When new insights into the habits and thoughts of contact lens wearers are published, Jade Coats, OD, FAAO, integrates them to refine her approach with new contact lens wearers, helping retain patients by enhancing their satisfaction with their lenses. She did exactly that with “Disrupting the Dropout Dilemma: Practical Steps to Keep Patients in Contact Lenses,” a new report from the Contact Lens Institute.
“These reports shift my thinking,” she explains. This report emphasizes how important early education is. “For new wearers, it’s crucial to educate them from the very beginning on all their options.. I talk to them about all of the different contact lens modalities including extended wear and daily replacements. I prefer to educate them and let them conclude that fresher is better, which is why I like to start with daily disposable or weekly lenses.”
Dr. Coats says the winning message is when patients understand how these options can fit into their lives. She focuses on reducing risks by tailoring recommendations to the patient’s lifestyle. “I ask them where they plan to wear their lenses. By taking the time to ask about their work and hobbies, including new hobbies, I can be a better doctor and understand how the person will be using their contact lenses. Then I can create a customized recommendation. The more we align the lenses with their activities, the better their experience is.”
SOURCES OF DISSATISFACTION
In the report section that details sources of patient dissatisfaction with contact lenses, 39% of new wearers cited comfort. Dr. Coats explains that offering the best option upfront can prevent dissatisfaction later on. “Extended lens wearers may not be replacing or cleaning their lenses properly,” she says. “Fresher lenses generally offer better comfort, and that’s what I want for my patients.”
The report also highlights how critical the initial stages of contact lens use are, particularly for first-time wearers. Handling lenses properly is the second most common issue for patients, cited by 40% of the new patients surveyed. In the MD/OD practice in Rogers, Arkansas, where Dr. Coats works, patients are scheduled for a dedicated time for a thorough insertion and removal (I&R) appointment. “If we can make the I&R process as smooth as possible, that builds their confidence and reduces complications. We have a whole appointment set aside for this. The encouragement and support they get in this stage are key.”
STAFF MEMBERS AS EXPERTS
Multiple touchpoints are important, too. If staff members talk about contact lenses and are available to answer patients’ questions, the patient gains confidence. “A new contact lens wearer looks at every member of our staff as an expert,” Dr. Coats says. So when staff members engage with patients for a follow-up phone call or check-in a few weeks after the fitting, it helps reassure the patient or identify those patients who might need to come back in for an assessment.
Dr. Coats makes it a point to tell patients that it may take a little time to get the prescription exactly right. “Our success rate is higher when we give patients all the information and engage them in the process. If the practitioner involves the patient later in the process, when the choices have already been made, the patient may feel like there’s no room for improvement. When we say that we’re going to make choices together and come up with the best prescription, the patient plays an active role in their success.”
The Contact Lens Institute’s report reinforces this point. Investing time in the education and early support of new contact lens wearers leads to higher satisfaction and retention. Long-term patients (>2 years of wear) are far less likely to discontinue their lenses. Eighty-seven percent of long-term wearers reporting they never stopped using contact lenses.
Dr. Coats’ philosophy aligns well with these findings, as she strives to provide the best experience for her patients. “The more time we invest in ensuring they’re comfortable and understand the value of the lenses, the more likely they are to stick with them for the long term,” she says.
READ THE REPORT
The report findings support that. The overall satisfaction rate with contact lenses soars from 67% of new wearers to 86% of long-term wearers—affirmation that investing in new wearer education and outreach pays dividends.
Fourteen colorful, at-a-glance infographics illustrate the data. These are ideal for training newly hired members of the practice team, continuing education and student instruction.
Download or read the report online for free here.
Photos: Dr. Coats and CLI
