Troubleshooting the Demanding Patient

Author: Venus Sosa, LDO, ABOC, NCLEC

Co-Author: Debra Bennett, ABOC, NCLE-AC

Venus Sosa and Debra Bennett have no relevant financial relationships to disclose. The content and format of this course is presented without commercial bias and does not claim superiority of any commercial product of service.

Course Summary

Troubleshooting the demanding patient is much like troubleshooting any other patient. Working with the demanding patient may require more patience and a more creative approach than the usual routine, but the rewards of a happy patient are well worth the effort. Lens and frame issues, plus the presentation of effective strategies, are a major part of this course. These useful strategies are designed to solve patient issues while maintaining a cordial and professional relationship.

Course Objectives

• Identify common lens, frame, and fitting issues that contribute to patient dissatisfaction.
• Analyze patient concerns to determine appropriate troubleshooting solutions.
• Apply effective communication and customer service strategies when managing demanding patients.
• Utilize ANSI tolerances when evaluating completed eyewear.
• Recommend appropriate lens, frame, and patient education solutions based on individual patient needs.
• Demonstrate professional decision-making to resolve patient concerns while maintaining patient confidence and satisfaction.

Course Assessment

There is a 40-question test at the end of the course. A successful passing score of 80% is required on all ABO-NCLE continuing education courses in order to earn the designated number of credits. You will know your grade instantly after completing the course.