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Episode 39: Building a Patient-Centric Optical Flow: From Core Values to Practice Success with Joy Livingood Gibb



In this episode, we are joined by Joy Livingood Gibb, a veteran in the optical industry with nearly 40 years of experience. From independent optician work to mobile services and now practice management in Utah, Joy has seen it all, and she's still as passionate as ever.


Throughout the conversation, Joy shares her journey from wearing glasses at six years old to becoming a practice manager, educator, and leader who champions patient-centric optical flow that goes beyond selling products. She emphasises why every optical practice must start with its "WHY," how to craft genuine relationships, align values with individual purpose, and create seamless patient experience and long-term success.


This conversation is packed with insightful takeaways for practice owners, optical teams, and anyone passionate about advancing patient experience while driving practice growth.

 

About the Guest:


Joy Livingood Gibb is an experienced optical dispenser and practice manager who began her eye care career in 1986. Joy has contributed to several leading optical publications and served on the Better Vision Institute. A sought-after speaker and educator, Joy is passionate about helping eye care professionals elevate patient experiences, refine their craft, and grow successful practices.


Key Topics with Timestamps:

1:30 - Joy's career journey and her passion for optics

4:13 - How continued learning shaped Joy's approach to patient care

6:03 - The power of "Why"

9:07 - Developing a genuine relationship with patients

10:48 - Why practices need both an individual why and a practice-wide why

17:15 - Key stages in a patient-centric optical flow

22:57 - The ideal handoff between optometrist and dispenser for a seamless patient journey

25:06 - Breakdown points during the handoff

27:55 - Shifting the mindset from "Selling" to "Educating"

31:09 - The power of asking lifestyle-based questions to uncover patient needs

34:11 - Training staff to solve problems rather than sell products

37:32 - Why suppliers should be seen as business partners

40:44 - Why ongoing team training is non-negotiable and how to make it effective

44:45 - Using contracts and expectations to protect your investment in staff development

49:29 - How intentional culture-building makes patients feel the difference

53:26 - Beyond the Transaction: Ongoing patient care

58:18 - Joy's tip: "It needs to be a whisper, not a shout" why personalised calls beat mass emails

1:1:34 - Align on core values and lead by example


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Thank you for joining us in this episode of The Focused View Podcast. If you enjoyed this episode, give us a 5-Star rating, and leave a review on Apple Podcast and Spotify to help us reach even more eye care professionals and build a community of innovation and see new opportunities within the optical industry. Talk with you next time!

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