Disputes in aesthetic practice: what can be done?

02 April 2021
Volume 10 · Issue 3


Disputes, grievances and complaints are increasing, but aesthetic practitioners often do not have the experience to handle these matters, and they are usually instructed to pass these over to their insurers. Dr Ross Martin explains the role of mediator and how they can help in such disputes

Mediators should encourage the participants to come to their own conclusions and prevent the problem from escalating

Wherever there are human interactions, it is inevitable that, at times, there will be disagreements. Disagreements can escalate to disputes. However, it is usually the case that, if one peers under the surface, there is common ground to be found.

‘If men would consider not so much wherein they differ, as wherein they agree, there would be far less of uncharitableness and angry feeling’ Joseph Addison (1672–1719)

I have always been interested in the anatomy of disputes. Perhaps this is because I have been on the receiving end of a few. However, I have no problem with analysing and discussing them.

Disagreements can arise in a variety of situations in the aesthetic sphere. It has been said that personnel problems can be the biggest issue for large organisations, and getting to grips with employment law can be daunting. However, for most smaller organisations, the biggest source of conflict is likely to be patient dissatisfaction. This can easily escalate into time-consuming and counterproductive efforts to resolve the problem.

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