Practitioners get so caught up in what they are doing that they often neglect to consider fully what getting a treatment is like for their patients.

You (hopefully) know what you’re doing! You know what happens from the moment your patient books in, to when they enter your clinic to immediately after treatment and on to subsequent appointments.

Your patient, especially if they are new, has NO CLUE. By intimately understanding your patient’s journey, from their perspective, from first researching you or a treatment to re-booking with you, you can evaluate which parts need adding or tweaking to create a phenomenal patient journey.

We know that it takes the average person between 6 and 18 months to book an aesthetics appointment, from first considering the treatment to booking a consultation. It's during this time they are trying to figure out:

Who do I choose?

What treatments do they do?

How does the treatment work?

What treatments do I need?

Will it hurt?

What’s the downtime?

How long is the appointment?

Can I go back to work the same day?

What are the risks?

How long will the results last?

How much will it cost?

Can I see photos of your work?

Where can I read reviews?

How do I book?

Why do I need to fill in forms?

What happens to my data?

Where do I go?

Is there parking?

How do I get in contact with you?

What time is my appointment?

How do I reschedule?

How do I cancel?

What do I need to do before?

What if I don't want to go ahead?

How do I pay?

What do I need to do after treatment?

What happens if something goes wrong?

When do I need to book back in?

Where can I leave feedback?

By understanding what your patients might need from you at each point in their journey, you can provide them with automated, timely and relevant information to educate, inform and reassure them.

Utilising digital systems and automations helps ensure that you and your services are visible, front of mind and under consideration by patients, both new and returning, wherever they are in their treatment journey, without them constantly needing to get in touch with you.

Not only does this help support your patients throughout their entire treatment journey, it also builds efficiencies into your business, frees up your time and maximises your revenue.

The Patient Journey Audit

Any task that you have done half a dozen times, and are likely to do half a dozen more, should be automated. Any task that requires your personal input and/or is specific to that particular patient is one that needs to be hand-cranked.

For each touchpoint of your patient’s journey, think about what they might need to know, how you currently support them and how you might improve (and automated where possible) the experience.

Here’s a template to get you started.

Here’s what a well-supported and automated patient journey might look like:

By enabling patients to self serve & building in automations allows you, particularly as a solo practitioner, to have sufficient time to market & grow your aesthetic business.

GlowdayPRO software automates:

• digital questionnaires

• consent forms

• capturing payment card details

• appointment information

• appointment reminders

• pre-treatment information

• post-treatment information

• receipts

• review requests

• re-booking reminders

Freeing up time for you to focus on growing your business and delivering exceptional customer care. Click here to find out more.