The relationship between a doctor and a patient sometimes resembles fights without rules. The only difference is that they are of an intellectual nature and usually begin with a clarification about the provision of services. How should a doctor behave?
We addressed this question to the cosmetologist Elena Stoyanova, who advised us to learn how to control ourselves and correctly answer the tricky questions of patients.
Elena STOYANOVA — dermatologist-cosmetologist, candidate of medical sciences, chief physician of the STEsthetic clinic, head of the estet-portal.com portal and founder of business-shot
Patient's defensive reaction and doctor's confidential conversation
Red. Many patients come to their appointments already prepared. After reading information on the Internet, they immediately begin to tell the doctor how best to proceed. And, most importantly, that. How can you dissuade such a visitor?
Е.С. Indeed, every day there are more and more informed patients, especially they strive to demonstrate their awareness at the initial appointment. But more often than not, this is only a defensive reaction to an unfamiliar doctor who may criticize their appearance or belated treatment.
Many deep down are ready to scourge themselves, but hearing this from a stranger, and even more so from a specialist, is like a sentence for them.
What to do? First of all, listen carefully and don't get into a discussion. It will be unproductive.
After that, ask medical questions. If your visitor can't answer them (which they will), apologize for mistaking them for a colleague and offer your perspective on the problem.
• This approach reassures the visitor and builds trust between the visitor and the doctor.
Cosmetologist's office instead of a supermarket: go shopping?
Ed. During the conversation, when a patient learns about other cosmetic procedures, he often asks for them to try something new for himself. How to explain that a beauty salon is a medical institution and not a supermarket?
Е.С. Many patients think that they can solve all their problems in one visit to a cosmetologist. This is not true. Anti-age therapy, like the therapy of any chronic disease, is a complex treatment.
What to do? Tell the patient about the program to solve their problems, which include many factors, including lifestyle and home care.
Explain that certain procedures (special injections, facial creams, etc.) cannot be performed at home.
• Only a specialist can choose and correctly develop a balanced program.
Business people: taking into account demand and expanding the line
Ed. Many patients have become stingy and often ask for cheaper care products instead of the ones offered. How to explain correctly in such cases?
Е.С. It is necessary to take into account the financial condition, which can change a person in any direction. It is important not to sell him this or that care product, but to explain reasonedly why it is better to use it at the moment.
To be fair, despite the difficult economic situation in the country, visitors continue to actively use home care products.
What to do? If you see that the product you are offering is obviously not available to the client, have a cheaper line of products in your arsenal.
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