What happens if you are not happy — or if something goes wrong
Aesthetic results vary, and no injector — including us — gets every outcome exactly right the first time. What matters is what the practice does about it. This page sets out our policy in advance, so you know it before you book rather than after.
Follow-up and touch-ups
Neurotoxin takes up to 14 days to reach full effect. We offer a two-week follow-up visit for every new patient and any patient who asks for one. If a treated area is under-corrected or asymmetric at that visit, a touch-up of five units or fewer is free of charge within 14 days of the original treatment. Anything beyond five units, units for new areas, or a stronger result than originally ordered is charged at the published per-unit price.
Swelling can distort the appearance of filler for up to two weeks, so we assess final results at a two-week follow-up. If there is asymmetry or a contour irregularity attributable to placement, the treating provider will correct it — by massage, hyaluronidase, or a small additional volume — at no charge within 14 days. Additional syringes for further volume are charged at the published price. Filler that has been placed correctly but that you decide you would prefer less of can be reduced with hyaluronidase; that is a separate, charged treatment and carries its own risks, which we will explain.
These treatments do not lend themselves to a “touch-up.” Instead, results are assessed at the follow-up interval appropriate to the treatment, and any further treatment is discussed and priced individually. As our service pages say plainly, results are not guaranteed, and we will not have promised you one.
We do not refund treatments that have been performed. We do stand behind our work as described above, and we will always see you in person to look at a result you are unhappy with.
If you are unhappy
Concerns raised in a review site or on social media are welcome, but they are slower for you: we cannot discuss your treatment in public, so the answer will always be an invitation to call us.
If there is a complication
You have direct access to the practice during your recovery. Every patient leaves with written aftercare instructions and written return precautions that tell you which symptoms need a same-day call and which need 911. If you are unsure, call. No one at this practice will ever criticize a patient for calling.
Most of the filler we use is hyaluronic acid (HA), which can be dissolved with hyaluronidase. We stock hyaluronidase at both locations — 3,000 units on hand, checked monthly — as an emergency supply, and our injectors work under a written vascular-occlusion protocol. If you develop sudden or unusual pain, blanching, a dusky or mottled pattern, or any change in vision during or after a filler treatment, that is an emergency: call us immediately and, for any vision change, call 911.
Poly-L-lactic acid (Sculptra®), polymethylmethacrylate (Bellafill®), and PDO threads cannot be dissolved with hyaluronidase — there is no injectable reversal agent for them. That does not mean they cannot be removed: a thread can be taken out, and a nodule or misplaced product can be treated or, where necessary, removed. What it does mean is that a vascular event with these products cannot be reversed in the office by injection, so our protocol for a suspected vascular event with them is deliberately more aggressive — earlier escalation, earlier transfer. We tell you this before you choose them.
Each has its own written protocol. Suspected infection gets a same-day provider evaluation, not a text-message prescription. A suspected burn or device injury stops the treatment, the device is taken out of service until it has been reviewed, and you are followed until healed. Anaphylaxis is treated with epinephrine under standing order while 911 is called.
Every complication, adverse event, and near miss is reported internally the same day and reviewed by the Medical Director within 24 hours. Where a product or device may have contributed, it is quarantined and its lot examined. Where an event is reportable to the New Jersey Board of Medical Examiners, the FDA, or public health authorities, Dr. Francis makes that report.
The full picture of what we stock, who is trained, and how we drill is on Safety & Emergency Preparedness.
Questions?
Call or text 609-846-5115, or book a consultation online.
Safety & Emergency Preparedness · Licenses & Credentials · Who Treats You · Revisions & Complications · What to Expect
Cape May Court House
17 Court House South Dennis Rd