Michelle Bichchau Nguyen, MD, MBA, MPH, is an associate professor of dermatology at Tufts University School of Medicine and the director of Mohs Micrographic Surgery.


Michelle Bichchau Nguyen, MD, MBA, MPH

What Are the Biggest Drivers of Dissatisfaction in Dermatology? With Michelle Nguyen, MD, MBA, MPH

In a second interview segment recorded at the 

2026 American Academy of Dermatology (AAD) Annual Meeting

 in Denver, Michelle Bichchau Nguyen, MD, MBA, MPH, associate professor of dermatology at Tufts University School of Medicine and director of Mohs Micrographic Surgery, spoke with 

 about her practical guidance on the most common drivers of patient dissatisfaction in dermatology.

Specifically, Nguyen went into what early-career clinicians can do in order to build more meaningful, lasting connections with their patients. When asked to identify the single biggest driver of dissatisfaction in dermatology practices, Nguyen pointed directly to the challenge of high patient volume and the toll it can take on the quality of each of these encounters.

“[Just] the fact that you're sitting down and having a conversation instantly make patients feel like…it's worth it to wait three months to see you and paying the co-pays and all of that,” Nguyen expressed.

In a specialty where clinicians are routinely required to interact with large numbers of patients in relatively short windows of time, Nguyen pointed out, it becomes can be all the more critical to be intentional about making each these individuals feel heard and valued. Nguyen also described the physical act of sitting during a patient conversation, rather than standing at the door or typing at a workstation, as immediately making the clinician appear present and engaged.

Additionally, Nguyen reframed the time investment in rapport-building as a long-term strategic asset, as opposed to only a courtesy. Concerns left unaddressed in a single visit, she explained, tend to compound over time. This can make future encounters more difficult and the therapeutic relationship more fragile. Dermatology clinicians who invest upfront in building trust, she expressed, ultimately benefit from greater patient loyalty.

Turning to advice for early-career dermatologists specifically, Nguyen further highlighted an important dimension to her earlier guidance on listening: do not take negative feedback personally. Nguyen noted critical patient reviews can sting for clinicians, especially those who are newer. Rather than internalizing those situations as reflections of their worth as clinicians, Nguyen encouraged residents and junior physicians to mine each piece of criticism for a kernel of actionable truth.

Nguyen had no relevant financial disclosures of note.

Nguyen M. Ways to Improve Patient Experience with Surgery in Dermatology, With Michelle Nguyen, MD, MBA, MPH. HCPLive. March 27, 2026. 

https://www.hcplive.com/view/ways-improve-patient-experience-surgery-dermatology-michelle-nguyen-md-mba-mph

Gahona M, Prada SA, Chaparro D. Patient satisfaction as a quality indicator in dermatological care: cross-sectional study in two tertiary institutions with residency programs. An Bras Dermatol. 2025 Nov-Dec;100(6):501228. 

. Epub 2025 Nov 3. PMID: 41187473; PMCID: PMC12634491.

Videos

This interview at AAD 2026 highlights Nguyen's views on the biggest drivers of patient dissatisfaction in dermatology practice settings.

Ways to Improve Patient Experience with Surgery in Dermatology, With Michelle Nguyen, MD, MBA, MPH

Patient experiences with dermatology practices and, especially, with surgery often require clear communication as well as gentle guidance by clinicians seeking to improve patient satisfaction.

Michelle Bichchau Nguyen, MD, MBA, MPH, associate professor of dermatology at Tufts University School of Medicine and director of Mohs Micrographic Surgery, addressed this topic in her session presented at the 

 to speak on some of her tips for patient satisfaction improvements.

“[What] patient care even more than that is how they are treated before, during and after the visit,” Nguyen explained.

Nguyen's core message suggested surgical outcomes, while essential, are not necessarily what patients will remember the most. What matters more to them, she pointed out, is how they are treated at every stage of the encounter, suggesting the need for clear, step-by-step explanations of what a procedure involves.

Throughout her interview, Nguyen also made a strong case for the underappreciated role of staff in shaping the surgical experience. She noted the considerably increased time staff spend with patients compared to the time patients spend with physicians. She described empowering them to educate, comfort, and answer questions independently as a direct investment in the satisfaction of patients.

Nguyen was asked for a single distilled pearl from her talk for newer clinicians and she pointed to one piece of advice: ask and listen. Rather than leading with only information, Nguyen encouraged dermatology clinicians to first figure out what a patient is actually concerned about, then address those specific concerns rather than defaulting to a standard script.

For any additional information on these tips, view the full interview segment posted above. To learn more about sessions and new data presented at AAD, view the 

Queen D, Trager MH, Samie FH, et al. Patient Satisfaction of General Dermatology Providers: A Quantitative and Qualitative Analysis of 38,008 Online Reviews. JID Innov. 2021 Aug 19;1(4):100049. 

This interview at AAD 2026 highlights tips for clinicians in dermatology practices who want to improve patient communication and satisfaction.

Michelle Bichchau Nguyen, MD, MBA, MPH

Articles