CLINICAL

  CONTACT LENSES

CHANGE PATIENTS’ EMOTICONS

IDENTIFY MULTIFOCAL WEARERS’ FEELINGS TO MAKE THEM 20/HAPPY

I CAN’T SAY that I have ever used the term 20/happy in front of my consumers, but I have definitely thought it when it comes to taking care of multifocal contact lens wearers. We are well aware that these consumers are often some of the most challenging to “make happy,” so when we can do so, it is a relief for sure! I know within the first 10 seconds of talking to a multifocal wearer during a follow-up visit whether he or she is happy or in some other state of emotion.

Here, I discuss these other states of emotion and what you can do to get them closer to :).

FROWN :(

This consumer comes in with his vision not even close to what he was expecting. Maybe the consumer didn’t hear your spiel about the adaptation period or how the fitting process happens at his first visit — regardless, he is not happy with you.

Before grabbing a new prescription, listen to the consumer’s expectations, and closely evaluate his vision with his current lenses. He may need a modified monovision/multifocal design (lower Add OU with more (+) added to his non-dominant eye). Or, perhaps distance lenses with over-readers will do. Whatever the case, listen to his complaints, and focus on how to fix them.

SMIRK :/

This consumer is a step closer to happiness. Her fitting may take a few extra visits, but she is willing to take the journey to success.

Again, take the time to fully understand her visual world. Try to narrow down what she wants and needs throughout her average day. Before jumping to a different design, consider making a change in one eye to address her issue.

For example, if she presents complaining about her distance vision, consider changing her dominant eye only. It may be changing the prescription or switching her to a lower add in that eye. Either way, attack one factor at a time. When she sees improvement, she will at least feel like the process is going in the right direction.

ALMOST-SATISFIED SMILE :)

This consumer is very close to being happy, but is requesting a little more something. Usually he is seeing fairly well, but would like to have sharper vision at either near or far. This is the “either-or” appointment.

Take a minute to explain these two options. Specifically, provide diagnostic lenses that help with his request, but tell him there are two choices: slightly extra near or slightly extra distance vision. Tell the consumer he needs to make a choice at his next follow-up appointment, or to call about which he likes, so you can finalize his contact lens prescription and order his lenses.

HAPPY :)

Success! When this consumer presents happy with her vision, both distance and near, I recommend the staff take binocular VAs at distance and near for her record. I confirm the lenses are fitting appropriately and congratulate her on how well she is seeing. At this point, I rarely change anything on the consumer’s contact lens prescription.

GETTING TO HAPPY

We all know multifocal contact lens wearers can be some of the most difficult consumers to please. Make sure they understand the fitting process and how these lenses are optimized for their unique visual demands. We all want 20/happy consumers, but it usually takes a couple visits to achieve that level of success. OM