Options Optometrists Managing Director, Lance Schaffer, spoke with HICAPS as part of their Practice Goals 2026 spotlight. HICAPS is showcasing forward-thinking healthcare professionals who are shaping the future of healthcare practices. They asked Lance about one meaningful change he implemented at the Options Optiometrist practices this year. He discussed focusing on removing everyday friction to create better experiences for both staff and patients.
Here are some key takeaways:
- Eliminating Small Inefficiencies: Some of the most meaningful improvements come from paying attention to the small things that create friction over time. On their own, they don’t seem significant, but they can add up across multiple practices and hundreds of consultations a week.
- Creating an Intranet System: Our solution was to create a centrally managed electronic pricing and information platform, accessible to our staff via tablets. This allowed every team member to access current and identical information, in any practice, at any time.
- The Benefits for Staff & Patients: This new system allowed staff to spend less time searching for answers and more time focused on patients. Our patients receive clearer explanations, consistent pricing and a smoother experience as a result.
About HICAPS
Health Industry Claims and Payments Service (HICAPS) is one of Australia’s leading claims and payment solutions for health care providers. They provide electronic systems that providers can use to process Medicare and private health insurance claims. It allows patients to swipe their insurance card to pay only the gap payment amount, eliminating the need to submit manual claims later.
You can read the full Practice Goals 2026 article on the HICAPS website. We look forward to more opportunities to share what Options Optometrists is doing to improve the experience for every patient who walks through our doors.