The Distinctive Dermatologist

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 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.