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photo facial - do I speak up?

Mo

(website)

Veteran

I finally decided I'd give IPL a go for my melasma and sun spots from my job on the golf beverage cart one long summer. I went to the dermatologist office here in FL that I've seen for everything from mole removal, skin patch testing, atopic dermatitis, a simple facial, etc, etc. They are a qualified bunch. BUT . . . I feel like I got a bait and switch. The lady who I assumed would be doing my facial, and did the consult with me, was in the room when it started, and instructed the gentleman she was working with on the laser settings, etc., but then LEFT THE ROOM and he was doing the actual work. I had already had eye patches stuck on me and the whole deal so it was a bit of a vulnerable position. When the first pass had been done, and it was time to reset the laser to the next setting, he had to call her back in. Then it hesitated, and he had to get her back again, then the foot pedal option had been turned off or something. Would have been a comedy of errors, but not really. The thing is, I feel like if I'm being worked on by basically a trainee, the cost should reflect that. What would you do? I'm due to go for a second one next month. This was done yesterday, so if I call or whatever it would have to wait until Monday. I also didn't tell the BF, since it's a pretty big chunk of change and I know he's not the subtle type when it comes to demanding what is right. I tend to avoid conflict. I'm, well, conflicted, on what to do, if anything.

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20 replies

Latest reply was from ClaraT

Echo

Veteran

I would definitely call and request that the woman you had your consult with do the work. You don't have to be confrontational; start by saying that you felt so comfortable with her and so confident in what she was telling you that you would really feel best if she did the work. If they try to tell you no, then tell them that you felt uncomfortable with the level of expertise of the man who did the procedure last time and that you would really prefer someone who was already expert at what they are doing.

That really ought to take care of it with no confrontation or uncomfortable feelings. If it doesn't, or if they really try to argue this with you, then my confidence would be shaken enough not to go back.

Caro in Oz

Veteran

What would you tell your best friend to do in this situation? I think I'd be telling her to get out of there - it's scary enough anyway without feeling that you are in the hands of someone who isn't qualified. Is there some official body that governs these places? Could call them to see if they think this is acceptable?

Mo

(website)

Veteran

Echo, thanks. I never know how to gently but firmly go about asking for what's right when I feel I've been duped or wronged. I don't think he screwed up my face or anything, lol, but still.

April

Veteran

Mo, I'm about to go for something similar and am finding your story pretty upsetting. (I would find it upsetting for something as simple as waxing, let alone something involving lasers.) My advice would be to call them and stress that you're sure the trainee is very competent and it's no personal reflection on him, but that you'd prefer to have the work done by one of their staff who is experienced with performing this treatment.

Suz

(website)

Veteran

Oohhh....I am so sorry this happened. I would be feeling really vulnerable, too. I would do exactly what April said -- just tell them how you are feeling. I think they would prefer to know than to have you feeling horrible about the experience. And really, it does not have to be a negative reflection on him.

deb

Veteran

I would talk to the office manager and tell them exactly what you told us. Not confrontational, but straight forward. They may do something about the cost. What does your contract say?

Louise

Veteran

Ditto what the other ladies have said. I really think they should have asked your permission to allow a trainee to do your treatment. I get that trainees need to train but there surely should be a qualified practitioner with them at all times and the cost should be reduced? X

Mo

(website)

Veteran

Okay, so I do have a point as you ladies all agree. I guess the tricky part is how to bring it up beforehand, mention that it's not what I was lead to believe, and then tactfully ask for the reduction and the next session be done by the woman who consulted with me. That's where I am going to have the trouble. What I know in my head and heart and what comes out of my mouth at the time of stress isn't always the same. I might have to 'practice'.
I will call on Monday and ask the receptionist for contact information for her. She is only in on Thursdays for these procedures. Do I explain to the receptionist, too? I don't think they'll have any power to make a decision on my behalf.

Karie

(website)

Veteran

Ditto what April and Echo said. The receptionist won't have the power to make a decision, but she can get the message to the others about the reason for our call. You could say, "I want to speak to her about the procedure I had done the other day."

Mo

(website)

Veteran

Well, step 1: I called and left a voicemail for the office manager to call me as I had some questions. I explained I had an IPL photo facial on Thurs and was scheduled for a follow up one next month. I said my main issue is who exactly will be doing the facial, as Elizabeth was not the one who did it on Thursday, as I had expected.
I am not sure whether to broach the issue of reduced cost or simply verify that I will have her doing my next session.

Classically Casual

Veteran

I'd strongly consider speaking directly with the dermatologist or his/her nurse and asking for a referral to somewhere else. At a minimum they need to know that less than trained personnel are weilding the lasers. Be strong!

Echo

Veteran

It really depends on how strongly you feel about this and how far you want to pursue it. Sure, you might be entitled to a reduction in cost for your first session, but if you otherwise have confidence in the place and the woman who (we hope) will be doing the procedure in the future, you may or may not want to pursue that. Sometimes an amiable relationship with someplace you will be returning to repeatedly is worth more than the discount, especially if future work will be done to your satisfaction.

And like I said, I've always had more success talking about how good one person was instead of how bad someone else was. For example, there was a teacher that I wouldn't have let my kids have come h*ll or high water. But I didn't tell the principal that I didn't like that teacher. I told him how fabulous I'd heard the other teacher was, and how I was looking forward to my kids having her. After my first had her, in the future I mentioned how delighted we were with her teaching and how we wanted the other kids to have the same experience. Likewise, you can emphasize how confident you felt about the woman who did your consult and how disappointed you felt that she didn't do the procedure and how you wanted to request that she do them in the future without saying that the other guy was a half-brained twit.

On the other hand, if there is any doubt that the woman you consulted with will be able to do all your future procedures, then I would demand the discount and move one to a new place/dr.

I do disagree about having no confidence in the place because of this. Even hospitals will have interns do procedures, although they are required to ask or inform you before doing so. And even when the intern did NOT do the procedure, the intern often does close or do the stitches, and most patients never know. This is how MOST places do things, and the trainees generally have enough training to be doing the procedure. They simply don't have the experience to know what to do when the machines/technology does something unexpected (which it always does). So although I would still ask that the woman who did your consult do the remaining procedures, I wouldn't dismiss the place entirely because of this (unless they refuse to comply).

Freckles

Veteran

I have problems deciding what to do in these situations too Mo. I think the ladies who replied above are brilliant. I do think that you need to decide though if they consider that proper behavior what you will do.

Mo

(website)

Veteran

Echo, yes, I think they are a very reputable and respectable office. They do a LOT of work on older Floridians who have skin cancer after years of sun exposure. I've had several random issues they've taken care of over the years. I don't think they're quacks. I just felt I was lead to believe one thing and got another. I did say in my phone message my utmost concern was WHO would be doing the facial next month. I feel that getting that ironed out ahead of time is the most important issue.
I'm ambivalent on inquiring as to a discount for the procedure already done. I will certainly mention that I felt it was a novice level of knowledge and experience, not that it was BAD, per se. Might say that part of what we pay for and expect is the experience of the person doing the work. See what they say in response.

Eliza

Veteran

Best with this, Mo. Sometimes I find that describing my concerns, preferences or experiences is enough to get the other party proposing remedies. It can be more comfortable. Also, if I have had positive experiences somewhere, I state that and say I knew you would want to know about this. If I haven't had any history with them, I say "if I were a manager, business owner, etc., I would want to know xyz and wanted to give you the courtesy of sharing this information". Most people value the input and opportunity to create good will for their business. Good luck!

Anonymous

It's your face, ack, I hear you on the cost but I would be more concerned about getting a butched job. Yes, please speak up.

ClaraT

Veteran

So I'm dying to know: are you happy with the results so far? I'm going *tomorrow* for something similar to get rid of freckles/brown spots/some capillaries. I'd love to hear whether your results were as expected.

Mo

(website)

Veteran

Oh, sorry! Yes, I am happy so far. They called back that Mon. Were going to do a follow up call anyway when they got my message. The gentleman is a PA and it is common procedure for him to do some of the facials. They acknowledged the lack of explanation/forewarning could certainly be unsettling and apologized. I requested SHE do the work next time and that they put that in the computer or file or whatever. All good.
The black spots (they look kind of like pepper flakes) starting sloughing off a week to the day after the procedure. I have better, clearer skin already. There is still about half the spots not flaked off yet, mainly on my neck/jawline. I imagine next treatment will really seal the deal. The third appt. is for another method that does what I understand is a mild chemical peel on the stubborn brown patches only if they don't respond well to the IPL.

JayS

Veteran

Glad you're getting it worked out, Mo. I had my second fraxel laser treatment this past Thursday, so I completely understand. I've found that with any medical treatment, one can't ask too many questions. I ask the anesthetist if s/he will be the one administering anesthesia, and will be present the whole time. I find out who is performing the procedure and if anyone will be actively assisting. I figure it's my body and health and I have a right to know.
Laser procedures are somewhat common but they can go horribly wrong in untrained hands. You have every right to expect that the person at your consult will be doing the procedure unless otherwise stated. I think bait and switch about sums it up.
Good luck!

ClaraT

Veteran

Thanks for the update, Mo. My treatment today went smoothly, and it is too soon to tell what the results will be. I appreciate you sharing your experience.