Secrets of patient consultation   Framework & Building Block Presented & prepared by : S.T. Wong Dip Health Studies, Dip H...
Consultation Facts <ul><li>Most important aspects of a well rounded aesthetic practice. </li></ul><ul><li>Maintains consis...
Patient Registration Flow <ul><li>Patient consent form. </li></ul><ul><li>Medical history checks. </li></ul><ul><li>Contra...
Consultation Flow <ul><li>#1 There is a standard treatment for specific and common skin conditions. </li></ul><ul><li>Rule...
Consultation Sales <ul><li>Physician –  </li></ul><ul><ul><li>determine clinical skin condition </li></ul></ul><ul><ul><li...
Consultation atmosphere <ul><li>Private & quiet room. </li></ul><ul><li>Spa music. </li></ul><ul><li>Refreshments & bevera...
Selling Process Job Scope <ul><li>Physician </li></ul><ul><ul><li>Determine and document clinical skin condition findings ...
Selling process <ul><li>Assistant </li></ul><ul><ul><li>Ask for concerns. </li></ul></ul><ul><ul><li>Lead patients into th...
Leading the sales (1) <ul><li>Use the magnified mirror, dialogue and ask patient to address their concerns, document on ca...
Leading the sales (2) <ul><li>Educate about clinical skincare difference. i.e. clinical studies and efficacies test, key i...
Closing the sale <ul><li>Medi-facial </li></ul><ul><ul><li>Exfoliating, micro peel facials. </li></ul></ul><ul><ul><li>Vit...
Education on skin <ul><li>Skin Scanner Analysis. </li></ul><ul><ul><li>Dehydration. </li></ul></ul><ul><ul><li>Clogged/enl...
Education on Treatment <ul><li>IPL=photofacial=selective photo damage </li></ul><ul><ul><li>Uses intense pulsed light to c...
Education of side effects <ul><li>IPL </li></ul><ul><ul><li>Sun exposure, Chemical peels, Epilepsy, Accutane, Migraine, Pr...
Manage Expectations <ul><li>Highlight the process,  not the magic . </li></ul><ul><li>Assessment is progressive, sell the ...
Further enquiries : Tel : (65) 9450 5438 Email : stwong@wellnessunlimited.com.sg Face & Body Aesthetics | Technology | Met...
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Patient Consultation

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An introductory process for an optimal B2C experience in an aesthetics setup.

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Patient Consultation

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