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

Dermatologic surgeries require clear communication and guidance by those performing the procedure, with patient satisfaction being an invaluable consideration in such circumstances.

A positive experience among patients treated in outpatient dermatology clinics is not only based on rapport with clinicians but also on such elements as optimal utilization of space, the support of staff members, and optimal wait times. In a review of best practices related to patient experience, Michelle Nguyen, MD, MBA, MPH, associate professor of dermatology at Tufts University School of Medicine and director of Mohs Micrographic Surgery, touched on this topic in an interview following a session presented at the 

2026 American Academy of Dermatology (AAD) Annual Meeting

The following Q&A interview transcript summarizes her responses to inquiries by 

 In your talk, you gave several pearls to improve patient satisfaction and enhance patient experience in dermatology. What were the notable takeaways from your portion of this session regarding surgery?

Correct, and I'm currently the director of dermatology surgery at Tufts Medical Center, which is part of Tufts University School of Medicine. So my portion covered some of the top tips for providing the optimal patient experience for people undergoing surgical procedures. And you know, we always think that it's the surgical outcomes that matter the most for patients, like how things look, making sure there are no complications, and, obviously, that's very important.

But what patient care even more than that is how they are treated before, during, and after the visit. Clear explanation of what the procedure is, a detailed, step-by-step, explanation, giving them the opportunity to ask questions, raise their concerns, and set realistic expectations [is key]. There are no scarless surgeries. We always tell patients that we use the best techniques. But [then we say] here are the things that you can do at home to help your scars look better and in the in the future, if you have any concerns at all about how your scar looks or feel, we're happy to see you back anytime, and patients are really comforted by knowing that you're there for them throughout the surgical procedure, but also the post op care and beyond.

So having that relationship that extends beyond the actual procedure is really important, and having well-trained staff that can comfort and care for the patient, as you're doing the procedures, answering common patient questions, and doing patient education when you're not there are also a very key part of that optimal patient experience for surgery.

These do sound like important strategies for improving patient experiences, especially with regard to your comments about staff guidance.

Yes, and you know, people underestimate the role of staff in crafting that optimal surgical experience, because our staff actually spends way more time with the patients than we do. Oftentimes, our surgical procedures take is actually a very small part of that care experience. So you should treat your staff well, train them well. Empower them to help patients whenever they can, without your input.

If you were looking at only one of these pearls you provided, what would you say you've seen in your practice that has really worked for patients?

We like to give information. We like to educate, and we think that the more we talk, the more information we're providing, but that might not be the information that the patient is looking for. I think a key part of crafting the optimal patient experience is actually asking the patient what their concerns are, what they worry about in the aftercare, and then actually hearing about their concerns and finding ways to address them. So, my number one tip is to ask and listen.

How much does clear communication about treatment expectations influence patient satisfaction, especially for chronic skin conditions?

It’s hugely important because when there's a mismatch between what the patient expects and reality, that is when the patient gets unhappy. Part of our job as clinicians, as with educators, is to set realistic expectations, especially in this age of social media and ChatGPT, where people get information from a very diverse range of sources of information. Some are correct, and some are not.

You just want to be clear that this is a chronic condition, we will manage it for you. These are the options. These are the escalating treatments that we will try. And it takes time. Oftentimes, these are things that you struggle with for years. It's going to take us a bit of time to put you on the right regimen, for your skin condition, for your quality of life, for your goals of care, and so establishing that treatment plan and milestones ahead really helps set expectations so that the patients feel like you understand and that you're there for them for the long term.

What would you say is the biggest driver of patient dissatisfaction in dermatology practices?

 We are a high-volume practice. We see many patients in a relatively short period of time. Therefore, it is very crucial for us to take the time to make patients feel like they are listened to, and that we are spending adequate time to provide the care and listen to them. I always tell my colleagues to sit down. You know, just the fact that you're sitting down and having a conversation instantly makes patients feel like you are spending the time, and it's worth it to wait three months to see you right, and paying the co-pays and all of that. Establishing that rapport and sitting down and giving the patient the time and space to talk and express that concern is very important.

What would you what advice would you give to an early-career dermatologist who wants to build a more patient-centered practice?

To build on what I said about listening to the patient, don't take it personally. You know, when we were first starting out, whenever we have a suboptimal patient review, it really hurt. You take it as a bad note on your performance and who you are as a clinician, and your worth as a doctor. I would say that's not true, right?

Patients respond because they're hurt before they felt let down, and some of those words can hurt because we're people too, but don't let don't take that so personally. It's a learning opportunity, and you try to take every negative comment as a small grain of truth. You should focus on that grain of truth; you get better. And eventually, you find that your interactions with patients just automatically get better over time.

The quotes contained in this summary were edited for the purposes of clarity.

Nguyen had no relevant financial disclosures of note.

Nguyen M, et al. U005 Top Tips from Top Docs: Pearls to Improve Patient Satisfaction and Enhance Patient Experience. Session presented at: 2026 American Academy of Dermatology Annual Meeting; March 27–31, 2026; Denver, CO.

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. doi: 10.1016/j.xjidi.2021.100049. PMID: 34909746; PMCID: PMC8659734.

Articles

Optimizing dermatologic surgery experience depends as much on process and communication as on clinical outcomes. Pre-, intra-, and post-procedure counseling should include stepwise explanations, opportunities for questions, and realistic expectations, including unavoidable scarring and practical scar-optimization strategies. Longitudinal availability for postoperative concerns reassures patients and reinforces trust. Staff training and empowerment are central, given their disproportionate patient-facing time. In high-volume settings, perceived attentiveness—asking about patient concerns, actively listening, and even sitting during conversations—mitigates dissatisfaction and strengthens rapport.

In this interview, Nguyen discusses improving patient experiences during surgical procedures in dermatology practices, such as Mohs surgery.

Q&A: Tips to Improve Dermatologic Surgery Experience, With 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 

 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 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.