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How to get more scar revision patients: a plan for practices

An empty, bright consultation room at a plastic surgery practice

Scar revision is a procedure some patients pay for themselves and others ask their insurer about, and how it is described shapes who books and what they expect. This guide is for practice owners, patient coordinators and front desk teams: what MedlinePlus and FDA say about scar revision and the treatments callers compare, which claims to avoid, and how to turn requests into well-informed consultations.

  1. SearchAn adult looks for care near them.
  2. Your pageWhat you treat, who sees them, one way to book.
  3. Call or formThey call or send a request.
  4. Front deskBooks the visit and never guesses a cause.
  5. Clinical teamThe clinician decides the plan.
How a new patient request reaches your practice.

1. Know what scar revision is and is not

MedlinePlus, on scar revision, says “Scar revision is surgery to improve or reduce the appearance of scars.” and “It also restores function, and corrects skin changes (disfigurement) caused by an injury, wound, poor healing, or previous surgery.” Its scars page says “A scar is a permanent patch of skin that grows over a wound.” and “Scars usually fade over time but never go away completely.” So the honest promise is improvement, not removal. The scar revision page says “There are several ways to improve the appearance of scars:”

  • cutting out the scar and closing the new wound very carefully;
  • scar massage and pressure therapy, such as silicone strips;
  • dermabrasion, to soften the surface of the skin or reduce irregularities;
  • microneedling or a laser, to soften the surface of the scar;
  • a steroid injection, to soften or shrink the scar.

For very large injuries such as burns, the same page describes Z-plasty, skin grafts, skin flaps and tissue expansion, used among other reasons “when the main concern is improved function rather than improved appearance.” It also says “When to have scar revision done is not always clear.” and “Each scar is different.” So it is not the front desk’s place to suggest a method or a date. The surgeon examines the scar and explains which option fits, if any. Do not present surgery as the only answer.

Callers often say scar removal when they mean any of these, and keloids need extra care. MedlinePlus says keloids “extend beyond the edge of the wound and are likely to come back.” On keloids, it lists treatments a dermatologist may recommend and says “These treatments, especially surgery, sometimes cause the keloid scar to become larger.” On laser surgery for the skin, it says lasers can “Reduce skin wrinkles, scars, and other skin blemishes”, not remove them. Do not promise that one treatment will flatten, fade or remove a scar; the surgeon decides what is planned.

Under 21 CFR 878.4430, FDA regulates a microneedling device for aesthetic use as “a device using one or more needles to mechanically puncture and injure skin tissue for aesthetic use”, Class II (special controls). Do not call a technique or device “FDA-approved” unless its own FDA record says so (see FDA approved or FDA cleared?). See also how to get more dermabrasion patients, how to get more laser skin resurfacing patients, how to get more microneedling patients, how to get more chemical peel patients and, for callers who want a tattoo taken off, how to get more tattoo removal patients.

2. Keep claims in line with the risk information

MedlinePlus’s scar revision page lists the risks of anesthesia and surgery in general as reactions to medicines, breathing problems, and bleeding, blood clots, or infection. The risks it lists for scar revision surgery itself are:

  • scar recurrence;
  • keloid formation (or recurrence);
  • separation or reopening (dehiscence) of the wound.

It also says “Exposing the scar to too much sun may cause it to darken, which could interfere with future revision.” The dermabrasion page lists lasting skin color changes and scars among its risks, and the laser surgery page lists “Problem not going away”. MedlinePlus does not say any of these treatments will make a scar disappear, so do not promise that or any other result in ads or on the phone.

Write about scars with respect. Scars can come from injury, surgery, burns, acne or self-harm, and many callers will not say why they have one; they do not need to. Do not shame how a scar looks, do not use copy that tells people to hide their past or their body, and do not use images of injuries for shock. Keep ad copy aimed at adults, and never target minors in ads or social campaigns. Do not build ad audiences from anyone’s scars, injuries, burns, past surgery, trauma, skin color or other health information.

Be careful with children and teenagers. MedlinePlus’s scars page has sections for children and teenagers that link to outside pages, so some requests will come from or about minors. For a minor, a parent or guardian books and consents, and the surgeon decides whether and when surgery makes sense.

Avoid “erase your scars”, “scar-free”, “make your scar disappear”, “flawless skin”, “hide your past”, “permanent results”, “guaranteed results”, “risk-free”, “no downtime”, “insurance will cover it” and “FDA-approved”. Better: “your surgeon will examine the scar and explain which option, if any, fits”.

3. Answer first-call questions honestly

  • How much does it cost? Give a clear starting price, say what it includes (surgeon, facility, anesthesia, follow-up visits) and that the method, the size of the area and the number of treatments planned affect the total.
  • Does insurance pay? Do not promise coverage. Coverage varies by plan, so the practice checks each patient’s plan.
  • Can you remove my scar? “We cannot tell that on the phone. The surgeon will examine the scar, ask about your health and medicines, and explain which option fits.”
  • Who is the surgeon? Give the surgeon’s name and real credentials. Let callers check them with the state medical board.

When a caller asks about insurance, staff take the plan details and say the practice will check; they never say the surgery will be covered.

Leave screening to the surgeon. Your intake form can ask where the scar is, roughly when the wound healed, whether the scar limits movement or is raised, itchy or tender, any past treatment of it, any history of keloids, cold sores, current medicines and supplements, smoking, health conditions and past surgery; it does not ask how the scar happened, and for a minor, the parent or guardian fills it in. On dermabrasion, MedlinePlus says that for patients who have had cold sores, “your doctor may give you antiviral medicine to prevent an outbreak”; that instruction comes from the doctor. Never tell a caller to stop a medicine or to stop smoking by a certain date. The surgeon decides whether someone is a candidate and whether surgery is suitable. Front desk staff only collect the answers. Use the new patient phone script for the rest of the call, and book the consultation, not the surgery, while the caller is on the line.

The MedlinePlus keloids article says “Contact your provider if:” and lists “You develop keloids and want to have them removed or reduced” and “You develop new symptoms”. Relay these.

4. Plan the consultation and recovery

MedlinePlus says “Depending on the extent of the surgery, scar revision can be done while you are awake (local anesthesia), sleeping (sedated), or deep asleep and pain-free” under general anesthesia. On laser surgery, it says “Ask your provider before treatment how much recovery time you will need.” and “Also ask about how many treatments you’ll need to achieve your goal.” Tell callers the consultation may include questions about medicines, health and the history of the scar, and that the surgeon may suggest a nonsurgical option or waiting before any surgery.

For recovery, MedlinePlus says “When you return to normal activities and work depends on the type, degree, and location of the surgery.” and “Your health care provider will likely tell you to avoid activities that stretch and may widen the new scar.” It adds “If you have long-term stiffening of the joint, you may need physical therapy after surgery.” and “Apply sunscreen to keep sunlight from permanently tanning the healing scar.” Ask your surgeons for written notes on each option (surgical revision, Z-plasty or grafting, dermabrasion, laser or microneedling, injections): anesthesia, dressings, stitches, return to work and exercise, sun protection and follow-up visits. Share them with callers early. Aftercare depends on the treatment; the surgeon gives exact instructions.

5. Price, finance and follow up

  • Self-pay patients may be entitled to a good faith estimate; see the good faith estimate guide.
  • If you advertise a discount, follow advertising prices and specials. Avoid deadline pressure on a surgical decision.
  • If you offer financing, follow the patient financing guide.
  • Before-and-after photos need written authorization and honest comparisons; see before-and-after photos. FTC guides treat a patient’s result as typical unless you disclose what patients can generally expect.
  • Follow up after the consultation without pressure; see consultation to treatment. Track scar revision requests separately, from request to consultation to treatment.

Where MediLeadGen fits

MediLeadGen sends practices requests from people interested in cash-pay elective treatments. Each request goes to one practice only, with the person’s consent naming that practice, at a fixed price per delivered request.

See how it works for practices

Questions practices ask

How do we get more scar revision patients?

Answer requests quickly, give clear prices and what they include, introduce the surgeon by real credentials, keep claims in line with the risk information, and book a consultation where the surgeon can examine the scar and explain which option fits.

Can we advertise scar revision as scar removal?

No. MedlinePlus describes scar revision as surgery to improve or reduce the appearance of scars and says scars usually fade over time but never go away completely. Do not promise that a scar will disappear; staff collect intake answers only, and the surgeon examines the scar and decides which option fits, if any.

How should scar revision ads talk about scars?

Neutrally. Scars can come from injury, surgery, burns, acne or self-harm. Aim ads at adults, never shame how a scar looks or ask how it happened, do not target ads by health information, injuries or trauma, and let the surgeon decide whether treatment fits.

Does insurance cover scar revision?

Coverage varies by plan. Check each patient’s plan, and do not promise coverage in ads or on the phone.

General information for practice teams, not legal or clinical advice. Check device labeling, FDA requirements, state rules and your advertising with counsel and your clinicians. Last reviewed October 2026.

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