Beyond bedside manner: What really drives patient satisfaction?
Top dermatologists describe how small, nonclinical moments can impact patient satisfaction and trust.
U005 – Top Tips From Top Docs: Pearls to Improve Patient Satisfaction and Enhance Patient Experience
Friday, March 27 | 7:30-8:30 a.m.
Bluebird 3E
A positive patient experience in outpatient dermatology depends on far more than bedside manner alone. Factors such as access to care, clinical workflow, staff interactions, and wait times all play a critical role in shaping how patients perceive their visit — often as much as, or more than, the clinical encounter itself. Those themes will be explored during the Annual Meeting session, U005 – Top Tips From Top Docs: Pearls to Improve Patient Satisfaction and Enhance Patient Experience.
The panel will bring together dermatologists who have been repeatedly recognized as Boston Magazine Top Doctors to share practical strategies drawn from academic medical center settings. Sandhya Chowdary Deverapalli, MD, MBBS, FAAD, Bichchau (Michelle) Nguyen, MD, MPH, MBA, FAAD, and Sarah N. Robinson, MD, FAAD, will examine how seemingly small, nonmedical details can significantly influence patient satisfaction across medical, pediatric, and surgical dermatology practices.
Dr. Nguyen, who is an associate professor of dermatology and medicine at Tufts University School of Medicine in Boston, said dermatologists often overestimate the role of clinical quality alone in shaping patient perceptions.
“We often assume that the quality of medical care is key to patient satisfaction when, in fact, it is just one of many factors that contribute to the overall patient experience,” Dr. Nguyen said. “Most patient complaints actually center on nonmedical issues, from wait time for appointments to unpleasant interactions with staff to perceived communication failures or disrespect.”
Even subtle behaviors can matter, she said. “Things we may not even think of as consequential, like our tone of voice when we talk to patients, have been shown to directly impact a patient’s perception of competence and care.”
Dermatology presents unique challenges when it comes to managing patient expectations, Dr. Nguyen said, largely because of the breadth and pace of care delivered in a typical clinic session.
“Dermatology practices are typically high-volume, fast-paced, and procedurally oriented,” she said. “We treat a wide range of patients, from pediatric to elderly, of all skin types and cultures, with diverse conditions and treatment options.” In a single hour, a dermatologist may move from treating acne to performing cosmetic procedures to excising skin cancer, she noted.
“To accommodate the speed and diversity of our practices, we need to develop a workflow that provides a high baseline level of service yet remains flexible and adaptable to accommodate the range of expectations from individual patients,” Dr. Nguyen said. “It is doable but certainly not easy.”
Negative patient ratings frequently reflect issues that physicians may view as peripheral to medical decision-making but that profoundly affect the patient experience, said Dr. Robinson, who is an assistant professor of dermatology at Tufts University School of Medicine.
“During our session, we will discuss multiple factors that have potential to negatively impact patient experience, with particular emphasis on wait time, doctor-patient interactions, and atmosphere and environment of the clinic,” Dr. Robinson said. She added that the discussion will emphasize communication strategies and highlight several examples of simple interventions that can often be implemented regardless of practice setting.
Another key focus of the session is service recovery: how dermatology teams respond when something goes wrong or a patient becomes dissatisfied. Dr. Deverapalli, a dermatologist at Tufts Medical Center, said addressing concerns in real time is essential across all subspecialties.
“A clear, real-time approach to service recovery is essential in dermatology because patient concerns escalate quickly when they involve visible disease, procedures, or emotionally charged situations,” she said. “In surgical dermatology, addressing dissatisfaction immediately helps reduce anxiety around pain, scarring, and outcomes. In pediatric dermatology, real-time recovery supports both the child and caregiver before frustration amplifies.”
Across medical dermatology, Dr. Deverapalli said timely responses can prevent misunderstandings about chronic disease management from taking root.
“Across all settings, responding in the moment preserves trust, corrects small issues before they become major ones, and reinforces a team culture where patients feel heard and supported,” she said.
Ultimately, the panelists hope attendees leave with a broader perspective on how everyday interactions impact patient care.
“I hope participants walk away looking at their own clinics with a fresh awareness of how small moments shape patient experience and safety,” Dr. Deverapalli said. “This session isn’t just about recognizing complex cases — it’s about understanding how our communication, workflows, and team dynamics influence patient satisfaction outcomes every day.”
