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Ep.117: Problem Patients Checklist

📖 Get a Copy of Catherine’s FREE Book 📲 Schedule a FREE 30-Minute Strategy Call with Catherine Beauty and the Biz – Problem Patients Checklist Today’s episode is about Preventing Problem Patients by using a Checklist and other strategies. So, we all the saying “An ounce of prevention is a worth a pound of cure.” I discovered Ben Franklin coined this timeless phrase back in 1736 to remind Philadelphia citizens to remain vigilant about fire awareness and prevention. This advice works just as well today in our own industry. A little precaution BEFORE a problem occurs is preferable to a lot of fixing it afterwards. As a cosmetic surgeon, you get all the risk when dealing with the cosmetic patient. You hope/believe the prospective patient is hearing you when you say: “I can’t make it perfect, but I can make it a lot better.” The good news is most consumers make for great cosmetic patients. They have done a lot of research online and read/watch/heard about the good, the bad and the ugly. They are friendly, reasonable, and realistic. But the few patients who aren’t, can wreak havoc with your reputation and mental health. So, you want to Plan Ahead to Prevent Problem Patients What can trip you up are your own emotions during the consultation process. The two major ones being ego and greed. It can be difficult to say no to prospective patients who want to give you money. That’s completely understandable. Same thing with your ego. It’s so much easier during the consultation process to ignore your gut telling you to beware than to say no. When interviewing surgeons about problem patients, they repeatedly tell me, “I knew there were red flags, but I thought I could manage them.” Most of the time you can, but why not set up a process to help you stay out of these sticky situations that come back to haunt you later? I recommend you get together with your team and review what you have discovered from experiencing problem patients. Looking back, what were the warning signs? Then develop your own pre-surgical red flags checklist. Below is an example to give you a good start: Red Flags Checklist
  • Their significant other makes the appointments and schedules the surgery, rather than the patient doing it herself.
  • Rude to staff
  • Lying
  • Demanding
  • Self-centered
  • Inflexible
  • Whiny
  • Bad-talking other surgeons
  • Over dramatic
  • Too emotional / Too unemotional
  • Does not understand the procedure
  • Repetitive behaviors
  • On meds (Call their psychiatrist)
  • Won’t take photos
  • Won’t sign consent forms
  • Vague about post-operative support
  • Your staff has reservations.
  • You just don’t like the patient.
Make it protocol for you and your staff to go over this checklist during the consultation process. If you can check any of these boxes – ABORT or, at least, BEWARE! Then, there is the Post-Op Problem Patient Even though you were careful with patient selection at the front end, you can still end up with a post-op patient who is not happy. It happens. What’s most important is what you do about it that makes all the difference in how it plays out. So rather than wing it when it happens when emotions run high, set up guidelines now to deal with it in a rational way. Here are 4 steps to help you work with and prevent problem patients: 1) Listen You can’t solve a problem you don’t know you have, and you can’t assume anything. That’s why listening is critical. Give the patient your undivided attention. Use their name and eye contact. Don’t rush. Listen to a patient’s complaints without interrupting. Sometimes, the patient just wants to be heard and understood. Then repeat back what they said to ensure you are both on the same page. This alone could diffuse them. It will also help you determine if this is a real issue or just a complaint the patient wants to share with you, get off their chest and move on. 2) Acknowledge Avoid this temptation to be defensive. Don’t make excuses, don’t qualify, and don’t disparage a patient for speaking their mind. Just listen and learn. Offer a sincere apology for how they feel. Not for any wrongdoing on your part, but you are sorry they are not happy. 3) Ask Questions Be curious and probe deeper with questions to figure out how serious the situation is. For example, “Karen, what’s prompting this? Did someone say something to you?” You are looking for the WHY they feel the way they do. Maybe they went back online to research their concerns and got themselves worked up from other patient stories. You just don’t know unless you ask. Another great question to ask to figure out where the patient’s head is at is, “Karen, if you were me, what would you do?” This puts the patient in your shoes. They may surprise you and have a simple request that would satisfy them. Again, you just don’t know unless you ask. And 4) Do Something! Make it right! Don’t just promise to make it right, actually take a proactive step in the right direction. Offer solutions such as cortisone shots, lymphatic massage, a touch up in the office, comp your fees or discount OR fees to go back into surgery. Then thank them for being reasonable and working with you to rectify the situation. So to recap its’ listen-ack-ask questions-do something Oftentimes, you can turn this problem patient into a raving fan by handling the situation promptly with composure, assurance, and poise so it doesn’t blow up into something bigger. If you want to talk more about your specific situation, just leave me a message at www.CatherineMaley.com or DM me on Instagram. And, if you haven’t done so already, please subscribe to Beauty and the Biz and leave me a review since that helps me reach a larger audience. Thanks so much and talk soon! 📖 Get a Copy of Catherine’s FREE Book ​📲 Schedule a FREE 30-Minute Strategy Call with Catherine 👁 DON’T MISS THESE INTERVIEWS 👁 ​➡️ Robert Singer, MD FACS – Former President, The Aesthetic Society ​➡️ Grant Stevens, MD FACS – Former President, ASAPS ➡️ E. Gaylon McCollough, MD FACS – Former President, AAFPRS, ABFPRS, AACS ​✔️ STAY UPDATED! ✔️ Website • Blog • ​​Podcasts • iTunes Subscribe • Videocasts ​🤝 LET’S CONNECT! 🤝 Instagram •  Facebook •  Twitter •  LinkedIn #beautyandthebiz #podcastforsurgeons #plasticsurgeons #cosmeticsurgeons #podcast #marketing #plasticsurgery #stafftraining #businessconsulting #strategiesforsurgeons
Catherine Maley

Catherine Maley

Catherine is a business/marketing consultant to plastic surgeons. She speaks at medical conferences all over the world on practice building, marketing and the business side of plastic surgery. Get a Free Copy of her popular book, Your Aesthetic Practice: What Your Patients Are Saying View Author Profile.

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Robert Sigal, MD
Robert Sigal, MD
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Victor Ferrari, MD
Victor Ferrari, MD
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Anthony Corrado, MD
Anthony Corrado, MD
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Evan Sorokin, MD
Evan Sorokin, MD
"Working with Catherine and her team has been very profitable. We’re only half way through the year and I’m up $200K and I’m booked out for the next 2 months even though we typically go into our slow summer months now. Her recent promotion brought in an extra $63,782 with more surgeries scheduled. I never realized how much money was sitting in my patient list but I’m a believer now!"
Robert Langdon, MD
Robert Langdon, MD
"Catherine Maley has one of the best Marketing Minds in the aesthetic industry, bar none. She understands the aesthetic patient and she also understands the challenges and frustrations we face as aesthetic surgeons. You will benefit from Catherine's tools whether you are new in practice or a seasoned professional.Turn to Catherine for guidance - she knows what she's talking about."
Edwin Williams, MD
Edwin Williams, MD
“Catherine’s Cosmetic Patient Marketing Service has been a great addition to our practice-building overall plan. While we still invest in our online presence, we also found immense value in the internal marketing efforts. We especially like that all results are tracked so we know we are getting a great return ... last year it was 1,148% and no staff time was used. That’s a much easier way to grow my cosmetic practice.”
Mark Mason, MD
Mark Mason, MD
"Catherine Maley turned our practice around. We converted more consultations in one week than we did in an entire month. Our practice went from a painful 50% no show rate to a remarkable 85% show rate. Even more impressive was our close ratio - from 35% to 80% and still increasing. We would recommend her to any practice that’s looking to not only increase their profits today, but sustain a healthy flow of income for many years to come. Thanks Catherine!"
Sam Assassa, MD
Sam Assassa, MD
"Catherine found me the best patient care coordinator I could have asked for. She worked out a payment plan that was fair to me and motivating to my coordinator. She also provided training tools to help my coordinator convert better, even though she was already experienced. The results have been phenomenal. So good, in fact, that my income increased 250% and I’m booked out for 3 months. Don’t waste any more time or money doing it yourself. Outsource to someone you trust!"
Andrew Lofman, MD
Andrew Lofman, MD
"Since we’ve been working with Catherine and her team for the past 5 months, we’ve brought in $79K in surgeries and have booked an additional 17 surgical procedures and 20 non-invasive body procedures since then. This does not include the additional new patient referrals and revenues we are seeing from the on-going nurturing of my current patient database."
Verne Weisberg, MD
Verne Weisberg, MD
"I had given my staff the goal to convert at least $35K per week in surgeries AND I gave them the tools to help which was Catherine’s Online Learning Center at More Patients Academy. They watched Catherine’s modules and implemented her strategies and converted $80K! That equaled a 2,550% ROI. Nice!"
Adam Stein, MD
Adam Stein, MD
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