Eye examination and explanation of results.

Some simple tips collected from successful practices.

CHECKLIST		TIPS
Offer customer a seat Confirm the reason for the eye test.		Advise them where to leave their coat, bag, etc. Use customer's name - treat them as individual from the start. Ensure the patient is made to feel relaxed and at ease. Wear name badge with your title.
Record and refer back to notes of thorough medical history.
Check that, if wearing contact lenses, they have been removed.
		Use open questions early in the examination to give customer opportunity to air any concerns.
Using their completed lifestyle questionnaire to pick up on relevant points in booklet.		This is good way to ice-break and make the customer feel comfortable. If they play a lot of sports, do they consider their eyecare to be adequate?
Explain process of tests as you carry them out. Take history and symptoms Refraction and trial frame (over 40's plus tests). Refraction with phoropter slit lamp exam tonometer Pulsar tonometer ophthalmology		Use appropriate language, for example 'it's alright if you need to blink', 'look straight ahead', 'shine a light'. Again, clarifying and checking questions to put customer at ease.
At the end of the tests, explain your findings. Explain prescription findings/changes to customer. Use diagrams where necessary to aid your explanations. If there is 'no change', explain additional eyewear options and tell them that you will introduce them to your colleague, the dispensing optician, to give them an 'MOT' on their specs. Confirm their date of next eyecare appt.		This will help to put customer at ease & increases confidence. You can use the 'Choosing and using soft contact lenses booklet' to give them a record of their vision correction needs. Discuss various eyecare options. Ensure that you refer to the Lifestyle questionnaire or to your discussions about lifestyle. Confirm age and use of specs, for example daily disposables DD to meet lifestyle needs Open/closed questions to encourage dialogue Ensure the patient understands the reason for each question.
Ensure that the room is clean, tidy and smelling fresh. Perhaps avoid heavily spiced food!

MAGIC	TRAGIC
"When visiting opticians previously I'd always felt like I was on a conveyor belt/being processed. This optician called me by my name, gave me plenty of time to tell him about my concerns regarding contact lenses and treated me like an individual"	"The optician had noticeably dirty hands. Very unhygienic and off-putting. He also smelt of burgers-not very pleasant!"

Questionnaire Section

5-1	Did the Optometrist greet you by name?  M	Y	N
5-2	Did they restate their name?  M	Y	N
5-3	Was the Optometrist wearing a name badge or was there a name on the consulting room door?  L	Y	N
5-4	Once in the consulting room, how were you made to feel?
	Relaxed and at ease                    (Please comment)  M	A.
	Slightly uncomfortable                  (Please comment)  L	B.
	Very uncomfortable                      (	C.
5-5	Were you invited to sit down?   L	Y	N
5-6	Were you advised where to put your belongings?  L	Y	N	NA
5-7	Did the Optometrist take a thorough medical/optical history?  M	Y	N
5-8	Did they use open or closed questions whilst gathering the information?  M	Y	N	NA
5-9	How easy was it to air your feelings/concerns with/to the optometrist? (Please comment)
	- Easy.  M.	A -
	- Quite easy M.	B
	- Not easy L .	C
	- Very difficult N.	D
5-10	Did you feel that the optometrist had a good understanding of your particular lifestyle needs? (either from questioning you or from reading your lifestyle questionnaire) H
	- Very	A
	- Reasonable	B
	- Poor	C
5-11	Did they clarify and summarise this information back to you before proceeding?  M	Y	N	NA
5-12	Were you given an explanation of what was now going to happen to you? (Tests and locations)  H	Y	N
5-13	Were explanations repeated throughout the eye test? M	Y	N	NA
5-14	Did you feel at ease asking questions?  M	Y	N
5-15	If you are 40+ or have a family history of glaucoma, were any of the following tests carried out during the eye examination?
5-15a	Measuring the pressure in your eye (often a puff of air) (test for Glaucoma)  M	Y	N	NA
5-15b	Measuring your visual fields  (bringing a small target in from the periphery or asking how many small lights are flashing in front of your eyes) (test for Glaucoma / brain tumour)  M	Y	N	NA
5-16	At the end of the eye test were you happy with the explanation given by the optometrist of the findings?
	-Very M	A
	- Fairly L	B
	- Not really that happy N	C
5-17	In your opinion, how did you feel that the eye test was carried out?
	Very professional and informative  H	A
	Reasonably professional and informative M	B
	Unprofessional and with limited information L     (Please comment)	C.
	Extremely unprofessional and unpleasant     N   (Please comment)	D.
5-18	Did the Optometrist have good personal hygiene? M (hands, breath etc)	Y	N
5-19	Was the consulting room clean & tidy?
	Very clean and tidy & smelt fresh? M	A
	Mainly clean & tidy? L	B
	Not very clean & tidy / Stuffy? N	C
5-20	If you needed a prescription, how did they explain this to you? Score NA if you did not need a prescription and go to section 10
	Sensitively  M	A
	In a matter of fact way L	B
	In an offhand manner N	C
	NA (did not need a prescription)  N	NA
5-21	If you needed an updated prescription, did the Optometrist discuss your various eyecare options with you? Score NA if you did not need an updated prescription and go to 5-22.
	Spectacles and contact lenses  H	A
	Spectacles only L	B
	Spectacles and spectacle lens coatings M	C
	Other - please comment  N	D
	NA (did not need an updated prescription)  N	NA
5-22	If there was no change in your prescription did the Optometrist offer any alternatives to your spectacles?
	Contact lenses  H	A
	New spectacle frames M	B
	New spectacle lenses or coatings M	C
	NA	NA
5-23	Did the Optometrist look at the condition of your spectacles?   M	Y	N	NA
5-24	Were you advised when your next eye test was needed? M	Y	N

Useful Resources

Reading test: with contact lens messages
By popular request! A reading test that inspires the reader to ask their optician about contact lenses. Call Customer Services on 0800 336655 to order, quoting code 91000509.

Touchpoint 6 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 6 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.