This isn't the frame I chose

[50boiledcabbages]

What do you do when a patient picks up their glasses and says "These aren't the right frames"?

[Chris Ryser]

What do you do when a patient picks up their glasses and says "These aren't the right frames"?

Have your patient's initial the frame choice, color and size on his/her record at point of sale and you can always refer to that confirmation.

Clean and easy.

[Quince]

Laugh it off. Then make sure that all of the information does in fact match. Maybe they took a picture with their smartphone they can reference? If they are adamant that that is not the frame they chose- time for a 1-time restyle.

[King of the Lab]

Maybe seen this a total of three times in 14 years. Usually its a case of the patient having buyers remorse or, the patient tried on every single pair of glasses in your office and is having a hard time remembering which frame they chose from the frame mountain they built.

It has become a habit of mine to set aside all the glasses a patient tried on completely away from us, showing them their final pick and asking them to confirm their choice.

Try to gauge which situation it actually is, most lab's offer one free Doctors redo, if you must change the frame. Chris' idea works too, if this problem becomes more frequent.

[lensmanmd]

As a closed loop lab, I see this more often than I care to. I see these type of redos even after the optician documents the frame choice in the notes. Much to my chagrin, I sometimes see the redo as lab provided incorrect frame. I have access to their POS system and can see the original invoice. Ha!

I chalk this issue up to confusion after trying on multiple frames. This applies to both the optician and the patient. Lost in translation. Documentation seldom works in a “customer is always right” world.

[Quince]

As a closed loop lab, I see this more often than I care to. I see these type of redos even after the optician documents the frame choice in the notes. Much to my chagrin, I sometimes see the redo as lab provided incorrect frame. I have access to their POS system and can see the original invoice. Ha!

I chalk this issue up to confusion after trying on multiple frames. This applies to both the optician and the patient. Lost in translation. Documentation seldom works in a “customer is always right” world.

+1

We stamp "Patient Declined Warranty" for insurance jobs, on the physical order that gets written up with​ the patient, when applicable- and even that gets questioned.

[Jtrain252]

What do you do when a patient picks up their glasses and says "These aren't the right frames"?

we take everyones picture on our Visioffice and label them so i can always refer back to it.

[50boiledcabbages]

Thanks for the opinions. Probably will end up allowing the reselect. Jtrain what do you do when you find out that the patient is just using that excuse for buyers remorse?

[EyeManDan]

IF the patient comes out and says its buyer remorse i will do what i can to fix the situation. If their playing games i don't play back. the truth will set you free.

[COMEINPEACE]

how about....when you use a patients OWN frame...and they insist,when you are dispensing it,that this is not the their frame,this is not the frame they gave you(and 98% work is done inhouse)

[King of the Lab]

how about....when you use a patients OWN frame...and they insist,when you are dispensing it,that this is not the their frame,this is not the frame they gave you(and 98% work is done inhouse)

For that, we definitely document the make & model of the frame as well as having the patient sign a POF (patient own frame) waiver. They can't really deny it if THEY signed it. That patient is clearly delusional.