This call vs the visit
There are two sets of questions when you’re choosing a scleral lens practice:
- Before you book (this page): practical questions the front desk or office manager can answer on the phone, about experience, wait times, fees, insurance, and logistics.
- At the visit: clinical questions for the fitter, about whether scleral lenses suit your eyes, what to expect, and how they’ll fit you. Those are on our page of questions to ask a scleral lens fitter.
Have a pen ready, write down the answers, and note who you spoke to and when. If you’re comparing practices, ask each one the same questions.
The call script
You can read these out almost word for word.
Opening
“Hi, I’ve been told I may need scleral lenses for [your condition]. I’d like to ask a few questions before I book a first visit. Do you have a few minutes, or is there a better time to call?”
Experience
- “Do you fit scleral lenses regularly? Roughly how many scleral patients does the practice see?”
- “Do you see many patients with [keratoconus / a corneal transplant / severe dry eye / my condition]?”
- “Which doctor would I see, and do they do most of the scleral fittings?”
- “If my eyes turn out to be complicated, do you offer other options, like impression-based lenses, or refer elsewhere?”
Getting in
- “How long is the wait for a first scleral lens appointment?”
- “Do I need a referral, or records sent ahead of time?” (see do you need a referral?)
- “Is there a waitlist or cancellation list?”
The first visit
- “What happens at the first visit, and how long should I plan to be there?”
- “Will my eyes be dilated? Should I bring a driver?”
- “Should I wear my current lenses to the visit, or leave them out beforehand? For how long?”
- “What should I bring?”
Fees and policies
- “How does your fitting fee work? Is it one fee for the whole fitting, or charged visit by visit?”
- “What does the fitting fee include: follow-up visits, lens changes, training?”
- “Are the lenses charged separately from the fitting?”
- “How long is the remake or exchange period, and does it restart with each new lens?”
- “If the lenses don’t work out, is anything refunded or credited?”
- “Can you send me your fees and policies in writing?”
If you’re paying yourself rather than through insurance, add: “Can I have a Good Faith Estimate?” You can ask for one before you schedule, and the provider should give it to you in writing within 3 business days.[1]
Insurance
- “Do you bill my medical plan, my vision plan, or neither?”
- “Are you in network with [plan name]? For medical, vision, or both?”
- “If you’re out of network, do you give a superbill I can submit myself?” (see out-of-network claims and superbills)
- “Do you handle prior authorization, and will you write a letter of medical necessity if my plan asks?” (see prior authorization)
- “Do you take HSA or FSA cards, or offer payment plans?”
After you have lenses
- “How do patients reach the office between visits? What happens after hours if I can’t get a lens out or my eye hurts?”
- “How often do patients come back once the fit is final?”
Reading the answers
Good signs: specific answers, a willingness to put fees and policies in writing, honesty that some eyes take longer, and a clear plan for urgent problems. Wearers say the tone of this first call often matched the rest of their experience.
Things to note: vague answers about what the fee covers, pressure to book and prepay before your questions are answered, or no plan for problems after hours. See red flags when choosing a scleral lens practice.
What wearers say
Many wearers wish they’d asked about the remake window and the refund policy before starting. Others say asking how often the practice fits eyes like theirs was the single most revealing question. People with earlier failed fittings often found it helped to say so up front and send their old lens details, so the new practice could plan.
Finding a practice
For where to find practices to call, see how do I find a good scleral lens specialist? Then use the checklist for choosing a specialist to compare their answers.
Common questions
Is it okay to ask about cost before I've been examined?
Yes. Offices expect it. They may not know your total until the fitter sees your eye, but they can explain how fees are structured, what the fitting fee covers, and how insurance is handled.
The office won't give any fee information on the phone. Is that a bad sign?
Not always, since the total depends on your eye. But they should be able to explain how the fee is structured and send something in writing. If they won't explain anything until you've paid, ask why, and consider calling another practice.
How is this different from the questions to ask the fitter?
This call is about logistics and money: wait times, fees, insurance, what to bring. The questions for the fitter are clinical: whether scleral lenses suit your eyes, what to expect, and how they'll fit you. Our questions-to-ask-a-fitter page covers those.
Should I mention I've had failed fittings elsewhere?
Yes. It helps the office book the right amount of time and may change who you see. Offer to send your previous lens details and records ahead of time.
Can I ask to speak to the fitter before booking?
You can ask. Some fitters will take a short call or answer by message; many won't before an exam. Either answer is reasonable.