By Johnna Dukes, ABOC

I admit that I am a fan of the TV show, The Office. I don’t know why. I find myself cringing the vast majority of the time I’m watching it, but there’s something about the characters and how they interact that keeps me coming back. In fact, I’ve got a framed Schrute Buck in my office right next to my Chamber of Commerce plaque. Somehow, watching these characters interact has given me an insight into how to have those uncomfortable conversations successfully with patients, and here are a few tips for you.

Give Yourself the Power
In my office, I’m the boss. And as such, I’ve given myself the power to handle any situation that may arise. Sometimes we have to give ourselves the power to help people effectively. I’m not suggesting you make decisions that you don’t have the authority to make, however, give yourself the power to walk into any interaction with a patient with the knowledge that you are there to help them and that you want to do what you can, and approach the patient with this swagger. So, first, I suggest you “Boss Up.”

When it comes to any patient interaction, I like to be a problem solver. When I’m working with a patient to help them select eyewear, I’m evaluating the entire interaction as a puzzle that needs to be put together. Some of the things I’m evaluating are: Rx and how that will be affected by proper frame selection, previous glasses experience (what they liked and disliked), lifestyle factors (allergies to metal or materials, whether the weight of the glasses is bothersome, frequent breakages, computer use habits, hobbies, outdoor activities, etc.) and fashion preferences.

Eyewear selection is the best time to put your boss hat on squarely and start asking questions. “Tell me about your last pair of glasses, what did you like and what did you dislike about them?” And then really listen to what they have to say. Because as you’re wearing your boss hat, you get to take the information and compile it to come up with the best solution for this patient.

Keep in mind that not all complaints are bad. What I mean by this is that if you ask your patient pointedly what they didn’t like about their last pair, you have an opportunity to utilize that information to make sure you don’t repeat what they disliked. Yes, you are asking about unpleasant things, but you are going to use that information wisely, so even if the patient didn’t come in complaining about their glasses, you’re going to pry and try to get information in order to have the opportunity to make their next pair even better. I’d say that is a pretty boss move!

If you’ve asked what they disliked about their last pair and you uncovered that the patient is struggling to keep their posture while using their desktop computer, you’ve now discovered that your patient might benefit from computer lenses or small environment lenses. And while asking about what their outdoor hobbies are, you uncovered that they are an avid fisherman and don’t currently have any polarized sunwear. You have just found two more opportunities to help create eyewear that not only is appropriate for them, but that will likely improve their visual comfort in many different situations. All of these opportunities arose from having the courage to ask an uncomfortable question. Again, handled like a boss.

My hope for you is that you can find your inner boss and approach your next patient interaction with the swagger of someone who can and will help the patient to the best of your ability, and with all of the information you gather, use it to make the best eyewear for that particular patient. Good luck and go forth and make amazing eyewear for the masses as only a boss would!

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