My Back Page

Three steps to passionate care

In a position where there is no room for error or carelessness, three often overlooked subjects can show that you care.

BY CANDICE FRAZIER, CRA, OCT-c, COA

Our physicians trust that we understand exactly how important our jobs are as ophthalmic technicians. There is no room for error or carelessness — we must have a passion for care and, most importantly, a dedication to being careful. I have found that we can fulfill this passion by focusing on three often overlooked and underappreciated subjects.

1. Listen to your patient

Along with listening, empathize and sympathize. And look at your patients! Don’t talk over your shoulder — face patients as you scribble notes or key in information. Hear what they say, and use it to ask the right questions.

For example, a patient might note a spot in her vision, making it hard to drive. This is not enough information for the chart, so ask more, including:

• Which eye?

• How long has she experienced the spot?

• Does it bother her more at night?

• Does it come and go?

• Has she had pain?

• Has she experienced this before?

• What has her most concerned?

• What is her eye history?

By showing interest in the answers, the patient knows you care. Also the more you ask, the more you know (and the more the doctor ultimately knows).

2. Educate your patient

Educated patients are cooperative patients, so keep them informed. For example: “Mr. Smith, we have you back for your glaucoma check. Today, we will dilate your eyes and perform a visual field test. It can take up to 20 minutes, but, when we’re done, the doctor will show exactly how this visit compares to the last.”

If you perform the test, talk to the patient. Stay lighthearted, and remember that visual field testing can be boring. Explain why it is important for the patient to fixate centrally and that the lights differ in intensity. Let the patient know why they should not panic if a light is missed and that it is OK to blink. Ask them to tell you when they feel uncomfortable, and tell them to rest between eyes. The smallest act of compassion can make a world of difference.

3. Educate yourself

If you don’t get to spend time in the room with the doctor and the patient, ask the doctor about the diagnosis later. When you learn how complaints and diagnoses fit together, you’ll know what to ask patients when they present certain histories, and you’ll excel at deciphering what patients actually say.

Also, question yourself. For example, how does a threshold test work in a visual field? What is a steep K and a flat K? If you don’t stop to ask, then you’ll never fully understand your role. The answers can be as close as your fingertips (i.e., your equipment manuals). Ask questions, and you’ll learn something new everyday.

We may all have a different definition of an ophthalmic technician. But we all share the same exuberance when we hear the patient say, “Thank you. Because of you, I have my sight. Because of you I understand. Thank you for caring and staying with me through the long exams and long treatments.” There is nothing more rewarding. We are the vision behind sight. OP