Optometry Giving Sight (OGS) announces that Dr. Susan Cooper has been named the recipient of the World Optometry Council’s (WCO) 2025 Distinguished Service Award in Memory of Dr. Uduak Udom. Dr. Cooper has served as the OGS Canada Board Chair since 2019 and is also a member of the OGS U.S. Board of Directors.
Susan Cooper, OD, FAAO, Abraham Bromberg, OD, Sandra E. Wang-Harris, OD, MPH, FAAO
“Susan deserves this award,” says OGS U.S. Board Chair Dr. Juan Carlos Aragón, “not only for her numerous contributions while at WCO to the international expansion of optometry but also for her tireless commitment as a Board member of OGS. On behalf of the staff and my fellow OGS Board members, I’d like to congratulate her and thank her for her years of service to our organization.”
The Distinguished Service Award is the highest bestowed by WCO. It recognizes individuals who have contributed most significantly to the mission and vision of the Council. Dr. Cooper has been involved in the Council since 2006.
She is honored to have been named this year’s winner. “I feel incredibly privileged to be honored with this award,” she says. “I am constantly reminded of the hard work and dedication the staff and volunteers of WCO give to further the organization’s mission, and I am grateful to be a part of such an inspiring team. This award is not just me, but a celebration of our collective commitment to making a meaningful impact for global optometry.”
New Research Highlights Practical Strategies to Improve Patient Retention and Satisfaction
By Mark Matthews
Contact lens dropout remains a pressing challenge in eye care. Despite technological advancements, up to one in four new wearers abandon lenses within the first year.
The latest research from the Contact Lens Institute (CLI) sheds light on key factors influencing patient retention and provides actionable insights to improve satisfaction.
By addressing comfort, cost, handling, and communication gaps, eye care professionals can turn first-time wearers into lifelong contact lens users.
Understanding the Dropout Dilemma
The CLI study surveyed 401 U.S. adults who wear soft contact lenses at least once a week, categorizing them into new wearers (less than two years) and long-term wearers (two or more years).
Findings revealed a notable satisfaction gap: 67% of new wearers reported high satisfaction compared to 86% of long-term wearers.
This disparity highlights an opportunity to enhance early experiences for new users. Comfort emerged as a dominant factor in satisfaction, with 69% of long-term wearers citing it as a key reason for continued use, compared to 61% of new wearers.
Vision quality also played a significant role, as 67% of long-term wearers were highly satisfied with their vision, compared to 51% of new wearers.
Convenience followed closely, with 51% of long-term wearers appreciating the ease of contact lenses, while only 46% of new wearers felt the same. On the other hand, dissatisfaction largely stemmed from cost, handling difficulties, and vision-related concerns, with new wearers particularly vulnerable to these frustrations.
The Role of the Entire Practice Team
A crucial finding of the study was the significant influence of the entire eye care team on patient retention. While optometrists play a leading role, new wearers are especially influenced by their interactions with opticians, technicians, and administrative staff. T
he study found that 74% of new wearers said their eye doctor had a substantial impact on their decision to continue wearing contact lenses, compared to 59% of long-term wearers. Opticians, technicians, and front-office staff also played an outsized role for new wearers, reinforcing the necessity of a comprehensive, practice-wide approach to patient engagement and support.
The top three influences for new wearers were their eye doctor, followed by interactions with opticians and technicians, and the overall practice experience, including front-office staff.
For long-term wearers, their continued confidence in their eye doctor remained a key influence, but the importance of previous positive experiences and the ability to manage costs more effectively also emerged as major factors.
Addressing Cost, Handling, and Comfort Challenges
Among new wearers, 49% identified cost as a primary concern, compared to 41% of long-term wearers. Handling difficulties, including insertion and removal, were another common issue, with 40% of new wearers struggling, compared to 32% of long-term wearers.
To mitigate these challenges, practices can adopt proactive strategies that directly address patient concerns.
Providing alternative price-performance options and clearly outlining total costs, including rebates, can help alleviate financial concerns.
Thorough training and follow-up support for insertion and removal techniques can build confidence in new wearers, reducing frustration and potential dropout. Similarly, proactive outreach to check in on comfort and vision, and tailoring lens recommendations based on individual needs, can enhance patient satisfaction and long-term retention.
The Power of Proactive Communication
Ongoing communication and patient education play a pivotal role in contact lens retention.
New wearers in particular expressed a strong preference for personalized follow-ups, with 77% stating that they would appreciate a post-exam check-in to assess their vision and comfort. Furthermore, 80% of patients identified “fully listening to my concerns” as the most important factor in resolving contact lens-related issues.
Implementing regular follow-ups through text messages, emails, or video consultations can reinforce confidence and strengthen the doctor-patient relationship.
Lifestyle-Centered Prescribing
Beyond clinical factors, lifestyle considerations significantly influence patient satisfaction and retention. Contact lenses offer advantages such as greater freedom in sports, enhanced aesthetics, and improved daily convenience.
However, many new wearers fail to recognize these benefits without proper guidance from their eye care provider.
The study revealed that 48% of new wearers continued lens use due to the freedom from glasses, while 39% cited the confidence of having the best possible vision.
Long-term wearers were more likely to appreciate the superior comfort of contact lenses over glasses (46%), indicating that reinforcing these benefits early in the patient journey can improve retention rates.
Eye care professionals should actively communicate these lifestyle benefits, ensuring that patients see the long-term value of their contact lenses beyond immediate vision correction.
A Coordinated Approach to Success
Contact lens dropout has long been accepted as an inevitable challenge, but the latest research from CLI provides a roadmap for meaningful change.
A team-based approach, proactive patient communication, and targeted strategies to address cost, handling, and comfort issues can significantly improve retention rates.
By fostering engagement at every stage of the patient journey, reinforcing the benefits of contact lenses, and providing tailored support, eye care professionals can ensure both clinical success and business growth.
The key lies in seeing every new wearer as a long-term patient in the making—one who, with the right guidance and care, can become a lifelong contact lens advocate.
References:
1 Sulley, A., Young, G., & Hunt, C. (2017). Factors in the success of new contact lens wearers. Contact Lens and Anterior Eye, 40(1), 15-24. https://doi.org/10.1016/j.clae.2016.09.005
Disrupting the Dropout Dilemma: Practical Steps to Keep Patients in Contact Lenses -Fall 2024www.optiknow.ca/CLdropouts
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Alternative Eyewear, in partnership with East Optical, unveil the IndiiPro package—pairing the new Indi kids’ children’s frame with East Optical’s clinically proven MyoPro® lenses. This all‑in‑one solution combines cutting‑edge frame engineering, with patented myopia‑management technology to slow the progression of nearsightedness in kids while delivering everyday comfort and style.
Key Package Features:
Patented 360° Flexible Hinges & CanFlex® Construction for durability and safety
Adaptable Temple Tips and Integrated Silicone Nose-pads for a custom, secure fit
Full & Half Strap options to suit every lifestyle adventure
MyoPro® Lenses slow myopia progression by up to 67%, and up to 81.2% in 10–12‑year‑olds
98.7% of clinical‑trial participants rated wearability A+ / Excellent
Value‑Based Pricing making advanced myopia control accessible to families
“We’re thrilled to bring MyoPro’s groundbreaking myopia‑management technology to Canadian children,” said Isabelle Tremblay, Country Manager, Canada for East Optical. “Partnering with a reliable, high‑performance, independent frame company like Alternative Eyewear & Plan B ensures every child gets both the vision protection they need and the durability parents demand.”
“Our goal has always been to combine fun, functional eyewear with real‑world eye‑health benefits,” added Paul Storace, President of Alternative Eyewear & Plan B Eyewear Inc. “Teaming up with East Optical lets us deliver a package that demonstrated excellent wearability in clinical trials—so kids actually want to keep their lenses on all day.”
Marcolin announces the appointment of Robb Rey as the Director of Sales, US for the newly formed Atelier Division. At Marcolin, Robb will be reporting directly to the SVP of US Optical & Key Account Sales, Mark Parisi.
Robb brings over 25 years of experience in the eyecare industry, with a specialized focus on the luxury eyewear market. The creation of the Atelier Division underscores Marcolin’s commitment to further strengthening its luxury eyewear offering in the competitive US market.
As the newly appointed leader of the Atelier Division, Robb’s primary mission is to elevate the Marcolin experience for its valued customers. His top priorities include increasing the visibility of the division’s high-end eyewear collections, which include the renowned brands ic! berlin, ZEGNA, and Christian Louboutin, and fostering a culture of excellence in service.
Summary by Optik NOW editorial team | Based on original reporting by CBC News.
The ongoing trade tensions between the U.S. and China are having ripple effects on the global vision care landscape—this time prompting a U.S.-based non-profit to relocate its operations to Canada.
As reported by CBC News, Global Vision 2020, an American non-profit specializing in low-cost eyeglasses for underserved populations, is planning to move its production and distribution hub to Manitoba this summer. The move comes in response to escalating U.S. tariffs on goods imported from China—materials the organization relies on to keep the cost of a pair of glasses at roughly $5.
Founded 15 years ago, Global Vision 2020 has supported nearly one million individuals in 68 countries, including Ghana, Malawi, and Laos. Its cost-effective model is now threatened by a tariff regime that has raised import duties on Chinese goods to as much as 145%, making continued operations in the U.S. economically unfeasible.
“We don’t even know what we’re going to pay for a tariff,” said Greg Wiens, director of operations, noting that costs vary wildly and unpredictably. By shifting to Canada, where tariffs on Chinese goods are currently more stable and manageable, the organization hopes to preserve its pricing and maintain uninterrupted support to clinics and partners overseas.
Rick Cohen of the U.S. National Council of Nonprofits emphasized the broader implications, stating that many American non-profits are facing mounting financial pressure post-pandemic—and unpredictable trade policy may be “the straw that breaks the camel’s back.”
For Canadian vision care stakeholders, this development highlights an emerging opportunity: Canada may serve as a “safe haven” for international humanitarian and health-based organizations seeking operational stability.
Stuart Taylor, CEO of International Development Enterprises Canada, told CBC that Canada’s reliability in international trade and development contexts positions it well to take on a greater leadership role.
ZEISS will host ZEISS Innovation 2026, a one-hour online event introducing new lens solutions designed to help ECPs strengthen their premium portfolio and grow prescription wear sales.
A new report from The Vision Council examines why 37% of U.S. adults do not wear sunglasses, pointing to comfort, fit, style and habit-related barriers as key factors.
From Change Islands to practice ownership and independent sales, follow Michelle Skinner’s journey through the Atlantic Canada optical industry. A story of honesty, grit, and resilience.
EssilorLuxottica and Meta have introduced Meta Glasses, a new AI-enabled eyewear collection aimed at expanding access to smart glasses with Rx-able styles and multiple lens options.
ZEISS will host ZEISS Innovation 2026, a one-hour online event introducing new lens solutions designed to help ECPs strengthen their premium portfolio and grow prescription wear sales.
A new report from The Vision Council examines why 37% of U.S. adults do not wear sunglasses, pointing to comfort, fit, style and habit-related barriers as key factors.
From Change Islands to practice ownership and independent sales, follow Michelle Skinner’s journey through the Atlantic Canada optical industry. A story of honesty, grit, and resilience.
EssilorLuxottica and Meta have introduced Meta Glasses, a new AI-enabled eyewear collection aimed at expanding access to smart glasses with Rx-able styles and multiple lens options.
ZEISS will host ZEISS Innovation 2026, a one-hour online event introducing new lens solutions designed to help ECPs strengthen their premium portfolio and grow prescription wear sales.
A new report from The Vision Council examines why 37% of U.S. adults do not wear sunglasses, pointing to comfort, fit, style and habit-related barriers as key factors.
From Change Islands to practice ownership and independent sales, follow Michelle Skinner’s journey through the Atlantic Canada optical industry. A story of honesty, grit, and resilience.
EssilorLuxottica and Meta have introduced Meta Glasses, a new AI-enabled eyewear collection aimed at expanding access to smart glasses with Rx-able styles and multiple lens options.
ZEISS will host ZEISS Innovation 2026, a one-hour online event introducing new lens solutions designed to help ECPs strengthen their premium portfolio and grow prescription wear sales.
A new report from The Vision Council examines why 37% of U.S. adults do not wear sunglasses, pointing to comfort, fit, style and habit-related barriers as key factors.
From Change Islands to practice ownership and independent sales, follow Michelle Skinner’s journey through the Atlantic Canada optical industry. A story of honesty, grit, and resilience.
EssilorLuxottica and Meta have introduced Meta Glasses, a new AI-enabled eyewear collection aimed at expanding access to smart glasses with Rx-able styles and multiple lens options.
