What if the biggest driver of a good patient experience has nothing to do with the patient at all — at least not at first?

In this episode, Jamie sits down with four leaders behind Your Health's new Ambassador program: Rebecca Dillard (Chief Patient Experience Officer), Eddie Caldwell (VP of Talent & Workforce Strategy), Stephanie Martin (Executive Director of Employee Performance), and Whitney Myers (Executive Field Director of Patient Experience).

Together they built a 36-person volunteer network designed to move Your Health's values off the wall and into everyday conversations.

• Why colleague experience has to come before patient experience — not after it

• The five-part Ambassador framework — Observe, Encourage, Celebrate, Listen, Connect — and which piece each guest personally underestimated

• How Eddie has changed what he listens for in job interviews to hire for culture fit, not just skill

• The simple three-word question — “tell me more” — that's changing how the team listens to understand instead of listening to respond

• Why Purpose Partners, a peer-support network launched at the Ambassador retreat, is built to outlast the excitement of any single training day

This is a conversation about what culture change actually requires — not slogans, but sustained, person-to-person influence. Press play to hear what a good “ordinary Tuesday” looks like when a culture initiative actually works.

www.YourHealth.Org