The customer journey

1. The customer journey – Touchpoint ten

2. Wearing & caring for contact lenses (I&R) Touchpoint ten

3. Wearing & caring • Handling CLs. • Insertion & removal techniques • Contact lens care • Do’s & Don’ts • Action planning

4. Wearing & caring Handling CLs. Before starting consider • A quiet area • Patient record card & CLs • Cleanliness & hygiene • A mirror • Tissues • Saline solution

5. Wearing & caring Insertion & removal techniques • Avoid jargon i.e. say ‘Putting in & taking out’ • Make sure you are confident first • Develop a rapport • Constantly reassure • Keep calm • Men often find it more difficult!

6. Wearing & caring Contact lens care • The importance of good hygiene and proper care must be emphasised to wearers of all lens types. • Instructions must be followed carefully for each care regime.

7. Do Follow the cleaning regime, as instructed. Replace tops of solution bottles after use.  Adhere to the wearing times advised by the Optometrists or Contact Lens Optician. Keep a check on the ‘use before’ dates Discard the solution no more than a week after the ‘use before date’.  Don’t Change the solution regime without asking the Optometrist or Contact Lens Optician. Try to economise on solution by using less than recommended Mix solution types Leave solution bottles open in the bathroom or other warm, damp places. Wear the lenses if they become uncomfortable. Wearing & caring

8. Do Clean contact lens case regularly and leave to dry in the air.  Replace contact lens case every three months. Ensure that wearers attend for after care checks as advised. Call the practice with any questions. Don’t Wear contact lenses for longer than advised.  Try to economise on solution by keeping an open bottle for months.  Keep the same contact lens case for months without cleaning it. Use tap water with contact lenses. Assume that everything is fine and that you do not need to have aftercare check-ups Ignore discomfort from lenses. Wearing & caring

9. Wearing & caring Action plan • As a practice team, review the current arrangements and procedures for contact lens handling teaching. Identify and instigate changes that will enhance the experience for first time contact lens wearers.