March 2, 2016
Kelly MacDonald, OD, of Nashua, N.H., says that ODs should train their patients in what to expect during their eye exam and in the best optical solutions for their treatment plan. Often, the suggestion of an upgrade, or second pair of eyewear for specific tasks, pays off down the road—if you nurture the doctor/patient relationship.
RECOGNIZE YOUR PATIENT TYPE. Understand how slow or how fast your patients expect the exam to go, how much time they expect you to spend chatting with them about their personal life, and the time they expect you to spend answering their questions about eyecare and eyewear options.
RE-TRAIN PATIENTS. If you get the patient of another doctor in your practice, know that their expectations may differ from that of your own patients. If they plan to continue seeing you as their doctor, re-train them to suit your style of practicing.
TRAIN TO FUTURE NEEDS. You can direct your future relationship with the patient, setting their expectations for future eyecare and vision needs.
MAKE PERSONALIZED NOTES. In each patient’s records, document what you discussed in possible new eyewear and personal life events, and reference those points in the conversation the next time you see them.
PLANT A SEED. Let patients know that a new product, like computer eyewear, or daily disposable contact lenses, is a possibility for them. There’s a good chance at least some of them will think it over, and ask you about the previous year’s recommendations when you see them again.
PRESENT NEW TECHNOLOGIES. Let patients know whenever there is a new technology, such as a new contact lens or a new progressive lens. Make the time to discuss new options, balancing the conversation of exciting emerging products with an efficient patient flow.
Kelly MacDonald, OD, is a partner with Drs. Helfman, Lasky & Associates in Nashua, N.H. To contact her: kellymacdonaldod@gmail.com
