New AOA EyeLearn course: Building empathy for patients with diabetes-related eye disease

From the moment a patient walks into your office—even before they sit in a treatment chair—they are receiving health care. For some patients, staff members' unconscious biases can be a roadblock to receiving and implementing the care they need. Understanding the perspectives of patients from underserved and diverse populations can improve outcomes and provide opportunities for a more comprehensive level of care.  

That’s the concept behind a new course, “Addressing Disparities and Building Empathy to Enhance the Patient Experience,” offered in AOA EyeLearn. The one-hour, self-guided AOA CE course was developed in collaboration with Prevent Blindness and the International Joint Commission on Allied Health Personnel in Ophthalmology. Drawing on real patient experiences and the results of a qualitative study exploring the realities of living with diabetes-related eye disease, the course teaches staff how to overcome internal biases and build trust between staff and patients.  

Erlinda T. Rodriguez, CPO, contributed to the course on behalf of the AOA. As the chair of the Paraoptometric Resource Committee, she recognizes the need for more sensitive treatment of underserved communities. Rodriguez breaks down what to expect in the new course.  

What is the focus of the course?  

The course aims to raise awareness, foster greater understanding and provide insight when providing eye care to patients with diabetes. This training program focuses on creating a positive patient experience throughout their eye health care journey.  

How long has it been offered? 

The AOA, in partnership with Prevent Blindness, started developing the course a few months ago, and it was recently finalized. It is a comprehensive training program that provides information and best practices for caring for patients with diabetes. This program is based on the findings of a Prevent Blindness led research study, Diabetes and The Eyes: Increasing Access and Addressing Bias.  

What is the format of the course?  

The course consists of four self-paced modules. The modules guide the participant through the patient experience in their eye health care journey, raising awareness of the social determinants of health that are essential for the eye care team to foster empathy for patients. It also ensures understanding of what has been presented and shares resources to continue learning.  

Why is this coursework important for paraoptometric staff? 

Paraoptometric staff are the first contact patients have when seeking eye care. Learning the patient’s priorities, health concerns, and expectations leads to better outcomes for their eye health care. Understanding the disparities and social determinants experienced by the patient helps paraoptometric staff guide the patient with empathy through their eye care process and promote adherence to treatment. 

How does the course help train paraoptometric staff to better engage with patients with diabetes?  

The course provides in-depth information about the patient’s experience when seeking care. Key learning points include how a paraoptometric can successfully engage and guide patients with care, understanding and empathy. The course trains paraoptometrics on how to best assist patients, from their initial contact with the practice through their visit and follow-up. Patient satisfaction leads to better results in their eye health treatment. 

In your own practice, has your approach to patient engagement evolved over time? 

In our practice, the eye care team is trained to focus on the patient’s needs. We continually learn and adapt to changes in the eye health space and in the way we provide care. It starts with being in tune with diverse groups of patients across various demographics, including age/generation, ethnicity, language, and social issues. We’re continually adding new technology and treatment modalities to diagnose and treat eye diseases.  

What is the benefit of continuing to educate yourself on how to better engage patients?  

To provide the best care for our patients, we must continually learn and stay up to date with new developments in eye care. Expanding our knowledge and skills through training like this course helps us improve our communication and understanding of the patient’s needs and experiences.