Delivering a premium experience in your medi-aesthetic clinic
The Modern Patient Experience 2026 – 2027
Today’s medi-aesthetic patients don’t simply choose a treatment. They evaluate your expertise, compare clinics, and decide whether they trust you often before they ever step through your door.
Based on insights from 795 medi-aesthetics patients across the UK, Ireland, and the United States. The Modern Patient Experience 2026 – 2027 explores what patients expect before, during, and after treatment. Discover how premium clinics create more consistent, confidence-building experiences at every stage of the journey.
“Patients want to feel remembered and valued, not constantly sold to. When you can combine good communication with genuinely great patient experience, that is what creates loyalty. They go from being our clients, to our friends that instill their trust with us.”
Marion Hand, Spa Manager,
Florida Lakes Spa
“As a practice grows, the challenge is making sure patients can still access the support they need. The right infrastructure allows us to scale while making sure patients are supported from their very first interaction, and our clinical teams can focus their time where it matters most: with the patient.”
Professor Caitriona Ryan
Consultant Dermatologist, Co-Founder, Institute of Dermatologists.
“You’ve got to be educating clients, because that’s what builds trust.”
Daisy Kellow,
Studio Manager, Zapp Laser Studio
“Delivering exceptional care doesn’t start in the treatment room. It begins from the moment a patient decides to book. Every interaction before they arrive contributes to the trust they place in the clinic.”
Professor Nicola Ralph
Consultant Dermatologist, Co-Founder, Institute of Dermatologists
Four key findings
finding one
Confidence starts
before the booking
86% of patients send an enquiry before they book. They arrive with questions, not a credit card. That first reply is where a clinic earns confidence — or loses it.
finding two
Every message either steadies a patient or unsettles them
87% of patients call a booking confirmation important. 84% say the same about reminders. Confirmations, reminders and pre-appointment messages stopped being admin a long time ago. Patients read them as evidence that a clinic is professional and prepared.
finding three
Follow-up is the cheapest trust you can buy
74% of patients who leave without a treatment quote say they wanted one. The consultation ends. The decision doesn’t. What lands after the visit carries as much weight as what happened in the room.
finding four
Timing beats frequency
Only 17% of patients want more than one reminder. 59% pick the 24-hour mark and stop there. Patients aren’t asking clinics to talk more — they’re asking them to time it better.
Every interaction matters.
From the first message to long after the treatment is complete.
Get the full findings from 795 medi-aesthetic patients and discover how leading clinics are building trust at every stage of the patient journey.
Let’s talk through the findings face to face
Come and compare notes with the Phorest team and the clinics already acting on the research.
4 – 6 Dec
4S Summit Miami
Further Reading
Explore more insights from Phorest on our blog. Browse practical articles, expert perspectives and industry trends to help your clinic build stronger patient relationships before, during and after treatment.
You’ve done the research.
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