Workbook 3 CDNMCP01 2023 Eddition

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Australasian College of Natural Therapies *

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10510NAT

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Medicine

Date

Jan 9, 2024

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pdf

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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

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

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