The administrator called me asking for help. The physicians in her practice had been complaining of inaccurate refractions by the technicians, resulting in many glasses remakes, unhappy optical patients, and a high cost to the practice. Additionally, the doctors had lost faith in their technicians’ visual acuity measurements and IOPs measured with a Goldmann Applanation Tonometer. The doctors and administrator were befuddled because their technicians had been doing well but seemed to have faltered over the past year. They asked me to come to their office. I spent three days with their technicians.
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