Q&A: Tips to Improve Dermatologic Surgery Experience, With 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 in Denver.1,2

The following Q&A interview transcript summarizes her responses to inquiries by HCPLive regarding session topics:

HCPLive: 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?

Nguyen: 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.

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

Nguyen: 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.

HCPLive: 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?

Nguyen: 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.

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

Nguyen: 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.

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

Nguyen: 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.

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

Nguyen: 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.

References

1. 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.

2. 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.