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Advertorial Merz Aesthetics
@aestheticsgroup
@aestheticsjournaluk
Aesthetics
aestheticsjournal.com
create anxiety. If a member of your team brings them in, stand up and welcome them. Be aware of your body language. Be comfortable and confident and, most importantly, smile.
Gather information
The Art of the Consultation Merz Innovation Partners Dr Emma Ravichandran and Dr Simon Ravichandran discuss the consultation and share two different patient journeys verbal behaviours indicative of a
The amount of information you can get out of a patient in just a few seconds is phenomenal. It only takes six seconds to identify non-verbal behaviours indicative of a personality trait, so think about what they are telling you with their words, body language and non-verbal cues. What are their motivations for treatment? It is also really good to think about the interaction from your point of view. What feeling do you get from this person? Do you want to treat them? When you develop relationships with your long-term patients, it is a two-way process. As humans, we often mimic other people’s body language. So if someone walks in and is laid back and relaxed, then instantly, the other person is more comfortable. If a patient walks in and has very closed body language, the natural human instinct is to mimic that body language. One of you needs to be the open one, and it has to be you.
The Calgary trait, sopast think 14 about whatDrs Simon Consultation andpersonality Over the years and Cambridge consultation framework they are telling you with their words, communication body language Emma Ravichandran have created a When you are gathering your information, Providing Structure and non-verbal Building Relationship to the Consultation skills are blueprint for the Clinetix consultation, you need to: cues. What are their motivations for treatment? frequently which combines the Calgary CambridgeInitiating the • Session Establish eye contact: let the patient Explanation and Planning undervalued. In It is alsoframework with a check-in/check-out know you are listening. really good to think about private practice, the interaction process adapted from airlines. • Encourage specificity: get details about from your point Gathering Information Closing the Session our livelihoods of view. What feeling do you get the big picture as well as the small picture. from this person? Do you want to are dependent treat them? Initiating the session • Summarise information: recap, check When you develop on patient satisfaction, so we need to relationships with your long-term for and correct misunderstandings and it is a two-way process. usinginto a mirror lifting They have got to have that luxury enhance the patient journey. There are patients,Before the patient even walks theand physicallymiscommunication. tissues or pointing to the patient’s feel, that emotional engagement. six components to consultation – basedAs humans, room, be organised and prepared. Clear • Practice active listening: respond to we often mimic other face. Always ask for permission We introduce the patient and the thought about and processed these consultation people’s on the Calgary Cambridge the notes from So your patient and visual and verbal cues about distress body language. if previous before touching a patient’s face. next steps to our receptionist and 1 thoughts. someone walks in and is laidGo back have them a conversation framework – with two overarching pillars: clear your mind. out and call the patient and explore further.while any and relaxed, then instantly, the Once you have decided on a transactions occur. Then we take in yourself and guide themtreatment into theplan, room. • Avoid interruption: studies have shown “She has had some tough times other person is more comfortable. you can discuss the them to the door. If they need a taxi, in the and seems less • past Building the relationship Thiswalks breaks down that barrier of having doctors interrupt their patient If a patient in and has very time frame, the downtime, which we order them a taxi. Whenafter they less comfortable than Georgia did but, language, natural you would do first than and the leave the clinic, we want them to • Providing structure to the consultationclosed body to walk into athe clinical room,treatment which can 15 seconds. on the other hand, she still has very human instinct is to mimic that body intervals between treatments. feel like they have just walked out of open body language and is a very language. One of you has to be the Louis Vuitton with a handbag. likeable feel a genuine The person. patientYou journey can be broken downopen one, and it has to be you. Closing the session warmness towards Jac and want to The The Calgary Cambridge consultation framework closing of the session is where Every patient then gets an email further into four parts: help her achieve her goal to be the When you are gathering your patients are often lost. The patient to summarise the consultation, person she feels inside. information, you need to: has got to be free to decide for regardless of whether they have Providing structure • Initiating the session • Establish eye contact: let the themselves, with no pressure, and Building booked or not. relationship to the consultation “She told us she looked in the mirror patient know you are listening. they should be given time to do • Gathering of information and said, ‘who is that looking back • Encourage specificity: get detail that, but they might need guidance The key is to do everything possible • Explanation and planning at me?’ That’s a huge motivator for about the big picture as well as on the next steps. to make them feel that this is the Initiating Explanation patients and something we can • Closing the session the small picture. best customer service experience theOffer session and planning really help them with, which is a • Summarise information: them options such as: they will have. If they say “no”, huge privilege.” recap, check for and correct 1. If you are ready to book, I can respect that. They will still tell An effective consultation means misunderstandings and book that in now. We can create someone else they have had the Initiating the communication, session effective and that means miscommunication. your treatment plan and get most informative meeting with the Closingdoctor they have ever had. Before the patient even • Practice active listening: RespondGathering everything organised. recognising that walks individual patients require into the room, be organised and to visual and verbal cues about information 2. If you are not ready to book the and session individual and adapting your distress and explore them further. prepared. Clearapproaches the notes from your you decide this is not for you, previous patient and clear your mind. • Avoid interruption: Studies have processes accordingly. that’s ok. If you ever want to shown doctors interrupt their come back and speak to me, just Go out and call the patient in patient after less than 15 seconds. get in touch. Use this QR yourself and guide them into the 3. If you need more time, time code to watch 18 Aesthetics | August 2021 There are several ways in which a room. This breaks down that barrier is good. People who rush into the videos and patient can derail the consultation. of having to walk into a clinical decisions are much more likely hear Georgia and
