To avoid unsatisfied patients, dermatologists should ensure patients have realistic expectations, according to Dr. Howard K. Steinman.
Dermatologists are often faced with patients with vague expectations, he said at the annual Hawaii Dermatology Seminar sponsored by Skin Disease Education Foundation (SDEF). "They don’t know what they want improved, they’re just unhappy with the way they look, and they’re among the most difficult patients to deal with," said Dr. Steinman, director of dermatologic and skin cancer surgery at Scott and White Healthcare in Temple, Tex.
Dr. Howard K. Steinman
To successfully avoid leaving patients unsatisfied, he recommends the following strategies:
• Get the specifics. When meeting with a new patient, the first thing Dr. Steinman does is hand them a mirror and ask what they want changed. If there are several concerns, ask them to narrow it down to the top three.
• Burst their bubble. Make sure their expectations are realistic. Patients may be seeking a procedure that they saw in a magazine but it may not work for them. Patients with minor damage may request major treatments and vice versa. Be certain to clarify what each treatment will and will not accomplish.
• Rephrase. Summarize the patient’s concerns to ensure it was understood, he said.
• Assess lifestyle. To guarantee a successful experience, make sure patients will be able to tolerate the healing process and any possible complications. Ensure the patient has a supportive caregiver to assist in the process and that, after the procedure, the wound will be properly cared for.
• Overestimate. Depending on the procedure, make sure the patient understands how many treatments are required (include the cost for each treatment). When in doubt, overestimate. If the procedure requires between four and eight treatments, they’ll likely hear four, said Dr. Steinman. Make sure they are also aware of any necessary maintenance or touch-ups that may be needed.
• Base time frames on holidays. Patients are anxious to see results so they may hear 6 weeks when what was really said was 6 months. Therefore, pick a holiday closest to when patients are likely to see results; they’ll be more likely to remember it, and it’ll be easier for clinicians to keep track.
• Get on the same page. Make sure patient expectations match the likely results before they leave the office, he recommended. If the patient’s desires cannot fully be understood because of language or cultural barriers, refer the patient to another physician who can meet their needs.
Dr. Steinman did not have any relevant disclosures to report. SDEF and this news organization are owned by Elsevier.