You can’t carry the conversation alone.
No matter how well you explain the benefits of premium intraocular lenses (IOLs), patients still spend more time talking to your staff, your optometrist, or even their family than they do with you. That’s why practices that succeed with premium IOLs rely on a team-based communication strategy, not just a great surgeon.
From front desk to post-op, here’s what the research says about how team communication impacts conversion rates, and how to build a smarter workflow that gets more patients saying yes.
1. Patients Don’t Buy Based on the Surgeon Alone
In a 2017 article in Cataract & Refractive Surgery Today, ophthalmologists emphasized that premium IOL conversion is not a one-person job. Most patients interact with multiple team members before surgery, and they’re listening closely to cues, tone, and confidence at every step (source).
If one person sounds uncertain or rushed, it can derail the patient’s trust. But when the whole team is aligned, patients feel like they’re making a well-supported, informed choice, not a high-pressure decision.
2. The Optometrist Is the First Trusted Voice
When collaborative care is structured well, optometrists play a critical role in preparing the patient before they ever see the surgeon. According to Optometry Times, optometrists who are part of the co-management process often influence whether a patient even considers a premium lens. Especially when it’s framed as part of a larger vision improvement journey (source).
How to strengthen this handoff:
- Make sure the optometrist knows your lens offerings, preferences, and patient outcomes.
- Provide training or scripts so optometrists introduce premium lenses clearly without overpromising or avoiding the topic.
- Use shared education materials (e.g., videos or brochures) to create consistency.
3. Front Desk and Technicians: The Hidden Influencers
Your front desk and technicians may not be the ones recommending IOLs, but their tone and preparedness can impact a patient’s perception of what’s “normal.” If a staff member fumbles when asked about a premium lens, or simply says, “I’m not sure” it sends a subtle message that the option is unusual or risky.
As CollaborativeEYE puts it:
“Consistent, confident messaging at every touchpoint gives patients the reassurance they need to pursue self-pay options.”
(source)
Train your staff to:
- Refer to lenses using clear, patient-centered language (e.g., “upgrade options” or “lifestyle lenses”).
- Avoid hesitation or speculation, instead, redirect questions to appropriate team members.
- Reinforce messaging from optometrists and surgeons, rather than introduce new or conflicting information.
4. Education Can’t Be One-and-Done
If your only form of education is a rushed conversation in the consult room, conversion rates will stay low.
According to Review of Optometric Business, patients often don’t decide on premium lenses in real time. They need follow-up materials to review with family, research online, and consider cost (source).
What works better:
- Personalized videos that explain lens options in plain language
- Follow-up calls or touchpoints from your surgical counselor or coordinator
- Staff-led conversations that help patients explore financing and cost-benefit considerations
5. The Best Practices Use Protocols, Not Guesswork
A 2022 article in Ophthalmology Management outlined the essential elements for consistent premium IOL success:
- Comprehensive diagnostics
- A defined flow for patient education
- Multiple check-ins about expectations
- Structured follow-up
(source)
When every team member knows their role and uses shared tools, it removes friction from the decision-making process.
Conclusion
Surgeons can’t carry the premium IOL conversation alone. Real success comes when the entire team, from OD to technician, works from the same playbook. That means more confident conversations, more consistent messaging, and more patients saying yes to better vision.
Want to see how Hoot helps your entire team communicate more clearly about premium IOLs?
Book a demo at GetHoot.com and see how personalized video education makes your message consistent, clear, and conversion-ready.