Why Medical Spas Fail Reason #7: Lack of Systems in Your Practice

In the book, “The E-Myth Physician”, Michael Gerber teaches us that unless your practice can be duplicated, it will never run without you.  According to Gerber, if you don’t have systems, then your aesthetic business will ultimately fail because you as the owner must keep all of the plates spinning in order to keep everything functioning.  Unless you train your employees to operate your clinic without you always having to be looking over their shoulder, you and your business will suffer from burn-out.  Systems and procedures are necessary for the long-term success of any business.

Perhaps the hardest area for doctors to address in their aesthetic practices is daily operations.  In each practice there are hundreds of daily routines and processes that take place. These processes are the methods in which things get done by our team members (support staff, laser technicians and consultants). This includes how the phone is answered, how consultations are scheduled, who is responsible for what services, how payments are collected, what paperwork clients fill out, how clients are greeted when entering the office, how clients are placed into the treatment room, how aesthetic treatments are performed, how consultations are conducted and measured, how charts are pulled and organized, and who is ultimately responsible for what.

Each of these areas can have a significant effect on the experience a patient has in your clinic and the profitability of your practice.  The importance of these areas should not be under -estimated.  If you find yourself working longer hours, getting paid less, feeling less in control and not having fun, then you need to develop an E-Myth practice.

Below is a list of the areas that should be systemized within your aesthetic practice:

Operational Procedures A. Pre-Opening Procedures Business Opening Checklist & Timeline Establishment of Business Guidelines Securing a Location Building Out Your Site Setting Up Bank Accounts Getting Insurance Meeting Your Tax Obligations Required List of Equipment Initial Inventory Conducting a Grand Opening B. Human Resources EEOC Guidelines Laws Regarding Harassment Immigration Reform Act Wage & Labor Laws Job Descriptions Employee Profile Recruitment The Employment Application The Interview Process Introductory Period Developing Personnel Policies Employee Orientation Training Time Reporting Compensating Staff Uniform / Dress Code Performance Evaluations C. Office Procedures Suggested Office Hours Customer Service Client Retention Daily Activities Confirming Appointments Checking Out First Time Clients Checking Out Regular Clients Accepting Payment Processing Auto Debit Payments Merchandising Retail Products Inventory Management Generating Business Reports Maintaining the Office Safety and Security D. Sales Scheduling New Client Appointments Established Client Appointments Greeting Clients Conducting Consultations D. Clinical Procedures Clinical Certification Treatment Programs Greeting Regular Clients Taking Clinical Photographs Clinical Chart Documentation Clinical Follow Up Calls Laser Safety Clinical Equipment Maintenance F. Advertising Calculating Advertising ROI Internal Advertising Strategies External Advertising Strategies Required Advertising Expenditures Public Relations Community Involvement Obtaining Advertising Approval

Written Medical Treatment Protocols Step by Step Clinical Treatment Protocols & Procedures Laser Hair Reduction NdYAG 1064 Photo Facial Fractional Resurfacing Spot Testing Set-up & Operation of Soprano Set-up & Operation of IPL Care & Maintenance of Lasers Infection Control Exclusionary List ST Handpiece Eye Protection Laser Safety Precautions Laser Committe Q Switch Laser eyewear inspections LSO Responsibilities Laser Safety Index Sclerotherapy Restylane and Juvederm Levulan Jessner Peel Botox Cosmelan DermaSweep Tooth Whitening Other Tx Index Accent Portrait PSR 3 Home Care Instructions Thermage Fractional Photofacial Portrait Hair Removal Restylane and Juvederm Jessner Peel Tattoo Removal Microderm Botox Cosmelan Levulan Laser Vein Accent Home Care Lipolysis Sclerotherapy Teeth Whitening Consent Forms Arbitration Agreement Thermage Fractional Photofacial Portrait Hair Removal Restylane and Juvederm Jessner Peel Tattoo Removal Microderm Botox Cosmelan Levulan Laser Vein Accent Home Care Lipolysis Sclerotherapy Tooth Whitening Medspa Build Out Design Full Color Floor Plan Interior Elevations Storefront Elevation Interior Finish & Color Board Interior Finish Schedule Interior Finish Listing Door & Frame Schedule Glass & Glazing Products Storefront Sign Panel Lighting Fixture & Ceiling Information Retail Display Elevations Furniture Information & Prices Cost Reduction Options Vendor List

Clinical Chart Documentation Chart Organization Guide Master Chart Checklist History & Physical Exam Sclerotherapy Progress Notes Microderm & Peels Progress Laser Hair Progress Notes Cosmetic Filler Progress Notes Tattoo Removal Progress Notes IPLProgress Notes Portrait Follow-Up logs Technician Daily Checklist Fillers Flowsheet Body Contouring Analysis Hair Removal Flowsheet IPL Flowsheet Nd Yag Flowsheet Accent Flowsheet Fractional Flowsheet Client Intake Profile Portrait Treatment Log Tattoo Removal Progress Notes Administrative & Employee Forms Spreadsheet Cashflow ProForma Automatic Payment Form Package Treatment Plan Treatment by Treatment Plan Master Price Book Front Desk Operations Front Desk Certification Manual Refund Policy Opening Receptionist Checklist Closing Receptionist Checklist Employee Forms Uniform Specifications Employee Evaluation Employee Warning Notice Employee Status Change Form Reference Check Interview Report Interview Questions Application for Employment Office Policy Manual Orientation Checklist Form I-9 Time Sheet Vacation Request Corrective At Will Action Notice Employee Policies Handbook Employee Accident Report Medspa Business Plan Executive Summary Strategic Objectives Mission Statement Products and Services Clinics in Operation Consolidated Profit/Loss Market Analysis Summary Market Segmentation Buying Patterns Competition Competitive Advantages Physician Recruitment Staff Recruitment Staff Training Marketing Strategy Sales Strategy Implementation Strategy Management Team Liability Protection Funding Request & Overview 36 Month Pro Forma P&L 36 Month Expansion Pro Forma Corporate Support Expenses Cash Flow Per Clinic Per Clinic Start Up Cost This business plan successfully funded the build out of multliple aesthetic practices. It can also give your existing practice new ideas on how to improve and enhance your operational performance.

Automate your systems, get better results. Check out the Ultimate Clinic Operations Blueprint and find out more.