This award was open to reception teams of any size working in a clinic in the UK or Ireland. In selecting finalists and a winner for this award the judges will look for evidence of ongoing, outstanding customer service, a continuous training programme, strong practitioner support and effective teamwork for the benefit of the clinic and its patients. There will be no voting process and the winner will be decided by the judging panel.
Our clinic, Cliniva Medispa is a stunning modern clinic with a spacious bright and open reception area. We have stylish interior and a very calm and relaxing atmosphere accompanied by a spa like fragrance as soon as clients walk through the door they feel relaxed.
Within the clinic we have 3 receptionists, all of which have something different to bring to the team, which helps the clinic to be organised and professional. Our Reception team are the first point of contact being front of house; they coordinate the day to day running of the clinic by looking after the clients and also the practitioners. All staff are professional at all times and all wear clinic uniforms and name badges, which look very smart. In house training gas been carried out so that all clients experience is the same whoever is working that day.
On a typical day, we see between 20-30 clients but we also have practitioners that come and rent rooms from us so that number then goes up. Customer service is key within our clinic and we encourage all our team members to build rapport with our clients to make them feel comfortable as soon as they arrive. No matter who walks through the door all clients and potential clients are treated the same way, a warm welcoming and friendly atmosphere is very important to us. Our reception team also look after telephone enquires and emails and are always friendly and professional at all times.
On a clinic and training day our reception team are kept very busy not only looking after the day-to-day running of the clinic but also ensuring our training days are running according to plan. They also look after refreshments and lunch throughout the days ensuring any visitor to the building no matter who is made to feel comfortable and welcome.
Our clinic ethos is our clients are the future of our business; treat them as we would wish to be treated. We believe in delivering the best quality evidence based treatments in a safe, comfortable luxury environment. Always go that extra mile and explaining all treatment options, giving choice is key. We always listen to our clients, guide them and also allow our clients to guide us ensuring client safety and confidentiality is maintained at all times.
Cosmex, Cambridge was established in 2002 and has since become a multi award-winning clinic offering a full range of skincare rejuvenation and anti-ageing procedures as well as skin tightening and fat reduction. The reception team consists of two part-time front of house staff, both of which have extensive backgrounds managing busy receptions in a private hospital and equine veterinary business. This experience is extremely critical when managing confidential files and queries.
From Jan to June 2017 the clinic has treated 394 unique customers with over 1003 services averaging 2.5 visits per client for 6 months.
The team manage around 38-40 appointments a week and ensure each and every customer has a warm welcome and implement the clinic ethos which consists of:
•Meeting the individual needs of our patients, with dignity and privacy.
•Deliver care to the highest standards.
•Treat you how they would want to be treated
Both front of house staff manages telephone, email and face to face queries. This includes:
•Booking an appointment or changing an appointment via internal CRM system
•General treatment queries regarding types of treatments, pricing and consultations
•Stock enquiries including skincare
•External supplier queries/orders
•Welcoming customers into the clinic and offering them refreshments
•Ensuring forms are completed in a correct and timely manner
•Offering comforting advice or assistance to customers
•Follow up phone calls and emails.
•Event Set up and assistance
Dr Nestor’s Medical Cosmetic Centre is the in the heart of Edinburgh and has grown exponentially since opening in April 2016. Owner and lead clinician Dr Nestor set out to create a clinic that was welcoming, non intimidating and professional, ensuring patients received the best customer service and patient care from start to finish of their experience. With an initial database of 20 patients, we now boast over 1000.
Lynsey Crosbie, Clinic Manager, has been with the clinic since its inception. As a professional within the industry, Lynsey has always taken an active interest in the field of Aesthetic Medicine, Lifestyle, and Health & Wellbeing. Her focus has always been on improving the experience of the treatment pathway for patients. She believes that this starts from the first phone call, and continues for as long as our patients embark on this journey with us. It is this insight into the importance of every facet of a patient’s journey from beginning to end that makes her integral to maximising a patients experience. Previous to her current role Lynsey won consultant of the year in her last role in the recruitment sector, this is testament to how she will go above and beyond for her clients, creating lasting relationships built on trust, whilst still maintaining a strong business head. Having worked as a business manager at Harrods and Selfridges, Lynsey value customer care above all.
New to the team is clinic administrator and front of house Angela Lockhart. Previously a palliative care nurse for 20 years, latterly Angela pursued a different career with strong managerial roles, and blogs regularly on health and wellness. A perfect fit into the clinic and our ethos.
The Frances Turner Traill Skin Clinic serves as an exemplar for the aesthetics industry offering a second to none experience to our clients. For us this starts at our highly trained reception team. They are at the forefront of our business as the first point of contact for clients, either by telephone, email or face to face. Our reception team are always extremely customer focused and strive to ensure that every client who contacts us put at ease and receives a warm welcome.
The reception team are responsible for ensuring that each patient journey runs smoothly, from initial enquiries, providing treatment information and booking appointments to taking payments, dealing with aftercare and any queries or concerns that they may have, offering professionalism, and the personal touch.
As a company we strive to ensure that each and every client, old or new, is treated on an individual basis, allowing our team to build a rapport with them and immediately putting them at ease.
On average, we treat 80-100 clients per week, and ensuring their experience is enjoyable from start to finish plays a huge part in client retention.
Each and every staff member here at the clinic is trained in Front Of House Duties to ensure that clients receive the same quality service no matter who is on the desk, something they often comment on, and means that they come back, and they tell their friends about us.
HAClinic, established in 2011, is one of the two CQC registered, Doctor led Aesthetic clinics in the Royal Borough of Greenwich. The clinic has more than 2300 patients on its data base. Majority of patients that we cater to do not read Tatler or Harper’s Bazaar. We have brought high standard, safe, evidence based aesthetic and beauty treatments to Greenwich/Lewisham and to a lot of women who cannot afford Harley Street prices or have school-runs. HAClinic has been Finalist for “Proactive Clinic of the year” 2016, 2017 and “Proactive doctor of the Year”2016, Safety in beauty Awards; “Best Customer Experience” MyFaceMyBody 2016; “Best Clinic in London” Aesthetic Awards 2016.
Team consists of Bhavjit Kaur: Medical director, with more than 24 years of Medical experience, practising aesthetics since 2009 : a keen learner, loves to teach: is a major influence on personal and professional development of her team. Vimple Bhalani: GP and aesthetic practitioner for 8 years: 21 years of Medical experience. Shilraj Jadeja : Managing director, takes care of Marketing, Human resources, Pay roll, and many aspects of patient care. Mrs Nayna Patel: practice manager, Shannon Louise and Amy Edwards : experienced therapists and face and voice (reception) of the clinic. Shilraj, Nayna, and sometimes the doctors too!! help at reception. Having reception staff with practical knowledge about the treatments improves telephone handling and conversion rates. We all work beyond our job descriptions and deliver MORE.
We are what we are because of our customers. Patient safety, comfort, satisfaction, and well-being is our priority. Each patron is very important and customer care is in the "DNA" of our clinic. Regular feed-backs from patients help us maintain and improve patient care/satisfaction. We give our customers “a feel at home” “VIP” and “pampered” reception all in one. We personally open the doors for our customers for “feel good” experience. Appointments time are long enough for patient-team interaction. We are available to them 24/7 by electronic out of hours voice message system and email. We are committed to training, excellence, and ethical practice. Infusing “confidence” and “happiness” in patient personality is “success” to us. Doctors get treatment done in clinic to have patient experience and implement required changes. Mystery shopping is done through friends. The clinic has fabulous 5 star rating at Trustpilot (9.5/10) , Treatwell (5.0/ 5.0) , Consulting Room & H A Clinic Facebook. According to CQC report (2014) There’s no need for the service to take further action in customer care. The returning customers rate is 64.041% . According to in-clinic patient survey (2016-17), 100% of the reviewers recommend the clinic to others.
Outline Clinic was founded by Mary White, Registered Nurse and Independent Prescriber in 2001. Fast forward 16 years and we have a busy luxury/boutique clinic serving around 2300 patients in the heart of Droitwich Spa in Worcestershire and we currently have 9 staff. Mary is the main aesthetic practitioner and works full time in the clinic, supported by 4 aesthetic therapists, one full time manager and 2 full time clinic administrators.
Our reception team is made up of two full time administrators who support the clinic practitioners. All treating staff are able to rebook their patients and carry out the basis reception duties, and are fully trained to be able to receive telephone calls and give information on what we do. The reception team have specific training on blog writing, the database, social media post creation, accounting, customer service and marketing.
Patients enjoy the benefit of individual attention and we are anxious to avoid a “conveyor-belt” approach. Our brand is based around being luxury and bespoke – nobody likes to feel they are “just another number”. We take time to get to know our patients and have generous appointment times so that nobody feels rushed.
We have a reputation for “going the extra mile” and make sure our patients always see the same practitioner, as we believe that this gives a more reassuring experience and helps to prevent a fragmented care pathway.
One comment we regularly hear from patients who have previously attended other clinics is they value our “small and friendly” ethos. Whilst patients may have received the very same treatment with the very same technology in other larger clinics, we understand that patients also value other tangible aspects of their care, such as prompt appointment times, experience on arrival, comfort of surroundings, continuity of care and the extra “Special” bits - we make it our business to know if they have a birthday coming up, when a Grandchild arrives, where they’ve been on holiday, where their Wedding might be, children’s exam results etc.
Select Medical Group Aesthetics Clinic is located in a tranquil rural spot in Cheshire, deceptively close to the locally motorway network, making it easy to reach from a wide geographical area. The Doctor led clinic has been in its present location for 3 years and our lead practitioner, Dr Simon Berrisford, has over 25 years’ experience, often an early leader in offering ‘new’ anti-ageing treatments in the UK.
The clinic has two aesthetic practitioners and a beauty therapist. Emphasis is on aesthetic procedures but we also offer cosmeceutical skin care treatments and traditional beauty and nail treatments. Reception is managed by Sara and Janet with back up from Melanie who is the Clinic Manager. They make up a fantastic ‘front of house team’ who have masses of enthusiasm for what they do to make the clinic a success and ensure every client has a gold star experience. Effective teamwork extends throughout the whole clinic with each individual playing their part in providing a consistent approach which is warm and friendly yet highly professional putting the client at ease and instilling confidence. The clinic’s ethos is that every patient is an individual and every patient is important. The Reception team are very honest and sincere, the very first contact is seen as the start of a long term relationship, they want to be supporting the client through every stage of their aesthetic journey.
On average 40 aesthetic clients are seen each week by Dr Simon or our Aesthetics Nurse Practitioner Lesley-Ann with a whole range of treatments and procedures undertaken. Many of our clients return for further or repeat treatments and some clients have been with Dr Simon for many years as he has guided their anti-ageing aesthetic choices to be appropriate to every stage in their life. The Clinic attracts new clients every week , many from word of mouth recommendations, and we often receive glowing testimonials on our Facebook page. Client retention is very important to us and we try to keep things fresh with new treatments and special seasonal offers or packages of treatment to address particular concerns. Rationale behind decisions for what we choose to offer is based on feedback from conversations our Reception Team have with clients about what is important to them and what they would like to see. It really is a partnership with our clients based on the close relationships we establish.
Temple Medical was founded by Dr Sam Robson in 2007 and since then has firmly established itself as one of the most respected clinics in the UK. The clinic is well known throughout Scotland and further afield and we have regular visitors from various continents in addition to the 400 or so patients that we treat each month. We were very proud to have been highly commended in 2 categories at the 2016 Aesthetic Awards, and were awarded a “What Clinic” Customer Satisfaction Award during 2016 through direct patient feedback. Our whole team consistently work above and beyond the call of duty to surpass expectations in all areas.
Temple’s vision and ethos is to provide exceptional service always. We are passionate about educating and empowering patients with honest advice and we ensure that they always receive the ultimate patient experience through a bespoke, quality, caring service. Our reception team are instrumental in the whole patient journey from initial call right through to aftercare and follow up. The team are motivated, enthusiastic and totally passionate about their roles and each one of them works hard to ensure that every patient encounter is a positive one.
Our reception team consists of: Office Manager, Pauline Chillingworth; Patient Coordinator, Rebecca Clements; and receptionists, Catriona Morrison, Leanne Paterson, Kirsten Marshall and Carrie Clark
In line with our vision and values, we place quality and customer service excellence at the heart of everything we do. We recognise the huge importance of listening closely to our customers. The feedback from them that we are delivering amazing services that are changing their lives is something we are very proud to highlight. Our recent customer service feedback documenting that 95% of our clients would return to us for a treatment tells us that we are succeeding handsomely in accordance with our customer service goals. This is because we treat all patients as we would like to be treated and are committed to providing every patient with the best 5* experience from the moment they make contact with us.
Dr Sam Robson says: “We have an amazing team and everyone is dedicated and passionate about providing the highest levels of service to our patients. I appreciate my staff hugely and the sheer effort that every one of them makes on a day to day basis makes me very proud to be a part of the Temple team”
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