EYECARE Contact Lens Institute Research Identifies Practice Behaviors That Help Retain New Contact Lens Wearers By Staff Friday, September 20, 2024 12:21 AM LAS VEGAS—According to new consumer data from the Contact Lens Institute (CLI), several straightforward, high-return actions by eyecare practices have the potential to increase retention rates among new contact lens wearers. The association is previewing its latest research during this week’s Vision Expo West conference in Las Vegas, part of its multi-year See Tomorrow initiative. CLI’s nationwide survey revealed that new (less than 2 years) and long-term (greater than or equal to 2 years) soft contact lens users share many similarities regarding factors that influence their decision to continue wear. Yet there are several differences that doctors and staff can lean into to help maintain satisfaction among more recently fit patients. This is particularly important when prior studies have shown that one in four wearers may drop out in the first year alone.“Broadly speaking, we found that new wearers benefit from more personalized care to meet their lifestyle needs, more attention from the entire practice team, and more encouragement and training,” said Stan Rogaski, CLI’s executive director. “That translates into happy, healthy patients whose satisfaction ratings skyrocket once they cross the two-year mark, turning them into lifelong contact lens fans.”According to the survey results, 86 percent of long-term contact lens patients characterized their overall satisfaction as high (8-10 on a 10-point scale), with 67 percent of new wearers stating the same. Among the long-term group, overall dissatisfaction was nearly non-existent, with just 2 percent providing a rating of 4 or less.When asked about doctor and staff actions to promote continued wear, contact lens patients identified three as most influential. They included making sure that contact lens prescriptions are updated to adapt to lifestyle changes (69 percent new wearers, 57 percent long-term wearers), providing trial lenses for new prescriptions (69 percent new wearers, 66 percent long-term wearers), and making sure people understand contact lens care (67 percent new wearers, 51 percent long-term wearers).While previous CLI See Tomorrow research has illustrated the importance of engaging the entire practice staff in patient communication, the latest data appears to reinforce the essential nature of taking an all-hands approach. Among long-term wearers, 59 percent said that their eye doctor extremely or greatly influences the decision to keep using contact lenses, with 52 percent reporting the same for their optician, 35 percent for exam staff technicians, 25 percent for optical staff, and 21 percent for administrative staff. Notably, these percentages soared for new wearers by double digits—74 percent for their eye doctor, 64 percent for the optician, 53 percent for exam staff, 53 percent for optical staff, and 44 percent for administrators such as receptionists, according to the report.Wearers also said the greater amount of time spent with the doctor and exam staff increases trust in their recommendations, the report indicated. This is more prominent among new wearers (74 percent), although still prevalent with long-term wearers (57 percent). The median opinion of what constituted “adequate” total exam time is 16-20 minutes for both groups.On Thursday, September 19, three eyecare professionals and CLI Visionaries discussed the preliminary research findings and implications on the Vision Expo West Innovation Stage. “Disrupting the Dropout Dilemma: Bold Moves to Keep Consumers in Contact Lenses” panelists included Jennifer Seymour Brusven, LDO, NCLE-AC, ABO-AC, Yesnick Vision Center; Janelle Davison, OD, Brilliant Eyes Vision Center; and Shalu Pal, OD, FAAO, FSLS, FBCLA, FIAOMC, Dr. Shalu Pal & Associates. CLI Chairperson Carla Mack, OD, FAAO, Dipl AAO, FBCLA, moderated.“After spending the past several months discussing how the eyecare community can attract new contact lens wearers, we’re excited to turn everyone’s attention to keeping current wearers enthusiastic. The data [shared] at Vision Expo West is only a fraction of what’s to come in our comprehensive research report later this year,” said Rogaski.