What would you have said?

[Carly Ess]

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I was shadowing an OD, and a patient complained saying that she was very upset and frustrated that her contacts were not working. She said that her old contacts (which are no longer made) worked great, but now the new OD has been trying new ones, and they don't work for her.

The OD didn't really respond.

What would you have said to her?

 

[DryEye]

Yes, I have also seen this situation while shadowing. Usually I hear that it is "all their head". :S But if the CLs are discontinued there really isnt much that the OD can do. I have witnessed this situation when the OD trys to change the CLs to a much more healthy and newer brand....

 

[eyestrain]

There are also patients who will say things like that so they can go back to their CHEAPER contacts.

 

[KHE]

I was shadowing an OD, and a patient complained saying that she was very upset and frustrated that her contacts were not working. She said that her old contacts (which are no longer made) worked great, but now the new OD has been trying new ones, and they don't work for her.

The OD didn't really respond.

What would you have said to her?

This doesn't happen that often but when it does the best way to handle it I have found over the years is to say this:

"Mrs. Jones. I know it's frustrating for you. It's frustrating for us as well. We want you seeing clearly and comfortably with your lenses as much as you do. Don't worry though, we will work through this together and we'll get you seeing well again. It may take a few visits to nail it down but we'll get there. There's no additional fee for the follow up visits and the nice thing about this all is that we'll see enough of each other over the next few weeks that we'll become really good friends. " (rimshot)

I can only think of one patient in my entire career who remained belligerent after that speech and that person was a jerk long before the contact lens issue came up.

 

[gochi]

get lasik.