CLIENT CONSULTATION  

A consultation is a one-to-one talk with your client. Here you will find out very important and confidential information that will help you to advise and give clients the best treatment.  

Always introduce yourself to your client. The consultation is often carried out in the room in which you are working and should be carried out before the client gets undressed in case there is any reason that they cannot be treated.  

There are three skills required as part of the consultation:  

Observation - what can you observe about the client? Are they nervous, extrovert, holding their body in such a way that might give indications for treatments, poor posture etc?  

Verbal Questioning – gain the information required.  

Physical Examination – what can you physically see and feel on the client? This third part is only carried out once you have assessed that, so far, the client is suitable for treatment.  

Approximately 5-10 minutes should be allocated to carry out the initial consultation. Ideally you should be sitting face to face or next to your client to create an open atmosphere. Avoid barriers such as a couch or a table coming between you.  

Use open questions to tactfully encourage the client to give you information that you need rather than interrogating them and asking lots of direct and often personal questions. Use the record card as a prompt rather than a list to tick off.  

Record Keeping  

• Records must be maintained for a number of reasons:  
• They provide contact details in case you have to alter or cancel an appointment.  
• So that you can monitor the client’s progression.  
• To track any aftercare advice that you have given the client.  
• As a backup in case the client has an adverse reaction to a treatment.  
• Another therapist should be aware of what treatments and products the client has had.  

Important Information  

The following information should be recorded for all clients:  

Personal details: 

- Full name, address, contact number, GP’s name and address.  

A detailed medical background including:  

- Specific contra-indications 

These should be noted accordingly. You will probably find as you go through that the client will lead you rather than you having to read off a list, as this can be quite unnerving for the client.  

- Medication 

What medication are they taking and for what condition? If a client is taking medication it will give you clues to their health.  

- Are they consulting a GP on a regular basis or under a consultant and if so for what condition? 

If so, you may need to check further their suitability for treatment.  

- Have they had recent surgery? 

You will need to consider scar tissue, and there may be post-operative precautions you need to take. Many people find it takes a while to get anaesthetic out of their system and may feel low.  

- Life changing illnesses 

Includes: arthritis, cancer, any disablement, AIDS, epilepsy, diabetes, stroke and depression.  

- Accidents 

What implications do these have? Have they had to have surgery? Do they need referral to other professionals? Will your treatment plan need adjusting?  

Other Information:  

- Physical fitness 

How fit is the client? A client may think they are fit, and many will say they are fitter than they really are. A resting pulse will give you a guide.  

- The client’s occupation and lifestyle 

These factors will give you a rough indication of free time and budget to consider before negotiating a treatment plan. This information will give you clues as to where the client may have stress and muscular tension.  

- Life changing conditions 

Includes: puberty, pregnancy, menopause, retirement, bereavement, divorce and any illness.  

- Hobbies 

It may be useful to find out the client’s interests, this will also give you an idea of levels of activity and spare time.  

- Personality, temperament and emotional state 

Not the sort of question you can ask but you can make a mental note of it. These factors will help to indicate which oils or zones to work on further.  

- Disclaimer and date 

Always add a disclaimer and the client’s signature to verify that the information the client has given you is, to the best of their knowledge, true and correct.  

Client records can be stored electronically or filed manually and should be updated at every visit. If record cards are not updated and do not contain a history of services and dates, you may find your insurance invalidated.  

Records cards must be kept for three years, as medical claims can be made up for up to that period. If a client is under 21 years of age, it is recommended that their record card be kept until they are 21 years of age.  

Client confidentiality must be protected at all times. If a salon holds computerised records, they must register with the Data Protection Register. If a salon only holds written records, this does not apply, but they must uphold the principles of the Data Protection Act and comply with the following:  

• All info information must be accurate and necessary to the service or treatment to be performed.  
• Individual client records must be available for the clients to view if requested.  
• All information must be stored securely by password protected computer file.  

Any contra-indications and possible contra-actions must be identified and discussed prior to the service. In the case of medical referral, the practitioner should keep a copy of the GP’s letter with the client’s record card. 

Always allow the client the opportunity to question and clarify any points before signing the record card. On the following pages are examples of consultation forms which you can adapt to suit you.