The Aesthetic Consultation and Process
Having a successful consultation is of paramount importance in ensuring customer satisfaction.
It means that the doctor is fully aware of all the pertinent facts before even recommending treatment, let alone picking up a syringe. That includes not only an understanding of what the patient wants to achieve, but also their medical history, previous treatments and relevant lifestyle factors.
Dr Tim Pearce’s 12-step guide to a good aesthetic treatments consultation sets out best working practices for professionals.
It also explains to prospective patients what level of service they should expect.
The aim of a Cosmetic Treatments Consultation
To efficiently identify and deliver the best treatment for the patient’s needs and for them to understand the likely outcome, risks and benefits.
There are several crucial steps to a successful aesthetics consultation, and they all work together. Leaving out any of these steps can make things much more difficult in the future.
12 Steps to a Successful Consultation:
- Consultations usually start with a presenting problem or treatment request.
- Agree with each patient about what their underlying aims are and use this to set the agenda for the consultation. Would they like to lead the process by seeking specific solutions to their own chosen problems, or would they prefer your leadership on how to achieve very broad aims?
- Explore their ideas, concerns and expectations:
- IDEAS: What do they expect to achieve, how, and after how long will they achieve it? How long do they expect the effect will last?
- CONCERNS: If patient-led, what else they would they ideally like to improve but perhaps don’t volunteer themselves due to misapprehensions?
- EXPECTATIONS: What are their expectations from the treatment? What are their anxieties about our treatments? What were they expecting you to offer them, and how much were they expecting to spend?
- Assess the area of concern or do a full face assessment depending on aims, while explaining what can be done to achieve their underlying aims and which treatments would be required.
- Agree a treatment plan covering what they would like to achieve today, next month, next year and the associated costs. Usually cost is the limiting factor. Fit this around lifestyle considerations, particularly major events like weddings.
- Based on the discussion, prioritise and manage their expectations for each treatment discussed.
- Undertake consent process.
- Take payment.
- Take before photographs.
- Undertake procedure.
- Issue aftercare advice, safety-netting (signs of any rare serious side effects and what to do), and a reminder of the after sales process/follow up/experience.
- Take before photographs where appropriate- often at follow up.
For further information or to arrange an appointment, prospective patients should visit the SkinViva website, which has extensive information about our range of skin treatments in Manchester.
For those medical professionals seeking to gain instruction or coaching in carrying out skin treatments themselves, see the courses available from SkinViva Training.