Efficiently fit first time contact lens wearers?

Reassure patients that they will be able to get the lens off the surface of their eye. I tell them that it’s like applying makeup: it’s not going to stick, it’s just going to float on the surface.

Also, give them homework, especially if they are nervous. Before their appointment, direct them to appropriate websites for information. It’s important that they don’t look on YouTube. CooperVision has great patient-facing information on My Lens Life, including teach videos. That way, they can see what the process is going to be. Humans like to know what is going to happen. Assuaging those fears can make them feel more comfortable and dispel some of the squeamishness that they may have.

Humans like to know what is going to happen. Assuaging those fears can make them feel more comfortable and dispel some of the squeamishness that they may have

Tips for the teach

Begin by explaining that everybody finds their own way of handling lenses. Show the patient one way, but let them know it can be adapted depending on how easy it is for them to hold their eyelids and lenses. Emphasise that, as long as the lenses go in and they can see well, there is no wrong way. Patients often get hooked on having to do it ‘the right way’ and exactly as you’ve told them, but everybody has different eye shapes, different dexterity with their fingers, and a different blink reflex.

Address each person as an individual and change the way you teach based on their personal needs and how they feel. I ask those who are particularly squeamish to line the lens up so it’s almost touching their eye, then look away at the last second so they don’t see the finger coming in. Working with a patient’s requirements is a win.

People learn best when they’re working things out for themselves. Offering tips, rather than full-on instructions, can help those who like to learn by doing

Give instruction, but then the privacy to practise, popping back regularly to check how they’re doing and what they are struggling with. People learn best when they’re working things out for themselves. Offering tips, rather than full-on instructions, can help those who like to learn by doing. Others like to have you there for support. Do what suits that individual, but don't be afraid to leave them for a while. Nine times out of 10, they work it out. With the teach, it’s important to build confidence.

Avoiding dropout

If you establish requirements early on, it makes the process smoother for the patient and the practitioner. Neither side are getting frustrated, because you understand each other. That makes a huge difference. You need to set them up for success, not for failure or for frustration.

Understand what somebody wants from their lenses, without prejudging. Find out what the three main tasks of their day are, rather than assuming, because of their job, that they spend the day on the computer. Uncover their specific needs, then recommend lenses that match those needs. Explain to the patient why the lenses you’re recommending match their needs, so they are bought in. Get that right first time, by spending time initially and getting to know your patient. If you’ve fitted them with lenses that are ideal for them, it reduces the chance that they’re going to come back unhappy. That is key for retention.

Get the contact lenses signed off on the day, because patients want convenience. They don’t want to come back to practice five or six times. Sign them up on the day, because otherwise they start to look elsewhere. Lens materials now are incredible, so have confidence in the products.

The importance of the first 24 hours

Stress that it’s important to wear the lenses every day for the first week at least, even if they’re only intending to wear them occasionally. It gets them familiar with putting the lenses on their eyes and taking them out, the sensation, and the routine of handling them. If they wear them for the first day and don’t then attempt it for three or four days afterwards, they will struggle. Encourage them in those early days, especially the first 24 or 48 hours, to get familiar with the lenses.

It’s important to give patients the confidence to contact you. I remind them that there is no such thing as a daft question. That’s important in the early days, to make sure all questions and fears are addressed. Keep them informed, showing that you’re there for them and willing to listen. We know that patients can feel like a failure if they can’t do that in the very early stages, and that can influence them to drop out of lenses, so giving them extra support is important. I talk to them about my own experience with contact lenses when I first started wearing them, and that I had to go back in a few times, because I really struggled with it. I explain that that is perfectly normal.

I have a highly trained member of staff who calls a patient after 48 hours for a check-in. If everything is okay, I have a remote call with the patient a week to two after they’ve taken the lenses. I go through all the questions regarding comfort, handling, redness. If there are any issues or if it gets flagged on the 48-hour call, get them back in for a refresher and see if there are any other tips we can offer. It’s important to not make them feel like they’re failing.