for.

Note: Professional bodies are beginning to explore how artificial intelligence may be used safely within eyecare. The College of Optometrists has published an interim position on AI in eyecare, whilst ABDO provides guidance on professional responsibilities, patient records and data protection that remain relevant as new technologies are introduced.

Rebecca Thompson FBDO is a dispensing optician, eyewear strategist, founder of Eyestyle Studio and writer of Eye Style, a weekly journal exploring the business, design and the future of optics.