DNS List, Flight Risk, and Confused Patients

Sabrina Sajan  0:00  

Ever wondered what motivates people to get plastic surgery? 

Dr. Javad Sajan  0:02  

Did they regret it? 

Sabrina Sajan  0:03  

What, can we learn from the weird and wild stuff that happens at our Plastic Surgery Clinic, we're going to tell some stories, get some laughs and learn on. 

Dr. Javad Sajan  0:11  

Clinic talk with Sabrina Sajan on the plastic surgeon podcast.

Dr. Javad Sajan  0:32  

Hello, my friends, I'm Dr. Javad Sajan and of course, I'm here with my lovely wife and CEO of Allure Esthetic, Sabrina Sajan.

Sabrina Sajan  0:39  

Welcome back. And thanks for listening. Please rate and review us on Apple podcasts to support the channel. On clinic talk we tell real stories of fun, strange, hopeful and educational things that happen at our clinics from day to day.

Dr. Javad Sajan  0:52  

We get a lot of weird and hilarious things happening at the clinic.

Sabrina Sajan  0:56  

You can find the clinic at allureesthetic.com for more information. So janu, what clinic stories are we talking about today?

Dr. Javad Sajan  1:04  

So john, I was doing a training for one of our newer providers, and she brought somebody on the DNS list. 

Sabrina Sajan  1:12  

Why? 

Dr. Javad Sajan  1:13  

Yes, yes. So what happened is, this was a weekend training for one injection training. So we have some new providers right now that we're expanding. So we can take care of all of our amazing, super fantastic patients. So I tell the person who I'm training, I'm like, Hello, we're going to do training on Saturday, you can bring a friend who's a candidate for this kind of product, right? And we're doing filler, so I'm like, okay, why don't you bring our friend who's a filler candidate. And the person's like, yeah, I have so many friends are filler candidates, I'm happy to bring you one who's a filler candidate. So then, you know, she, the person goes through the week on Saturday, I get here, my front desk is there. And the person I'm training comes with, and they call and they're like, oh, we're here. And the front desk person was getting everything ready was a weekend reclose. So I said, Okay, I'll just hop down and come get you off. 

Dr. Javad Sajan  2:12  

So I go downstairs to the lobby of the building and down down the elevators, the front desk and to the glass doors. And I see this person wearing a mask with the person I'm training and I like to tell myself, this person looks familiar. But I can't put my finger on it. Right? So then we're like, Okay, well, it's probably just a little coincidence, I have the privilege of taking care of so many people, they'd probably just looks familiar. So then I had to use my access card to bring them up. That's why I went down because elevators are locked on the weekend. So we get in the elevator, and then the person who's going to be receiving the free product starts talking to me andI'm like that voice is really familiar. And I start getting a little bit of goosebumps, right? Something's not feeling right. Just doesn't smell right. I'm like, Okay, sounds really familiar, but can't my finger on it. So then we come upstairs, they take a seat in the lobby, and I go to my desk and the front desk person takes over. And then the really usual process when somebody comes and gets fillers is they have to, we have to do a COVID screening. And after that, we have to do a COVID survey in our special electronic system. 

Dr. Javad Sajan  3:19  

And then we assign all the consents. So the front desk person goes and does their COVID screening. And as soon as she puts this person's name, I'm not gonna say their name. They're the person receiving the free product. All these red alerts pop up on the computer, Danger, danger, DNS patient, DNS patient, stop, do not schedule. That's what DNS stands for. And then the front desk person comes running to the back with me, and I'm like, "What happened"? Something like that somebody fainted. You know, when someone collapses? Maybe they were nervous, maybe what's going on? Like, what happened, and the front desk is like, "the person receiving the free product that we'll be doing training on is a DNS patient". 

Sabrina Sajan  4:01  

Oh my god, all people in the world.

Dr. Javad Sajan  4:04  

In the world. I'm like, No, you're kidding. You got the name wrong. There's no way we're doing a training. The person I'm training, 

Sabrina Sajan  4:04  

That's her friend. 

Dr. Javad Sajan  4:04  

Yes, it's her best friend. And I'm like, WTH there's no way out of all the people in Washington State. This random person is on our do a DNS list. So then the front desk person is there and we're sitting there looking at each other. What do we do we have a DNS patient 

Sabrina Sajan  4:34  

And she's filling consents in the lobby. 

Dr. Javad Sajan  4:36  

Yes, yes. And I'm like oh goodness. Well, you know, the rule is if you're on the DNS list, we can't treat you so then I bring back the provider. 

Sabrina Sajan  4:44  

So basically what DNS means is the patient had did not where you were unable to provide the patient with an amazing experience. So we feel that we're unable to further treat them or you know, further have them in our offices because we feel that they're going to be unhappy. And for us, the most important thing is for patients to, you know, have an amazing experience to come here and make sure that they're happy for what they're getting. And a patient goes on a DNS list, that just means that you know, we're unable to provide the experience up to their level.

Dr. Javad Sajan  5:19  

It's not a good fit. 

Sabrina Sajan  5:20  

Yeah, it's just not a good.

Dr. Javad Sajan  5:21  

It's not a good fit. We're not trying to say anybody's cuckoo for cocoa puffs. No one's like, we don't believe that we don't use a C word in the office. C word known as crazy. We don't use that no one's crazy. We're not crazy. You're not crazy. No one's crazy. However, sometimes it's not a good fit. And the one thing for everyone to know is when you're a provider, treating a patient, it's a relationship. And that relationship has to be mutually engaging and mutually accepting.

Sabrina Sajan  5:45  

And I think there's something just piggybacking on this, I think, recently, we had an A patient, getting an injection, I think this was a separate day, it was like a Monday or Tuesday, and the patient was just not a good fit with one of our injectors. And they were really upset. And you know, they're like, why can't you treat me? Why can't you just do my filler, like, while she just feels that you were not a good fit for her, and maybe that, you know, you guys just not vibing together. And she was very unhappy. And you know, she left not nice review. Because a provider told her that they're just not a good fit.

Dr. Javad Sajan  6:21  

At our practice, and I know, this is hard for some people to believe, right? We love our patients, we thank God every day for the blessings we have for the volume of people, we have the privilege to serve. However, we will not treat someone to make a sale. We don't care about that. It's important. We know we have to keep the business going. But we will not sacrifice our values or morals or good judgment. Now, just because we refuse to treat someone doesn't mean that person is not a candidate or somewhere else. It just means you're not a candidate at our practice. And what's happening to our practice more and more is, you know, through God's grace, the more we get known, the more we have people coming in sort of requesting things that we may not be able to achieve. You know, sometimes when we can treat them, we'll just nicely say, you know, thank you, we appreciate you. Let's refer that patient somewhere else, and we'll refer him to great people. 

Sabrina Sajan  7:11  

Yeah, that's true. Back to your story. 

Dr. Javad Sajan  7:14  

Okay. So now, we have this DNS patient, as you guys know what that means now was filling out paperwork. This front desk is having an episode. So I'm like, Okay, why don't you bring back the provider and we so we sit down, I'm like, Look, you brought somebody in the DNS list. What were you thinking? And the providers, like, I didn't know it was in the DNS list. Well, I'm like, we can't, I'm like, tell me about this person. Are they really somebody, we can't make happy? And they're like, No, I think the person is great. I've known them since childhood. And now I'm like, Oh, goodness, is his provider also going to be on the DNS list? Yeah. Alright, so now I'm like, well, serious. So then I'm like, Okay, well, we can treat them, you're gonna have to go and, 

Sabrina Sajan  8:01  

Tell your friends. 

Dr. Javad Sajan  8:02  

Tell your friend, they're on the DNS list. And I shouldn't have said that are to whole thing. And then, you know, Please, have a nice day, it was good seeing you going to the sun. And so then the provider walks to the lobby, to tell the DNS person that you're on the list and country. So then I'm like, I want to hear what's going on, because I'm super interested. So I go and hide behind the hallway corner. And I'm like listening into this conversation. And so the provider tells the DNS person you're on the DNS list, we can treat you and this person's like, "Oh, my God, oh my God, why can you treat me, I've been I've been this, that and the other good money. And then to like, know that we won't treat you, we won't treat you we can train, you can't come to any practice affiliated with us. We're so sorry, it's not a good fit. Then the DNS person has the audacity to say, “oh they better check their Yelp reviews in the morning. 

Sabrina Sajan  8:54  

Ah, that’s so wrong. 

Dr. Javad Sajan  8:55  

I know I'm like I'm happy. I'm a double DNS post that list person, you know,

Sabrina Sajan  8:59  

Do you imagine what they would do if they got the filler and we're unhappy. Now you have a person who you've treated and they're unhappy and they're on the DNS list. 

Dr. Javad Sajan  9:11  

Exactly. And once you treat someone you're committed for their treatment, you know, you can't just say go away you got to make sure that there's a reasonable result and are happy so that was a tough one, 

Sabrina Sajan  9:20  

Dodged a bullet. 

Dr. Javad Sajan  9:21  

I really think we did you know, I was on the fence. I was like, well, I'll just maybe I'll just slide on let it go. Because this person's known them but man when they made that comment. I was like, and then the DNS person starts laughing in the lobby like it's some kind of joke. 

Sabrina Sajan  9:33  

Wow, 

Dr. Javad Sajan  9:34  

Maybe it's a joke for you but you know, we can have you in this practice already. And as person if you're watching know, you're nice person. You're kind. I'm sure you're great. To some people not to us. We wish you the best.

Sabrina Sajan  9:44  

Yeah. And then the DNS patient has the I found that is the story and falling day but the DNS patient has the audacity to call the office the next day. 

Dr. Javad Sajan  9:54  

No way. 

Sabrina Sajan  9:55  

Yeah. 

Dr. Javad Sajan  9:56  

Huh. 

Sabrina Sajan  9:57  

Yeah. 

Dr. Javad Sajan  9:58  

What do they say? 

Sabrina Sajan  9:59  

Trying to complain? That we didn't treat them. 

Dr. Javad Sajan  10:02  

It was a free treatment. They weren't even paying it was training. 

Sabrina Sajan  10:04  

That's correct. 

Dr. Javad Sajan  10:05  

So what was the complaint, 

Sabrina Sajan  10:06  

That we're basically not nice people and we're not trying to treat her and she's a good candidate, and basically just complaining about the experience, and we're like, well, you weren't even treated. It was a free treatment. Your friend brought you here. We were just, you know, like, I understand what the issue is here. Like, what are you been complaining about? 

Dr. Javad Sajan  10:28  

I know, they're probably gonna go on Yelp and talk about this podcast. 

Sabrina Sajan  10:31  

Yes, they definitely. Well, this is gonna be a one page, one page review.

Dr. Javad Sajan  10:34  

We'll go ahead. What can we do, to respond to that one, nicely. Okay. So jan, um, I heard we had our runaway, what happen?

Sabrina Sajan  10:46  

So this past weekend or two weekends ago, one weekend to go we went to university village.

Dr. Javad Sajan  10:52  

Yes, sir. He was first time I ended up taking over we're looking at some furniture. So there were some furniture stores there. We went and looked at our age, pottery barn and other strollers, woman board was close. And then we're walking right at Joy's barn grow. 

Sabrina Sajan  11:09  

Yes. So we're just walking around, just you know, looking at stuff shopping. And we're like, oh, we should you know, here maybe it looks nice. There's a lot of people there was real, so busy. The weather was really nice. And, you know, as we're walking, we're wanting to go in there and make a reservation because we're really busy. And as we're walking and you on my right side, on the left side, and Joey's has like an outdoor seating area, and then an indoor as well. And we're walking like past the outdoor seating area. And I see an ex employee.

Dr. Javad Sajan  11:41  

Oh, yeah. Yes, yes. So they were sitting in the, there were sitting joys, but in the outdoor seating area. 

Sabrina Sajan  11:47  

Yes. Yes. So I recognize him right away. And I was like, Oh, I know who that is. And I was just gonna be nice. And like, Hey, what's up, you know? And just say hi, like, I will, you know, it is what it is, you know, people will move on is no big deal. And I was, as I was walking, we were walking past I looked at you, I was like, Oh, hey, I think it's this person. And you're like, Oh, really? And then they're like putting their head down the entire time, like trying to hide their face. 

Dr. Javad Sajan  12:16  

After they saw you. 

Sabrina Sajan  12:17  

Yes. Like they were like, literally, like completely head down. You could barely tell who they were.

Dr. Javad Sajan  12:22  

Were they're eating food, or were they just seated? 

Sabrina Sajan  12:24  

It seemed like they were just seated. Because they just had like full cups of water on their table and like a new set of like fork and knife. So I think they're I think they were just seat that, from what I could tell.

Dr. Javad Sajan  12:35  

Yeah. And they probably wait 30 minutes, because you always had a 30 minute wait that day.

Sabrina Sajan  12:39  

Yeah, she's a 30 to 45 minute wait. And then we go into we're like going inside. And I was like, hey, like that person. And like, you turn around, and I turned around, and they were gone. 

Dr. Javad Sajan  12:52  

They disappeared. So I so this ex employee person told us they left town because somebody died. And somebody was having a breakdown. So they wanted to go back home, out of state. So that's why we you know, we're like, sounds good. You know, you can quit you're welcome to quit. It's up to you how whatever reason you have but thank you for telling us right? So we felt bad. In the whole

Sabrina Sajan  13:14  

We send them flowers. 

Dr. Javad Sajan  13:15  

Yeah, the situation was very shady. So apparently, somebody died. So Sabrina sends them flowers. And Sabrina is like, what's your home address out of state because of this death? We want to send flowers and a little care package for your family. 

Sabrina Sajan  13:29  

Yeah. 

Dr. Javad Sajan  13:30  

And they give us a peel box in Seattle to mail the flowers to. 

Sabrina Sajan  13:34  

Yeah, so then I asked, you know, this person, I was like, Hey, I don't know if I'm able to send this care package flower thing to a peel box. Like, Is there like a better address? I know, you're from another state? I know your family's it from in this other state? Can I send it to them? And basically, she refused to send another address. And she just said, Oh, just send it over here. I'll go pick it up from this address. And I will physically take it with me to this other state, which was really weird, because I'm like, why wouldn't you just give me the address? Like I would, I wasn't gonna like, stalk you anything. Like I was just like trying to be nice and send you flowers and a care package for your family. And whatever. I mean, people you know, have their reasons or whatever, but super shady. But you know, I wish people the best. But it's just so funny because you know, your lies always will come back to you.

Dr. Javad Sajan  14:29  

I know. So then these people probably waited 40 minutes for a seat. Allegedly they're supposed to be out of state or this person is supposed to be and then we saw them and they got so embarrassed. It looks like they ran away after waiting 30 to 40 minutes just to sit down.

Sabrina Sajan  14:46  

Yeah, it was like they weren't until they were invisible and like, not even a minute. I remember like going in, and then we turn around and they're gone. And I'm like, I'm almost 100 like I was not daydreaming. 

Dr. Javad Sajan  14:58  

It was like car cat trying to become Superman. 

Sabrina Sajan  15:02  

It was definitely them. But you know, it is what it is. But you know, I'm saying is not a good idea to lie.

Dr. Javad Sajan  15:07  

I think so it was weird. The whole situation was shady. That was out of control. Yeah, it is what it is. So john, I had a really funny experience the caregiver. 

Sabrina Sajan  15:21  

Oh, really 

Dr. Javad Sajan  15:22  

So when I do surgery for patients, they all get my cell phone. And the reason I do this is because if there's an emergency and night and weekend, you need to be able to access me, right? And I always tell them, You can call me text me or FaceTime, whatever you need. So this was a patient who I did a BBL one and some other things. But a BBO was the main reason that this person was caught, their caregiver was calling me. So it's 11 o'clock at night, we're at home after surgery, and I get a phone call from the caregiver sort of freaking out saying I got this. I don't know what to do with it. I mean, what do you got is like, Oh, it's this was this. I don't know what exactly is it's like a bandage or something. So I'm like, Okay, why don't you FaceTime me, I'll help you with it. 

Dr. Javad Sajan  16:05  

And so when we do a BBL, we always give a patient, these nice high quality adult diapers. Now they're called depends, right? Are you seeing different brands of it? And we do that because you get leakage from sometimes where the fat is put in. So you get those and you change it every you know, every eight hours to keep it clean and dry. So I FaceTime the caregiver was a night really sweet, nice guy. And he facetimes me in the first thing I see is patients totally sitting the wrong way. Not using their BBL pillow. Oh, there's a special pillow, you got to use for BBL. And then he's like, the patient has drains. And the nice caregiver is like, oh, how do I empty the drain? Really nice guy. And I'm like you pull up the tube and throw it in and throw it in the bucket. Right? Which is no big deal. And then he holds up this diaper. He's like, Where do I put this? Where does this go? I like bro this is diaper. Take off the existing diaper and put a new one on. It's not but you know, no worries, I understand. But you can't really put it anywhere else. You know, it has two holes, four legs, can't put it on the head. Can't put it on the arm, you gotta put it where it goes. That was funny.

Sabrina Sajan  17:18  

It's so funny because, you know, we give all of our patient a post op care package basically with color or a care bag. They said they get a bag has a lot of like ABT pads and you know, adult diapers and it has some other care items it has we give them a snack bag with snacks, juice. And we as a nausea bag in there as well in case you know, they feel nauseated during their trip to the house. So I remember, similar story. There's a patient and a caregiver, that surgery was on a Wednesday, they come back for their post op on Thursday. And they're at the front desk. No, there's this thing. There's this blue. There's this plastic blue bandage that's in my bag. And I just could not figure out where to put it last night and we're like, what blue bandage should we give this patient and we're like this, like the front desk comes in, like we can understand what the patient's saying, Can you help us so myself and the front desk and then one of our other nurses, we all go to the front desk and just patients I tried to explain it and he's like, this is long piece of plastic thing. It's a blue. 

Sabrina Sajan  18:28  

It's a bandage. But there's no stickiness to the bandage like how do I wrap it around myself? Like what do I do with and we're super confused because we're like, we've never seen this blue piece of bandage before. And we're like, I'm like, hold on, hold on. Let me just go to the back. And let me grab one of the post op care bags. And we're going to go to the post op care bag and see what this patient's asking for. So you go back to the room and I grabbed one of the post op care bags and we're like, we're going through every single item in the post op care bag. Like is it this? Is it this? Is it this? And then we get to the last item and I'm like Is it this? Because that's the only blue thing in this bag. And he's like Yes, that's it. That's it. Yeah, where do I put that? Where do I put that? I'm like, Oh my god, you don't put that anywhere. That should not your bag. 

Dr. Javad Sajan  19:13  

That's the emphasis bag the blue thing. Yeah. 

Sabrina Sajan  19:16  

Yeah, cuz it like folds, I think and it goes out and in, like, put it in your bag. So the patient was so confused as to what where they should put that they were trying everywhere on their body to like stick it somewhere because they felt that they were not doing something correctly.

Dr. Javad Sajan  19:31  

Oh my god. That's so funny. 

Sabrina Sajan  19:33  

Yeah. So but yeah, it was just a really funny story because 

Dr. Javad Sajan  19:36  

I think they had to wear it. 

Sabrina Sajan  19:39  

Like a stocking or something. 

Dr. Javad Sajan  19:40  

Oh, goodness. 

Sabrina Sajan  19:42  

Yeah, but it's just a nausia bag just in case that they don't feel they can use it.

Dr. Javad Sajan  19:46  

Yeah, so the blue plastic bag with a ring on the end. You know, it can look like many things, but it's an emesis or nausea bag. 

Sabrina Sajan  19:57  

Yes. 

Dr. Javad Sajan  19:58  

Thank you for listening to clinic on the plastic surgeon podcast, please rate and review us on Apple podcasts and support the channel. 

Sabrina Sajan  20:05  

Tune in next time for more clinic talk. We have more great stories coming your way. 

Dr. Javad Sajan  20:09  

From our live surgeries on Snapchat and new ventures throughout the week catch us on all social media at @realdoctorSeattle. 

Sabrina Sajan  20:16  

See you next time. Bye