Office practices that may improve the experience of the cosmetic dermatology patient
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Office practices that may improve the experience of the cosmetic dermatology patient Regina Fricton1 · Emily Poon1 · Alexandra Weil1 · Murad Alam1,2,3 Received: 22 April 2020 / Revised: 14 October 2020 / Accepted: 16 October 2020 © Springer-Verlag GmbH Germany, part of Springer Nature 2020
Abstract Patients presenting for cosmetic dermatology procedures are often interested in lifestyle enhancement rather than treatment of an inflammatory or neoplastic disease or condition. In addition to good clinical outcomes, they may also particularly value the quality of the patient experience in the dermatology office. A list of beneficial practices that may improve patient experience was generated by interviewing staff members from several US practices, including clinic administrators, nurses, nurse managers, medical assistants, physician assistants, patient care coordinators, and dermatologists. Each was asked ten open-ended questions. The list of beneficial practices thereby obtained was ordered based on the number of participants who recommended each practice. Practices were further categorized into four categories: clinician improvement, administrative improvement, clinic improvement, and team improvement. For clinics providing cosmetic dermatology services, certain well-accepted beneficial practices may improve patient experience. Keywords Cosmetic dermatology · Patient · Experience · Clinic improvements · Administrative improvements · Patient satisfaction · Quality of care · Improve · Office · Practices In recent years, improving patient satisfaction and the patient experience has increasingly been viewed as an important responsibility for healthcare providers [9]. This is also true in cosmetic dermatology, a field that includes treatments such as neurotoxin injections, soft tissue fillers, chemical peels, skin resurfacing, and tumescent liposuction [1, 6, 13]. As such procedures grow in popularity in dermatology [5], serving the cosmetic dermatology patient population is becoming more important [12]. In addition to good clinical outcomes [3], cosmetic patients may also particularly value the quality [2, 4, 11] of their experience while in the dermatology office [7, 8, 10]. The purpose of this report is to collate and present dermatology office practices and procedures
* Murad Alam m‑[email protected] 1
Department of Dermatology, Northwestern University, Chicago, IL, USA
2
Department of Otolaryngology, Feinberg School of Medicine, Northwestern University, 676 N St Clair St, Suite 1600, Chicago, IL 60611, USA
3
Department of Surgery, Feinberg School of Medicine, Northwestern University, Chicago, IL, USA
that may improve the patient experience for those receiving cosmetic services.
Methods In-person and telephone interviews using a series of ten open-ended questions (Table 1) were conducted with a total of 12 staff at US cosmetic dermatology practices, including: three clinic administrators, three nurses, two nurse managers, one medical assistant, one physician assistant, on
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