Quiz For Troubleshooting the Demanding Patient

Lucy is wearing her first pair of progressive addition lenses. She returns after 1 day complaining of insufficient reading area. Your first step is to:

Lucy’s new progressive lenses are accurately made and the PD’s and seg heights are correctly measured. The reading area still seems small. Your next step is to:

Lucy’s new progressive lenses are properly fitted and verified, but the reading area still seems small. Your next step is to:

Lucy returns a week later and somewhat sheepishly explains that what she’s been describing as her reading area is really her intermediate. She’s using her new glasses at work where she spends most of her day at a computer. Now you should:

Ricky barges into your office, angry that his distance vision is not clear and that he just had a near-miss while changing lanes on the freeway. He is loud and using inappropriate language. Your first step is to:

Ricky is not calming down and you realize that your current patient is going to require more time than you anticipated. You:

Later that day, you meet with Ricky. Your first step is to:

Ricky says that his straight ahead vision is fine, but when he looks to the side everything is blurred. Your first step is to:

Ethel has a new prescription for her eyeglasses. She’s very happy with her frame. You see that there are signs of wear indicating that the lenses will probably outlast the frame. You should:

After an hour, Ethel has narrowed her choices to three frames, each with its own positive characteristics. You should:

Ethel paid great attention to choosing the perfect frame for her new eyeglasses. However, she’s been in for a “tiny” adjustment four times in two weeks. You keep finding her trying on frames. You should:

The last adjustment has brought Ethel’s new glasses back into the original alignment. She is waiting at your dispensing table with a troubled look. You should:

Mr. Rogers has changed frame materials twice in his lifetime. He’s worn both gold-filled frames and zyl frames with no problems. His new frame looks great but he notices a bit of redness and irritation at his temple area. You should:

Mrs. Ricardo has always worn a frame with adjustable nose pads. Her new frame is supplied with non-slip silicon nose pads which have irritated her nose. Your options are:

Fred is very pleased with the research he has done and the decisions he has made. You should: (use the following paragraph to answer the question)
Fred has brought you his latest Rx and is ready to order new eyeglasses. He produces a folder containing all the research he’s done. He has decided that a polarized transitions progressive addition lens is the perfect combination for his everyday needs. Fred spends most of his day working at a computer and is an avid reader. The lens must have a wide intermediate area for his computer work and a wide reading area as well. He’s looked at frames on the internet and has chosen a compression- mount drilled rimless frame with a narrow “B” measurement for a very stylish look.

Fred is certain that a single lens design will satisfy all his visual requirements. You should:

Fred is a frugal man and believes that a variable tint lens will serve as both everyday glasses and sunglasses. You should:

Fred has decided on a compression mount rimless frame with a narrow “B” measurement. He has found information on progressive lenses that are designed for these narrow frames. You should:

Helen is a new patient picking up her new glasses. Her immediate reaction is that she does not see any more clearly with her new eyeglasses than she did with her old ones. You should:

Mr. Taylor has been wearing his new eyeglasses for a month. While shopping at a local discount store, he believes that he could have purchased the same pair there for much less. He is angry and believes that he was overcharged. You should:

Ricky Jr. has broken his new glasses for the third time in the 6 months he has had them. His mother is furious and is alternating between berating her son for his carelessness and accusing you of selling defective eyewear. Your office policy will replace frame and/or lenses two times per year. You should:

Helen is back in your office with her now 6-month old eyeglasses. She has decided that progressive lenses are not for her and wants to change the lenses to bifocals with lines. Your policy states that any changes will be done at no charge within 90 days of purchase. You should:

Bea purchased a second pair of eyeglasses from your sale display 10 months ago and has broken a temple. The frame is no longer available in her color, but you have the same model in another color. The sale display is clearly marked “No Warranty” but she says she didn’t see it. You should:

Andy is a long time patient at your practice and is accustomed to paying for his eyeglasses when he picks them up. Your office policy has changed and you now require a 50% deposit when the order is placed. You should:

The requested Rx:
-4.00 D Sphere OU
PD = 63
While verifying the RX you find the power of the lenses to be -4.25 and the optical centers positioned at 64 mm

Ordered Rx:
OU -3.00 -0.75 x 180
Verified: -3.00 -0.50 x 005
According to ANSI Standards

Ordered Rx:
OD +2.50 -1.00 x 45
Verified + 2.50- 0.50 x 43

An Rx was ordered specifying a base curve of +6.50 D. Upon final inspection is noted that the actual base curve received is +6.00 D.

Identify the frame material most likely to cause an allergic reaction.

What is the most important skill to utilize when working with a demanding patient?

Mr.Taylor needs to tilt his head back in order to use the reading addition. The adjustment looks fine. The most likely cause is that the

The (Back Vertex Power) Minimum Requirements on Distance Refractive Power ANSI standards gives the tolerances on the

During your first visit with Bea, you used the term “progressive lenses”. She wanted bifocals like her old ones — flat-tops and didn’t know what to expect until they were delivered. A way to prevent such mishaps is to avoid using “_______”.

Before dispensing, the finished eyewear should be inspected to be sure that they meet or exceed

During your first discussion with a new patient when selecting the best style of lens, you should

Office warranties and policies should not include

Wilma works at the computer all day. She has been prescribed her first multifocal. You should explain to her that she should

Even in the best of dispensaries you can run in to a demanding patient. It is your responsibility to maintain a calm and rational environment so that

Even with clear warranties and office policies, you may need “____________” in order to keep the difficult patient satisfied.

When talking with and listening to a returning patient’s difficulties with their new progressives, a good way to start when searching for a solution would be to