I Had It Done and Didn't Like It: How to Support the Patient

The patient who arrives saying "I had it done and didn't like it" carries baggage: frustration, distrust, sometimes shame. They may be right, they may have had an unrealistic expectation, they may have gone through a real complication. In any case, the first consultation with you is a silent test: they want to know whether they will be heard or sold to.

Leading this conversation well takes patience and discipline so that you avoid two things: criticizing the colleague and promising the opposite of what the patient experienced.

What should you listen to first?

Make room for the whole story. Ask what was done, when, where, what they expected, what happened and what bothers them today. Take notes in their words. This account has clinical and emotional value, and it should not be interrupted.

The article active listening in the HOF consultation details the stance, and recording concerns in the patient's own words shows how to keep the account.

How do you avoid criticizing the colleague?

You hear one version, and you see today's result. You do not know what was applied, what the starting point was, or whether the patient followed the instructions. Criticizing in that scenario is unfair, and the criticism comes back when the patient repeats what you said, accurately or not.

• Describe what you see, not what you assume. "I see asymmetry between the two sides" is different from "this was done badly."
• Ask, don't conclude. "Do you have a record of what was applied?"
• Avoid adjectives. "Overdone," "badly injected" and "amateur" are judgments.
• Acknowledge the uncertainty. "I have no way of knowing what was done, but I can assess what is there today."

How do you assess the case?

Examine calmly, at rest and in movement. Ask for the patient's old photos, from before and after the earlier procedure. If possible, obtain the record of what was applied. Consider:

• How much time has passed since the procedure.
• Whether there is residual swelling, asymmetry, irregularity or nodules.
• Whether the concern is a real result or an expectation.
• Whether there is an ongoing risk or complication that requires immediate action.

For specific concerns, such as too much volume, see patient who has already had too much done and patient who wants to undo the filler. For someone treated elsewhere, patient who was treated elsewhere.

What should you say about what is possible?

Be cautious. Promising "I'll fix it" is easy, but risky. Explain what can be done and what cannot, what depends on time, and when a referral is the best option. In cases involving hyaluronic acid, hyaluronidase can be an alternative for dissolving the product, but the decision is clinical and full of nuances. Other materials are not reversible in this way.

How do you rebuild trust?

With transparency and small steps. Show the full plan, explain each stage and make clear that the patient can stop whenever they want. Avoid deciding everything at the first consultation, and prefer a more conservative approach, with an early follow-up. The article patient who does not follow instructions also helps in understanding the dynamics of trust.

How can Harmy help?

Remember that the patient's old photo showing the earlier result is not the ideal base photo. Use a current, standardized front-facing photo. See using the front-facing photo in the conversation.

What should you avoid?

• Promising a total correction. The body does not always respond as expected.
• Rushing the new procedure. The patient needs time to trust again.
• Downplaying their feelings. "It wasn't that bad" invalidates them.
• Using their case as a sales argument. Be discreet and respect their privacy.

The consultation with the patient who "had it done and didn't like it" is, in large part, a trust-rebuilding consultation. The gain is twofold: a patient who is cared for and a relationship worth more than any single procedure.