Improving the patient experience pre-visit
Answers in Practice
By Megan Bennett, Staff Writer, March 1, 2026
DermWorld talks with Harrison Nguyen, MD, MBA, MPH, FAAD — managing director/chief investigator at Harrison Dermatology & Research Group in Houston — about cultivating patient relationships before they walk into your practice.
DermWorld: Tell us about your practice.
Our practice also includes a robust cosmetic arm and an active clinical research program, which allows us to stay at the cutting edge of innovation while delivering real-world patient care. As a result, it’s a dynamic, fast-paced environment. At our core, we are deeply committed to delivering the highest standard of personalized, evidence-based care while actively contributing to the advancement of our field.
DermWorld: Your practice implements a “patient-first” philosophy. Can you explain that philosophy?
Dr. Nguyen: It starts with our mission, our credo, which is to CARE for the patient.
“C” stands for compassion: We want to lead with empathy, listen deeply, and treat the patient as a whole person rather than simply managing a diagnosis.
“A” stands for authenticity, so we want to be authentic in our word, our actions, and how we communicate.
“R” stands for respect. We want to treat every patient with respect, but it also extends beyond that. We respect our referring doctors by valuing the trust that they place in us.
“E” stands for excellence, a commitment to continual improvement, clinical rigor, and care delivery at the highest level.
This credo is fundamentally rooted in leadership. When hiring, I prioritize character over credentials. I search for people who are kind, compassionate, and want to work hard for the patient and our team. I can teach anyone how to be a good medical assistant or front-desk staff member. However, what I can’t teach is a kind heart, compassion, and knowing how to communicate.
DermWorld: What does the “patient-first” philosophy entail?
Dr. Nguyen: It starts at our very first touchpoint with the patient. When a patient calls, if they’re seeking a second opinion, coming in frustrated from a prior experience, or arriving with very specific goals, our front-desk team documents those details directly in the chart.
Before the visit, patients complete targeted questionnaires tailored to their condition. Because we specialize in inflammatory skin diseases such as hidradenitis suppurativa (HS), atopic dermatitis, and psoriasis, we systematically capture quality-of-life metrics prior to the encounter and track them longitudinally.
By the time I enter the exam room, I have a fundamental understanding of how the disease affects their daily life, what treatments they’ve tried, and what has been most frustrating for them. This not only humanizes the encounter. It also makes the visit far more efficient and meaningful, allowing us to focus on solutions rather than repeating questions they’ve already answered.
DermWorld: What does the patient-first credo look like for new patients?
Dr. Nguyen: For new patients, intentionality is key. It’s important that my staff communicates that it’s a new patient, so that I can take some deliberate steps to establish rapport. This is especially important for patients who appear anxious, guarded, or understandably distrustful based on prior experiences.
During a skin check, I focus on conversation and connection. I want to understand what matters to them both medically and personally. We document these details (such as their family, profession, interests) in the internal portion of the chart where only staff members can see the information.
When patients return and we remember those details, it reinforces that they are seen, valued, and remembered. That continuity is incredibly powerful.
DermWorld: What does the patient-first credo look like for existing patients?
Dr. Nguyen: With established patients, the foundation of trust allows visits to be more streamlined. However, when a treatment plan isn’t progressing as either the patient or I would expect, we intentionally slow down. These moments require reassessment, transparency, and reconnection. Sometimes, the most important intervention isn’t changing a medication; it’s reaffirming the partnership and aligning expectations moving forward.
DermWorld: Do these strategies also vary for the kind of care you are providing?
Dr. Nguyen: Absolutely. Different conditions and different patient populations demand different approaches.
For example, HS has an average diagnostic delay of seven years, which represents years of physical pain, emotional distress, and often medical dismissal. These patients need time, validation, and reassurance of expertise. We make it clear that we take their disease seriously and are deeply committed to improving their quality of life.
Conversely, a routine skin cancer screening may be more visually driven and efficient. We still take some deliberate steps to make sure we are thorough and that the patient feels cared for. Pediatric patients often require additional time to address either parental or patient anxiety. Our approach is intentionally flexible; it is tailored not just to the diagnosis, but to the individual sitting in front of us.
DermWorld: How can technology, particularly social media, improve the patient experience and/or patient education?
Dr. Nguyen: Social media has become an essential extension of how we connect with our community, whether we like it or not. We view it as an opportunity to educate, demystify skin disease, and promote evidence-based information in an accessible way.
We also use social platforms to introduce our team, so patients recognize familiar faces before ever stepping into the office. That familiarity lowers anxiety and builds trust. Ultimately, social media allows patients to better understand who we are, what we stand for, and how they can engage with us beyond the exam room.
Harrison Nguyen, MD, MBA, MPH, FAAD, is the managing director/chief investigator at Harrison Dermatology & Research Group in Houston. Dr. Nguyen is also clinical assistant professor at the University of Houston College of Medicine and Baylor College of Medicine.
More answers
Need more insight on managing your practice? Check out the archives of the most popular Answers in Practice columns.
