Women's Dermatologic Society

  By Shawna A. Flanagan, MD, FAAD Twenty plus years ago I decided to establish a practice that I could call my own.   However, I soon realized that establishing myself as a female business owner and doctor in a male dominated industry would be no easy feat.   Fast forward to 2020, I have established myself as a successful dermatologist and business owner. As my journey progressed, I somewhat foolishly believed that many of the gender specific roles placed on doctors in the past had dissipated.   However, this notion quickly vanished when one of my younger female colleagues lamented that she was struggling to get her patients to address her by her preferred title, “Doctor”.   Although I am not typically one to get hung up on the details, soon after she brought this issue to my attention I couldn’t help but notice thereafter every instance patients referred to me by my first name and not the title that I had worked so hard to gain.   No matter how hard I tr...

PAC Pearls from the Women’s Dermatologic Society Follow these tips from the WDS Practice Advisory Committee (PAC) for all stages of having difficult conversations with patients. Before the Conversation Successfully addressing an unhappy or concerned patient requires training and preparation. Approach difficult conversations with a customer service mindset using a method called BLAST – Believe, Listen, Apologize, Satisfy, Thank. Detailed by Albert Barneto and further expounded upon for clinicians by Dr. Howard K. Steinman , the BLAST method is a standardized customer based conflict resolution method. By incorporating the BLAST method into staff training, you will be better prepared to have difficult conversations with patients. During the Conversation Believe : Believe in the genuineness of the patient's concern and the emotion attached to it. Listen : Maintain eye contact and actively listen without judgement to determine the patient’s concerns. Avoid escalating ...

PAC Pearls from the Women’s Dermatologic Society Difficult conversations can be stressful for everyone involved, especially with employees. However, avoiding these conversations won't make the problem go away. By not addressing the issue, you may be enabling negative behavior and allowing it to affect others. Follow these tips from the WDS Practice Advisory Committee (PAC) for all stages of having difficult conversations with employees. Before the Conversation Before the conversation, identify what corrective actions or problems to address. However, resist the urge to publicly correct the employee. Having a private conversation creates an opportunity to show respect and sensitivity regarding the difficult topic. If possible, be sure to have an office manager present to provide support. During the Conversation During the conversation, ensure you have a clear plan to convey the issue, set expectations for future behavior, and outline a concrete action plan.  Convey t...