Workbook 3 CDNMCP01 2023 Eddition.x
pdf
keyboard_arrow_up
School
Australasian College of Natural Therapies *
*We aren’t endorsed by this school
Course
10510NAT
Subject
Medicine
Date
Jan 9, 2024
Type
Pages
20
Uploaded by CommodoreRockWalrus30
CDNMCP01 MANAGE AND PROMOTE THE COSMETIC PRACTICE ASSE SSME NT T ASK 1 - WORK BOOK 3 Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 1
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-
strategiesv30.docx
OPERATIONAL STRATEGIES ASSE SSME NT MARK IN G SHEE T Student Name Accredited Course 52850WA Advanced Diploma of Cosmetic Dermal Science 52854WA
Graduate Diploma of Cosmetic Dermal Science M ARK IN G & FE EDBACK Date of Assessment Assessment Feedback Completed Satisfactorily Satisfactory Not Yet Satisfactory Assessor Declaration I confirm that I have provided feedback to and advised the above-named student of the outcome of this assessment task.
Assessor Name / Signature Date
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 2
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-
strategiesv30.docx
WORKBOOK INSTRUCTIONS Ensure you have opened this workbook and followed the on-screen instructions before typing directly into the workbook. If you use another format or preview, your assessor will not be able to provide you with feedback. Once complete, please save a copy for yourself and upload a completed version to your assessor via the student portal. You can obtain the answers for the activities through the online lectures, additional reading material and Internet searches. All questions must be attempted. Feedback and assistance are available from your assessor prior to the assignments due date. IMPORTANT: Please do not copy and paste answers from lecture notes. (Please see the AACDS Study Guide / Academic Writing section if you’re unsure what this means). Before starting this workbook, you will need to review and be familiar with the Virtual Medispa case study. Refer to the facts of the case study where asked. ACTIVITY 1 Question 1 Yes No Identify five (5) new areas of the Virtual Medispa business that may require operational policy and procedures to be developed. Please explain why you have chosen the area. Area
Explanation Example: - Communications Communication is essential to providing good customer service and maintaining effective operations of the clinic dealing with both customers, suppliers and staff. 1.
Clinic Opening & Closing Checklist Opening and closing the clinic is essential for clinic operations to run smoothly throughout the day. 2.
Manager, Therapist & Receptionist Roles and Responsibility Establishing roles for all employees helps create structure within the workplace and team building. 3.
Customer Service Standards This is an essential part for any business to help build rapport with clientele so they become regular clients and create a professional manner for any client conflicts that may occur. 4.
Stocktake Checklist This is an important procedure that helps to determine how much product, consumables the clinic needs to run efficiently. 5.
Treatment Procedure This is an important protocol that is essential for any clinic, it helps the therapists understands what is expected and how to perfrom the treatment they are performing. Assessor’s comments
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 3
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-
strategiesv30.docx
Question 2 Yes No For the five (5) areas identified above prepare a quick operational strategy to provide overall direction to the functions of the area. Your strategy should guide you as to what you want to generally achieve in the area identified. Do not refer to specific policies and procedures as part of your strategy. You will have an opportunity to identify and develop specific policies and procedures to help the clinic achieve your strategy in the next question and activity. Area Operational Strategy Example - Communications Communication with clients is ALWAYS fast, professional and polite 1.
Clinic Opening & Closing This provides employees a list of all the essential tasks that are required to be completed prior to the clinic opening and closing to maintain efficiency of the clinic 2.
Manager, Therapist & Receptionist Roles and Responsibilities This establishes the different tasks that each employee is responsible for and divides what a therapist role is vs what a manger role is. 3.
Customer Service Standards This will help outline what is expected of the therapist and receptionist when communicating with customers to ensure all customers have equal experiences within the clinic. 4.
Stocktake Checklist Ensures that there are no discrepancies when completing stocktake checks. 5.
Treatment Procedures Ensures that each treatment is performed identical so clients have the same experience no matter which therapist performs the treatment. Assessor’s comments Question 3 Yes No For the five (5) areas identified above list examples of operational policies and or procedures that may be developed to ensure the area runs correctly and efficiently and meets its strategy. Area 3 Examples of Policies and Procedures Example: - Communications
1. Answering the telephone; 2.Complaint resolution; 3. Appointment confirmation
1.
Clinic Opening & Closing 1.
Staff Arrival 2.
Checking Equipment and Supplies 3.
Security Checks 1.
Manager: Regular team meetings, staff performance reviews
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 4
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-
strategiesv30.docx
2.
Roles and Responsibilities 2.
Reception: Appointment bookings, Following up missed calls 3.
Therapists: performing skin and laser treatments, person hygiene 3.
Customer Service Standards 1.
Front Dest Etiquette 2.
Client Privacy 3.
Client Feedback 4.
Stocktake Checklist 1.
Pre-Count Verification 2.
Cleaning and Organising 3.
Reporting and Analysing 5.
Treatment Procedures 1.
Client consultation/Informed consent 2.
Treatment Guidlines 3.
Documentation Assessor’s comments
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 5
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-
strategiesv30.docx
ACTIVITY 2 Question 1 Yes No Now prepare a clinic handbook that would be provided to staff to assist them in the day-to-day operations of the Virtual Medispa.
Choose one (1) policy and procedure from each
of the areas that you identified in Activity 1 Question 3. This means you will write five (5) detailed policies and procedures. Format the Document in-line with your chosen clinic name, re-brand identity and in-line with the services and products offered. Your Handbook should be professionally written, with the intended user in mind and should contain a cover page and contents page. There should be an obvious
•
Policy
and its corresponding •
Procedure
. Each procedure should contain at least eight (8) steps. Your handbook does not need to include all policies and procedures identified but should include at least one (1) for each area (total of 5). Example: Communications Answering Telephones: Policy: It is the main duty of the Receptionist to answer telephones in a professional manner within two (2) rings. Procedure: 1.
When away from reception desk the receptionist should wear the portable headpiece to answer phones 2.
The telephone must be answered within two rings in most cases 3.
The telephone is answered “Thank you for calling the clinic, this is <Name>. How can I help you”
. 4.
Ensure you make note of the caller’s name and contact details. The caller’
s telephone number will appear on the phone display. 5.
If it is a client calling to make a booking, please refer to the “booking” policy and procedure.
6.
End the call “thank you for calling today, have a nice day and we hope to see you in the clinic soon”
7.
Ensure, if the call is a prospective or current clients, that full details are entered or updated in the Clinic Management Software. 8.
Ensure all messages are immediately emailed to the relevant person.
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 6
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-
strategiesv30.docx
C
OMPLETE YOUR TOOL BELOW
. Virtual Medispa Operational Handbook
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 7
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-
strategiesv30.docx
Contents 1.0 INTRODUCTION 1.1 Purpose of the Operations Manual 1.2 How to use the Operations Manual 1.3 Copyright 1.4 Disclaimer 2.0 CLINIC OPERATIONS 2.1 Clinic Organisation Structure 2.2 Operating hours and public holidays 2.3 Clinic Room Set Up Standards 2.4 Cleaning 3.0 CUSTOMER SERVICE 3.1 Customer Service Standards 3.2 Customer Bookings 3.3 Managing Customer Complaints 3.4 Cancellation and Refund Policy 4.0 LASER & SKIN TREATMENTS 4.1 Consulations (i) Laser Hair removal Consulations (ii) Skin Treatment Consultations 4.2 Managing Client Expectations 4.3 Key Performance Indicators 4.4 Managing Adverse Events 5.0 Products & Services 5.1 Approved products and services 5.2 Equipment Safety 5.3 Inventory Management (i) Ordering Stock (ii) Receiving Stock (iii) Conducting Stocktake 5.4 Nominated Suppliers 6.0 GENERAL STAFF AND WORKPLACE ISSUES 6.1 Manger Roles and Responsibilities 6.2 Therapist Roles and Responsibilities 6.3 Managing Employees 6.4 Dismissals and Resignations
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 8
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-
strategiesv30.docx
2.0 CLINIC OPERATIONS 2.4 Cleaning Policy:
Cleanliness in clinics is essential to maintain our customer service standards and legal obligations. All team members working in clinics must adhere to the guidelines set out in this document. Procedure: 1.
Ensure Start of Day and End of Day Procedures are being followed for Laser ,Inject and Clinic. 2.
Rubbish taken out and bins washed out. 3.
Clinic swept/vacuumed and mopped at closing. 4.
Reception area tidied, windows and glass cleaned. 5.
Display areas dusted and cleaned. 6.
Thorough equipment cleaning and sterilisation. 7.
Treatment rooms completely sanitised. 8.
Tidy/reduce clutter. 3.0 CUSTOMER SERVICE 3.3 Managing Customer Complaints Policy
: Excellent customer service is the core of our business. We strive to ensure that our service delivers a quality client experience that results in satisfied and loyal clients who return frequently and promote the brand. In the event a client doesn’t feel we have met their expectations, it is crucial that complaints are managed with empathy and professionalism. Effective handling of complaints will ensure the client is satisfied, our brand reputation is upheld, and we limit any negative publicity for our brand or your clinic. In all cases, we want to ensure that our clients are being treated with respect, being given information in a consistent way and the complaints are being resolved in a timely manner. Procedure: 1.
The client may in some cases submit a complaint through our emails. 2.
The Team Member who reads the complaint must forward it straight to the Clinic Manager. If the Clinic Manager or Owner is not working, the receptionist or team member is to contact the client to acknowledge receipt of the complaint and advise the time frame in which the Manager or Owner will respond. 3.
Client should be contacted by the Clinic Manager/Owner within 4 working hours of receiving a complaint from our emails. 4.
The Clinic Manager must contact the client to understand more about the complaint.
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 9
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-
strategiesv30.docx
5.
The Clinic Manager will determine an appropriate resolution, liaising with the Owner If required, within 24 hours of receiving the complaint. 6.
Update the client file with date stamp, nature of the complaint and your name. 7.
Complete the Incident form. 8.
Follow up with the client 7 days after resolution to ensure they are satisfied. 4.0 LASER & SKIN TREATMENTS 4.1 Consulations: Skin Policy: Our clinic prides itself on our unique range of skin treatments. Before undergoing a skin treatment, clients must have a thorough skin analysis consultation with a therapist who will advise them of the most cost effective and suitable treatment. Procedure: 1.
Welcome the client and greet them warmly, making them feel comfortable and at ease. 2.
Ask the client to fill out a skin consultation form and a consent form that gathers essential details about their medical history, current skin care routine, lifestyle habits and any known allergies or sensitivities. 3.
Asses the client’s skin type by conducting a visual examination to determine which treatment options and skincare would best suit their needs. 4.
Evaluate the clients skin concerns and goals. Engage in conversation with the client to understand their primary skin concerns and their expectations for treatment. 5.
Perform a thorough skin analysis, evaluate the skin’s texture
, elasticity, any skin irregularities. 6.
Advise the client on appropriate treatments and skincare and discuss their benefits. 7.
Create a tailored treatment plan and skincare routine designed for the clients skin type and concerns. 8.
Educate the client on the importance of following their tailored treatment plan to help achieve their desired goals. Ensure the client understands before and aftercare for each treatment you have recommended and costs involved. Go over terms and conditions and ensure they have signed all necessary forms. 9.
Return with the client to reception and schedule their first appointment of their tailored treatment plan.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 10
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-
strategiesv30.docx
5.0 PRODUCTS AND SERVICES (iii) Conducting Stocktake Policy: Stocktake are essential for accurate inventory management ensuring the alignment of recorded stock levels with physical inventory on hand. This policy aims to establish guidelines that promote consistency, accuracy and effciency in the stocktake process. Your stock should be counted minimum on a weekly basis. A monthly stocktake report is to be completed and must be submitted to Arancha on the last day of the month. This is time critical. Procedure: 1.
Print a stock count form for all products and consumables. This will be found in my documents folder under Stocktake forms on the reception computer. 2.
Once counted, go to the ‘Products Tab’, select ‘Take Inventory’ and have the page ‘Show’ all products 3.
Adjust Inventory numbers, place a zero next to all Cosmetic Inject Packages and VIP Packages as these packages aren’t ‘stock’ they have just been created in the system as a product for ease of processing the packages when checking out a client. When selling a VIP (e.g $990) to a client, add the actual product used into the system and adjust to $0 - this way the stock is properly deducted from Booker. 4.
Click ‘Submit Inventory Now’ and again ‘Submit Inventory Now’
5.
View the ‘Take Inventory/Shrinkage’ Report to see your variances and investigate
accordingly. If your variances are high you may need to implement more frequent stock takes to narrow down the timeframe in which a variance has occurred. Please contact Aranch as soon as a pattern of variances begin to occur. Cosmetic Medicine At the beginning and end of every shift your Allergan and Galderma stock should be counted manually by the manager and cosmetic injector and documented in the Drug Register by the injector. 1.
The Drug Register
must be completed every day that an injector works 2.
When you receive stock into the clinic, you MUST use the ‘Adjust Inventory’ function (explained above) to input your stock levels into Booker. 3.
During the treatment day, the manager needs to update Booker for all products used during the day 4.
The Drug Register
end of day stock position must be entered into Booker using the ‘Take
5.
Inventory’ > ‘Enter Inventory Manually’ function (explained above). This must be completed by the Injector and co-signed by the manager. 6.
All ‘Cosmetic Injection Packages’ must be edited to ‘0’ in the Take Inventory on Booker as explained above. 7.
Injectors and Managers need to investigate any variances using the Shrinkage Report (as explained above).
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 11
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-
strategiesv30.docx
8.
Note you are required to hold these stock trackers on file. Arancha will audit these from time to time. 6.0 GENERAL STAFF AND WORKPLACE ISSUES 6.1 Manger Roles and Responsibilities Policy: This policy outlines the roles and responsibilities of managers at Faux Aesthetics and Skin. Managers play a crucial role in overseeing the operation, coordination, and growth of the clinic, ensuring it operates efficiently and delivers exceptional service to clients. This policy aims to define the expectations and accountability of managers in their respective roles.
Procedure: 1.
Leadership and Team Management: Managers at Faux Aesthetics & Skin are responsible for: a.
Providing effective leadership and guidance to the clinic's staff members. b.
Building and maintaining a positive and cohesive team culture, fostering cooperation and open communication. c.
Assigning responsibilities, setting performance objectives, and conducting regular performance evaluations for their team members. d.
Ensuring effective staff training and development programs are in place to enhance employee skills and knowledge. e.
Promoting a safe and healthy work environment and addressing any workplace issues or conflicts promptly and appropriately. 2.
Operational Management: Managers are accountable for the efficient functioning of the clinics operations including; a.
Overseeing day-to-day activities, managing schedules, and ensuring adequate staff coverage. b.
Monitoring and optimizing clinic workflows to ensure smooth client flow and minimized wait times. c.
Collaborating with other departments, such as reception, nursing, and administration, to enhance coordination and efficiency. d.
Conducting regular meetings with staff members to review clinic operations, address challenges, and identify opportunities for improvement. e.
Implementing and enforcing clinic policies, procedures, and industry best practices to maintain compliance and quality standards. 3.
Client Service and Satisfaction: Managers are responsible for delivering exceptional client service and ensuring high levels of client satisfaction. This includes: a.
Promoting a client-centered approach, emphasizing personalized care, empathy, and professionalism.
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 12
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-
strategiesv30.docx
b.
Resolving client complaints or concerns promptly and in accordance with the clinic's policies and procedures. c.
Monitoring feedback received from clients, conducting surveys, and using the information to identify areas for improvement and training needs. d.
Keeping up-to-date with emerging trends and industry advancements to enhance the clinic's offerings and maintain a competitive edge. 4.
Financial Management: Managers play a vital role in financial management and accountability, including: Assisting in the creation and management of the clinic's budget, ensuring financial targets are met. a.
Monitoring and analysing financial performance, identifying areas of concern and developing strategies for improvement. b.
Managing inventory and supplies, ensuring appropriate stock levels and minimizing waste or overstocking. c.
Implementing effective cost-saving measures without compromising quality and client service. 5.
Compliance and Quality Assurance: Managers are responsible for maintaining regulatory compliance and ensuring adherence to quality standards. This involves: a.
a. Staying up-to-date with relevant laws, regulations, and licensing requirements pertaining to laser clinics and aesthetic services. b.
Monitoring and implementing infection control protocols and safety measures. c.
Conducting regular internal audits to assess compliance with relevant policies, procedures, and quality standards. d.
Implementing corrective actions and process improvements to address any non-
compliance or quality issues identified.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 2.1 17-Jul-22 13
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-
strategiesv30.docx
Assessor’s comments
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 14
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-strategiesv30.docx
ACTIVITY 3 –
RISK MANAGEMENT Question 1 Yes No Prepare a risk analysis for Virtual Medispa
. Identify 7 risks from different areas of your business operation taking into account the resources, staffing, financing, industry, product and services offered specific to your clinic. Do not choose a risk that has been identified in class or the lectures. (You may wish to use your final answer to this question in developing your Business Plan (Assessment Task 2)) Risk Area Risk Event (describe) Analysis Likelihood of Occurrence (low, medium, high) Potential Negative Impact to your business from the Event Occurring. (describe) Consequence to Business Continuance (Low, Medium, High) Overall Risk Level (Low, Medium, High, Very High) Things to do to reduce occurrence or lesson impact / consequence Type of Insurance to be taken out to cover the risk Example: Service Paradoxical Adipose Hyperplasia resulting from a new Cryolipolysis treatment introduced into the Virtual Medispa Low (1 in 20,000 treatments) Client may sue for damages / medical malpractice or clinic may be required to fund liposculpture treatment as a solution to the side effect Medium Medium Ensure adequate training in the treatment is provided to all staff. Ensure manufacturer’s procedures and safety recommendations are always followed and are embedded in the Clinic’s Policy & Procedures. Ensure client consents to the treatment knowing the potential risks. Professional Indemnity Insurance
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 15
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-strategiesv30.docx
Resources Shortage of parts that are needed to fix or replace equipment such as lasers, ipl machines, LED lamps, microdermabrasions ect. Low If a machine breaks down and there are no available parts for that specific devices due to shortages, this heaviy impacts the availabity for clientele to receive treatment that is provided by that device, causing them to turn their business elsewhere that provide a similar treatment. Low Low Regularly service all machinery in clinic. If the device cannot be fixed or has a prolonged timeframe to be fixed in check for temporary replacement devices for the time being. Business Insurance Staffing Staff shoulder injury while using new IPL device Low Staff member may sue / clinic may need to fund physio appointments. Medium Medium It is crucial to prioritize staff safety by implementing comprehensive health and safety protocols, providing appropriate training and ensuring therapists are not booking back to back appointments with the device. Workers compenstation Financing Inadequate revenue generation/ unexpected expenses Medium The clinic will struggle to meet its obligations such as rent, utilities, loan payments and employee salaries. High High Develope financial forecasts and maintain adequate reserves. Implement sound financial practices to manage and mitigate any financial risks. Income Protection Industry Skilled therapists unexpectedly leaves the clinic Low Clients who have developed a strong rapport with the departing therapist may experience disruption in their therapuetic process, requiring additional time and effort to build trust with a new therapist. It can also be challenging for the business to find a suitable replacement who possesses the same level of expertise and Medium Medium It is important for the business to communicate openly with both clients and staff about the departure of the therapist. Providing clients with options for transitioning to a new therapist within the business. It is crucial for the business to evaluate the factors that led to the therapists departure. n/a
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 16
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-strategiesv30.docx
experience as the departing therapist. Products Defective skin product that caused irritation to a client. Low Client experiencing the irriation may be dissatisfied with the product which can lead to decreased trust and potential loss for future business. If the incident becomes known to other clients or is shared on socail media, it could harm the clinics reputation. Medium High Asses the product that caused the irritation and evaluate its safety and suitability for future use. Consider consulting with product manufacturers, suppliers or other professionals to determine if there was a specific issue with the product or the way it was applied. Professional Indemnity Insurance Service 1 Allergic reaction to Chemical Peel Low Client experiencing the discomfort will loose trust with this business and may want some form of compensation depending on the severity of their reaction. Medium High Ensure adequate training of the treatment is provided to all staff members, that it is written in the consent form of any known allergies the client may have and therapists double check this before performing any skin treatments on the client. Professional Indemnity Insurance Service 2 Therapist did not check contraindications before performing photoepilation procedure, resulting in client having an adverse reaction Medium Client experiencing the reaction will loose trust in the therapists and business. They may sue for damages / malpractise and the clinic may be rquired to fund recovery procedures. Medium High Ensure adequate training of the treatment is provided to all staff members. Investigate why the therapist did not ask the safety questions before performing the treatment. A questionair sheet can be printed and laminated to be placed on the treatment bed for both the therapist and client to be reminded of the safety questions before commencing the procedure. Professional Indemnity Insurance
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 17
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-strategiesv30.docx
Assessor’s comments
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 18
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-
strategiesv30.docx
CONTINGENCY PLANS Things do not always go according to plan. An event can occur which is unplanned or unexpected. It may be that this event occurs because of a single cause or a combination of causes. It could be the result of change in products or services provided by suppliers. It could be that machinery breaks down unexpectedly or because of industrial action. Whatever the reason, you may find that your plan of action needs to be changed to meet an unexpected event. It is important to consider what can go wrong and to plan for that eventuality. This is the concept of contingency planning. You need to have a fall-back plan in case of a contingency –
an unexpected event occurring. Each organization will have different issues that could arise which could impact temporarily upon its performance. Consider the following list. Some difficulties may apply to the team you lead or the section you manage, and some may not. Indicate what you believe might be an appropriate course of action to overcome the anticipated difficulty using your workplace as the basis of you answer. Question 2 Yes No Provide possible things you can put in place as a contingency to address the event provided, should they arise. Outline what you would do to manage the outcome. Describe your plan to reduce the time taken for the business returning to normal, retain clients and reduce the chances of the impact happening again in the future. Answers should be more than “call client and apologies and rebook the appointment”.
Event Possible Contingency P
l
an
Example: A serious accident occurs in your practice that requires a staff member to be taken to hospital. It is serious enough that the rest of the staff are shaken and are sent home whilst an investigation is undertaken. Send staff home and ask the receptionist to cancel appointments remotely. Complete an incident report and prepare communication to all staff to advise on the details of the accident. Remind staff of the Employee Assistance Program and provide phone numbers for support services. Follow up staff via phone call to check how they are coping. Advise any staff that were not there of the incident via telephone. Notify the insurance company in line with the requirements of the workers compensation insurance and follow any other requirements under worksafe. There is an unexpected labour shortage because a number of new employers in the area have headhunted some of your staff. Evaluate the severity of the labor shortage and its potential impact on your clinic's operations. Determine the number of employees affected and the critical roles that need immediate attention. It is good to identify key roles and responsibilities that are critical for the smooth operation of your clinic. Prioritize those functions and allocate resources accordingly to ensure that essential services can continue without disruption. To try an overcome this issue is is ideal to develop a cross-
training plan to ensure that employees have the skills to perform multiple tasks. This allows for flexible staffing and enables employees to fill in gaps created by the labor shortage. Provide training opportunities to equip employees with additional skills. Strengthen your efforts to retain existing employees by implementing retention strategies such as providing competitive compensation, offering growth opportunities, recognizing and rewarding achievements, and fostering a positive work environment. You can also Establish connections and partnerships with other employers in the area that are experiencing similar challenges. Explore the possibility of sharing resources, such as employees or training programs, to address the labor shortage collectively.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 19
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-
strategiesv30.docx
A breakdown of critical machinery (Laser Machine) cannot be fixed for a week since it needs to be sent away for repair and you must wait for parts to be sent from another state. Evaluate the impact of the laser machine breakdown on your clinic's services and identify the procedures or treatments that will be affected. Determine the severity of the situation and prioritize based on patient needs. Notify the affected patients as soon as possible about the situation and the need to reschedule their appointments. Apologize for the inconvenience and offer alternative dates or options for their treatment. Effective communication and proactive rescheduling demonstrate your commitment to patient care. If there are any backup laser machines or equipment available, prioritize their use for the most critical procedures or treatments. Alternatively, you could consider renting or leasing equipment from other clinics or vendors to temporarily fulfill the demand. Once the machine is repaired and operations are back to normal, analyze the situation and identify measures to prevent similar breakdowns or mitigate their impact in the future. Consider maintaining a spare parts inventory or exploring alternative suppliers to minimize the risk of part shortages. The supplier of the brand of products you retail closes for two week because of a death in the family and are unable to send your ordered stock. Assess the severity of the situation by reviewing the importance and urgency of the order. Determine the quantity, criticality, and alternatives available for the products or services the supplier was supposed to provide. Reach out to the supplier to inquire about any potential alternatives they can suggest or if there are any contingency plans in place for fulfilling outstanding orders. If the closure of the supplier will affect the clinics ability to fulfill services to clients, promptly inform them about the situation. It is best to be transparent about the circumstances and provide realistic timelines for when you expect to fulfill their orders or offer alternatives if applicable. Review your inventory levels and determine if you have any excess stock that can fulfill the order partially or completely. Optimize your inventory management to ensure efficient allocation of available resources during this challenging period. A change in exchange rates makes stock that you purchase from the United States temporarily more expenses and significantly more than budgeted for in your cashflow Assess the extent of the price increase and its potential impact on your business. Review your current inventory levels and analyze the proportion of products affected by the price increase. You can then determine the financial implications and understand how it may affect your profitability, pricing, and competitiveness. Exploring alternative suppliers from different geographic regions or countries to compare pricing, quality, and reliability. Conduct thorough research and due diligence on potential suppliers to ensure they meet your requirements. Consider their manufacturing capabilities, product quality, delivery timelines, and overall cost-effectiveness. Analyze your pricing strategy to determine if adjusting your own prices is a viable option. Evaluate market demand, customer perceptions, and competitive landscapes to ensure that any price adjustments align with your business objectives and do not compromise profitability. Develop a long-term strategy to manage price fluctuations, particularly for products sourced from international markets. Diversify your supplier base and establish contingency plans for potential future price increases, ensuring you have alternate sourcing options readily available. It is best to develop a long-term strategy to manage price fluctuations, particularly for products sourced from international markets. Diversify your supplier base and establish contingency plans for potential future price increases, ensuring you have alternate sourcing options readily available. A key person whose knowledge is critical to a process becomes Evaluate the impact of the therapist's absence on your business, considering client appointments especially their regular clientele, revenue, and overall operations. Identify the specific responsibilities and tasks the therapist is responsible for and
Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 3.0 10 Oct 22 20
https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/3-cdnmcp01workbook-3-operational-
strategiesv30.docx
ill and will be off work for 3 months determine the critical areas that require immediate attention. Seek a qualified and experienced temporary dermal therapist to cover the workload during the absence. Advertise the position through recruitment agencies, industry contacts, and online platforms. Conduct thorough interviews and screenings to select the most suitable candidate for the temporary role. If possible you can train existing staff members who have some knowledge and skills in dermal therapy. Delegate responsibilities among the team members to distribute the workload. Provide comprehensive training and support to ensure they can handle the additional tasks efficiently. Review client appointments and reschedule them as needed to accommodate the reduced staffing capacity. Communicate these changes to clients promptly, offering alternative options and ensuring minimal disruption. Consider extending business hours to manage the workload if necessary. Notify your clients about the dermal therapist's absence and introduce the temporary replacement. Assure them that their needs will be met and that the same quality of service will be maintained. Utilize email, social media, and your website to provide regular updates and address any concerns or inquiries. Stay in touch with the ill therapist to monitor their progress and estimated return date. Prepare for their smooth reintegration upon their return, including a comprehensive handover and knowledge-sharing process. Collaborate with the temporary therapist to facilitate a seamless transition. Once the situation stabilizes, evaluate the effectiveness of the contingency plan and identify any areas for improvement. Incorporate any lessons learned into the plan to enhance preparedness for similar circumstances in the future. Assessor’s comments