|Increased Comfort Delivers
Lasting Patient Satisfaction
|Nothing drives referrals like satisfied patients. And nothing satisfies patients
like the comfort and minimal corneal staining that can be provided by
ACUVUE® OASYS™ Brand Contact Lenses with HYDRACLEAR™ Plus. In
a recent clinical study, new wearers exhibited no significant difference in
corneal staining and reported no significant difference in overall comfort
between ACUVUE® OASYS™ and no lens. And in an in-market trial, 89%
of patients fit with ACUVUE® OASYS™ would recommend their doctors
based on their experience. How will you satisfy your patients and build your
practice with ACUVUE® OASYS™?||
Eye care practitioners frequently ask how to handle the sticky situations that can
arise with contact lens fees. Is it always smart to charge a refitting fee if you
want patients to try new lenses? When should a refitting fee apply and how do
you explain it to the patient? Should follow-up visits be included in a refitting or
itemized separately? If you didn't charge a fitting fee, how do you handle patient
complaints and ensuing office visits that arise right after prescribing a new lens?
What should you charge if you evaluate diagnostic lenses in the office on a new
fitting, but you or the patient decides to not go through with the order? Is it a
good practice to charge a fee only to adjust it out if anyone complains? How do
we respond to patients who don't understand the need for contact lens
Clearly, there are many scenarios that can occur and the fee issues can be
challenging. I think the best way to analyze this topic is by presenting individual
case reports and I'll do that over the next few weeks. It behooves us to have a
clear understanding of contact lens services and fees so we can train staff
members and communicate well with our patients.
Before we jump into managing some of the real world situations stated above, we
should review some of the terms that are often used in contact lens services. If
I've learned anything about eye care practice it's that there are many, many
different office policies and procedures in use for contact lenses. Accordingly,
communication can be confusing and it's easy to misunderstand another
For example, a contact lens exam may include a general eye exam plus any
additional testing needed to fit contact lenses, all for one fee. It may include
patient education and training and follow-up visits or those could be an additional
cost. Or, it may include all office visits for a year. On the other hand, a contact
lens exam may be structured as an additional service from a comprehensive eye
exam with a separate fee charged and itemized on the bill.
There are many definitions for the terms contact lens fitting and refitting, although
some doctors don't like the term "fitting" and may call it contact lens prescription
and management or various other descriptions. And what is a contact lens
evaluation? Are exams, fittings and evaluations all the same thing? Should
there be different levels of complexity in CL fittings with different fees? How do
contact lens service agreements fit into this?
A system to consider
There is no right or wrong to how contact lens services are packaged or
organized and the terms really don't matter as long as people understand what
we are talking about, but I'll share with you my preferred system for contact
lenses. Here are some definitions that I use for CL services.
A comprehensive eye exam by a doctor in my practice is always required before
a contact lens fitting (within six months). The eye exam has a separate fee.
Contact lens materials are always charged separately.
- Contact Lens Evaluation.
The evaluation of the fit and Rx of an existing pair of contact lenses on an
established wearer, usually performed at the time of an annual eye exam.
This evaluation includes additional tests that are not always done in a
routine eye exam, such as slit lamp evaluation of the lens on the eye,
over-refraction, keratometry and corneal topography. This service carries
a separate fee from the eye exam fee and it's itemized on the patient's
statement. I do not have different levels of complexity for a CL evaluation
because by definition it is only performed on successful cases that do not
need a fitting change. If a fitting change is needed, then the CL evaluation
is replaced by a different service: a contact lens fitting. CL fittings have
various levels of complexity and fees that increase accordingly. A CL
evaluation leads to the renewal of the contact lens prescription and I
include power changes as part of that process, not as a refitting. It's
important for practitioners who accept vision plans to charge a separate
CL evaluation fee because vision plans generally consider this a non-
covered service and will allow the practitioner to charge the patient
privately for it. It has become a widely accepted standard procedure in
eye care in the United States.
- Contact Lens Fitting
I have four levels of contact lens fittings based on the complexity of lens
design and each level has a different fee. I don't differentiate among
patients new to contact lens wear and those who have worn them in the
past but discontinued. A CL fitting includes dispensing, training and
follow-up visits for two months.
- Basic fit - Spherical soft or gas permeable lenses on a daily wear
basis. While the fitting period is defined as two months, I usually
will only need one follow-up visit. The two month period just gives
us some reference for the follow-up care, but if we are actively
pursuing a successful fit, we will continue to work beyond that
- Advanced fit - Includes extended wear, toric and presbyopic lenses,
- Keratoconus or post-surgical fit - This service includes six months
of follow-up care.
- Orthokeratology or Corneal Refractive Therapy
I use the term refitting whenever I make significant changes in lens design
or lens brand for a current contact lens wearer. I will typically reduce the
usual fitting fee because the patient does not need training and I can use
the past and current experience to help me with the fit. These cases are
handled on a case by case basis but the refitting fee will often be 50% to
75% of the full fitting fee for that type of lens, but if the case is very
challenging there may be no reduction in the fitting fee. Follow-up visits
I have much more to come on this topic... stay tuned. Feel free to share with me
any issues or ask any questions that have been challenging in your contact lens
Best wishes for continued success,
Neil B. Gailmard, OD, MBA, FAAO
Editor, Optometric Management Tip of the Week
A Proud Supporter of
Send questions and comments to email@example.com.
Dr. Gailmard offers consulting services to eye care professionals through Prima Eye Group; information is available at www.primaeyegroup.com.
Advertiser Disclaimer: Important UV Information, Important Safety Information
Please Note: The views expressed in Management Tip of the Week do not necessarily reflect those of the sponsor.
Click to open a printer-friendly version of this tip.
Published by PentaVision LLC Copyright © 2002 - 2014 PentaVision LLC. All Rights Reserved.
If you prefer not to receive e-mail, please use the following link to remove your e-mail address from this list: Unsubscribe
This message was transmitted by PentaVision LLC, 321 Norristown Road, Suite 150, Ambler, PA 19002 | 215-628-6550
Please make sure our e-mail messages don't get marked as spam by adding visioncareprofessionalemail.com to your "approved senders" list. Please do not reply to this e-mail message.