Why Trust Matters More Than Treatment: What You Often Remember Most About the Experience

What stays with you after everything is finished

When you first begin considering a surgical procedure or aesthetic treatment, most of your attention naturally goes toward the treatment itself.

You may spend time researching procedures, comparing options, looking at before-and-after photos, or trying to understand what recovery may involve. Questions about technique, timing, and results often become the focus because they feel like the most important parts of the decision-making process.

As you move through the experience, however, your perspective often begins to broaden.

The procedure itself remains important, but it gradually becomes part of a much larger picture. The conversations you have, the questions you ask, the information you receive, and the way you are treated throughout the process all begin to influence how the experience feels as a whole.

Months or even years later, you may not remember every detail that was discussed during a consultation or every instruction you received before treatment. What often remains much more clearly is the way the experience felt. You remember whether there was time to ask questions, whether you felt comfortable discussing concerns openly, and whether the individuals guiding your care helped you feel informed and supported throughout the process.

These moments may seem relatively small at the time, yet they often become some of the most meaningful parts of the overall experience.

Why these conversations feel different

Choosing a surgical procedure or aesthetic treatment is different from many other decisions related to healthcare.

In many situations, you are not responding to an urgent medical issue that requires immediate action. Instead, you are taking time to consider something that feels personal. You may be thinking about a feature that has drawn your attention for years, a change that developed gradually over time, or a concern that is difficult to describe but continues to influence the way you feel when you see yourself.

Because these decisions are personal, the conversations surrounding them often feel personal as well.

You are not simply gathering information about a procedure. You are discussing something that may be closely connected to your confidence, your self-image, or the way you feel in certain situations. Even when the concern itself appears straightforward, the discussion can carry a different level of significance because it involves something that matters specifically to you.

This is one reason trust becomes such an important part of the experience.

Before you can comfortably evaluate treatment options, you often need to feel comfortable having the conversation itself.

Feeling comfortable asking questions

One of the clearest signs that trust is developing is the ability to ask questions openly.

When you feel comfortable during a consultation, questions tend to arise naturally. You may ask about recovery, timing, results, or concerns that you were unsure how to bring up before the appointment. You may ask for clarification when something feels unclear, or spend more time discussing an aspect of treatment that is particularly important to you.

These conversations are valuable because understanding rarely comes from listening alone.

The most productive consultations often feel like discussions rather than presentations. They create space for questions, follow-up questions, and conversations that develop naturally as new information is introduced.

As your understanding grows, you may find yourself asking questions you had not considered before the appointment began. A topic that initially seemed minor can lead to a broader discussion that provides greater clarity about your options and helps you better understand what may be appropriate for your situation.

The ability to have those conversations comfortably often influences the entire experience.

The importance of feeling heard

When you are discussing something that matters to you, feeling heard can have a significant influence on how comfortable the experience feels.

This does not mean hearing exactly what you expected to hear. Rather, it means feeling that your concerns have been understood, that there is time to discuss them properly, and that the conversation is being shaped around what brought you into the office in the first place.

Having the opportunity to explain what you have been noticing often creates a different type of consultation. Instead of moving immediately toward recommendations, there is time to understand the concern itself and why it matters to you.

That distinction may seem subtle, but it often changes the tone of the entire discussion.

When there is room to explain your observations and ask questions openly, recommendations become easier to understand because they are connected directly to the concerns that prompted the conversation.

Feeling heard helps create clarity, and clarity often makes decisions feel less overwhelming.

How trust develops over time

Trust is rarely created through a single interaction.

More often, it develops gradually through a series of experiences that reinforce one another over time.

It may begin with your first phone call to the office. It continues through the consultation, follow-up conversations, treatment planning, and every interaction that takes place before and after a procedure. Each of these moments contributes to your overall impression of the experience.

When communication is clear, expectations are discussed honestly, and questions are welcomed throughout the process, confidence tends to build naturally. Rather than relying on a single interaction, trust develops through consistency and through the feeling that information remains accessible whenever you need it.

This is one reason the overall experience often extends far beyond the treatment itself.

The procedure may take place on a single day, but the relationships and communication surrounding it often develop over a much longer period of time.

Looking beyond credentials and procedures

When you begin researching a practice, it is natural to focus on qualifications, training, experience, and clinical results.

These factors are important and deserve careful consideration.

At the same time, the relationship you develop with the individuals guiding your care often becomes equally important as you move through the process. Feeling comfortable discussing concerns, asking questions, and exploring options openly can have a meaningful influence on your overall experience.

This does not happen because of a single conversation or a single appointment.

It develops through communication, transparency, and the feeling that your concerns continue to matter throughout every stage of the process.

Over time, these interactions often become just as memorable as the treatment itself because they influence how informed, supported, and comfortable you feel from beginning to end.

What often remains most memorable

When you look back on an experience months or years later, it is natural to remember the outcome.

At the same time, the memories that often remain strongest are not always tied to the treatment itself.

You may remember a conversation that helped you better understand your options. You may remember feeling comfortable enough to ask a question that had been on your mind for a long time. You may remember the reassurance that came from knowing there was time to discuss concerns without feeling rushed or pressured.

These moments become part of the experience as well.

While procedures and treatments may be the reason the conversation begins, trust, communication, and relationships often shape how the experience is remembered long after it is over.

Why trust often influences the entire experience

The treatment itself will always be an important part of the experience.

Yet when you look at everything that surrounds it, trust often becomes one of the elements that most strongly influences how the process feels from beginning to end.

When you trust the individuals guiding your care, it becomes easier to ask questions, understand information, and move forward with greater confidence. You spend less energy wondering whether your concerns are being understood and more energy focusing on the decisions that feel appropriate for you.

That confidence does not come from a procedure.

It develops through communication, transparency, and the feeling that you are being treated with respect throughout the process.

Long after the details of an appointment begin to fade, those experiences often remain. In many ways, they become just as important as the treatment itself because they shape how you remember the entire experience.

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Anna Gelder, RMA

Anna Gelder, RMA

Registered Medical Assistant

With more than 15 years of experience in the medical field, Anna brings a diverse and well-rounded clinical background to her role. She began her career as a dental assistant before advancing into medical assisting, where she was selected to participate in the first-ever Medical Assistant Apprenticeship Program through Grand Rapids Community College. This experience helped shape her strong foundation in clinical excellence and patient-centered care.

For the past eight years, Anna has specialized in plastic surgery, where she is dedicated to guiding patients through every stage of their journey with professionalism, compassion, and meticulous attention to detail. She takes pride in creating a supportive, reassuring environment and contributing to a positive patient experience from consultation through recovery.

Ashley Marcinowski, RMA

Ashley Marcinowski, RMA

Registered Medical Assistant

Ashley is deeply passionate about her work and committed to delivering an exceptional level of care to every patient she serves. She believes that truly outstanding patient experiences are built on trust, communication, and genuine connection. By taking the time to listen, understand each patient’s goals, and provide thoughtful, personalized guidance, Ashley strives to create a supportive and elevated experience from start to finish. Her priority is ensuring that every patient feels comfortable, confident, and genuinely cared for throughout their journey.

She takes great pride not only in the quality of care she provides, but also in the meaningful relationships she builds along the way. Ashley is dedicated to fostering a welcoming and positive environment where patients feel valued, understood, and at ease. Helping patients feel empowered and confident in themselves is one of the most rewarding aspects of her work.

Katy Otte

Katy Otte

CRNA Anesthesia Director

Kathryn Otte, CRNA is a Certified Registered Nurse Anesthesiologist at Partners in Plastic Surgery of West Michigan, where she specializes in anesthesia care for cosmetic surgical procedures. She earned her Bachelor of Science in Nursing from University of Detroit Mercy and her Master of Science in Nursing, with a focus in anesthesia, from Oakland University.

With over a decade of experience, Katy brings a thoughtful, patient-centered approach to every case. She is deeply committed to safety, precision, and creating a calm, reassuring environment where patients feel fully supported throughout their surgical experience. Known for her attention to detail and intuitive care, she prioritizes both clinical excellence and patient comfort.

Katy serves as our Anesthesia Director, where she is dedicated to upholding the highest standards of care.

Katelyn Richards, BSN, RN

Katelyn Richards, BSN, RN

Aesthetic Nurse Injector

Katelyn is an experienced Aesthetic Nurse Injector with 14 years of nursing experience, the majority of which has been spent in the pediatric emergency department. Her extensive clinical background has shaped her meticulous attention to detail, patient safety, and ability to deliver calm, compassionate care in high-pressure environments.

For the past three years, Katelyn has specialized in aesthetic medicine and is certified in both neurotoxins and dermal fillers. She is known for her refined technique and artistic eye, focusing on subtle, natural-looking results that enhance each patient’s unique features. Katelyn is passionate about helping patients feel confident and empowered in their own skin, combining clinical precision with a personalized approach to care.

She is currently pursuing her Nurse Practitioner degree at Wayne State University, further expanding her knowledge and commitment to excellence in patient care.

Tonya Snyder

Tonya Snyder

Practice Manager

Tonya Snyder (formerly Tonya Neve) serves as Practice Manager at Partners in Plastic Surgery of West Michigan in Grand Rapids, where she leads the operational, financial, and strategic direction of a multi-provider plastic surgery and aesthetic practice. With more than 25 years of healthcare experience, she oversees budgeting and financial performance, revenue cycle management, human resources, compliance, vendor negotiations, marketing initiatives, and technology integration.

Tonya works closely with physicians and staff to refine workflows, strengthen internal policies, and implement systems that support both efficiency and long-term sustainability.

Her leadership style is hands-on, data-driven, and solutions-focused, with a focus on strengthening systems, communication, and team effectiveness. She is deeply engaged in process improvement and operational strategy, ensuring that the practice delivers a seamless and elevated patient experience.

Earlier in her career, Tonya spent over two decades at Lacks Cancer Center supporting breast oncology care—an experience that continues to shape her patient-centered perspective and commitment to compassionate service.

Lisa Perdue

Lisa Perdue

Medical Esthetician

With over 25 years of experience in the skincare industry, Lisa is a highly experienced Medical Aesthetician known for her clinical precision and advanced treatment expertise. She is certified by InMode in Morpheus8 radio frequency micro-needling, Fusion Light Hair Removal and Lumecca IPL, and has completed extensive continuing education with leading chemists, researchers, and pioneers in medical aesthetics nationwide.

Recognized for her depth of knowledge in device-based and corrective treatments, Lisa develops comprehensive, evidence-based treatment plans tailored to each patient’s skin physiology and long-term goals. She excels at translating complex scientific concepts into clear, actionable guidance, empowering patients to make informed decisions about their care.

Committed to innovation and clinical excellence, Lisa remains at the forefront of aesthetic technology and procedural advancements. Her focus on safety, outcomes, and individualized treatment ensures consistently natural, confidence-enhancing results built on trust and long-term relationships.

Marie Smith

Marie Smith

Administrative Assistant

With 28 years of dedicated service, Marie Smith has been an exceptional administrative leader and trusted right hand to Dr. Dennis Hammond. Throughout her tenure, she has played an integral role in supporting both the clinical and academic success of the practice.

Marie oversees the credentialing of fellows, coordinates implant research studies, manages travel logistics, and serves as Dr. Hammond’s scheduler for academic engagements and professional activities. Her precision, organization, and deep understanding of the practice’s operations make her an invaluable part of the team.

Beyond her impressive expertise, Marie is known for her kindness and welcoming spirit. She brings warmth to every interaction and is always recognized for her genuine, bright smile. Her dedication, positivity, and heart for service make her truly one of a kind.

Melody Watkins

Melody Watkins

Patient Service Representative

Melody is a valued member of our front office team, serving as a Patient Service Representative (PSR). With more than 19 years of experience in the medical field, she brings a wealth of knowledge and a well-rounded background, having worked in Cardiac and Vascular care, Dermatology, and now Plastic Surgery. Her diverse experience allows her to provide patients with attentive, knowledgeable support from the moment they walk through our doors.

Melody is passionate about creating a warm, welcoming environment and takes pride in helping patients feel comfortable, confident, and cared for throughout their experience with our practice. She truly enjoys building connections with people and ensuring each patient feels at ease.

Rebekah Ross, RN

Rebekah Ross, RN

Registered Nurse - Surgical Center

Rebekah Ross has been a Registered Nurse for 15 years. Her first 3 years of nursing were spent at Mercy Health Saint Mary’s taking care of elderly, cardiovascular, and kidney transplant patients. In 2014, she made the move to work in outpatient surgery at the same hospital. The main focus of that outpatient surgery center was breast cancer and reconstructive surgery.

Rebekah worked with these patients in all areas of surgery including pre-op, operating room, and post-op. She took a break for a couple years for her family, and then started working at Partners in Plastic Surgery. You can find her in the operating room following her patients through the entire surgery process from start to finish.

She truly loves this because she can really focus on her patient and give them her full attention. Having the same nurse throughout their surgery day makes them feel more comfortable and at ease.

Tracie Marcus

Tracie Marcus

Surgery Scheduler

Tracie has worked as a Surgery Scheduler at Partners in Plastic Surgery for over 15 years coordinating surgical procedures with accuracy, efficiency, and care. She works closely with physicians, clinical staff, and patients to ensure every step of the scheduling process is smooth, organized, and clearly communicated.

From coordinating operating room availability and managing provider calendars to confirming pre-operative requirements, she carefully oversees every detail to help procedures stay on track.

Understanding that preparing for surgery can feel overwhelming, Tracie strives to make the experience as straightforward and reassuring as possible. Known for her calm professionalism, attention to detail, and commitment to patient-centered service, her thoughtful approach helps ensure that patients feel confident and well supported throughout the surgery scheduling process.

Eva Mathieu

Eva Mathieu

Ciao Cosmetic Tattoo | Permanent Makeup Artist | Areola Tattoo Artist

Eva Mathieu is a 7x Certified Cosmetic and Paramedical Tattoo Artist and Licensed Esthetician with over five years of dedicated experience in advanced skincare and pigmentation. Based in West Michigan, Eva brings a sophisticated, detail-oriented approach to her roles at Partners in Plastic Surgery and her private storefront in Portage, Michigan.

Throughout her career, Eva has trained and practiced across the United States, refining a technique that blends clinical precision with artistic intuition. She specializes in creating bespoke tattoos for individuals with high standards who prioritize quality and long-term results. Whether performing restorative paramedical work or enhancing natural features through cosmetic tattooing, her mission is to help clients show up for themselves with confidence in an effortless way. Her reputation for excellence has made her a destination artist, with clients—including Miss USA—traveling from across the country to seek her expertise.

By bridging the gap between medical aesthetics and permanent artistry, Eva provides a seamless, high-end experience helping clients feel at home in their own skin without compromising on excellence

Erin Rutter

Erin Rutter

Surgery Scheduler

Erin has been an integral part of the team at Partners in Plastic Surgery since 2011, beginning at the front desk and now functioning as one of our surgery schedulers.

She is dedicated to providing a welcoming experience for every patient and strives to support both our surgeons and our patients with efficiency, professionalism and a positive attitude.

Dawn R Borreson, RN, MSN

Dawn R Borreson, RN, MSN

Aesthetic Nurse Injector

Dawn Borreson is a Registered Nurse with over four decades of experience, with 12 of those years being in aesthetics. She completed, with honors, her Bachelors and Masters Degrees in nursing through University of Detroit Mercy and has achieved numerous nursing certifications and awards.

Dawn’s professionalism and attention to detail contribute to her patients' goals of looking their best. Dawn has extensive training in dermal fillers, neurotoxins (Botox/Dysport), lasers and advanced training in biostimulators.

Dawn excels at listening to her patients concerns to customize
a treatment plan that achieves realistic and natural looking results, all accomplished in a conversational, ‘no pressure’ environment.

Dawn is a life long learner, attending conferences and advanced trainings to stay current in the ever-changing aesthetic field. Dawn enjoys being with her husband Dan, exercising, gardening, playing pickle ball and especially being with her family and grandchildren.

Ashley Wagner

Ashley Wagner

Patient Coordinator

Ashley is a Patient Coordinator with over 10 years of experience in the plastic surgery field and more than 14 years as a Registered Medical Assistant (RMA).

She is passionate about guiding patients through the consultation process and helping them feel informed, comfortable, and confident in their decisions. Ashley enjoys building relationships with patients and supporting them throughout their aesthetic journey.

Amy Rabideau

Amy Rabideau

Medical Aesthetician

Amy is a highly experienced skincare professional with over 20 years at Partners in Plastic Surgery, where she has helped clients achieve clear, healthy, and radiant skin through personalized, results-driven care. Working within a plastic surgery setting, she has developed extensive expertise in advanced treatments including dermaplaning, microneedling, customized facials, chemical peels, acne-focused therapies, and laser services targeting aging, sun damage, and hair removal.

Amy is passionate about creating tailored treatment plans that align with each patient’s unique skin concerns and goals. She also provides expert guidance on medical-grade skincare products to help patients maintain and enhance their results at home.

Known for her thoughtful and attentive approach, Amy takes the time to truly understand her patients, ensuring every treatment plan feels comfortable, effective, and sustainable. Her top priority is helping each patient feel cared for, confident, and genuinely happy with their results.

Abbie Thill

Abbie Thill

Skincare & Marketing Manager

With more than twenty-five years of experience in business management and client relations, Abbie serves as the Skincare and Marketing Manager at Partners in Plastic Surgery. She brings a results-driven yet compassionate approach to her work, blending strategic expertise with a genuine commitment to patient care and experience.

Her background in retail management, team development, marketing initiatives, and revenue growth allows her to support both the operational and patient-centered sides of the practice. In addition to overseeing skincare services and marketing strategy, she manages customer service and coordinates special events, ensuring every interaction reflects the practice’s high standards of professionalism and warmth.

Known for her exceptional communication skills, attention to detail, and collaborative leadership style, she thrives in fast-paced environments while consistently exceeding expectations. She is passionate about creating meaningful relationships and helping patients feel confident, supported, and valued throughout their journey.