The customer journey

– Touchpoint ten

Wearing & caring for contact lenses (I&R)

Touchpoint ten

Wearing & caring

Handling CLs. Insertion & removal techniquesContact lens careDo’s & Don’tsAction planning

Wearing & caring

Handling CLs.Before starting considerA quiet areaPatient record card & CLsCleanliness & hygieneA mirrorTissuesSaline solution

Wearing & caring

Insertion & removal techniquesAvoid jargon i.e. say ‘Putting in & taking

out’Make sure you are confident firstDevelop a rapportConstantly reassureKeep calmMen often find it more difficult!

Wearing & caring

Contact lens careThe 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.

Wearing & caring

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

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

Action planAs 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.