This session was recorded at the AACS Annual Scientific Meeting on February 20-22, 2025. This is a non-CME course and is approximately 60 minutes in length.

Registration

• $40 - AACS Member (Resident)*
• $40 - AACS Member (Training Fellow)*
• $40 - AACS Member (Physician or Allied Health)
• $80 - Non-Member Practitioner

*Residents and training fellows - After adding the course to your cart, use the coupon code in your renewal confirmation letter to bring the price to $0. If you need assistance, please email AACS headquarters.

Target Audience

Practitioners in the field of cosmetic surgery including, but not limited to, dermatology, oral and maxillofacial surgery, otolaryngology, general surgery, ophthalmology, and plastic/reconstructive surgery.

MODERATORS
Alton Ingram, MD, JD, MBA, FAACS
John Ferguson, MD, FAACS, FACS, FAAFPRS

Attendees will take part in an open, case-based forum exploring the realities and practicalities of encounters with unhappy patients. Through shared stories and practical discussion, the panel will discuss strategies for de-escalation, effective communication, proactive intervention, and team-based solutions, while gaining clarity on legal considerations, documentation, and setting appropriate boundaries to resolve complaints.

Welcome and Introduction
Alton Ingram, MD, JD, MBA, FAACS

Physician and Legal Perspective
Alton Ingram, MD, JD, MBA, FAACS

Administration and Practice Manager Perspective
Catherine Obernesser, AA

Nursing and Clinical Staff Perspective
Madison Lake-Wickham, RN, BSN

Audience Q&A and Panel Discussion
Full Panel

Closing Remarks