In today’s fast-paced world, contact lenses often fall to the bottom of patients’ priority lists. Between work, family obligations, and daily responsibilities, remembering to schedule an eye examination or contact lens evaluation, order replacement lenses, or schedule follow-up appointments can slip through the cracks. Therefore, implementing a contact lens follow-up and ordering system does more than create convenience for you and your patient—it reflects eye care excellence. These systems increase patients’ contact lens adherence, build patient satisfaction, and drive practice growth.
When consistently implemented across all patient encounters, a robust contact lens follow-up system has the potential to transform contact lens management from a variable process into a predictable service model. When every staff member follows these established protocols, practices create a reliable experience that patients can count on while simultaneously making sure patients are adherent and driving operational efficiency and profitability for your practice.
Staying competitive
Contact lenses have become commodities. Although eye care professionals once exclusively dispensed these medical devices, they are now available through a variety of online retailers and superstores. However, practices can still maintain their competitive advantage through strategic patient engagement. Implementing a system for follow-up care and automated reorder reminders makes your practice the best choice for your patient’s contact lens needs. This approach transforms everyday purchases into long-lasting patient relationships, making buying their contacts anywhere else less appealing.
Developing a standardized contact lens protocol is the key to optimizing patient satisfaction and practice revenue. Success demands a systematic approach that guides every patient with contact lenses through an identical, streamlined journey from their initial call inquiring about an appointment and pricing through final delivery, whether that is an annual supply shipped to their doorstep or in-office pickup. This consistency is crucial.
Today’s optometric practices have unprecedented access to many contact lens management solutions and digital tools, from comprehensive practice management systems to specialized add-on platforms, that automate and enhance contact lens follow-up and ordering processes. Practices can choose between crafting customized protocols or leveraging existing technological platforms, with each option offering unique advantages in streamlining contact lens services.
Contact lens management softwares, platforms, and resources
Here are a few things to consider that help eye care professionals with follow-ups for patients with contact lenses:
1. Rev360/RevolutionEHR (SmartFLOW)
- Provides patient communication tools and automated recall systems
- Offers contact lens subscription programs
- Includes inventory management and reorder reminders
- Has a notable cloud-based electronic health record (EHR) system specifically designed for eye care
2. ABB Optical Group (Abby)
- Handles contact lens fulfillment and reordering
- Provides patient communication services
- Offers business analytics to identify patients due for follow-up
- Is one of the largest contact lens distributors in the US
3. Alcon (MARLO)
- Offers service for automated reordering
- Includes patient communication tools
- Provides subscription options for contact lenses
- Helps practices retainpatients with contact lenses
- Occasionally provides a complementary tablet for the office to followup on patients and order contact lenses
4. CLX System
- Specializes in contact lens management software
- Automates reorder reminders and patient communications
- Integrates with multiple practice management systems
- Focuses specifically on retention of patients with contact lenses
5. Solutionreach
- Is a patient engagement platform used by many optometrists
- Sends automated appointment reminders and recall messages
- Provides 2-way texting capabilities
- Offers online scheduling options
6. Weave
- Offers unified communication platform for healthcare providers
- Has smartphone system that identifies patients when they call
- Sends automated text reminders and review requests
- Boasts payment processing capabilities
7. Eyefinity
- Offers practice management software with patient communication tools
- Includes contact lens ordering and tracking
- Has patient portal functionality
- Integrates with various EHR systems
8. Dr. Contact Lens
- Provides marketing and ordering software for eye care practices to easily market and sell contact lenses to their patients
- Returns control of the patient relationship back to the eyecare provider
- Sends automated reminders for refills and for patients’ next appointments
Here are key features these companies typically offer:
- Automated appointment reminders
- Contact lens reorder notifications
- Patient recall systems
- Practice analytics
- Integration with practice management software
- Online ordering portals
- Patient communication tools
- Subscription program management
Many of the contact lens follow-up platforms mentioned offer free demos. Take the time to explore and determine which solution best meets your optometric practice’s unique needs.
The positive impact of a follow-up system for patients with contact lenses
“Patients leave our practices to purchase or repurchase their contacts from somewhere else because of confusion, cost, and, most importantly, convenience,” Brianna Rhue, OD, FAAO, FSLS, founder of Dr. Contact Lens, says. “With a follow-up system like Dr. Contact Lens, you are digitizing their contact lens prescription for them inside your contact lens store, allowing them to order their contacts in 1 click while utilizing their vision plan benefits and rebates and connecting their contact lens script back to your practice.”
Having a system to follow up with your patients with contact lenses can significantly enhance their experience and benefit your practice. Here is how.
Providing support for first-time contact lens wearers
For first-time wearers, their contact lens experience can often feel overwhelming and confusing. They may not know what to expect or may not understand what the next steps are. By reaching out through follow-up emails, texts, or phone calls, you demonstrate genuine care for them and provide reassurance. This allows you to address concerns, such as discomfort with diagnostic lenses, vision clarity, or scheduling a follow-up, ensuring their needs are met with personalized attention.
Integrating the “wow” factor for new patients who are established contact lens wearers from another practice
Established contact lens wearers coming from another practice often compare their current experience with previous eye care providers. A follow-up system can leave a lasting impression, earning compliments, stellar online reviews, and patient referrals. This extra level of service wows your newly established contact lens wearers, creates patient loyalty, and highlights the professionalism and care provided by your practice.
Encouraging better contact lens adherence
Establishing your contact lens follow-up system with your patient encourages proper contact lens adherence with contact lens use, reducing the risk of complications. Educating patients and addressing concerns early creates trust and helps ensure long-term eye health. This follow-through system will set you apart from other practices and lens purchasing options.
Creating a contact lens follow-up system
An organized follow-up strategy for patients with contact lenses can significantly enhance patient satisfaction and practice growth. Here is an example of how our optometric practice implements our contact lens follow-up system.
Step 1: Educating potential patients on contact lens offerings
This interaction begins before the patient even makes their appointment. Start by ensuring patients know and understand your contact lens offerings. We do this several times during patient interactions.
Online and digital channels
- Website: Include a dedicated contact lens tab featuring blogs and articles about contact lenses for kids, teenagers, and first-time wearers as well as about specialty lenses for keratoconus, myopia management, etc.
- Social media: Share posts about the pros and cons of wearing contact lenses, go live to discuss proper lens care, and emphasize the importance of a professional contact lens evaluation.
Intake forms (online or in person)
Every patient is asked whether they are interested in contact lenses at least 3 times before seeing the doctor, even if they told us during check-in that they are here “only for eyeglasses.” We ask the patient:
- At the time of scheduling their appointment (online, over the phone, or via text)
- At check-in (in-person)
- During prescreening
Repeating this question at least 3 times (before seeing the doctor) avoids the common challenge of patients deciding they want contact lenses only after their eye examination is completed.
If a patient expresses interest in contact lenses, we immediately provide a written copy of our contact lens agreement. This document outlines the process, fees, and policies for contact lens fittings, evaluations, and ordering, which ensures transparency and prevents misunderstandings.
Step 2: Educating and preparing patients interested in contact lenses
Once a patient decides to proceed with contact lenses, we verbally review our contact lens agreement, including fees, the fitting process, and the importance of proper training, even for experienced contact lens wearers who may have developed poor habits. We also emphasize how thorough training ensures they know how to properly care for their lenses before leaving with their diagnostic contact lenses.
Step 3: Diagnostic lens period
After the initial fitting, patients are given a period of 7 business days to wear their diagnostic lenses. If they feel comfortable with their vision and contacts, they can call, text, or email us to order their year’s supply or return for adjustments at no extra charge. If they exceed the 7-day window, a new contact lens evaluation is required. This policy creates a sense of urgency, encouraging timely follow-ups. Approximately 20% of our patients order lenses the same day they are fitted, and 80% go through our follow-up procedures.
Step 4: Follow-up
Our practice’s follow-up system ensures consistent communication by using automated and personalized messaging followed by a final reminder. We use email, text, and phone calls with personalized templates to remind patients to order their year’s supply or schedule follow-ups within 7 days. If a patient does not respond after the 7-day trial period, we send a final message explaining that they will need a new evaluation. This final message often encourages patients to reach out to us, whether it is ordering their year’s supply of lenses or scheduling another evaluation.
Step 5: Finalizing the contact lens experience when they decide to order
When a patient orders contact lenses, we ensure the process is seamless and personalized by providing shipping options or suggesting in-office pickup. For patients who prefer shipping to their home or work, we place the order through our contact lens distributor. Most distributors offer drop-shipping without including a wholesale invoice, ensuring a smooth delivery experience for your patient.
If the patient opts to pick up their lenses at the office, we make it a celebratory experience. At pickup, we present them with a special offer: 30% off any Plano sunglasses with the purchase of a year’s supply of contacts. To make it easy, we have a tray of sunglasses handpicked for this patient, ranging from value options to luxury styles.
When our patient comes in to pick up their supply of contacts, we take this opportunity to focus on the importance of having a backup pair of eyeglasses in case of contact lens issues. A discount is offered on a backup pair of eyeglasses in addition to their contacts. Often, this leads to patients buying a second or even third pair, such as sunglasses or prescription eyeglasses, once they see the value in having their backup pair in case of an emergency.
Conclusion
Creating a structured, patient-focused system ensures a seamless contact lens journey that improves contact lens adherence, enhances patient satisfaction, and builds long-term loyalty. A well-defined contact lens strategy and follow-up process are essential for an exceptional patient experience. By going above and beyond, you build trust, deliver outstanding customer service, and differentiate your practice from others. Not only will your contact lens sales increase, but so will your revenue from the sale of additional pairs of glasses during pickup. These efforts create loyal patients who appreciate your practice’s care and attention, ensuring long-term success.
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