Managing patient dissatisfaction and protecting your reputation with Dr Uzma Qureshi

Managing patient dissatisfaction and protecting your reputation with Dr Uzma Qureshi

In this episode of the Aesthetics Business Cast, Vicky Eldridge and Eddie Hooker are joined by Dr Uzma Qureshi, a GP with over 20 years of experience and Medical Director of the doctor-led, CQC-registered My Skin Clinic in Bradford. With a background that includes working as a lead clinician for the Health Service Ombudsman handling NHS complaints nationally, Dr Uzma brings a uniquely informed perspective to one of the most uncomfortable but important topics in aesthetics: what to do when a patient is unhappy. In this episode, Dr Uzma discusses: * Why aesthetics is a particularly challenging environment for managing dissatisfaction * The unique pressures faced by solo practitioners * How communication breakdowns sit at the heart of most complaints * A practical framework for responding: acknowledge, listen, empathise, explain, plan * Why defensiveness escalates complaints and how to avoid it * Building robust processes across the entire patient journey * The critical role of documentation and record keeping * How to handle negative online reviews and protect your reputation * Fostering a clinic culture where mistakes can be discussed openly * What the upcoming licensing regime and Trading Standards involvement will mean for practitioners * Her single most important piece of advice for handling dissatisfaction Whether you're running a clinic, supervising a team, or simply keen to be prepared for every scenario, this episode offers practical, real-world guidance from someone who has handled complaints at the highest level. For more on managing complaints, record keeping and protecting your practice, visit the Hamilton Fraser Content Hub [https://www.hamiltonfraser.co.uk/content-hub]. To find out more about Dr Uzma Qureshi and My Skin Clinic, visit myskyn.co.uk. [http://myskyn.co.uk.]

The US skincare disruptor: Post procedure care and Hydrinity's UK launch with Brent Nixon

In this episode of the Aesthetics Business Cast, Vicky Eldridge and Eddie Hooker sit down with Brent Nixon, Chief Operating Officer of Hydrinity Accelerated Skin Science, the fastest growing professional skincare brand in the US. With over 30 years of experience scaling high growth healthcare, aesthetics and technology businesses, including roles at Laserscope, GE Healthcare, Boston Scientific, CoolSculpting and Restoration Robotics, Brent brings a truly global perspective to the conversation. Hydrinity's origin story is unlike any other skincare brand. Born out of regenerative medicine and wound care science, the company originally developed advanced wound care products and drug delivery systems for oncology and hematology patients. That heritage now powers a unique dual-weight, injectable-grade hyaluronic acid technology that penetrates deep into the dermis, delivering visible results in as little as two weeks. In this episode, Brent discusses: * Why Hydrinity has chosen to launch in the UK and Ireland in partnership with Unique Skin * The science behind their proprietary low-molecular-weight HA and why it is a category disruptor * How clinics can rethink post-procedure care to reduce downtime, redness and complications * The "skinimalism" philosophy and why doing more with less boosts patient compliance * The launch of Retisone, described as the most significant advancement in retinol science in 10 years * How practitioners can reframe skincare conversations away from "selling" and toward better patient outcomes * What UK clinics can learn from the US market, and what makes the UK a critical global player Whether you are a clinic owner, practitioner or aesthetics business leader, this episode offers valuable insight into the future of skin health, regenerative aesthetics and post-procedure recovery.

Building an aesthetics legacy: Leadership, science and relationships with Lorna Bowes

In this special episode of Hamilton Fraser’s Aesthetics Business Cast, we’re joined by industry pioneer Lorna Bowes, Founder and CEO of AestheticSource. With over three decades in the sector, Lorna shares her journey from dermatology nursing in the early 1990s to building one of the UK’s most respected aesthetic distribution businesses. From founding BACN (now BAMAN) to shaping practitioner education and championing science led skincare, Lorna has seen the industry evolve from every angle. This episode dives into: • How the aesthetics industry has transformed over time • The shift towards regenerative, science led treatments • Why relationships and trust still define success • Lessons from building and scaling a business • The realities behind resilience, leadership and growth A must listen for clinic owners, practitioners and anyone building a business in aesthetics.

The future of aesthetics: regulation, safety and business growth in 2026 with Eddie Hooker

In this episode of the Aesthetics Business Cast, we’re joined by Eddie Hooker, founder and chief executive of Hamilton Fraser, for a wide-ranging conversation on the past, present and future of the UK aesthetics industry. With nearly 30 years of experience in cosmetic and medical malpractice insurance, Eddie reflects on how aesthetics has evolved, from informal practice to a sector facing increasing regulatory scrutiny, media attention and rising expectations around safety, professionalism and accountability. Together, we explore: * What regulation in aesthetics could look like and why it matters * How insurance protects not just practices, but patients and practitioners * The growing focus on wellness, women’s health and mental health * Emerging treatments, risk management and practitioner responsibility * Lessons from 2025 and what clinics should prepare for in 2026 This episode offers practical insight for aesthetic practitioners, clinic owners and industry professionals who want to build safe, ethical and sustainable businesses in a rapidly changing landscape. 🎧 Explore more expert podcasts, blogs and guidance on regulation, risk management and running a responsible aesthetics business in the Hamilton Fraser Content Hub [https://www.hamiltonfraser.co.uk/content-hub].

Dr Bob Khanna on the latest treatment trends transforming modern aesthetics Part 2

Welcome back to the Aesthetic Business Cast. In Part Two of our conversation with Dr Bob Khanna - world-renowned aesthetic practitioner, educator, and pioneer in facial aesthetics - we continue our exploration into the treatments and philosophies shaping the future of the industry. In this episode, we’ll be discussing the rise of non-surgical rhinoplasty, the principles behind achieving balanced facial proportions, and why mesotherapy and regenerative skin treatments are becoming essential tools in modern practice. We’ll also unpack the growing interest in polynucleotides and DNA-repair-focused therapies, and how clinicians can safely integrate these innovations by collaborating with the right experts. From recognising patient red flags, to the importance of ongoing training, to the mindset needed for ethical, artful, and regenerative practice, Dr Bob shares invaluable guidance for practitioners at every stage of their journey. Whether you’re an injector looking to expand your skillset, or a clinician curious about the future of aesthetics and cellular optimisation, this episode is full of insights you won’t want to miss.