To Care is Human: Recent Episodes
The Beryl Institute
Stay connected to the changing landscape of Patient Experience through the To Care is Human Podcast Series. The Beryl Institute is committed to elevating the human experience in healthcare by providing a platform for all voices in patient experience to be heard. Join us weekly as the Institute shares conversations with those leading, delivering, and receiving care. Hosted by Jason Wolf, PH. D., CPXP, President The Beryl Institute
Tiffany Christensen, CPXP, Vice President Experience Innovation The Beryl Institute.
In this episode, Jason Wolf sits down with Anders Vege and Shaun Maher, members of WMTY.world's Convening Team. They reflect on their journeys from nursing and quality improvement to leadership in the global "What Matters to You?" movement. Through moving personal stories about patients, families, and their own parents, they demonstrate how understanding what truly matters to each individual can restore dignity, strengthen relationships, improve health outcomes, support staff, and make better use of healthcare resources. The pair also discusses the role of leaders in embedding this approach as a guiding cultural principle—not simply another process—and offers practical advice for creating meaningful change.
What could a recent U.S. Department of Justice memo mean for people with disabilities and the future of community-based care? In this inaugural episode of Front & Center, we examine the ongoing debate surrounding the landmark Olmstead v. L.C. decision and explore its potential impact on individuals, families, and healthcare systems. Featuring perspectives from a family advocate, a public policy leader, and national reporting, this conversation provides context, examines the issues from multiple viewpoints, and highlights why this topic matters to patients, families, and communities.
What if your volunteers stopped showing up? Houston Goodwin, CEO of Better Impact, joins Stacy Palmer to discuss how healthcare organizations can better leverage volunteer programs to improve patient experience, support staff, and make the case for greater investment. Learn how volunteer leaders can measure the impact of their programs, tell their story with data, and position volunteerism as a strategic arm of healthcare.
In this episode, host Kiia Lappalainen sits down with Claire Snyman and Angela DeVanney of What Matters to You World to explore how one simple question—"What matters to you?"—can transform healthcare experiences. Drawing on both professional and personal perspectives, they share powerful stories illustrating how understanding what matters most to patients leads to more personalized care, stronger relationships, and better outcomes. They also offer practical advice for organizations looking to embed this human-centered approach into everyday practice, demonstrating that meaningful change often begins with a single conversation.
What happens when hospitals stop treating teen volunteers as helpers and start empowering them as leaders? In this episode, Terri Ipsen sits down with Tracy Herrington and Tammy Rivera of CommonSpirit Health to explore an innovative teen volunteer program that develops leadership skills, builds confidence, and introduces young people to meaningful healthcare careers. Discover how giving teens responsibility today is helping shape the healthcare workforce of tomorrow.
Jason Wolf sits down with Vita Steina, one of the leading voices advancing human experience in healthcare across Europe. In this inspiring conversation, Vita shares how the loss of her young son to cancer transformed her life and sparked a mission to improve healthcare for patients, families, and caregivers. From pioneering patient experience efforts in Latvia to advocating for human experience as a cornerstone of healthcare quality and policy, Vita discusses the power of purpose, the importance of supporting the workforce, and her vision for creating lasting change across healthcare systems. A powerful conversation about resilience, leadership, and the human heart at the center of care.
In this special What Matters to You episode of To Care Is Human: Leading the Conversation, Jason Wolf sits down with healthcare pioneer Maureen Bisognano to explore the question that sparked a global movement: "What matters to you?" Drawing on personal stories as a nurse advocating for critically ill patients to the moments that shaped her lifelong commitment to person-centered care, she shares powerful examples of how listening deeply can change lives. Listeners will leave inspired by practical ways to bring the What Matters to You philosophy into everyday interactions with patients, families, colleagues, loved ones, and themselves.
In this episode of To Care is Human, Victor Montori, M.D., joins Jason Wolf for a thought-provoking conversation on the humanity of healthcare. Together, they explore how healthcare has become increasingly industrialized, why human connection and curiosity matter in care, and what it will take to create a future grounded in "careful and kind care for all."
In this episode, Jason Wolf sits down with Jerry Mansfield, Vice President and System Chief Nursing Officer at University of Texas Medical, who reflects on how a recent bedside interaction brought him back to his childhood experiences as a patient. Through this powerful connection, he highlights how clear communication, reassurance, and presence can ease uncertainty and build trust. His story is a meaningful reminder that even the smallest moments in care can shape lifelong perceptions and lasting impact.
In this episode, Jason Wolf sits down with Laura Wood, Executive Vice President of Patient Care Operations and System Chief Nurse Executive at Boston Children's Hospital. As a nurse leader, Dr. Wood shares what it takes to lead the nursing operations of one of the world's top-ranked pediatric hospitals while keeping the human experience at the center of care. Whether you are a bedside nurse, a healthcare executive, or a patient advocate, this conversation offers a masterclass in leading with optimism and gratitude.
Evan Steele, Founder and CEO of rater8, reinforces how first impressions shape the human experience in healthcare. From a frustrating hotel check-in in Prague to building a platform that helps healthcare organizations listen, learn, and improve in real time, Evan shares the origin story behind rater8 and the philosophy of the "art of the warm welcome." This conversation is a practical and inspiring look at how measuring, improving, and celebrating experience can drive more consistent, compassionate care across organizations.
Dr. Jamie Colbert, a hospitalist at Mass General Brigham and Chief Medical Officer of Commure, joins the podcast to discuss how ambient AI is reshaping clinician presence, wellbeing, and patient trust—and what healthcare leaders must do to ensure AI enhances the human experience.
In this episode of To Care Is Human, host Jason Wolf sits down with Anne Marie Hadley, Chief Experience Officer for New South Wales Health, to explore what it means to lead with courage, compassion, and authenticity. From her personal journey shaped by resilience and empathy to her groundbreaking work designing kindness into one of the world's largest healthcare systems, Anne Marie shares how small acts of humanity can spark profound change. Her message is clear: be brave, be kind, and keep showing up.
In this episode, we sit down with Dr. Swati Mehta of Vituity and Dr. Terrance McGovern and the Director of Nursing, Robyn Dodds, from Marian Regional to talk about how they're helping teams reconnect with the human side of emergency care. They share how a simple communication tool called F.A.S.T.—First impression, Acknowledge, Sit/Say/Slow down, and Teach-back—has strengthened teamwork, reduced burnout, and made a real difference in how patients feel seen and heard.
In this PX Marketplace edition of To Care is Human, Stacy Palmer speaks with Kristen Valdes, CEO of b.well, about her personal journey as a mother advocating for her daughter and how it inspired a mission to simplify healthcare. Kristen shares insights on patient rights, data transparency, and the future of digital access, highlighting how empowering people with their health information can transform the care experience.
Jason Wolf sits down with Tyler Gegen to discuss his intentional path into patient experience leadership. Tyler shares how curiosity, relationships, and a focus on humanity continue to shape his work and the future of healthcare.
In this episode, Amy Kwiatkowski talks with Liddy Deacon of Sutter Health about their Emergency Department Service Ambassador Program. Liddy shares how ambassadors support patients and staff, foster meaningful connections, and improve care experiences across the ED.
Jason Wolf sits down with Edison Bond, Chief Patient Experience Officer at Episcopal Health Services, to explore his inspiring journey in patient advocacy and leadership. From personal stories of resilience to insights on love, equity, and community in healthcare, Edison shares a powerful perspective on what it truly means to elevate the human experience.
In this episode, we explore the unique impact of volunteer programs in a pediatric setting. Hear how proximity to a major medical school helps shape a strong student volunteer pipeline, creating early pathways to patient-centered care. Learn how volunteers support families, staff, and patients through programs in child life, the ED, and beyond—while building lasting connections and future healthcare careers.
In this episode of To Care Is Human, Terri Ipsen talks with Susan Osborne about the power of words in healthcare. Based on her PX blog, “Say this instead of,” Susan shares practical tips and real examples of how small language changes can ease anxiety, build trust, and improve patient experience. Learn how intentional communication can make a lasting difference in patient care across all healthcare settings.
Jason Wolf, President and CEO of The Beryl Institute, speaks with Jennifer Bright, MPA, President of the International Consortium for Health Outcomes Measurement (ICHOM). In this insightful conversation, Jennifer shares her personal journey and passion for transforming healthcare. Together, they explore the vital role of patient centricity and why embracing a global perspective is essential to advancing healthcare experiences worldwide.
When his son, Brayden, passed away due to complications from a congenital heart defect, John Otten harnessed the power of his grief into action to found Brave Like Me. Listen in as he and Amy Cielak, board member, discuss the profound impact an interaction with a pet can have on a patient, and how they hope to bring that experience to more and more children across the country.
Join Dr. Alexi Puran and Dr. Sherry Kroll as they introduce the Humanity in Healthcare project — a groundbreaking initiative harnessing the power of story-sharing to rebuild trust, foster connection, and restore compassion between patients and physicians. Hear their personal journeys, insights, and the simple yet transformative steps helping bring human connection back to the heart of healthcare.
This episode explores the evolution of a pediatric Patient Experience. Dive into core values, shared ownership, and practical strategies for building trust, driving change, and creating meaningful experiences for children, families, and staff.
Recorded live at ELEVATE PX 2025, this episode of To Care is Human features Jason Wolf and Dr. Owais Durrani. Listen in as they discuss his journey in healthcare, the role of AI, and the importance of equitable care. Key takeaways included the need for ethical AI use, the critical role of communication in hospitals, and AI’s potential to enhance patient care.
Israel Krush, CEO and co-founder of Hyro, sits down to discuss the emergence of artificial intelligence (AI) technology in healthcare and how it impacts the patient experience. Listen in as he shares how Hyro’s focus on the patient journey is helping provide AI solutions for patients and healthcare workers alike.
Join us as Katelyn Moser, Senior Director of Patient Experience at MedStar Washington Hospital Center, shares insights from Career and Communication Day—an innovative initiative that brings elementary school students to her campus. This program not only reinforces essential communication skills among staff but also introduces children to the diverse career opportunities within healthcare. Don't miss this engaging discussion on how a fresh perspective from young learners can enhance workplace communication.
Achieving work-life balance is essential for overall well-being, especially in healthcare. Join us as Robert Cote, a patient advocate for the VA, shares his personal journey through imbalance and the steps he took to restore stability. Discover the warning signs, practical strategies for self-care, and the importance of setting boundaries. Cote’s powerful message reminds us: caring for yourself is the first step in being there for others.
Listen in as Gabriel Bolivar of Maui Memorial Medical Center shares how his passion for finding healthcare improvement strategies drove him to find solutions to better manage patient belongings. From policies to procedures, Bolivar emphasizes effective practices to manage this recurring and often elusive challenge.
Stacy Palmer, Senior Vice President and COO of The Beryl Institute, joins Steven Peltzman, CEO of FeedbackNow, to explore how their innovative feedback devices are transforming the healthcare experience. Tune in as Peltzman discusses the profound impact of empowering patients with a sense of control in situations that often feel beyond their grasp.
As Denver Health strives to become Colorado's most trusted healthcare provider, its mission is grounded in core values of respect, belonging, and responsibility. In this conversation, Amy Friedman and Sharif Abdelhamid, leaders in Denver Health’s experience department, share insights on how a committed workforce and robust community partnerships enable the essential hospital to deliver high-quality, safe care. Together, they discuss how these guiding values help Denver Health foster trust, bring hope, and promote healing among marginalized populations.
Join us as Garrett South, Director of Patient Experience at California Hospital Medical Center, shares his inspiring journey from fifth-grade class representative to healthcare executive. In this episode, Garrett discusses the power of connection and belonging in a world reshaped by post-pandemic social isolation.
In this PX Marketplace Webinar, Jennifer Baron, CXO of NRC Health, joins us to explore how generational differences are influencing the current state of healthcare. From varying attitudes and beliefs to shifts in patient behaviors, Baron provides a deep dive into the challenges and opportunities these changes present for healthcare organizations.
Dr. Donald Wickline of Cone Health, drawing from his experience as a nighttime emergency room physician, explores the art and science of communication from a staff/provider engagement perspective. He highlights Cone Health’s C.U.R.O. communication model as a crucial framework for navigating sensitive and critical conversations with patients. This model provides physicians, including Dr. Wickline, with essential support in the high-pressure environment of healthcare.
Alex Seblatnigg, Director of Volunteer Services and Internal Engagement at Shepherd Center—a leading rehabilitation facility specializing in spinal cord and acquired brain injuries—shares the inspiring stories of former patients who return as volunteers after discharge. Tune in as she highlights the unique value these volunteers bring to the patient experience and how they seamlessly integrate and collaborate with the existing volunteer team to enhance care and support.
Stacy Palmer, Senior Vice President & COO of The Beryl Institute, sits down with Pattie Cuen, Senior Vice President of Jarrard Inc., to discuss a recent consumer survey about public values in healthcare experience. Listen in as Cuen shares key insights and emphasizes the importance of seeing the bigger picture of experience by focusing on multiple factors simultaneously.
Marcelo Alvarenga, CEO of ConectaEXP Brazil, joins Jason Wolf, CEO & President of The Beryl Institute to discuss his passion for education in the healthcare experience space in Brazil. Listen in as Alvarenga describes the innovative efforts he has helped lead that have inspired Brazilian healthcare institutions to commit to a focus on human-centered care.
Julian Manriquez, Supervisor for Hospitality Services at City of Hope, discusses how his 110-acre campus strives to provide visitors with a five-star transportation and wayfinding experience through a unique Ambassador program. Listen in as he describes the critical roles of innovation and evolution throughout the program’s beginnings, survival during the COVID-19 pandemic, current operations, and plans for the future.
After a devastating diagnosis in her 20s changed the trajectory of her life, Marcia Donzinger, CEO of Vital Biz Consulting, embraced her new direction and bravely marched forward. Listen in as she discusses how culture is chemistry and the importance of helping organizations develop and nurture a culture of wellness to support employee well-being.
After her younger brother - born with congenital defects and developmental delays - had a traumatic hospital admission experience that impacted her entire family, Stacy Sedlak knew she had to do something to improve the human experience for pediatric patients. Listen in as she discusses her brother's influence on her "why" and the difficulties that come with transitioning pediatric patients into adult care.
Amy Kwiatkowski, Director of Community Experience, sits down to speak with Cheryl Call, Director of Volunteers and Language Services at Utah Valley Regional Medical Center, whose career in volunteer services in healthcare has spanned over two decades. Listen in as Call emphasizes the importance of volunteer engagement in enhancing the patient experience, discusses effective strategies for keeping volunteers engaged, and shares personal anecdotes from patients her volunteers have served throughout the years.
On the heels of the tenth anniversary release of PX Journal, Jason Wolf sits down with Brian Carlson, Vice President of Patient Experience at Vanderbilt University Medical Center and Jennifer Carron, Patient Experience Officer at BJC Healthcare to discuss their new co-authored article, “Investing in the Bottom Line: The Value Case for Improving Human Experience in Healthcare.” Listen in as the trio discusses the impact of experience – at all levels - and how leadership at the top plays a critical role.
Listen to The Beryl Institute’s inaugural live podcast recorded at ELEVATE PX. Sven Gierlinger, Chief Experience Officer at Northwell Health and the 2024 recipient of the Wendy Leebov Championing Experience Award, sat down with Jason Wolf to reflect on his experience journey from hospitality to healthcare. Gierlinger shares how his health system is navigating the healthcare landscape post-pandemic.
Transgender activist Emily Newberry joins Director of Community Experience, Amy Kwiatkowski to share her multi-decade journey of acceptance and understanding and how it led her to the field of patient experience and advocacy. Listen as Emily describes how her own experience navigating the health care system as a transgender woman inspired her to be persistent and to advocate for patients across the spectrum of care.
Linda Fisher, Regional Director for Guest Services at UCHealth North, discusses the Get to Know Me Program, an initiative that connects volunteers with patients. Listen in to learn how, through a series of lighthearted questions designed to spur conversation, volunteers were able to make lasting and impactful connections with patients and their families.
Ben Larsen, Experience Advisor at Baylor Scott & White Health, discusses the significance of human connection and the relationships we build with patients. Listen as he talks about communicating in service of a relationship, origin stories and the importance of practicing compassion and empathy.
Bill Mills, CEO of Best Upon Request, shares how offering concierge services impacts both the patient and employee experience. From running errands to providing a listening ear, his team members are instrumental in helping organizations improve satisfaction scores by providing an enhanced level of comfort and care.
From retail and hospitality to healthcare, Nicole Cable shares her professional journey that ignited a passion for the human experience. Listen as she details how a poor personal experience as a patient initially left her “wanting to stay as far away from healthcare as possible,” but eventually became the driving factor behind a career focused on helping and serving others.
When Monica Jones became a mother of children requiring complex care, she realized her calling in healthcare. Listen as she shares her family’s experience in navigating the healthcare system on her children’s behalf and how it inspired her to join the patient and family experience team at the Children’s Hospital of Philadelphia.
Dave Bennett, CEO of pCare, discusses the importance of embracing technology and how a digital transformation can enhance all aspects of the human experience.
Amy Veneciano shares how she re-evaluated and reset Volunteer Services at UCSF as the waves of COVID-19 subsided. During the long pause in using volunteer services, she describes the pandemic's silver lining as an opportunity to reflect on what to do differently to make a difference to patients, staff, and the volunteers themselves. Learn how streamlining processes, educating staff and recognizing the achievements of volunteers play into recruiting - and keeping - a dedicated and happy volunteer workforce.
Toya Golrley and Greg Makoul from NRC Health reflect on the power of three fundamentals of experience to drive innovation and improvement in healthcare. Listen as they share these insights and explain how getting backto the basics is more about moving forward than back.
Dr. Alfredo Quiñones-Hinojosa (Dr. Q.) was an impoverished teenager living in a rural Mexican village before he hopped an 18-foot fence into California and found his way into the loftiest heights of the American Dream through hope, hard work and perseverance. Listen as he reflects on his life, his work and the importance of healing in the absence of a cure.
Dr. Airica Steed, President & CEO of The MetroHealth System, discusses the importance of representation in healthcare and how bias can negatively influence outcomes by sharing personal and professional experiences.
With over two decades of experience in healthcare, Dr. Karana Pierre has had the opportunity to care for patients from a variety of cultures. Listen as she shares the importance of cultural humility, and how acknowledging and understanding a patient's cultural background is key to a successful treatment plan and patient relationship.
Trisha Choi, MA, CPXP, was diagnosed with bipolar disorder at 19 and, as a result, endured many hospital stays. After a negative experience with a nurse during one particular stay, she decided to pivot her career to healthcare. Listen as she discusses her healthcare experience with a mental health diagnosis and the importance of being able to ask for - and accept - help.
Trisha Choi, MA, CPXP, was diagnosed with bipolar disorder at 19 and, as a result, endured many hospital stays. After a negative experience with a nurse during one particular stay, she decided to pivot her career to healthcare. Listen as she discusses her healthcare experience with a mental health diagnosis and the importance of being able to ask for - and accept - help.
Dr. Jennifer Kemp changed the way she practiced medicine as a radiologist after her husband's cancer diagnosis. Listen as she talks about the lived experience of a family member going through treatment and the anxiety of waiting on radiology reports. This perspective inspired a journey to redefine the relationship between patients and their radiologists; both through direct communication and technology.
Dr. Jennifer Kemp changed the way she practiced medicine as a radiologist after her husband's cancer diagnosis. Listen as she talks about the lived experience of a family member going through treatment and the anxiety of waiting on radiology reports. This perspective inspired a journey to redefine the relationship between patients and their radiologists; both through direct communication and technology.
Bob Pollard was a healthy 62-year-old when he was diagnosed with COVID-19, in the hospital and unable to breathe with a high likelihood of not making it through the night. Ultimately, he spent 17 days on a ventilator and a combined three months in the hospital and a rehab facility. Bob's tough journey back to health propelled a complete change of career. Listen as he shares how he went from COVID-19 patient to Patient Experience Professional.
While healthcare executives and patients want more digital options, many healthcare app developers struggle to provide a platform that attracts users and increases engagement. Joshua Titus, CEO at Gozio Health, discusses why this challenge exists and provides insight into how to ensure mobile platforms can succeed.
Jennifer Purdy, Executive Director of Patient Experience at the Veteran's Experience Office shares the importance of remaining aligned with and staying true to the mission of serving those who have served. She emphasizes the importance of understanding who the human being is behind the veteran and ensuring that staff feel empowered to find ways to meaningfully connect to improve the overall collective experience for veterans.
Dennis W. Pullin, president and CEO of Virtua Health, shares how his organization orients to the consumer while continuing to tackle the waves of the pandemic. He shares the importance of listening, observing and gathering facts to make sound decisions as a leader that creates the opportunity to provide an elevated experience for his staff, the patients and the community they serve.
Risa Hanau, LCSW, is an expert in caring for those at end-of-life. She also is a natural "giver" who is quick to support a loved one in need. Facing her own rare disease diagnosis and the physical challenges that come with Ehlers-Danlos, however, required she take a new journey of asking for help. Join us for this compelling and raw story of Risa's journey to accepting support while coping with a rare disease.
Alina Moran shares her story of growing up in a family that had little access to healthcare resources and how that propelled her path to leadership in a career focused on advoating for healthcare equity and the healing power of human kindness. She also shares her experience running a hospital during the COVID-19 pandemic and addressing the needs of her staff and the patients they serve.
Mary Smith was diagnosed with COVID-19 early on in the pandemic. Since then, she has grappled with Long-COVID. In this podcast you will learn more about how Long-COVID impacts a person's day to day life.
Jeff Cousins and his wife were excited to find out they were pregnant with their first child. 23 weeks and five days into the pregnancy, they learned there were issues with their son's development and this began a whole new chapter in their lives. Learn more as Jeff unpacks his Tiny Story": Special Needs Child Changed My Life."
In this Special Edition of the To Care is Human podcast series, podcast hosts, Jason Wolf and Tiffany Christensen have a conversation looking back on 2021, another challenging year for healthcare. Listen as they share their reflections of hurting, healing, hope and the human experience in healthcare.
Brett Brende, Vice President of Customer Engagement for Healthcare at SMG, shares how having employees who are engaged, excited and happy in their work roles has a direct impact on overall patient experience.
Glenda Sirota lives in Chicago, is 80 years old and says she is "living her best life" after a series of extreme medical events that placed her in a coma for 28 days. When she woke up, her body needed a lot of care but her mind and spirit were strong. She also woke up with a very unusual gift. Learn more about Glenda's story in this podcast where she unpacks her Tiny Story, "Born unhealthy, died, revived by medicine and music, now alive."
Jeff Fallon, chairman and CEO at eVideon Healthcare, reflects on the role technology can play in meeting patient expectations for engagement and information while giving healthcare teams greater efficiency and enabling hospitals to improve satisfaction and reduce readmissions.
Dr. Grace Cordovano is a board certified patient advocate with a wealth of experience navigating the US healthcare system on behalf of herself, family and clients. In this podcast, Dr. Cordovano helps us understand what she means by "hacking healthcare" in order to move from "patient-centered care" to "life-focused care."
Microsoft is impacting the world by empowering people and organizations through software and the power of data. Antoinette Thomas, US Chief Executive Officer and Industry Executive for US Health and Life Sciences at Microsoft, shares why a focus on equity is so important to their organization and what they are doing to make meaningful contributions during the pandemic and beyond.
As healthcare continues to focus on dismantling systemic racism, the move from ideas to action must be intentional and strategic. Thought leaders like Dr. Julia Iyasere provide a model and support for change agents across the globe. Join this compelling conversation and learn more about how the landscape of healthcare is changing and what can be done next to create health equity.
Dr. Jim Castellone is the Chief Medical Officer for Eastern Connecticut Health Network and an ER physician who has been on the front lines of COVID-19 since beginning of the pandemic and in one of the United States' most heavy hit regions. Listen as he shares his perspective as a doctor who works to care for his COVID-19 patients and as a father and husband working to protect his family from the virus.
When Tanya Lord's son, Noah, was born she was a pathologically shy mom who had found her purpose in motherhood. After Noah died from medical error, Tanya was adrift in a sea of grief. Tanya shares how "grief found my voice and improved my purpose." You won't want to miss this story about a mother's love and how her grief drove her to make change in the world.
Listen as Jacqueline speaks with Jason Wolf about her core leadership beliefs including clear communication and visibility/approachability of leaders. She emphasizes the importance of being present and determining how best to manage staff needs for PPE and financial stability. Jacqueline Herd embodies the belief that in order to best elevate the human experience in healthcare and serve patients, we must recognize the work of others and thank them for all that they do.
Jono Broad grew up with a diagnosis of bronchiectasis only to learn well into adulthood that the correct diagnosis was cystic fibrosis. How did his life as an unwell child, being told by his community that he would never live a normal life shape him? Find out in the third episode of the "Tiny Story" Series where Jono unpacks what he means by "Living beyond expectation, no barriers unbroken."
Ryan Fowler "never wanted for anything" growing up but found himself self-medicating with drugs and alcohol in his teens and 20's, resulting in full-blown addiction. Now 6 years sober, this advocate for harm reduction and new ways of caring for those suffering from substance use disorders shares his harrowing story of life on a thin edge. Few people can share such raw and personal details as Ryan Fowler, and always with an eye on elevating the human experience. It's an honor to have Ryan as a guest on Humans in Healthcare.
In a time of crisis, such as we have experienced in this pandemic, often what is needed is a sense of predictability, a reinforcement that “we can do this”. This conversation with Jason Wolf and Chris Woleske, President & CEO of Bellin Health, explores how serving as a “Chief Predictability Officer” can support and inspire our healthcare teams. Chris Woleske shares how her organization became a positive outlier by listening and engaging staff and making bold choices to not disrupt care during the COVID-19 crisis. From visitation policies to addressing the broader problem of isolation, Chris Woleske leads her organization with a focus on purpose and skillful navigation of the complex issues we are all facing. At the heart of this discussion is how Bellin Health designed strategies with clear compassion for the patient and family experience, a commitment to the community it serves and a focus on providing “psychological PPE” for those delivering care.
Rarely is someone able to share their story with the raw honesty and deep reflection that Isabela Castro is able to in this podcast. A mom who lost her baby in the NICU, Isabela has taken those difficult experiences and turned them into both her personal and professional motivation to do and be better. You won't want to miss this beautiful and vulnerable conversation with Isabela, a powerful voice for improvement in healthcare.
In this Special Edition of the To Care is Human podcast series, join both podcasts hosts, Jason Wolf and Tiffany Christensen, as they have a conversation looking back on 2020, a challenging year. Listen as they share their personal experiences during the pandemic as well as hear their reflection on lessons learned from 2020. Join them as they remember 2020 podcast guests who left a lasting impression. As we prepare for 2021, Jason and Tiffany also answer the question, "where do we go from here?"
"Racism is a problem with bad policy, not bad people." Dr. Brittani James cares for patients on the South side of Chicago and is a Founding Director of the Institute for Antiracism in Medicine. Join us for this compelling conversation in which this thought leader shares her personal story and concrete steps to becoming an antiracist in healthcare. With all of the energy surrounding dismantling systemic racism in healthcare today, we must listen to the voices of experience and expertise; Dr. James is exactly that voice.
Rosie Bartel is a powerful voice for patients and families. After an infection changed her life forever, she chose to share her story and help organizations working to improve patient experience across the US. This podcast "unpacks" the faith, hope and desire to survive she attributes to her ability to get through difficult caregiving journeys and great personal medical challenges. Enjoy hearing from this bright light in healthcare today.
As we face the COVID-19 crisis, we also face many losses. How might we leverage what we know about grief and loss to help staff, clinicians and community members get the support they need? Isabel Stenzel Bynres is a cystic fibrosis, lung transplant patient who has lived through many losses and is now a grief counselor in the San Francisco Bay Area. If you are seeking a sense of comfort and normalcy during this time of unrest, listen to this podcast featuring a wise woman with a lot of relevant expertise to share. Consider how her perspective might inform how we can better engage staff and providers as they seek to heal from the stress of COVID-19.
How can healthcare organizations harness their core values and find new ways of supporting each other during a COVID-19 surge? At the helm of the award winning health system in Fort Worth Texas, JPS Health Network, Robert Early shares his approach to ensuring his workforce remains focused on the human experience in healthcare while also being acknowledged for the challenges they face. Join us for this uplifting conversation about ensuring COVID-19 does not change the "why" of patient experience but requires adaptability to find new approaches to the "how."
Nikki Montgomery is a certified patient advocate, patient and mother to a son with complex medical challenges. She is also a Black woman who understands the necessity for culturally competent care. How does a patient find a culturally competent provider? Nikki gives us her hard-won strategies on that and pushes us to address systemic racism through measurement.
A true pioneer in medicine and a renowned immunologist, Dr. Hildreth shares the life experiences that have led him to his career and calling as well as his mission to improve equity in healthcare. He eloquently wrestles with the realities of discrimination and whether we truly value all lives in the same way. This question is more important than ever before and highlighted by the disparities in patient outcomes during the Coronavirus pandemic.
This community briefing and conversation addresses health disparities in a time of crisis and beyond. Marsha Sinanan-Vasishta shed light on how the COVID-19 crisis has amplified systemic racism and specifically the difficult realities of disparities in healthcare. Listen for a conversation on how we can improve going forward and the action steps that are necessary for everyone to have equal access in healthcare, regardless of race.
The time has come to be brave and have the painful conversations. Dr. Ron Wyatt is an African American physician who grew up in the Black Belt of Alabama. Today, he is an unapologetic voice in the effort to bring awareness to the reality of systemic racism in healthcare.
Dr. Justin Bright is a an Emergency Room Physician working at Henry Ford in Detroit, one of the areas hardest hit by the COVID-19 pandemic. He is unapologetically honest about what impact this virus had on his life.
What are the most significant challenges for nurses during this challenging time as we face the current COVID-19 pandemic? Linda Knodel speaks about safegaurding against the lack of PPE and scrubs as well as how to secure adequate access to protective equipment going forward. Her conversation highlights how quickly the team at Kaiser Permanente adapted and reacted in order to care for their staff in the best way possible.
How do healthcare teams at a large University hospital handle daily patient care during the time of a global pandemic and immense stress? Dr. Craig Rackley, Assistant Professor of Medicine at Duke depicts the measures that he and his fellow practitioners are taking to reserve resources such as PPE in order to work as safely and efficiently as possible during this time.
Dr. Agrawal also delves into his thoughts for the future and the new reality we will face collectively after this crisis. Furthermore, he highlights the significant shortcomings that must be addressed in our current healthcare system including a disparity in dependent on socioeconomic status, race, and geographic location. Listen to hear his thoughts on what we can learn and improve on post pandemic.
How to balance the human experience in healthcare at a time of crisis? Sven Gierlinger shares his personal story and outlines his leadership plan and thought process during the outbreak of the Coronavirus (COVID-19). As the virus continues to develop rapidly, critical decisions must be made in order to save lives and support healthcare teams in the best way possible.
Erin Moore knew her children had a 25% chance of having cystic fibrosis and, with the birth of her son 10 years ago, her family saw that statistic come to life. Today, Erin is a leading voice in the space of patient engagement and co-design.
Cathleen Wheatley views her leadership role as knitting, a perfect visual for how she integrates and balances priorities such as increasing acute care needs, financial obligations, and investing back into research to improve the overall human experience in healthcare. Listen until the end, for a preview of her Patient Experience Conference 2020 keynote speech.
In this podcast, Curt shares candid thoughts on some "do's" and "don'ts" for engaging with people without sight. Some of it may surprise you, some of it might make you cringe and all of it will inspire you.
Listen to this jovial conversation and explore employee engagement from a new perspective. Should we all be making deliberate choices to do things outside of work that make us better at work? You decide, after hearing from Catherine Dale.
Dr. Conroy wholeheartedly believes in the generosity of spirit, especially as it applies to a healthcare setting. In this episode, she depicts how empowering patients with the right tools and knowledge is of the utmost importance in order to help guide them to an informed decision. Furthermore, Dr. Conroy provides examples of just how seriously healthcare providers must value the unique needs of the community they serve, while meeting patients where they are.
Part 2 of our conversation with Laurie Brown Kindred dives deeper into the cancer treatments she went through, her personal reaction to a changing body and reflections about how the looks of pity from strangers on the subway impacted her. These and other insights from a women who lived through cancer with grit and grace.
We learn how Facebook became a powerful tool for Laurie when sharing her cancer diagnosis with friends and family. Laurie also explores how she approached sharing her cancer journey with her 3-year old twin girls.
The Right to Die is a complicated and controversial topic. Kati, a passionate and loving OT, shares her story of a family asking for her guidance when the suffering had become too much. If "patient values guide clinical decisions" what does that mean in the context of euthanasia? Kati opens this conversation up for us because, if we can't talk about end of life, how can we really support those facing it?
When we think about Patient and Family Engagement, we usually think of it occuring during the point of care and follow up visits. What happens when patient engagement continues well after recovery? Listen to neurosurgeon, Dr. Erik Hauck, and stroke survivor, Kara Lyven, explore the benefits of becoming "running buddies" following Kara's recovery from brain surgery. How might this relationship improve clinical care and "close the loop" for the families of both the patient and the physician?
Engage in an in-depth exploration of how New York Presbyterian reinforces its commitment to humanizing healthcare and underlines the strategic role of CXO as an essential element in achieving key outcomes. Dr. Forese and Rick Evans share insights on their efforts at NYP to reinforce the humanity needed at the heart of healthcare in their commitment to best meet the needs of patients and the community they serve.
In Part 2 of this 2 part series, we find out what life is like for Lindsay after she sought care for her crippling anxiety and how she manages her mental illness in the same way anyone with a chronic illness might. Bebe Smith provides perspective on how society's perceptions of those with mental health challenges shift over time and what we should focus on when serving those seeking help.
Part 1 of this 2 part series begins to explore the life of Lindsay, a woman who spent years struggling with severe anxiety and not knowing what to do about it, or even what to call it. Also in this podcast, Bebe Smith, therapist and mental health advocate, weighs in on the broader picture of current barriers for people seeking support. Join us for this glimpse into living with a mental health condition.
As The Beryl Institute ramps up for another great Patient Experience Conference in 2020, we are taking a look back at memorable moments from Patient Experience Conference 2019. One of the 2019 keynote speakers, Rana Awdish, blew audiences away with her story - being a physician fighting for her life in her own hospital. In this Encore Podcast, Dr. Awdish gets personal about life with chronic illness and life after the relase of her best selling book, "In Shock."
Learn from Karen Grimley's vast and varied experience in the field of nursing. She has unique insight, as nurses tend to look at patients holistically, and she believes it is their responsibility to advocate and coordinate the best care possible for patients. Karen explains how situational awareness and intuitiveness are essential for impactful patient care.
In part 2 of this podcast, we pick up where we left off with Nicole Clagett and Cooper Linton, the co-hosts of the Edge of Aging podcast. This time, we explore how the Baby Boomer Generation has begun to change Long Term Care and how the attitudes around hospice have started to shift. The topics may be heavy, but the conversation is light and fun! Take a listen and see for yourself.
Is it wrong to eat homemade pie when we visit a patient in their home? See what you think after hearing from Nicole Clagett and Cooper Linton. They started a podcast to help shift perceptions about care for the aging. Here, we get to learn from them about personal experiences that shaped their professional journeys and explore how we might think about home health services in the future.
Inspired by the recent release of The Beryl Institute's 2019 State of Patient Experience Report, this encore podcast features Dr. David Zaas. The 2019 State of Patient Experience Report shows us how far we have come and Dr. Zass provides a vision for where we can go in the future.
Where does a parent turn when they have concerns about their child's mental health? Expert Bebe Smith sets the stage with a "101" on mental health language. Sarah, Zach's mother, shares her family's story about what it was like to navigate getting help for her son with Asperger's. Both women depict what parents need most during challenging and uncertain times, while seeking help for their child.
Learn from Oliver as he describes "coming into himself," while he discovers his identity as a transgender teen. Alongside Oliver is Jenny, Oliver's mom and fierce advocate, who blazes a path to ensure the best medical and emotional support for her son. Through these stories, discover where healthcare systems and professionals have the opportunity to fill knowledge gaps, improve communication, and create agile systems that may just mean the difference between life and death.
It takes a wide variety of professionals to ensure a positive patient experience. One vital role within healthcare, that often goes underappreciated, is law enforcement officers, who have chosen to work within the walls a healthcare setting. The individuals in this podcast have a lot to share about how they fit into the fabric of healthcare and how they can provide a model for engaging patients and families with compassion and integrity. We are excited to share the voices of Officer Graham and Officer Salinas, two extraordinary Humans in Healthcare.
The "You never know when it might be a day with baby chicks..." podcast was one of our most loved to date. Listen again (or for the first time if you missed it!) and explore the role of a patient advocate more deeply by reading these resources.
When thinking about innovation in healthcare, Dr. Shrestha has a powerful perspective grounded in the mission of positively impacting human experience. He depicts how vital it is for innovation and technology to be applied in an intentional, focused, and urgent manner. New concepts cannot be successful, without first understanding how they will drive forward the overall mission of the organization.
Dr. Ron Wyatt finishes this three-part podcast series with an eye-opening conversation concerning what really needs to take place if we commit to changing healthcare for everyone. Joining Dr. Wyatt is Cheslie Johnson, sickle cell patient, who helps illustrate Dr. Wyatt's points through her story. She was labeled a "drug seeker," despite narcotics being the standard of care for managing her disease.
Dr. Ron Wyatt began this podcast series with a discussion of inequity in health. In this part of the podcast series, he shares some helpful insights for those who desire to be an ally to people experiencing bias of any kind. Dr. Wyatt is joined by D'Anna Holmes, who shares her experiences with microagression at the bedside.
Dr. Ron Wyatt has long been unapologetic about exposing inequalities in healthcare for those of a certain race, zip code, or size. This three-part podcast series invites him to dig into the topics of bias and allyism, while framing solutions for a better future. In the first episode of the podcast series, Dr. Wyatt is joined by Cathy Arsenault, bariatric patient, who shares her experiences with sizeism.
In 2008, Dr. Rana Awdish went from doctor to patient in the blink of an eye, and barely survived to tell the story. Her book, "In Shock," is likely the most influential medical memoir of our time. Dr. Awdish's voice is powerful, calling for change in how we care for patients and how we train those who deliver care. This podcast explores how Rana is doing today; years after her story was released.
Healthcare is a unique industry because at one point or another, each of us will be a patient. This is a fact that Michael Dowling ensures that all employees at Northwell Health internalize. From his experienced background in fields such as academia, government, and large insurance corporations, Mr. Dowling shares how the key to effective leadership is embodying a sense of positivity and optimism for the future, while also maintaining a long term perspective. His insights on compassionate care depict why every person should be treated as an individual, not just a patient.
When we think about Patient and Family Engagement, we usually think of it occurring during the point of care and follow up visits. What happens when patient engagement continues well after recovery? Listen to neurosurgeon, Dr. Erik Hauck, and stroke survivor, Kara Lyven, explore the benefits of becoming "running buddies" after Kara's recovery from brain surgery. How might this relationship improve clinical care and "close the loop" for the families of both the patient and the physician?
The label of patient advocate has many meanings in today's healthcare landscape. This podcast brings together four patient advocates who are employed by a US based healthcare organization and are responsible for addressing complaints and grievances in accordance with CMS guidelines. Learn what it's like to take on the challenges and joys of this role each day.
It's now widely understood that burnout is an epidemic among healthcare professionals, but how often do we focus our attention on non-physician clinicians to understand their reasons for burning out? Allison Chrestensen shares her personal journey as an Occupational Therapist and a PX professional focused on broadening the conversation to support all clinicians struggling with today's healthcare challenges.
Healthcare is an industry that is transforming from a transactional system to one that must be value driven. From his unique perspective as a clinician, researcher, patient, and leader, Dr. David Zaas, depicts how finding innovative methods to build a partnership between the patient and practitioner will be of the utmost importance moving forward.
When your patient experience includes passion and empathy, you may be experiencing healthcare in Brazil. Even in a place where empathy does not need to be taught, there is still room to make improvements. This and more from Isabela Castro, Dentist and PX Champion.
Nairobi, Kenya is home to a kind people with a public and private healthcare delivery systems. When there is great disparity within a developing country impacting the ability to provide safe care, where does patient experience fit into the landscape? This and more from Tom Simba at Nairobi Hospital.
Aga Khan University in Pakistan is driven to improve the patient experience. Does this drive come more from a spiritual belief system rather than regulation? How does the heatlh care culture leverage this to ensure the best patient experience possible? This and more from two powerful patient experience leaders.
For the expertise on which healthcare is built, we cannot forget its purpose. It is not just about operational efficiencies, though we need them. It is not just about process improvements, though we aspire to realize them. It is not just about clinical excellence, though we must expect it. Rather, it is around the needs of those that seek care to feel helped, cared for and understood. How do we ensure our systems can deliver on that human need?