Creating an Exceptional Patient Experience in Your Aesthetic Practice

The Oculofacial Podcast

About the Guest(s):

Catherine Maley, MBA, is an accomplished author and a recognized consultant with over 25 years of experience working with plastic surgeons. Her expertise lies in patient attraction and conversion in the aesthetic practice niche. She is known for her book "Your Aesthetic Practice," where she provides strategic insights into efficiently running a clinic and maximizing patient satisfaction within the cosmetic surgery industry. With an MBA and entrepreneurial acumen, Catherine brings a unique perspective to the medical community, focusing on the intersection of healthcare and client experience.

Episode Summary:

In this episode of The Oculofacial Podcast, Dr. Kian Eftekhari and Dr. John Martin dive into the specifics of transitioning from functional to aesthetic surgery with special guest Catherine Maley, MBA. Catherine lends her extensive expertise to the conversation, providing critical strategies that empower surgeons to enhance their clinic management and customer interactions in the field of aesthetics.

Catherine shares invaluable insights into the nuanced approach required to cater to aesthetic patients as opposed to those seeking functional surgery. She emphasizes the importance of understanding patient expectations and customizing the patient experience in a practice. Her discussion includes practical tips on managing the operational aspects such as phone answering protocols, consultation structures, and staff-patient interaction, all crucial for driving a successful aesthetic practice.

Key Takeaways:

• Surgeons transitioning to aesthetics must adapt to a service-oriented patient experience, focusing on customer service and nurturing the patient journey.
• The customer experience is central to a successful aesthetic practice, from the first phone call to postoperative care.
• Having a dedicated aesthetic coordinator can significantly increase conversion rates by being the patient's advocate within the clinic.
• It's vital to distinguish and market the unique skill set of oculoplastic surgeons, particularly to patients who may not be aware of the specialized treatments these surgeons offer.
• Practices should gradually integrate cosmetic services for existing patients and invest in marketing and staff training to foster growth.

Notable Quotes:

• "Patients who like you don't sue you." - Catherine Maley
• "Your staff can really be such an asset to you." - Catherine Maley
• "There's only a few of you. So honestly, as long as you can just stay with it, be persistent, and adapt as the world changes, you're fine." - Catherine Maley
• "Patients who love you will absolutely be your sales ambassadors if you take care of them." - Catherine Maley

Resources:

Catherine Maley's website: CatherineMaley.com

Book: "Your Aesthetic Practice" by Catherine Maley

Catherine Maley's podcast "Beauty and the Biz”

If you're an ASOPRS Member, Surgeon or Trainee and are interesting in hosting a podcast episode, please submit your idea by visiting: asoprs.memberclicks.net/podcast