The phone rings and a robotic voice that seems to try to sound human and friendly requests a contact lens prescription verification. The prescriber has eight business hours to respond, because according to the Federal Trade Commission, “If the prescriber does not respond within the required time, the prescription is verified automatically, and the seller may provide contact lenses to the consumer.” Now that many offices are closed due to COVID-19, what happens?
To find out, I placed a call to an online contact lens seller. I explained that my doctor’s office was temporarily closed and could not verify my prescription, but I needed contact lenses. The representative told me that if I knew what my prescription was, I could place the order. She then said, “If no one calls us back to verify the prescription, we will conduct a passive verification anyway, and you can still get your lenses.” I could have ordered any kind of lenses in any quantity. When offices are closed for a period of time, more patients are going to turn to online ordering. What can practitioners do to keep their patients safe?
Most offices have answering services, so requests can be relayed. If a staff member can access office records remotely, they can verify the prescription and report back to the seller. Call forwarding for the office or remote access to voicemail or email can work similarly. Absent that, a staffer may be able to go to the office once a day to verify the prescriptions. If none of those options is workable, there are steps you can take when the office reopens. If the sellers contacted you by fax, review them anyway, even if the eight-hour window expired. Contact those patients to let them know that the office has reopened, and you are there to serve their contact lens needs. Take the opportunity to remind them of proper contact lens handling and hygiene. If the prescription is incorrect, make sure the patient knows to stop using the lenses, and arrange to get replacements. Of course, if the prescription expired, a friendly reminder for an exam is appropriate. Likewise, with voicemail messages and emails. Keep records of all requests and your communications with the patients.
Now might be a good time to consider one of the industry platforms that enable patients to order their lenses online directly from you. They can provide revenue while the office is closed. While it is frustrating for eyecare practitioners to be unable to verify contact lens prescriptions, remember that patients see themselves stuck without contact lenses at a time when most other facets of daily life have become more difficult. May you and your patients stay safe and well!
Learn about an adaptive contact lens technology that changes with the digitally connected wearer's age-related vision requirements with our CE, Exceptional Comfort and Vision on the Tip of a Finger, at 2020mag.com/ce. It’s free, courtesy of an educational grant from VSP.
