Provide structure, foundation, education, and demonstration

A well-trained and dedicated contact lens technician is invaluable to the success of one’s contact lens practice: They enable the optometrist to serve more patients with greater efficiency and proficiency by virtue of their taking on related tasks the OD is not necessarily required to perform. This, in turn, can create patient loyalty, staff loyalty (engagement), referrals, and profitability.

Here, I share steps to develop a contact lens technician.

PROVIDE STRUCTURE

I recommend beginning with a well-structured and organized plan for the training process. This should include a list of all the procedures (some described below) unique to a contact lens practice that will be directly delegated and those with which the optometrist will need assistance. Additionally, this includes establishing a training schedule and coming up with goals, such as “the trainee will perform corneal topography on their own on five patients by May 6, 2022.” Doing so keeps the OD and the trainee motivated and on track.

It makes sense to provide training on the most frequently utilized procedures and devices first. For the procedures, the ones commonly delegated are diagnostic lens application, patient training on lens insertion, dispensing, post-fitting follow-up calls, and telephone triage, as they do not necessarily require the expertise of the OD. Frequently utilized devices include the topographer — already mentioned — radiuscope, and v-gauge. When the optometrist feels the trainee has mastered the previous devices, more complex instrumentation, such as AS-OCT and scleral profilometry, can be introduced.

Lastly, I suggest the OD consider expanding the training to include dry eye disease (DED) diagnostics and management. These services are an integral part of a comprehensive contact lens practice. (For a list of DED diagnostics, see bit.ly/36UEY20 . For a list of DED treatments, see bit.ly/3Hxq9z6 .)

PROVIDE FOUNDATIONAL EDUCATION

The trainee’s involvement, as an extension of professional guidance, is enhanced by their having a foundational knowledge of anterior segment anatomy and a basic understanding of contact lens types, designs, and functions. To provide this foundational knowledge, the optometrist can schedule lunch-and-learns and in-house visits with the various contact lens manufacturers. Additionally, it makes sense to consider providing access to online courses and videos, as everyone learns differently. As examples, ODs can find videos related to soft contact lens insertion and removal training on many of the manufacturers’ websites. Meanwhile, The Gas Permeable Lens Institute offers staff training videos (https://www.gpli.info/staff-training/ ). Finally, doctor alliance groups also provide resources within their member portals.

DEMONSTRATE TO TRAIN

For each patient care procedure the optometrist wants to delegate, I recommend demonstrating how it should be done and then have the trainee practice on another staff member. I have found that role-playing ensures the trainee has an excellent command of and ability to perform the above procedures, as well as the ability to communicate instructions and provide explanations to patients.

Positive reinforcement and timely responsiveness to “weak spots” are important. Therefore, having a checklist (below) gives the trainee the opportunity to self-assess and reach out for help.

TRAINING CHECKLIST

 

 

THE RESULTS

Staff will appreciate the optometrist’s dependence on them, and they will feel as valuable as they are with excellent training and your continued commitment to their education. OM

DR. RESNICK is president and managing partner at Drs. Farkas, Kassalow, Resnick, and Associates, a contact lens and anterior segment specialty practice in New York. She is a diplomate in the Cornea, Contact Lens, and Refractive Technology section of the AAO, a diplomate of the ABO, and a fellow of the Scleral Lens Education Society.