Eyeworld

EW MEETING REPORTER 140 Reporting from Hawaiian Eye 2018, January 13–19, Maui, Hawaii February 2018 Dakota, Richard Lindstrom, MD, Minneapolis, and William Trattler, MD, Miami. The panel first discussed how to identify unhappy patients in your practice. Dr. Buznego said he will look for both verbal and nonverbal clues, especially facial expressions. Dr. Gupta agreed that listen- ing and looking at patients for nonverbal clues is important. She cataract in both eyes. The topogra- phy showed a uniform central flat zone with minimal astigmatism. The patient's night vision was impaired. He was easy going and would have been happy with any degree of spec- tacle independence but was hoping for the possibility of no glasses. Dr. Al-Mohtaseb said that she would be more comfortable doing a monofocal IOL for this patient, but she also said that there is good data to show that an extended depth of focus IOL could work well. Panelists noted that even with an extended depth of focus IOL, there could still be a chance that the patient needs an IOL exchange, and he should be made aware of this. Editors' note: Speakers on the panel have financial interests with various ophthalmic companies. Redeeming the unhappy patient A panel looked at the topic of redeeming the unhappy patient. The panel was moderated by John Berdahl, MD, Sioux Falls, South Da- kota, with panelists Carlos Buzne- go, MD, Miami, Preeya Gupta, MD, Durham, North Carolina, Vance Thompson, MD, Sioux Falls, South View videos from Hawaiian Eye 2018: EWrePlay.org Sumitra Khandelwal, MD, discusses how to choose the proper formula for cataract surgery in a variety of axial lengths. added that she relies on her staff for warnings about which patients are unhappy. Dr. Trattler also said that he finds it helpful when his staff warns him if they know of an unhappy patient before he sees the patient. Then he can be sure he's well versed on the patient, the procedure, what IOL was used, etc. Offering patients a way to contact their doctor is something that Dr. Thompson does by giving patients his card and calling or texting them after surgery. Ideally, you will know about these unhappy patients before they come into the office, he said. If someone is unhappy, it's al- most certainly the tip of the iceberg for other unhappy patients, Dr. Berdahl said. In his practice, every patient is given a survey so the practice knows about any dissatis- faction. If they're not happy, there is a person dedicated to reaching out to them, he said. He added that pa- tients who get a premium IOL/pre- mium package in his practice receive a follow-up call at 2 months postop to see how they're doing. EW Editors' note: The speakers on the panel have financial interests with various ophthalmic companies. Sponsored by

• Blank Page
• Blank Page (1)