The primary goal of eye care professionals should be to offer patients optimal eyewear solutions tailored to their unique lifestyle requirements and visual needs. The Vision Council’s 2024 Market inSights report indicates that eyeglasses remain the predominant form of vision correction, with only 19% of U.S. adults opting for contact lenses.1 Consequently, a significant portion of the population may not be experiencing the advantages associated with contact lenses, and eye care providers may be foregoing opportunities to enhance practice revenue.
To reach this 81%, it is essential to engage patients of all ages in informed conversations regarding the potential of contact lenses to provide greater visual independence from spectacles and enhance overall quality of life.2
This process should begin with ensuring that all office staff members are equipped to effectively communicate these advantages.
Lay the Groundwork
At the reception stage, staff may initiate this dialogue by asking each patient, "Are you interested in contact lenses today?" Without such inquiries, many individuals may incorrectly assume they are not suitable candidates for contact lens wear.
While doctors frequently lead discussions regarding contact lenses, there are instances when this responsibility falls to the optician. From an optician’s standpoint, it is essential to recognize that we often have more time with patients than doctors do, offering additional opportunities to assess and address the patients’ comprehensive vision needs. Whether advising on supplementary eyewear or educating new contact lens candidates about the benefits contacts can provide, opticians should make the most of every opportunity to support patient well-being and informed decision-making.
Don’t Forget Dual Wearers
According to recent research from the Contact Lens Institute (CLI), most eye care professionals aren't addressing patients' complete vision needs.3 In 75% of cases, glasses wearers didn't have contact lenses discussed during their last exam, and 45% of contact lens users weren't asked about glasses.3 This shows a gap in meeting patients’ overall requirements. The CLI found that 20% of people who only wear glasses are very interested in trying contact lenses, and likewise, 20% of contact lens-only users are highly interested in glasses.3 As a result, practices are missing chances to recommend dual wear options, which could better serve patients and boost revenue.
Dual wear describes patients who alternate between the use of glasses and contact lenses for vision correction. This approach offers flexibility, allowing individuals to choose, based on factors such as mood, activities, or specific occasions. There is notable interest among patients in utilizing dual wear options.
Therefore, when necessary, the optician should assume responsibility for continuing patient care following the doctor’s assessment. Patients seek guidance from eye care professionals and expect both the doctor and the optician to provide recommendations that optimize their visual health and enhance their daily activities. Frequently, the most suitable recommendations can be discerned from patient feedback, even when it is expressed indirectly.
Ask the Right Questions
Although it is possible to inform the patient of their needs, it is more effective to elicit this information directly from them. For example, asking the patient to describe a typical day, or identify situations where their glasses may present challenges, can provide valuable insights into their vision requirements. This information enables the formulation of appropriate recommendations. Furthermore, linking these recommendations to specific concerns or issues expressed by the patient during the consultation reinforces their relevance and effectiveness.
As the optician, it is essential not only to respond to patients' inquiries and address their concerns, but also to provide information on the range of available contact lens designs and modalities. Additionally, discussing your practice's philosophy and mission offers an opportunity to reinforce the values guiding patient care. This approach is important, as it can significantly impact patients’ purchasing decisions.
Make Your Social Responsibility Efforts Known to Gen Z and Beyond
Recent research from CLI indicates that Gen Z and millennials place a higher value on brand authenticity, personalization, and social responsibility compared to previous generations.3 Of note is an 18-point difference between Gen Z and Gen X respondents in their emphasis on social responsibility.3
It is therefore advisable to ensure all office personnel are informed about your practice's social responsibility initiatives and can articulate these efforts, clearly, to clients. For example, front desk staff should be knowledgeable about programs such as contact lens recycling. Transparent communication, in this regard, may address potential patient concerns regarding the environmental impact of disposable contacts, such as the daily disposal of both the lenses and blister packs
Rely on Staff to Set the Stage for Successful CL Wear
By engaging patients early, and providing thorough training and instruction, you can help them start successfully. Delivering an exceptional lens-wearing experience encourages long-term satisfaction and increases the likelihood that they will remain successful contact lens wearers throughout their lives.
Read the full article and more staff insights from Andrew Bruce in his Depth of Focus article.
Andrew Bruce, LDO, ABOM, NCLEM, FCLSA, is a 2023, 2024, and 2025 Contact Lens Institute Visionary.
He is a licensed master optician and contact lens fitting specialist in Vancouver, Wash., and founder of ASB Opticianry Education Services.
