Dealing with Unhappy Patients

Dr. Rassman, how do you deal with patients that are not happy with their results, or suffer complications, such as shock loss, grafts not growing, and incorrectly misplaced hair. How often do you encounter this? Thanks.

My philosophy on patient care is that a doctor and patient relationship should be a partnership. Both parties should understand one another and treat one another with respect. I found that through the years from my days as a surgeon, mutual respect and partnership have always kept my patients happy. Setting realistic expectations are much of it, and listening to what people are telling you helps work through the partnership. We have had monthly open house events for the past 14 years where patients who have had surgery show off their results and prospective patients can talk to them and see what they got. Prospective patients can also see a live surgery (just imagine that we were doing this for 14 years on monthly basis in every office we had). Of course there have been unhappy patients along the way, but the partnership and respect goes a long way in resolving any unforeseen issues and a good dialogue usually does not pit one side against the other.