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Our See and Treat On The Day Service

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One of the founding principles of my clinic is to deliver a patient experience over and above expectation. 

I spend a lot of time thinking about how the clinic is perceived by potential patients, to work out ways that we can deliver a better service, give more relevant information, and increase patient satisfaction.

I often speak about having outcome measures, which is quite common in medicine, but cosmetic surgery is one of those areas that fortunately has very few complications and morbidity associated with it.

It is therefore difficult to get objective outcome measures, such as return to theatre rates, infection rates, or implant failures rates, as these are universally very low, so it is hard to distinguish between practitioners on these bases. 

The main outcome measure that I feel we are judged on is patient satisfaction and I think this is an idea that has got room for significant improvement amongst providers of cosmetic surgery and in fact across the medical field.   

 

One of the many unique features of the Staiano Clinic is that we offer a see and treat service. 

This means that patients can come to the clinic with a problem that we can treat in our local anaesthetic operating theatre, such as a mole, a cyst, a split earlobe, unwanted tattooinverted nipple, or areola reduction and have the procedure done on the same day as the consultation if they wish.

Clearly not everybody would want this and many patients are happy to come for a FREE consultation in the first instance so they know what to expect and then book in for the procedure at a later date.

Of course, this is perfectly reasonable and the way that most medical practices operate.

However, because I own the whole clinic and so control the minor operating room, I can decide what the best use of time in the operating room is. 

Classically in any hospital, operating theatre time is the most expensive commodity and so hospitals will aim to maximise efficiency and utilisation of the operating theatre which is best done by having pre-booked operating lists.   

 

A see and treat clinic, when the patients may or may not have a procedure, is not an efficient use of the operating theatre as it could result in the operating theatre being booked out for an hour, and the patient may decide not to go ahead with the procedure for any reason.

However, I see the benefit to patients, particularly if they have a troublesome mole or some other lesion that they know they want to have removed and they do not particularly want to come to see the doctor for consultation and take more time off work to come back to have the procedure, and so while the see and treat clinic is not an efficient use of the operating space, it does result in high patient satisfaction and is therefore achieving the ultimate goal of my clinic to give the best possible result to every patient and to do everything we can to ensure that we can deliver a world class service. 

 

 

 

If you book a see and treat appointment with us we ask for £100 deposit to secure the slot and this is fully refundable if you decide not to go ahead with the procedure for any reason, no questions asked. 

You can still come and have a FREE consultation with a plastic surgeon and if you remain unsure, simply book in to have the procedure another day or just go and have a think about things.

It is one of the benefits of owning my own clinic that I can make decisions like this. 

If the clinic was run by a commercial organisation, this would not be allowed because it is always about the bottom line with profits and efficiencies, and whilst I accept that these are important and realise that I am running a business, I also believe that when we stand out and go the extra mile for our patients it is a move towards my goal of delivering a national brand that stands for quality and service in plastic surgery.   

 

That is my goal and I truly believe we are delivering a world class service and will continue to innovate and grow, so that we can find new ways to give you a better service and make your life a little bit easier. 

Coming to a plastic surgery clinic or any doctor’s surgery can be daunting and I have set up the clinic so that it is a calm and peaceful environment that is non-threatening and more akin to a five star hotel than a doctor’s surgery.

I have built the clinic around ethics and values and everyone that works here knows what we are trying to achieve and are aligned with our goals.

I have always wanted to create something that I am proud of and it has driven me throughout my medical career and all the decisions I make.

 

I am very proud of the service we offer and I can safely say that every decision is made for patient satisfaction, comfort, peace of mind, and expectations at its heart. 

The freedom to build the clinic how I want, employ the staff that I choose, and utilise the facilities as I feel best has been liberating and we have been running the see and treat clinic for the last five years now and I believe it is a great comfort and convenience to many patients and so we will continue to do so.   

 

We are always asking for feedback and so if there is anything that you feel that we could do better or differently, please let us know.

 

We are constantly looking for ways to surprise and delight patients and we are always looking to get a wow factor. 

This is right from having the most highly trained surgeons in the country so that the surgical results will be second to none, but also from the moment you walk through the door, meet the staff, and engage and interact with us both in person and in the virtual world with our closed Facebook group for patients and our other social media channels.  

 

If you think you like to come for a see and treat appointment please let us know before booking so we can ensure that we have got enough time, but rest assured that there will be absolutely no obligation to proceed, so if your surgeon feels that you may not be suitable for surgery on the day, or if for any reason you are not sure whether you want to proceed, there is absolutely no obligation and no charge as any deposit paid is fully refundable with no questions asked.

If you have any questions, you can always join me on Facebook where I do a live Q and A every Tuesday at 7 p.m. and I will be available live to interact and discuss any issues.
Feel free to leave a comment below, or drop us an e-mail.

If you want to come for a consultation with one of our plastic surgeons, please call or email us or fill in the on-line contact form.

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Why We Charge For Your Initial Consultation

Do You Expect To Pay For A Consultation With A Surgeon?

There is always a debate as to whether to charge for consultations or offer them for free.

In fact I did a blog post a few years ago discussing the topic.

Traditionally a consultation with a doctor would carry with it a fee as you might expect with any professional service.

However, things are different in plastic surgery for two reasons.

  1. First of all, plastic surgery is a very ‘surgical’ speciality. There is very little in the way of diagnosis and the skill and expertise is very much weighted towards the surgical ability of the surgeon rather than any clever diagnosis. It might be required in other surgical specialities such as general surgery if you presented with abdominal pain.  Most people present to a plastic surgeon with a cosmetic feature that they dislike and they have an idea about how they would like it to be corrected, and so we understand the reluctance to pay a large consultation fee.
  2. Furthermore, a lot of plastic surgery is provided by commercial clinics and they routinely offer free consultations although admittedly these are often not with the surgeon themselves. This has created an expectation amongst patients to receive a free consultation. Because all of the surgeons here at the Staiano Clinic are members of the Plastic Surgery Professional Associations, BAPRAS or BAAPS, we are bound by professional guidelines and free consultations are not encouraged as we are doctors providing a professional service and we certainly do not want to be seen to be encouraging or coercing patients to have surgery.

We do charge a consultation fee.

However, I am very aware that there might be some resistance to pay a consultation fee, because you might not be able to have the surgery that you wanted, or what if you just do not like the surgeon, or are unhappy with the opinion given.

I have always stressed that the ethos behind the clinic is to create happy patients.

We are not about achieving targets and goals in relation to conversions or number of operations.

The key metric that I judge our performance on is whether our patients are happy or not.

We charge a consultation fee because I believe that there is value in coming to speak to one of us.

We are specialists in our field and we will always try and give you the best opinion on what might be right for you.

There are too many people in the cosmetic surgery world who are generalists and will operate on any part of the body, whereas here at The STAIANO Clinic everyone is a specialist with specialist knowledge and experience.

I believe that we give value to our patients and we do not take it lightly that there is a charge associated with the consultation.

Satisfaction Guarantee

That is why we have our satisfaction guarantee because if you feel that your consultation has been unhelpful or if you are not suitable for surgery, we offer a no quibble, no questions asked, full refund of your consultation fee paid.

We only ever charge for your initial consultation and all future consultations will be free, whether they are before or after surgery.

In fact we encourage our patients to come back for at least one more consultation to go over things before going ahead with surgery.

We also offer emotional support from a counsellor who specialises in the field of body image and weight management for all of our patients.

I think that you will find that if you come to The Staiano Clinic for a consultation, we will give you our best advice and you will feel the value that we offer every patient.

We are constantly striving to provide more value and to lift ourselves above the many poor standards and practices that the media loves to report on in the cosmetic surgery world.

We want to be the leading provider of cosmetic surgery that stands for quality and service and we will not be able to do this unless we can deliver over and above expectations to all of our patients.

Call us now on 0121-454 3680 or drop us an email to give us a chance to show you what world class service looks like.

Book A Consultation Online Here

Tattoo Removal

Have you looked in to tattoo removal but don’t know where to turn?
Do  you have a tattoo that you no longer like? Or Regret? Have you tried laser but it just doesn’t seem to be working? Well we might be able to help.

If laser fails, we may be able to help

We perform tattoo removal by excision.  This is were a plastic surgeon  surgically removes your tattoo and it can be completely gone in as little as one session.
It involves removing the tattoo by cutting it out of the skin.
There is a couple of things that are important when considering whether your tattoo is appropriate for excision, the first is the size of the tattoo and the second is the location of the tattoo. If you want to find out more about this and whether your tattoo is suitable for excision watch Jonathan’s video:

To see further examples of our work and testimonials from patients check out our tattoo removal by excision page.
If you would like to know if your tattoo is suitable for removal by excision, then you can send us a photograph and we will let you know what would be involved and how much it would cost.
You can email us at info@staianoplasticsurgery.co.uk or you can call us on 0121 454 3680.

What to expect from your Consultation

When you arrive

at the Staiano Clinic we aim to give you a warm and relaxed welcome so that you can feel at ease during a time that we appreciate can be quite daunting as well as exciting.

Our address is

50 Frederick Road, Edgbaston, B15 1HN and we are situated close to the Five Ways roundabout in the heart of the Edgbaston Medical Quarter.  We are 5 minutes walk from Five Ways Train station, which is one stop away from Birmingham New Street.  You can find a map here.

We are located

on a quiet road which always has on street parking for up to an hour.  If you think that you may be more than an hour with us (such as a new consultation or a procedure), then you can park on our driveway.  Don’t worry if you would prefer to park on the road at first, you can always move your car on to the drive if it is coming up to an hour.

For our high profile clients

we have a discreet car park and a private entrance to the rear of the clinic, which you can use by prior arrangement with us.

On arrival you will be

offered a hot or cold drink and given a moment to relax in our comfortable reception.  We will ask you to fill in an admission sheet to confirm your personal details and your GP information, so please bring details of your GP with you.  If you are lucky enough to look under 18, we will ask you for proof of age as we are only able to treat patients who are over 18.

We will give you a short questionnaire

asking some basic questions about your medical history and we will also ask for permission to send correspondence to your GP following your consultation.  There is no obligation for you to agree to allow us to correspond with your GP, although it is good medical practice to do so.  We do ask for your permission to write to your GP in the event that you go ahead with a procedure but please be assured that any communications or correspondence is strictly confidential.

If you are coming for an initial consultation

you can expect the consultation to last for about an hour, although we do not watch the clock and so you can sometimes find that it may be more or less than this.  We never charge for follow up consultations and will always encourage you to go away and consider things before making any decisions about your surgery.  We welcome you to come back for a second, third and fourth consultation if you need because we realise that surgery is a major life decision and not one to be rushed.  We would much prefer that you came back to the clinic to go over things as often as you need rather than having any unanswered questions or doubts when going ahead with your surgery.

If you are having a procedure

under local anaesthetic such as mole removal, cyst removal, tattoo removal, inverted nipple correction or areola reduction, then we do offer treatment on the day of consultation by prior arrangement.  However, even if you have arranged this, there is never any obligation to proceed and you will be free to cancel or postpone your procedure if you feel that you need more time, with a full refund of any deposit paid.  Click here for more information about what to expect for Your Minor Procedure at the Staiano Clinic.

If you are coming to one of our free consultation events

then you will have the opportunity to meet with the clinic staff and have a chat with one of our surgeons about your chosen procedure.  There is never any obligation and it is simply a means for you to be able to visit and meet us to see whether you feel we might be a good fit for you (see blog post free consultations).  You will not be examined during the free consultation event, so you can relax and take time to get your questions answered and find out more about our services. We do not use salespeople or patient coordinators, so you will not be pressured or coerced in any way “ we just want to let you know who we are and what we can offer so that you can make an informed decision about whether it might be right for you or not.

We know that coming to a cosmetic clinic

can be a daunting undertaking and we do not underestimate the faith that you put in us when visiting.  We encourage patients to make a list of questions and bring this to the consultation as it is all too easy to forget that crucial thing when sitting face to face with the surgeon!  We really don’t mind if you bring out your list halfway through the consultation, in fact we positively encourage it.

It is also helpful to bring a friend or relative

with you for moral support and also to act as another pair of ears to help you to take in everything that is said and to ask questions on your behalf that you may have forgotten or not have thought of.

It can be difficult

to retain all of the information that you will receive during your consultation, so we will always provide a comprehensive summary of your consultation, which we send to your GP (with your permission) and also send a copy to you.

We aim to give you all the information

that you need about your chosen procedure, but give all of our patients the contact details of the clinic so that you can get in touch with any questions or concerns following your consultation.  Of course, you can always come back for another consultation to go over things, but if it is a simple query that we can answer by email or over the phone, we will be happy to do this.

Finally, following your consultation

we invite all of our patients to our closed Facebook group which is only open to people who have been to the clinic.  This is a place where you can ask questions and connect with other patients for support and guidance.  We also keep an eye on the group and so that if you have a question directed at one of our surgeons, we will be able to get a response for you.  Our director, Jonathan Staiano is also on Facebook Live every Tuesday at 7pm doing a live Q&A, so if you have any questions, you can always email us in advance or you can join in live and ask any questions that you may have.

We work hard to provide an experience

in which patients can feel listened to and looked after and will ask for feedback following your visit to the clinic.  We are constantly trying to improve our service, so it would be a great help if you could take a moment to let us know how we are doing.  It is only a short survey of 3 questions and will be sent to you by text after you leave the clinic.
Here is a response we have just received:

An excellent customer experience.
My initial email enquiry was answered promptly followed up with an informative telephone conversation.
My consultation was professional without being too formal, unhurried and I left feeling extremely confident with my choice of surgeon.

Click here to arrange a consultation.

We look forward to welcoming you to the Clinic and hope that we can help you.

Free Consultations or No Free Consultations?

Should We Offer Free Consultations?

This is a question that has divided plastic surgeons.

The argument for free consultations

On the one hand, patients may feel that they may not strike up a rapport with the surgeon or the surgeon may not be able or willing to give them the result that they are aiming to achieve and so they do not want to risk paying a consultation fee if they are not going to go ahead with surgery at that facility.  It is important to get a feel for the place where you are going to be treated and to make sure that the staff are polite, attentive and professional “ this applies not only to the surgeon, but also to the rest of the outpatient and hospital staff.
First impressions are important, and if you don’t get a good one, you may regret paying £100 or more for the privilege, which is why we offer a ‘satisfaction guarantee’ which means that we will refund your consultation fee in full if you feel that your consultation has been unhelpful or if you are not suitable for surgery.

The argument against free consultations

On the other hand, many surgeons feel that they should be paid for their professional opinion and we have costs such as secretarial fees, consulting room rental and medical indemnity that have to be covered.  Furthermore, there is the concern that patients are less likely to attend the appointment if it is free as the value is cheapened when patients are not paying.  There is also a concern on the wider scale, that some clinics may be offering free consultations in order to attract patients and then using ‘hard sell’ tactics to encourage patients to undergo procedures.  There should never be any pressure or incentives given to make patients feel that they have only a limited time to make a decision on what is often a life-changing event.

Why we charge for the initial consultation

I can see both sides of the argument.  They say that there is no such thing as a free lunch, and so if clinics are going to offer free consultations, then they will presumable expect a significant proportion of patients to go ahead with a procedure.  This is something that we really try to avoid.  I think that it is important to see every patient and give them the best advice.  We are doctors first and there must be no suggestion that any decision that we make, or advice that we give, has been given with any pressure or agenda, other than the patient’s best interest.  A good consultation is one where the patient has left feeling supported, informed and educated, whether or not they choose to have surgery.
We do charge for consultations and will give you our professional opinion and as much time as you need.  We only charge for the initial consultation, and so you can come back and go over things as often as you need if you have questions or queries.  In fact I encourage you to come back for a second consultation to go over things.  We do not charge for follow-up consultations.  We also give patients our email address if they have any questions or concerns that we can answer by email.   You can ask us about our qualifications and experience and we can talk about your expectations and whether surgery might be able to fulfil your goals. You will only see your surgeon, there will be no sales people or patient advisors and there will be absolutely no pressure to proceed with anything.  If you think that surgery might be right for you and you would like to go over things again, then you can come back and see us as often as you need for no extra charge.  We also offer a cosmetic surgery counselling service which allows you the opportunity to talk to someone about your feelings and your goals who can give emotional support with, what is often, a life changing decision.
Our initial consultation fee is from £100 and consultations are held in our boutique plastic surgery clinic in Edgbaston.
You can book an appointment online or get in touch with us here or by calling 0121-454 3680.  We would love to hear from you.