When something goes wrong after a treatment, the client rarely rings the nurse. They message the clinic. And the first person to read that message is whoever is on your front desk. They are not nurses, and they are not meant to be. But in that moment they are holding something that may be serious, and what they say next matters.

These are the documents my own front of house team work from at Eltham Cosmetic Clinic, rewritten for any clinic. It gives your admin team the exact words, the order of steps and the confidence to handle a worried client calmly, quickly and inside their scope, without promising anything nobody can know yet and without stepping into clinical territory.

What is inside

Vascular Occlusion Protocol (admin and front of house, 6 pages). What a vascular occlusion is in plain terms, the words clients actually use when they have one, what your team should do in order, what to say word for word, and what they must never say.
Skin Responses Protocol (admin and front of house, 11 pages). The same structure for the skin responses clients message about after treatment, with a simple traffic light so your team knows what is normal, what needs a call back today and what needs the injector now.
Vascular Occlusion Desk Cheat Sheet (1 page). The whole response on one page: what the client might say, the steps in order and who to call. Print it in colour, laminate it and keep it by the phone.

The protocols are print-ready PDFs with spaces for your clinic's own numbers and escalation contacts, so they read as yours from day one.

Resources only. This edition is the documents on their own: no video course, no quiz and no certificate. If you want your team trained on screen and certified for your staff file, the full package with the Front of House Training course is AU$247.

Delivered straight after checkout. Licensed for use within the purchasing clinic.