Humans in Healthcare: Recent Episodes
Shearwater Health
Humans in Healthcare is a podcast that highlights stories in healthcare that impact clinical teams, connect people, and transform lives. Hosted by Nathan King. Produced by Shearwater Health.
SummaryIn this episode, our guest is Renee Thompson, CEO and Founder of the Healthy Workforce Institute, a team dedicated to helping healthcare organizations cultivate a professional workforce by addressing workplace bullying and incivility. Thompson discusses disruptive behaviors and how they impact patient care, creating a culture of giving and receiving feedback, managing anxiety in stressful healthcare settings, how to build a strong clinical team, and why she has a passion for creating healthy workforces.
Show Notes
Disruptive Behaviors & Their Impact on Patient CareThompson begins the conversation by defining disruptive behaviors as any negative behavior that should never occur in healthcare and that disturbs the work that is getting done. This includes behaviors such as bullying, incivility, physical violence, gossiping, public criticism, and even the silent treatment. Thompson discusses how disruptive behaviors can lead to poor patient care and neglect. She mentions a survey that reported 71% of nurses and physicians believe there is a significant link between the disruptive behaviors of professionals and medical errors.
Creating a Culture of Giving and Receiving FeedbackThompson offers strategies to cultivate a culture where giving and receiving feedback is a habit. She believes that change begins with clinical leaders and their willingness to admit their own shortcomings. She also references the scholar Amy Edmondson who wrote the book The Fearless Organization which explores how to create psychological safety in the workplace.
Managing Anxiety in Stressful Healthcare SettingsDuring the pandemic, Thompson noticed a big uptick in disruptive behaviors in healthcare, which she attributes to the increase in stress and anxiety among clinicians. She discusses shares helpful techniques to mitigate anxiety such as reminding healthcare workers to focus on the present.
How to Build a Strong Clinical TeamThompson believes that a huge way to decrease disruptive behaviors is for the entire team to set behavioral expectations that are agreed upon by each member, instead of one nurse manager deciding guidelines for the whole team. This creates a culture of accountability and teamwork where the burden does not fall solely on the nurse manager but is equally distributed among team members.
ClosingThompson has written two books that explore this topic in greater depth: Enough! Eradicate Bullying and Incivility in Healthcare: Strategies for Front Line Leaders and "Do No Harm" Applies To Nurses Too!: Strategies to Protect and Bully-proof Yourself at Work.
Humans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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SummaryIn this episode, our guest is Dr. Sam Lynch, founder and CEO of Lynch Biologics (LBIO), an innovative biologics and tissue engineering company based in Nashville, TN. Lynch shares what led him to a career in regenerative medicine, his passion for translational medicine, advice for young entrepreneurs, the challenges of the U.S. healthcare regulatory environment, the importance of early education for underprivileged students, and more.
Show Notes
Career Journey & Translational MedicineThe conversation begins with a discussion on regenerative medicine and what piqued Lynch’s interest in the field. Though he began his career in dentistry, his passion for bringing scientific discoveries from the laboratory directly to patient care drove Lynch to pursue a Ph.D. in cell biology and regenerative medicine.
Lynch defines translational medicine and discusses its purpose to improve human health via a “bench to bedside” approach. Lynch discusses that while basic research, clinical research, and translational medicine are seen as opposing one another at times, there is often tremendous crossover between the fields.
Entrepreneurship & the U.S. Healthcare Regulatory EnvironmentLynch shares lessons on entrepreneurship and the challenges one faces when convincing investors to financially support a dream or idea. He urges young entrepreneurs to stay persistent when they encounter setbacks, but he stresses that it is also important to be flexible and open to feedback.
Lynch shares his perspective on the process of drug and medicine development and the practice of making medical products too expensive for the customer is incredibly wasteful. He believes the issue can be solved with a holistic approach, starting with redefining the role of the regulatory environment.
The Importance of Early Education & Founding a NonprofitAside from leading a company in regenerative medicine, Lynch started a nonprofit based in Nashville, TN, called BioTN — named after the bodily enzyme “biotin”. The organization delivers quality STEM education to underprivileged students, to develop entrepreneurship in Tennessee’s workforce.
Growing up in poverty himself, Lynch believes that education is the pathway out of an impoverished life. He discusses how a good educational environment can profoundly impact the flourishing of students from lower socio-economic backgrounds. Eventually, Lynch would like to expand BioTN to other parts of Tennessee.
ClosingIf you are interested in getting involved in BioTN, please visit their website to learn more.
Humans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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SummaryIn this episode, our guest is Dr. Arun Singh, M.D., prolific heart surgeon at Rhode Island Hospital and author of the memoir “Your Heart, My Hands.” Dr. Singh shares his experience as an Indian immigrant in the U.S. during the 1960s, the obstacles he overcame to pursue a career in surgery, the importance of emotion in the medical field, and how to develop a deeper understanding of the human heart.
Show Notes
An Indian Immigrant in the 1960’sThe conversation begins with Dr. Singh recounting his journey to the U.S. Born in India in 1944, he graduated medical school at the age of 22 and migrated to the U.S. in 1967 to pursue a career in surgery.
When he first arrived, it was difficult to find an opening at any hospital due to the fierce competition with other U.S. citizens. Eventually, a former professor connected Dr. Singh with an open position at Columbia University. He discusses the importance of relationships and mentorship when pursuing career opportunities.
Overcoming Obstacles to Pursue His CareerThe job was quite difficult at first – Dr. Singh lacked an adequate support system to help him adjust to the entirely new culture and healthcare system. He recounts an inspiring visit to the Statue of Liberty during a time of severe doubt and shares the inspiration he gained from the experience.
Dr. Singh also shares a story from his childhood about getting surgery for one of his hands that was terribly mangled. This painful experience as well as other medical complications throughout his childhood are what sparked his desire to become a surgeon.
Making Healthcare HumanDr. Singh recounts an emotional story about an open-heart surgery he performed on a baby boy who sadly passed away, which sparks a discussion about the role of emotion in the medical field. He believes that as technology has advanced, healthcare has lost the “human element”. Medicine is a combination of both science and art, and he discusses the need for empathy and emotion in the healthcare industry.
Developing an Understanding of the Human HeartTo conclude the episode, Dr. Singh shares an anecdote about his grandfather, with whom he had a strained relationship. This opens a discussion about how someone can develop a deeper understanding of the human heart, and Dr. Singh encourages listeners to talk to people and ask them questions about their life in order to develop meaningful relationships with them.
ClosingDr. Singh recently released his memoir, “Your Heart, My Hands”, which recounts his inspiring journey with incredible depth and insight.
Humans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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SummaryIn this episode, our guest is Oliver Moses, Managing Partner of WindRose Health Investors and Founder of Haven Care, a children’s health clinic in Monrovia, Liberia. Moses shares why he began a career in healthcare investment, the importance of listening as an investor, how he founded Haven Care, obstacles to providing care in an underdeveloped country, and lessons on entrepreneurship.
Show Notes
Investing in Healthcare & the Importance of ListeningMoses begins the conversation by discussing his passion for healthcare. While he finds it both intellectually interesting and dynamic, he also recognizes the strong tailwinds of growth behind the industry due to the country’s aging population and the inherent lack of funds to sustain this growth.
Moses spends a large segment of his time listening for the pain points in the industry and finding innovative businesses that are solving those pain points. He also spends time looking for overlapping opportunities, fostering relationships, and recognizing business patterns that allow him to share wisdom with younger companies.
Founding a Children’s Health Clinic in LiberiaIn 2015, Moses founded Haven Care, a children’s health clinic in Monrovia, Liberia. Moses and his wife had the desire to do something more hands-on in healthcare that also involved children, a population group they both are passionate about. Because the most prevalent health concerns are illnesses like malaria and dysentery, the greatest need was for a smaller health center that people could trust instead of a full-scale hospital.
Obstacles to Providing Care & Clinical LeadershipMoses discusses the need to treat patients holistically by providing adequate health education. He shares how a patient’s health is affected by more than just their access to treatment, but a variety of other social determinants of health such as literacy, nutrition, and education.
Moses shares the importance of clinical leadership in a health clinic such as Haven Care. Not only must the leading physicians have the necessary training to treat the common illnesses of the local population as well as the ability to lead subordinate nurses and medical assistants, but they must believe in the mission of Haven Care.
An Entrepreneurial LessonThe conversation ends with King asking Moses how a person with limited financial resources but lots of time can get started with hands-on work. Moses advises listeners to first figure out what they are passionate about. From there, he emphasizes the importance of starting small and taking the first step.
ClosingHaven Care is currently launching its website. If you are interested in getting involved, please email Oliver Moses directly at moses@windrose.com.
Humans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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SummaryIn this episode, our guest is Kendall Lockhart, Founder and CEO of MeU Care. Lockhart shares the importance of paying attention to your customer, his fascinating background with Disney and yoga, his passion for integrative health, the importance of community for behavior change, and the intersection of A.I. and human-enabled care.
Show Notes
Paying Attention to Your CustomerLockhart is the founder and CEO of MeU Care, a HIPPA secure virtual care platform that aims to solve two distinct problems in healthcare today: 1) the overarching experience of confusion, and 2) the inability to easily share information. Based in Orange County, CA, the company has built an integrative communication platform that connects the patient with both their hospital care team and their family caregivers.
Lockhart describes the approach of MeU Care as both evolutionary and revolutionary. While it utilizes advanced communication technology, it was born from the practice of simply paying attention to the customer’s actions and desires.
Disney, Yoga, and Integrative HealthBefore founding MeU Health, Lockhart served as the Vice President and Worldwide Head of Creative Product Development for The Walt Disney Company’s interactive media division. In this demanding role, physical fitness became a great way for Lockhart to manage stress. At the same time, his work in filmmaking and interactive media sparked an interest in Integrative Health. This approach views the entire person through a 360-degree lens and considers the well-being of the body, mind, and spirit.
Lockhart then began practicing yoga – which was a much different form of exercise than he was previously used to. Instead of understanding fitness as a way to constantly improve himself, Kendall discovered that yoga encourages a continual acceptance of one’s body and the aim is to establish a mind-body connection that replaces judgment.
The Importance of Community for Behavior ChangeAfter working for Disney, Lockhart began leading a company called OneBody, Inc. In this role, he learned that while consumers are not particularly good at self-managing their own health, they are much more willing to care for someone they love. Lockhart discusses why family caregivers are an important lever for patient behavior change and how self-management along with assistance and support is key to successful health outcomes.
The Intersection of A.I. and Human-Enabled CareLockhart believes in the need for technology and human-enabled care to work together to bring improved health outcomes. People operate out of love and trust, and regardless of how technology advances in the coming years, this reality will not change.
Lockhart ends the conversation with an important takeaway: to improve the lives of patients, health companies must learn to view the patient as their customer by observing their behaviors.
ClosingHumans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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SummaryIn this episode, our guest is Mary Beck, DNP, RN, NE-BC, Chief Nursing Officer at MU Health Care. Beck is an accomplished nursing leader who shares lessons and guidance on clinical leadership during a pandemic, cultivating a lifelong love of learning, managing stress in critical environments, and setting up an incident command response to COVID-19.
Show Notes
Clinical Leadership during a PandemicA critical and often challenging aspect of effective leadership is being present. Especially during an uncertain time like the pandemic, Beck stresses the importance of being visible to your staff and conducting regular check-ins and about taking these conversations a step further by going beyond the typical, “How are you?” King references an article on burnout that states that the average adult will say “I’m fine” 14 times a week – but only 19% of people really mean it.
Cultivating a Love of LearningIn 1984, Beck received her Master of Science in Nursing degree, and it was not until 2008 that she decided to pursue a Doctor of Nursing Practice degree. Her love of learning stems from an impactful relationship with the Director of the UMKC School of Nursing, Rose Marie Hilker. Hilker often spoke about how important it was for nurses to pursue new knowledge regularly, so they are equipped to provide excellent patient care. This instilled in Beck a passion for lifelong learning which is what led her back to school later in her career.
Managing Stress in Critical EnvironmentsBeing a leader in a critical environment requires the discipline of stress management. Beck shares her own practices to care for her mental, physical, and emotional health. A challenging skill for an effective leader to have is the ability to take a step back and practice self-care. Beck discusses how sometimes, a “tough-love” conversation is required to encourage a leader to take a break and regroup.
Incident Command Response to COVID-19The conversation finishes with Beck sharing details on MU Health’s Incident Command structure to combat the COVID-19 pandemic. There’s a guidebook that teaches how to create structure to manage an emergency situation, and she discusses what that’s looked like in her hospital. After months of fighting, Beck had the honor of administering their hospital’s first vaccination to their medical director which she recounts in an emotional story.
ClosingHumans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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In this episode, our guest is Dr. Morgan Wills, President and CEO of Siloam Health. Wills shares deeply meaningful stories and experiences around Siloam’s whole-person approach to healthcare, overcoming cultural and language barriers to provide care to Nashville’s most vulnerable populations, and the need for relationships in primary care. Listeners will love Wills’ thoughtful perspective on caring for humans and will be inspired by the work Siloam Health does.
Whole-Person Approach to HealthcareThe founders of Siloam Health had a vision to provide health care to Nashville’s most vulnerable communities that focused on the whole person, instead of just a problem to be solved or disease to be managed. Wills gives insight into how the private healthcare sector can take a more holistic approach by getting back to their roots of hospitality that engage the body, mind, and spirit.
Overcoming Cultural BarriersWills shares his unique journey of becoming a doctor and ultimately working at Siloam that started with a transformative experience while working in a medical mission hospital in Africa. “The best way to see your own culture is to step outside of it,” said Wills as he reflected on his change in perspective for how to care for people.
The Need for Relationships in Primary CareThis change in perspective is most visible in Wills’ beliefs on relationship-centered primary care. Wills explains that his relational faith informs his relational care, and unfortunately, relationships are usually missing in Western medicine. Having a consistent relationship with your primary care provider is declining in the U.S. But Wills shares meaningful stories that clearly show the value of a longitudinal relationship between providers and patients that make it easier to deliver effective care.
Combatting COVID-19 in a Nashville HotspotSiloam opened a new location in one of the hardest hit neighborhoods of Nashville by the pandemic. They played a crucial role in flattening the curve and continue to educate their patient population about the vaccine. Initiatives like their Community Health Program reveal why Siloam Health is an incredible prototype for other U.S. healthcare systems. Applying some of their unique whole-person care approaches could positively impact the care provided to the overall population.
To support the work they do, you can donate to Siloam Health by visiting their website here.
ClosingHumans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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Summary
In this episode, our guest is Dr. Susan Scott, a nurse scientist and patient safety expert from University of Missouri Health Care. Scott shares her research and personal experiences with the second victim phenomenon, the impact of trauma on a clinician’s work, strategies to support clinicians after traumatic events, and ways to combat burnout and low morale on a personal and institutional level.
Understanding the Second Victim PhenomenonScott has spent decades studying an often-overlooked topic – clinicians who experience trauma from a medical error or unexpected outcome in their job known as the “Second Victim Phenomenon.” Scott shares the impact of these events on clinicians and three possible responses as a clinician tries to heal.
How Trauma Impacts WorkAn important step in reaction to a second victim event is emotional first aid, which Scott found that only 15% of care providers will ask for help on their own. The simplest solution is implementing a peer support model. Scott explains that even though some may not think of these events as typical physical trauma cases, psychological trauma can be particularly dangerous because it goes unnoticed.
How Dr. Scott Developed a Passion for the Second VictimScott shares her own traumatic second victim experience just a few weeks into her first role as a newly graduated nurse, and the lack of tools she was given to process it. She never imagined her career moving in that direction, but the study of this phenomenon quickly became what she now describes as her life’s work.
The Role of a Patient Safety OfficerBefore she became a Patient Safety Officer, Scott worked as a Legal Nurse Consultant helping defense teams look at medical records and support clinical staff. Although a short part of her career, it prepared her well for the patient safety roles and gave her the opportunity to advance the science while working at University of Missouri Health Care.
Building Resiliency with Self-Care and Institutional CareWith nurse burnout and morale at a low point during the COVID-19 pandemic, Scott shares the importance of not just self-care practices but also the role of institutions caring for their employees. The systems that institutions put in place can either promote or discourage staff resiliency and care.
ClosingHumans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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In this episode, our guest is Cherrill Farnsworth, an accomplished entrepreneur and influential expert on healthcare change. Over the course of her career, Farnsworth has started and sold 7 companies. Her first project was a bus company, and her most recent was HealthHelp, a utilization management company. Farnsworth shares how she had the idea to start a bus company in her early 20s, what she learned about becoming a successful entrepreneur, how she discovered the need for utilization management, and describes her hands-on approach to board membership.
Starting and Selling a Bus Company in Her Twenties (2:45)Farnsworth recounts the beginning of her career when her decision to move to Houston disrupted her graduate degree, scholarship, and career trajectory. She took a job as a 5th grade math and science teacher, and her desire to explore a new city gave her the idea to create a bus company that could transport people from the suburbs to downtown. She shares the highs and lows of trying to run a new company in an unfamiliar industry, and the tactics she used to succeed. This ultimately led to the City of Houston buying her company.
What It Takes to be a Successful Entrepreneur (13:53)Farnsworth now has decades of experience starting and growing companies. This experience equips her with insight about entrepreneurs’ need for encouragement and security, along with their desire to solve problems. In response to Winnie Fritz’s advice to “just say yes,” Farnsworth talks about how businesses are full of walls and an entrepreneur must look for the windows. It takes grit and an unending pursuit of solving problems.
Discovering the Need for Utilization Management (21:10)One of Farnsworth’s most successful healthcare businesses was built around the need for utilization management. Now a common practice between Health Plans and Providers, she and her team at HealthHelp bridged the gaps between doctor’s orders, insurance payments, and patient safety. She shares what she learned by identifying the need to build imaging centers for medical universities, and how that prepared her for running a utilization management company.
A Hands-On Approach to Board Membership (35:43)Instead of sitting on the sidelines, Farnworth continues to be involved in various healthcare boards and shares her desire to give entrepreneurial companies her assistance through a hands-on approach. She describes her board membership as her “sport” as compared to others who may choose golf or tennis. She most recently joined Shearwater Health’s Board of Directors.
Humans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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In this brief episode, Humans in Healthcare host, Nathan King, reflects on the skill of empathy in a difficult year. Using conversations from podcast guests, book references, and some humorous tweets, King provides thoughtful insight into why we must practice Empathy.
Leadership in 2020"We have to continue feeding our families, educating our children. Some of us keep dreaming of a future. But dreaming is different now, more remote, more guarded. At work, it is different now. Conflict is more tense. People are less predictable.
We are group of people that has to lead. We have to show up, to do the work. Our healthcare professionals especially. They have to care for patients, COVID or not, with the same resolve that they always have."
The Importance of EmpathyThe word that keeps coming to mind is Empathy. It’s the one that needs a fresh look, to be brushed off, renewed, and used.
Never Split the Difference, a book about negotiation by a former FBI hostage negotiator.
Everybody Writesauthor, Ann Handley, shares the importance of empathy in writing.
Cultivating and Practicing EmpathyYou can see evidence of “empathy” in the eyes of marketers. They have been awkward in how they've put it out there, because empathy is hard to express. Here’s a humorous poem from Twitter describing the struggle of marketers.
Chief Nurse Executive, Claire Zangerle, said, "It's all about putting yourself in that patient's shoes, thinking about if this were your family member going through this particular situation. How'd you feel as a nurse? Or how would you feel as a human being?"
It reminds me of the most famous quote on empathy, a simple one, and one that has stood millennia as the essence of empathy: Love your neighbor as yourself.
Another podcast guest, Michael Hite, shared that empathy starts with leadership and trickles down through an organization.
King ends with practical ways to show empathy. This is the season of thanksgiving, a time when we can be thankful for what we still have, which includes the people we are around, the people we care for, and the people we lead.
Don’t leave empathy behind on the path to progress in 2021.
ClosingHumans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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In this episode, our guest is Winnie Fritz, former hospital CEO and CNO and U.S. Army Vietnam Veteran. Fritz is an incredibly accomplished nurse and veteran with a fascinating career journey. She shares how she was invited by King Hussein of Jordan to build a nursing education program in Jordan, her experience and lessons learned from her time in Vietnam as a pilot in the U.S. Army, tactics for managing the stresses of life, and leadership advice for a fulfilling career. Fritz is a long-time consultant and friend of Shearwater’s, and we’re so excited to share her story with a broader audience.
Building a Nursing Education Program in Jordan (2:54)During the early 1970’s and in her early twenties, Fritz worked at Walter Reed Medical Center – a military hospital in Washington D.C. She managed the Presidential Suite where she cared for some of the top government officials and world leaders. One of these leaders was His Majesty King Hussein of Jordan. Because of her exceptional care and relational skills, Hussein later invited her to build a nursing education program in Jordan where she spent the next 17 years. Fritz shares the intricacies of learning a new culture as well as how she approached building a program that would have such a huge impact.
Lessons from Vietnam as a Pilot in the U.S. Army (25:57)Fritz begins her stories of Vietnam by sharing what led her to aviation in the first place, which started at a young age on her family’s farm in Illinois. This progressed to being cross-trained on Huey helicopters in Vietnam. As many veterans recount, the Vietnam War was likely the hardest and lowest point in their lives. Despite the difficulty, Fritz points out how war changes your perspective and the innovation of healthcare that came from practicing at the peak of one’s license in Vietnam.
Managing the Stress of Life (42:14)Fritz gives a mental exercise that anyone can do to “cognitively reappraise” one’s priorities. She also shares the importance of incorporating activities to maintain mental, physical, and spiritual health for a balanced life and her personal practices that help her do this.
Leadership Advice for a Fulfilling Career (52:36)It’s clear throughout her career that Fritz has been trusted in pioneering roles and recognized for her leadership. When asked about advice she would give to those younger in their career, she offered four principles.
ClosingHumans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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In this episode, our guest is Shaulene Stanley, a charge nurse at West Penn Hospital and former nurse educator at the University of West Indies in Jamaica. Stanley has decades of nursing and education experience and decided to transition her life from Jamaica to Pittsburgh, PA. She discusses why she made a global career move, how she sustains motivation, the differences between healthcare in Jamaica and the U.S., and the need for influential nursing leaders. How to Sustain Motivation (2:53)Stanley made the decision to move to the U.S. after 20+ years as a nurse and educator in Jamaica. She was motivated by a desire to gain new experiences, fresh knowledge, and a deeper understanding of nursing. She shares the importance of being self-driven and having a clear goal to overcome inevitable obstacles. Moving a Nursing Career from Jamaica to the U.S. (10:44)Transitioning to any new country is difficult on its own, and Stanley accepted the additional challenge of moving from a nurse educator role to a hospital floor. She shares the good, tough, and often funny parts of practicing nursing in a new country. Everything from communication differences to workplace relationships required adaptation to succeed.
Healthcare Differences in Jamaica and the U.S. (19:54)Stanley discusses Jamaica’s strong emphasis on primary, preventative care. This includes mandatory immunizations, neighborhood clinics, public nurses focused on rural locations, and frequent wellness checks and screenings. With her background in nursing education, Stanley talks about the shift to require a BSN. Because of an international nursing shortage, she shares tactics to ensure a steady workforce of nurses in Jamaica.
The Need for Influential Nursing Leaders (35:14)Stanley recounts a childhood memory of caring for her siblings and sick mother that set her on a trajectory of making difficult decisions, which she considers a core competency in leadership. She also discusses the important role of influence when leading people.
Overt vs Covert Racism (40:12)The conversation ends with a discussion on Stanley’s experience of being a Jamaican woman, and any racism she has encountered in the U.S. She and King discuss the difference between overt and covert racism that come through in the way people communicate or react.
ClosingHumans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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In this episode, our guest is Michael Hite, Chief Transformation Officer of Pendrick Capital Partners. Hite shares his fascinating career journey that started as an EMT to a flight paramedic to leading and consulting with hospitals.
The Impact of COVID-19 on Hospital Revenue (6:38)Because of his frequent conversations with hospital leadership teams, he’s seen the impact of COVID-19 on hospital’s operations and share 3 post-pandemic recommendations. Hite references important reimbursements provided by CMS.
The Inspiration for Becoming a Flight Paramedic (12:52)From an early age, Hite knew he wanted to be in healthcare. He shares a traumatic incident in high school that ignited his initial desire to be an EMT and another accident in college that revealed the next step to become a flight paramedic.
How Direct Patient Care Prepared Hite to Run Hospitals (23:54)Hite transitioned his career out of the aircraft into acute-care hospital units and earned both a MHA and MBA from the University of Maryland. Hite spent time as both a COO and CEO of hospitals and found that his direct patient care experience had a profound impact on his leadership and shares the importance of empathy.
The Eerie Night of September 11, 2001 (31:09)On the morning of September 11, 2001, Hite was a flight paramedic for MedSTAR Transport in Washington D.C. He describes what his next 24 hours looked like after his morning started with a root canal.
Advice and the Future of Revenue in Hospitals (37:31)Hite ends with advice to hospitals on deciding what to outsource and maintaining good payer relationships. He’s hopeful for a future with more focus on value-based care. He cites Intermountain Healthcare, Yale New Haven, and UTMB Health as organizations setting the pace for the future of healthcare delivery.
ClosingHumans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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In this episode, our guest is Asheesh Mehra, Co-Founder and CEO of AntWorks™, a global leader in AI and Robotics. Mehra shares his inspiration for starting a company, how good company values have an impact on both your employees and customers, the importance of digital transformation in healthcare, and building ethical and humane AI. Mehra is passionate about his work and company, and it comes through in the way he speaks.
The Inspiration for Starting a Company (2:15)After 20 years in the BPO industry, Mehra saw an opportunity to approach automation from a process perspective instead of the usual technology perspective. He and his co-founder had a vision for using technology that was simplified for the every day operations teams. As a result, AntWorks built RPA that was more drag and drop instead of typical OCR that creates templates.
How Company Values Impact Your Customer (11:35)Part of Mehra’s dream to start his own company was instilling meaningful values and getting to build the characteristics of a culture. Everything from the name of the company to their values – Fresh, Fearless, and Fast – speak to the intentionality of a company on a mission. But it’s not just for AntWorks employees. Mehra argues that good, practical values trickle down to your customer or the end-user and gives advice to others who lead companies or teams.
Digital Transformation for Healthcare (18:35)Mehra gives helpful examples to understand the difference between structured and unstructured data. In healthcare, claims data is one of the biggest areas of opportunity for automation because of how often they’re processed incorrectly. The opportunity is not replacing healthcare professionals but rethinking entire processes to automate the parts that are repetitive or result in frequent errors. Mehra also discusses the importance of operational resilience given a global pandemic that forced companies to rethink technology.
Building Humane AI (37:25)As an extension of AntWorks’ mission and values, Mehra also discusses his passion for ethical and humane AI. AI technology has an endless potential for positive impact, but it also can create malicious outcomes if not handled ethically. Mehra discusses ways that AntWorks seeks to reduce any negative impact on the climate and ideas for regulating AI to ensure humane use.
ClosingHumans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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In this episode, we welcome Dr. Lyle Berkowitz, CEO of Back9 Healthcare Consulting, to share incredible insight on virtual health.
Patient Care Should be Automated (1:30)In 2013, Berkowitz published a blog post that outlines his vision for telehealth in 2025. Compared to many industries, healthcare has been resistant to automated care forcing our physicians to continue doing paperwork instead of practicing at the peak of their license.
Reference: health finch
The Three Categories of Virtual Health (7:57)There are many names for telehealth, but Berkowitz prefers the term “virtual health,” which encompasses any care that is non-face-to-face. He divides virtual health into three categories: synchronous, asynchronous, and autonomous.
The Three R’s of Telehealth (17:42)With a staggering rise in telehealth visits during the pandemic, one may wonder if it’s sustainable or if humans will naturally try to avoid virtual health. Berkowitz shares the 3 R’s that drive telehealth adaptation (or not): reimbursement, regulatory changes, and regularity.
How to Virtualize Non-Primary Care (25:07)Berkowitz shares ways that types of care such as physical therapy, nutrition, and mental health are virtualized. He specifically shares examples of the ways that access to virtual mental health care result in improved mental health outcomes.
Cultivating the Skill of Problem-Solving (29:28)In reference to his book, The Healing Edge, he believes a key to solving problems is not asking the end user or frontline worker (in his example, doctors) what the solution is, but to watch and listen to better understand the problem.
Reference: Wilt Chamberlain
How Emotion Influences Decision-Making (37:41)Non-compliance can almost always be traced back to an emotion or belief-driving behavior. His work with the Northwestern Memorial’s Innovation Group studied emotional decision-making in diabetic patients and found ways to incentivize behavior change.
ClosingHumans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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In this episode, Vernon Rose, Executive Director of Nashville General Hospital Foundation, joins us to share why Nashville General Hospital is unique, their food pharmacy program, the importance of health literacy, initiatives that help the most vulnerable in Nashville’s community, and her reason for joining the Foundation. Listeners both inside and outside the Nashville healthcare community will learn from and be inspired by Rose’s insight.
The Unique Approach of Nashville General Hospital (2:33)40% of the NGH patient population can’t afford healthcare, which allows them to play the important role of a safety net hospital. NGH provides access to care, screenings, medications, and a healthy food pantry to those who wouldn’t otherwise have it.
How a Food Pharmacy Supports Healthy Decisions (9:05)Rose describes the food pharmacy which is staffed with nutritionists who examine a patient’s specific diagnosis and customize their box of food and nutritional education to support individual health needs.
Low Health Literacy Puts a Strain on the Whole Health System (19:02)The CDC estimates that about 88% of Americans do not have the health literacy skills necessary to interact with the U.S. healthcare system. Rose shares some of the extreme cases of illiteracy she sees in patients. A lack of health literacy puts a strain on the whole health system when only 12% of people can fully understand what they are consuming and what’s being provided to them.
Nashville Community Events and Initiatives (25:05)The conversation on health literacy led to initiatives that NGH Foundation created to help educate the community they serve such as the 2020 Nashville Health Literacy Forum. Most recently, they launched the Woman 2 Woman event to support the vulnerable population of new mothers with convertible car seats and other member-voted outreach services. And in response to the pandemic, Rose shares the story of how they creatively worked with a local reverend to use their food pharmacy and volunteers to provide meal deliveries for those who couldn’t leave their homes through Nourish the Heart.
Why Rose Joined the NGH Foundation (41:14)
Click here to donate to the NGH Foundation.
Humans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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In this episode, we’re joined by Dr. Marc Watkins, Chief Medical Officer of Kroger Health. We cover a wide range of topics in our conversation that includes Watkins’ passion for food as medicine and his journey with weight loss, why he chose to practice medicine, an important discussion on racism, Watkins’ service in Iraq and how it impacted his practice in the U.S., and Kroger’s response to the COVID-19 pandemic as a grocer and clinic. Dr. Watkins is thoughtful with his words and approach, and listeners of all backgrounds will gain insight and encouragement from this conversation.
Food as Medicine (5:50)As CMO of Kroger Health, one of Dr. Watkins’ favorite parts of the job is their dietician/nutritional programs coupled with their food as medicine strategy. They help their customers through their OptUP App that has a free food scoring system.
How Obesity and Diabetes Can Be Positively Impacted by Food (14:13)Watkins shares alarming statistics about obesity and diabetes but emphasizes that these diseases can be positively impacted by food, no matter where you are on the continuum. He shares his own journey with weight loss after getting a bad cholesterol report.
Why Dr. Watkins Chose to Practice Medicine (24:11)Outside of his supportive parents, Watkins points to an unexpected mentor in his life – Dr. Seymour Charles, his child pediatrician. His advocacy for the safety and health of children helped Watkins realize the impact he could have in the medical field.
Listen to Understand Systemic Racism (30:43)Watkins shares the importance of non-people of color being willing to listen to understand - not respond. People of color are already aware of having to adapt their behavior where expectations are different. He desires an America that isn’t different based on the color of your skin.
Rely on Training in Both the Military and Medical Practice (39:12)Watkins describes some of the difficult scenes he experienced while in Iraq and the importance of relying on your training in traumatic, stressful environments. As he was told when getting ready to deploy: “If you weren’t trained to do this, you wouldn’t be here.”
How Kroger Responded to the Pandemic (50:16)Kroger faced the unique challenge and opportunity of being an essential business as both a grocer and clinic. Watkins discusses the development of a task force that mobilized the company to be one of the first to implement many of the changes and precautions that are now standard, months after the start of the pandemic.
ClosingHumans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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In this episode, we’re joined by Dr. Claire Zangerle, Chief Nursing Executive of Allegheny Health Network. Our discussion includes empathetic and visionary leadership, how AHN sees the COVID-19 pandemic accelerating the future, better home care for patients, self-care in a stressful profession, the impact of an ongoing nursing shortage, AHN’s creative RetuRN to Practice™ program, and the need for diversity in nursing.
Defining and Cultivating Empathy as a Nurse and Leader (2:13)
One of the core functions of a nurse is taking care of people in their most vulnerable states and doing that well requires empathy. Claire talks about ways to build the “empathy muscle,” so you don’t disconnect yourself from the patient.
What It Takes to be a Visionary Leader (8:56)
Many people (especially in leadership) desire the ability to cast vision, but it’s often seen as aspirational, not practical. Claire summarizes this dichotomy well by talking about the balance in having a vision and an actionable plan.
Responding to the COVID-19 Pandemic as a Health System (17:23)
Like many hospitals and health systems, AHN pivoted the way they care for patients and their own employees during the COVID-19 pandemic. The support of the communities and even hospital competitors resulted in constant access to PPE, meal donations, care packages, flexible work schedules, and dedicated “zen” or decompression rooms.
Restoration When Life Demands Energy and Creativity (29:34)
It is difficult to imagine restoration for a Chief Nursing Executive in the midst of a pandemic and leading so many different initiatives, but Claire insists on finding ways to decompress. Outdoor yoga classes have been helpful for her as well as listening to and reading books. She’s currently reading Grit by Angela Duckworth for the second time, and she discusses the vital role it has played in helping her navigate the pandemic with her team.
The Nursing Shortage is Real (34:16)
There is a lot of research to show that the U.S. faces a significant nursing shortage made more apparent during the pandemic despite some hospitals furloughing nurses. Claire points out that there is also research to suggest it may not be a true nursing shortage, and she discusses her response to this.
Investing in Nursing Diversity (42:30)
As the issue of systemic racism has been on the forefront of minds in 2020, Claire discussed initiatives AHN has taken to invest in nursing diversity.
Closing
Humans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
Humans in Healthcare Website includes more detailed show notes and other helpful podcast information.
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In this introduction episode, Humans in Healthcare host, Nathan King, shares why Shearwater decided to launch this podcast, what the theme is, and who it’s for.
Why Did Shearwater Launch a Podcast?
Shearwater has worked with many different healthcare companies over the years and as a result, has heard countless stories of diligence, perseverance, and personal fulfillment. Sharing these stories of humans in healthcare has been meaningful for Shearwater, and we thought it was important to share these stories with others.
What is the Theme of the Podcast?
Humans in Healthcare is a podcast where we highlight stories in healthcare that impact clinical teams, connect people, and transform lives. We'll be speaking with healthcare leaders all over the world about initiatives that have impacted their organizations, their views on the industry, and what led them into their careers to begin with.
Healthcare industry trends will be a topic of conversation, but it’ll never be the sole focus. Instead, it’s more about the people and their experiences.
Who is the Podcast for?
While healthcare professionals will be particularly interested, we think many types of people will enjoy the content of these episodes. Anyone interested in personal and professional growth through insight and experience offered by our guests.
It’s also for healthcare professionals who are interested in what leaders of specific organizations are doing, how trends and healthcare are impacting them, and what key initiatives they are working on.
Closing
Humans in Healthcare is produced by Shearwater Health in Nashville, TN, and hosted by Chief Marketing Officer, Nathan King.
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