The Program

Day 1

Saturday, May 1, 2021
9:00 AM - 12:00 PM

All times are indicated in Mountain Standard Timezone

9:00 - 9:15

Kickoff & Opening Remarks

9:15 - 10:00

Navigating the Complexities: Your Road Map to Providing Great Vision
This presentation will be interactive with breakout sessions and opportunities to participate in the conversation. We will be discussing how to build value into our service as opticians. We will be working thru a few adaptation scenarios to gain best practices on the language that works best with our patients, on problem avoidance and problem solving with tough to satisfy patients. Topics will include how binocularity affects adaptation, history taking to avoid patient concerns, how frame fit affects the physics of the lens, and how to set realistic expectations for patients who come to you misinformed.

Speaker: Christina Logee

**Utilize this session as part of your Quality Assurance learning plan and goals that are self-directed and part of professional growth.

10:05 - 10:50

Optical Profession and Success Solutions
‘White Water Times for Retail’ This session will provide insights into the disruptive changes in the retail industry, its effect on customers, business owners/operators, and provide solutions for a better future. It will also suggest a path to balancing opticians as health care providers while maintaining a successful business.

Speaker: Lee Primeau

**Utilize this session as part of your Quality Assurance learning plan and goals that are self-directed and part of professional growth.

10:50 - 11:00

Wellness Break

11:00 - 11:45

Applying Risk and Support Factors to Medical Regulatory Authority Programs
Evidence-based health regulation. How to identify poorly performing individuals and clinics before they even know it themselves.

Speaker: Nigel Ashworth

**Utilize this session as part of your Quality Assurance learning plan and goals that are self-directed and part of professional growth.

11:45 - 11:50

Closing Remarks

11:50 - 12:30

Virtual Networking

Stay and chat within the Zoom Rooms to catch up with colleagues.

Day 2

Sunday, May 2, 2021
9:00 AM - 1:00 PM

All times are indicated in Mountain Standard Timezone

9:00 - 9:10

Kickoff & Opening Remarks

9:10 - 9:55

Customer Relations (De-Escalating Angry Customers)
Providing a great customer experience when you are dealing with an angry customer is a challenge. This mini workshop will show you how to work with customers when they are upset, so you can provide the best customer service possible, even in tricky situations.

Speaker: Julianna Cantwell

**Utilize this session as part of your Quality Assurance learning plan and goals that are self-directed and part of professional growth.

10:00 - 10:45

Beyond the Limbus, Scleral Lens Application
Scleral lenses restore acuity to people who cannot function in todays world. Learn how we accomplish this life changing therapy as part of our daily professional activities.

Speaker: Jim Thompson

**Utilize this session as part of your Quality Assurance learning plan and goals that are self-directed and part of professional growth.

10:45 - 11:00

Coffee / Snack Break

Grab a quick coffee and snack and get settled in for the AGM

11:00 - 1:00 PM

ACAO Annual General Meeting
All ACAO Members are welcome to join the AGM, however only Practicing Members of the ACAO can vote. The AGM is complimentary to attend.

AGM DOCUMENTS

**Utilize this session as part of your Quality Assurance learning plan and goals that are self-directed and part of professional growth.