patient consultation
DESCRIPTION
An introductory process for an optimal B2C experience in an aesthetics setup.TRANSCRIPT
![Page 1: Patient Consultation](https://reader033.vdocuments.us/reader033/viewer/2022052619/556de040d8b42a524e8b4a02/html5/thumbnails/1.jpg)
Secrets of patient consultationSecrets of patient consultation Framework & Building Block
Presented & prepared by :S.T. Wong
Dip Health Studies, Dip Homeopathy in Cosmetics, Dip Sales & Marketing, Dip Computer Studies
![Page 2: Patient Consultation](https://reader033.vdocuments.us/reader033/viewer/2022052619/556de040d8b42a524e8b4a02/html5/thumbnails/2.jpg)
Consultation Facts
• Most important aspects of a well rounded aesthetic practice.
• Maintains consistency from doctor prescription to post treatment session selling.
• The vital link to generate revenue from patient stepping in till sending off for the day.
![Page 3: Patient Consultation](https://reader033.vdocuments.us/reader033/viewer/2022052619/556de040d8b42a524e8b4a02/html5/thumbnails/3.jpg)
Patient Registration Flow
• Patient consent form.• Medical history checks.• Contra-indications checks.• Service brochure.• Promotion leaflet.• Feedback form.• Welcome letter.• Appointment card.• Thank you gift.• Skin Analysis.
![Page 4: Patient Consultation](https://reader033.vdocuments.us/reader033/viewer/2022052619/556de040d8b42a524e8b4a02/html5/thumbnails/4.jpg)
Consultation Flow
• #1 There is a standard treatment for specific and common skin conditions.
• Rule – Complexion blending, Collagen remodelling, Facial enhancements, homecare maintenance.
• What to do? Determine the skin condition, flow into 3 categories. i) Medical aesthetics, ii) spa aesthetics, iii) skincare aesthetics.
![Page 5: Patient Consultation](https://reader033.vdocuments.us/reader033/viewer/2022052619/556de040d8b42a524e8b4a02/html5/thumbnails/5.jpg)
Consultation Sales
• Physician – – determine clinical skin condition– recommend treatment modality– suggest sessions required– perform treatment session.
• Aesthetic Assistant – – picture documentation– consult to upsell package according to skin analysis
recommendation, consult and confirm with physician on clinical skin conditions.
– provide post session PR– next appointment booking and next day post follow-up phone
call.
![Page 6: Patient Consultation](https://reader033.vdocuments.us/reader033/viewer/2022052619/556de040d8b42a524e8b4a02/html5/thumbnails/6.jpg)
Consultation atmosphere
• Private & quiet room.
• Spa music.
• Refreshments & beverages.
• Magnified mirror.
• Skin analyzer.
![Page 7: Patient Consultation](https://reader033.vdocuments.us/reader033/viewer/2022052619/556de040d8b42a524e8b4a02/html5/thumbnails/7.jpg)
Selling Process Job Scope
• Physician– Determine and document clinical skin condition findings on the
patient card clearly.– Summary of treatment recommendation on patient card by
catergory. i.e. complexion, collagen, facial enhancements, etc.• Assistant
– Pre-check patient card before consult.– Check on the process of session.– Book next appointment and clearly define treatment session
requirements for patients, sign up packages where applicable.– Communicate expected change in skin or post treatment care if
any.– Collect payment and send-off.– Post follow-up call to patient next day.
![Page 8: Patient Consultation](https://reader033.vdocuments.us/reader033/viewer/2022052619/556de040d8b42a524e8b4a02/html5/thumbnails/8.jpg)
Selling process
• Assistant– Ask for concerns.– Lead patients into the comprehensive service of clinic.
i.e. after this, what next, benefits, etc.– Confirm homecare requirements or document current
homecare item.– seek for consent to suggest clinic range of homecare
to complement AND optimise treatment works.– Sell the homecare fundamentals.– Highlight appt cancellation or no show policy.
![Page 9: Patient Consultation](https://reader033.vdocuments.us/reader033/viewer/2022052619/556de040d8b42a524e8b4a02/html5/thumbnails/9.jpg)
Leading the sales (1)
• Use the magnified mirror, dialogue and ask patient to address their concerns, document on card and upsell.
• Leading into skincare– Document and ask “at home” skincare. i.e. OTC
brands, benefits of products.
• Leading into makeup– Document and ask “favorite” makeup. i.e. texture,
color. Do the makeup challenge after typical IPL or RF treatment.
![Page 10: Patient Consultation](https://reader033.vdocuments.us/reader033/viewer/2022052619/556de040d8b42a524e8b4a02/html5/thumbnails/10.jpg)
Leading the sales (2)
• Educate about clinical skincare difference. i.e. clinical studies and efficacies test, key ingredients position on the ingredient labels.
• Sunscreen is a must have.
• Reapply sunscreen cosmetics every 2-3 hours.(sell travel kit)
![Page 11: Patient Consultation](https://reader033.vdocuments.us/reader033/viewer/2022052619/556de040d8b42a524e8b4a02/html5/thumbnails/11.jpg)
Closing the sale
• Medi-facial– Exfoliating, micro peel facials.– Vitamin C cocktail booster.
• Main Aesthetic Treatment– IPL, RF.
• Homecare Regime.– Sunscreen, complexion blend, collagen.
![Page 12: Patient Consultation](https://reader033.vdocuments.us/reader033/viewer/2022052619/556de040d8b42a524e8b4a02/html5/thumbnails/12.jpg)
Education on skin
• Skin Scanner Analysis.– Dehydration.– Clogged/enlarged pores.– Solar spots.– Melasma.– Skin laxity.– Telangetacia, dychromia, texture.
• Typical clinical skin classifications require physician’s overview and confirmation on patient card.
![Page 13: Patient Consultation](https://reader033.vdocuments.us/reader033/viewer/2022052619/556de040d8b42a524e8b4a02/html5/thumbnails/13.jpg)
Education on Treatment
• IPL=photofacial=selective photo damage– Uses intense pulsed light to caused damage– Good for the red, brown, reduce pore size– Pigment will darkened, drop off.
• RF=energy=excite cells– Tissue interaction
• Tighten, stimulate dermis layers for collagen growth.• Reduces wrinkles and skin laxity.
• Injectables– Fillers, botox.
![Page 14: Patient Consultation](https://reader033.vdocuments.us/reader033/viewer/2022052619/556de040d8b42a524e8b4a02/html5/thumbnails/14.jpg)
Education of side effects
• IPL– Sun exposure, Chemical peels,
Epilepsy, Accutane, Migraine, Pregnancy, Fillers, Botox.
• RF– Fillers, Botox, Chemical Peels,
Pacers, Pregnant.
• Injectables– As indicated
• Skincare– As indicated
![Page 15: Patient Consultation](https://reader033.vdocuments.us/reader033/viewer/2022052619/556de040d8b42a524e8b4a02/html5/thumbnails/15.jpg)
Manage Expectations
• Highlight the process, not the magic.• Assessment is progressive, sell the story
of beauty restoration, not only a quick fix.• Guide patient into a routine treatment of
complexion blending→collagen remodelling→facial enhancements →maintenance→wellness.
• Ask for patient referrals.• Book next appointment early.
![Page 16: Patient Consultation](https://reader033.vdocuments.us/reader033/viewer/2022052619/556de040d8b42a524e8b4a02/html5/thumbnails/16.jpg)
Further enquiries :
Tel : (65) 9450 5438Email : [email protected]
Face & Body Aesthetics | Technology | Methodology