Facial Plast Surg 2019; 35(02): 210-213
DOI: 10.1055/s-0039-1683858
Original Research
Thieme Medical Publishers 333 Seventh Avenue, New York, NY 10001, USA.

Avoiding the Unhappy Patient by Building Rapport in the Internet Age

Eugene Kern
1  Department of Otorhinolaryngology, University at Buffalo - The State University of New York, Buffalo, New York
Oren Friedman
2  Department of Otorhinolaryngology - Head and Neck Surgery, University of Pennsylvania Perelman School of Medicine, Philadelphia, Pennsylvania
› Author Affiliations
Further Information

Publication History

Publication Date:
15 March 2019 (online)


The dynamics of the doctor–patient relationship has been complicated as more patients seem to expect perfection in this age of selfies and Internet postings. The preoperative patient interview is critical to recognize both body language clues and subtle but apparent red flags to avoid rhinoplasty on potentially unhappy patients. This interview should include routine use of a body dysmorphic disorder screening questionnaire since legions of these patients are undiagnosed prior to surgery and few, if any, are ever satisfied with even an excellent surgical result. These patients need diagnosis and psychological intervention—not surgery. Rapport is critical to patient and surgeon's satisfaction; therefore, it is valuable to practice the ABC's of rapport building: 1) active listening, (2) positive body language, and (3) candor.