Receptionist's Guide

Where to go

• Skin plans are no longer built in Canva. They are built here on Owner Clarity, on the Patients & Plans page.

Step by step

1. Go to Patients & Plans in the sidebar.
2. Find the patient, either search their name or use the status chips (All / Awaiting plan / Awaiting Kelsey's approval / Awaiting a response / Awaiting follow-up).
3. On their card, click "Build a plan" (or "Edit & resubmit" if Kelsey has sent one back with a note). This opens the plan builder.
4. If there is an unfinished draft, choose "Pick up where I left off" or "Start fresh."
5. Under "Who is this for?", select the patient (or add a new one with name, date of birth and phone), and select which clinician did the consultation. You can also choose "Start from" a previous plan to copy its lines across.
6. Under "Build it from the consultation", paste the Heidi transcript in full, and upload the 6 OBSERV scan photos and, if taken, the current at-home skincare photos into the labelled slots.
7. Click "✨ Build the plan from it". This drafts the treatment lines, skincare routine, concern focus, scan findings, goals and written plan automatically. Everything it produces is editable.
8. If something needs changing, use the "Any changes needed to draft" box and click "✨ Apply the change" (for example, "swap the peel for SkinPen").
9. Check the skincare routine and the written plan cards, and edit anything that needs a human touch. You can click "✨ Write it in Kelsey's voice" to redraft the written plan on its own.
10. Use "Add from the menu" to search the treatment and skincare catalogue and add, remove or reorder lines, set the phase (1, 2 or 3), and label each one (★ KB Top pick, Start here, Future Recommendation, or Optional add-on).
11. Check the membership card, either use the suggested tier if it appears, or pick one manually.
12. Click "Preview the patient's plan" to see exactly what the patient will see before sending anywhere.
13. Click "Save draft" at any point, it also autosaves as you go.
14. When it is ready, click "Save and send for clinical review." This sends it straight to Kelsey's review queue on Patients & Plans, you do not need to do anything on Trello.

Good to know

• If the plan includes any injectable (Botox, filler, Sculptra, Profhilo, polynucleotide, dissolve or a booster), the patient must have a date of birth on file showing they are 18 or over, or the system will not let the plan be saved. There is no way round this, it is a legal check.
• Once Kelsey approves a plan, it moves to "Mark sent" once it has gone out to the patient, then through accepted, follow-up and treatment tracking, all on the same Patients & Plans page.

Pre-appointment

• Check consultation forms
• Check if numbing is required for their treatment
• Offer drink
• Check-in patient on Phorest

At the end of the appointment

• Take payment
• Rebook for next appointment
• (For SkinPen) hand over cream and face mask. Mask to be used that evening after putting in the fridge, cream to be used after 24 hours to keep skin hydrated.

Post-appointment

• Add Heidi notes to client profile
• Add mark-up following treatment
• Add Clever Patients recommendations

Before their appointment (checked in advance)

• Share via WhatsApp the directions to the clinic using the template on Trello

On the day

• On Heidi, change setting to "New Patient Consult"
• Add Heidi notes to appointment notes
• Prepare Skin Plan
• Add patient to Clever Patients
• Check if patient was referred, and if so check their referee is showing on their client card

• Turn on lights / TVs / music
• Unlock cabinets
• Record fridge temperature
• Review previous day, Heidi / markups are all added
• Review Trello for handover notes or tasks to do
• Clock in on Phorest
• Check iPad / phone / card reader are all charged up
• Set up iPad and check consultation forms (resend as necessary)
• Add all patients for the day to Heidi (adding via screenshot)
• Open Google Chat on PC
• Check emails & WhatsApps
• Check "online orders" on Phorest to ensure any stock purchased is put aside

• Turn off lights / TVs / music
• Lock cabinets
• Record fridge temperature
• Add any unfinished tasks to Trello in "handover" section
• Clock out on Phorest
• Ensure all doors / windows are locked
• Plug iPad / phone / card reader in for charging overnight in cabinet

• "Hello" emails are new memberships, they need to be added to the client card. Label as done once completed.
• "Cancellation" emails, check if the client has rescheduled their appointment on Phorest. If no future appointments booked, reach out to them using the email template in Trello to see why they cancelled and if we can book them in again. Label as done once completed. For cancellations, once actioned, add a note to the cancellation in the client profile with their reason why.
• Emails for prescriptions go directly into the "prescriptions PDF" folder, save these PDFs on the client profile under "uploads". Label as done once completed.
• Patient emails may come in, respond asap with the relevant response, if needed use ChatGPT as it has learned our company voice.
• Order receipts and confirmations can be labelled under the correct folder.
• Marketing emails should go directly into R-Marni's folder, but if not, forward them on.

• For new patients, send a WhatsApp the day prior with the directions to the clinic.
• When responding, respond asap and use ChatGPT to respond in clinic voice. Sign off with "KB Team x".
• Respond to messages within 1 hour if possible. If unsure of a response, or if it's something Kelsey needs to deal with directly, let them know Kelsey will get back to them, and update Kelsey so she knows.
• For new patients, if we have sent the initial welcome message from Trello (to book a consultation) and we cannot see they have booked nor have they responded, we can send a gentle follow up message to see if they would like to get booked in.

• Before opening on Tuesdays, count stock
• Open on Phorest app (on phone)
• Start in Kelsey's room, scan all items in or search if you cannot find one
• Check boxes to ensure the correct number of items inside is logged (e.g. 1 box of Newest contains 2x syringe, so mark as 2)
• Carry on with other rooms and then finish with the stock cabinet in the waiting area
• No need to count botox in the fridge, this is captured by the stickers in the booklet
• Make a note of items that need replenishing, and check the "uncounted" items list to see if anything has been missed or needs reordering
• For uncounted items, do not "apply them as zero" when confirming the stock, select "continue as uncounted"
• Finish stock take, the form is readily available the following day (sent to emails in folder "low stock report")
• For mismatching cabinet stock (stock for sale), check if there are any pending orders and remove items if so. Also check if replaced on the shelf or moved into a treatment room for use.

• When ordering items (only when actually placing the order, not required for adding items to cart etc) create the order on the Phorest orders section with order number, date and who it's ordered from
• Stock levels should remain at around 10 items each
• Add orders to the Trello "stock" board with the order number

• For patients who have placed online orders, check if they have requested shipping or pick-up from clinic
• For pick-up, put the item aside to ensure it is not sold again, and after collection change the status to "fulfilled"
• For delivery, take items from stock and ship to the patient's home address as per their client profile

• To receive orders, receive on the website order form
• Receive also on Phorest
• Check the quantities of the items is correct
• Put the stock away
• Update on the Trello "stock" board with a tick and a receive note

• On the work phone, open Phorest
• Go to Purchase → Deduct professional stock
• Using the barcodes in the reception booklet, add each item used, the total number, and deduct

• Put items through as a purchase on Phorest
• Client name "Store Products"
• Add 100% discount onto items
• Add a note to all products in the client card saying "Restock Shelf"
• Using a sharpie pen, mark the bottom of tester items on the shelf with a "T"
• Testers on the shelf are not for sale, they're used for testers

• For all Botox patients, add to ACRE for prescription
• Check Heidi or previous appointment notes to see what type (Allergan or Azzalure), then place the order request
• ACRE will email the prescription PDF automatically
• Save the PDF to the client card under "uploads"
• All prescriptions for that day will stay on the same email chain, ensure all are added to the correct client cards
• Add a note on the "client notes" section 6 months from the day the prescription is requested (today) to advise when this prescription will expire, for patients who already have one on their profile and within 3 months, do not add a new prescription. If their prescription is new, or still has more than 3 months left before renewal is needed, you do not need to request a new one.

• Patients can request their moles to be checked prior to their Cryopen appointment if they wish
• We then take photos based on the requirements and send them to be reviewed
• 24 hours later, a PDF will be shared with the patient directly and a copy to us on the main clinic email account
• Download the PDF from emails
• Save to the "uploads" section of the client card
• Mark the email as "done"

Colour code

• Sculptra: typically 5ml each side, apply both sides
• Polys (plinest): circle the area and add the amount, full face or cheeks as needed
• Botox: using the pinpoints chart
• SkinPen / facials: circle the entire face
• Filler: circle the area affected and add a pinpoint to the ring

• Adding to ACRE for Azzalure & Allergan Botox
• Add prescription to the patient and leave in the basket
• PDF will get sent to email (see Botox patients above)
• Sculptra needs to follow the same steps
• Tor-bac (bacteriostatic) also needs prescriptions in the same method

• Botox, 2 to 3 weeks review, then (or after review) 3 to 4 months
• Fillers, 3 months review
• SkinPen, 6 weeks repeat treatment
• Any other treatments, 3 to 6 months return

End of package reviews to discuss treatment progress and results, advise on ongoing treatment advice for skin and next steps if necessary.

If patients have not been in for an appointment for a while (6 months), we can reach out to them to see how they are getting on with their skincare. This will have more to come.

Patients require numbing for their appointment if they are getting the following treatments:

• Sculptra
• Lip filler
• Other filler (cheek, jaw, chin, etc)
• SkinPen, on the face, then neck can come when they lay down
• Polys, ask the patient if they would like it

Check regularly the "billing failed" tab to ensure patients are paying for their membership correctly.

• When patients buy a membership online, we receive an email that they have started a "course"
• We must then find the course and add it to their client card on Phorest to allow them to book the sessions they are paying for in their membership
• Add it to their card by "purchasing" it as £0 (apply a 100% discount)
• The sessions will then show up on their app to book in as per their membership

To create a new membership (only if Kelsey advises to)

1. On Phorest, go to the Courses tab
2. Click "+ Add course" bottom right
3. Enter course details, how many sessions / payments / treatment etc
4. Copy and paste the T&Cs from another course
5. Save and click "Allow" to make visible on the online store
6. Copy the link and send to the patient via WhatsApp asking them to select it asap, so it isn't showing online for a while (others may see it and try to purchase it too)