The phrase “demanding patients” doesn’t necessarily work because all patients need and deserve the best when it comes to their eye care and contact lens care. But there are a few patients who take their demands just a little further than most. These are the patients who are the toughest to make happy. Develop your contact lens strategy and take on this challenge with confidence.
First, ask the right probing questions. Find out specifically whether it is a vision or comfort issue and then dig deeper. For example, with contact lenses, does their current vision blur at the end of the workday, or is it an all-day issue? When does their discomfort begin normally? After filtering out their specific concerns, take these steps to help ensure success:
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Be empathetic to their concerns. Let them know you understand their issues and where you think the root problem is. My patients are told that my goal is for them to love their contact lens-wearing experience!
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Discuss the plan and how you are going to fix their issues with daily disposable contact lenses. Discuss how new technology can help improve things. For example, if patients are complaining about their night vision, discuss how new optics and contact lens treatments will help them see clearer at night with less surface dryness.
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Bring it back to reality in a positive way. Sometimes, patients just need to understand the differences between glasses and contact lenses. For example, with a toric contact lens wearer, practitioners could explain that they can dial their astigmatism in to the 1º with eyeglasses, but contact lenses only come in 10º steps.
Don’t let demanding patients drain your energy and derail a busy schedule. Develop your plan to attack these patients with daily disposable contact lenses and win them over. They may even become your highest referrals for the time and care you provided.
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