Say what?

Optometric Management, Sep 2000 by Hubbs, Larisa

When patients ask outlandish questions.

"I continue to be amazed at the things that patients will write and ask a complete stranger, instead of picking up the phone and calling their own doctor," wrote Dr. Sally Dillehay in the July American Academy of Optometry's e-mail newsletter, Eye-Mail Monthly.

In her thought-provoking article, Dr. Dillehay was commenting on some of the questions received by the Academy's Web site. Of the 25 to 50 monthly e-mails the site receives, Dr. Dillehay wrote that most people are asking simple questions, such as "What are my legal rights?" or they want information about an ocular disease or condition.

Some of the questions definitely fell into the outlandish category.

"Occasionally," wrote Dr. Dillehay, "people will even write about a SUDDEN onset of vision loss and want to know if this is something they should be concerned about!"

What are patients thinking?

Her article started me thinking that possibly other practitioners who are Web and e-mail savvy must receive some of the same off-the-wall questions. And, what do they do about these strange queries?

So, I decided to contact Alan Glazier, O.D., F.A.A.O. He's a progressive-minded practitioner who has a solo practice in Rockville, Maryland. He also actively promotes his Web site to patients.

When I talked to him and asked him if he'd ever received any strange e-mails from patients or people in general, his response was - "Do I ever!" He shared a few of these whacky requests:

Dr. Glazier, I have a problem with my eye. It stings and is smaller than the other. It's been like this for about 3 days. It's red, and when my eyes are open, there's a swollen fold of skin by the eyelid. What is this, and how do I get rid of it?

Dr. Glazier, my doctor told me that laser vision correction can cause night vision problems for people with blue eyes. Is that true?

Dr. Glazier, I have a glass eye, and I was wondering if you knew of a type of surgery that could turn it into a human eye?

Dr. Glazier, can I buy contacts online without a prescription for cheaper than at the store?

Of course, to balance it all out Dr. Glazier does receive plenty of reasonable requests for information and even some compliments. One person wrote, "Hey dude, nice Web site."

What do you say?

"I'm always politically correct in my replies," says Dr. Glazier.

"I'll explain that I can't diagnose through e-mail, but I'll give them helpful advice to a point."

"You always have to keep in mind that not everyone has even a basic level of knowledge about eye care," he adds, "so you need to proceed with fairness and compassion to any reply you make."

"After all," he continues, "the reason you have your Web site is to connect with people. And believe me, they'll find you. The world is full of interesting characters."