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Editor: Neil B. Gailmard, OD, MBA, FAAO
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Reusing Patients’ Own Frames
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June 23, 2004
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In keeping with last week’s tip on waivers, disclaimers and informed consents, I’ll share another office form with
you this week. As I stated, too many of these are a big turn-off to patients, so pick your battles carefully and
adopt these only if they present a significant problem in your practice. I try to balance the need to keep things
simple and positive with my desire to inform patients in advance of things they need to know. I have found that
telling people in advance about our policies on such things as payment of fees, insurance plans, and warranty
coverage works very well. It’s always fair if it’s known in advance.
Smaller offices can rely on a verbal statement, but with multiple technicians it can sometimes be hard to know if
patients were really informed of a policy, or not.
We are always happy to re-use a patient’s old frame, as long as it’s in good condition and fits well. But there are
a few technical issues about frame re-use that the average consumer is not aware of, and we must educate them. Our
concern is the responsibility of breaking or damaging the patient’s frame while in the process of placing new
lenses into it. See the handout below for how we handle this.
We always inspect the frame first for defects or cracks, and we may decide that the frame is not in acceptable
condition to accept new prescription lenses. In those rare cases, we show the patient the problem and decline to
re-use it.
One final problem that exists when using the existing frame is that the patient may have to go without his or her
primary eyeglasses while the frame is sent to the lab for new lenses. Since my office has an in-house surfacing
and finishing lab, this is only a problem when a patient has a vision plan that requires the use of a vision plan
lab.
As we point out defects in the old frame, the importance of a spare pair of glasses, and the sharing of
responsibility of frame breakage, some patients change their mind and decide to select a new frame, which may be a
smarter decision in some cases anyway.
Here is the handout we use whenever we place new lenses into a patient’s own frame. A signed copy is kept in the
patient record.
Policy for Placing New Lenses in Patient’s Old Frame
We are happy to make new prescription lenses for your own frame if it’s in good condition and fits your face
properly. If we accept your frame for re-use, we pledge to use the utmost care in handling it. But in a small
percentage of cases, the frame material will be worn or brittle to the point that it will not support a new pair of
lenses.
Please be aware that older frame styles are often discontinued by the manufacturer and replacement parts are usually
not available. This presents a problem if the frame breaks and can’t be repaired.
If your frame breaks during our lens insertion process, the lenses initially made for that frame cannot be re-used
for a different frame style. We will make new lenses at no additional charge for any new frame you choose, but the
cost of the replacement frame will be at your expense.
I understand and accept this policy.
Patient’s signature_____________________________ Date ___________
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