Inclusive consultations

How can you ensure your consultation process is comfortable and affirming for all of your patients?

It is crucial to create a comfortable and safe environment for patients of all identities. The consultation process plays an essential role in fostering inclusivity and affirmative care. For LQBTQ+ patients, these safe spaces are especially important, due to the unique challenges they may be facing regarding their identity.

PATIENT JOURNEY

For many practitioners in the industry, the patient journey begins long before a patient steps into the clinic. Cigdem Kemal Yilmaz, chemical engineer, skincare educator and founder of Skin Masterclass, says that it is important for the initial connection with a patient to reflect the experience that they will have moving forward.

“Whether it be through strategic marketing touchpoints, word-of-mouth recommendations, or the patient’s own response to a specific need, it’s in these initial moments that their interest in a particular treatment is piqued, compelling them to reach out for professional advice and setting the scene for the initial consultation and patient-practitioner partnership to commence.

“It’s therefore important that those touch-points leading up to the first consultation reflect the standards and quality that the patient will experience in real life, to forge a truly transformative healthcare partnership.”

Dr Omar Tillo, plastic surgeon and medical director at Creo Clinic, says that for an LGBTQ+ patient, the journey often begins with introspection and a desire for self-discovery.

“Aesthetic consultations serve as a crucial starting point, providing patients with the opportunity to explore their goals, express their concerns, and receive expert guidance from experienced clinicians.”

THE CONSULTATION PROCESS

Dr Tillo shares his key components for a successful consultation when treating LGBTQ+ patients:

1. Establishing trust: Building a rapport with patients is essential, particularly for LGBTQ+ individuals who may have experienced discrimination or prejudice in healthcare settings. Clinicians should strive to create a welcoming and non-judgmental environment where patients feel comfortable sharing their goals and concerns.

2. Open communication: Effective communication is key to a successful consultation. Clinicians should actively listen to patients, validate their experiences, and provide clear explanations of available treatment options. Additionally, clinicians should be prepared to discuss how specific procedures may impact patients' gender identity and expression.

3. Cultural competency: Plastic surgery practices should prioritise cultural competency training for clinicians and staff to ensure they have the knowledge and skills needed to provide affirming care to LGBTQ+ patients. This includes understanding terminology related to gender identity and sexual orientation, as well as being sensitive to the unique needs and concerns of LGBTQ+ individuals.

4. Customised treatment plans: It is crucial to acknowledge the individuality of each patient. Treatment plans must be customised to align with their specific goals and preferences. Whether the aim is masculinisation or feminisation, the primary focus is on amplifying self-expression and bolstering confidence through surgical interventions.

5. Continuing support: An aesthetic journey extends far beyond the initial consultation. Clinics should offer ongoing support and resources to guide patients throughout their entire experience. This may involve facilitating connections with LGBTQ+-affirming therapists, support groups, or community organisations, ensuring that patients have access to comprehensive care beyond the operating room.

To ensure the individual needs of patients are met, Kemal Yilmaz prioritised an educational focus when creating Skin Masterclass.

“By ensuring that their consultation process is education based, aesthetic healthcare professionals can respond successfully to the changing and individual needs of patients – a cornerstone of individuality and inclusivity in the industry.

“Skin Masterclass consultations have education at their heart and are unique in that they have been specifically designed to transform skincare consultations for the future. As a fully integrated education and skincare consultation software solution, that is committed to setting the highest industry benchmarks and standards, skincare professionals are given a unique opportunity to provide unbiased, education-based skincare advice to their clients.”

SAFE SPACES AND PATIENT EXPERIENCE

The physical environment of the clinic can be adapted to ensure the comfort of LGBTQ+ patients. Dr Tillo recommends gender-neutral restrooms and access to private consultation rooms.

The consultation creates an opportunity for patients to bond with the practitioner, ask questions, and speak openly about their concerns in a way they may not have done before. Hosting these conversations in private spaces creates security both physically and emotionally, as they know you are prioritising confidentiality.

Safeguarding is also an important component when treating LGBTQ+ patients. They may have concerns about disclosing their identities, and staff must be equipped to deal with such information sensitively, and correctly adhere to confidentiality guidelines.

Dr Tillo also recommends that staff receive training on cultural competency and best practices for affirmative care. There are plenty of courses available to teach businesses about sensitivity in the workplace, to promote inclusivity and to discourage discriminatory practices. Even something as simple as ensuring staff are using inclusive language can help create a comfortable environment.

INCLUSION CONCLUSION

The consultation process is a patient’s first proper insight into how they will be treated throughout their aesthetic journey. So, it is the best time to make a good impact, by showing off excellent clinical care, and also, creating a culture of acceptance and safety.