Chapter 55: The Cosmetic Consultation

Beginner Pearls

• The interaction with the front desk sets the stage for everything that follows.

• Etiquette for a physician’s office staff must be similar to that seen in high-level hotels or retail stores.

Expert Pearls

• A cosmetic interest questionnaire that lists problems and procedures the patient wants to discuss helps to streamline the consultation.

• Use a variant of responsive listening—repeating back to the patient what he or she expressed to the nurse or assistant in the preliminary interview.

Don’t Forget!

• The appearance of the reception area is particularly important when treating cosmetic patients.

• The public generally does not understand that surgery may be less expensive than the combination of nonsurgical procedures necessary to produce desirable results.

Pitfalls and Cautions

• Patient expectations must be set by the physician with both clinical and financial boundaries: the patient who expects to pay for one syringe of a filler but requires at least six syringes to attain the desired result will not be satisfied.

• Body dysmorphic disorder is the most common psychiatric condition seen in patients seeking cosmetic procedures.

Patient Education Points

• Be clear that nonsurgical procedures can provide excellent, but still not surgical, results.

• A physician must say “no” to any treatment they believe is medically or aesthetically inadvisable.

Billing Pearls

• Do not automatically write off procedure fees or offer reimbursement without checking with your malpractice carrier; returning money to a patient prior to discussion with your carrier could negate your insurance coverage if the incident is litigated.