Managing patient expectations is a critical component of any aesthetic treatment. Aesthetics is a speciality where outcomes are often subjective in nature and also closely linked to individual perceptions of beauty. It therefore goes without saying that setting realistic expectations with what can be achieved, a patient’s education and informed consent become the critical factors for satisfaction but more importantly minimises doctor-patient conflicts from not meeting unmet objectives. In a bid to inform these discussions, this article provides aesthetic practitioners with practical guidance on empowering and managing the expectations of patients while enhancing their overall aesthetic treatment experience.
The Importance of Initial Consultations
The first consult is integral in managing patient expectations because it serves as an introductory experience for the entire course of treatment and a chance to have aesthetic providers match their capabilities with what patients want aesthetically.
In a consultation, you should go into great detail to find out what the patient expects from you about their body parts, ask for a medical history review carefully, and additionally fill them in on possible outcomes of realistic facts that may take place along with risks, while proposing aesthetic treatments. Now is the time to define any false assumptions, and calibrate expectations so that they know exactly what can and cannot be done by their treatment.
Here are 10 questions to consider:
1. What are your primary aesthetic goals? (This helps you understand what the patient is hoping to achieve and guides the treatment planning process.)
2. Have you undergone any cosmetic or medical procedures before? (This provides insight into the patient’s previous experiences and expectations, and it can help identify any potential issues with past treatments.)
3. Do you have any medical conditions or are you taking any medications? (Understanding the patient’s medical history is crucial for ensuring their safety and determining any contraindications for certain treatments.)
4. Are there specific areas of concern you would like to address? (This question allows the patient to point out exactly what they are unhappy with, which helps in tailoring the treatment to their needs.)
5. What is your understanding of the procedure you’re considering? (This helps assess the patient’s knowledge and correct any misconceptions, ensuring they have realistic expectations.)
6. What is your timeline for seeing results, and do you have any important events coming up? (Knowing the patient’s timeline helps in planning the treatment and recovery period, especially if they have upcoming events where they want to look their best.)
7. How do you feel about potential risks or side effects associated with this treatment? (This question allows you to gauge the patient’s risk tolerance and ensures they are fully informed about what to expect.)
8. What are your thoughts on maintenance treatments after the initial procedure? (Understanding the patient’s willingness to commit to ongoing treatments can influence the type of procedure recommended.)
9. Do you have any specific concerns or fears about the treatment? (Addressing any anxieties the patient may have helps build trust and ensures they feel comfortable proceeding with the treatment.)
10. How do you define success for this treatment? (This allows you to align your treatment plan with the patient’s expectations and ensures that you both have a clear understanding of what a successful outcome looks like.)
Effective Communication Techniques
Active listening in aesthetics should be employed at the end of it, to better understand a patient’s concerns and preferences.
Use of plain English language — Use simple words so that patients of all levels can understand. As well as minimising technical language and medical terms, including before and after galleries of patient photos with similar aesthetic concerns can be priceless in helping the patient visualise what they could possibly achieve. It is also important to be transparent with the limitations and variability of results to prevent unrealistic expectations.
Educating Patients on Procedures and Outcomes
Additionally, it is also very important when it comes to educating the patients on procedures and outcomes. This is one of the best ways to set realistic expectations for your patients.
By explaining the details regarding how treatment is performed, what to expect during recovery and when they can start realising their results, an aesthetic provider helps in setting realistic patient expectations.
Top Suggestion: To emphasise that aesthetic treatments can have a range of outcomes depending on individual factors and that achieving the desired result may require more than one session or a combination of aesthetic treatments.
Handling High-Expectation Patients
Approaching patients who have high or unrealistic expectations takes finesse.
Gently Realign Expectations
Start by acknowledging the patient’s desires and concerns, and validating their feelings to build rapport. Then, gradually steer the conversation towards what can realistically be achieved. Use clear, non-technical language to explain the limitations of the procedure and the factors that may affect the outcome. Providing visual aids, such as before-and-after photos of similar cases, can help illustrate what’s achievable and set more realistic expectations.
Maintain a Positive Outlook
While managing expectations, it’s important to stay positive and highlight the potential benefits of the treatment. Focus on what can be improved and how the treatment can enhance their appearance or address their concerns. This helps to keep the patient motivated and reassured, even if their initial expectations are adjusted.
Refusing Treatment When Necessary
If a patient’s expectations are unrealistic to the point that they cannot be met without compromising their safety or satisfaction, it is the practitioner’s responsibility to refuse treatment. This should be done with care and professionalism. Explain the reasons clearly, focusing on patient safety and ethical considerations. Offer alternative solutions that may be more suitable, or provide referrals to other specialists if appropriate. This approach not only protects the patient but also upholds the integrity of the practice.
Utilising Pre-Treatment Visualisations
Pre-treatment visualisation tools, such as digital imaging or temporary fillers, can be extremely helpful in managing patient expectations. These tools allow patients to see a realistic preview of potential outcomes, helping them make more informed decisions about whether to proceed with the treatment.
By providing a visual reference or before and after photos, patients can better understand the limitations of the treatment and align their expectations accordingly.
The Role of Patient Consent Forms and Documentation
Consent forms and educational materials are vital in setting expectations and protecting both the patient and the practice.
These documents should clearly outline the possible outcomes, risks, and limitations of the treatment. Having patients sign consent forms after reviewing these materials ensures that they are fully informed and have acknowledged the information provided. This not only helps in setting expectations but also serves as a legal safeguard for the aesthetic practitioner.
For more information, go to New to Aesthetic Legislation? Here’s What You Need to Know to Stay Compliant.
Patient Follow-up Care and Managing Feedback
These follow-up appointments provide an opportunity to assess the results, manage any complications, and address any concerns the patient may have.
It’s also a chance to gather feedback, which can be used to continually improve the practice and patient experience. Encouraging open communication during follow-up visits helps maintain trust and satisfaction, even if the initial results are not as expected. Here are some effective strategies to encourage patients to return for follow-up appointments:
1. Emphasise the Importance of Follow-Ups During the Initial Consultation
Clearly explain the role of follow-up appointments in achieving the best results, monitoring healing, and making necessary adjustments. Highlight that follow-ups are part of the complete treatment package and crucial for their safety and satisfaction.
Note: Set expectations early – Let patients know from the beginning that follow-up visits are routine and an integral part of their treatment plan.
2. Schedule Follow-Up Appointments Before the Patient Leaves
Schedule the follow-up appointment immediately after the procedure while the patient is still in the clinic. This increases the likelihood that they’ll keep the appointment. Provide a range of times and dates to accommodate the patient’s schedule, making it easier for them to commit.
3. Provide Appointment Reminders
Use automated systems to send reminders via text message, email, or phone call a few days before the scheduled follow-up. This can help reduce no-shows. Personalise the reminders to make them more engaging, reinforcing the importance of the visit for their care.
4. Follow-Up Incentives
Consider offering small incentives for attending follow-up appointments, such as discounts on future treatments or complimentary skincare products. Emphasise how the follow-up visit benefits the patient, whether it’s checking the progress, ensuring optimal results, or addressing any post-treatment questions.
5. Create a Positive Experience
Ensure that the follow-up experience is comfortable and positive, with minimal wait times and a welcoming atmosphere. Engage with patients during follow-up visits, taking the time to listen to their feedback and concerns. This makes them feel valued and more likely to return for future visits.
6. Follow-Up with Non-Attendees
If a patient misses their follow-up appointment, follow up with them. A polite reminder call or message can encourage them to reschedule. Understand that life can be busy and offer alternative times if they can’t attend the originally scheduled appointment.
7. Build Strong Patient-Practitioner Relationships
Establish a strong relationship with patients by being approachable, empathetic, and communicative. Patients who trust and feel comfortable with their practitioner are more likely to follow up. Continuously educate patients about the benefits of follow-ups and how they contribute to the success of their treatment.
8. Utilise Technology
Implement patient portals where they can easily schedule and manage their appointments, view treatment plans, and communicate with the clinic. Offer virtual follow-up appointments when possible, especially for patients with busy schedules or those who live far away.
FAQs
How can I manage a patient who has unrealistic expectations?
Start by gently realigning their expectations and explaining what is realistically achievable. If necessary, refuse treatment while offering alternative solutions or referrals.
What tools can help in setting realistic expectations for patients?
Visual aids like before-and-after photos, digital imaging, and temporary fillers can help patients visualise potential outcomes and align their expectations accordingly.
Why is it important to have patients sign consent forms?
Consent forms ensure that patients are fully informed about the risks and limitations of treatment, protecting both the patient and the practitioner legally and ethically.
How should I handle patient dissatisfaction after a treatment?
Address the patient’s concerns during follow-up appointments, offer solutions, and ensure open communication. Gathering feedback can help prevent similar issues in the future.
Are you looking to enhance their communication and consultation skills?
Consider enrolling in Acquisition Aesthetics courses, designed to improve patient interactions and satisfaction. By mastering these essential techniques, you can ensure better patient outcomes and build a stronger reputation for your practice.
Conclusion
Managing patient expectations is a delicate balance that requires clear communication, education, and empathy. By following these essential tips, aesthetic practitioners can enhance patient satisfaction, reduce the likelihood of dissatisfaction, and ensure the long-term success of their practice. Continually refining these skills will not only improve patient relationships but also contribute to the overall reputation and growth of the clinic.
