Convos we need to have with our patients
Instant gratification, we love it.
In the age of Instagram likes, dating apps, Twitter (or X, who knows anymore LOL) – instant gratification is quite literally at our fingertips. Just a single double tap, swipe left, etc. can be the catalyst to a great mood in an otherwise ordinary day.
For this reason, aesthetic injectors are facing a new challenge and it has become paramount to set realistic expectations with our patients. Whether you are a healthcare provider, counselor, or any other professional engaging directly with individuals, effective communication about what to expect is the key to building trust.
As much as we wish that Botox would kick in ASAP, that is just not how it works. Same with fillers. Think about the lip filler journey – It takes about a week until we know what the ‘final result’ actually looks like. We say ‘final result’ loosely, because even after that first week, there still may be work to do.
And that folks is where we emphasize again… Communication is key!
Sure, patients can (and probably will) Google search any and every possible outcome. With the plethora of information available online, patients are more informed than ever before. However, misinformation abounds. Therefore, nothing is more valuable than the conversations that you, as a provider, are having with your patients and the importance of setting realistic expectations.
Let’s jump in!
Why is Setting Realistic Expectations Important?
Trust Building: When patients have a clear understanding of the process, outcomes, and potential risks, it creates a foundation of trust between them and their healthcare provider.
Reduced Anxiety: Knowing what to expect can alleviate a lot of the anxiety and stress patients may experience.
Better Compliance: Patients who understand the journey ahead are more likely to adhere to recommended treatment plans.
Higher Satisfaction Rates: Clear expectations can prevent disappointment and dissatisfaction. If you explain everything clearly from the jump, there are no surprises. Your patient knows what to expect, and you are now on this journey together.
Effective Conversations to Have with Patients
The Process: What are their treatment goals? Now what does that look like? Provide them with all of the pre and post-appointment instructions.
Take them through the consultation. Ask all of the questions, and subsequently, answer theirs. “Will it hurt?”, “Will I bruise?”
Ultimately, we just need to make the process as clear as possible.
Potential Outcomes: Every treatment has a range of possible outcomes. Be transparent about best-case scenarios, typical outcomes, and potential complications.
And of course, we don’t like to think about the worst-case scenarios, but we need to address those as well.
Because I promise, your patient has probably Googled what could go wrong. So let’s be one step ahead and include easing their mind from the start.
Timeline: Provide a clear timeline for the treatment, including duration and recovery period if applicable.
Post-treatment Care: Emphasize the importance of follow-up care, rehabilitation, or any other post-treatment requirements.
Think of making cute cards to hand them at the end. Or even custom ice packs with a QR code linked to the instructions.
Cost: A clear understanding of costs, insurance coverage, and any out-of-pocket expenses is crucial to avoid financial surprises. Here's an idea! We have created a quote to provide our patients with so they have the full plan in front of them.
Challenges and How to Overcome Them
Misinformation: Address any myths or misinformation the patient might have come across. Recommend trustworthy sources for further reading. Remind your patient that you are the expert.
Be transparent, share your experiences, and showcase your knowledge. This will help foster that relationship between you both.
Managing Disappointment: Some patients may have high hopes. Address this head-on and explain why certain results might not be guaranteed.
However, provide alternatives.
Remind them that you are there to help them feel their most confident and are in their corner. Come up with a resolution and plan together on how you can alternatively achieve those aesthetic goals.
Active Listening: Ensure you listen to your patient's concerns and questions, addressing each one comprehensively.
Tools to Aid in Setting Expectations
Visual Aids: Use charts, models, or videos to illustrate points. Showcase your before and after photos from similar treatments! (Psst… also a perfect place for a shameless plug to follow your Instagram account)
Reminders: Physical or digital, consider providing handouts summarizing important points so that patients can refer back to them. The digital option is a follow-up text or email about what was covered during the consultation.
Follow-up Appointments: Schedule regular check-ins to monitor progress and answer any emerging questions.
One example that we love is Botox follow-ups. Rather than just a follow-up call 2 weeks post-injection, get that patient in your chair!
When checking them out at their initial appointment, schedule them for an in-person appointment 2 weeks from the day. This gets them in your chair one more time, and allows you to make an in-person assessment of how the treatment is going along, and if touch-ups are necessary.
So what are our main takeaways?
Setting realistic expectations isn't about curbing optimism or being overly cautious; it's about establishing trust, ensuring patient satisfaction, and fostering effective communication.
The more informed a patient is, the more empowered they feel in their healthcare journey.
By taking the time to have these essential conversations, we not only elevate the patient experience but also ensure better compliance and outcomes.
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