From a patient’s first experience with our practice, to their return to the front desk at an appointment’s end, staff are instrumental in supporting us in diagnosing and treating dry eye disease (DED). Are we all utilizing staff to their fullest potential?
Let’s review the areas where staff can provide support and how. (See “Pro Tips,” below.)
Front Desk
Front desk personnel can be educated on how to handle patient questions via phone or refer patients to a fellow staff member whom they know can answer one or more questions, such as “What in-office treatments for dry eye do you offer?” Additionally, they can hand patients a dry eye questionnaire, along with the patient’s initial paperwork, to facilitate diagnosis. And the front desk or optical staff may talk with patients about recommendations of products to take home with them after their visit.
Pretesting Area
When appropriate, optometric technicians can perform point-of-care testing, including tear osmolarity, matrix metalloproteinase-9 (MMP-9), meibography, or a suite of anterior segment measurements, such as interferometry, tear meniscus height, blink rate, and blink quality.
Exam Room
A scribe can assist the OD in going over the treatment plan with the patient in detail. As
an example, the scribe can discuss the step-by-step utilization of at-home therapy, such as warm compresses, lid and lash hygiene, and ocular nutritional supplements.
Further, the scribe can explain Prior Authorization steps and advise the patient of any available coupons when picking up medications from the pharmacy.
Utilizing a specially trained DED coordinator or counselor can also be helpful in explaining in-office procedures. These procedures can include amniotic membranes, autologous serum tears, intense pulsed light, radiofrequency treatment, microblepharoexfoliation, punctal occlusion, and thermal treatments.
Specifically, this staff member can go over the treatment plan, pricing, and then schedule the patient.
Getting There
Training your staff on new specialty services can seem like a daunting task, but it doesn’t need to be. Start talking about it at staff meetings. Utilize pharmaceutical or device reps who visit your office to train your staff on their products. Dedicating “Lunch and Learn” times may also be useful in having the staff’s undivided attention for periods of time to learn about these new products or skills. OM
