How TLC trains its laser focus on superior patient care

Andrea York, Manager, TLC Laser Eye Centers

TLC Laser Eye Centers opened in Atlanta in 1998, four years after the first TLC Laser Eye Center opened in Windsor, Ontario. Today, TLC is the largest provider of laser correction services in North America, with more than 50 locations in the United States and Canada.

Led by Atlanta Center Manager Andrea York, TLC Laser Eye Centers — Atlanta is housed in a state-of-the-art facility with free wireless Internet access, Direct TV, movies, music and news, a contact lens area for patients, a donation box for old glasses, a lounge for patients and their family and friends, and a front desk that offers a variety of access and menus to local restaurants for guests who are unfamiliar with the area.

TLC’s customer service philosophy includes making service a key competitive advantage and minimizing the relevance of price through its Gold Standard patient experience, affordable patient financing options and preferred health plan pricing.

The Gold Standard patient experience includes personalized consultations, reinforcing patients’ confidence via the TLC staff’s clinical excellence and consistently shadowing and coaching to support continuous improvement.

TLC strives to attract, hire and retain employees who share the company’s top-quality customer service mindset through a number of programs, including quarterly incentive compensation, an employee engagement program, and internal job postings. The quarterly incentive program is based on both top- and bottom-line growth achieved by intense focus on delivering the company’s Gold Standard patient experience.

TLC also offers a quarterly service achievement award. Employees nominate co-workers who they feel are deserving based on consistently delivering an “above and beyond” patient experience; by maintaining excellent patient care, even during periods of high patient volume; and leading by example in executing TLC’s nonnegotiable and “always/never” service standards.

How to reach: TLC Laser Eye Centers, (678) 392-4214 or