Small Doses of Patient Education Equal Big Success

By Rachel Foster, OD

As optometrists, we have an important yet daunting task when it comes to educating patients. We not only have to inform them of the products and services we offer, but also of the complexity of their eyes, and the reasons for our recommendations for care and treatment. In our office, we’ve discovered the best way to do this is in small, repetitive doses. This approach keeps patients from being overwhelmed with an abundance of ocular jargon. The second part of the strategy, repetition, helps patients remember the most important information we’re trying to pass along. This goal is achieved through our personalized website, in-office materials and one-on-one education.

Education Before Entry

Allowing patients access to educational tools before coming into the office can help address basic questions, which saves time. With new and existing patients, staff members suggest patients visit our website before their appointment. Here they sign into the patient portal. The portal is a place where patients can complete paperwork, including medical history and medications, leave messages for the doctor, view bills and access other important information. While on the website, patients are encouraged to read about the services we provide and much more. Patients can also learn why certain tests are performed, why yearly examinations are important, and definitions of terminology they may hear while in the office. However, education is only the beginning!

In-House Ed

The process becomes more controlled once patients step into the office. In the waiting room, there’s an abundance of informative materials they can browse while waiting. These materials include pamphlets about the importance of UV protection, signs and symptoms of eye diseases and products available in our office. Aside from the physical materials, there’s a closed-circuit television that broadcasts clips about multifocal contact lenses, progressive eyeglass lenses, dry eye, glaucoma, macular degeneration and many more topics that help to plant the educational seed while patients are waiting to be seen. We’ve found this to be a successful technique, since at least one patient each day mentions what he learned while in the waiting room. All of these tidbits are a basic introduction to topics that will be discussed by doctors and staff later in the visit.

Once the patient leaves the waiting room, staff members assume the role of educator and explain why each part of the workup is necessary. Our staff members go the extra mile to educate patients about technological advancements and products — whatever is new and relevant to that patient and his specific needs. This not only helps to reiterate what was previously heard or seen, but also helps to gauge patients’ interest level in certain products before the doctor even enters the room. For example, staff members will mention the need for UV protection if the patient doesn’t have current sun wear. Other topics staff members may touch on include: current specials, warranties and the benefits of buying contact lenses and eyeglasses through the office. Once the technician leaves, the patient can see more educational materials in the examination. Again, these materials prompt patients to ask things such as the signs and symptoms of dry eye and cataracts, UV protection, specialized computer glasses and much more.

By this point in the visit, patients should be aware of why each test was done, what products are offered and why they should buy these products through our office. They’re also aware that they should inform the doctor of specific visual or comfort issues they might have omitted when talking with staff. Repeated education from staff and education materials about UV protection, buying high-quality products from our office and the need for annual eye examinations, help both the doctor and staff because the patient already understands the basics behind the recommendations that will come at the end of the examination.

Enter: the Doctor

Education continues as the doctor enters the room and proceeds with the examination. Our office’s founding doctor, Kelly Kerksick, OD, likes to remind staff that people can only be expected to retain up to three things. This is why we use 911 instead of a seven-digit number to call for emergency help. For a comprehensive exam, the doctors take the time to educate patients if a prescription is necessary and which type of correction will work best for their situation. If there are no questions about glasses, then a health evaluation is performed. The patient is then educated on his ocular health with specific detail to any problems that were noted. They’re also informed about what treatment or lifestyle changes are recommended. At the conclusion of the examination, there’s a short recap on all of the findings. For example, a relatively healthy exam will conclude with a recommendation for glasses, sunglasses and a reminder to call immediately if any signs or symptoms of a retinal detachment are noticed. Other patients who have more serious conditions are shown in-office video clips, given pamphlets on their condition and are directed to call the office if they have questions. Patients fit with contact lenses not only go through a teaching session with trained staff, but also receive a sheet full of tips that will help them troubleshoot later. Again, small repetitive doses of information are key!

Once in the optical area, the doctor makes the hand off to the optician by repeating the recommendations for products and recall. At this point, the optician repeats the recommendation as they help the patient select products and proceed to check out. As patients leave, they should be completely up to date on the health of their eyes, which treatments and products were recommended and when to return to the office.

This well-rehearsed delivery of dosed education is important for retention and compliance. The flow of information is not only important to the patient, but to the office. If patients don’t understand the reasons for testing, lens coatings or regular follow-up, they may be unhappy or they may miss their follow-up appointments.

We use multiple senses to present information because people learn differently: person-to-person interaction, handouts and visuals. When patients leave happy and informed, the office benefits not only in the short term, but well into the future. nOD