Chapter 2: Counselling
Conversation
Greet the customer with a smile and use their name if you know it
Enquire
“How may I help you today?” - your patient is experiencing eye discomfort and redness.
Be empathetic: “That sounds uncomfortable, may I ask you some questions so I can offer the best advice?”
As you build rapport, gain an understanding of your patient’s condition.
How long have you had the redness or discomfort?
Have you noticed any changes, such as discharge or vision issues?
Have you been exposed to allergens or irritants like dust or smoke recently?
Do you wear contact lenses or use any eye drops?
Is there any pain, or are both eyes affected?