Time on EMR webinars, could be time spent
with you
Laughing with patients, helping them
discover
If their prescription is even worth the
bother
And I guess sometimes we all feel
confused
Do you ever have days when you expect to
turn around and see the camera crew from Punk'd or Candid
Camera standing behind you?
Susie is all set to purchase doctor
prescribed progressive lenses after her examination. Dr.
Smart wants her wearing the best performance no glare
progressive lenses for her RX. Susie admits she's been
nervous about driving the kids around town, especially after
dusk. On rainy days she pretends she's not feeling well to
avoid carpooling duties. Last week she was ticketed for
driving too slow. The neighborhood kids plastered it all
over Facebook. Throughout the day Susie is constantly
searching for her OTC readers which end up being on top of
her head. She is sick of living such a dishonest, time
wasting lifestyle. She loves the idea of wearing progressive
lenses that are designed from the ground up. The frames she
chose could not be more perfect for her.
Suddenly her accompanying friend, Pam
Pessimist, brings up a negative progressive lens experience
she had 20 years ago. Susie listens to Pam's dramatic story
about how she almost crashed her husband's car into an IRS
building. Pam goes on to tell Susie that she wouldn't dare
get those awful progressive lenses if it were her eyes.
Susie quickly decides that her OTC readers aren't that bad
after all and she can always pay a taxi driver to get around
town. She turns to Pam and thanks her for such good advice
and tells you to please cancel her eyewear order.
What would you do?
A) Tape Pam's mouth shut using your best
lens blocking pads.
B) Tell Susie it is impossible to void
eyewear orders once they are entered in your new and
improved EMR system.
C) Pull out a piece of white paper and
draw an hour glass shaped progressive lens from 20 yrs ago
and one from today and explain how technology has advanced.
D) Be courteous to Pam and acknowledge
her outdated progressive episode. Stay focused on Susie and
revisit her vision complaints, constraints and annoyances.
Bring her peer pressured decision to Dr. Smart's attention.
E) Some or none of the above.
Scott has a new RX and just wants to
purchase lenses for his current frame which shows very
little signs of wear. His RX is written for full time wear
which brings up the question of whether or not he owns a
pair of back up eyeglasses. He says he's a risk taker and
not worried about not having back ups. His girlfriend, Tina,
reminds him of an ugly spare pair of eyeglasses in his glove
compartment. Scott agrees to sign a frame release waiver.
You explain that if something were to happen to his frame
during or after his lenses were manufactured, you couldn't
promise identical frame replacement.
When the transaction is almost complete
Scott changes his mind and decides he will purchase a new
frame. Scott and Tina select a frame based on your bragging
about the frame's exceptional quality and how well it fits
and looks on him. Scott pays in full and you thank him and
send him on his way. A week later he is back to pick up his
new eyewear. What is about to happen seems to be one of the
worst ECP situations to have to recover from. While you are
in the process of dispensing this awesome pair of eyewear
that you spoke so highly of, you hear a *snap* and the frame
breaks right in front of Scott's eyes. You stare at each
other in disbelief as you break out in a cold sweat.
What should you do?
A) Some or none of the below.
B) Laugh at Scott for buying a new frame
and not using his own frame. Tell him that the new frame
really didn't look good on him. You just told him it did
because Tina liked it. If he wants, you will help him find a
different frame that probably won't fall apart.
C) Apologize (more than once) and let
Scott see and hear how you are going to handle this never
happens situation. Immediately place a call to your frame
rep or customer service and explain what just happened and
ask them what can be done yesterday/now/ASAP. Express your
feelings of disappointment and embarrassment. Assure Scott
that you and the company will do what it takes to make the
situation right.
D) Give Scott a refund and order the same
frame again and call him when the new eyeglasses are ready.
Tim is handed off to you with his RX and
Dr. Missit states that there is very little change a.k.a.
not much change at all a.k.a. slight change from his old RX
to the new one. Dr. Missit says that Tim can decide what he
wants to do about updating any eyewear. Should we flip a
coin? Obviously Dr. Missit overlooked your EMR notes in BOLD
letters regarding Tim's broken frame and pitted lenses.
You're confused as Dr. Missit walks off and you ask Tim if
you can hold his eyeglasses for a moment. He says sure but
he doubts he will change them since the doctor doesn't
really think he needs to.
What should you do?
A) Quit your job on the spot and let them
figure it out.
B) Tell Tim that Dr. Missit needs to
retire soon and the eye exam was probably a waste of time
and money. You recommend that he buy some band-aids for his
nose and just keep the eyeglasses that he has.
C) Take Tim's SV CR39 eyeglasses and the
progressive lens identifier to Dr. Missit. Use the
identifier to show the good doctor how Tim's lenses are
pitting and how the frame's nose pad arm is broken off which
explains the open wound on the left side of Tim's nose. Go
back and tell Tim that Dr. Missit has prescribed new no
glare polycarbonate lenses and new frames. If Tim seems
confused then state the obvious about his current eyewear.
If necessary ask Dr. Missit to join in on the conversation
with Tim. If Dr. Missit refuses to, then remember it's not
too late to change your answer to (A) or (B).
D) Some or none of the above.
Now that you have finished the Opti Pop
Quiz, let's find out how you scored and see if you are even
smart enough to be an ECP. Ah-ha! Gotcha! Guess what? You've
just been CONFUSED! And from one ECP to another, I hope you
stay that way.
Courteous
hOnest
Nice
Fun
Understanding
Smart
Empathetic
Determined
