This workshop focuses on the critical link between product recommendation, handover, and patient satisfaction. Through group discussion and real-life scenarios, participants will explore how communication, expectation management, and consistency across the dispensing journey can significantly reduce the risk of non-tolerance and remakes ensuring customer satisfaction and supporting retention. Attendees will work through practical scenarios commonly encountered in practice, sharing experiences and solutions while developing confidence in recommending, explaining, and handing over optical products.

Learning outcomes:

• Practitioners will recognise available spectacle lens options, including lens form, design, coatings, tints, and treatments, and identify risk factors associated with non-tolerance when selecting appropriate solutions
• Practitioners will recognise structured questioning techniques to identify individual lifestyle and visual needs and explain spectacle lens recommendations clearly to support informed choice and expectation management
• Practitioners will evaluate how an effective, patient-inclusive handover reinforces value, supports adaptation, and improves patient satisfaction with spectacle wear