ABCS Communication & Stakeholder Relations 3 — Questions and Answers
Question 1: A patient calls three days post-rhinoplasty reporting increasing swelling and difficulty breathing. The BEST initial response is to:
- Reassure the patient and schedule a routine follow-up in two weeks
- Conduct a detailed telephone assessment and arrange immediate in-person evaluation (Correct answer)
- Prescribe antibiotics over the phone without examination
- Direct the patient to the emergency room without further assessment
Correct answer: Conduct a detailed telephone assessment and arrange immediate in-person evaluation
Breathing difficulty after rhinoplasty may signal hematoma or airway compromise requiring urgent assessment before determining disposition.
Question 2: When an unexpected complication arises from a cosmetic procedure, the surgeon's FIRST communication priority should be to:
- Consult the hospital's legal department before speaking to the patient
- Notify the patient's family before the patient
- Inform the patient honestly and promptly about the complication (Correct answer)
- Wait until the complication resolves before any disclosure
Correct answer: Inform the patient honestly and promptly about the complication
Timely, honest disclosure to the patient is both an ethical obligation and a communication standard that supports trust and informed decision-making.
Question 3: A patient is experiencing psychological distress following a cosmetic procedure that met all technical standards. The MOST supportive response is to:
- Remind the patient that the surgery was technically successful
- Offer a referral to a mental health professional and provide empathetic support (Correct answer)
- Suggest immediate revision surgery to address their unhappiness
- Characterize their distress as typical and transient post-operative emotions
Correct answer: Offer a referral to a mental health professional and provide empathetic support
Body dysmorphic disorder and adjustment difficulties may underlie distress despite technical success, making mental health referral the appropriate intervention.
Question 4: A patient is dissatisfied with her breast augmentation outcome. The MOST appropriate initial surgeon response is to:
- Immediately offer a full financial refund
- Schedule a consultation to listen to concerns and objectively assess the outcome (Correct answer)
- Explain that the results fall within accepted parameters and close the discussion
- Refer the patient to another surgeon without further discussion
Correct answer: Schedule a consultation to listen to concerns and objectively assess the outcome
Active listening and objective clinical re-assessment demonstrate respect for the patient's concerns and enable appropriate next steps.
Question 5: Post-operative written discharge instructions primarily serve to:
- Protect the surgeon from medicolegal liability
- Reinforce verbal instructions and provide a home reference for the patient (Correct answer)
- Replace verbal communication with the patient entirely
- Document the surgeon's compliance with hospital protocols
Correct answer: Reinforce verbal instructions and provide a home reference for the patient
Written instructions consolidate verbal teaching and give patients a reference when memory of verbal instructions fades, improving adherence and outcomes.
Question 6: A patient posts negative comments about their outcome on social media before contacting the practice. The BEST response is to:
- Post a public rebuttal on the same platform
- Ignore the post to avoid drawing further attention to it
- Contact the patient privately to express concern and invite an in-person discussion (Correct answer)
- Immediately pursue legal action for defamation
Correct answer: Contact the patient privately to express concern and invite an in-person discussion
Private outreach demonstrates care for the patient's wellbeing and opens a channel to resolve concerns, while public rebuttals risk HIPAA violations and reputational harm.
Question 7: Documentation of post-operative patient communications should include:
- Only communications that led to a documented complication
- All patient contacts with dates, content summary, and follow-up plans (Correct answer)
- A single end-of-care summary at case closure
- Communications only if the patient explicitly requested documentation
Correct answer: All patient contacts with dates, content summary, and follow-up plans
Comprehensive contemporaneous documentation of all contacts creates an accurate medical-legal record and supports continuity of care.
ABCS Communication & Stakeholder Relations 3
A patient calls three days post-rhinoplasty reporting increasing swelling and difficulty breathing.
The BEST initial response is to: