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    How to increase your optical capture rate



    Let’s role play

    Technician: "Mrs. Smith, tell me about your eyes. Last year you complained about __________. Is this still a problem for you?"

    Review the patient’s answers to visual acuity lifestyle questions.

    Mark the lensguide and return it to the patient saying: “Mrs. Smith, based on what you’ve told me, I’ve marked some lens materials and treatment options you may want to consider.”

    By the end of the exam, the lensguide will become the patient’s written documentation of your practice’s professional recommendations.

    When the doctor enters the room, he or she asks for the lensguide and asks the patient, “Mrs. Smith, tell me what you are doing when your vision most bothers you.”

    If the doctor agrees with what the technician suggested, he or she simply reinforces those choices with his or her recommendations.

    If the doctor feels like another spectacle lens technology would be better, he or she stars those blocks of text.

    While it is certainly good patient care to educate patients about their spectacle lens options with a lensguide, please don’t forget that the patient comes to a doctor’s office for your expertise and will not be offended by a recommendation about “best” lens technology.

    For example, "Mrs. Smith, you're having difficulty seeing in dimly lit areas because you are presbyopic. You need assistance seeing near and far and because of that I recommend _________ (give what you consider to be the ONE best option for that patient: Progressive Lenses, Bifocal Contact Lenses, A/R, UV, etc.)

    Not your style? What about the following word pattern delivered with a smile, a positive voice and eye contact?

    “Your prescription did not change much this year, which is always good to see, but there are some other aspects of your eyeglasses I want one of our eyewear consultants to talk with you about. There have been some amazing advancements in lens technology in the past year, which can improve your vision.” 

    What if I were your patient?

    Remember my problem? Computers and digital devices. Here is what I would like for you to tell me.

    “Mrs. Suter, computer glasses provide a wide and deep field of vision at an intermediate distance between 18 and 24 inches, which is the normal distance between your eyes and the computer screen. You will find that you’ll see the screen more clearly and will not have to handhold your glasses in an uncomfortable position to see the screen. Working on the computer will be a lot easier and less stressful.”

    Escort patient to optical

    Donna Suter
    Donna Suter is president of Suter Consulting Group.

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