Some optical staff enjoy catering to kids, and others might cringe when a parent brings them in. Considering under-18s represent just over a fifth of the US population, according to The World Data, they’re a market not to be ignored. That’s why understanding and training staff to meet the wants and needs of patients in young age groups is so important. To help, we sought suggestions from 2 eyecare professionals (ECPs), as well as advice from an online training company.
Feelin’ Special
Make your youngest patients feel important. Teens may think they’re too cool for this, but younger kids will love it if you hang a bulletin board in your kids’ frame area. On it, feature photos of your young customers in their new eyewear. Be sure to get their OK and the parents’ permission in writing first, however.
Another way to show them you get it: Use age-appropriate props where you display children’s eyewear. Be sure to keep it fresh.
In the area where you dispense to kids, consider putting frame bars and mirrors closer to the ground. Alternatively, use high stools to bring them to your level.
Teen Talk
Forty-five year optical veteran Colleen Hannegan, ABOC, RDO, who now has a small Rx lens business in San Marcos, California, says, “I’ve always found dealing with teenagers to be the trickiest of age groups.”
The challenge? “Parents or caregivers trying to choose, when the teenager wants autonomy, takes real patience and calmness.”
She’s handled it by listening “to both the caregiver—because they are paying and still have a strong influence— and to the teen. If the teen wants a frame the caregiver doesn’t like, I’ve gently stepped in and pointed out the positives, like fit, size, shape, and what is on trend for that age and then offered choices that might be a compromise. If price is an issue, something less expensive in a similar style could be helpful.”
“While I’ve found it best to make sure the parent sees you are concerned for both parties,” she says, “I’ve always cheered on the teens and tried to help get the style they really want. If a frame is too big for the teen’s high Rx, I suggest something smaller, of course, but in the end, I always want the wearer to be happiest with the choice!”
Be careful, however, adds Hannegan. “Don’t ever talk over the parent and try to force anything. That never works!”
Managing Myopia
From the optometric perspective, addressing myopia with both kids and their parents can be a big part of dealing with younger patients. David Holler, OD, FAAO, FSLS, president of Clarity Vision of Apex, brought myopia management into his 6 North Carolina locations several years ago because “We’ve seen a rapid increase in myopia from a younger age and with a faster progression,” he says.
How does he approach the subject with parents? “I’ll bring statistics up on the computer and say, ‘Based on age, race, and current prescription, this is where your child’s prescription will be at age 17.’”
He knows this is a big decision, so, “I’ll usually print something off to give them so they can talk to their spouse.”
The Kid Connection
What about communicating directly with young patients? CoreMedSource, an online training company based in Singer Island, Florida, offers several tips for making that connection:
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Learn the child’s name before meeting them. “Greet them first, before the parent, and address them by name, looking them in the eye if possible.”
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“Begin with a friendly, sincere greeting. ‘It’s so nice to meet you,’ will help start getting them comfortable. Smile as you meet them and then often during the visit to convey friendliness, safety, and ease.”
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Be sure to “introduce yourself, just as you would an adult; this will help them see you as a person. It also helps to squat down or sit on a stool or chair to get down to their level instead of looking down at them as you speak.”
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“Match your communication to their level. With very young patients, making them laugh can be very helpful. Adolescents can feel more comfortable when you find some common ground to discuss, such as sports teams or video games. If you are treating a teen, talk to them as you would an adult. Teens don’t want to be treated like kids.”
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Get them involved. Ask them to hold on to something for a minute until you need it or provide choices, like asking them which eye to start with.”
The point? “Walk them through the visit, explaining what you are going to do using basic, appropriate terminology. Some of this may be more for the parent, but it will help make the patient feel comfortable knowing what to expect and that you are including them.”
When caring for kids, it’s almost like having 2 patients. Though both are important, never make the mistake of putting the parent ahead of the young person in your chair, whether that chair is in the exam room or in your dispensary.
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