Enabling efficient, seamless diary management in practice

“Practices want systems that can flex to accommodate any specialist services they provide, without overcomplicating the user experience,” he said.

Optisoft’s dynamic, colour-coded diary management tools can support multi-clinic and extended service offerings, with practices able to create custom appointment types, define practitioner availability per service, and run multiple clinics simultaneously across branches. This is available at-a-glance and combined with a patient online booking system.

Mayhew explained: “This avoids overbooking, ensures appropriate clinical capacity, and streamlines coordination across general ophthalmic services, private, and enhanced service appointments.”

Discussing the benefits of a diary management system for the practice, he said: “For front-of-house teams, Optisoft simplifies patient check-in, eligibility checks, appointment booking, and automated recalls – reducing errors and administrative burden.”

Clinical records are intuitive and customisable to enable streamlined data entry for optometrists, he explained, as well as supporting fast access to patient history on the same screen.

Optisoft

Mayhew said: “Everyone benefits from reduced double-handling, fewer missed steps, and shared visibility of the patient’s pathway across the team.”

For patients, a well-integrated system enhances every touchpoint, he said, from automated reminders and personalised recalls to efficient consultations.

“This consistency builds trust and professionalism, while features like loyalty discounts, patient history access, and marketing segmentation help practices re-engage lapsed patients and drive loyalty over time,” Mayhew shared.

Optisoft provides onboarding and training support, available through one-to-one virtual sessions or onsite sessions. A library of video tutorials is also available for an “independent, DIY approach.”

Mayhew explained that the training, whether for new team members or updating existing users, is always focused on “practical, real-world usage to help teams gain confidence quickly.”

Scheduling, rules, and configuration

Danielle Martin, brand manager at Ocuco, told OT: “Practices now require software solutions that seamlessly handle both virtual and in-person appointments, as well as a comprehensive variety of appointment types – managing everything from routine eye exams and NHS appointments to more specialised services like paediatric eye care.”

“A modern PMS needs to be flexible enough to adapt to the broadening scope of patient care,” she added.

Diary management is critical as more optical practices take on extended services like minor eye conditions services (MECS), independent prescribing (IP), or hospital contracts.

Martin said: “With the need to manage different appointment types, specific service requirements, and team allocation, a flexible and configurable system becomes essential to ensure smooth operations and optimal patient care.”

Acuitas 3 from Ocuco has been designed to meet these needs with customisable features: practices can configure varied appointment types for extended services and assign specific hours or days to certain appointment types.

Specific team members can also be assigned to certain appointment types, and separate diaries can be created for different services. Acuitas 3 also handles eGOS submissions for NHS appointments directly.

Martin said: “A well-organised and efficient diary ensures that appointments are scheduled correctly, resources are optimised, and both patients and staff experience a smooth workflow.”

“For practices offering a variety of services, from routine exams to extended services like MECS and IP, having a system that supports effective diary management is essential for maintaining efficiency and high-quality eye care,” she added.

Ocuco

Configurable rules mean patients are guided to book the correct appointment type, reducing errors and scheduling conflicts, while automated recall reminders can help to reduce no-shows. This frees staff to focus on patient care, rather than administrative tasks, Martin suggested and supports seamless transitions.

Considering the effect on the patient journey, Martin said the system can support the delivery of a “cohesive experience at each stage of the eye care process.”

Martin highlighted that data is a key source of advantage for practices who are able to leverage it, noting that through Acuitas 3, users can access real-time reports which can “turn data into actionable insights.”

Managing the shift towards an omnichannel approach to eye care is also “essential,” with the ability for data to flow seamlessly from booking to collecting frames key to the patient experience.

Through Acuitas 3, patients can interact with practices across multiple channels, such as a virtual try-on of frames before the appointment, saving their favourites, and then trying them on during their practice visit.

“The seamless integration of online and in-practice experiences enhances patient satisfaction and encourages engagement with the practice,” she said.

Ocuco provides training and support to equip practices to use Acuitas 3 effectively, including on-site training during the go-live phase.

The company also hosts a learning management system, Ocuco Academy, which stores training and development resources focusing on key areas of the system, such as diary management.

Flexible, integrated platforms

Lee Atkinson, managing director of Optix Software Ltd, shared: “Practices today are not just looking for a tool to manage appointments and records, they expect a flexible, integrated platform that supports growth, efficiency, and patient experience.”

He added: “As practices become more complex, taking on extended services and a variety of clinic types, the role of the PMS as the operational backbone becomes even more vital.”

A robust PMS is key to ensuring smooth, efficient, and scalable service delivery, he said, adding: “Offering the ability to configure clinic schedules flexibly, use reporting and analytics tools built in to monitor services and capacity are critical.”

Reporting tools need to provide the data required to make informed decisions and drive improvements, Atkinson said.

Intelligently structured diaries, aligning appointment types, durations, and supporting information within the PMS, can mean that “all roles within the practice, from front-of-house to clinicians, can move through their day more efficiently,” he said.

Optix offers a system designed with usability in mind, Atkinson shared, featuring intuitive navigation, tool tips and smart workflows that can be used on desktop and tablet devices.

Atkinson said: “Every interaction, from first contact to follow-up, contributes to how a patient experiences the practice. Systems like Optix help ensure these touchpoints are seamless, personalised, and professional, all of which directly impact patient satisfaction and loyalty.”

Integrated patient review services allow for direct feedback, which is then visualised in a dashboard for practices to monitor satisfaction and identify trends.

Automated messaging for recalls, reminders and post-appointment follow-ups also mean patients are kept informed.

Atkinson suggested this helps “reduce missed appointments, ensures continuity of care, and reinforces a proactive approach that patients increasingly expect.”

Optix runs a dedicated training suite at its head office in York and offers tailored training for practices, while on-demand support and learning resources are also available.