Random call highlights this week

Posted by Rebecca Petris on

RCE post PRK... and a competitive boxer

This one pretty much won the prize for most interesting call of the week. He called because he was considering getting moisture goggles after finding that two years of taping his eyelids shut at night was affecting his skin too much. 

This caller had PRK almost three years ago, causing recurrent corneal erosions. It was eight months before a doctor clued into the fact that his eyelids weren't closing. Since then, he's been taping his lids down and also using Tranquileyes, but the life and career impact of his recurrent erosions have been profound.

We discussed EyeSeals 4.0 and possibly EyeLocc too, especially on the worst of the two eyes.

A fortuitous mistake

Twice in the last couple of weeks, someone called as the result of a shipping mishap or an error... but the call ended up being so productive we were all glad in the end. This week's was an item returned by the post office. Someone had ordered a single NITEYE bandage to try out, about three weeks ago, and it came back to us because of a typo in the address. The customer was alerted by text to the delivery - but thought it meant it was delivered to her, and was puzzled because she had received a shipment the previous day. - That shipment however turned out to be an entire box of Ortolux bandages, which she found were uncomfortably sticky, so she really does need the NITEYE. After hearing more about her situation, we re-sent it today along with some EyeLocc samples, because her lid isn't closing due to a surgery.

DuoShield success

I was so excited when a customer trying out a DuoShield found that it did exactly what she needed it to. I never have high hopes from that product but sometimes you just never know what will work perfectly for someone!  

Echoes from the post Unisol world

During a routine Purilens re-order, I was reminded yet again of the impact on PROSE and scleral lens patients when Alcon quietly discontinued Unisol 4 back in 2015 - leaving us all without any preservative free saline sold in drugstores. "They didn't tell anybody!"

Heaving a sigh as I see us experiencing this same phenomenon again with Refresh PM. It's all so unnecessary. By contrast, the smaller businesses I work with like Menicon give us the facts when we need them. Life is so much easier (and kinder) when we have the information we need.

Another classic Refresh PM call

This caller's doctor insisted that she get ONLY Refresh PM - no substitutions. She had been all over town. A pharmacist told her it was recalled or something. She was concerned, panicky even, about potentially losing her eye. 

When this call ended, I quickly jotted down some notes and then switched on my Mac's camera and recorded this. I am just so fed up that just a little failure to communicate can cause so much preventable distress to patients. 

Oh those saline vials...

I had a conversation - one of so many similar ones, about the LacriPure backorder, and specifically asking about ScleralFil as a substitute. In the course of determining how much saline the customer needs every day - so that I could recommend the most practical replacement with the least waste - I discovered that the caller's contact lens technician had told them they could  use a Lacripure vial for 24 hours, so she was stretching it across 2 days. Ouch. That means (1) contamination risk, as the vials are not re-sealable, and (2) awfully acidic saline on the 2nd day's use.

Plunger emergency overseas

I had a call from the Canary Islands from someone who had lost their lens plunger! Not a good feeling. I got a geography lesson that day and so did someone from DHL as we wrestled with our respective software systems to try to figure out how to ship to the city in question. He ended up not ordering - which hopefully means he found his plunger - but at least now we know how.

 


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2 comments

  • Thank you for this update. The news is very disturbing and frightening for those of us who are completely dependent on eye ointments for maintaining our vision. Is there anything that we can do to urge CVS, Walgreen’s and Walmart to get these generic products back on-line and in their stores? Are there any equivalent ointments available in Canada? I am ready to take more action besides sitting back and hoping that this will resolve on it’s own. Just tell me what I can do that might be helpful – write letters, call store executives, march in front of the stores with a sign – whatever it takes! I have a small supply of ointment that will last me a few months, but after that I anticipate corneal erosions and possibly blindness as a worst case scenario.

    Sandra on
  • Thank you for this update. The news is very disturbing and frightening for those of us who are completely dependent on eye ointments for maintaining our vision. Is there anything that we can do to urge CVS, Walgreen’s and Walmart to get these generic products back on-line and in their stores? Are there any equivalent ointments available in Canada? I am ready to take more action besides sitting back and hoping that this will resolve on it’s own. Just tell me what I can do – write letters, call store executives, march in front of the stores with a sign – whatever it takes! I have a small supply of ointment that will last me a few months, but after that I anticipate corneal erosions and possibly blindness as a worse case scenario.

    Sandra on

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