Checklist template

Optical dispensing and frame fitting

A ready-to-use checklist with 104 items in 6 sections, covering Greeting, Frame selection, Measurements, Order entry, Dispensing and adjustment, Follow-up. Use it as-is in InspectLoop, or adapt it to your own standards in minutes.

  • 6 Sections
  • 104 Items
  • 90 Yes / No checks
  • 6 Scored ratings
  • 120 Points

Use this template How audits work

1. Greeting 16 items

  1. A customer entering the dispensary is acknowledged within the time set by the company service standard Yes / No 1 pt
  2. The optician gives his or her name when starting with a customer Yes / No 1 pt
  3. The optician asks whether the customer has a current prescription before showing frames Yes / No 1 pt
  4. The expiry date of a prescription from an outside prescriber is checked before an order is discussed Yes / No 1 pt
  5. A customer without a valid prescription is offered an eye exam appointment Yes / No 1 pt
  6. The optician asks how the glasses will be used (driving, computer work, reading, sports, safety at work) Yes / No 1 pt
  7. The optician asks what the customer likes and dislikes about the current glasses Yes / No 1 pt
  8. The optician compares the new prescription with the power of the current glasses and tells the customer what will change Yes / No 1 pt
  9. The customer is asked about vision benefits before any price is quoted Yes / No 1 pt
  10. Benefit eligibility is checked with the plan before the customer chooses a frame Yes / No 1 pt
  11. Customers waiting for an optician are told the expected wait Yes / No 1 pt
  12. A customer coming in for an adjustment or a nose pad change is served without an appointment Yes / No 1 pt
  13. Opticians on the floor wear a name badge showing their title Yes / No 1 pt
  14. Customers waiting for an optician at the time of the visit Number
  15. Opticians on the sales floor at the time of the visit Number
  16. Greeting and needs discovery observed with one customer Rating
    • Prescription, use and benefits all covered 5 pts
    • One of the three missed 3 pts
    • Customer left to browse without questions 1 pt

2. Frame selection 17 items

  1. The optician reads the prescription power before recommending a frame shape or size Yes / No 1 pt
  2. Customers with high prescriptions are steered to smaller, rounder eye shapes to limit edge thickness Yes / No 1 pt
  3. Progressive wearers are shown frames deep enough for the minimum fitting height of the lens design Yes / No 1 pt
  4. Frame width matches the face: the temples do not press on or bow away from the sides of the head Yes / No 1 pt
  5. The bridge sits on the nose without gaps or pinching Yes / No 1 pt
  6. Temple length is checked so the bend falls at the top of the ear Yes / No 1 pt
  7. The customer's eyes sit near the center of each lens opening in the chosen frame Yes / No 1 pt
  8. Rimless and grooved mounts are proposed only when the lens material and prescription allow them Yes / No 1 pt
  9. Children are fitted in frames sized for a child's bridge, not in small adult frames Yes / No 1 pt
  10. Impact-resistant lens material is recommended for children and for sports use Yes / No 1 pt
  11. The frame price and the amount covered by the benefit plan are stated before lens options are discussed Yes / No 1 pt
  12. Lens options (anti-reflective, photochromic, polarized) are shown with a demonstrator, not only described Yes / No 1 pt
  13. A second pair (prescription sunglasses, computer glasses) is proposed Yes / No 1 pt
  14. The customer is told whether the board sample will be used or a new frame will be ordered Yes / No 1 pt
  15. The frame's eye size, bridge size, temple length and color code are read from the frame and recorded Yes / No 1 pt
  16. Frames the customer tried on and rejected are set aside in a tray for cleaning Yes / No 1 pt
  17. Fit of the frame chosen by the customer observed Rating
    • Width, bridge and temple length all correct 5 pts
    • One fit point compromised and explained to the customer 3 pts
    • Poor fit not addressed 1 pt

3. Measurements 18 items

  1. The chosen frame is adjusted to the customer's face before any measurement is taken Yes / No 1 pt
  2. Monocular pupillary distance is measured with a pupillometer or a digital centration device Yes / No 1 pt
  3. Near pupillary distance is recorded for reading and office lenses Yes / No 1 pt
  4. Fitting height is measured separately for each eye on progressive orders Yes / No 1 pt
  5. Segment height is measured for lined bifocals rather than copied from the previous pair Yes / No 1 pt
  6. Optical center height is measured for high-power and aspheric single vision lenses Yes / No 1 pt
  7. The optician sits at the customer's eye level when marking heights Yes / No 1 pt
  8. The customer is asked to look straight ahead in a natural head posture before the fitting cross is marked Yes / No 1 pt
  9. The fitting cross is marked on the demo lenses with a fine-tip marker Yes / No 1 pt
  10. Vertex distance is recorded for prescriptions above the power set by company policy Yes / No 1 pt
  11. Pantoscopic tilt and frame wrap are recorded for individualized lens designs Yes / No 1 pt
  12. Each measurement is taken twice and the two readings agree within 1 mm Yes / No 1 pt
  13. Measurements are written on the order at the time they are taken, not from memory Yes / No 1 pt
  14. The pupillometer is in working order with its forehead rest and nose pads in place Yes / No 1 pt
  15. The digital centration device has been calibrated on the manufacturer's schedule Yes / No 1 pt
  16. Date of the last calibration of the digital centration device Date
  17. Difference between the auditor's re-measured pupillary distance and the file for one customer (mm) Number
  18. Measuring technique observed Rating
    • Frame pre-adjusted, eye level, both eyes measured separately 5 pts
    • One step skipped 3 pts
    • Measurements estimated or copied from an old order 1 pt

4. Order entry 18 items

  1. The prescription entered in the order is read back against the written prescription before the order is sent Yes / No 1 pt
  2. The plus or minus sign of the sphere is entered for each eye Yes / No 1 pt
  3. The cylinder axis is entered in the same form (plus or minus cylinder) as the written prescription or is transposed in writing Yes / No 1 pt
  4. Prism amount and base direction are entered when prescribed Yes / No 1 pt
  5. The add power is entered for multifocal orders Yes / No 1 pt
  6. The prescriber's name and the exam date are recorded in the order Yes / No 1 pt
  7. Lens design, material, coatings and tint on the order match the quote given to the customer Yes / No 1 pt
  8. The order states whether the frame is enclosed, to follow, or supplied by the lab Yes / No 1 pt
  9. The condition of a customer's own frame is noted on the order before it is sent for new lenses Yes / No 1 pt
  10. The customer signs an acknowledgment of the breakage risk when lenses are fitted to his or her own frame Yes / No 1 pt
  11. The benefit authorization number is recorded on the order when a plan is billed Yes / No 1 pt
  12. The customer receives an itemized quote showing frame, lenses, options, plan portion and balance Yes / No 1 pt
  13. The deposit required by company policy is collected when the order is placed Yes / No 1 pt
  14. Availability of the chosen frame (on hand or with the supplier) is confirmed before the order is confirmed to the customer Yes / No 1 pt
  15. The customer's preferred contact method (call, text, email) is confirmed in the file Yes / No 1 pt
  16. The adaptation guarantee for progressive lenses is explained before the order is confirmed Yes / No 1 pt
  17. Orders with a missing or inconsistent entry in a sample of 5 orders from the last week Number
  18. Accuracy of the 5 orders sampled Rating
    • All complete and consistent 5 pts
    • 1 order with an error 3 pts
    • 2 or more orders with errors 1 pt

5. Dispensing and adjustment 20 items

  1. The job ticket shows that the glasses were verified against the order before the customer was called Yes / No 1 pt
  2. The lenses are cleaned in front of the customer before the glasses are put on Yes / No 1 pt
  3. The customer is seated at a dispensing table for the fitting Yes / No 1 pt
  4. The frame front sits level with the brow line when viewed from the front Yes / No 1 pt
  5. The temple bends rest at the top of each ear without pressing behind it Yes / No 1 pt
  6. Adjustable nose pads sit flat against the nose Yes / No 1 pt
  7. The lower rims do not touch the cheeks when the customer smiles Yes / No 1 pt
  8. Both lenses sit at the same distance from the eyes when viewed from above Yes / No 1 pt
  9. The optician identifies the frame material before heating the frame Yes / No 1 pt
  10. Frames are heated only on the frame warmer, for the time suited to the material Yes / No 1 pt
  11. The position of the progressive fitting cross is checked against the pupil before the lens markings are removed Yes / No 1 pt
  12. The customer reads a near card to confirm near vision Yes / No 1 pt
  13. The customer looks at a distant target to confirm distance vision Yes / No 1 pt
  14. First-time progressive wearers are shown how to find the distance, intermediate and reading zones Yes / No 1 pt
  15. The expected adaptation period is stated to the customer Yes / No 1 pt
  16. Care instructions are given (rinse, lens cleaner, microfiber cloth, two hands to remove the glasses) Yes / No 1 pt
  17. A case and a microfiber cloth are supplied with every pair Yes / No 1 pt
  18. The adjusting pliers at the dispensing table have clean, undamaged jaw pads Yes / No 1 pt
  19. The balance is collected and the order is closed in the system at pickup Yes / No 1 pt
  20. Fit of a pair dispensed during the visit Rating
    • Level, comfortable and vision confirmed at all distances 5 pts
    • Minor adjustment still needed 3 pts
    • Customer left with an unresolved fit or vision issue 1 pt

6. Follow-up 15 items

  1. Customers are notified on the day their order is ready Yes / No 1 pt
  2. A customer who has not collected a finished order receives a second reminder at the interval set by company policy Yes / No 1 pt
  3. Orders not collected after 30 days appear on a list that is worked weekly Yes / No 1 pt
  4. Finished orders waiting for pickup for more than 30 days Number
  5. First-time progressive wearers are contacted within the period set by company policy Yes / No 1 pt
  6. A sign or the receipt states that adjustments and nose pad replacements are free Yes / No 1 pt
  7. When a customer returns with a vision complaint, the lenses are re-verified before a remake is ordered Yes / No 1 pt
  8. The fit and measurements are re-checked on the customer's face before a remake is ordered Yes / No 1 pt
  9. A customer whose glasses verify correctly is referred back to the prescriber for a recheck Yes / No 1 pt
  10. A progressive non-adapt customer is offered the remedy set by the adaptation guarantee (new fitting, other lens design or refund) Yes / No 1 pt
  11. Customer frames left for repair are tagged with the customer's name and the date received Yes / No 1 pt
  12. Recall reminders for the next eye exam are sent on the company schedule Yes / No 1 pt
  13. Name of the licensed optician or manager on duty Short text
  14. Overall dispensing service Rating
    • Strong 5 pts
    • Acceptable 3 pts
    • Weak 1 pt
  15. Corrective actions required Comments

About this template

This checklist is part of the InspectLoop template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In InspectLoop you can add photos, assign corrective actions, require sign-off and compare results across sites.

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