Many treatments are also focused on maintaining the condition of the skin, by nourishing and moisturising it. In spite of the medical oriented nature of the treatments, the institutes are far from clinical establishments; while they are kept scrupulously clean, they also have a warm and inviting feel to them, a haven of relaxation and tranquillity that is far from the hectic pace of the outside world. Clients are invited to change into comfortable spa robes and slippers.

Discover Poland talks to Małgorzata Szymanska the owner of the Dr Irena Eris Skincare Institute in Sopot, on the Baltic coast: What type of qualifications must therapists have in order to work at the Dr Irena Eris Institute, and how long does it take to gain the relevant qualifications?

“Therapists are recruited on two levels, first of all by the institutes, by owners such as myself. Then they must meet the standards and requirements set by the Dr Irena Eris head office. Therapists must have a degree from a school of aesthetic skincare, which often takes about two to three years to achieve. Therapists should also have a minimum of two years’ practical experience, however I also look for other qualities such as a neat appearance, good manners and a friendly, customer-oriented style.

A second language is definitely an advantage. There is usually a probationary period of one to three months, which gives the candidate an opportunity to learn everything that they need to know about working at a Dr Irena Eris Skincare Institute. Following the probationary period, candidates attend a six-day seminar at the head office of Dr Irena Eris in Warsaw. Their knowledge and skills are evaluated, and they are also given intensive training on different aspects, including client care and service standards, knowledge of Dr Irena Eris as a company and its products, and treatment techniques. Each candidate is given an appraisal, and if the head office does not think that a candidate has got what it takes to work for Dr Irena Eris, they will not be allowed to continue at the institute.” What about ongoing education? Do therapists receive updates in their training? “Dr Irena Eris goes to great lengths to ensure the highest possible standards of client care, and it is essential that the there is consistency at each of the 20 institutes. Training staff from the head office visit the institute every three to six months, usually to update staff on new types of treatment, which happens two to three times a year. Then once a year, there is a refresher course to make sure that current standards are being maintained. On top of that, every member of staff must attend a course on sales and customer care. The institute exclusively uses Dr Irena Eris products, so staff must also be familiar with them.”

The level of customer service at the Dr Irena Eris Institute is indeed very high. What other types of training that staff under go in order to work at the Dr Irena Eris Institute?

“Practical training is ongoing. When the institute is quite, we spend the time on training and development. As well as being able to carry out the treatments, the therapists must be able to understand how a client feels during certain procedures. This type of training is conducted in pairs, with one therapist carrying out the treatment, and another taking the role of the client.”

The surroundings of the Dr Irena Eris Institute are very tranquil, more so than the average skincare clinic in the United Kingdom. What is the philosophy behind the environment of the institute? “Treatment is carried out in calm and peaceful surroundings. One of the reasons why clients come to us is the fact that they can unwind after a hard day at work, and to regain inner balance and peace of mind. We believe that inner beauty must correspond with beauty on the outside; hence we place great emphasis on relaxation. We care about our clients and strive to give them beauty in every sense of the word.” Skincare does seem to be important for many Polish men and women. Why is that? “Poland is quite a phenomenon when it comes to skincare companies. There are over 500 skincare brands here, in a country with a population of 39 million people. By comparison, there are 90 million people in Germany, where there are about one hundred active skincare brands.” Do you receive many clients from outside of Poland? From the United Kingdom, Germany or Scandinavia, for instance? “Here in Sopot, about 45% of our clients are tourists from all over Poland and other parts of Europe. 25% of our clients come from Germany, Scandinavia and the United Kingdom. We have a core of clients from Warsaw which visits Sopot several times each year – this accounts for about 15% of our clients. We also count many actors, directors, writers, singers, models and politicians among our regular clients. The family of Donald Tusk, the Prime Minister of Poland, as well as the family of former president, Lech Wałęsa are among our clients”

Before treatment, the client must complete a questionnaire which is available in perfect English. What other extra arrangements does the institute make for clients from outside of Poland?

“We like to make sure that we are accessible to visitors from all over the world, and aim to serve our clients in their mother tongue. We try to recruit multilingual therapists, and provide brochures and information sheets in English. Diagnosis and initial consultations can always be conducted in English.

From time to time, when we receive a block booking from a group from outside of Poland, we employ students from the university who act as interpreters. This is a nice touch that always impresses the clients” Whether you have any specific skincare concerns, or simply want to indulge in a relaxing massage, there is no better place to spend a couple of hours than in Poland’s skincare institutes.