By Linda Conlin, Pro to Pro Managing Editor

On October 1, the American Optometric Association (AOA) posted a notice about a recall of AquaSoft contact lenses by 1-800 CONTACTS. AquaSoft is the company’s private label brand, manufactured by Visco Technology in Malaysia. The recall was due to “a manufacturing defect that may cause eye discomfort and irritation.” For the record, I called 1-800 CONTACTS to see if I could order AquaSoft lenses after having heard about a recall. The representative told me that the issue had been resolved and the lenses were back in stock. But I still have a problem.

Contact lens and solution recalls have occurred over the years with various manufacturers. Things happen, and companies take measures to correct them. Many practices and other contact lens sellers offer private label lenses, and that’s not the problem.  The problem is how patients obtained prescriptions for AquaSoft contact lenses to begin with.

According to the AOA, “the AOA has evidence that 1-800 CONTACTS previously encouraged customers who used their online vision test, ExpressExam, to renew their prescriptions to switch to the AquaSoft brand of lenses. Customers who switched were given a prescription for the 1-800 CONTACTS-owned brand without going through a separate fitting process.” I checked out ExpressExam on the website, and it emphasizes that the free exam is a “prescription renewal service.” Customers are required to enter the parameters from their current contact lens box. That said, the site also states that, “The doctor who renews your prescription will also write additional prescriptions for different contact lens brands that work with your parameters so you can see if you like something better.” I encountered an online chat that called the options a “contact lens buffet.” It certainly seems so.

While competing with free exams and a ‘buffet’ of contact lenses is difficult, remember that the first contact lens prescription must begin with an in-person eye exam. That is the time and opportunity to educate patients that, “Contact lenses are not interchangeable and a physician’s examination of a contact lens on the patient’s eye is critical to ensure comfort and appropriateness of the lens for the patient’s eye health,” according to Jason Compton, O.D., chair of the AOA Contact Lens and Cornea Section. I believe it is also important for ECPs to be aware of how competitors are marketing and selling online exams and lenses so that we can address those issues with patients. Certainly, we are concerned for our patients’ health and safety, and we are the ones who are always there for them should a problem arise. 

Learn about building a loyal patient base and branding your practice as offering contact lens products and services not easily available elsewhere with our CE, Explore Specialty Markets to Build Your Contact Lens Business, at 2020mag.com/ce.