How should a plastic surgery practice follow up with undecided patients?
By the partners at Shefa Atelier ·
The short answer
Surgical decisions take time, so follow-up should be patient and helpful, not pushy: a thank-you soon after the consultation, answers to open questions, a check-in on their timing, and an open door. One person should own each patient's follow-up.
A respectful schedule
- Within a day: thank them and recap next steps and any quote.
- Within a week: answer open questions; offer a call with the coordinator.
- A few weeks later: check whether their timing has changed.
- Then: occasional, relevant contact, with an easy way to opt out.
What helps patients decide
Clear written information about the procedure process, recovery planning and investment; a named coordinator they can contact; and confidence that they won't be pressured. Clinical questions should always be answered by the clinical team.
Track the outcome
Record why patients didn't proceed when they tell you — timing, cost, uncertainty — and review the reasons monthly. The patterns guide what to improve in consultations.
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