How to Recognise and Address Deceptive Patient Behaviour
In the world of cosmetic medicine, many practitioners uphold high standards to provide patients with quality care and treatments that boost their confidence and well-being. Unfortunately, the rise of manipulative tactics from some patients has created a significant challenge for practitioners and clinics alike. At Juv’ae, we’ve recently encountered scenarios where patients misuse consent and treatment processes to exploit practitioners, claiming dissatisfaction in order to demand refunds or attempt to bully and harass nurses. It’s an unfortunate reality in today’s aesthetic industry, one that requires careful handling, strict adherence to procedures, and a robust support system to protect both nurses and businesses.
Recognising Deceptive Tactics
We’ve observed instances where certain patients come in with seemingly intentional gaps in their documentation or are “forgetful” with details about past treatments. During or immediately after receiving their treatment, these individuals shift focus, scrutinising minute details in search of perceived faults in the injector’s ability.
This was precisely the case with a recent patient encounter with a Juv’ae Nurse. The patient in question completed a treatment, then inspected the vial from which the nurse drew the medication, attempting to claim it was tampered with or hyper-diluted—an accusation with no factual basis. This patient subsequently sought an immediate refund and, upon the nurse’s refusal, began to threaten reporting to AHPRA (Australian Health Practitioner Regulation Agency) and the TGA (Therapeutic Goods Administration) to coerce the nurse into compliance.
Key Examples and Red Flags
In this particular case, the patient’s complaints were unfounded and appeared designed to elicit a refund through intimidation tactics. A thorough investigation revealed further inconsistencies: the patient’s consent form was incomplete, with critical information like a full address and email missing. Moreover, there were no full-face images provided for identification, creating challenges for accurate record-keeping and verification. At Juv’ae, this type of behavior triggers a “red flag,” alerting us to potentially deceptive actions from individuals whose motives may stray from genuine patient satisfaction.
Best Practices for Juv’ae Nurses: Spotting and Preventing Scams
To help Juv’ae nurses safeguard themselves and ensure they are prepared for potential issues, we’ve outlined several best practices:
1. Thorough Documentation: Consent forms must be meticulously completed. This includes full patient name, date of birth, email address, home address (with complete details such as house number, street name, suburb, and postcode), and contact information. Incomplete information may suggest an intent to avoid accountability or create an alias identity.
2. Full-Face Photos: Always include a full-face image of the patient as part of the consent and treatment records, even when the treated area is elsewhere on the body. This additional step strengthens the nurse’s defense in the event of disputes and helps in accurate identification.
3. Patient Red Flags: Be cautious when a patient’s complaints focus heavily on prior treatments and negative experiences. While it’s common for patients to seek corrective procedures, an extensive history of dissatisfaction should raise caution. These patients may have a pattern of manipulative behavior that could pose a risk to your practice.
4. Clear Communication: Be transparent with patients about treatment processes, expected results, and any potential risks. Clear communication and patient education can reduce misunderstandings and create a solid foundation for mutual trust.
5. De-escalation Protocols: If a situation escalates to a point of harassment or unreasonable demands, involve management immediately. Juv’ae’s policy is to de-escalate such scenarios as professionally as possible, but, as seen in the case above, there are patients who may be solely interested in financial gain rather than resolution. In these cases, a firm, informed approach is necessary to uphold standards.
6. Report and Share: When Juv’ae nurses encounter problematic patients, reporting these cases to Juv’ae enables us to collectively flag such individuals, reducing the likelihood of similar incidents affecting other practitioners in our network. Sharing this information to Juv’ae protects our community of nurses and allows us to handle these individuals appropriately.
Even when we’re not at fault, it’s often best to issue a refund rather than contend with the ongoing issues a dissatisfied patient may create. At Juv’ae, we ensure that refunds are handled through a legally sound process, sending a formal letter along with a cheque. This documentation serves as a record of our professional resolution and helps mitigate further escalation. This approach, while not ideal, protects our nurses from potential harassment and allows them to focus on providing care to patients who genuinely seek our services Protecting
Your Practice and Peace of Mind
The emergence of buyer’s remorse, manipulation, and coercion in the cosmetic medicine field highlights the importance of vigilance and a proactive approach to patient management. At Juv’ae, we stand firmly behind our nurses, ensuring they are supported in such situations and empowered to address these challenges professionally. By adhering to best practices, remaining vigilant for red flags, and documenting thoroughly, Juv’ae nurses can protect their practice and peace of mind, preserving the trust that defines our industry.