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How to get more keloid patients: a plan for dermatology and plastic surgery practices

A quiet hallway at a dermatology practice

Adults call about a raised scar they think is, or were told is, a keloid: one that is lumpy or ridged, itchy or tender, rubbed by clothing, or that they do not like the look of. This guide is for dermatology, cosmetic dermatology and plastic surgery practices; scar revision, skin tag removal, seborrheic keratosis and dermabrasion have their own guides. The dermatologist, plastic surgeon or treating clinician (the clinician below) decides the plan, including whether any treatment is needed and which one.

In short

  • Speak to adults about raised scars in plain words, without fear or shame.
  • Keep landing pages clear: what people notice, the visit, the clinician, the price, one way to book.
  • Book the visit with a short script that never names a condition, a cause or a method.
  • Relay the MedlinePlus contact line and list word for word, then tell the clinical team.
  • Follow up with consent, without pressure, and track each request.
  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. Who the patients are and what they search for

Callers are adults 18 or over, of any sex. Some want a new visit or a scar consult, some want a removal or reduction consult, others want a follow-up visit. Some were told by another clinician that a scar is a keloid; others only think so. They search for keloid removal, a raised or lumpy scar, or a dermatologist or plastic surgeon near them.

The MedlinePlus Keloids page says a keloid may be “Lumpy or ridged”, “Tender and itchy” or “Irritated from friction such as rubbing on clothing”. Use those words on your pages too.

Only the clinician can say what a scar is. Staff never say a scar is a keloid, harmless, not harmful, a growth, a tumor, nothing to worry about or any other condition, and never guess what injury caused it.

Aim ads at adults only. Never target by skin color, race, ethnicity, sex, age band, family history, past injuries, body area, risk factors or any health condition, and never build audiences from health information.

2. Landing page basics

The page sells the visit, not a result.

  • Name what people notice: a raised scar that is lumpy or ridged, itchy or tender, rubbed by clothing, or that they do not like the look of.
  • Give the clinician’s name and real credentials.
  • Give a starting price and what it includes. Self-pay patients may be entitled to a good faith estimate.
  • Show one way to book.

Many requests are about looks. Say so plainly, with no shame words. Never use fear, list causes, name a method or promise an outcome. Avoid “gone for good”, “will not come back”, “nothing to worry about”, “risk-free” and “insurance will cover it”, and never say a scar will shrink or go away. Better: “the clinician will see the scar, answer your questions and talk through the options with you”.

3. The phone script

Staff never judge urgency, never say what a scar is and never name a method; they collect answers and book.

  1. “Thanks for calling. May I take your name, your age and the reason for your visit?”
  2. “Is this a new visit, a scar consult, a removal or reduction consult or a follow-up, and did a doctor refer you? Please bring a list of your medicines and any notes from earlier care.”
  3. “The visit starts at [price]. Further care may be extra. We will check your plan, but cannot promise coverage.”
  4. Is it a keloid, is it a normal scar, is it harmful, can it be removed, will it come back, will it get bigger, which treatment do you use, and will it work? “We cannot tell that on the phone. The clinician will see the scar in person, ask about it and decide with you what the options are.”
  5. “I can book your visit now. May we text or email you about it?”

Book adults only. Pass any caller under 18, and any question on medicines or home steps, to the clinical team. See the new patient phone script.

4. Routing and safety lines

Under When to Contact a Medical Professional, MedlinePlus gives one lead-in line and one list of two items, quoted here whole, in order, exactly as written.

It says: “Contact your provider if:”

  • “You develop keloids and want to have them removed or reduced”
  • “You develop new symptoms”

These are the source’s words, not the practice’s. If a caller describes either one, read the lines word for word, then tell the clinical team. A caller who wants a scar looked at for removal or reduction is booked for a consult; only the clinician decides what, if anything, is done. Only the clinical team decides whether a new symptom matters.

Staff add no words of their own, never suggest home steps, never tell a caller to take a scar off or treat it themselves and never tell a caller to stop, keep or change a medicine. Any other worrying report goes to the clinical team right away.

Some patients ask about another scar later. Make follow-up visits easy to book; the clinician decides what each visit covers.

Text or email only with the patient’s own contact details and consent; see texting patients and the TCPA. Follow up without pressure (see consultation to treatment), never pay or take payment for referrals (see patient referrals for medical practices), and track each request from first contact to visit.

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 keloid patients?

Answer quickly, give clear prices and real credentials, keep claims inside the sources, and book a visit where the clinician decides the plan.

Can we tell callers whether a scar is a keloid, or how it will be treated?

No. The dermatologist, plastic surgeon or treating clinician sees the patient and decides the plan, including whether any treatment is needed and which one.

What should the front desk do when a caller wants a scar removed or has new symptoms?

Relay the MedlinePlus line and list from section 4, word for word, then tell the clinical team. Staff never judge urgency and never say what a scar is.

Does insurance cover a visit for a keloid?

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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