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Opticians’
Handbook
Second Edition
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Opticians’
Handbook We are interested in your comments and suggestions
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Copyright © 2006
Maximizing
Patient Opportunities
The Appointment Book
Develop and use scripts that prepare the staff to answer
An appointment book with openings means fewer exams, these frequently asked questions. Scripts provide informa-
eyewear sales and more importantly, patients needing serv- tion continuity by staff for any patient as they move through
ices are not seen. Filling the appointment book depends on the office. Each section of this Handbook provides models
the skill and knowledge of the front desk person, according of scripts. For example:
to Mary E. Schmidt, president of EyeSystems, an independ- 1. Is your doctor a good doctor?
ent optometric consulting firm. 2. Which doctor in the practice is best?
The front desk person is the most important asset in any 3. Should I see an ophthalmologist or an optometrist?
office to ensure that the appointment book is as full and Provide an information sheet to staff that enables them
complete as possible. So, this should be the person(s) who to communicate special office and eyecare skills and attrib-
best reflects the office and the practice. Make sure that utes. Don’t try to be all things to all people, choose an area
they are knowledgeable about the products and services to emphasize, adapt it to your community, do it well and
available and ensure that front desk people participate in then add additional services. Improve them, communicate
product and office system training. In this way, they always their availability and then add another and so on.
represent the most contemporary in professional care. A good source of information is the Luxottica Agenda Book.
Plan to invest in two or more formal training programs
annually either internally, at trade shows or through a pro- Beginning the Sale When
fessional organization. Making the Appointment
Create a sense of pride in the front desk position. This
person impacts every patient that contacts your practice. After agreeing on a date and time and prior to hanging up,
Every staff member must understand how to correctly com- always ask patients to be sure to bring their clear prescrip-
municate the quality of the practice and the care provided. tion and prescription sunglasses with them to the appoint-
If done properly, patients arrive with an enthusiasm and an ment. Take this opportunity to assure them that while in the
expectation of quality care. If the staff is uninformed, indif- office, both the doctor and the optician will describe the won-
ferent, impatient or annoyed, patients will not book an derful selection of sunglass frames and lenses that are avail-
appointment but instead call the next practice listed in their able for their special prescription needs.
insurance plan booklet or the Yellow Pages.
Convert Eye Exams to Eyewear Sales
Phone Etiquette To capture a patient’s intention to buy eyewear, everyone in
the office needs to help the patient understand the benefits
To start, use this 12 point check 6. Don’t eat, chew or drink
of vision solutions. In this way the patient can choose which
list to set staff performance
7. Listen to what the caller says of the recommended options to buy. If they don’t hear it from
expectation levels.
8. Take clear notes you—they go elsewhere.
1. Prepare before you pick up The front desk is the first point of contact to talk in general
the phone 9. Cultivate a courteous and about the variety of products and suggest types of eyewear that
friendly attitude
2. Answer on the first two rings patients will learn about when visiting the office. The reception
10. Watch your language area (it’s not a waiting room) should be used to teach and pre-
3. SMILE
11. Treat your patients the way dispose patients about choices. So it is in the reception area
4. Introduce your office and that lifestyle questionnaires are completed, computer-generat-
you want to be treated
state your name ed descriptions are viewed and product brochures are provided.
12. Thank them for calling Awareness of options allows for a better exam because the
5. Speak distinctly
patient will be reminded to discuss their eyewear needs.
Sample Scripts
NO PRISM NO PRISM
▲ BASE OUT
2▲
PLUS MINUS
▲ BASE DOWN
1▲ ▲ BASE UP
1▲
• Usually horizontal prism is either base in (BI) in both eyes or base out (BO) in both eyes.
• Usually vertical prism is downward in one eye and upward in the other.
• When the prism indicated by the Rx varies from what is “usually” done, a call to the prescribing doctor may help
you avoid making an error in ordering.
• When horizontal prism—base in (BI) or base out (BO)—is specified, try to avoid decentration as much as possible
by careful frame selection.
• When vertical prism, base up (BU) or base down (BD) is specified, avoid using a frame with a deep (large B meas-
urement) lens shape.
Single Vision
• Spherical or aspheric design • Distance or Near Monocular • OC or PRP along frame midline
PD as required • If eye very high in a large B measurement
• Monocular PDs are recom- frame, consider vertical decentration placing
mended for aspherics the OC 5mm below pupil center
Progressives • Monocular Distance PDs • Fitting Cross (FC) fit at pupil center
• Specifiy dissimilar fitting heights when
required, order to the nearest 0.5 mm
• The Prism Reference Point (PRP) is located
2, 4 or 6 mm below the FC as specified by
the manufacturer
• Verify near PD for any convergence issues
Near Variable Focus • Monocular Near PDs • Use the manufacturer’s recommendation
or Computer Lenses
Bifocals • Binocular PDs • Segment height as measured
• Flat Tops, Round Segs • Unequal decentration look • Usually equal seg heights R/L eye
wrong cosmetically • OC or PRP along frame midline
• Use Monocular PDs only in • Fit to the top of the lower lid
extreme cases
Temple Tension
To adjust the end piece, inward or outward; brace the mounting Tightening Lenses
and increase or reduce the curve of the end piece. The end pieces Rimless mountings will ultimately become loose where the
should be angled about 90 lens is mounted to the frame. Tightening the fasteners in a
degrees from the front. Make screw and nut mount-
adjustments with flat/ round pli- ing is straight forward;
ers since the round post will not often all that is needed
kink the metal and create a point is an optical wrench to
where it will break. This works on tighten the retaining
titanium frames also. Use the nut. Be sure all wash-
double covered plier to adjust ers and bushings are
pantoscopic angle. correct; leave nothing
out. Adding a cap nut
can keep the first nut
from loosening. In the case of a compression/tension mount-
ing a rimless compression/ bracing plier can be used to
squeeze the fasteners down tight to the lens. However, it is
probably better to replace the bushings. Remember to use
manufacturer’s original parts.
“
Poor surfacing or polishing often results in a fuzzy lens-
meter target. Therefore, you can use the quality of the mires
To improve clarity, all in the lensmeter to determine lens quality.
Lastly, clarity can be reduced by the occasional “glint” or
patients should be presented reflections from polished edges and the internal reflections of
lens edges when non AR lenses are used. If patients are both-
with the benefits of AR lenses. ered by edge reflections remove the polish with an emery
WORKING TOGETHER
Sun Center features all the elements you need to promote maximum UV protection
and make eye health cool, fashionable and fun: Powerful and prestigious sunwear
brands. Extraordinary merchandising materials. Professional training seminars.
All this and more are a part of Luxottica Sun Center 2006:
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“
Scientific Performance, fades back nearly three times faster.*
As a result, patients enjoy all the benefits of clear lenses Clear, dark, fast—use these
indoors, while providing the most convenient way to help protect
against UV rays and glare in all light conditions. words to describe the benefits
Transitions V Lenses with ESP are compatible with all major AR
coatings. These AR coatings, like Crizal Alizé with ClearGuard, of photochromic lenses.
”
reduce distracting glare. Transitions Lenses with an AR coating
transmit more light indoors and become just as dark outdoors.
Glare impairs vision. It happens when an object in the field of
vision is brighter than the amount of light to which the eyes have tion medications. They can minimize eye strain and eye fatigue
adapted. As light conditions change, Transitions V Lenses adjust for comfortable vision in any light condition.
the level of tint to provide the right tint at the right time. When “Clear, dark, fast,” is how Transitions describes the attributes
combined with an AR coating, they are the optimal way to pro- of the new technology. How fast, dark and clear is illustrated in
tect patients’ eyes from the effects of glare and are the optimal the two graphs on the following page. Now, when upgrading
choice for everyday eyewear. patients from hard resin to poly or high index, tell patients they
Photochromics can also enhance contrast. Contrast sensitiv- can expect the same performance they enjoyed with plastic
ity is the ability to distinguish between an object and the viewing 1.50 index. Lenses get about 80 percent dark in the first
background. As light levels decrease, contrast also decreases. minute and often so comfortably that patients have to be
Photochromics improve contrast and enhance visual quality shown their lenses are actually working.
2.8 times faster than Next Generation Transitions Brown, standard index
Lenses get about 80 percent dark in the first minute and often so comfortably that patients
have to be shown that their lenses are actually working.
Warpage 1.00 D
www.varilux.com • www.crizalpro.com • www.luxottica.com Opticians’ Handbook z 27
Resource
Guide
An excellent source of information for you and a method to
Eyecare Business
www.visioncarece.com
Visioncareproductnews
www.visioncareproductnews.com
educate staff are trade magazines and continuing education
courses applied to a focused curriculum. There are many rea-
ONLINE CE SITES
2020mag.com
sons to develop a focused training program for oneself and
Visionmonday.com
staff. Of course they’re needed when hiring a new employee; Visioncarece.com
being well trained improves patient satisfaction, increases Visioncareproductnews.com
office efficiency, contributes to revenue improvement, ensures Opticaltraining.com
that new products, procedures or technologies are included, Opticampus.com
provides for personal growth and can improve morale. Quantumoptical.com
Many ECPs use a curriculum to assign work as a method schroederoptical.com
for review, promotion and salary increase. Have staff read, solaeducation.com
be tested and practice what was learned. marchon.com
To set up a training program, define the areas of expert- onlinecec.com
seikoeyewear.com (CE Link)
ise to improve. Develop a training schedule. Create a library
clsa.info/index.shtml (CE Link)
of magazines, provide access to the Internet and create
nysso.org/ContinuingEd
assignments. Tie those assignments to the review and goal ecp.acuvue.com/ce/intro.html
setting process. Successful completion and implementation laramyk.com/learn/ce.html
shows staff how they can grow a practice and their own jcahpo.org/ceopp.htm
capabilities.
Visit 20/20 magazine and the Opticianry Study Center at NATIONAL ORGANIZATIONS
www.2020mag.com. Use them to create a personal or staff
training plan. ABO/NCLE
www.abo-ncle.org National Federation of
E-MAIL aboncle@opticians.org Opticianry Schools
SOURCES OF CONTINUING EDUCATION (703) 719-5800 www.nfos.org
(703) 691-8357
NATIONAL AND LOCAL TRADE AND Contact Lens Society of
ASSOCIATIONS MEETINGS America Opticians Association of
– see the Calendar on page 30. www.clsa.info/index.shtml America
E-MAIL clsa@huskynet.com www.oaa.org • E-MAIL
TRADE PUBLICATIONS (703) 437-5100 oaa@oaa.org
Jobson Publishing, LLC (800) 443-8997 • (703) 437-
20/20 Magazine National Academy of 8780
www.2020mag.com Opticianry
Vision Monday www.nao.org • E-MAIL Opti Board
www.visionmonday.com info@nao.org www.optiboard.com
LabTalk, Frames Data, Inc. (301) 577-4828 • (800) 229- Online Community for Eye Care
www.framesdata.com 4828 Professionals
Illinois
Opticians Association of
Oregon
www.oregonopticians.org
E-MAIL optician@oregonopti-
cian.org
Calendar
MARCH 2006
Illinois Tennessee
31
www.illnoisopticians.org Tennessee Dispensing
E-MAIL info@illinoisopticians.org Opticians Association Eyes on New York Gala
(800) 437-4476 www.tdoa.org 50th Anniversary of SUNY Optometry, Cipriani, New York
(800) 533-6004 • (423) 681- CONTACT: Ann Warwick, vice president, (212) 938-5600
Kentucky 6773 FAX: (212) 938-5653
The Society of Dispensing EMAIL: awarwick@sunyopt.edu
Opticians of Kentucky Texas WEB SITE: www.sunyopt.edu
www.gosdok.com Registered Opticians 31-April 2
(606) 273-6469 Association International Vision Expo East, Jacob J. Javits Center, New York
of Texas (ROATx) CONTACT: Association Expositions and Service
Louisiana www.roatx.org
383 Main Ave., Norwalk, Conn. 06851; (203) 840-5610
Louisiana Association of E-MAIL samjohnson@roatx.org
EMAIL: inquiry@visionreedexpo.com
Dispensing Opticians (512) 657-2020
WEB SITE: www.visionexpoeast.com
www.lado.org
(888) 883-8722 • (504) 838- Virginia
0312 Opticians Association of APRIL 2006
Virginia 2
Mississippi www.vaopticians.org Opticians Association of New Jersey, Continuing Education
Mississippi Association of E-MAIL Seminar, Saddlebrook Marriott
Dispensing Opticians michelle@vaopticians.org CONTACT: OANJ (609) 695-0030
www.mado.org • (228) 860- (804) 282-6310 WEB SITE: www.oanj.org
1825
Washington
7-9
New Jersey Opticians Association of
Opticians Association of Washington,
Opticians Association of Washington
New Jersey www.oaw.org
2006 Spring Convention, Little Creek Casino Hotel
www.oanj.org • E-MAIL E-MAIL oawa@comcast.net 91 West State Route 108, Shelton, Wash. 98584
oanj@oanj.org (253) 630-3387 CONTACT: OAW (509) 388-1874
(609) 695-0030 EMAIL: oaw@aol.com
WEB SITE: www.oaw.org
8
Opticians Association of Virginia, Insight 2006, annual Trade
Show and Convention, Wyndham Airport Hotel, Richmond, Va.
Wyndham Airport Richmond
4700 S. Laburnum Ave, Richmond, Va. 23231
www.varilux.com • www.crizalpro.com • www.luxottica.com Opticians’ Handbook z 29
CONTACT: OAV (804) 282-6310, #3
EMAIL: michelle@vaopticians.org EMAIL: akoa@alaska.com
WEB SITE: vaopticians.org WEB SITE: www.akoa.org
23 19
Opticians Association of New Jersey, Continuing Education Opticians Association of New Jersey, Continuing Education
Seminar, Camden County Community College Seminar, South Wall Fire House
CONTACT: OANJ (609) 695-0030 CONTACT: OANJ (609) 695-0030
WEB SITE: www.oanj.org WEB SITE: www.oanj.org
25-27
Wisconsin Optometric Association Spring Spring Seminar, JULY 2006
Country Inn, Pewaukee, Wis. 13-16
CONTACT: Joleen Breunig, director of member services ForeSight East, Bermuda 2006, 14 CE hours,
(608) 274-4322 Bermuda Fairmont Hamilton Princess
FAX: (608) 274-8646 CONTACT: Lois DiDomenico, (866) 658-1772
EMAIL: Joleenwoaoffice@tds.net EMAIL: ldidomenico@jobson.com
WEB SITE: www.woaeyes.org 27-29
30 Professional Opticians of Florida, Summer Showcase,
Opticians Association of New Jersey, Cocoa Beach, Fla.
Continuing Education Seminar, Tinton Falls Holiday Inn CONTACT: POF (850) 201-2622
CONTACT: OANJ (609) 695-0030 EMAIL: info@pof.org
WEB SITE: www.oanj.org WEB SITE: www.pof.org
30
Opticians Association of Massachusetts, SEPTEMBER 2006
Spring Education Meeting, Wyndham—Westboro, Mass. 14-16
CONTACT: OAM (508) 533-1419 International Vision Expo West,
EMAIL: OpticiansMA@aol.com Sands Expo & Convention Center, Las Vegas, Nev.
WEB SITE: www.opticiansma.org CONTACT: Association Expositions and Service, 383 Main Ave.,
Norwalk, Conn. 06851, (203) 840-5610
MAY 2006 EMAIL: inquiry@visionreedexpo.com
11-13 WEB SITE: www.visionexpowest.com
Midwest Vision Congress & Expo, Donald E. Stephens 16-17
Convention Center, Rosemont, Ill. CLES—Clinical Hands-On Training Courses,
CONTACT: Association Expositions and Service, Basic to Intermediate
383 Main Ave., Norwalk, Conn. 06851, (203) 840-5610 Two-day course, basic contact lens fitting. SUNY Health
EMAIL: inquiry@visionreedexpo.com Science Center, Syracuse, N.Y.
WEB SITE: www.midwestvisioncongress.com CONTACT: CLSA (800) 296-9776
17-20
Montana Optometric Association Annual Conference 20-24
Holiday Inn, Billings, Mont. Wisconsin Optometric Association Annual Meeting
CONTACT: Sue A. Weingartner (406) 443-1160 & Convention, Marriott, Madison West, Wis.
EMAIL: annual06@mteyes.com CONTACT: Joleen Breunig, director of member services;
WEB SITE: www.mteyes.com (608) 274-4322
FAX: (608) 274-8646
JUNE 2006 EMAIL: Joleenwoaoffice@tds.net
9-12 WEB SITE: www.woaeyes.org
Alaska Optometric Association (AKOA) Fairbanks Princess
Lodge ad Pike’s Riverfront Resort OCTOBER 2006
CONTACT: AKOA (877) 693-2562 5
Opticians Association of New Jersey, 2006 Conference,
30 z {Sponsored by Essilor of America and Luxottica Group}
Raritan Valley Community College Professional Opticians of Florida, Vision Preview,
CONTACT: OANJ (609) 695-0030 Fort Lauderdale, Fla.
WEB SITE: www.oanj.org CONTACT: POF (850) 201-2622
11-13 EMAIL: info@pof.org
IOFT 2004, 19th International Optical Fair Tokyo, WEB SITE: www.pof.org
Tokyo Big Sight, Japan, (011) 81 3-33498508 5
FAX: (011) 813 3345-7929 Opticians Association of Massachusetts,
WEB SITE: http://www.ioft.jp, email: ioft-eng@reedexpo.com Annual Meeting & Fall Education Conference,
13-15 Wyndham—Westboro, Mass.
Opticians Association of Washington, 2006 Fall Convention, CONTACT: OAM (508) 533-1419
Pasco Red Lion Hotel, 2525 N. 20th Ave, Pasco, Wash. 99301. EMAIL: OpticiansMA@aol.com
CONTACT: OAW (509) 388-1874 WEB SITE: www.opticiansma.org
EMAIL: oaw@aol.com 4-5
WEB SITE: www.oaw.org CLES—Contact Lenses, Intermediate to Advanced
11-14 SUNY Health Science Center, Syracuse, N.Y.
American Academy of Ophthalmology Annual Meeting, CONTACT: CLES (800) 296-9776
Las Vegas, Nev., Sands Expo at the Venetian 9-11
CONTACT: American Academy of Ophthalmology, OLA 2006, Optical Laboratories Association’s annual meeting
(415) 561-8500 and convention, Gaylord Palms, Orlando, Fla.
FAX: (415) 561-8533 CONTACT: Carmen Sevilla, (800) 477-5652 or (703) 359-2830
WEB SITE: meetings@aoa.org FAX: (703) 359-2834
15 EMAIL: carmen@ola-labs.org
Opticians Association of New Jersey, 2006 Conference, WEB SITE: www.ola-labs.org
Raritan Valley Community College 10-11
CONTACT: OANJ (609) 695-0030 Tennessee Dispensing Opticians Association (TDOA)
WEB SITE: www.oanj.org 2006 Fall Review course,
19-22 contact lens review: Nov. 10, spectacle review: Nov. 11
Great Western Council of Optometry CONTACT: TDOA Headquarters (800) 533-6004
Doubletree Lloyd Center and Oregon Convention Center, 10-11
Portland, Ore. Wisconsin Optometric Association Primary Care Symposium,
CONTACT: Marti L. Wangen, CAE (406) 443-1160 Regency Suites, Green Bay, Wis.
EMAIL: gwco06@gwco.org CONTACT: Joleen Breunig, director of member services;
WEB SITE: www.gwco.org (608) 274-4322
22 FAX: (608) 274-8646
Opticians Association of New Jersey, 2006 Conference, EMAIL: Joleenwoaoffice@tds.net
Camden County Community College WEB SITE: www.woaeyes.org
CONTACT: OANJ (609) 695-0030
WEB SITE: www.oanj.org DECEMBER 2006
27-30 4
Silmo International Optics and Eyewear Exhibition, Opticians Association of New Jersey, Continuing Education
Paris Expo Porte de Versailles, Paris Conference, Camden County Community College
CONTACT: Isabelle Ferreira: 33 (0)1 43 46 27 61 CONTACT: OANJ (609) 695-0030
FAX: 33 (0)1 43 46 27 62 WEB SITE: www.oanj.org
EMAIL: iferreira@silmo.fr 7-10
WEB SITE: www.silmo.fr American Academy of Optometry, Colorado Convention Center
CONTACT: AAO (301) 984-4734
NOVEMBER 2006 WEB SITE: www.aaopt.org
3-5
www.varilux.com • www.crizalpro.com • www.luxottica.com Opticians’ Handbook z 31
LUXX_PF ad Work 3/6/06 5:06 PM Page 1
WORKING TOGETHER
Pierre Fay
Senior Vice President
Luxottica Group
In support of our commitment to your growth and profitability, we have put into action
‘‘
many powerful initiatives this year designed to help you help your patients.
It is my deepest desire that our new Luxottica programs,products and services, together with
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Senior Vice President, Luxottica Group