training tactics

CL Hand-off Techniques

by Karlen McLean, ABOC, NCLC

Contact lens wearers visit eyecare professionals more frequently. According to CIBA Vision research, overall, the contact lens-wearing population averages an eye exam every 18 months versus an average of 24 months for eyeglass wearers.

That makes doctor-to-technician-to-patient communication even more critical from every standpoint.

What's said in a few minutes among a doctor, technician, and patient can make the difference between a practice-vested client who purchases product and services regularly and a walkout with Rx in-hand.

NICE AND CONCISE

"The hand-off is important because this is where the major disconnect occurs," says Allan Tocker, OD, in private practice with two locations in Wilmington, Del.

That's why it's important to get a jump on hand-offs by reviewing protocol between the doctor and technician on a regular basis.

"The hand-off begins long before a patient arrives at our office," says Lynnell Lowry, MD, of Alamo Eye Institute in San Antonio, Texas. "Rose, the technician, and I work together to find products that both of us believe will work. I come from the angle of eye health and product quality; Rose's focus is on the practical, like ease of fit and reproducible outcomes. We also discuss my philosophy on who should be fit, who shouldn't, and why," she says.

The team has a consistent way of treating and discussing problems so that when patients do have issues, everyone knows what to do.

In the best hand-off, the patient and technician understand doctor instructions quickly and thoroughly.

"When handing off a patient to a technician, I give a brief, one- or two-sentence summary of my exam findings and the goal of the visit to the technician," says Susan Resnick, OD, of Drs. Farkas, Kassalow, Resnick & Associates with two New York-area locations. "This reinforces the clinical plan I've already reviewed with the patient in the exam room."

Repeating the supply amount of contact lenses to be ordered, the preferred care solutions, and follow-up visit schedule is also important to help eliminate technician errors and patient misunderstandings.

"I inform the technician and state in front of the patient when I have a written lens order," Resnick says. "I tell them their lenses will be mailed directly to them and when they can expect to receive them."

TECHNICIAN TIPS

Empower technicians by training them and having confidence in their authority. Consider having separate exam lanes, one for the doctor and one for the tech. This helps instill professionalism, patient confidence, and smooth patient flow.

"We make the hand-off while transitioning from my exam lane to Rose's," Lowry says. "I hand over the chart along with the patient. The whole process takes around 20 seconds. A more complex hand-off takes place similarly, but I add some specific comments about wear time, followup, solutions, or a preferred brand. This may take around 30 seconds."

A tech's involvement with patients is more in-depth than the doctor's in most cases. Techs are the go-to people for patients, if properly trained and supported.

"If patients are having a problem, the tech reassures them that we deal with that kind of problem on a routine basis and that our office specializes in difficult cases," Resnick says.

TAKING INITIATIVE

Establishing an annual dispensing initiative, starting in the exam room with pull-through in the office, keeps the process smooth and successful. Consider adopting these steps:

1. The doctor initiates dialogue while a patient is in the chair.
2. The doctor then tells the tech to order an annual supply.
3. Patients are offered the available rebates.
4. The office matches rebates to build the annual dispense. EB