Doctor Patient Relations

Ask Four Questions that Can Improve Patients’ Lives

By Laurie L. Sorrenson, OD, FAAO

When patients are in your exam chair, it’s easy to get distracted with small talk, but there are certain questions you should never forget to ask. These questions are essential because they give you the answers you need to improve your patients’ lives. To set the stage for this conversation, always ask patients to bring all eyewear, as well as the contact lenses they were prescribed, to their annual exam.

Do You Have Prescription Sunglasses?

Begin by asking patients if they have any sunwear at all. If they have a pair of high-quality plano sunglasses, don’t stop there. If they are a patient with vision correction, ask whether they ever considered prescription sunglasses. If they answer that it’s not something they have use for, offer some examples of times when a pair would come in handy: “There are days when you’re going to be outside in a bright sun with glare that your glasses–even with Transitions–is not going to be sufficient. A pair of polarized, prescription sunglasses will save you a lot of trouble. Otherwise you’ll find yourself switching between your glasses to do things like reading, and then putting the sunglasses back on afterwards. With prescription sunglasses, you can see everything you need to see without having to worry about carrying two pairs of glasses or being uncomfortable squinting the whole day.”

Do You Have a Separate Pair of Glasses for the Computer?

Patients spend more time than ever on the computer. Many, such as students and office workers, spend the whole day with their eyes glued to a computer screen. If you spot either of those circumstances in your patient in-take form, or patient lifestyle questionnaire, see how they are keeping their eyes safe and comfortable. Those who are happy with their glasses and have no prescription change may balk at the idea that they should invest in yet another pair of glasses. However, when you explain the strain computer work can put on eyes, and the newly discovered risk that blue light from electronic devices poses, they may change their mind: “That tired, dry feeling your eyes can get at the end of the day, after spending hours doing work on a computer, can be relieved. We have lenses we can put in your glasses that will help offset the effects of eye strain from computer use. The lenses we have now can cut down on uncomfortable glare from the computer, and can protect your eyes from the blue light that comes from the computer screen. This is important because that blue light has been found to contribute to sight-threatening eye conditions like macular degeneration. So, you’ll be more comfortable and you’ll be keeping your eyes healthier.”

Do Your Eyes Itch, Burn, or Feel Dry? What Do You Do For Them Now?

Dry eye is increasingly common with the aging of our population and from the many prescription drugs that cause dry eye as a side effect, but many of your patients may not realize that is what they are suffering from. Asking them not just whether their eyes feel dry, but about the symptoms of dry eye, including itchiness and burning, can make it easier for you to diagnose and treat this condition. If the patient responds that they are feeling this kind of discomfort, ask about what they do when their eyes feel this way. Many may be using over-the-counter “remedies” like Visine that may make the problem even worse. Let the patient know you have treatments for their dry eyes that may be more effective than what they find on drug store shelves: “I have drops I can prescribe that may help relieve that itchy, burning feeling,” and contact lenses that will keep your eyes more moist.”

What is the One Thing You Wish You Could Change About Your Contact Lenses?

Contact lens patients may not realize that they shouldn’t feel the pressing need to take their contacts out as soon as they get home after a long day. They may think it’s a given that their contacts won’t be comfortable after wearing them for 10 hours of work. Or they may think contact lenses are too much of a hassle to bother with because they don’t realize there are now daily disposable contact lenses that require no lens care routine, and can simply be thrown out at the end of the day. Let patients know they have options in the contact lenses they wear, so there is no reason they shouldn’t feel comfortable and hassle-free about their contacts: “That uncomfortable feeling you’re describing at the end of the day can be fixed. I can give you contacts that let more oxygen in, making your eyes feel less dry. I have monthly contact lenses like this that you can try, or an even better choice, may be contact lenses with the same ability to let more oxygen into your eyes, but which can be thrown out at the end of every day, so you don’t need to worry about cleaning them or remembering when to change them.” Providing options to a dissatisfied contact lens patient can change a potential contact lens dropout into a patient who happily stays in their contacts for years.

These four questions are not the only four that you should ask patients, but they lay a good groundwork for ensuring the essentials of your patients’ eye health and visual comfort are well cared for.

What do you think are the most important questions to ask patients in the exam room? Why? How do you respond to common patient concerns in these areas?

Laurie L. Sorrenson, OD, FAAO, is president of Lakeline Vision Source in Austin, Texas. To contact her: sorrenson@att.net.

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