When a client arrives with work from another provider

A client may ask you to assess or alter work completed elsewhere. The first priority is to understand what they want and whether you are qualified, insured and equipped to help. Do not diagnose a complication or promise that you can safely correct it.

Ask before acting

Find out what service was performed, when it took place, what products were used if known and what the client would like to change. Ask whether they have instructions or records from the original provider. Use your normal consultation and consent process, and keep notes securely.

For health-related or regulated procedures, follow the professional guidance that applies to your role. If the client reports pain, swelling, infection, vision changes or another worrying symptom, do not attempt to assess it beyond your competence. Encourage them to contact an appropriate health professional or emergency service based on the concern.

Check whether the request is within scope

Ask yourself:

• Have I been trained for this exact service or correction?
• Does my insurance cover it?
• Do I have enough information to proceed?
• Is there a safer option, such as waiting or seeking specialist care?
• Can I explain the likely steps and limits without promising a result?

If any answer is uncertain, pause and seek advice from a qualified professional or refer the client to someone with the relevant expertise. Do not criticise the other provider or speculate about what happened.

Explain the decision

If you can help, describe the proposed service, price, limits and next steps before starting. If you cannot, explain why in plain language and offer an appropriate referral where possible. Let the client decide without pressure.

Respectful communication protects the client and the professional relationship. This guide is not medical advice; only an appropriately qualified professional can assess an individual concern.