5. Consultation

Scope

Definition

Consultation is the Doctor's meeting with the client to diagnose the concern and make a treatment plan.

Applicable to
  • All clients, new and follow-up
Stages

What You Need

Procedure

Critical
  • Contraindication or high risk found: leave that treatment out of the plan.

Prepare the consultation

Stages
Sr Step Time By
Previous:
New client: 4. Skin & body analysis, step 20 is done.
Existing client: 3. Coordination, step 12 is done.		 - -
1 Check the client's appointment details in Zenoti. Doctor
2 Check that the client has arrived in the center.
✓ The appointment slot in the Zenoti roster has changed from green to yellow.		 Doctor
3 Read the client's intake form in Zenoti. Note the client's concerns and interests. Doctor
4 For new clients only:
Read the skin analysis and BCA reports.
VERIFY: how the Doctor receives the reports (printout, email or Zenoti) (question D8)		 Doctor

Welcome the client

Stages
Sr Step Time By
5 Escort the client to the Doctor's cabin. Relationship Manager
6 Stand up to welcome the client. Doctor
7 Greet the client by name and introduce yourself. Doctor
8 Invite the client to sit down and get comfortable. Doctor

Assess the client

Stages
Sr Step Time By
9 Ask about the client's concerns. Doctor
10 Take the case history. Ask about:
• Age
• Marital status
• Known drug allergies
• Medical history
• Past surgeries
• Current medicines
• Past cosmetic treatments, especially for this concern		 Doctor
11 Examine the concern area.
For Skin, LHR and all other concerns: Magnifier glass (mandatory)
For Hair: Dermatoscope and Trichoscope
For Body and Slimming: visual and physical check only		 Doctor
12 For new clients only:
Explain the skin analysis report and BCA report to the client.		 Doctor
13 Assess the client:
• Medical diagnosis
• Whether the concern is valid
• How severe the concern is
• Contraindications and risks
• How likely the client is to start treatment
⚠ Contraindication or high risk found: leave that treatment out of the plan.		 Doctor

Plan and explain

Stages
Sr Step Time By
14 Make the treatment plan based on your assessment. Use Service Explorer for the overview of concerns and services. Doctor
15 Explain the diagnosis and treatment plan to the client. Doctor
16 Ask if the client has questions. Answer them. Doctor
17 Tell the client the next step: the Relationship Manager gives the prices and discusses them with the client.
New client, bigger plan, or unclear notes: call the Relationship Manager into the room. Brief them in 1 minute, in front of the client: the plan and the client's main worry.		 1 min Doctor
18 Stand up and guide the client out of the room to the reception area.
After a briefing: the Relationship Manager takes the client from here.		 Doctor
19 Record the case history, diagnosis and treatment plan in the "Prescription" field in Zenoti, during the consultation.
✓ The Relationship Manager can read the plan there for 6. Closure.		 Doctor
Next:
New treatment plan: 6. Closure
Follow-up consultation (no new plan): 10. Checkout		 - -