Patient Relations | by Jenny Pabila
No1 Patient Interaction in the Clinic
The First Consultation The first consultation with a new patient is a pivotal moment in any patient-provider relationship . Therefore , it ’ s crucial to take the opportunity to listen and understand the patient completely . Hone in on reading between the lines and take note of their body language . Based on what you observe , you can aim to over-deliver and exceed their expectations if possible .
Get comfortable with occasional tears and remember that sharing these emotions is often a strong sign of trust from your prospective patient .
A Returning Patient After reviewing the patient ’ s medical history or previous aesthetic treatments , offer them the opportunity to share their thoughts . Do not assume you know where the patient ’ s narrative is going or how they feel about their appearance . Also , ask them if they are aware of the complete portfolio of treatments that you offer , as they may not realize you offer additional treatments or complementary services at your clinic .
Take Time To Review Notes At the beginning and end of each week , review your patient list . This is essential , as remembering and referencing something patients have shared from a previous appointment will make them feel valued and show them that you actually care about their concerns . You can incorporate a section in your patient notes to detail issues raised , skin concerns , and treatment interests of each patient . That way , when you see the patient at the next appointment , you can offer appropriate treatments and information .
Get Comfortable With Emotions An aesthetic consultation can be a sensitive experience for prospective patients as their fears , hopes , and vulnerabilities are on display to a total stranger . They ’ re looking to the aesthetics provider for reassurance , so serving these patients and your practice requires compassionate listening . You may also find yourself in situations that require you to play a more emotionally supportive role than you ’ re used to . Get comfortable with occasional tears , and remember that sharing these emotions is often a strong sign of trust from your prospective patient . Treat them with kindness and let them speak fully before sharing how you can help them achieve their goals .
Ask For Confirmation It is important to employ active listening skills to ensure you fully understand what a patient is trying to communicate . Allow the patient time to share their concerns , and when it is appropriate , paraphrase what you have heard and repeat it back to them . This illustrates to the patient that you have
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