Inside Aesthetics Ep 83 Trust & Empathy in Injectable Consultations | Dr Izolda Heydenrych
Episode 83 hosts Dr Izolda Heydenrych (Dermatologist from Cape Town, South Africa)
Izolda is also a globally-renowned aesthetic educator with a particular interest in patient safety, the art of the consultation, trust and empathy.
We explore the injector-patient relationship, the foundations of building trust in the medical consultation and the role of empathy. This is a fascinating discussion that gets to the core of how the best injectors build chemistry and rapport with their patients.
0:00 Introduction 1:03 Meet Dr Izolda Heydenrych 3:19 Background and Career Path 5:16 Choosing Dermatology 9:44 Nuclear Medicine Explained 11:56 Move Into Aesthetic Medicine 14:01 Aesthetic Market in South Africa 16:30 Patient Demographics and Diversity 18:16 Cultural Differences in Beauty 23:53 Passion for Education and Safety 27:02 Early Challenges in Aesthetic Training 30:22 Discovering Trust and Empathy 33:44 Science of Trust and Oxytocin 37:39 Tone of Voice and Communication 41:39 Importance of Listening to Patients 45:36 Consultation Skills and Open Questions 48:05 Commercialization of Aesthetics 51:43 Building Long Term Patient Trust 57:32 Handling Difficult Consultations 1:01:04 Explaining Anatomy to Patients 1:03:30 Confidence in Treatment Planning 1:07:48 Managing Patient Fears and Barriers 1:16:00 Social Media and Beauty Pressure 1:19:56 Body Dysmorphic Disorder Awareness 1:22:22 Managing Unhappy Patients 1:25:07 Rebuilding Trust After Issues 1:30:37 Training Staff for Patient Experience 1:33:59 Rapport Versus Trust 1:36:53 Communication During COVID 1:39:25 Role of Environment and Sensory Cues 1:42:10 Empathy in Clinical Practice 1:44:30 Science of Oxytocin and Healing 1:48:40 Human Connection and Resilience 1:53:30 Recognizing Patient Emotional Needs 1:55:45 Self Empathy for Practitioners 2:03:05 Simple Consultation Skills 2:05:40 Identifying Patient Motivations 2:10:55 Managing Referrals and Complications 2:13:30 Professional Boundaries and Responsibility 2:18:00 Final Advice for Practitioners 2:20:15 Wrap Up and Closing