Behind the Patient Journey at Avoca Clinic: Q&A with Ailish Kelly on Putting Patients First
At Avoca Clinic, patient experience sits at the centre of how care is delivered. From the first enquiry through to post surgery support, the aim is to ensure patients feel listened to and well cared for.
To better understand how this approach plays out in practice, we sat down with Ailish Kelly, Avoca Clinic’s Patient Experience Director, to gain insight into the consultation process, the overall patient journey, and what distinguishes the clinic’s approach.
Quick and Compassionate First Contact
Q: Ailish, how quickly do you respond to new patient enquiries?
We aim to follow up within two hours during business hours. We have a dedicated team of four, including our consultants, who make sure every patient hears from us promptly. That first impression really matters.
Q: Once contact is made, how soon can patients expect a consultation?
If we reach the patient quickly, we can usually book their consultation within a week. We work around their availability and always prioritise flexibility.
What to Expect During a Cosmetic Surgery Consultation
Q: What typically happens during a consultation at Avoca Clinic?
The consultation is where the patient journey truly begins. The surgeon will go over expected outcomes, potential risks, what to expect after surgery, and give a realistic overview of the recovery timeline. Patients also receive a clear breakdown of costs, and we’re there to answer any and all questions, no matter how big or small.
The consultation covers:
- Expected results and potential risks
- A clear recovery timeline
- Transparent pricing and package options
- Brochures, doctor bios, and next-step instructions
The aim is for patients to leave fully informed and confident, never rushed or uncertain.
Availability and Waiting Times
Q: Are there long waiting times for procedures?
It depends on the treatment. Invasive procedures may have longer lead times, but most patients are scheduled within a month of their consultation.
Q: What’s the typical timeframe from consultation to surgery?
About 50% of patients book within two weeks to two months. Some move faster, others take more time and that’s perfectly okay.
Support After the Consultation
Q: What happens once the consultation is over?
We follow up the same day with a personalised email that includes the patient’s surgical plan, costs, available dates, and next steps. About 50–60% of patients respond within a day. For those who don’t, we check in gently and keep their info for up to six months.
Patients also leave with:
- Brochures and doctor profiles
- Clear pricing information
- Suggested dates for consideration
Our goal is to support and inform, never pressure.
Top Procedures and Patient Motivation
Q: What procedures are most in demand?
The most interest is in tummy tucks, breast reductions, breast augmentations, and rhinoplasty. These areas also see the strongest satisfaction, but every patient is unique.
Q: Why do some patients decide not to proceed?
Often it’s about recovery time. For example, tummy tuck patients may not realise it can take several weeks to fully recover. Cost is sometimes a factor too, though most have done their research.
Most Common Patient Concerns
Q: What do patients worry about the most?
Recovery is the biggest concern. Common questions include:
- Will I be safe?
- How long will recovery take?
- Will I get the result I want?
- Will I be a C cup or a B cup?
We’re clear that no surgeon can guarantee a cup size. We discourage focusing on that — our priority is helping people feel confident and comfortable in their own bodies.
Q: Is affordability a concern?
Not often. Most people are informed before they come in. For reference:
- Breast uplift: €8,000
- Tummy tuck: €9,000–€10,000
- Breast reduction: from €8,800
We accept payments via Stripe and partner with Humm for flexible monthly installment plans. A €1,000 deposit secures a booking.
Empowering Informed Decisions
Q: Do you ever turn patients away?
Yes , if someone is unsure, we delay surgery and I often step in personally. It’s never about ‘converting’ someone. It’s about making sure they feel 100% ready.
We’ve even referred patients to other surgeons when it felt right. We want people to choose what’s best for them, even if that means stepping away. That honesty builds trust.
Putting People Before Procedures
What stood out most in our conversation with Ailish is that patient-first isn’t just a slogan at Avoca Clinic it’s a standard. Every step, from enquiry to aftercare, is grounded in empathy, education, and honest communication.
The numbers say a lot: 95% of patients rate their consultation as excellent, and 90% would recommend the clinic. But it’s the stories and relationships behind those numbers that truly define the experience.
Whether it’s advising someone to wait, referring them elsewhere, or stepping in post-surgery as an advocate, the Avoca team walks beside patients through every step of their cosmetic surgery journey.
Ready to Begin Your Journey?
At Avoca Clinic, every consultation is an opportunity to feel heard, supported, and empowered, not sold to.
Start your journey by speaking with one of our experienced consultants today. Contact us at info@avocaclinic.ie or book your consultation online.
Let’s make sure you feel like you again.