Women's Dermatologic Society

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 ...

The WDS Practice Advisory Committee (PAC) shares ways to go the extra mile to ensure patient satisfaction. Patient Appreciation Day We organize a ‘Patient Appreciation Day’ once a year where existing patients have access to exclusive treatment packages, discounts on non-physician services and discounts on skin care products. The event is in open house format - patients are served snacks and juice, and can tour the clinic further. Our patients LOVE the annual event! - Monica Li, MD, FRCPC, FAAD Neutralize the Hangry Patient On busy clinic days when we get behind schedule, we offer snacks and soft drinks in addition to our standard coffee and water service. - Elizabeth Long, MD Acknowledge Life’s Joys and Sorrows We keep a stash of custom thank you cards on hand to swiftly thank those who bring us gifts of food, tokens of friendship, or souvenirs from exciting travels abroad. We also reach out with condolence cards when we hear of the death of a patie...

The Practice Advisory Committee has put together a list of pearls to help manage angry patients. Anger in some situations is a secondary emotion. I try to identify and address the primary emotion instead of the anger. For example, fear and anxiety are two primary emotions that can result in anger. Reassuring the patient by addressing their fear and anxiety helps dissipate the anger. - Molly Hinshaw, MD Listen, 90% of the time an angry patient just wants to be heard. And often they have a valid point. I always say I hear you, let me take care of your skin, and then I’m going to make sure that your problem gets taken care of. And if it’s my fault, for example running late, I apologize and move on. - Deirdre Hooper, MD Listen with empathy. Let the patient express what they would like to say and acknowledge their frustration to deescalate the situation as much as possible. Even several minutes of letting the patient talk without interruption can really he...