The Distinctive Dermatologist

What makes excellent dermatologic care feel excellent to a patient? Michael has spent more time in dermatology offices than he ever wanted to. He describes the frustration of repeated visits, long waits, and feeling like a number—and how a simple update from a staff member could change that experience. Dr. Bob Haber, Dr. Billie Cassé, and Dr. Douglass Forsha offer their perspectives on adapting care to the person, listening with intention, and building a practice where patients feel known and respected. Together, their conversations reveal how much patients remember beyond the treatment itself. The Distinctive Dermatologist is hosted by Scott McKain. Thanks to our sponsor, GentleCure from SkinCure Oncology—tough on cancer, easy on skin.

What does your practice stand for—and where can a patient see it? From the first phone call to a conversation about treatment options, every interaction gives your team an opportunity to earn trust. In this special episode of The Distinctive Dermatologist, host Scott McKain brings together highlights from three conversations with Dr. Rania Agha, Dr. Billie Casse, and Dr. Bob Haber to explore how exceptional practices make their commitment to patients tangible. You'll hear: Why the patient experience begins before anyone enters the exam room. How kindness, respect, and intentional hiring shape a practice's culture. Why explaining appropriate treatment options and welcoming questions matters. How thoughtful referrals demonstrate a commitment to the patient's interests. Why the human connection remains central as technology evolves. Scott closes with a simple exercise your team can use to identify—and act on—one opportunity to improve the patient experience this week. It's no longer about standing out—it's about what you stand FOR. The Distinctive Dermatologist is brought to you by GentleCure from SkinCure Oncology. GentleCure...tough on cancer, easy on skin. Our thanks for your continued support of this program.

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.

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.

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.

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

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.

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.

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.

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.

Why does someone choose dermatology over every other medical specialty? This week on The Distinctive Dermatologist, host Scott McKain sits down with two highly respected physicians—Dr. Bob Haber of Cleveland and Dr. Douglass Forsha of Salt Lake City—to explore the personal journeys that led them into dermatology. Their answers go far beyond career decisions. They reveal the experiences, mentors, passions, and purpose that shaped their approach to caring for patients. Along the way, you'll discover that the best dermatologists aren't simply experts in diagnosing and treating skin conditions—they're professionals driven by a genuine commitment to improving lives. Whether you're a dermatologist, a member of a clinical team, or simply interested in the human side of medicine, this conversation offers a refreshing perspective on what inspires exceptional physicians and why purpose matters in creating an outstanding patient experience. As always, The Distinctive Dermatologist is brought to you by GentleCure from SkinCure Oncology. GentleCure is tough on cancer, easy on skin.

Something is changing in the way patients approach the treatment of non-melanoma skin cancer. Increasingly, patients aren't simply asking their dermatologist, "What treatment do you recommend?" They're doing their own research. They're learning about their options. And a growing number are reaching out specifically to ask about non-surgical treatment with Image-Guided Superficial Radiation Therapy—IG-SRT. That raises an important question for every dermatologist: Are patient expectations evolving faster than the treatment options your practice is prepared to discuss? In this encore episode of The Distinctive Dermatologist, Scott McKain speaks with Kerwin Brandt, CEO and co-founder of SkinCure Oncology, about the remarkable growth of IG-SRT and the increasing awareness of GentleCure among patients seeking treatment for non-melanoma skin cancer. This conversation isn't about suggesting that one clinically established treatment option is right for every patient. It's about something increasingly important in healthcare: informed patient choice. When patients arrive having already researched non-surgical alternatives—or begin contacting practices specifically looking for them—the marketplace is sending a signal. The question is whether your practice is prepared to hear it. For dermatologists committed to staying current with changing patient expectations, strengthening the patient experience, and ensuring that appropriate patients understand the clinically established options available to them, this encore conversation is more relevant today than when it was first released. The future of dermatology won't be defined only by advances in treatment. It will also be shaped by how effectively practices respond to increasingly informed patients who want to understand their choices. Listen to this important conversation with Kerwin Brandt—and consider what the growing demand for IG-SRT may mean for the future of your practice. The Distinctive Dermatologist is brought to you by GentleCure from SkinCure Oncology—tough on cancer, easy on skin.

In this episode of The Distinctive Dermatologist, Scott McKain explores an often-overlooked driver of patient loyalty: understanding what matters most to patients—not just clinically, but personally. Many dermatology practices focus on successful treatment outcomes, yet patients frequently place just as much importance on how they will look after treatment. From cosmetic concerns to confidence and quality of life, the patient perspective can differ significantly from what providers assume. Scott is joined by bestselling author Joe Calloway, who shares his own perspective as a loyal dermatology patient and explains how understanding customer priorities creates lasting loyalty. You'll also hear insights from renowned dermatologist Dr. Bob Haber on why aesthetic outcomes have become increasingly important, particularly for older patients who want to maintain both their health and their appearance. Later in the episode, GentleCure Chief Operating Officer Josh Swindle discusses research revealing what patients diagnosed with non-melanoma skin cancer value most when making treatment decisions. Radiation therapist John Clodday adds a frontline perspective on how meaningful patient relationships are built throughout the treatment journey—not just in the physician's exam room. If your goal is to strengthen patient trust, increase referrals, and build a practice known for delivering an exceptional patient experience, this episode offers valuable insights into putting patients first—because distinctive practices don't simply treat disease; they understand what matters most to the people they serve.

For the first time in the almost four-year history of our podcast, we are featuring the non-surgical alternative to Mohs surgery for non-melanoma skin cancer, IG-SRT...image guided superficial radiation therapy. The leading organization behind this revolution in patient care is our long-time sponsor -- GentleCure from SkinCure Oncology. In this episode, we'll hear from a leading dermatologist on how this treatement is integrated into his practice. We will learn of the history of GentleCure's founding from its CEO, and we will be challenged to think deeply about the implementation of innovative and successful therapies in medicine from GentleCure's Chief Brand Officer. It's an important dermatological discussion on this week's The Distinctive Dermatologist.

In this revised/encore edition of The Distinctive Dermatologist, we revisit one of our most popular episodes of the past four years -- our time with Michael Carney.  Michael has experienced multiple treatment approaches, including Mohs surgery and GentleCure. In this candid conversation, he shares what it's really like to navigate those decisions—what builds trust, what creates doubt, and what patients wish they had known sooner. Because the patient experience isn't defined by what we intend to deliver—it's defined by what patients actually experience. And when patients discover they weren't fully informed of their options, trust doesn't just erode. It disappears. If you're committed to delivering the Ultimate Customer Experience® and building a practice that earns deeper trust, this is a conversation you need to hear. As always, our appreciation to our sponsor, GentleCure from SkinCure Oncology. GentleCure...tough on cancer...easy on skin.

What do today's patients really want? Increasingly, the answer is simple: a choice. In this episode of The Distinctive Dermatologist, host Scott McKain explores why patient choice has become one of the defining characteristics of exceptional dermatology practices. Featuring insights from SkinCure Oncology CEO Kerwin Brandt, customer experience expert Joe Calloway, GentleCure Chief Brand Officer, Adam Lefton, a patient who shares his personal journey, and physician-surgeon Dr. Bob Hager, this episode examines patient choice from every angle—business, clinical, and personal. You'll discover why informed patients expect to participate in decisions about their care, how consumer expectations are reshaping healthcare, and why practices that embrace meaningful choice are better positioned to build trust, loyalty, and distinction. Whether you're a dermatologist, practice leader, or healthcare professional committed to elevating the patient experience, this conversation offers valuable insights into creating a practice where patients feel empowered, respected, and heard. Because being distinctive isn't just about the treatments you provide—it's about the choices you make available. Thanks to our sponsor, GentleCure from SkinCure Oncology, for making The Distinctive Dermatologist possible.

Our guest on this week's episode of The Distinctive Dermatologist is Robert Haber, MD. He is a Board Certified Dermatologist as well as a Pediatrician, and is a Clinical Professor in the Departments of Dermatology and Pediatrics at Case Western Reserve University School of Medicine. In his practice, he treats children and adults, and provides skin care for the entire family. Dr. Haber is considered one of the finest hair transplant surgeons in the world, and lectures internationally each year. On this episode, we cover multiple topics including how generations are striving to keep a healty appearance, how communication is different in pediatric dermatology, and the benefits of IG-SRT in treating NMSC. We also address the issue of patient choice and how it contributes to ensuring trust in the physician. Thanks, as always, to GentleCure from SkinCure Oncology for sponsoring The Distinctive Dermatologist. 

From a very uniquely designed and decorated clinic that is truly one-of-a-kind, to extensive experience in research as well as treating his dermatology patients, Dr. Douglass Forsha can easily be described as a "distinctive dermatologist." In this episode, you'll learn about his journey from student to his successful practice near Salt Lake City. He wil talk about aspects of his diverse interests from Accutane as a way to prevent permanent facial and body scarring to shampooing techniques to manage seborrheic dermatitis. Thanks to GentleCure from SkinCure Oncology for sponsoring this intriguing look at how a highly successful dermatologist delivers what has earned him repeat and referral business for many years on this edition of The Distinctive Dermatologist.

Joshua Swindle has seen the many sides of healthcare. From a radiation therapist treating patients to a C-Suite executive for a ground-breaking skin cancer treatment company, his varied career has been united by a central philosophy: It's first and always about the patient. That's why his views on patient choice, the future of skin cancer treatment, and what's next in the field of dermatological oncology are both insightful and important. And they are the topic of this week's edition of The Distinctive Dermatologist. Josh Swindle serves as the Chief Operating Officer of SkinCure Oncology, which is the sponsor of our podcast. However, his message is not specific to GentleCure -- it's important for all who are practitioners and patients seeking the most impactful and effective treatments. Thanks to our sponsor, GentleCure from SkinCure Oncology, for making this program possible.

This week on The Distinctive Dermatologist, we explore one of the most important — and often overlooked — aspects of building a distinctive practice: the quality of every patient interaction. Drawing from Scott McKain's Three Levels of Customer Interaction -- and revealling an unlikely business model: the Savannah Bananas -- this episode examines how dermatologists and clinics can move beyond routine transactions and create meaningful moments that build trust, confidence, and loyalty. Patients may come to your practice for medical expertise, but what they remember is how they were treated, how clearly they were informed, and how personally they felt their concerns were understood. From the first phone call to the exam room conversation to follow-up communication after treatment, every interaction either strengthens or weakens the patient's perception of your practice. The distinctive dermatologist recognizes that clinical excellence and human connection are not competing priorities — they are both essential to delivering the Ultimate Patient Experience. In this episode, we'll look at practical ways dermatologists, practice managers, and team members can improve communication, reduce patient anxiety, create greater consistency, and transform ordinary touchpoints into opportunities for distinction. It's an episode you will want to share with your entire team at a staff meeting or a "lunch and learn" to have everyone in your clinic on the same page, moving toward an "Ultimate Customer Experience®." Thanks to our sponsor, GentleCure from SkinCure Oncology, for supporting The Distinctive Dermatologist and its mission to help dermatology practices stand out in a crowded and competitive marketplace.

Radiation therapy offers a significant advantage in treating non-melanoma skin cancers, but it is often overlooked when Mohs surgery is presented to patients as the sole option.   Dedicated superficial treatment equipment, like that used in dermatology offices, provides an alternative and highly effective treatment with a superior patient experience.     This integration not only benefits the patient by keeping them within their familiar practice but also enhances the practice's offerings and patient retention. The true art lies in building trust through open communication and ensuring patients are aware of all available treatment options.   On this episode of The Distinctive Dermatologist, John Klade from SkinCure Oncology talks with Scott McKain about his new podcast for radiation therapists -- Born to Beam -- and discusses the role of the radiation therapist in a dermatology practice.   Thanks, as always, to our sponsor, GentleCure from SkinCure Oncology. GentleCure...tough on cancer...easy on skin.

In this special edition of The Distinctive Dermatologist, we've brought together a powerful collection of voices to share the most important ideas from recent conversations. This episode is a curated collage of insights from a skin cancer patient, leadership perspective from the CEO of SkinCure Oncology, the originator of the Skin Cancer Treatment Journal, and business advisor Joe Calloway. Each offers a different lens on what it takes to deliver better outcomes, stronger relationships, and a more meaningful patient experience. From the patient's perspective, you'll hear what truly matters when facing a diagnosis and making treatment decisions. From leadership, you'll gain insight into the data of what patients are seeking now so you can deliver care that earns trust. And from the world of business, you'll discover what it takes to stand out in a competitive marketplace and create experiences that patients remember—and recommend. What emerges is a simple but powerful truth: distinction in dermatology isn't built in isolation. It's created when clinical excellence, communication, leadership, and patient understanding come together. If your goal is to strengthen your practice, elevate your patient experience, and remain relevant in a rapidly changing healthcare environment, this episode delivers ideas you can apply immediately. Special thanks to our sponsor, SkinCure Oncology and GentleCure, for their commitment to advancing patient-centered care and supporting The Distinctive Dermatologist.

In dermatology, the conversation around skin cancer treatment is evolving. This episode of "The Distinctive Dermatologist" features an interview with Adam Lefton, Chief Brand Officer of our sponsor, GentleCure from SkinCure Oncology.   Adam introduces The Skin Cancer Treatment Journal, a new initiative on Substack, aims to bridge the gap between what patients are told and the full spectrum of available options, emphasizing informed consent.   This journal tackles complex topics like policy, incentives, and the trust in medicine, moving beyond traditional marketing to foster thought leadership. It highlights that while Mohs surgery is effective for many, the critical issue is the absence of choice when it becomes the sole presented option, potentially eroding patient trust.   The core problem being addressed is the problem where patients assume they are privy to all options, but often are not. This initiative encourages physicians and patients to explore the data, ethics, and realities shaping treatment decisions, ultimately advocating for patient empowerment in healthcare choices.   Read more at: https://www.skincancerjournal.com   Thanks to our sponsor, GentleCure from SkinCure Oncology, who champion fully informed consent for all patients.

How do you stand out in a crowded marketplace when everyone claims to be different? This week on The Distinctive Dermatologist, I'm joined by bestselling business author Joe Calloway, whose books include Becoming a Category of One, Be the Best at What Matters Most, and Magnetic. Joe has spent decades helping organizations understand what truly earns loyalty, attracts customers, and creates meaningful distinction. In our conversation, we explore what it takes to become the obvious choice in your marketplace—and how those same principles apply directly to today's dermatology practices. We discuss: • Why being "better" is more powerful than simply being bigger • How practices can become the preferred choice for patients and referrals • The real drivers of loyalty and word-of-mouth growth • Why clarity and consistency matter more than clever marketing • What leaders must do to create a culture patients can feel Whether you lead a single practice or a multi-location organization, this conversation offers practical wisdom you can apply immediately. Thanks, as always, to our sponsor, GentleCure from SkinCure Oncology.

What makes a dermatology practice truly stand out? In this special video episode of The Distinctive Dermatologist, Scott McKain shares highlights from a keynote presentation based on his bestselling book, ICONIC, applying its principles directly to patient experience, practice growth, and long-term differentiation. Discover how distinction drives patient trust, referrals, team engagement, and sustained relevance in today's evolving healthcare landscape. Thanks, as always, to our sponsor, SkinCure Oncology and GentleCure, for supporting The Distinctive Dermatologist. This episode is ideal for dermatologists, practice managers, administrators, and care teams seeking to create a more memorable and meaningful patient experience. Please share with your team -- and subscribe and share this podcast, as well!

For the past three-plus years, The Distinctive Dermatologist has presented many tactics and strategies for making your practice stand out from your competition. We've focused, as well, on the importance of the patient experience. Our sponsor, GentleCure from SkinCure Oncology has consistently been a leader in advocating for patient choice. Abundant research demonstrates that when patients are presented with clinically established options, they feel more in control, and their satisfaction with -- and advocacy for -- your clinic is enhanced. On this episode, Kerwin Brandt, CEO and co-founder of SkinCure Oncology, talks about the amazing growth of the non-surgical option presented by IG-SRT and how patients are learning about and asking for the GentleCure approach to treat their non-melanoma skin cancer lesions.

This episode marks a first for The Distinctive Dermatologist—our transition to both audio and video. But more importantly, it marks a shift in perspective. Instead of hearing from a physician or industry expert, you'll hear directly from a skin cancer patient. Michael Carney has experienced multiple treatment approaches, including Mohs surgery and GentleCure. In this candid conversation, he shares what it's really like to navigate those decisions—what builds trust, what creates doubt, and what patients wish they had known sooner. Because the patient experience isn't defined by what we intend to deliver—it's defined by what patients actually experience. And when patients discover they weren't fully informed of their options, trust doesn't just erode. It disappears. If you're committed to delivering the Ultimate Customer Experience® and building a practice that earns deeper trust, this is a conversation you need to hear. Thanks to our sponsor, GentleCure from SkinCure Oncology, for supporting this episode and their commitment to expanding patient choice in skin cancer treatment.

Every week for the past three-plus years, "The Distinctive Dermatologist" has brought you information that bestselling author and business advisor Scott McKain has created from his research and experience in working with a vast array of leading organizations in varied industries on how to serve customers more remarkably. This week, we have something different. In the Substack blog, The Skin Cancer Treatment Journal, Adam Lefton, Chief Brand Officer of SkinCure Oncology, wrote the post, "When History Repeats Itself, Patients Pay the Price." The Distinctive Dermatologist podcast would like to share his words with you this week, because when adoption slows down, patients pay the price. This podcast is sponsored by GentleCure from SkinCure Oncology, whose work supports expanded awareness of treatment options for appropriate cases of non-melanoma skin cancer. Their commitment reflects an important principle behind today's message: when patients understand their options and feel included in decisions, trust deepens — and long-term relationships thrive.

This episode is about something that happens in almost every dermatology practice — yet it's rarely discussed directly. A patient leaves the appointment with the diagnosis explained, the treatment recommended, and the chart completed. From the clinical perspective, everything went exactly as it should. But from the patient's perspective, something is still missing. One of the most important roles any dermatologist plays is the confidence transfer. You'll learn about it on this episode. This episode is sponsored by GentleCure from SkinCure Oncology, whose work supports greater patient awareness and informed conversations about treatment options for appropriate cases of non-melanoma skin cancer.

This episdode of The Distinctive Dermatologist challenges a mindset that quietly shapes many dermatology practices — often without anyone realizing it. It's the idea that today's appointment is the goal; that the visit itself is the finish line. Many practices unintentionally operate in short-term mode — focused on resolving the issue in front of them instead of strengthening the relationship that surrounds it. This episode also reveals the question that forces a shift from short-term efficiency to long-term trust. Thank to our sponsor, GentleCure from SkinCure Oncology, whose work supports expanded awareness of treatment options for appropriate cases of non-melanoma skin cancer. Their commitment reflects an important principle behind today's message: when patients understand their options and feel included in decisions, trust deepens — and long-term relationships thrive. Thanks, too, to those in attendance at my presentation to the Association of Dermatology Administrators and Managers in Chicago this past weekend. It was a pleasure to connect with you about the Ultimate Customer Experience® in your dermatology practices.

Patients rarely leave a dermatology practice because something went wrong clinically. More often, they leave because what they experienced didn't match what they expected. In this episode of The Distinctive Dermatologist, we explore the "Expectation Gap"—the quiet space between what patients believe will happen and what actually does. When that gap grows too wide, trust erodes, loyalty fades, and patients disappear without complaint. You'll hear why unmet expectations are usually caused by surprise rather than failure, how incomplete conversations—especially around treatment options—can cause unrepairable damage to trust, and why patients who feel uninformed don't just leave…they talk. This episode builds on previous conversations about trust, clarity, leadership, and informed choice, and challenges practice leaders to see expectation-setting as a leadership responsibility—not a marketing task. Sponsored by GentleCure from SkinCure Oncology, supporting informed, transparent patient conversations and the delivery of an Ultimate Customer Experience®.

This episode is about what may represent the greatest hidden risk to trust, loyalty, and long-term growth in a dermatology practice. They are the invisible patients. They don't want conflict. They don't want to feel confrontational. And they don't want to challenge a medical professional. So instead, they do what feels easiest. They leave quietly. And when that happens, the practice often assumes everything is fine — because nothing ever surfaced. That's the danger. This episode is sponsored by GentleCure from SkinCure Oncology, whose work centers on expanding awareness of treatment options for appropriate cases of non-melanoma skin cancer. Their support reflects an important principle behind today's message: patients don't disappear because they're difficult — they disappear when trust quietly erodes. And trust is built through transparency, clarity, and complete conversations.

This episode is a little different. It's about choice. Let's be very clear from the start: this conversation is not about second-guessing clinical judgment. It's not about telling dermatologists what they should recommend. And it's certainly not about criticizing any particular treatment approach. More specifically, it's about the responsibility dermatology practices have to ensure patients understand they have choices — even when the physician has a strong recommendation. And it's about what can happen when patients later discover they were never told there were options.  As always, this podcast is sponsored by GentleCure from SkinCure Oncology, whose work is centered on expanding patient awareness of options for cases of non-melanoma skin cancer. Their support of this program reflects an important principle behind today's conversation: patients always deserve to know their options.

This episode of The Distinctive Dermatologist is about a reality that every dermatology practice faces — even the best ones. At some point, something goes wrong. This is not about treatment outcomes or clinical decisions. It's about the patient experience. Here is what you need to know and the steps you must take when miscommunication happens, or the patient is left wondering if your practice truly cares about them. A special thank you to GentleCure from SkinCure Oncology for sponsoring The Distinctive Dermatologist. Their commitment to helping practices deliver the Ultimate Customer Experience® reflects today's message exactly: The ultimate experience isn't defined by the absence of problems. It's defined by how quickly and confidently you restore trust when something goes wrong.

Here is an issue that seems so basic, so obvious, that most leaders don't even think about it as a strategy. But it might be one of the most powerful forces shaping whether your practice keeps patients… and keeps employees. It's this: Keeping your word. I call it The Promise Principle. Because in dermatology — just like in every other business — trust isn't built by what you say. Trust is built by what you do. And more specifically… trust is built by what you do consistently. A special thank you to GentleCure from SkinCure Oncology for sponsoring The Distinctive Dermatologist. Their commitment to helping dermatology practices deliver the Ultimate Customer Experience® reflects today's message: distinction isn't only built on outcomes. It's built on trust. And trust is built when leaders keep their word — with everyone you encounter.

Your front desk might be costing you patients—and profit—without you even realizing it! In this encore episode of The Distinctive Dermatologist, Scott McKain reframes your receptionist as the Senior Vice President of First Impressions, and shows how that single role can make or break patient satisfaction, reviews, referrals, and retention.   You'll discover why minimal training and high turnover at the front desk quietly erode loyalty, and how a few intentional changes in hiring, development, and expectations can transform your reception team into a powerful growth engine for your practice. If you want happier patients, better reviews, and a more profitable dermatology clinic—before they ever see the provider—this short episode will give you practical, immediately usable ideas you can take back to your team today. A special thank-you to GentleCure from SkinCure Oncology for sponsoring this episode and for embodying the same commitment to first impressions and patient experience that we're championing for your front desk team.  With a 99+ percent cure rate, 99+ percent patient satisfaction, and more than 100,000 patients treated at over 400 leading practices, GentleCure shows how the right approach can instill confidence from the very first interaction.  GentleCure helps practices deliver a more distinctive, patient-centered experience from the moment a patient walks through the door. (You'll also note the success of GentleCure -- the number of patients treated has doubled, and there has been substantial growth in the number of practice partners since this episode first released.)

This episode of The Distinctive Dermatologist focuses on the defining advantage for dermatology practices moving forward. It's not going to be volume. It's not going to be speed. It's not going to be who sees the most patients or runs the tightest schedule. The practices that will thrive in 2026 — and beyond — will be the ones that intentionally deepen relationships, not just expand volume. As you look toward the coming weeks of 2026, the question shouldn't be: "How do we get busier?" The better question is: "How do we become indispensable to the patients we already serve?" Thank you, GentleCure from SkinCure Oncology, for sponsoring The Distinctive Dermatologist. Their commitment to helping practices deliver the Ultimate Customer Experience® reflects today's message perfectly — because long-term success is about offering care in a way that builds confidence, trust, and enduring relationships.

Now that the New Year has just begun, many dermatology practices are already back in full motion. However, in the middle of that momentum, there is another conversation that is just as important… and often overlooked. It isn't about revenue. It isn't about volume. It isn't even about efficiency. It's about who you are becoming as a practice — beginning right now. This episode of The Distinctive Dermatologist is about the question reframes the year from the beginning. It's the one that launches The Reset Conversation. Thanks to GentleCure from SkinCure Oncology for sponsoring The Distinctive Dermatologist. Their commitment to helping practices deliver the Ultimate Customer Experience® reflects the same conviction behind today's message: that great care is not only clinical — it is intentional, relational, and grounded in purpose.

As we close out another year, this episode isn't about productivity tips, growth hacks, or pushing harder into the next twelve months. Instead, it's about something deeper — something seen in practices all across the country, and something many teams quietly feel but rarely pause long enough to acknowledge. It's the difference between being busy… and being intentional. For many dermatology practices, the past year has been full.  And when a practice gets busy — especially for long stretches of time — something subtle starts to happen. Busyness begins to replace purpose. We'll tackle that problem at the perfect time -- the end of the year -- on this episode. Thanks to GentleCure from SkinCure Oncology for sponsoring The Distinctive Dermatologist this year. Their commitment to helping practices deliver the Ultimate Customer Experience® is more than a program or partnership — it reflects a deeper belief that when we care intentionally, outcomes improve, trust strengthens, and practices thrive.

This episode of The Distinctive Dermatologist is about something that quietly affects patient trust, loyalty, and outcomes far more than most dermatology practices realize. It's something I call the assumption gap — and it may be one of the most expensive blind spots in healthcare. The assumption gap is the space between what we think patients understand… and what they actually understand. When we assume understanding, confusion quietly replaces confidence. That's why this matters so much. A special thank you to GentleCure from SkinCure Oncology for sponsoring The Distinctive Dermatologist. Their commitment to helping practices deliver the Ultimate Customer Experience® reflects the core truth of today's episode: care isn't complete until it's clearly understood.

If attracting new patients were really the solution…most dermatology practices wouldn't be struggling the way they are. Because the real challenge isn't getting patients in the door. It's getting them to come back. Today's episode is about the second visit problem — and why it's one of the most overlooked growth barriers in dermatology. A special thank you to GentleCure from SkinCure Oncology for sponsoring The Distinctive Dermatologist. Their commitment to helping practices deliver the Ultimate Customer Experience® reflects today's message perfectly: Growth doesn't come from more first visits. It comes from stronger relationships that lead to the second… and the third… and the fourth. It's an important topic on this week's edition of The Distinctive Dermatologist.

Patients sometimes wonder: "Why did I get different information from different people?" -or- "Who am I supposed to talk to?" -or- "Why does each person at this dermatology clinic act differently toward me?" That's why this episode focuses on something that is often underestimated in clinical environments — but it might be the most important factor of all: Team Distinction...a unified culture where everyone contributes to an experience that is consistent, caring, and distinctive. A special thank-you to GentleCure from SkinCure Oncology for sponsoring The Distinctive Dermatologist. Their commitment to supporting practices and elevating the Ultimate Customer Experience® aligns perfectly with today's message: Excellence isn't just what one person does. It's what everyone repeats.  

For most dermatology practices, it's one of the busiest times of the year. People are trying to use those remaining benefits, deductibles are about to reset, and suddenly, everything patients postponed over the past 11 months becomes urgent. It's a sprint. And because it's a sprint, there's a myth that creeps into a lot of practices. Here it is: "If we're busy in December… we must be productive." But let's be honest — busy and productive are not the same thing. Not even close. That's why the goal of this episode is to help your practice avoid the "December trap." Even though December is busy from a clinical standpoint, it's often quieter from a strategic perspective. We'll discuss why December isn't just a finish line. It's a preview of what needs strengthening for the year ahead. AND -- a special thank-you to GentleCure from SkinCure Oncology for supporting The Distinctive Dermatologist.

Welcome to a special Thanksgiving edition of The Distinctive Dermatologist. Thanksgiving gives us a rare chance to slow down, look around, and take stock of what truly matters — not just in our personal lives, but in our practices, our teams, and the patients we serve. That's why this episode is about something simple… but essential: Gratitude as a growth strategy. In dermatology, you transform lives every day. You help patients regain confidence, improve their comfort, and protect their long-term health. But what often gets overlooked is how gratitude, expressed intentionally, becomes one of the most powerful tools for creating a distinctive patient experience. On this episode, Scott McKain shares three major ways gratitude can transform your practice. AND - we're grateful you listen and subscribe to The Distinctive Dermatologist! A heartfelt thanks to GentleCure from SkinCure Oncology for sponsoring The Distinctive Dermatologist. Their commitment to helping practices elevate the Ultimate Customer Experience® is something we are deeply grateful for — and something that reflects what this season is all about:

In this episode of The Distinctive Dermatologist, Scott McKain explores the often-overlooked "digital doorway" — the moment patients encounter your practice online before they ever walk through your physical door. Discover how your website, reviews, bios, and online presence shape trust, reduce anxiety, and influence whether a patient chooses you… or keeps scrolling. This episode outlines the subtle signals that create confidence, the inconsistencies that erode it, and the simple steps your team can take to create a distinctive digital-first experience. Sponsored by GentleCure from SkinCure Oncology, supporting practices committed to delivering the Ultimate Customer Experience®.

This episode of The Distinctive Dermatologist is about something that your patients may never see directly…but they absolutely feel every time they interact with your practice: Invisible Excellence. A practice cannot deliver a distinctive patient experience on the front stage if the backstage is chaotic. When everyone understands their role in the patient experience, the practice begins to feel like it is running with intention. We'll explore how you deliver that on this important episode. Thank you to GentleCure from SkinCure Oncology for sponsoring The Distinctive Dermatologist. Their commitment to helping practices deliver the Ultimate Customer Experience® reminds us of something important: Distinction doesn't happen in big, dramatic moments. It happens in the quiet, consistent excellence of everyday care at YOUR dermatology clinic.

Many patients only schedule when something is already wrong. A flare-up. A spot that changed. A procedure that needs attention. But when you're the practice that talks about prevention — before problems happen — you shift the relationship. You move from transactional to transformational. This episode of The Distinctive Dermatologist reveals how YOU become the dermatologist who: Sees the whole person. Guides patients over time. Helps them feel confident every day, not just when there's a problem. Thank you to GentleCure from SkinCure Oncology for sponsoring The Distinctive Dermatologist. Their commitment to helping practices deliver the Ultimate Customer Experience® reflects the same philosophy we're discussing today: Patients deserve care that is thoughtful, clear, empathetic, and proactive, not just reactive.

This episode focuses on something that doesn't always show up in patient charts—but it absolutely shows up in your practice: anxiety. Think about what many patients feel before walking into a dermatology appointment: embarrassment about their skin, fear of a diagnosis, or concern about what treatment might involve. For some, it's their very first visit to a dermatologist—and that can feel intimidating. Now here's what's important: the way your practice handles that moment of anxiety often determines whether you gain or lose that patient for life. Turning anxiety into assurance isn't just compassionate care—it's smart business. Thanks again to GentleCure from SkinCure Oncology for sponsoring The Distinctive Dermatologist. Their dedication to helping practices deliver the Ultimate Customer Experience® reminds us that distinction isn't just about results—it's about relationships built on empathy, trust, and care.  

For many dermatology practices, social media is treated like an afterthought or a marketing checkbox. But today, it's more than that—it's the digital front door to your practice. This episode illuminates that your social media doesn't just represent your marketing. It represents your brand of care. Thanks again to GentleCure from SkinCure Oncology for sponsoring The Distinctive Dermatologist. Their commitment to helping practices deliver the Ultimate Customer Experience® is a reminder that great care doesn't stop at the clinic—it extends into every touchpoint where patients connect with your brand.

In this episode of The Distinctive Dermatologist, Scott McKain explores how dermatology practices can turn everyday skin checks and follow-ups into powerful relationship-building moments. Routine appointments are often seen as ordinary—but they hold extraordinary potential for creating patient loyalty, increasing referrals, and strengthening trust. Discover practical ways to transform standard visits into meaningful experiences that show patients they're remembered, valued, and cared for beyond the clinical interaction. Sponsored by GentleCure from SkinCure Oncology, supporting practices committed to delivering the Ultimate Customer Experience®.