Guiding Patients Through Decision-Making

Helping Patients Move From What They Think They Need to What They Actually Need 

In cosmetic medicine, guiding a patient through a consultation is more than just responding to requests. It’s about gently leading them to the treatment that’s right for them — clinically, emotionally, and now more than ever, logistically.

With the new QLD Health regulations, we’re all adjusting to changes in how medication is prescribed and dispensed. And while that’s brought some uncertainty, it’s also a chance to raise the standard of how we educate, treatment planning, and communicate with our clients.  Let’s walk through how to approach consultations with care, clarity, and confidence — especially now. 

Start With Emotional Validation 
Many clients come in saying things like, “People keep asking me if I’m tired” or “I just want to look more refreshed.” 
Your first role is to make them feel heard. Not rushed. Not judged. Just seen. 

You might say: 
“That’s such a common concern. It makes sense you’d want to feel fresher when you look in the mirror — especially if people are commenting when you’re actually feeling fine.” 

This small moment of connection builds trust and lowers defensiveness right from the start. 

Explore What’s Really Bothering Them 
Ask open-ended questions that gently uncover what they’re hoping to achieve: 

• “When did you start noticing this?”
• “How do you want to feel when you look in the mirror?” 
• “Is it just the under-eye area, or more of a general tired feeling overall?” 

Often, the concern they’re expressing is just the surface — your questions help them and you get clearer on the deeper motivation. 

Educate and Reframe With Kindness 
Now is where you move from listener to leader. 

Example: 
A patient asks for under-eye filler. But you know it’s midface volume loss creating the tired look. 

You might say: 
“What I’m noticing is a little natural volume loss in the cheeks. That can create shadows under the eyes, making you look more tired than you feel. If we restore support there first, you’ll likely see a brighter, fresher result — sometimes without needing to treat the under-eye area directly.” 

This isn’t about saying no. It’s about offering something better — and backing it with care and experience. 

Keep the Plan Simple 
Too many options lead to confusion. One clear recommendation leads to confidence. 

Try: 
“The best place to start would be with the midface. That subtle lift often makes a big difference, especially in softening the tired look.” 

You’re helping them focus, not overwhelm. 

Invite Collaboration, Without Pressure 
Use language that includes them in the decision while still guiding the process. 

Example: 
“Does that sound like the kind of result you’re hoping for?” 
“We can start here and check in a few weeks later to see if anything else is needed.” 

You’re making it feel safe. Supported. Not rushed. 

Confirm the Plan Clearly 
Once they agree, summarise with warmth and clarity. 

“So today we’ll do a gentle lift to the cheeks, which will take some of that heaviness away from the under-eye area. You’ll look fresher — just like you’ve had a good rest — without anyone knowing you’ve had anything done.” 

Bring In the New Medication Rules With Care 
This is where the new QLD Health changes come in. And it’s important that you help your clients understand how it affects them, without making it feel like a barrier. 

Gently explain: 
“Just so you’re aware, with the new health regulations in Queensland, all medication must be dispensed under a valid script and prepared in advance for each patient. That means we’ll need to plan your next appointment ahead of time to make sure your script is still valid and your treatment can go ahead without delay.” 

Reassure them: 
“We’ll help you manage this — our new system sends reminders and makes it easy to stay on track. We just need to start that consent and scripting process before your current prescription runs out, so there’s no disruption to your treatment plan.” 

This helps avoid frustration later — and builds their trust in how professional and organised your clinic is.  

What About New Clients Without a Script on File? 

For new clients, you might be wondering how to approach consultations when they don’t yet have a script on file. Right now, we’re working through the finer details to ensure the most seamless and compliant model under the new QLD Health regulations. 

There’s no need to feel unsure — what matters most is setting clear, confident expectations with your clients from the start. 

You can say something like: 
“With the recent QLD Health updates, we now follow a more structured process where all medications are prescribed and dispensed specifically for each client. Once we have more information, I’ll guide you through what to expect so your treatment plan runs smoothly.” 

Your clients don’t need complex details — just reassurance that you’re on top of it and that they’re in safe, capable hands. We’ll continue to provide updated scripts and communication tips to support you. 

Why This Matters 
Taking this approach to consultations — especially during times of change — does a few really powerful things: 

• It helps patients feel genuinely cared for
• It gives you more clinical control over treatment outcomes
• It reduces misunderstandings or misaligned expectations
• And it reinforces your role as a leader, not a service provider 

Remember: Patients don’t come to you for quick fixes. 
They come to feel safe. Supported. And confident in your hands.  

Even with shifting guidelines, that part will never change.