Less one or two, more about you

Fast-forward to today, and while we might be a bit more self-sufficient (with fewer tiger attacks to worry about), the world has changed. Life has become more digital, and interactions more fleeting. But, if a post-pandemic world taught us anything, it’s that relationships still matter. And not just with friends and family, but with our patients and customers too. 

Whether it was teaming up to find the best foraging grounds, or joining forces to fend off a sabre-toothed tiger, people have always needed people

Patient connections

As optometrists following a thorough eye examination that includes all of the relevant clinical tests, we might all arrive at the same clinical outcome for a patient. However, ask yourself: who feels more looked after? The patient we test on autopilot, or the patient who we take the time to talk to and listen to? Of course it’s the latter.

So, if the answer is that obvious, why don’t we always do it?

Of course, time pressures can be an issue, but let’s not forget that we are not just refraction machines, not just sellers of spectacles, and not just diagnosers of disorders. We are wonderful, unique, one-of-a-kind humans. And so are our patients.

So, next time you’re running through history and symptoms, why not go ahead and slip in a question or two about how they like to spend their free time? Ask if they have any exciting travel plans. Compliment their scarf or shoes. If they mention struggling with near vision, open up a conversation about what it is they love to read. Be curious, be genuine, and people will open up. What better way to start building up trust?

If your memory is anything like mine, I’d recommend making a few subtle notes on the patient’s record card post-conversation too. Imagine how valued a patient would feel if, at their next visit, you remembered to ask how their grandson is settling into university, or if you offered them their favourite coffee while they choose their new frames.

In my experience, whether it’s with your patients, colleagues, or even your suppliers, investing in relationships pays off – not just from a business perspective, but for our own job satisfaction too

More than just patients

I know that if I’m honest with myself, getting to know my patients isn’t just good for them, it also makes my job as an optometrist more interesting too.

Over the years, I’ve had fantastic book and travel recommendations, and heard a wide array of interesting stories from patients. I had one patient tell me how they shared a plate of crisps with the Queen (yes, really), and another who had sailed around the world. I’ve been gifted homemade jam, photography prints, and even picked up the most random facts about butterflies and trains – you never know when that might come in handy in a pub quiz.

Learning about our patients’ lives also makes us better optometrists. If we know they love painting landscapes or mountain biking, we can recommend the best lenses, second pairs of spectacles, or talk about contact lenses to truly enhance their hobbies. Plus, when patients feel that level of personalised care, they remember it.

As optometrists we are here primarily to look after people’s eyes, and that should include knowing how they use them day to day. Therefore, learning about their life and their likes is crucial.

In my experience, whether it’s with your patients, colleagues, or even your suppliers, investing in relationships pays off – not just from a business perspective, but for our own job satisfaction too.

On that note, mine’s a coconut latte if you’d like to write that down.

About the author

Kirsty Litherland is an optometrist and co-director at Holland Opticians, an independent opticians that is part of Hakim Group