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The Distinctive Dermatologist: Daily Summaries Delivered
by Scott McKain
For dermatologists and those associated with their practice who want to deliver an Ultimate Customer Experience® for their patients to expand retention and referrals. We'll look at how you grow your bottom line while providing higher-quality patient experiences.
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- 5 days ago16 min
Two Leaders in Dermatology, One Conviction — with Dr. Rania Agha and Dr. Billie Casse
Two of the most distinctive dermatologists we've featured on this program took very different paths to get where they are now. Dr. Rania Agha of Summit Dermatology in Oak Brook, Illinois, immigrated to the United States and spent seventeen years in training. Dr. Billie Casse of Reno, Nevada, was going to be a professional dancer until a hip disease at age ten changed everything. And yet they arrived at exactly the same place: a practice built on what the leader stands for. This week, Scott McKain brings the best of both conversations together in a single episode. You'll hear how each of them found her calling, the mentors who shaped them (including a lesson from Dr. Bill Beeson that changed how Dr. Agha practices medicine to this day), and why both doctors, without prompting, said the patient experience starts at the front desk — not in the exam room. Along the way: Why Dr. Agha tells her staff "no patient, no practice" and "one patient lost is a thousand patients lost" The "Vice President of First Impressions" and why the title matters What Dr. Casse means when she says patients should feel like they're home How skin health shapes mental health, and why patients come in for "peace of mind," not a skin check Where dermatology is headed — and why AI will assist the dermatologist but never replace the human touch If you lead a practice, this one comes with a challenge: walk in tomorrow morning as if you'd never been there before, and ask whether what happens at the front of your practice stands for what you say you stand for. The Distinctive Dermatologist is brought to you by GentleCure from SkinCure Oncology. GentleCure: tough on cancer, easy on skin. Learn more at GentleCure.com.
- 1 weeks ago25 min
ENCORE: Creating a Dermatology Practice Patients Remember — with Dr. Douglass Forsha
What makes a dermatology practice truly distinctive? Sometimes, it's not a dramatic innovation or an expensive investment. It's the accumulation of thoughtful details that tell patients, we cared enough to think about your experience. In this encore presentation of one of our popular conversations, Scott McKain talks with Dr. Douglass Forsha about the distinctive practice he created in the Salt Lake City area—and the thinking behind an environment that has earned considerable attention from patients and visitors alike. Dr. Forsha shares how seemingly simple decisions about design, artwork, lighting, finishes, fresh flowers, and other details helped create an office that feels different from the moment patients arrive. Perhaps most importantly, his experience demonstrates that creating a remarkable environment doesn't necessarily require an extravagant budget. It requires intention. The conversation offers a valuable reminder for every dermatology practice: patients experience far more than the clinical care you provide. They notice the surroundings. They notice the details. They notice how the practice makes them feel. Clinical excellence may be the foundation, but the total experience can help determine what patients remember, what they tell others, and whether they enthusiastically recommend your practice. It's a conversation worth hearing again—and an invitation to look at your own practice through the eyes of the patient. Our thanks to GentleCure from SkinCure Oncology for its continued sponsorship of The Distinctive Dermatologist and for supporting our mission to help dermatology practices create exceptional experiences for the patients they serve.
- 2 weeks ago21 min
The Example You Set: Purpose, Mentorship, and Patient Experience
The Example You Set: Purpose, Mentorship, and Patient Experience What makes a dermatologist—or a dermatology practice—truly memorable? Clinical expertise matters, but patients and colleagues also remember how you communicate, how you respond when circumstances become difficult, and the example you set every day. On this episode of The Distinctive Dermatologist, host Scott McKain explores the connection between patient experience, personal purpose, and professional example. Author and business consultant Joe Calloway shares his perspective as both a customer-experience expert and a dermatology patient. He explains why patients compare their dermatology practice not only with other healthcare providers but also with every organization that provides them with an exceptional experience. From the website and telephone call to the way an appointment delay is handled, every interaction shapes the patient's confidence. Dr. Douglass Forcha discusses his unexpected path into medicine and dermatology—and the deeply personal experience that helped inspire his career. When his mother became terminally ill, her physician continued to visit and care for her. Although the outcome could not change, the doctor's compassion made an impression that lasted for decades. Dr. Rania Agha shares how extraordinary mentors influenced her development as a dermatologist, surgeon, educator, and patient advocate. She recalls an important lesson from Dr. William Beeson: skill can make someone a good surgeon, but a great surgeon must also know how to manage complications. The central message is simple: Most of us can remember someone whose example expanded our idea of who we could become. Eventually, the challenge is no longer merely to admire that example—it is to become it for our teams, our colleagues, and our patients. Your reason for doing this work becomes most powerful when others can see it reflected in the way you do the work. Our thanks to GentleCure, sponsor of The Distinctive Dermatologist. The Distinctive Dermatologist is hosted by Scott McKain, CSP, CPAE.
- 3 weeks ago21 min
What Patients Want: Choice, Care, and a Voice
What makes a great patient experience? It's more than a welcoming staff, convenient scheduling, or an efficient appointment. One of the most important questions may be: Did the patient have a meaningful voice in their own care? On this episode of The Distinctive Dermatologist, Scott McKain explores why patient choice is an essential—and sometimes overlooked—part of the patient experience. You'll hear directly from Mike, a skin cancer patient, about his experience and what mattered to him when considering treatment. Laura Billet of GentleCure shares insights about what patients expect from their interactions with dermatologists, while Adam Lefton of GentleCure examines what happens when patients are offered only the treatment their physician or practice provides. Finally, Kerwin Brandt, CEO and co-founder of SkinCure Oncology, shares the remarkable patient experience that helped inspire the creation of the company—and explains why listening to what patients want can be more than the right thing to do. Happier, more engaged patients can become loyal advocates who generate positive reviews, referrals, and practice growth. The central message is simple: The best patient experience isn't created by deciding for the patient. It's created by caring enough to decide with the patient. This is because the treatment conversation isn't separate from the patient experience. It is part of the patient experience. Our thanks to the sponsor of The Distinctive Dermatologist, GentleCure, helping dermatology practices provide Image-Guided Superficial Radiation Therapy (IG-SRT) as a non-surgical treatment option for appropriate patients with non-melanoma skin cancer
- Aug 18, 202621 min
What Patients Notice About Your Practice That You May Not
What makes one dermatology practice feel ordinary — while another becomes memorable? On this episode of The Distinctive Dermatologist, Scott McKain explores the details that can transform a clinic from simply a place where patients receive treatment into an experience that earns their loyalty, repeat visits, and referrals. Dr. Douglass Forsha shares the story behind his distinctive Salt Lake City-area practice, including how thoughtful design, artwork, fresh flowers, and attention to seemingly small details can create an environment patients notice and remember. Then, Laura Billet, Director of Brand Strategy and Marketing for SkinCure Oncology, draws upon years of visiting dermatology and plastic surgery practices across the country to reveal what she has observed in the practices that get the patient experience right. The conversation explores everything from the importance of the front desk and employee onboarding to better communication when physicians are running behind, easier appointment scheduling, technology, consistent branding, and the importance of dermatologists remaining curious about new treatments and innovations. And perhaps most importantly, there's no single formula for creating a distinctive practice. What matters is intentionally creating an experience that reflects who you are, what you stand for, and how you want patients to feel. Because patients notice the details — and those details can influence whether they return, refer others, and become advocates for your practice. Our thanks to GentleCure from SkinCure Oncology for its continued sponsorship of The Distinctive Dermatologist and for supporting our mission to help dermatology practices create exceptional experiences for the patients they serve. GentleCure — Tough on Cancer. Gentle on Skin.
- Aug 11, 202619 min
The Educated Practice: What Dermatologists Learn, What Patients Need to Know
On this episode of The Distinctive Dermatologist, Scott McKain explores how education shapes not only clinical excellence, but also patient confidence, trust, and the overall experience of care. Dr. Bob Haber discusses why continuing education remains essential for dermatologists in an ever-changing profession. Dr. Billie Cassé shares her approach to educating patients in ways that create clarity rather than confusion. Josh Swindle, Chief Operating Officer of SkinCure Oncology, offers insights from patient data about what people truly want from their dermatology practice. And John Klade of GentleCure examines the important role radiation therapists can play in creating an exceptional patient experience. Throughout the episode, one idea emerges clearly: access to information isn't the same as understanding. The distinctive practice helps patients understand their choices, know what to expect, feel heard, and become more confident in the care they receive. Because education isn't simply the transfer of information. Done well, it becomes an essential part of the patient experience. Our thanks to GentleCure for its continued sponsorship of The Distinctive Dermatologist and for supporting our mission to help dermatology practices deliver exceptional care and create more meaningful patient experiences.
- Aug 4, 202618 min
From Calling to Clinic: Dr. Billie Cassé on the Future of Dermatology
This week on The Distinctive Dermatologist, Scott McKain sits down with Dr. Billie Cassé, founder of Reno Tahoe Dermatology, for an engaging conversation about the journey that led her to become one of the nation's most respected dermatologists. Since opening her own practice in 2022, Dr. Cassé has built a reputation for combining outstanding clinical care with a deeply personalized approach to the patient experience. But this conversation goes far beyond her personal story. Dr. Cassé shares her perspective on where dermatology is headed—from advances in technology and treatment options to the growing importance of patient choice, communication, and trust. She discusses what today's patients expect from their physicians, how practices can prepare for the future, and why successful dermatologists must continually evolve without losing sight of the human connection at the heart of medicine. Whether you're an established dermatologist, just beginning your career, or leading a growing practice, you'll find valuable insights on building a practice that not only delivers exceptional clinical outcomes—but also earns lasting patient loyalty. Join Scott McKain and Dr. Billie Cassé for a thoughtful conversation about leadership, innovation, and the future of dermatology. The Distinctive Dermatologist is brought to you by GentleCure from SkinCure Oncology. GentleCure...tough on cancer. Easy on skin.
- Jul 28, 202619 min
Building the Successful Dermatology Practice: An Interview with Dr. Rania Agha
What separates a successful dermatology practice from one that merely survives? In this episode of The Distinctive Dermatologist, Scott McKain sits down with renowned dermatologist Dr. Rania Agha for a conversation about the principles that create long-term practice success. From delivering an exceptional patient experience to earning trust, building loyalty, and creating a culture of excellence, Dr. Agha shares practical insights drawn from years of experience serving patients and leading a thriving practice. Whether you're an established dermatologist or building your practice for the future, you'll discover strategies that strengthen patient relationships, inspire referrals, and help your practice stand out for all the right reasons. Because the most successful dermatology practices don't just provide outstanding clinical care—they create experiences that patients remember, recommend, and return for. The Distinctive Dermatologist is proudly sponsored by GentleCure® from SkinCure Oncology—tough on cancer, gentle on skin.
About The Distinctive Dermatologist
For dermatologists and those associated with their practice who want to deliver an Ultimate Customer Experience® for their patients to expand retention and referrals. We'll look at how you grow your bottom line while providing higher-quality patient experiences.
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