I figured I’d write a little something to help patients understand what is expected of them when they walk into an optical or eye-doctor. This may come as a surprise to some patients because they are after all paying for our services. I only bring this up because I have noticed a clear disconnect between many healthcare professionals and their patients. This is especially true in the eye-care related industries which have chains of stores that put forth a more retail setting. So, what do you as a patient need to do and more importantly why do you need to do it.

• Bring a notepad and a writing utensil when going to any doctor. If the doctor mentions any eye-condition, write it down and ask follow-up questions. This is important! Cataracts and diabetes will impair vision in a way not correctable with contact lenses or glasses. In the case of diabetes in particular, managemant of sugar level is paramount to seeing correctly.
• Know your insurance! Asking us what insurances we take is silly. If anything, you should ask if we take a particular insurance since this would lead to the desired yes or no answer. If you do not know what insurance you have, call your Human Resources Department at your place of employment. Vision Insurance is different than medical insurance. Many people have medical and dental. Just as dental insurance is separate from medical, vision insurance is set up in a similar fashion. Remember, your insurance is your responsibility. If they don’t pay, you are responsible for it. You would be surprised how some insurance companies don’t pay. Insurance is by far the worst experience for me personally. It’s confusing, illogical and often times infuriating. Many insurance companies do not cover anything on upgrades and do not relay this information to their subscribers. Also check your eligibility before going to an optical. I can’t tell you how many times a patient will know they weren’t eligible and didn’t tell me.
• Remember when buying glasses that these are optical devices first and formeost. What is fashionable may not lend itself to correcting your vision properly. For the most part, glasses can be both fashionable and optically useful, but not always.
• Glasses do take time to make. Know that glasses are designed specifically for you. Few other items take into consideration the amount of detail needed to make a pair of glasses. If an optical has a surfacing lab, they can deliver many prescriptions within 2 hours or so.
• Not all lenses are the same. Just as there are makes and models of vehicles each with their strengths and weaknesses, lenses are the same way. We, as opticians, are here to help you.
• Lastly, do not go to a chain expecting the same flexibility as an independent store. Just as McDonald’s doesn’t serve fillet mignon burgers and have fountain Dom Perignon soft drinks, many chains will not carry Zeiss, Rodenstock or even all the Varilux brand lenses. I work at a discount chain. I have been asked various times if we sell Gucci, Prada, Coach, Dolce & Gabbana and others. Last I checked, those items were classified as “premium” frames. Usually the best of the best in terms of fashion and materials and commanded a hefty price along with it. Discount chains inside Walmarts do not carry those types of frames. Discount chains have less expensive frames. For the life of me, I simply can’t understand someone walking into a discount chain and getting upset that we don’t carry designer frames.

So why I am bringing this all up? I find that in the pursuit of customer satisfaction a certain level of ignorance is surfacing that is difficult to work with. Most importantly it is frustrating the patient to no end. I have had people come up to me and ask what insurance they have as well as people with macular degeneration ask me why the glasses aren’t helping, having forgotten their diagnosis. It gives the false impression that we as healthcare professionals don’t know what we are doing. The truth is we are left between a rock and a hard place. We want to make the patient happy, but have to make the patient aware of their responsibility to themselves.

Tell me what you think