Common reasons why acne patients call the office.
BACKGROUND
Communication between physicians and patients is essential to providing proper medical care. At times, patients leave visits with insufficiently addressed questions. These questions prompt patients to call the clinic for additional information, which disrupts the flow of care, delays proper treatment, and reduces patient satisfaction.


OBJECTIVE
We aim to examine acne patients' post-visit questions to develop interventions to improve patient education and reduce call backs.


METHODS
A retrospective electronic medical record chart review was performed involving Wake Forest Baptist Health Dermatology clinic visits between October 1, 2012 and October 31, 2012. We identified acne patients using clinic visit notes and recorded their telephone calls to the clinic between October 1, 2012 and March 29, 2013.


RESULTS
Of 315 acne patients, 31 (9.8%) called the clinic. Isotretinoin was the subject of 66.7% of the calls, half of which involved questions about potential side effects. Other calls addressed topical medications, acne symptoms, and pharmacy requests.


CONCLUSIONS
The study involved one center and email and fax correspondence was not captured.


CONCLUSIONS
We found gaps in communication sufficient to require patients to call in for support, specifically regarding oral isotretinoin treatment. Interventions to address these questions have the potential to improve quality of care.
Lauren E
LE
Barnes
Amir
A
Al-Dabagh
William W
WW
Huang
Wake Forest School of Medicine.
Steven R
SR
Feldman
D000152:Acne Vulgaris / Q000188:drug therapy / Q000523:psychology*; D003142:Communication; D006801:Humans; D015474:Isotretinoin / Q000627:therapeutic use; D009819:Office Visits; D010353:Patient Education as Topic; D017060:Patient Satisfaction; D010817:Physician-Patient Relations; D012189:Retrospective Studies; D013689:Telephone
D015474:Isotretinoin