Clinic Technology and AI
Running Virtual Consultations for an Aesthetics Clinic
How to run virtual consultations for an aesthetics clinic: what suits video, privacy and consent, a simple workflow, and when to see clients in person.
Key takeaways
- Virtual consultations suit introductions, expectation-setting, and follow-ups — not hands-on assessment.
- Whether a prescription treatment can be assessed virtually is a question for your medical director and college policy.
- Use a secure video platform, confirm identity, and record consent and notes as you would in person.
- A clear booking, preparation, and follow-up workflow makes virtual consultations feel professional.
Many clients want to talk to a practitioner before committing to a trip to the clinic. Video calls make that easy — for busy professionals, clients in rural areas, and anyone who wants to understand their options first. This guide explains how to run virtual consultations for an aesthetics clinic: what they're good for, where their limits are, and how to set up a workflow that's safe, private, and efficient.
It's written for Canadian clinics, with Ontario examples. Rules on virtual care differ by profession, so treat this as a practical starting point and confirm the details with your college and medical director.
What a virtual consultation can and can't do
A video call is a conversation, not an examination. It works well for some parts of the client journey and poorly for others. Being clear about this from the start — on your booking page, in the confirmation, and at the beginning of the call — keeps expectations realistic and protects both the client and the practitioner.
Good uses
- Introductory consultations to discuss goals, concerns, and treatment options in general terms.
- Setting realistic expectations about results, number of sessions, downtime, and cost.
- Reviewing medical history and intake forms the client has already completed.
- Follow-ups after treatment, such as checking how a client is feeling or reviewing progress photos.
- Skin care routine reviews and product questions.
Limits
- Lighting, camera quality, and angles make visual assessment unreliable.
- Practitioners can't palpate tissue, assess skin texture properly, or examine areas closely.
- Some assessments that inform treatment decisions need to happen in person.
- Urgent concerns, such as a suspected complication, need prompt in-person or emergency care — not a scheduled video call.
Choosing a platform for virtual consultations
Consumer video apps are convenient, but a clinic handles personal health information. When choosing a video platform, consider:
Platform checklist
- Encrypted, secure connections, with unique meeting links for each appointment.
- A waiting room or admit function so clients don't join another call by mistake.
- Clear information on where data is stored and whether calls are recorded.
- A business account controlled by the clinic, not a practitioner's personal account.
- Easy joining for clients, ideally from a browser without installing software.
- Integration with your booking system so links are sent automatically.
Privacy obligations apply to virtual care just as they do in the clinic. Ontario health information custodians should consider PHIPA; others may fall under PIPEDA (opens in a new tab). If you're unsure how a platform handles data, ask the vendor in writing and get privacy advice.
A step-by-step virtual consultation workflow
- Booking: offer a clearly labelled "virtual consultation" appointment type with its length, cost or deposit (if any), and what it can and can't cover.
- Confirmation: send the date, time in the client's time zone, the video link, and simple instructions for joining.
- Pre-visit forms: ask clients to complete digital intake and medical history forms beforehand, so the call can focus on the conversation.
- Preparation notes: suggest a quiet, private, well-lit space, a charged device, and a stable connection.
- Reminder: send a reminder with the link a day before and again shortly before the call.
- The call: confirm identity, check that the client is somewhere private, and confirm a phone number in case the connection drops.
- Documentation: record notes as you would for an in-person visit, including that the consultation was virtual and any limitations.
- Next steps: book an in-person assessment or treatment where appropriate, and send a written summary of the general information discussed.
Consent and documentation for virtual consultations
Clients should understand what a virtual consultation involves before it starts. Many clinics add a short virtual care consent to their intake forms.
What a virtual care consent might explain
- The purpose and limitations of a video consultation.
- That an in-person assessment may be needed before any treatment.
- The privacy risks of video calls and how the clinic protects information.
- Whether the call is recorded (many clinics choose not to) and how notes are stored.
- What to do in an urgent situation instead of waiting for a call.
Have your clinical lead and privacy adviser review the wording. For more on records, see injectables consent documentation and moving from paper to digital intake and consent forms.
Handling photos shared before or after a call
Clients often want to send photos so the practitioner can see their concern. Photos are personal health information, so handle them carefully:
- Ask clients to upload photos through a secure form or client portal rather than by social media message or regular email.
- Store photos in the client's record, not on a practitioner's personal phone.
- Use photos to support the conversation, while recognizing their limits for assessment.
- Never reuse a client's photos in marketing without separate, documented consent.
Training your team for virtual consultations
Virtual consultations involve more people than the practitioner on the call. The front desk books them, answers questions about joining, and handles the next steps. A short training session and a written procedure help everyone deliver the same experience.
- Front desk: explaining what a virtual consultation covers, sending links and forms, and helping clients test their connection.
- Practitioners: confirming identity and location, knowing when to stop and book an in-person assessment, and documenting consistently.
- Everyone: what to do if a client mentions a possible complication or urgent concern during a call, and how to escalate it to a clinician immediately.
Run a few practice calls internally before offering virtual consultations to clients. It's the easiest way to find problems with lighting, sound, links, or the booking flow before a client does.
Making virtual consultations feel professional
A virtual consultation is often a client's first real interaction with your clinic. Small details matter:
- Start on time, and contact the client by phone if you're running late.
- Use a quiet, private room with a neutral background and good lighting.
- Introduce yourself with your name and professional designation.
- Have the client's intake form open before the call starts.
- End with clear next steps and send them in writing.
- Avoid rushing: leave a few minutes between calls so you can finish notes and start the next one on time.
MedClinora supports virtual consultations through a connected video account, alongside online booking, appointment reminders, digital forms, and client records with a consent and treatment-photo timeline — so the video link, forms, and notes stay connected to the client. See the features page for details.
Can Botox be prescribed after a virtual consultation in Canada?
That depends on the prescriber's college policies and professional judgement, and is a question for your medical director. Many clinics use virtual consultations for discussion only and require an in-person assessment before any prescription treatment.
Should aesthetics clinics charge for virtual consultations?
Some clinics charge a fee or a deposit credited toward treatment; others offer short introductory calls free. Whatever you choose, state it clearly when the client books.
Is Zoom or FaceTime okay for a virtual consultation?
Consumer apps may not suit a clinic's privacy obligations. Use a business account on a platform with appropriate security, understand where data is stored, and get privacy advice if you're unsure.
What should I document after a virtual consultation?
Record the same details you would for an in-person consultation, plus the fact that it was virtual, the client's location at the time, any limitations of the assessment, and the agreed next steps.
Virtual consultations can make your clinic more accessible and help clients arrive at in-person visits informed and ready. Keep them within clear limits, protect privacy, document carefully, and follow your college's guidance. For related reading, see what to look for in a medical spa CRM.
Sources and further reading
General information only. This article is educational and isn’t legal, tax, financial, or clinical advice. Requirements depend on your province, your professional college, your role, and the treatments you offer — confirm them with the relevant regulator or a qualified adviser.
