2023 Ritz-Carlton Leadership Program

Friday March 31, 2023

2023 OAO Symposium and InfoMart

Saturday and Sunday, April 1-2, 2023

Sheraton Centre Toronto Hotel

Partnership Opportunities & Exhibitor Registration Now Open

Ritz-Carlton Leadership Program

This full-day learning experience (which is open to both ODs and OAs) will feature a speaker from The Ritz-Carlton Leadership Center.  The Ritz-Carlton Leadership Center has leveraged the systems and processes of the Ritz-Carlton brand to deliver award-winning services that have allowed thousands of clients to improve customer and employee engagement, innovate their culture, and differentiate themselves.

Throughout the seven-hour program, our featured speaker will cover the following topics:

Creating an excellent service culture for patients begins with creating trust. To create an experience that drives patient loyalty, an organization must offer consistently exceptional service to patients. Creating an organizational culture that will foster and sustain such a service culture begins by understanding the foundational business practices of The Ritz-Carlton, and how to leverage these processes in the healthcare industry. Throughout this journey, you will also learn how service provider onboarding and empowerment drive an elevated patient experience.

Any brand not emotionally engaging their customers risks losing those customers to a brand who will – and in anxious times, consumers are especially likely to spend time and money where they feel safe and valued. At The Ritz-Carlton, creating guests for life is an inherent part of doing business because every Lady & Gentleman is educated in the emotional and psychological aspects of service. With this program you will learn how our time-tested methodologies foster a culture of personalized service and genuine care albeit in-person or through virtual engagement. Demystifying the legendary Ritz-Carlton mystique, we will show you exactly how to anticipate and fulfill unexpressed needs, pivot quickly to customize interactions, and make indelible impressions that create passionate internal and external brand advocates.

Stressed by changes spanning each of our businesses, adjusting to remote work environments, daunted by newly digitized job tasks, the engagement level of your employees can plummet — and take morale, productivity, and customer loyalty down with it. Rebuild team confidence and restore focus by re-energizing the time-tested fundamentals of customer service. Both inspiring and tactical, this session empowers your professionals to engage with empathy, handle crucial conversations with anxious customers, and lean into consistency – whether your employees are performing in-person or through a digital environment. This highly engaging program will get every individual looking for solutions and functioning as a brand ambassador.

Speakers

Dr. Blair Lonsberry, OD

Dr. Lonsberry obtained his Optometry degree from the University of Waterloo in 1996.

View Biography

Dr. Andrew Rixon, OD

Dr. Rixon received his Doctor of Optometry degree from the Pennsylvania College of Optometry.

View Biography

Dr. Chris Wroten, OD

Chris Wroten received a Bachelor of Science in Chemical Engineering from Louisiana State University.

View Biography

Dr. Marc Bloomenstein, OD

Dr. Marc R. Bloomenstein is a graduate of the University of California at Los Angeles with a degree in Biology.

View Biography

Dr. Richard Maharaj, OD

Dr. Richard Maharaj has a special interest in dry eye disease, glaucoma and disease of the retina.

View Biography

Dr. Sondra Black, OD

Dr. Sondra Black graduated from the University of Waterloo School of Optometry in 1980.

View Biography

Dr. Paul Alan Harris, OD

Dr. Paul Alan Harris is a 1979 Graduate of SUNY College of Optometry who, since September of 2010 is a Professor at Southern College of Optometry.

View Biography

Dr. John D. Gelles, OD

Dr. Gelles is the director of the specialty contact lens division of the Cornea and Laser Eye Institute and the CLEI Center for Keratoconus in Teaneck, New Jersey.

View Biography

Dr. Manreet Alangh, OD

Dr. Manreet Alangh completed his undergraduate degree at the University of Waterloo, followed by medical school at McMaster University.

View Biography

Dr. Jeff Goodhew, OD

Drs. Jeff and Tina Goodhew are partners in private practice at Abbey Eye Care in Oakville, Ontario.

View Biography

Dr. Tina Goodhew, OD

Drs. Jeff and Tina Goodhew are partners in private practice at Abbey Eye Care in Oakville, Ontario.

View Biography

Program

7:00-8:00 a.m.
Breakfast buffet
8:00-5:00 p.m.• Excellence in Healthcare | Building Success from Within
• Brand Differentiating Service | Delivering an Elevated Experience
• Creating Brand Advocates | Fundamentals of Service
5:00-7:00 p.m.
OAO/UW reception
7:00-10:00 p.m.
Alcon Event

OD ProgramOA Program
6:45-7:00 a.m.
Registration
6:45-7:45 a.m.
Breakfast buffet
7:30 a.m.
President's Welcome
8:00-9:00 a.m.Common Quotes in Glaucoma Care: Buy, Sell or Hold - Part I
Dr. Andrew Rixon
Refractive Engineering

Dr. Paul Harris
Dry Eye Basics - Anatomy & Physiology; Dry Eye Workup
Drs. Jeff Goodhew, Tina Goodhew, Richard Maharaj
9:10-10:10 a.m.Common Quotes in Glaucoma Care: Buy Sell or Hold – Part II
Dr. Andrew Rixon
Anterior Segment Challenges
Dr. Marc Bloomenstein
At-Home Therapy; In-Office Treatments
Drs. Goodhew, Goodhew and Maharaj
10:20 a.m.-12:30 p.m.Believe It or Not!: Amazing Eye Tech, Astounding Therapies & Pioneering Procedures
Dr. Christopher Wroten
COPE ID 77979-GO
Modern View of Amblyopia
Dr. Paul Harris
Hands On Dry Eye Workup
Drs. Goodhew, Goodhew and Maharaj
12:35-1:50 p.m.
President's Address and OAO Awards
2:05-3:05 p.m.Uveitis 2023
Dr. Andrew Rixon
TL;DR Future Contact Lenses
Dr. John Gelles
COPE ID 82708-CL
Hands On In-Office Treatments
Drs. Goodhew, Goodhew and Maharaj
3:15-4:15 p.m.What To Do With This Cornea, Doc?
Dr. Marc Bloomenstein
COPE ID 81965- TD
Contact Lenses for Ocular Surface Disease
Dr. John Gelles
COPE ID 82709-CL
Overcoming Objections; Ocular Hygienist Discussion Panel
Drs. Goodhew, Goodhew and Maharaj
4:15-7:15 p.m.
InfoMart trade show

7:00-2:00 p.m.
Registration
7:00-8:00 a.m.
Breakfast buffet
8:00-10:00 a.m.The Future in Focus: Emerging Eye Care Treatments and Technologies
Dr. Chrisopher Wroten
Simplifying Systemic Antibiotic
Dr. Blair Lonsberry
10:15 a.m.-10:45 p.m.
AGM check-in
10:45 a.m.-12:15 p.m.
AGM
12:30 - 1:15 p.m.
Sponsored lunch and lecture
2:00-3:00 p.m.Contact Lenses for Irregular Corneas
Dr. John Gelles
Lab Testing: The Basics
Dr. Blair Lonsberry
3:10-4:10 p.m.Diabetes and Its Ocular Manifestations
Dr. Blair Lonsberry
Tales from the Lane – Cases That Make You Say, What?

Dr. Marc Bloomenstein
COPE ID 79766-TD

Lecture Descriptions and Handouts

TimeSpeakerTitleSession DescriptionHandout
8:00 a.m.-5:00 p.mTBDRitz-Carlton Leadership ProgramThis full-day learning experience (which is open to both ODs and OAs) will feature a speaker from The Ritz-Carlton Leadership Center. The Ritz-Carlton Leadership Center has leveraged the systems and processes of the Ritz-Carlton brand to deliver award-winning services that have allowed thousands of clients to improve customer and employee engagement, innovate their culture, and differentiate themselves.

Throughout the seven-hour program, our featured speaker will cover the following topics:

Excellence in Healthcare | Building Success from Within
Creating an excellent service culture for patients begins with creating trust. To create an experience that drives patient loyalty, an organization must offer consistently exceptional service to patients. Creating an organizational culture that will foster and sustain such a service culture begins by understanding the foundational business practices of The Ritz-Carlton, and how to leverage these processes in the healthcare industry. Throughout this journey, you will also learn how service provider onboarding and empowerment drive an elevated patient experience.

Brand Differentiating Service | Delivering an Elevated Experience
Any brand not emotionally engaging their customers risks losing those customers to a brand who will – and in anxious times, consumers are especially likely to spend time and money where they feel safe and valued. At The Ritz-Carlton, creating guests for life is an inherent part of doing business because every Lady & Gentleman is educated in the emotional and psychological aspects of service. With this program you will learn how our time-tested methodologies foster a culture of personalized service and genuine care albeit in-person or through virtual engagement. Demystifying the legendary Ritz-Carlton mystique, we will show you exactly how to anticipate and fulfill unexpressed needs, pivot quickly to customize interactions, and make indelible impressions that create passionate internal and external brand advocates.

Creating Brand Advocates | Fundamentals of Service
Stressed by changes spanning each of our businesses, adjusting to remote work environments, daunted by newly digitized job tasks, the engagement level of your employees can plummet — and take morale, productivity, and customer loyalty down with it. Rebuild team confidence and restore focus by re-energizing the time-tested fundamentals of customer service. Both inspiring and tactical, this session empowers your professionals to engage with empathy, handle crucial conversations with anxious customers, and lean into consistency – whether your employees are performing in-person or through a digital environment. This highly engaging program will get every individual looking for solutions and functioning as a brand ambassador.
TimeSpeakerTitleSession DescriptionHandout
8:00-9:00 AMDrs. Jeff Goodhew, Tina Goodhew, Richard MaharajDry Eye Basics - Anatomy & Physiology; Dry Eye WorkupDry Eye Basics – Topics include the prevalence of dry eye, who is impacted, risk factors and common patient symptoms. Next, we cover the ocular anatomy and physiology related to dry eye and then go over the different types of dry eye disease.
Dry Eye Workup – We cover the most common diagnostic tests that are done to make up a dry eye assessment. This is broken down into what tests are typically done by the Ocular Hygienist and which ones are done by the Optometrist.
8:00-9:00 AMDr. Andrew RixonCommon Quotes in Glaucoma Care: Buy, Sell or Hold - Part IThere is an abundance of common quotations in the glaucoma universe that have led to their acceptance as dogma within clinical practice. Unfortunately, widescale and out of context acceptance of these quotes often leads to misunderstandings/oversimplifications that can negatively influence glaucoma care in the primary care setting.
8:00-9:00 AMDr. Paul HarrisRefractive EngineeringThe mantra guiding most prescribing has been “correct the refractive error”. Embodied in this is the concept that the patient’s current refraction is simply what it is, it is to be measured and the lens powers to be prescribed are simply equal to that refractive measurement. However, studies and case histories have shown that what the optometrist prescribes now influences the future refractive status of the patient. Myopia control has recently come to involve the use of contact lenses. However, optometry has been helping to slow down or stabilize progression by following refractive engineering guidelines. Dr. Harris will present several of many such guidelines for conducting beneficial refractive engineering.
9:10-10:10 AMDrs. Jeff Goodhew, Tina Goodhew, Richard MaharajAt-Home Therapy; In-Office TreatmentsAt-Home Therapy – Here we cover the gamut of dry eye therapies that patients can do at home including: artificial tears, nutraceuticals, lid hygiene, prescription eye drops, ointments. We also emphasize the important role that ocular hygienists play in patient compliance with at home therapies.
In-Office Treatments – In this course we cover the most common in office treatments for dry eye. Starting with microblepharoexoliation – mechanical and chemical, thermal pulsation (LipiFlow, iLux, RF), Intense Pulse Light (IPL) and LLLT (Photobiomodulation).
9:10-10:10 AMDr. Andrew RixonCommon Quotes in Glaucoma Care: Buy Sell or Hold – Part IIThere is an abundance of common quotations in the glaucoma universe that have led to their   acceptance as dogma within clinical practice. Unfortunately, widescale and out of context acceptance of these quotes often leads to misunderstandings/oversimplifications that can negatively influence glaucoma care in the primary care setting. 
9:10-10:10 AMDr. Marc BloomensteinAnterior Segment ChallengesThis course is designed to present of variety of anterior segment disorders that present in the optometric office. Treatment options of these disorders as well as new new therapeutic options will be discussed.
10:20-12:20 PMDrs. Jeff Goodhew, Tina Goodhew, Richard MaharajHands On Dry Eye Workup; Developing a Treatment PlanHands On Dry Eye Workup (5 stations);
Developing a Treatment Plan – This course will start to bring all the previously discussed topics together. We will walk through how to communicate to the patient the treatment plan that the Optometrist has designed. Going over at home therapies and how to convert patients into doing in office treatments when necessary. The ocular hygienist is the patient’s partner in the dry eye journey through the practice.
10:20-12:20 PMDr. Christopher WrotenBelieve It or Not!: Amazing Eye Tech, Astounding Therapies, & Pioneering ProceduresThe volume and pace at which ophthalmic technology, eye care procedures, pharmaceuticals, and ocular therapies are being developed is staggering.  This fast-paced, constantly updated, interactive, multimedia course takes us on a whirlwind tour of some of the newest developments in ophthalmic diagnostic equipment, systemic and topical pharmaceuticals with ocular implications, wearable eyecare devices, and navigational aids, as well as exploring developing technologies for spectacles and contact lenses.  
10:20-12:20 PMDr. Paul HarrisA Modern View of AmblyopiaIn 2015 Dr. Harris represented optometry at a series of meetings which resulted in the publication of findings which redefined amblyopia on a scientific basis as well as identifying future research directions in many fields. The meeting included optometry and ophthalmology, but the majority of attendees were researchers in many fields from around the world. The meetings were sponsored by the Lasker Foundation and the International Retinal Research Foundation. Dr. Harris was invited by the late Nigel Daw, MD, to represent the positions that amblyopia is a binocular condition, that critical periods do not exist for its treatment, and that patching was an arcane method of treatment, which should be abandoned.
2:05-3:05 PMDrs. Jeff Goodhew, Tina Goodhew, Richard MaharajHands On In-Office Treatments(5 stations)
2:05-3:05 PMDr. Andrew RixonUveitis 2023Uveitis is a common problem seen in daily optometric practice. This course will review foundational uveitis concepts, traditional therapies, as well as update the attendees on emerging and future therapies that will enhance their ability to care for patients presenting with this condition.
2:05-3:05 PMDr. John GellesTL;DR Future Contact LensesThe pace of innovation is rapid, and new technologies are abundant, but who has time to read every article, manuscript, and patent? This lecture will summarize upcoming innovations and research in contact lens technology. This includes contact lenses for biometrics, drug delivery, photobiomodulation, biomimicry, and mixed reality contact lens. TL;DR learn about future contact lenses.
3:15-4:15 PMDrs. Jeff Goodhew, Tina Goodhew, Richard MaharajOvercoming Objections; Ocular Hygienist Discussion PanelOvercoming Objections – Here we discuss what the most common objections are to doing in office treatments. Starting with educating the patient on how they work, what the benefits are, possible adverse events and lastly overcoming cost objections. We will arm you with all the tools and messaging needed to have productive conversations with patients.
Ocular Hygienist Discussion Panel – Here you get to pose questions to your peers. Now is your chance to ask anything you like with regards to the dry eye care they are providing in the practices that they currently work in.
3:15-4:15 PMDr. Marc BloomensteinWhat To Do With This Cornea, Doc?This lecture is dedicated to the cornea. That transparent, thin piece of tissue that can make things so clear and at the same time so distorted. Physicians will see and hear about conditions that are both congenital and acquired. The lecture concludes with an all important recap of the lecture material, via a quiz its multiple choice.
3:15-4:15 PMDr. John GellesTherapeutic Contact Lenses for Ocular Surface DiseaseWanna learn how to use contact lenses for more than just vision correction? Then this lecture is for you! The course will give an overview of the therapeutic applications of contact lenses, from soft to rigid, for various ocular surface diseases. Unique applications such as drug delivery will be covered.
TimeSpeakerTitleSession DescriptionHandout
8:00-10:00 AMDr. Christopher WrotenThe Future in Focus: Emerging Eye Care Treatments and TechnologiesThis fast-paced, interactive, continuously updated, multimedia course explores innovations which are poised to enhance and expand the quality of eye care that doctors of optometry provide, in addition to  improving patient outcomes. Special areas of emphasis include groundbreaking pipeline ocular pharmaceuticals, emerging drug delivery technologies, breakthroughs in gene and cell therapies, pioneering intraocular lens implants, wearable technologies, and updates on various other surgical and non-surgical therapies.
8:00-10:00 AMDr. Blair LonsberrySimplifying Systemic AntibioticsOptometrists are familiar with the use of topical antibiotics in the treatment of ocular conditions but often hesitate in the use of systemic antibiotics in treatment protocols. Utilizing the latest in interactive technology, this course will review the major groups of antibiotics, their modes of action and their systemic indications in infection management. Special emphasis will be placed on the current use of systemic antibiotics in the treatment of ocular disease conditions.
12:30-1:45 PMDr. Manreet Alangh and Dr. Sondra Black Premium IOL and Femtosecond TechnologyDr. Alangh will share his experience using femtosecond technology during cataract procedures. He will also provide an update on lasik procedures. Dr. Black will discuss the latest premium IOL technology, including the monofocal plus and extended depth of field lenses.
2:00-3:00 PMDr. John GellesSpecialty Contact Lenses for Irregular CorneasFunky cornea? Lots of aberrations? Sounds like a job for specialty contact lenses! Contact lens options, including corneal GP, piggyback, soft, custom soft, hybrid, and scleral lenses, will be discussed. Additionally, we will discuss methods to choose lens type, innovations to improve vision via aberration-canceling optics, and technology to improve the fitting process via impression and scan-based design.
2:00-3:00 PMDr. Blair LonsberryLab Testing: The BasicsThe following interactive presentation will explore the various lab testing used in the diagnosis of systemic conditions that have associated manifestations in the eye and ocular structures. Common ocular conditions and the associated systemic diseases will be reviewed with an emphasis on what tests should be ordered and what the optometric physician should know once the results are back.
3:10-4:10 PMDr. Blair LonsberryDiabetes and its Ocular ManifestationsDiabetic retinopathy is a leading cause of blindness and a well known complication of diabetes. Diabetes has other influences and affects on the ocular system, and this presentation will utilize the latest in interactive technology to review the numerous ocular complications associated with diabetes. Current diabetic diagnosis, treatment and management will also be discussed.
3:10-4:10 PMDr. Marc BloomensteinTales from the Lane – Cases That Make You Say, What?This course uses examples of common and not so common diagnoses that ODs may encounter on a daily basis. Optometrists will be able to feel comfortable diagnosing and differentiating anterior segment anomalies they may encounter daily.

Fees

Ritz-Carlton Leadership Program – March 31, 2023

Regular Registration
Members and OAs who work for Member ODs$379
Non-Members and OAs who work for Non-Member ODs$579

Optometrist (OD) Program for OAO Members*

Early Bird Registration
by Feb. 17, 2023
Regular Registration
after Feb. 17, 2023

Two days
April 1-2, 2023

$540$590
Saturday
April 1 only

$340$390
Sunday
April 2 only

$240$290

Optometrist (OD) Program for Non-OAO Members

Early Bird Registration
by Feb. 17, 2023
Regular Registration
after Feb. 17, 2023

Two days
April 1-2, 2023

$740$790
Saturday
April 1 only

$540$590
Sunday
April 2 only

$440$490

Optometric Assistant Program

Early Bird Registration
by Feb. 17, 2023
Regular Registration
after Feb. 17, 2023
Saturday, April 1, 2023$199$225

OD students – $100 (for two days April 1-2, 2023)
InfoMart only – $100 (Saturday, April 1, 2023 from 4:15-7:15 PM) – includes food and beverages
AGM (for OAO members only) – free of charge

*Membership with the Ontario Association of Optometrists (OAO) provides extensive and impactful benefits for your career including: reduced rates to attend the OAO symposium and InfoMart, access to high-quality, members-only online learning for continuing education credit, best-in-class comprehensive professional liability insurance, and personalized assistance on OHIP billing issues and government legislation. Click here for further information.

Note: Delegates must pay in full to confirm their registration and course selections. Any registrations without payment (pending) will be given 48 hours to provide payment otherwise the registrations will be removed from the system and delegates will need to re-register with payment.

Accommodations

Host Hotel

Sheraton Centre Toronto Hotel
123 Queen Street West
Toronto, Ontario
M5H 2M9

Directions

Click here to reserve your room at the exclusive OAO group rate

Contact Us

If you have any questions or other inquiries, please send us a message.  One of our team members will be happy to help.  

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