My Tin Box

(Previously published in Optical Women’s Association: One Minute Mentor)

A few days before January 1, I read an article that suggested keeping notes throughout the year to remind you of special moments and thoughts. Then, when you are feeling discouraged you can read the notes. I liked this idea and realized that I had the perfect note holder-a black and white heart-shaped tin box that my new Brighton watch came in . . . . so I wrote my first note, opened the lid and in it went. As I write this, it is January 31st and I have 2 notes in my box. One simply says, “I am blessed”, and the other reminds me that “Life is about choices”. I am looking forward to taking some time on December 31st and reading my year of notes.

You can use this same concept at work by keeping a kudos file. Did a patient thank you for giving great customer service? Write in down and put it in your kudos file. Maybe you topped your personal best in sales. Celebrate with a note in your Kudos file. Other items for the kudos file include thank you notes, complimentary emails, and certificates of achievement.

A kudos file is a not only a great way to keep yourself motivated throughout the year, it becomes a very helpful tool when you are asked to complete your self-evaluation at review time. Often both managers and employees for that matter, tend to look only at the last few months of performance as opposed to the entire year. Keeping a kudos file is an easy way to make sure that none of the great things you did during the year get overlooked.

Whether you keep a tin box, a kudos file or both, make sure you recognize your special moments and your achievements.

The Trust Factor: Transitioning from Patient to Purchaser

(Published in the 2012 Fall issue of Administrative EyeCare ezine)

iStock_000012389428XSmallPatient or customer?  Providing care or making a sale?  These questions represent a dilemma for opticians in a medical practice. How do you help those you serve transition from patient to purchaser?  The answer lies in your ability to maintain the same level of trust in the optical dispensary that the person experienced in the exam lane.

In his book, The Speed of Trust1, Stephen M.R. Covey describes “The Four Cores of Credibility” as integrity, intent, capabilities, and results. Let’s take a look at how each of these can increase the trust factor and ultimately increase sales in your optical dispensary.

 

 Integrity

Synonyms of the word integrity include honesty, truthfulness, honor, and reliability. In other words, integrity is “walking the talk.” An optician who is walking the talk is simply one who does the right thing for the customer and for the employer. An optician with integrity understands that time is money and works to provide the best service in the most efficient manner. An optician with integrity will be at work on time and not use the company computer for anything that is not work-related. An optician with integrity will keep an eye on finances and will not take home even small items such as lens cloths or cleaner without permission or without paying for it. An optician with integrity is a true asset to a practice.

Intent

When your intent is to make certain that your customers receive the best solutions for their needs regardless of the dollar amount of the sale, you will develop trusting relationships. The problem with finding the best solution for the customer is that we don’t always take the time to ask and listen to the answer. The 80/20 rule is followed backwards―talking 80% of the time and listening 20%. Turn this equation around and watch the impact active listening will have on your customer.

Here’s an example: “Mrs. Smith, before we begin looking at frame styles, I want to understand how I can assist you in finding the best solution for your vision needs. What do you like the most about your current frame?”  This is where you stop talking and listen. If the customer has problems answering the question, ask more specific questions such as, “Are the nose pads comfortable?”  Once the customer has finished talking about the frame, the next question is, “Have you been happy with your vision through these lenses?”  Stop talking and listen. Again, if the customer does not elaborate, dig a little deeper by asking more specific questions such as, “Do you enjoy the ability of your lenses to darken in sunlight?”

By actively listening to your customer you will be able to confidently recommend the best solution and create a trusting, long-term relationship in the process.

 Capabilities

An optician could have all the integrity and good intent in the world, but without being knowledgeable about the products, credibility is diminished.

Don’t think that your customer expects you to have all the answers. If you cannot confidently answer a question, honestly say you don’t know and give a timeframe for providing the answer. For example, you could say, “I don’t know the answer to that question; however, I will contact our lab and get back to you before close of business today.”

 Results

Proven results instill confidence in both yourself and your customer. A results-driven person will strive for excellence but also accept blame. When something does go wrong, give your customer credit for being an intelligent person who knows that “life happens” and remain honest with the customer. Anyone can see through lies and excuses.

 Bottom Line

The first two cores of credibility─integrity and intent─relate to the character of an individual. The second two cores─capabilities and results─relate to the training and experience of the individual. Keep in mind that people of good character bring integrity and intent to the job position the first day on the job. It is much easier to train a person with good character to be capable and get great results than it is to teach someone who is capable and gets great results to have good character.

A capable optician who has a proven track record, integrity and pure intentions will have no problem in transitioning the customer from patient to purchaser.

Rebecca Johnson is President of EyeTrain4You, an ophthalmic staff training and development company. You can reach her at Rebecca@EyeTrain4You.com.

What Is The Stroop Effect?

(Previously published in The Optical Vision Site)

Try this: name the colors of the words to the right.  Do not read the word; just say the color of word’s letters.

Did you find this difficult? Most people do.  You have just experienced interference.

John Ridley Stroop documented this phenomenon in 1935 in the Journal of Experimental Psychology, therefore it is now known as “The Stroop Effect”.

The words themselves have a strong influence over your ability to say the color. The interference between the different information (what the words say and the color of the words) your brain receives causes a problem.

There are two theories that may explain the Stroop effect:

  • Speed of Processing Theory: the interference occurs because words are read faster than colors are named.
  • Selective Attention Theory: the interference occurs because naming colors requires more attention than reading words.

Try it again, but only look at the last letter of each word instead of the whole word.  Is this easier?

Testing Visual Acuity When A Patient Has Nystagmus

(Previously published in the Optical Vision Site)

Nystagmus is an involuntary, oscillating, rapid movement of the eyeball. While most people with nystagmus are born with the neurologic condition or develop it early in life, it can be acquired as a result from disease or trauma (brain tumor, diabetic neuropathy, head injury).

Nystagmus that is present all the time is referred to as manifest nystagmusLatent nystagmus is when the condition occurs only when one eye is occluded.  In manifest-latent nystagmus, the condition is present all of the time, but worsens when an eye is covered.

Since occluding one eye increases the eye movement, resulting in worse acuity than the patient’s normal, functional acuity it is difficult to check visual acuity in the traditional manner.  When a patient has nystagmus visual acuity should be tested using a high power convex lens such as a + 10.00 diopter, instead of an occluder, over the non-tested eye.  The high plus power lens will fog the non-tested eye enough so that the patient will not be able to see the chart and allow light to enter the eye keeping the eye movement from increasing.

 

.

Why is Ophthalmology Commonly Misspelled?

Previously published in The Optical Vision Site

Words using the root, “ophthalm” are commonly misspelled.  An example is “ophthalmology” which is commonly misspelled as “opthalmology” due to the way that most people pronounce the word.

By knowing the proper pronunciation of “ophthalm” you will not have a problem spelling it.  The “ph” at the front of the word is pronounced the same as the “ph” in the word, “phone”.

The correct pronunciation for ophthalmology is AHF-thal-MOL-oh-gee.   Once you learn to say it correctly, spelling it is not a problem.

Why Does The Eye Color of Some Babies Change?

Previously published in The Optical Vision Site)

The color of our eyes, hair and skin comes from a yellowish-brown pigment called melanin.   A newborn baby will continue to produce more melanin after they are born, which causes the “baby” blue eyes to gradually change to their permanent color.  The permanent eye color is dependent on the amount of pigment the iris produces. The amount of pigment generated is dependent on inherited genes.

Irises containing a large amount of melanin appear black or brown. Less melanin produces green, gray, or light brown eyes. Blue eyes contain very small amounts of melanin. People with albinism have no melanin in their irises causing the iris to appear pink in color due to the reflection from the blood vessels in the back of the eye.

If you are interested in finding out what color of eyes your child will have, check out this link to an eye color calculator:  http://genetics.thetech.org/online-exhibits/what-color-eyes-will-your-children-have.

Malingering

(Previously published in The Optical Vision Site)

The term, “malingering” is used when a patient is being dishonest concerning visual ability. Malingering is most commonly seen in school age children who want to wear glasses. Children like to imitate their peers; therefore if a friend gets glasses, the child may suddenly develop problems seeing. If it is suspected that the child wants glasses, you can try making a pair of “glasses” by using a trial frame with plano lenses. If the child reports the vision is improved with the trail frame glasses, malingering should be suspected.

Malingering can also occur when a patient may receive additional compensation for decreased vision. If an adult is suspected to be malingering, you can try this: with the patient behind the phoropter and both eyes unoccluded, fog the eye that the patient says they see better with a +3.00 lens. Next, put a plano lens in front of the eye with the reported vision loss and ask the patient to read the chart with both eyes open.  If the patient performs better than they did when testing the “bad” eye monocularly, malingering should be suspected.  Also suspect malingering if a patient reports greatly decreased vision in one eye and performs within a normal range on the stereopsis test as both eyes must be able to see in order to pass the test.

Another example of non-organic vision loss not classified as malingering is hysterical vision loss. Stress is the predominant factor and can include trauma, fear, illness and failure at work.  Patients with hysterical vision loss may have constricted tubular, spiral or star-shaped visual field results.  The vision problems usually diminish when the stress factor is managed.

You should never accuse the patient of being dishonest about their vision-just note the factual findings on the chart.  Example documentation: “Child’s visual acuity improved from 20/40 to 20/20 with plano trial lens.”

Are Traffic Lights a Problem for Someone Who Is Color Deficient?

(Previously published in The Optical Vision Site)

Daniel Flück, a blogger and author who is red color deficient writes, “Most people think that traffic lights are one of the biggest issues for everyone suffering from color vision deficiency, but they are wrong. The colors for traffic lights are very well chosen and they are always arranged in a certain order. So this is not a problem at all for most colorblind fellows.”

He goes on to state some of the real challenges for a color deficient person:

  • A sun burn can’t really be seen, only if the skin is almost glowing.
  • If meat is cooked, can’t be told by its color.
  • There is no difference between the colors for vacant (green) and occupied (red).
  • Flowers and fruits can’t be that easily spotted sometimes. And you can’t tell if a fruit or vegetable is ripe or not yet.
  • Every electrical device which uses LED lights to indicate something is a permanent source of annoyance.
  • Colored maps and graphics can sometimes be very hard to decipher.
  • By far the biggest issue is matching colors and specially matching clothes.
  • If you a have a color vision defect you can’t just choose flowers which fit together nicely, or a painting which fits with the furniture, or a carpet. You also can’t create a web site or an image with nicely matching colors. And you will never be able to easily match your shirt with your tie, your trousers with your shoes, your whole wardrobe.

Daniel’s website is quite interesting as it is written not by a doctor, but from the perspective of a person who is color deficient.  Check it out: www.colblindor.com. There is also a nice 28-page ebook, “Color Blind Essentials” that can be downloaded for free on this site.

There’s More to Visual Acuity Testing Than You’ve Been Told

(Previously published in OpticPlus Magazine)

Vision evaluation involves a lot more than making patients read the eye chart. Here are some basic steps in visual acuity testing, as well as some tips on getting the best results during the process.

Eyeducation

‘Ask the patient to cover their right eye and read the smallest line they can see, and then do the same with the left eye’ — this is how one is generally taught to evaluate the visual acuity of a patient. And if this is what you have been taught, then are not the only one.

If you are among the lucky ones, you may have received a few additional instructions, such as, ‘make sure the eye not being evaluated is fully covered’ and ‘ensure that the patient is not looking out of the bifocal segment of the glasses when checking distance acuity’. Is this all you really need to know to properly assess the visual acuity of a patient? Absolutely not!

This article discusses the basic steps used in visual acuity testing and offers tips on how to get the most accurate results.

TESTING DISTANCE VISION
Step 1 : Occlude the left eye
Watch the patient while the chart is being read to make sure there is no intentional or non-intentional peeking. Amblyopic children are especially prone to peek when the eye with the better vision is covered. If the patient wears spectacles, consider using a clip-on occluder. Simply hang the occluder from the frame to cover the eye, switching sides as needed.

When using a hand-held occluder, instruct the patient to keep the occluder touching the side of the nose. An alternate method is to hold the occluder yourself.

Step 2 : Ensure the patient is looking at the chart through the distance portion of the glasses when checking vision with correction.
Raise the exam chair for short patients to keep them from bending their neck back to look at the chart. This is particularly important when the patient wears a progressive lens as bending the neck to look upward will put the line of sight through the intermediate portion of the lens, adding plus power that is not to be used for distance viewing.

Look at the position of the frame on the face. It is easy to push the frame up on the face when covering the eye with a hand-held occluder. Or, the patient may be looking over the top of the frame.

Step 3 : Read the smallest line of letters possible.
Don’t stop at 20/20. If you don’t ask the patient to read the smallest line they can, you might not be able to get a true acuity assessment. A patient who reports decreased vision at their yearly eye exam but sees 20/20 may be told that their vision is the same as last year, when in reality they could have seen 20/15 last year and there truly is a decrease in vision.

A patient with a hemianopia may only read the first few letters on the line. If you don’t push them to read the next line, you may miss that they are only seeing half of the chart.

Step 4 : Occlude the right eye and repeat steps 1-3.
The right eye is generally tested first, however, in the case of a patient whose vision is normal in the right eye and very bad in the left eye, the eye with the worse vision may be tested first to avoid chart memorization.

TESTING NEAR VISION
Basically, the same steps and tips used in distance testing are used in near testing. However, there are a few additional tips that will help you achieve the best results:

Make certain that the patient is looking at the near card through the bifocal portion of the glasses when testing with correction.

Near vision should be tested at a distance of 14 inches to 16 inches.

Hand the patient the near card before instructing them where to hold it. You can learn a lot by observing the natural place that the patient puts the card. For example, if you hand a patient the near card and he either pulls his head back or pushes his arm out further to see the card, he most likely needs more plus power to see at near.

Observe the pupil reaction when the patient looks from the distance to the near card. The normal reaction is an equal constriction of both pupils.

There are times when the basic steps have to be altered a bit due to specific circumstances such as those listed below.

PATIENTS WITH AMBLYOPIA – THE CROWDING PHENOMENON
Amblyopia is a relatively common vision disorder that occurs when the nerve pathway from one eye to the cortical area of the brain does not develop during childhood. Strabismus is the most common cause of amblyopia. However, a significant difference in refractive error in the eye, uncorrected high refractive error, or vision deprivation as seen with ptosis and congenital cataracts can also interfere with normal cortical visual development. One characteristic of amblyopia is called ‘the crowding phenomenon’. The patient demonstrates an inability to read an entire row of optotypes, but can read a single optotype of the same size.

Let’s look at a real-life clinical scenario:

During a routine vision screening at school, the eye care practitioner recommended that Andrew, a 5-year old, be sent for a comprehensive eye examination, after the child performed poorly on a vision test. The optometrist checked Andrew by displaying single Snellen letters and recorded his vision as 20/20 OD and 20/40 OS. He prescribed a patching regimen and scheduled a return visit.

Brad is the optometrist who performed the pre-testing when Andrew returned. He tested the vision by showing Andrew full lines of Snellen letters and recorded his vision as 20/20 OD and 20/60 OS.

Has the vision actually decreased? We have no way of knowing since the original test was performed with single letters and the follow-up test was performed with a full line of letters.

Using single letter testing on a patient with amblyopia can mislead the doctor into believing that the vision is better than it really is. For this reason, visual acuity should always be measured with an entire line of letters. If you wish to note what the vision is with single letter testing also, record the vision as: OD: 20/60, single letter 20/40. Testing both the single letter and the full line vision will evaluate the potential macular vision (single letter) and the functioning vision (full line).

PATIENTS WITH NYSTAGMUS
Nystagmus is an involuntary, oscillating, rapid movement of the eyeball. Occluding one eye increases the eye movement, which will result in worse acuity than the patient’s normal, functional acuity. For this reason, visual acuity should be tested using a high power convex lens such as a +10.00 diopter, instead of an occluder, over the non-tested eye. The high plus power lens will fog the non-tested eye enough so that the patient will not be able to see the chart and allow light to enter the eye keeping the eye movement from increasing.

Visual acuity testing is an extremely important facet of the eye examination and involves more than asking the patient to read the chart. Much of the eye care practitioner’s decision-making process is based on the results of visual acuity testing.

A patient may lose their independence by having their driver’s license revoked or be considered legally blind based on the results of a visual acuity test. A young person may have to give up dreams of becoming an airplane pilot because he failed the acuity test. Make sure you document the most accurate acuity assessment possible.

Malingering

The term ‘malingering’ is used when a patient is dishonest concerning visual ability. It is most commonly seen in school age children who want to wear glasses. Children like to imitate their peers. Therefore if a friend gets glasses, the child may suddenly develop problems seeing.

If it is suspected that the child wants glasses, a pair of ‘glasses’ can be made by using a trial frame with plano lenses. If the child reports the vision is improved with the trail frame glasses, malingering should be suspected. Malingering can also occur when a patient may receive additional compensation for decreased vision, or in a patient with an emotional disturbance. You should never accuse the patient of being dishonest about their vision — just note the factual findings on the chart. For e.g., the report could read ‘Visual acuity improved from 20/40 to 20/20 with plano trial lens’.