CHECKLIST		TIPS
Take customer to a quiet area that you can use to teach them Wash and dry your hands.		Ensure the area is clean and tidy with: Basin Mirror Tissues Contact lens dispensing mat (See 'Useful Resources' at the bottom of this page)
Give a thorough demonstration of putting the lenses in and taking them out.		Take time to demonstrate how to handle, wear and care for contact lenses, especially for a new contact lens wearer.
Talk through steps and demonstrate, whilst the customer observes, then get the customer to do step.		Depending on lens type, discuss lens care options. Explain hints and tips on contact lens wear, (you can take these from 'Choosing and using soft contact lenses' booklet - see below)
Ensure you talk customer through each stage, using checking questions to ensure that the customer understands and feels confident in the end. Offer them the booklet 'Choosing and using soft contact lenses' and ask them to sign the compliance agreement.		Keep the compliance agreement with their record card.
Confirm their next appointment.

MAGIC	TRAGIC
"I was dreading this part because I don't like putting things near my eyes but she made me feel at ease and didn't pressure me.  I wear my lenses regularly now without any bother!"

Questionnaire Section

9-1	Where was the teaching appointment undertaken?
	Clean, tidy, quiet room away from distraction   M	A
	Clean, tidy area in main dispensing area with some distraction  M	B
	Untidy, messy room away from distraction  L	C
	Untidy, messy area in main dispensing area with some distraction  N	D
	Other  N	E
	NA   N	NA
9-2	Did the support staff clearly demonstrate inserting and removing your contact lenses?
	Yes   M	A
	Talked me through it but did not demonstrate  L	B
	No N	C
	NA  N	NA
9-3	If solutions are required with your lenses, were these adequately demonstrated to you?
	Yes very clearly   M	A
	Yes somewhat clearly  L	B
	No not very clearly  N	C
	NA  N	NA
9-4	Did a member of staff address any concerns that you might have had regarding the use of contact lenses e.g. eye irritation, lenses falling out, swimming in lenses etc   M	Y	N	NA
9-5	Did you understand all the information given to you?  M	Y	N	NA
9-6	Were you asked to sign / did you sign a disclaimer/agreement to say that you understood all the information given to you?  M	Y	N	NA
9-7	Was an appointment offered for your next aftercare check-up before you left the practice?  M	Y	N	NA
9-8	Did you leave the practice confident that you could manage at home with your contact lenses?  M	Y	N	NA

Useful Resources

Touchpoint 10 training presentation
Slides and practical exercises - everything needed to train practice staff. Your CIBA VISION Business Development Manager is trained to deliver this material effectively    

Touchpoint 10 training notes
These notes accompany the presentation and can be used to train any staff in practice involved in this stage of The Customer Journey.    

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