The Different Challenges that Medical Aesthetic Clinic Managers Face
Non-surgical treatments contribute to a fair share of the growing number of cosmetic procedures performed here in the UK. Consultations with Coordinators and Specialist Practitioners assess and create a personalised treatment plan that often includes: Botox & Dermal Filler, Laser and intense pulsed light (IPL), Laser hair reduction/removal, Dermaroller, Mesotherapy and skin treatments.
Non-surgical procedures are administered in large volume due to their non-invasive approach and ease. Convenience and accessibility of non-surgical treatments have increased the growing number of consumer interest; with this demand apparent leading providers are also opening 5-6 days a week and opening late hours to help support further growth within the industry.
As the Aesthetic industry continues to flourish and grow the role of Medical Aesthetic Practices and Clinic Manager’s is becoming increasingly challenging; driving to be the best in delivery for excellence within non-surgical procedures and treatments.
For those working in the Aesthetics Industry, there is nothing more fulfilling and pleasing than not worrying about bills, overheads and empty waiting rooms. After all, a clinic buzzing full of activity and energy with patients wanting non-surgical procedures and appointments being reserved in advance is a sure sign of a job well done!
However, there are many contributing factors to consider when striving for success, including: finance, location, marketing, clientele, website content, treatment/procedures, competitive pricing, members of staff and customer service to make a long term success of a business.
Clinic Managers are expected to manage the daily activities of a clinic staffed by qualified professional Doctors, Nurses, Aestheticians, Non Surgical Coordinators and Administrators.
They will often have a large inventory of responsibilities, including the management of all clinical sales, finances, personnel, resolving conflicts, motivating staff, clinic audits, scheduling, maintaining an efficient clinic and hiring and training of staff to drive the business forward.
Clinic Managers also:
- Ensure that all their staff members are familiar with the Clinic policies.
- Establish and maintain health and safety conditions at work.
- Ensure that every staff member participates in the training programmes.
- Investigate and report accidents involving injuries to the public and employees.
- Engage employee performance review.
With all successful clinics, it is important that all members of staff deliver excellent treatments and customer service. The level of professionalism will speak volumes about the type of care that a consumer will receive.
Medical Aesthetic Clinics require that all employees are competent, reliable, loyal, responsible and committed to the clinic’s vision for excellence. Therefore, it is essential to the running of a clinic to recruit wisely.
Getting it wrong can prove to be costly! Hiring the wrong person affects many areas of the business including time and money spent. The wrong employee, that has an unhelpful and negative attitude, deflates morale and productivity and therefore can result in many good employees leaving the company to pursue better working conditions.
When recruiting the clinic needs to be sure the candidate's are competent and can contribute specialised set skills. Investing in the right practitioners and staff leads to excellent results for all, including the business and the customers.
Getting it right facilitates the Clinic to flourish and continue to provide and deliver excellent and exceptional customer service and experience by providing good medical practice for those seeking non surgical treatments.
Healthcare professionals (Clinic Managers, Coordinators, Doctors, Nurses, Medical Aestheticians and Admin) are expected to practise in accordance with good medical practice and care.
Registered Bodies, such as the General Medical Council and the Registered General Nursing (RGN) promote health and safety of the public by ensuring proper standards of care are practised. If any doctor/nurse fails to meet these standards this can result in them being struck off!
Clinic policies also act to protect patients from harm. Staff must ensure that they are:
- Involve the patient in any decision making.
- Doctors, Nurses and Aestheticians belong to a relevant professional/specialist organisation.
- All staff must have completed training in health & safety including CPR.
- Each clinic has written procedures to follow.
- Uphold client confidential information.
- Carry out documented consultations. Keep detailed records, giving account of the patient’s procedure, including medical history, initial examination and the treatment plan. All records must be signed and dated.
- Provide the patient with written information about the procedure, the range of possible outcomes, complications and associated risks.
- Document ‘before’ and ‘after’ photos with the consent of the patient
- Provide the patient with a suitable plan that covers all aspects of their post-treatment care. Including, possible reactions, self-care and details of any follow-up appointments.
- Provide written instructions, including who to contact if complications arise.
The clinic manager must lead in enforcing a good and reputable practice by implementing the following policies with the registered guidance and provision of care according to the Care Quality Commission (CQC) and the General Medical Council (GMC), which is responsible for regulating the medical profession here in the UK.
The following are a few of the standard policies and procedures that Clinic Manager’s must implement in the running of a competent clinic:
- Practising Policy- Clinics are compelled to ensure the quality of care given to patients and has a responsibility to ensure that all Practitioners who receive practising privileges within hospitals/clinics meet those responsibilities whilst protecting the interests of the public.
- Clinical audit Policy- Clinical audits are monitored to improve patient care and the service provided. Changes are made by the individual, team or service.
- Information Management Policy- The aim is to ensure that all information obtained regarding patients and staff members are held securely and confidentiality.
- Patient Consent to treatment Policy- This policy aims to ensure that information given, is understood by all parties involved in the nature of the proposed treatment; including any risks and anticipated outcomes of treatment before they give their consent to it; making sure the patient/clinician discussion is documented including the date and time of agreed consultation/procedure.
- Patient Care Policy -The Clinic should ensure that the standard of care meets the needs and requirements of the customers/patients.
- Risk Management Policy- All Clinics have a legal obligation to ensure that potential risks are assessed and risk is minimised.
- Health & Safety Policy- This aim of this policy is to prevent and control Health and safety risks to staff and customers/patients to maintain a healthy and safe environment throughout the clinic.