FRANCHISE EMPLOYEE HANDBOOK WELCOME TO SKIN REJUVENATE 1.0 GENERAL EMPLOYEE TABLE OF CONTENTS 1.0 Company Overview 04 I1.1 What is the employee handbook? 05 1.2 Updates to the manual 05 1.3 Manual version control 05 1.4 Meet the Skin Rejuvenate Team 06 12.0 LOOK GUIDE 12.1 Grooming 15 12.2 Dermal Therapists Staff Uniform 15 12.3 Injectable Staff Uniform 16 12.4 Support Staff Uniform 16 13.0 INJECTABLE STAFF 3.1 Start of Day 18 14 17 1.5 Heath and Safety 04 1.6 Confidentiality 05 1.7 Sales and Products 05 1.8 Presentation 05 1.9 Internet and email 06 11.10 Support 06 3.2 Treatment/ Consultation 18 3.3 Cosmedcloud 18 3.4 Photos 19 3.6 Start/ end of day stock check 19 3.7 Entering a patient with a current S4 script 3.5 DD Book 19 3.7 Entering s4 stock from a supplier 20 3.8 Transfer of S4 stock between clinics 20 3.9 Storing of s4 medication 20 3.10 End of day 21 3.8 Entering a new patient 20 4.0 COSMETIC USE OF ANTI WRINKLE INJECTIONS 4.1 Wrinkle Formation 21 4.2 Adverse Events 23 4.3 Dosing 4.4 Treatment 24 4.5 Hyperhidrosis 24 5.0 DERMAL FILLER 5.0 Contraindications 27 5.1 Side Effects and adverse events 27 5.2 Hyalase Protocol- emergency use of hyalese 28 5.3 Immediate action if an injector suspects vascular occlusion 28 5.4 Administering Hyalase for Vascular occlusions 39 5.5 Non- emergency Hayalse protocol for unwanted aesthetic outcome 29 5.6 Vasovagal episode 30 5.7 Anaphylaxis protocol 30 21 23 25 6.0 CHIN FAT REDUCTION 6.1 Treatment and Aftercare 31 6.2 Common Short term side Effects 32 31 1 19 2 7.0 HOW IS PRP TREATMENT PERFORMED 7.1 Recommended treatment plan 32 7.2 Expected Outcome 32 7.3 Post care instructions 35 7.4 PRP treatment protocol 35 8.0 TREATMENT COSUMABLES 9.0 DERMAL THERAPISTS 9.1 Start of Day 40 9.2 Treatment/ Consultation 40 9.3 End of Day 40 10.0 CHEMICAL PEELS 10.1 Types of Acid 41 10.2 Frosting 41 10.3 Benefits 41 10.4 Classification of peel depths 41 10.5 Chemical peel promotes 42 10.6 Skin Preparation 42 10.7 Preperation Time 42 10.8 Relative Contraindation 42 10.9 Absolute Contraindication 43 10.10 Safety Protocol 43 32 7.5 Haytox (BTNA for hayfver) 36 39 41 10.11 Initial Consultation 43 10.12 Aftercare Advice 43 10.13 Expected Side effects 43 11.0 MESOESTIC PEELS 11.1 Basic Protocol 44 12.0 WIQO 12.1 Indications 46 12.2 Benefits 46 44 46 12.3 Key Actives 46 12.4 Contraindications 46 12.5 Expected reations post treatment 46 12.6 Side effects 12.7 Protocol 47 12.8 Tips 47 12.9 Warnings 47 12.10 Contraindications 47 12.11 At home protocol 47 12.12 Aftercare 47 12.13 Advanced Cosmeceuticals 47 13.0 COSMEDIX PEELS 13.1 Sculpted mask 49 13.2 Blueberry Smoothie 49 13.3 Pomegrante Peel 50 13.4 Level 1 + Retinol essential peptide 51 13.5 Level 2 Deep sea peel 51 13.6 Level 2 + Retinol - Timeless 52 13.7 Benefit Peel 52 13.8 AST Academy Lead 53 47 13.9 Peel Guide 54 49 14.0 SKIN NEEDLING 14.1 - 2 weeks prior to treatment 55 14.2 - 1 week prior to treatment 55 14.3 Post care instructions 56 14.4 Post procedure care 56 14.5 Side Effects 57 14.6 Treatment 57 14.7 Reccomended depths 58 14.8 Important Information 58 37 55 14.9 Cartridge insertion 59 14.10 Post Treatment 59 14.11 Klinic Solutions 59 15.0 MESOTHERAPY 15.1 Mesoestic ampoules 60 15.2 Possible cocktails 61 16.0 RF SKIN NEEDLING 16.1 Benefits 63 16.2 Contraindications 64 17.0 DIODES LIGHT EMITTING (LED) 18.0 EMSHAPE 18.1 Treatment areas 66 18.2 Introduction of system function interface 66 18.3 Safety instructions 67 18.4 Results 67 18.5 Contraindications 67 60 63 65 66 19.0 LYMPHATIC DRAINAGE MASSAGE 19.1 Lymphatic drainage massage considerations 68 19.2 How to prepare 68 19.3 Protocol 68 19.5 Lymphatic drainage massage benefits 19.6 Contraindications 70 19.7 Aftercare advice for manual Lymphatic Drainage 70 68 19.4 How to perform lymphatic massage on legs 68 68 20.0 DERMAPLANING 20.1 Benefits 71 20.2 Contraindications 71 71 20.3 Protocol 71 20.4 Aftercare 21.0 TREATMENT CONSUMBALE S 22.0 SUPPORT STAFF 22.1 Start of Day 75 22.2 End of Day 75 22.3 Patient Check in procedure 75 22.2 Patiemt Check out Procedure 23.0 MEMBERSHIPS 24.0 PAYMENT/ BANKING 24.1 Zippy 76 24.2 Afterpay 76 24.3 Petty Cash 76 24.4 Banking 24.5 Gift Vouchers 72 73 74 75 76 76 77 77 25.0 COSMEDCLOUD 27.1 Login 80 27.2 Creating an appointment 80 27.3 Documentation 85 27.4 Scripting 25.0 DRINK STATION 26.0 OPERATING PROCEDURES 26.1 Sanitary bins 78 26.2 Needle bins 78 26.3 Dry Cleaning 78 26.4 Stationary 26.5 Stock 78 78 78 78 79 86 3 27.6 Rescheduling an appointment 89 27.8 Add a client to the waiting list 92 27.9 Confirming appointments 27.10 Client Check in status 95 27.11 Invoice an appointment or product 27.12 Refund a product of Service 101 27.13 SMS Messages 104 27.14 Online Booking 104 27.15 Stocktake 104 27.16 Building packages when invoicing 108 27.7 Find Availability in the appointment book 90 95 96 27.5 Cancelling an appointment 88 4 GENERAL EMPLOYEE 4 5 1.0 COMPANY OVERVIEW COMPANY OVERVIEW At Skin Rejuvenate, we pride ourselves on offering our clients a customised, personalised and unique experience. All our staff are trained to offer you a friendly, relaxed and welcoming atmosphere, where your needs come first. We believe in building an honest and trusting relationship with each client and undergoing the journey with them to find their inner happiness. OUR HISTORY Established in 2016 Skin Rejuvenate has quickly expanded to an industry leader in cosmetics. With multiple award-winning clinics with a team excelling in the cosmetic and aesthetic fields. OUR MISSION To combine the art of aesthetics with the science of medicine to help individuals become their best self 6 INTRODUCTION 1.1 WHAT IS THE EMPLOYEE HANDBOOK? This handbook details your obligations as a Skin Rejuvenate Employee and provides the information referred to in your contract. In particular, this Manual sets out important information regarding the set-up and operation of your Clinic. This Manual will be updated from time to time as we (Skin Rejuvenate) see reasonable and clinics will be notified when anew version is released. We encourage you to keep up to date with the policies and procedures on the SR Intranet, which are accessible via "www.srworldaus.com.au" When we make an amendment or otherwise update the requirements set out in this Manual, we will provide you with a reasonable amount of time to effect any changes required for your Clinic. VERSION NUMBER PURPOSE/ CHANGE DATE 0.1 1.2 UPDATES TO THIS MANUAL 1.3 MANUAL VERSION CONTROL 7 Franchisee Owner Carissa Rowse Dermal Therapist Chloe Hyde Injectable Nurse Claire Regan Dermal Therapist BALDIVIS CLINIC Franchisee Owner Joel Canning Dermal Therapist Alexia Smith Injectable Nurse Louise Gatenby Clinic Coodinator MOUNT HAWTHORN CLINIC 1.4 MEET THE SKIN REJUVENATE TEAM MEET THE SKIN REJUVENATE FRANCHISE TEAM Abigail McInnes 8 Executive Administrator Marketing Director Samantha Catania EAST PERTH CLINIC Nurse Educator Deb Harris Jemma Gleeson Abbie Martin Jenna Reti National Franchise Sales Manager Managing Director Joshua Mills Jasmine Nielsen Operations Manager Tamsyn Mackie Shevaun Fitzpatrick Dermal Therapist Maria Rodrigues Injectable Nurse Clinic Coordinator Clinic Coordinator Shana Ljuboja Sammy Tysoe Saara Ismail Dermal Therapist Dermal Therapist Dermal Therapist Alexia Smith Nurse Director Injectable Nurse Clinic Coordinator Clinic Coordinator Priscilla Rafferty Tahlia Ilarda Marie Nunes Jasmyn Smylie Rada Josipovic COTTESLOE CLINIC ROCKINGHAM CLINIC Receptionist Aishia Lewis Clinic Coordinator Clinic Coordinator CARINE CLINIC It is important that employees adhere to Skin Rejuvenates strict patient confidentiality policies at all times. Please note that information relating to your employment, in particular your pay and contract conditions, is to remain confidential as stated in your employment contracts. PATIENT CONFIDENTIALITY EMPLOYEE CONFIDENTIALITY Product knowledge is an essential sales skill. Understanding Skin Rejuvenates products' features allows you to present their benefits accurately and persuasively. Customers respond to enthusiastic sales staff who are passionate about their products and eager to share the benefits with them. your own experiences using the products product/ services brochures feedback from customers internal sales records your team members training Customers are more likely to trust sales people who show confidence in themselves and what they are selling. You can build this confidence by increasing your knowledge of Skin Rejuvenates products or services. Use a variety of sources of information to learn about Skin Rejuvenates products or services, including: KNOWING SKIN REJUVENATE'S PRODUCTS AND SERVICES GET TO KNOW SKIN REJUVENATE'S PRODUCTS AND SERVICES 9 Employees are expected to work in a safe and compliant manner, and to observe all workplace health and safety rules and responsibilities at all times. Annual training will be provided on our Health and Safety policies and Fire Procedures, and compliance is mandatory. 1.5 HEALTH AND SAFETY 1.6 CONFIDENTIALITY 1.7 SALES AND PRODUCTS Vacuum & Mop the clinic floors including treatment rooms Ensure the reception area is clear of clutter and wiped down - We don't want clutter on the desks it should only have business cards and SR Skincare Ensure all shelves/coffee tables are wiped down and dust free Ensure rubbish is cleared out of the clinic at the end of each day Shelving wiped down and retail stock to be replenished - Daily Any laundry to be out of public view Bathroom to be clean and stocked (ensure there is toilet paper, paper towels, and hand soap) Flag any maintenance requirements for the clinic with the Operations Manager Clean kitchen bench and sink with all Utensils/plates put away Ensuring all windows and glass doors are kept clean daily We're a luxury cosmetic clinic and we need to present as such. A reminder that each day the following needs to be done: MUSIC Spa music playlists on spotify to be played only SCENT Scent Australia scent to be turned on prior to first client walking in the door CLEANLINESS OF THE CLINIC ETIQUETTE Answer the call within three rings. Immediately introduce yourself. ‘Thank you for calling Skin Rejuvenate, this is Jane, how may I help you?’. Speak clearly, repeat information back where necessary, and ensure accurate spelling. Actively listen. Use proper language. Ask before putting someone on hold or transferring a call. Be mindful of your volume and upbeat and positive tone. If there are any missed call, the number should be called back as soon as possible. Use a clear and informative professional subject line i.e.: Client Query: Injectables (Jane Doe). Formal greetings such as ‘Hello...’ or Dear...’. An opening line such as ‘Thank you for your email, we hope you are well.’ Appropriate spacing between sentences for ease of reading. Proofread every email you send PHONE EMAIL 10 1.8 PRESENTATION Be mindful of speaking professionally and at a lower volume especially when clients are getting treatments done. Be mindful of what you are talking about to your colleagues in front of the clients. Confirm their full name and best contact number. The date of appointment. The time of appointment. Which clinic the appointment is at. Which Doctor, Nurse or Therapist it is with. What treatment it is for. Advise them of parking. Advise them of the cancellation policy. IN-CLINIC For all correspondence always be sure to communicate the following: All employees should treat our company's property (i.e.: laptops and equipment), whether material or intangible, with respect and care. Employees should not misuse company equipment or use it frivolously. Employees should respect all kinds of incorporeal property. This includes trademarks, copyright and other property (information, reports etc.). Employees should use them only to complete their job duties. Employees should protect company facilities and other material property (i.e.: equipment) from damage and vandalism whenever possible. USE OF COMPANY PROPERTY 11 While we don’t want to restrict our employees’ online access, we do expect our employees to exercise good judgement and remain productive at work while using the internet and social media. Any use of our network and connection must follow our confidentiality and data protection policy. You will be provided with your own company email address upon the commencement of your employment with Skin Rejuvenate. You will need to check this regularly for email communications and action items. It will also be used for signing onto other clinical systems. When representing Skin Rejuvenate using email, please ensure that you remain professional and that strict patient confidentiality has been adhered to. Please note that Skin Rejuvenate does have the right to monitor employees’ email and website history. All employees have an automatic email signature set. This must not be tampered with. INTERNET EMAIL 12 1.9 INTERNET AND EMAIL 13 If you have any general questions in relation to the set-up and operation of your Studio or your obligations under your Agreement, you should contact Skin Rejuvenate Support via the Skin Rejuvenate Intranet ( srworld.com.au) , where our support team will respond to you as soon as possible. Skin Rejuvenate Training Programs incorporate sophisticated technology, which is the hallmark of the Skin RejuvenateTraining system. The Skin Rejuvenate Manual will provide you with a series of detailed instructions and guidelines relating to the set-up and operation of technology in your Clinic. You will also be provided with further guidance in relation to operating the technology in your Clinic during the initial training. In addition, Skin Rejuvenate has a team to assist with tech enquiries (CRM system etc) to field your questions. If you have any issues with the technology in your Clinic, you should immediately email support@skinrejuvenate.com.au, where our tech team will respond to you as soon as possible. You can also consult the Skin Rejuvenate Intranet for a series of troubleshooting tips for the technology in your Clinic. SKIN REJUVENATE TECH SUPPORT 1.10 SUPPORT 2.0 LOOK GUIDE 4 14 FOUNDATION & FACE POWDER A flawless finish creates a perfect base on which to enhance your facial features. Use tones that blend naturally with your skin colour BLUSHER Warmer skin tones shoulduse peach and coral colours Cooler skin suits pink tones. Soft natural colours should be used that not only complement your skin but also the uniform. LIPSTICK AND LIP GLOSS COLOURS Female lips should not be bare Clear or tinted lip gloss may be worn without lipstick Don't use sparkly lipsticks or glosses Lip gloss may be worn on top of lipstick LIP LINER The liner must be a similar colour to the lipstick and applied to the natural lip line and not outside EYES Only natural shades of brown and light bronze may be worn Eye shadows must be complementary to your skin tone Liquid or pencil eyeliner may be worn in black or brown. It must not be appplied to create heavy appearance or draw past the outer corner of the eye False eyelashes must appear natural and no longer than a natural length. To ensure eyes are enhanced rather than overwhelmed with makeup, follow these guidelines: 2.2 DERMAL THERAPISTS STAFF UNIFORM APRON Aprons are to be crease free and neatly worn when completing a service on a patient. SHIRT PANTS The length of the black pants you choose to wear must be level with the floor with shoes off SHOES Scuff free black enclosed flat shoes are to be worn. NOTE All staff should maintain high levels of personal grooming and hygiene, including general cleanliness and body odour. Black plain cardigans can be worn in winter. The shirt must be crease free and worn neatly tucked into pants Supplied name badges should be placed on the right-hand side of the top. 2.1 GROOMING The condition of your hands and nails says a lot about your personal care so it is essential they must always be kept clean and well-manicured at all times. Injectable staff are not permitted to wear artificial nails or nail varnish. and should be kept short (<0.5cm long). Please refer to the world health organisation guidelines. JEWELLERY All jewellery worn must be kept to a minimum. The items worn should be subtle in gold, silver or rose gold. Hair should be kept clean and neatly styled at all times. Must not have visible hair extensions. Regrowth must be maintained May have highlights as long as they do not differ too much from your natural hair colour. Must not be dyed to unnatural colours Don't use hair products that give the appearance of wet or greasy look. NAILS HAIR 15 12.3 INJECTABLE STAFF UNIFORMS SHIRT The top must be crease-free and worn neatly untucked Supplied name badge should be placed on the right-hand side of the top. (Opposite the logo) PANTS The length of the black pants you choose to wear must be level with the floor with shoes off SHOES NOTE All staff should maintain high levels of personal grooming and hygiene, including general cleanliness and body odour. Black plain cardigans can be worn in winter. Scuff free black enclosed flat shoes are to be worn. 12.4 SUPPORT STAFF UNIFORMS DRESS CODE The support staff is required to wear black corporate attire. Clothing should be clean, ironed, and kept in good condition. All staff should maintain high levels of personal grooming and hygiene, including general cleanliness and body odour. No excessive body exposure, or clothes that may be perceived as offensive. All support staff are to wear black business attire and black shoes Shoes must be appropriate for a clinic environment and no sandals, thongs, sneakers or inappropriate shoes are permitted. 16 INJECTABLE STAFF 17 3.0 DAILY TASKS If first in the clinic turn off the alarm using your unique alarm code. Clock in using TANDA app on the clinic iPad. Check the fridge temperatures and log these. Log into DD book and perform a stock check. Confirm with CC which patients need a script. Send the script list via WhatsApp to whichever Dr is scripting that day. Check you have all supplies you need for the day. If not tell your CC. Call your first patient through. 3.1 START OF DAY: Select your patient from the schedule Click on the photo and this will open their notes. Click the blue button (+new) in the upper right corner and select New Treatment Note. Check any clinical history If a script is required, it will be shown in red. Select that and the script list will appear. Scroll to the bottom and select all. Sign in the box and sect request script. You will then be returned to the notes page and there will be a box saying Open Video Call. Select that and a small black box appears in the upper right corner. Maximise that and wait for the Dr to answer. Once they answer introduce the patient and briefly explain the treatments you are performing and if there are any contraindications. The Dr will then ask their own questions and approve treatment. If you have a difficult patient that you do not want to treat or feel they are red flag patients start your facetime with "I need a second opinion", explain what you want and why you don't want to treat, and the Dr will agree with you, therefore, taking the onus for declining treatment off you and onto the Dr. Once the Facetime is complete you can proceed with the treatment 3.2 TREATMENT/ CONSULTAION Discuss concerns with the patient and advise treatment goals and cost. Negotiate until both the patient and you are happy ensuring realistic expectations. If your patient does NOT want to follow your recommendations advise them that it will minimise their results and DOCUMENT it in your notes. Discuss the risks and side effects 3.3 COSMEDCLOUD 18 3.4 PHOTOS On the top tab select photos Select treatment Take photos against a black background if possible and in Portrait mode. 1: straight on. 2: 45 deg. 3: 90 deg left and right. If treating with wrinkle relaxers also take photos of muscle activity. Cleanse the area and mark out your plan with your patient in a sitting position as gravity changes the face when your patient lays back. Treat as planned. Complete your patient card for the front desk. Check all is well with your patient and confirm aftercare instructions. Give the patient a completed implant card if they have had dermal fillers. Hand over to CC and advise whether you are booking in for 2 or 4-week review. Write notes including batch numbers and expiry dates of medications used. Add an entry to DD book. 3.5 DD BOOK At Skin Rejuvenate we use an electronic drug book which is on your iPad. You will receive a log in and password to access this upon commencement of your employment. Your patients’ treatments must be added to this and checked at the beginning and end of the day. 3.6 START/ END OF DAY STOCK CHECK You must perform a stock check at the beginning and end of each day. To achieve this open DD book on your iPad in Safari Select 'stock check'. Check DD numbers match what you have on the shelf and click the check box. Enter name and password. If there is a discrepancy alert your clinic coordinator immediately. The filler should be correct. Anti-wrinkle may be out by a few units. Perform a manual count of anti-wrinkle weekly if you are the only nurse and at the end of your shift if there are multiple nurses within the clinic 19 3.7 ENTERING A PATIENT WITH A CURRENT S4 SCRIPT Open DD Book on Safari. Select 'supply to patient'. Enter the first name of the patient and a list will drop down to select your patient. Enter the prescriber details. Enter the first 3 letters of the product example ‘teo’ for teoxane products. Select the product from the drop-down menu. Enter the amount of product used Add name and password and OK If more than 1 item is used select OK & MORE, and the DDBook will save the name and prescriber. Once all have been entered select Ok. *NOTE* Xeomin is entered as .25.50 etc as there are 100 units in a vial