CLINICAL

  contact lenses

A Fitting Discussion

Help patients understand the value of their CL evaluation. Here’s how.

JASON R. MILLER, O.D., M.B.A., F.A.A.O.

Employing contact lens fitting technology, such as topography, not only increases our patients’ perception of our practices, it also facilitates their ability to understand the importance of their contact lens evaluations. The latter cannot be achieved, however, unless we actually communicate the purpose of the technology, the meaning of the results and the need for additional use.

Here, I explain why this communication is crucial.

Purpose of the technology

In “Start with Why: How Great Leaders Inspire Everyone to Take Action” (Penguin Group, 2009), author Simon Sinek explains that answering “why” allows companies to be successful and innovative. The same is true for practices when you communicate with your patients.

Whether you’re using an anterior segment camera or a smart phone attachment, patients are more likely to understand you and follow through with your recommendations when you communicate the importance of these devices.

For example, with regard to an anterior segment camera, you’d say, “I’m taking a photo of your cornea, so I can determine its health. The photo tells me whether you’ve been complying with the prescribed contact lens regimen.” This statement explains the technology while helping patients understand how non-compliance can affect their long-term ocular health.

The meaning of the results

If the patient doesn’t understand the implications of a device’s results, they can’t act to rectify ocular issues, if any. Once the patient understands “why, ” help the patient understand their specific situation, and your explanation of the results.

Using an anterior segment camera to capture a corneal ulcer can further demonstrate the importance of compliance for CL patients.

For example, if you note a corneal ulcer upon anterior segment image evaluation, explain what it is and how it came to be. Another example: If a patient’s treatment zone with orthokeratology is off center upon topography, educate the patient on what this means and how they will not have the desired results without proper follow-up care. This enables them to understand the value of the contact lens fitting process.

Need for additional use

Delivering this information is crucial to increasing your patient return rates and adherence with your treatment plans. Thus, let patients know when you need to utilize the technology again. You can say, “In order to track your improvement, I need to see you back ____. At that visit, I will re-assess your condition and modify my treatment based on the findings.”

I recommend scheduling the patient before they leave the exam room to emphasize the importance of complying with the next appointment.

Enough said

To ensure patient satisfaction and optimum ocular health, patients must present for contact lens evaluations. To get them to do this and ensure their loyalty, we must focus on communicating the technology’s purpose, explaining results and when additional testing is needed. OM

DR. MILLER IS A PARTNER IN A PRIVATE PRACTICE IN POWELL, OHIO, AND IS AN ADJUNCT FACULTY MEMBER FOR THE OHIO STATE UNIVERSITY COLLEGE OF OPTOMETRY. SEND COMMENTS TO OPTOMETRICMANAGEMENT@GMAIL.COM.