With their vision under threat, additional care is required for one group of patients

As the aging population increases, more patients require a retina specialist. While there is and always will be a demand for surgical retina, the eye-care industry has experienced tremendous growth in the area of medical retina. Patients who need retina services require increased customer service. Retina patients often need additional assistance. They may suffer from disabilities, including visual impairment, diabetes, mobility issues and moderate to severe dementia. They may also suffer from other ocular diseases, such as glaucoma, cataracts, dry eye disease, or corneal disease.

Staff members should focus on the following areas:

Providing understanding

Retina patients need a great deal of compassion. Many are dealing with the threat of central vision loss. Vision loss can impact a patient’s mood or even hygiene. Staff members must be willing to put an arm around someone who may smell or is cranky.

Supporting the support

Because of disabilities, family members or friends often accompany older retina patients. Staff should not only provide great customer service for the patient, they should also focus on the patient’s support. Since the family member is often challenged by the constant care required for their loved one, staff should extend understanding and support to the family. Family members can sometimes be more difficult to please than the patient.

Providing adequate time

When a patient or family member has a difficult time accepting the diagnosed disease or the recommended treatment plan, they often require more time from staff. Adequate staffing should be added for the physician extenders to provide education for newly diagnosed patients. Family members may have additional questions, and staff should be well informed to provide answers.

Facing hard realities

Physicians may identify retina patients whose vision no longer meets state driving requirements. Patients or family members must be told it is not legal for these patients to drive. This news can be devastating for a patient. It is especially difficult when a patient has driven alone to the office with vision so poor the office cannot allow the patient to drive home. Some patients can be accepting, but others can become belligerent. Patients can have extreme reactions, ranging from refusing to give up their keys to possibly threatening suicide. It is important for practices to have a protocol in place for what to do when a patient, who cannot legally drive, has no means of transportation home or threatens bodily harm.

Providing commitment

Whether surgical or medical, retina patients require frequent visits. Practices get to know patients by name, since many of them are seen every few weeks for exams, testing, and treatment. A commitment to a loving, supportive environment for these patients will help increase compliance for treatment and provide dignity during difficult days. OP

Ms. Holloway is the Chief Operations Officer for Eye Site of Tampa Bay in Clearwater, FL. Her certifications include Professional in Human Resources and Certified Patient Service Specialist.