Healthcare Experience Matters: Recent Episodes
Healthcare Experience Foundation
Welcome to the official podcast of the Healthcare Experience Foundation. Every one of the millions of small encounters that comprise the healthcare experience serves as a chance to seek excellence, change someone’s day, week, or month. These experiences may even change a patient’s outlook on life itself.
This podcast’s mission is in lockstep with Health Experience Foundation’s ongoing drive to create demonstrable improvements in patient experiences of care. It exists to improve quality and safety outcomes and assist institutions with retaining star employees.
We are honored to host a panel interview this week on the Healthcare Experience Matters podcast, where we will discuss confronting the burnout rates prevalent among medical assistants and patient care coordinators.
Our panel includes returning guest Timothy Seay-Morrison, EdD, LCSW, Senior Vice President of Service Lines and Chief Ambulatory Care Officer at Stanford Health, joins our first-time guest Roberto Rodriguez, MSN, RN, Senior Director of Primary Care and Employer-Based Health Centers with Stanford Health.
We are also pleased to be joined by Jim Kinsey, FPCC, CDP, PLCC, who serves as the Director of the Healthcare Experience Academy with the Healthcare Experience Foundation (HXF). This discussion is moderated by our longtime HX Matters Podcast Director, Casey Callanan, who has been hosting and producing this show since 2021.
Timothy, co-author of the research article that appeared in the Journal of Healthcare Management titled "Factors Affecting Burnout Among Medical Assistants," originally joined this podcast in 2022 to discuss the study.
For a quick refresher, you can revisit that podcast discussion here: https://healthcareexperience.org/medical-assistants/
In this 'best-of' edition of the Healthcare Experience Matters Podcast, we are honored to present an encore presentation of this episode with Michelle “Missy” Moorhead, MSN. It is a lively discussion about why she is so passionate about the patient experience. We also discuss why excellent patient experiences matter today more than ever. With Lee Health in Fort Meyers, Florida, Missy currently serves as Patient Experience and Engagement Specialist.
The Healthcare Experience Matters Podcast is dedicated to amplifying the voice of today’s leaders in shaping excellent patient experiences. We are very excited for this conversation with Missy. Her sincerity and passion for this line of work is contagious. She brings a wealth of clinical and patient experience expertise to the table.
Learn More: https://healthcareexperience.org/missy-moorhead/
In this 'best-of' edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was originally released in 2021 and is more relevant than ever today.
This episode of our podcast is about the importance of senior leaders rounding on physicians and providers. Our guest is Healthcare Experience Foundation (HXF) co-founder and president, Katie Owens.
When senior leaders round on physicians appropriately, they form a rapport that bridges gaps to create better cohesion and teamwork. When done effectively and consistently, this practice builds trust and strengthens relationships.
Moreover, there is a significant opportunity for organizations to support physician recruitment and retention through properly executed senior leader rounding practices. On the flip side, the consequences of not engaging physicians are serious.
Learn More About the Healthcare Experience Foundation: https://healthcareexperience.org/
In this "best-of" edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was originally released about a year ago.
When we look towards enhancing the patient’s experience, it's not always about the time spent with patients. Although more time would be appreciated, healthcare providers can often make a more significant impact through the words used and their overall demeanor.
In this week's edition of the Healthcare Experience Matters Podcast, our host, Casey Callanan, interviews Michelle Brady, MSHAL, BSN, RN, CPXP, the Chief Experience Officer & Director of Relationship-Based Care at MyMichigan Health.
Joining them is Katie Owens, President of the Healthcare Experience Foundation (HXF).
Learn More: https://healthcareexperience.org/words-matter
In this "best-of" edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was originally released around the holidays in 2022.
In this popular episode, Healthcare Experience Foundation (HXF) Executive Coach, Deborah Zastocki, DNP, Ed.M., MA, RN, NEA-BC, FACHE, joins our program for a chat about creating conditions to motivate clinicians in busy environments.
Learn More: https://healthcareexperience.org/motivate-clinicians/
In this "best-of" edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was originally released three years ago on Thanksgiving Day 2021. The importance of gratitude is something that should always be top of mind, but it is especially relevant to discuss around the holidays.
Being released on the same day as Thanksgiving here in the United States, Katrina Coleman, BSN, MSN, joined our Healthcare Experience Matters podcast for a chat about the many benefits of saying thanks and being grateful.
Katrina discussed how showing gratitude can increase our overall optimism towards our careers and lives. Simply put, being grateful tends to increase happiness.
Katrina is a Leadership and Engagement Strategist with Maryland Healthcare Education Institute (MHEI) in Elkridge, Md.
Learn more: https://healthcareexperience.org/gratitude
In this "best-of" edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was released almost exactly one year ago to the day. Please enjoy this replay of one of our most popular episodes ever, featuring Ramonita Jiménez, DNP, MPA, RN, NEA-BC, Chief Nursing Officer at Hackensack University Medical Center, who joins us for this incredibly memorable discussion on retaining nurses.
Dr. Jiménez discusses the many ways medical institutions of all scopes and sizes can effectively address nurse retention challenges.
Learn More: https://healthcareexperience.org/nurse-retention
Terry Mainous, MSN, RN, CMPE, Chief Nurse Executive and Vice President of Operations at Lee Physician Group in Fort Myers, Florida, joins our Healthcare Experience Matters Podcast this week to share an emotional story about learning from the mistakes of other people, and the role of empathy in delivering an unwaveringly excellent patient experience.
This discussion is highlighted by a moving story that Terry shares, involving her family and the extra spark it ignited within her to vow that her institution would never allow patient care to reflect an experience that makes patients, and their loved ones, feel neglected and unheard.
“There were many suggestions regarding [my father’s] care that I knew, both clinically and professionally, were not the right pathways for him. My objections were not listened to,” she told us.
“There was an attempt to overrule them, and it was a very stressful time for my family. I carry that with me because I don't want our patients to go through that same experience. I want all of our interactions with our patients to be positive and caring.”
It’s a simple message, but it goes a long way: learn from the mistakes of others and vow to do better. Furthermore, empathy can often be the best teaching tool moving forward.
Learn More: https://healthcareexperience.org/
This week on the Healthcare Experience Matters Podcast, we are rebroadcasting our recent live webinar dedicated to HCAHPS and hosted by the Healthcare Experience Foundation coaching team.
Watch the video here: https://youtu.be/NF2zfUGvJ2k
This webinar offers essential insights for CEOs and Boards regarding the upcoming HCAHPS 2.0 changes and how to enhance patient care effectively in light of these changes.
During this conversation, we cover the most significant modifications to the survey that will be implemented in 2025. The webinar is co-hosted by Kim Bixler, HXF’s Vice President of Client Engagement, and Katie Owens, HXF’s President and co-founder.
After receiving strong feedback on our two popular HCAHPS 2.0 webinars earlier this year, we realized that a third round was necessary to explore additional topics. If you missed out on those previous broadcasts, you catch up by listening to Navigating The Important Future HCAHPS Survey Changes: https://healthcareexperience.org/hcahps-survey-changes/.
This week, we’re gearing up for a November full of Leadership Certificate Program opportunities from the Healthcare Experience Foundation (HXF) by featuring this “best-of leadership” episode on the Healthcare Experience Matters Podcast.
This episode features snippets from previous podcast guests that quickly dive right into the essence of what defines effective healthcare leadership in these rapidly changing times, with 2025 right here on the horizon.
Click below for more information on attending one of these virtually-held leadership certificate programs, and hopefully, we will see you there in November:
- Leadership Certificate in Physician Leadership
- Certificate in Leading for Healthcare Experience Excellence
In the latest episode of our Healthcare Experience Matters podcast, James Lonquist, MD, an accomplished cardiothoracic surgeon and expert in healthcare teamwork and leadership, joins us to explore the essential elements of teamwork in healthcare and their implications for leadership.
Kathleen Lynam, RN, MPA, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF) moderates today’s discussion.
When it comes to building teams and leadership in healthcare, Dr. Lonquist offers our listeners deep insights into what it takes to lead a successful team in the high-stakes healthcare environment, doing so candidly and utilizing the art of storytelling in this special podcast episode.
Learn More: https://healthcareexperience.org/leadership-teams
Ramonita Jiménez, DNP, MPA, RN, NEA-BC, Chief Nursing Officer with Hackensack University Medical Center is our guest on the Healthcare Experience Matters Podcast this week for timely conversation on leadership empowerment.
Conducting today’s interview as our special guest host is Kathleen Lynam, RN, MPA, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF).
Learn more: https://healthcareexperience.org/leadership-empowerment
Making a memorable repeat appearance on the Healthcare Experience Matters Podcast this week is Shari Gold. We dive into the extremely important topic of strengthening health equity to enhance healthcare quality.
We also explore the nuances of how equity and quality are intertwined—and inseparable—in healthcare.
Shari is a dedicated leader in the healthcare sector with a proven track record of serving others. She currently holds the position of Senior Vice President for Regulatory Compliance and the Chief Quality & Equity Officer at Bergen New Bridge Medical Center in New Jersey.
Learn More: https://healthcareexperience.org/health-equity-improved-quality
We welcome Jody Thomas, PhD, the Chief Executive Officer of the Meg Foundation, to our Healthcare Experience Matters Podcast this week.
As a licensed clinical psychologist and internationally recognized expert in pain and pediatric health, Dr. Thomas is making her first appearance on our weekly show.
Words are powerful tools and should best be utilized with the precision of any other “medical device.”
As outlined in today’s interview, the language we use as parents, caregivers, and medical providers profoundly influences the experiences of undergoing medical procedures.
Learn More: https://healthcareexperience.org/language
Denise Robinson, DNP, MPH, BSN, RN, WOCN, is a celebrated nursing executive with more than two decades of nursing experience. She joins the Healthcare Experience Matters Podcast this week to discuss effective strategies for navigating difficult conversations with healthcare colleagues.
As a nursing executive, this subject matter is near and dear to her heart, and she has extensive communication experience in tackling tough conversations with patients, colleagues, and fellow nursing leaders over the years.
She currently serves as Vice President and Chief Nursing Officer at Loma Linda University Medical Center – Murrieta (LLUMC-Murrieta), in California.
In recent months, Dr. Robinson has appeared as speaker with the Healthcare Experience Foundation’s (HXF) ongoing series of virtual certificate programs.
- Learn More About Certificate Programs: https://sites.healthcareexperience.org/certificates/
- Learn More About Today’s Podcast: https://healthcareexperience.org/difficult-healthcare-conversations/
Healthcare Experience Matters Podcast veteran Dr. Joshua Schwarzbaum returns to the program this week to share his wisdom and compassion as we explore harnessing childlike curiosity to provide better, more empathetic interactions with our patients.
As a longtime emergency room physician in New York City, Dr. Schwarzbaum has spoken in-depth about strategies for finding common ground, exercising patience, and delivering exceptional bedside interactions with patients, no matter how distraught their situations may appear at first glance.
Much of today’s interview references the recent storybook Dr. Schwarzbaum has authored entitled, Listening for A Feeling Finds True Healing: A Guide To Healing From The Inside Out.
Learn More: https://healthcareexperience.org/curiosity
In this week's episode of "Healthcare Experience Matters," we discuss disinformation in healthcare and provide tangible strategies for clinicians. Our guest is Geeta "Dr. G" Nayyar, MD, MBA. Dr. G is a globally recognized chief medical officer and technologist, as well as the Wall Street Journal bestselling author of "Dead Wrong: Diagnosing and Treating Healthcare's Misinformation Illness." Dr. G has appeared on CNBC, CNN, and CBS, and she previously served as chief medical officer for Salesforce and AT&T. Learn More: https://healthcareexperience.org/disinformation
https://healthcareexperience.org/disinformation
What can be done when hearing loss impacts patient/provider communication and the overall patient experience? This week, Keith N. Darrow, Ph.D., CCC-A, is our guest on Healthcare Experience Matters to shed some light on this issue.
He also provides key insights into the difference between “hearing” and “listening,” and how these distinctions affect communication, ensuring that barriers to quality patient care are removed.
Dr. Darrow is a distinguished neuroscientist, clinical audiologist, certified dementia practitioner, medical researcher, and published author. His primary goal is to enhance health and well-being while promoting active aging by addressing the medical challenges associated with hearing loss and tinnitus.
This conversation dives deep into the significance of hearing in shaping patient experiences and highlights the importance of understanding both hearing and listening in healthcare settings.
Learn More: https://healthcareexperience.org/hearing-patients
As we are now just one week away from the start of our new cohort for the Foundations in Inclusive Leadership Certificate program, we are joined this week on our Healthcare Experience Matters podcast by Elisa Grace, VP of Coaching at the Healthcare Experience Foundation (HXF), and Physician Coach George Mayzell. They join us to provide a preview of what this event is all about and explain why education surrounding inclusive leadership is more crucial in healthcare now than ever before in our profession's history.
As Elisa reminds us in the beginning of today’s podcast, please make your calendar for this Thursday as our new Foundations in Inclusive Leadership Certificate program takes place August 8th & 9th featuring in-depth, virtual learning from 11 a.m. to 3 p.m. CT each day. Earn your certificate in Foundations in Inclusive Leadership: Building environments of belonging that align with your mission, vision, and values.
Learn more and secure your spot here: https://sites.healthcareexperience.org/certificates/?utm_campaign=evergreen&utm_medium=forward&utm_source=hxf-website
In this week’s edition of the Healthcare Experience Matters Podcast, we invite Leslie Pagel to the show. Leslie is an expert in customer experience (CX) strategy, here to discuss navigating the great balancing act of embracing technology, such as conversational artificial intelligence (A.I.), as it evolves drastically, without losing the human touch in healthcare.
She also debunks many of the fears surrounding A.I. in healthcare, such as job security issues and discusses the concerns that the patient’s experience with their provider will be robotic and automated.
Leslie closely studies and follows the radical changes that A.I. will bring to data management in healthcare. Her knowledge of CX makes her an ideal guest for this increasingly important discussion in our field.
This interview with Leslie helps us understand how to best prioritize patients’ needs while ensuring that none of the efficiencies gained from working with A.I. tools are overlooked.
As we’ve learned in previous discussions on this show, many of the advances related to the current A.I. boom present a strong opportunity to help healthcare workers prevent burnout if implemented carefully and strategically.
- If you missed it, make sure to check out: Technology’s Evolving Role in Improving Patient Experiences by Craig Joseph, MD, FAAP, FAMIA
If there is one critical takeaway from this podcast, it’s that while technology evolves, it’s crucial to embrace what can be safely implemented while exercising great caution before doing so. As peer-reviewed literature and lawmakers struggle to keep up with the latest advancements in A.I., it’s vital to proceed carefully given the high stakes involved.
When it comes to the intersection of patient care and A.I. we are truly entering unprecedented times.
Learn More: https://healthcareexperience.org/ai-in-healthcare
Craig Joseph MD, FAAP, FAMIA, is our guest this week on the Healthcare Experience Matters Podcast for a candid discussion on technologies’ evolving role in improving patient experiences and fighting burnout among healthcare workers.
As an accomplished speaker on this topic, Dr. Joseph highlights the importance of designing technological solutions in healthcare with a human-centered approach, focusing on how humans think and behave.
Throughout this episode, Dr. Joseph shared insights from his book, “Designing for Health, The Human-Centered Approach,” which emphasizes the need for intentional design in healthcare to prevent common mistakes.
With a career spanning nearly three and a half decades, Dr. Joseph has aimed to leverage technology to improve the interactions between physicians and patients as a recurring theme throughout his entire professional journey.
Dr. Joseph is a pediatrician by training. He holds certifications from the American Board of Pediatrics and the American Board of Preventive Medicine, specializing in Clinical Informatics.
Learn More: https://healthcareexperience.org/technology
Joining our Healthcare Experience Matters show for the second time in as many weeks is Elisa Grace, the vice president of coaching here at the Healthcare Experience Foundation (HXF).
Elisa brings us insights on the power of embracing inclusion and belonging in healthcare while outlining the need for inclusive healthcare leadership and the challenges surrounding the language of DEI, the evolving terminology and brewing political debates, and the need to understand the historical context and evolution of language overall.
She drew from her personal experiences to highlight the impact of labels and the journey towards self-identification. Emphasizing the importance of dignity, respect, and equal opportunities, Elisa stressed the need for respecting differences while striving for inclusion, belonging, and equity.
The discussion also highlighted the leadership challenges in promoting cultural inclusion and emotional intelligence within today’s healthcare organizations.
Elisa emphasized the need for leaders to unlearn outdated practices, acquire new skills, and champion a culture of continuous growth and development. As this conversation wrapped up Elisa talked about the importance of investing time in training and education on these issues. There is an exponential impact an educated and curious leader can have on shaping the organizational culture.
You can earn your certificate in Foundations in Inclusive Leadership and embrace the power of inclusion. Look no further than the Inclusive Leadership Certificate from HXF. Join us for this upcoming session on August 8-9 featuring in-depth, virtual learning from 10 a.m. to 2 p.m. CT each day. Learn more: https://sites.healthcareexperience.org/certificates/diversity-equity-inclusion/
This week on the Healthcare Experience Matters show, we’re interviewing Elisa Grace, the Vice President of Coaching at the Healthcare Experience Foundation (HXF). Elisa joins us to discuss coaching's role in elevating excellent patient experiences and showcasing some of its measurable impacts.
We also explore into the common myths and misconceptions surrounding coaching, clarifying what it is and what it is not. Furthermore, we look at how coaching can create a measurable impact on patient care and outcomes while introducing Elisa to our loyal podcast listeners with her first ever appearance on our weekly broadcast.
Learn More: https://healthcareexperience.org/
Within a typical healthcare leader's journey and their rise in management ranks, it is not uncommon to transition from a colleague and friend to a position of authority.
When navigated properly in healthcare, this transition can be seamless, fruitful, and mutually beneficial to all parties involved, including the parent organization and the patients/communities it serves.
When mismanaged, this transition can be awkward, costly, and deeply consequential.
Joining us on our Healthcare Experience Matters Podcast this week is Kathleen Zwarick Shanley, PhD, CAE, PCC, ELI-MP. We will delve deep into this common occurrence in healthcare that requires caution and care.
Kathy is the founder and CEO of Statice and has been a C-suite executive for over three decades and is an official member of the Forbes Coaches Council, a certified association executive, and an International Coaching Federation credentialed professional coach. She also served on the American Association of Medical Society Executives Board of Directors and as an executive with the American Urological Association (AUA) for more than ten years.
You learn more about her by visiting her website: https://www.think-statice.com/
Physician Leadership Foundations
While our summer cohort of the Physician Leadership Foundations Certificate just wrapped up, it’s not too early to start thinking about attending our Fall cohort On November 4, 11, and 18.
You can learn more here: https://healthcareexperience.org/webinars/physician-leadership-foundations-fall-2024/
Shari Gold is our guest this week on the Healthcare Experience Matters Podcast. She currently serves as Senior Vice President for Regulatory Compliance and the Chief Quality & Equity Officer with Bergen New Bridge Medical Center in New Jersey. She is a Healthcare Quality and Regulatory Compliance Executive, and we are honored to have her join our show to discuss the real-world benefits of engaging in cultural inclusion training.
As discussed in this week’s podcast, she recently attended a Healthcare Experience Foundation (HXF) Certificate Program on cultural inclusion, and she had a lot of great things to detail about the experience. Her commitment to professional development is unwavering and she encourages all healthcare staff and employees to make time for events such as these. The HXF Certificate Program in Diversity, Equity & Inclusion returns in August for a live, two-day virtual session.
You can join us on August 8-9 from noon to 4 pm ER each day, and learn more about it here: https://sites.healthcareexperience.org/certificates/diversity-equity-inclusion/
This week on the Healthcare Experience Matters Podcast we are thrilled to share with you the rebroadcast of our HCAHPS 2.0 webinars covering the most important upcoming changes to the survey that will be headed our way in 2025.
Last month the Healthcare Experience Foundation (HXF) team delivered two free webinars designed to prepare you and your team for success with HCAHPS 2.0.
We provided a high-impact briefing on the expected changes to survey administration, including question modifications and eliminations, as well as the introduction of new domains and questions.
These webinars equipped attendees with the knowledge to leverage the new CMS HCAHPS survey, allowing you to concentrate and refocus your patient experience initiatives.
The discussions were led by HXF President, Katie Owens, MHA, CPXP, and were moderated by Kim Bixler, HXF’s Director of Client Engagement.
If you are interested in the slides from these presentations, or any of the accompanying resources discussed in these webinars, please send Kim a message here: kim@healthcareexperience.org and she will send them over to you for free.
In this week’s Healthcare Experience Matters podcast episode we are honored to be joined by compassionate patient advocate, David Ezon, MD, a pediatric cardiologist and associate professor of pediatrics with Mount Sinai Hospital in New York.
He's also the creator of The Patient Empowerment Workshop™, as well as the author of the new book Survive and Conquer: Your Guide When Illness Strikes.
- Learn more about his Workshops: https://www.patientempowermentworkshop.com/
- Read about his Book: https://www.amazon.com/Survive-Conquer-Guide-Illness-Strikes/dp/B0CN1FD3TG
Today’s conversation is moderated by Healthcare Experience Foundation President, Katie Owens.
As you’ll discover in this interview, Dr. Ezon’s deep-seated passion for patient advocacy is fueled by personal experiences, and it has led to an incredible professional journey.
More: https://healthcareexperience.org/empower
The Healthcare Experience Matters Podcast is back this week with a brand-new episode featuring Katie Owens, MHA, CPXP, and Kathleen Lynam, RN, MPA.
In addition to their roles as Healthcare Experience Foundation (HXF) coaching faculty, Katie currently serves as HXF President and Co-Founder, while Kathleen is an Executive Coach and Senior Advisor with HXF.
Both of today’s podcast contributors have played an integral role in building the learning objectives and agenda for HXF’s upcoming summer cohort of its Relationship Rounding Certificate Program.
This course is delivered in a single 4-hour session over a period of one day as a virtual development session on June 14, 2024, and it will return for a fall cohort on October 11, 2024.
Participants can expect to contribute to both large and small group discussions, as well as interactive learning opportunities. Learn more and sign up here: https://go.healthcareexperience.org/relationship-rounding
An important discussion on including patients' voices in the dialogue on improvements to safety management practices takes place this week on our Healthcare Experience Matters Podcast.
We are joined by Kumar Subramaniam, President/CEO at SafeTower Inc., and Eileen Kasda, Vice President of Patient Safety at SafeTower, in our newest episode, moderated by Healthcare Experience Foundation (HXF) President Katie Owens.
SafeTower, Inc.
SafeTower helps health care organizations improve the way they capture, share, analyze and implement proactive patient safety workflows and processes.
You can learn more, and request a demo, here: https://safetower.com/
An indispensable pillar of leadership is strong communication, and effective communication with the c-suite is crucial for improving our environment at scale and building a thriving atmosphere for staff.
This is especially true in healthcare when it comes to communicating with the C-Suite.
George Mayzell, MD, MBA, joined our Healthcare Experience Matters Podcast this week to discuss how doctors can better communicate with the c-suite to improve patient care.
We also discuss Dr. Mayzell’s personal leadership journey as a physician and what he has learned along the way.
As a physician, chief medical officer, senior leader, and coach, Dr. Mayzell draws upon his extensive experience to help physicians communicate better and create meaningful improvements for the patients we serve. He is an integral member of the Healthcare Experience Foundation’s (HXF) coaching faculty.
As part of his ongoing work with HXF, Dr. Mayzell will further discuss ways to collaborate effectively with the c-suite in the upcoming Physician Leadership Foundations Certificate program, where he will be a featured speaker. Learn more: https://go.healthcareexperience.org/physician-leadership
For as much as they accomplish and contribute to society, physicians and many healthcare practitioners often fail to recognize themselves as leaders.
This week on the Healthcare Experience Matters Podcast, we're joined by Rob Minkes, MD, PhD, MS-LOD, who offers insights on how physicians can overcome the inherent challenges of recognizing themselves as leaders.
As part of his ongoing work with HXF, Dr. Minkes was instrumental in crafting our upcoming Physician Leadership Foundations Certificate program's curriculum. He will also be a featured speaker at the event. Learn more about the Certificate Program: https://go.healthcareexperience.org/physician-leadership
Dr. Minkes currently serves as Physician Coach with the Healthcare Experience Foundation (HXF). He is a board-certified general and pediatric surgeon who previously practiced as a pediatric surgeon for over twenty years in academic and private practice settings. He is also a professor and Chair of Specialty Medicine with Orlando College of Osteopathic Medicine (OCOM).
Carla Parker-Hollis joins the Healthcare Experience Matters Podcast this week to discuss the essential elements of authentic healthcare leadership. This discussion is moderated by Kathleen Lynam, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF).
Carla is the Chief Operating Officer of Jersey City Medical Center at RWJBarnabas Health.
Kathleen and Carla are major contributors to the HXF’s certificate programs that are dedicated to fostering the management skills of emerging leaders in healthcare.
Physician Leadership Foundation Certificate
Ready to foster and strengthen meaningful relationships with your patients? Join us for our upcoming Physician Leadership Foundations Certificate taking place on June 3, 10, and 17th.
This PX Institute-Approved Certificate Program aims to deliver practical knowledge and lessons from leaders across a wide spectrum of healthcare disciplines. By using real-world examples and case studies, it unlocks the leadership potential of physicians, helping them achieve greater business and strategic goals.
Learn more about the Physician Leadership Foundation Certificate program: https://go.healthcareexperience.org/physician-leadership
Today’s podcast is a 'Best of' episode of Healthcare Experience Matters, where we explore some of the most impactful conversations that have taken place on our show related to self-compassion and empathy’s role in building future healthcare leaders.
We’re highlighting three influential interviews that have taken place on our podcast in this 'best of' compilation, including:
- What Compassionate Healthcare Leadership Needs to Look Like with Mark Rulle, EdD
- Exploring the Burden of Empathetic Distress in Healthcare with Kathleen Lynam, RN, MPA
- Tackling Compassion Fatigue in Healthcare with Katie Owens, MHA, CPXP
By celebrating some of the most important conversations that we’ve had on this program over the years on compassion, we’re hopeful to get our listeners excited about our upcoming Foundations in Compassionate Leadership Certificate, from the Healthcare Experience Foundation (HXF), which will take place virtually on May 16 & 17, 2024, from 9:00 am – 1:00 pm ET.
The Foundations in Compassionate Leadership Certificate Program consists of two virtual cohort sessions designed for leaders who understand the best way forward is by nurturing and cultivating a climate of engagement.
Compassionate leaders create stronger connections between people. They have greater collaboration, higher levels of trust, and enhanced loyalty. This interactive certificate program will develop your ability to be a more compassionate leader in your organization.
Learn more: https://go.healthcareexperience.org/compassionate-leadership
In this week’s impactful episode of the Healthcare Experience Matters Podcast, we delve into the core aspects of fostering a culture of belonging. Belonging should be an unwavering cultural value, as we firmly believe it leads to a more engaged healthcare workforce, instilling a deeper sense of purpose for all involved.
Ultimately, building a culture of belonging entails creating an environment where team members and staff eagerly contribute, and where we would confidently entrust the care of our loved ones.
Joining us for this insightful interview is Jim Kinsey, FPCC, PLCC, CDP, alongside Healthcare Experience Foundation co-founder and president Katie Owens, MHA, CPXP. Jim is a national expert in person-centered care and Diversity, Equity, and Inclusion (DEI), particularly focusing on fostering belonging and developing strategies for employee and team engagement.
With a 30-year career in healthcare, encompassing roles as a bedside nurse and in management and leadership, Jim has dedicated the past 18 years to consulting and creating person-centered care environments in both long-term and acute care settings, ranging from small rural critical access hospitals to large urban healthcare systems.
We are thrilled to welcome Jim as a first-time guest on the HX Matters Podcast and eagerly anticipate many more enlightening discussions in future episodes of our show.
Learn more: https://healthcareexperience.org/belonging
This week on the Healthcare Experience (HX) Matters Podcast, our guest is Kathy Boswell. We'll be exploring the four dimensions and competencies of emotional intelligence and how they can help promote inclusiveness in healthcare environments.
Kathy is a Coach and National Speaker with the Healthcare Experience Foundation (HXF). She is also a featured instructor at HXF’s quickly approaching Spring cohort of the Foundations in Diversity, Equity & Inclusion Certificate Program. The Spring cohort of this program will consist of two 4-hour sessions over two days on April 25 & 26, 2024, from 11:00a – 3:00p ET.
Learn more and register here: https://sites.healthcareexperience.org/certificates/diversity-equity-inclusion/
Rob Minkes, MD, PhD, MS-LOD, and Robert Eisinger, PhD, both coaching faculty members at the Healthcare Experience Foundation (HXF), join us on our weekly Healthcare Experience Matters Podcast to address some of the lingering questions surrounding medical professionalism.
Vagueness of Medical “Professionalism”Last month, the New York Times published an article that caught our attention here at HXF entitled, The Unbearable Vagueness of Medical “Professionalism.”
The article explores the evolving concept of professionalism in medical education and clinical practice, and the challenge of dealing with vague standards of professionalism, often resulting in disciplinary actions that disproportionately affect students of color.
These standards extend beyond traditional behavior to include appearance and social media activity. The response led to a viral movement (#MedBikini), prompting a retraction of a newspaper criticizing unprofessional social media content.
The history of professionalism in medicine reflects efforts to uphold ethical values amid changing healthcare landscapes.
However, concerns persist regarding the subjective nature of professionalism assessments and their impact on diversity within the medical field. With ongoing debates about dress codes and social media conduct, this article underscores the need for a nuanced understanding of professionalism that reflects the diverse identities and experiences of healthcare professionals and patients alike.
The full Times article can be found here: https://www.nytimes.com/2024/03/19/health/medical-students-professionalism.html
The HXF ResponseDr. Minkes and Robert responded to the article and ongoing debate with lack of clarity on medical professional as such:
Doctors and nurses have answered a calling to care — specifically, in healing the sick. They don’t think about whether their off-duty attire meets traditional definitions of appropriateness, even though some people think that is what defines or constitutes “professionalism.”
But larger questions remain. How do we train medical professionals to be leaders in their field — to commence difficult conversations about death, to manage C-suite demands and requests, to work as a team with others, or to assuage patients’ concerns in a way that fosters compassion and trust?
Hospital executives and medical staff leaders who invest in professionalism training will be rewarded with happier, healthier patients, and doctors and nurses who bring joy and love to their work.
The letter to the editor from the HXF Team can be found here: https://www.nytimes.com/2024/03/27/opinion/medical-professionalism-doctors-nurses.html?unlocked_article_code=1.f00.b0T_.gkexPpDIGhF5&ugrp=u
About Today’s SpeakersDr. Minkes currently serves as Physician Coach with HXF. He is a board-certified general and pediatric surgeon who previously practiced as a pediatric surgeon for over twenty years in academic and private practice settings. He is also a professor and Chair of Specialty Medicine with Orlando College of Osteopathic Medicine (OCOM).
Robert Eisinger is Chief Academic and Administrative Officer with HXF.
A political scientist by training (B.A. Haverford College, M.A., Ph.D. University of Chicago), Robert began his leadership journey teaching and writing about public opinion, and the intersection of political institutions and behavior. He brings more than two decades of higher education and private sector experience to the HXF team.
More PodcastsFor a related conversion, make sure to listen to What Cultural Humility Means in Practice for Healthcare Leaders with Tiffany C. Chaney, FACHE: https://healthcareexperience.org/cultural-humility/
What's often left unspoken can assist us in better healing patients and being there for them in their times of deepest distress. Delving into this mystery often necessitates a profound form of listening, which can be the key to unlocking the root of that distress.
We are excited to be joined by Dr. Joshua Schwarzbaum as our guest once again this week on the Healthcare Experience Matters podcast. As a longtime emergency room physician in New York City, Dr. Schwarzbaum joins our show to talk about listening to patients to find the true feelings that underscore their words.
A lot of today’s interview references the recent storybook Dr. Schwarzbaum has authored entitled, Listening For A Feeling Finds True Healing: A Guide To Healing From The Inside Out.
You can learn more about that book here: https://www.amazon.com/Listening-Feeling-Finds-True-Healing/dp/B0CVQT12X8
More about this interview: https://healthcareexperience.org/healing-by-listening
In the latest episode of the Healthcare Experience Matters Podcast, we look into the benefits of investing time into DEI education and training in today’s healthcare environment.
Joining us for today’s chat is Brian Bustoz, MBA, CPXP, the Director of Patient Experience Service Excellence at Dignity Health Arizona, Central, and West Valley Market.
Brian joins us to help shed light on the crucial intersection between health equity, patient care, and professional development.
Brian attended the Healthcare Experience Foundation’s October 2023 DEI Foundations Certificate program, which consisted of two half-day virtual cohort sessions designed to equip leaders, staff, clinicians, and physicians with the knowledge and strategies necessary to grow interpersonally and meet the demands of today’s healthcare environment.
The next DEI Foundations Certificate program is right around the corner. It will take place on April 25 - 26, 2024.
You can learn more about this upcoming event and reserve your seat here: https://healthcareexperience.org/webinars/dei-foundations-certificate/
Catherine Richards Golini, PhD, a Healthcare Editor with Karger Publishers, and plain language expert, joins the Healthcare Experience Matters Podcast this week for a timely chat on patient education.
We’re on a mission to improve the patient experience through all facets of care, with patient education and communication at the heart of so much of that mission.
Today’s conversation is another riveting and eye-opening chat, especially given the reliance on Google search engines and the explosion of technology in AI. It’s no secret that patients are coming to clinics these days equipped with a lot more information versus even just three years ago.
With all of that in mind, we caught up with Dr. Golini to chat about what healthcare providers should know about health literacy in the age of the internet and rapidly expanding A.I. technologies.
She even participated in a recent artificial intelligence study that she discusses toward the closing minutes of today’s podcast.
For similar discussions on educating patients, please be sure to check out the following previously released podcast episodes from our HX Matters library:
- The Patient Experience in a Multilingual Setting: https://healthcareexperience.org/multilingual-hospital/
- The Power of Health Literacy and Improving the Environment for Patients: https://healthcareexperience.org/health-literacy/
The bottom line: there is no substitute for prioritizing clear, compassionate, and accessible communication towards patients in healthcare and that extends to patient literature and verbal interactions.
More about today's podcast: https://healthcareexperience.org/health-literacy-for-patients
Kathleen Lynam, RN, MPA, joins our Healthcare Experience Matters Podcast this week to discuss the three essential leadership qualities she has found to be enduring.
Having a deep-seated passion for your work, bringing a people-centered approach to the table, and maintaining a visionary mindset are the enduring attributes that all emerging leaders in our field should be keenly aware of, according to Kathleen.
Kathleen is an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF). She brings decades of nursing leadership experience to the conversation.
She is also a featured instructor at the upcoming Leading for Healthcare Experience Excellence: An Emerging Leader Certificate Program. This event is discussed in detail in today’s podcast.
You can learn more about the event and reserve your spot here: https://hecertificate.my.canva.site/hxexcellence.
Today’s episode of the Healthcare Experience Matters Podcast is a chat with Steve Meth, JD, MS, Chief Patient Experience Officer, Johns Hopkins Medicine, about what it means to lead with inclusivity in today’s modern healthcare landscape.
Drawing from his extensive experience and unique professional background, Steve highlights the significance of effective communication, coordination, and trust in patient care, while reflecting on three key questions
- Why is inclusive leadership essential?
- What are the character traits of an effective inclusive leader?
- What obstacles do inclusive leaders face and how can they be addressed?
Learn More: https://healthcareexperience.org/leading-with-inclusivity
There are many intangibles that make up an excellent patient experience. Often times it starts with the parking lot – like are there actually enough spaces in the garage to park? It seems simple, but it can go a very long way in healthcare service excellence.
This is something we should all be striving to improve in our field.
Stepping away from the clinical aspects and the doctor-patient relationship, our guest this week on the Healthcare Experience Matters Podcast is author Peter C. Yesawich, PhD. He shares ideas for improving patient experience outside of the clinic, focusing on customer service excellence.
This also includes addressing pain points, such as a lack of transparency regarding the actual costs of patient care, which are crucial steps toward improving service delivery.
Peter is the co-author, alongside Stowe Shoemaker, PhD, of the 2023 book Hospitable Healthcare: Just What the Patient Ordered!
Learn More About This Podcast: https://healthcareexperience.org/five-star-hospitality
According to research, approximately 75% of the general population experiences a fear of public speaking.*
When combined with the fact that many medical professionals tend to be introverted by nature, it is safe to assume that a love or passion for public speaking is not common in healthcare.
Furthermore, it is probably safe to conclude that doctors are closer to the population that is likely to dread or deeply fear having to speak in public.
Joining us on today’s episode of the Healthcare Experience Matters Podcast is Dr. Michael Smith. He outlines his journey from being very uncomfortable with public speaking to giving an actual Ted Talk in 2023.
You can watch that Ted Talk here: https://youtu.be/0UZ4Wi21KPU?si=HJQrSzG8vE3J9Q7G
The underlying force behind Dr. Smith’s communication confidence has been learning improv.
By stepping outside his comfort zone and studying improv on his own time after work, Dr. Smith has sharpened many aspects of the communication tools he uses every day with patients.
These skills not only help him communicate better with his patients but also enable him to teach medical trainees and residents how to utilize these skills when working with their own patients.
Dr. Smith first joined our podcast in September 2023 to discuss improv comedy and how it led to his overall personal growth, professional development, improved listening skills, and combating burnout.
You can explore that first episode with Dr. Smith in its entirety, titled “How Comedy Improv Skills Enhance Doctor/Patient Communication,” by clicking here: https://healthcareexperience.org/improv-skills/
As an academic hospitalist working with medical students, interns, residents, and surgical co-management teams, Dr. Smith interacts with patients at various stages of health.
His experience in improv quickly became an asset to his work. He is the founder of HealthcareImprov.com and you learn more about his work teaching improv to medical practitioners here: https://www.healthcareimprov.com/
When it comes to building empathy, there may just be no better tool than improv classes, as Dr. Smith can attest from his own experience.
Thanks to a gift from his wife in 2014, Dr. Smith embarked on his journey in improv by enrolling in Level 1 classes. He quickly recognized the potential of these newfound skills in enhancing his role as a hospitalist, prompting him to integrate them into his professional life.
Today’s interview with Dr. Smith serves as an excellent anecdote of how hard work, learning a skill outside your comfort zone, and other outside-the-box thinking techniques can lead to great things for healthcare providers.
This includes fighting burnout and becoming a better, more effective practitioner of patient care to truly elevate the patient experience even further.
Source*
Zauderer, S. “31 Fear Of Public Speaking Statistics (Prevalence)”, Retrieved from: https://www.crossrivertherapy.com/public-speaking-statistics
This week’s episode of the Healthcare Experience Matters Podcast takes a deep dive into the Healthcare Experience (HX) Academy, and how it can drive better patient encounters.
Today's discussion is moderated by HXF President Katie Owens.
Healthcare experiences consist of a million small encounters, each contributing to the overall impression of your organization. The HX Academy empowers you to ensure that the impression you and your team leave is a positive one.
- You can explore the academy here: https://hxacademy.org/
- If you have any questions, please contact us at insights@healthcareexperience.org
The HX Academy, designed by physicians, clinicians, patient experience experts, healthcare leaders, and award-winning video producers, offers pragmatic advice to help you improve immediately.
Join moderator Deanna Frings and panelists Drs. Rob Minkes and George Mayzell on this week's Healthcare Experience Matters Podcast. In this special episode, we feature a discussion on avoiding the pitfalls of chart wars and bias to ensure equitable practices.
This podcast is a rebroadcast of a live learning event from the Healthcare Experience Foundation team. If you missed the webinar, be sure to take advantage of this encore presentation.
Learn More: https://healthcareexperience.org/chart-wars
Tiffany C. Chaney, FACHE, joins the Healthcare Experience Matters Podcast this week to discuss the practical application of cultural humility.
In addition to being a Fellow with the American College of Healthcare Executives (FACHE), Tiffany is Chief Diversity Officer with Baptist Health in Montgomery, Alabama. Throughout her career, she has been guided by the belief that every single person deserves to receive equitable, high-quality health care.
Learn More: https://healthcareexperience.org/cultural-humility
Vanessa Guzman brings us the keys to building a more inclusive healthcare system in this week’s heartwarming edition of the Healthcare Experience Matters Podcast.
In addition to her role as a passionate advocate for health equity, Vanessa is Chief Executive Officer at SmartRise Health and Ella Es Health. She is also a strategy and empowerment coach.
With themes of gratitude, the power of finding the right mentor, and many other compelling elements, Vanessa also discusses her inspiring path towards earning her position as CEO in this discussion.
This is her first time joining our weekly podcast presented by the Healthcare Experience Foundation (HXF) and we hope to have her join us again. This conversation dovetails nicely into our upcoming Health Equity & The Patient Experience, Virtual Certificate Program.
About Health Equity & The Patient Experience
As a friendly reminder, you can join us for an engaging online event addressing the crucial topic of health equity and its impact on the patient experience. This live, online learning event takes place in two parts: Friday, February 2 (Part One) and Friday, February 9 (Part Two). The program will lead participants through insightful discussions about how healthcare disparities affect individuals and communities, providing strategies for improvement.
If you are a healthcare leader committed to patient experience excellence and equitable care for all patients, this event is for you. Be part of this important conversation and help drive positive change in the healthcare landscape. Register now to secure your spot and learn more here.
Building a More Inclusive Healthcare System
Vanessa, a biomedical engineer by training, shares her experiences growing up with Dominican parents and being on Medicaid until the age of 20.
She emphasizes the profound impact of socioeconomic status on health, highlighting issues such as limited access to transportation, healthy food, and low literacy, all of which contribute to how individuals prioritize and navigate their healthcare challenges.
The podcast explores practical steps to address these gaps, involving collaboration among health plans, providers, community-based organizations, and consumers of healthcare services themselves.
Vanessa emphasizes the need for clear communication, streamlined services, and understanding the unique needs of each community. She advocates for screenings to identify gaps and barriers to care, especially in areas such as food access, transportation, and housing.
Education emerges as a powerful factor in health outcomes, with Vanessa discussing the generational impact of higher education on health literacy. The conversation touches on the importance of creating structures that advocate for education, especially in communities of color, and investing in infrastructure that prioritizes education as a fundamental component of well-being.
As the discussion progresses, Vanessa provides valuable insights for leaders in healthcare, urging them to allocate resources effectively and involve the community's voice in health equity initiatives.
She underscores the significance of sustained efforts beyond pilot programs, emphasizing the need for evaluation and community integration.
The podcast concludes with Vanessa sharing her story and expressing gratitude for the mentors who trusted and believed in her. She encourages listeners to believe in others, emphasizing the transformative power of trust and gratitude in personal and professional growth.
We hope Vanessa’s interview serves as a beacon of wisdom and guidance, offering tangible steps towards achieving health equity and creating a more inclusive healthcare system for all.
In this week's episode of Healthcare Experience Matters, we have the pleasure of being joined by Brenda Ayers, MD, a Physician Coach at the Healthcare Experience Foundation (HXF). This crucial podcast interview offers an in-depth exploration of what it takes for healthcare leaders to develop a heightened awareness of implicit bias.
Dr. Ayers is not only a passionate speaker but also a dedicated healthcare professional. She is a Board-certified physician in Internal Medicine who serves as Medical Director for Health Equity for Nuvance Health.
Focused on building equitable care for all patients, she strives to ensure a brighter, more inclusive future for us all. Our moderator for today's discussion is Deanna Frings, an Executive Coach at HXF.
Did you know? Dr. Ayers is a featured speaker at our upcoming Health Equity & The Patient Experience, Virtual Certificate Program.
Learn More About Health Equity & The Patient Experience, Virtual Certificate Program: https://healthcareexperience.org/webinars/health-equity-and-the-patient-experience/
Learn More About Today's Podcast: https://healthcareexperience.org/implicit-bias-in-healthcare
This week on the Healthcare Experience Matters podcast, we're discussing the role that governing boards play in the ongoing quest to elevate patient experiences in the modern and ever-changing healthcare environment. Our guests this week include Laura S. Orr, MHA, CEO of FORWARD Governance Consulting, and Katie Owens, President of the Healthcare Experience Foundation.
We delve into insights from an article co-written by Laura and Katie, titled 'The Board's Role in Care Experience,' which was recently published in the American Hospital Association's "Trustee Insights" publication.
You can read the article here: https://trustees.aha.org/boards-role-health-care-experience
We are pleased to welcome Laura back for her third appearance on our podcast. She is the Founder and CEO of Forward, a firm dedicated to helping executive leaders and governing bodies drive organizational success. You can catch up on the first two podcasts with us here:
Unlocking the Strategic Potential of Subsidiary Boards in Healthcare: https://healthcareexperience.org/subsidiary-boards/
Navigating the Complexities of Healthcare and Insights for Leadership: https://healthcareexperience.org/laura-orr/
Learn More About Today's Episode: https://healthcareexperience.org/healthcare-boards/
In this week's edition of the Healthcare Experience Matters Podcast, we take an in-depth look at some of the (often overlooked) benefits of medical scribes and their positive impact on the patient experience.
We are excited to welcome Dr. Christine Meyer, an internal medicine physician, back to our program for today’s episode. This is the second appearance of Dr. Meyer on our weekly podcast series.
In addition to her being a passionate advocate for driving excellent patient experiences, she is the founder of Christine Meyer, MD, and Associates (CMMD), a practice with over 20 providers, 20,000 patients, and two buildings in the Philadelphia metro region.
As mentioned, in her previous podcast interview episode with us entitled, Driving Excellent Patient Experiences by Improving the Little Things, she attributes the success of CMMD to the emphasis her team has placed on ensuring a top-notch patient experience for everyone who walks in the door.
The growth of CMMD is not because of traditional advertising or marketing campaigns, but due to the positive word-of-mouth generated by patients at her clinic.
Medical Scribes in Primary Care
*Research on the use of medical scribes in the primary care setting has linked medical scribes to heightened productivity and efficiency, elevated healthcare provider satisfaction, and, in numerous instances, increased levels of patient satisfaction.
This sentiment is corroborated by the stories told by Dr. Meyer in today’s podcast. She joined our show to shed light on the often-underestimated advantages of incorporating medical scribes into the clinical setting.
Medical scribes at CMMD not only document patient visits in real-time but also serve as an extension of the clinician, allowing Dr. Meyer to maintain eye contact and enhance the overall patient-provider interaction in general.
Medical Scribe Logistics
The discussion touches on the logistical aspects of hiring medical scribes, revealing that CMMD often hires pre-med or medical students seeking valuable experience during a gap year.
Dr. Meyer emphasizes the dual benefits of this arrangement as patients receive more personalized care and detailed post-visit summaries, while clinicians experience a significant reduction in workload and stress.
The conversation extends to the unique relationships formed between patients and scribes, where patients of CMMD often reach out to scribes for clarification on post-visit instructions. Dr. Meyer acknowledges the costliness of implementing such a system but highlights its impact on both patient satisfaction and clinician efficiency.
As the discussion unfolds, Dr. Meyer addresses the misconception that medical scribes must have a traditional medical or patient care background, revealing that individuals with diverse healthcare-related degrees, including healthcare business, can excel in the role.
This insightful conversation explores the multifaceted benefits of medical scribes, showcasing how they elevate the patient’s experience while gaining invaluable patient care knowledge inside the clinic.
For any medical student or aspiring medical trainees in the eastern Pennsylvania region who may be interested, Dr. Meyer invites you to reach out and join her expanding team. You can send her an email at Christine@ChristineMeyerMD.com to learn more!
Sources
Ziemann M, Erikson C, Krips M. The Use of Medical Scribes in Primary Care Settings: A Literature Synthesis. Med Care. 2021 Oct 1;59(Suppl 5):S449-S456. doi: 10.1097/MLR.0000000000001605. PMID: 34524242; PMCID: PMC8428869.
Advisors, mentors, and coaches—family and friends—you will need to lean on all these people in your support system as a healthcare professional. Given the rigors of working in healthcare, a coach can be your strongest professional ally, helping you objectively see things without bias (or an interest in the outcome.)
Unlike many individuals in our professional circles, a coach will always remain unbiased, this makes having a coach incredibly important for our career growth and in the ongoing journey to fend off burnout.
In a profession as demanding as patient care, we all need strong support systems to keep us going. At the foundation of your professional support system, a coach can help you as outlined in this week’s edition of the Healthcare Experience Matters Podcast. Our host, Casey Callanan, interviews Kathleen Lynam, an Executive Coach with the Healthcare Experience Foundation (HXF).
Learn More: https://healthcareexperience.org/healthcare-coach
When we look towards enhancing the patient’s experience, it's not always about the time spent with patients. Although more time would be appreciated, healthcare providers can often make a more significant impact through the words used and their overall demeanor.
In this week's edition of the Healthcare Experience Matters Podcast, our host, Casey Callanan, interviews Michelle Brady, MSHAL, BSN, RN, CPXP, the Chief Experience Officer & Director of Relationship-Based Care at MyMichigan Health.
Joining them is Katie Owens, President of the Healthcare Experience Foundation (HXF).
Learn More: https://healthcareexperience.org/words-matter
Healthcare Experience Matters is back this week with a new episode as listeners are treated to an insightful conversation with Deanna Frings, an Executive Coach at the Healthcare Experience Foundation (HXF).
With an extensive background in healthcare that encompasses clinical, operational, and leadership roles, Deanna brings a wealth of wisdom and a unique perspective to the world of elevating patient experiences.
As a recognized expert, focusing on designing effective educational programs that advance healthcare experiences, she is one of the newest additions to the HXF Coaching Team and we are grateful for her making time for our show.
As listeners will soon realize, the theme of this interview is clear: Deanna is all about compassion and this “true north” of hers shines through in her approach to coaching healthcare leaders and teams.
Learn More: https://healthcareexperience.org/coaching-mindset
We are excited to welcome back a familiar face to the Healthcare Experience Matters Podcast this week! Nita Magee, PhD, RN, MHNP-BC, returns for her latest appearance on our show and a crucial talk about actively listening to patients with empathy and the drastic difference it can ultimately make for better outcomes.
As our dedicated listeners can attest, Dr. Nita A. Magee's insights consistently illuminate and prove invaluable. Her compassionate and dedicated leadership in our field is truly admirable, and we are honored to have her return for another insightful episode.
Dr. Magee is a mental health nurse practitioner with the G.V. (Sonny) Montgomery V.A. Medical Center in Jackson, Miss. With more than 30 total years of experience in healthcare, she has been with her institution for the last 26 years.
In our last interview with Dr. Magee, we discussed the importance of managing patients' expectations. Throughout that conversation, it became evident that a major theme revolved around the concept of listening. Recognizing the pivotal nature of this aspect within the patient-provider relationship, we were inspired to devote an entire podcast episode to the art of effective listening.
You can catch up on all of her previous chats with us here:
- A Guide to Managing your Patients’ Expectations
- Mental Health Tips for Busy Practitioners
- An Intro to Compassionate Leadership with Dr. Nita Magee
Some of the crucial topics covered in today’s conversation includes:
- Helpful Tips for Listening to Patients with Empathy
- How Listening to Patients with Empathy Saves Lives
- Actively Listening to Patients to Provide Hope (and Even Fight Suicide)
- How Body Language is Crucial in Patient Care and Bedside Manner
- Actively Listening to Patients to Create Better Overall Outcomes
Dr. Magee emphasizes that empathetic listening sets the stage for positive interactions with patients.
During the opening minutes of today’s discussion, she shares a poignant example where empathetic listening helped her identify a patient in crisis who may not have otherwise opened up.
The importance of trust and building a rapport in patient care is highlighted throughout this chat, emphasizing that without these building blocks, patients may withhold crucial information that could impact their well-being.
The discussion also touches on the role of body language in effective communication. Dr. Magee explains that non-verbal cues such as nodding, maintaining eye contact, and being physically present contribute to creating a supportive environment for patients to share their concerns.
Dr. Magee acknowledges the challenges of time constraints in healthcare settings but emphasizes the need for healthcare professionals to balance efficiency with empathetic listening. She suggests seeking permission to extend the time if necessary and, when applicable, involving the patient in decisions about time management.
Furthermore, the conversation explores the connection between empathetic communication and better patient outcomes. Dr. Magee discusses how building trust and involving patients in their treatment plans lead to increased compliance and adherence to medical recommendations.
In closing, Dr. Magee encourages healthcare professionals to distinguish between empathy and sympathy and stresses the importance of lifelong learning and staying culturally competent to provide effective and unbiased care.
We invite our listeners to reach out to Dr. Magee for further information or coaching, as her wealth of knowledge and experience in the field is truly second to none. You can contact here: theauroraexperience1501@gmail.com.
A simple thanks can go a long way. At the Healthcare Experience Foundation, we firmly believe that an incredible portion of effective healthcare leadership, and excellent patient experiences, starts with a simple premise: thankfulness.
To get you in the Thanksgiving spirit, we encourage you to check out inspiring snippets from recent podcast interviews featuring speakers and presenters who are thought leaders in gratitude.
Like what you hear? Be sure to tune into the full broadcasts of the following podcast interviews featured in today’s "Best of the Healthcare Experience Matters Podcast” episode:
- Never Stop Gratitude with Author TJ Sweet: https://healthcareexperience.org/tj-sweet/
- Simple Ways to Authentically Show Gratitude as Healthcare Leaders with Win Howard: https://healthcareexperience.org/win-howard-gratitude/
- Katrina Coleman Talks About the Overall Importance of Gratitude in Healthcare: https://healthcareexperience.org/gratitude/
- You can also learn more here: https://healthcareexperience.org/healthcare-gratitude
Coleen Santa Ana, MHA, is our guest on the Healthcare Experience Matters Podcast this week, where she explores why executive coaching is becoming increasingly important in the healthcare industry.
As an Executive Coach with the Healthcare Experience Foundation, Coleen brings over 20 years of healthcare executive leadership experience to the table.
In today’s podcast, Coleen details the distinctive nature of coaching, emphasizing its separation from consulting. Coaching focuses on asking thought-provoking questions rather than providing direct solutions.
Learn More: https://healthcareexperience.org/executive-coaching
Ramonita Jiménez, DNP, MPA, RN, NEA-BC, Chief Nursing Officer with Hackensack University Medical Center joins our Healthcare Experience Matters Podcast this week.
We are honored to have Dr. Jiménez join our weekly program to discuss the multitude of innovative ways medical institutions of all scopes and sizes can effectively address nurse retention challenges.
Learn More: https://healthcareexperience.org/nurse-retention
Jan Gnida CPXP and Katie Owens, MHA, CPXP, join us on the Healthcare Experience Matters Podcast this week as we examine the interesting shifts in data within patient experience trends since the start of the pandemic.
Jan is the Senior Vice President of Research Operations for PRC, and this is her first time joining our podcast. Katie is a familiar voice to our podcast listeners and joins us once again for today’s discussion. She currently serves as President of the Healthcare Experience Foundation (HXF).
Jan and Katie’s extensive experience and firsthand knowledge of the research shed light on the evolving landscape of patient experiences in healthcare since the pandemic’s onset in early 2020.
Three key insights we have uncovered through the ongoing research between PRC and HXF to monitor the trends in patient reported experience of care measures, as reported through the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems Survey):
- Patient experience results have not returned to pre-pandemic performance levels.
- Patient experience performance is more volatile than in the decade prior to the pandemic.
- The key drivers of patient experience — teamwork, safety, staff courtesy and respect — are enduring.
For those looking to see the graphic showing the research that we covered in today’s discussion, make sure to view the YouTube broadcast of our podcast here: https://youtu.be/zpNuenqUH_s
Learn more about today’s podcast on the Healthcare Experience Foundation website: https://healthcareexperience.org/pandemic-px-trends
In this week’s episode of the Healthcare Experience Matters Podcast, we are joined by Barbara Khozam, a Certified Patient Experience Professional (CPXP), and “professional patient.”
Barbara shares insights into her deep involvement in healthcare through mystery shopping the patient experience. As a professional patient, Barbara delves into the world of mystery shopping, helping healthcare organizations view the patient's perspective to enhance their services.
During today's interview with Barbara, we hope that listeners will gain practical advice based on her years of 'shopping the patient’ experience.
Learn More: https://healthcareexperience.org/mystery-shopping
Mark Rulle, EdD, joins our show this week for an honest conversation about what needs to change in healthcare leadership. If we are to build a prosperous future for our patients and healthcare workers, we must recognize that the key ingredient might just be compassion. It's essential to work towards having compassion radiate throughout your organization.
This is Dr. Rulle’s first time joining us on the Healthcare Experience Matters Podcast, and we are inspired by his optimism for the leaders of tomorrow.
Dr. Rulle currently serves as President of the Maryland Healthcare Education Institute (MHEI). He will be a featured speaker at the upcoming Certificate in Foundations of Compassionate Leadership, a joint presentation of the Healthcare Experience Foundation (HXF) and MHEI.
The Compassionate Leadership Certificate Program, two-day virtual cohort session is rapidly approaching, taking place October 26 - 27, 2023, from 9:00 AM - 1:00 PM eastern time.
You can get more information here: https://healthcareexperience.org/webinars/compassionate-leader-certificate/
To get you in the spirit for our upcoming Foundations in Compassionate Leadership Certificate program, we encourage you to check out inspiring snippets from recent podcast interviews featuring speakers and presenters who are at the heart of what makes this program so impactful.
We hope you enjoy checking out these podcast interviews and please mark your calendars for this upcoming two-day virtual session taking place on October 26 & 27, 2023 at 9:00 AM - 1:00 PM EST.
You can learn more about that event here: https://healthcareexperience.org/webinars/compassionate-leader-certificate/
Like what you hear? Be sure to tune into the full broadcasts of the following podcast interviews featured in today’s episode:
- Unlocking the Secrets of Compassionate Leadership in Healthcare with Katie Owens
- Compassionate Leadership and the Art of Being Kinder to Ourselves with Brooke Billingsley
- An Insider's Guide to Leading with Compassion with Katie Owens
- An Intro to Compassionate Leadership with Dr. Nita Magee
Laura Orr, a seasoned healthcare executive with extensive experience in navigating governance complexities and executive leadership, joins us this week on the Healthcare Experience Matters Podcast for a chat about subsidiary boards.
This is Laura's second appearance on our show. In addition to her years of operations, strategic planning, and board governance experience within the healthcare sector, she currently serves as the CEO of Forward Governance Consulting.
Learn more about this episode: https://healthcareexperience.org/subsidiary-boards
- You can also learn more about Forward here: https://www.forwardgovernanceconsulting.com/
- To listen to Laura's first episode with us, "Navigating the Complexities of Healthcare and Insights for Leadership," please visit this link: https://healthcareexperience.org/laura-orr/
Attention! Time is running out to join our October 5th and 6th DEI Foundations Certificate program. This program consists of two half-day virtual cohort sessions designed to equip leaders, staff, clinicians, and physicians with the knowledge and strategies needed to foster interpersonal growth and meet the demands of today's healthcare environment
Register now and learn more by clicking here: https://healthcareexperience.org/webinars/dei-certification-2/
About Today’s Podcast
In this episode of the Healthcare Experience Matters Podcast, we're pleased to welcome Bintou Susso, CPHQ, to our show. Bintou participated in the August 2023 edition of our DEI Foundations Certificate. She currently serves as a Patient Experience and Health Equity, Diversity and Inclusion (HEDI) Analyst with Nuvance Health in Connecticut.
This is Bintou’s inaugural appearance on our show and we’re excited to have her join the program.
With Nuvance, Bintou’s daily responsibilities revolve around analyzing patient experience data, which involves collecting feedback through surveys from patients visiting their offices. She also focuses on workforce analytics, with a strong emphasis on diversity, inclusion, and equity.
We’re thrilled that Bintou enjoyed a transformative experience with the August edition of our DEI Foundation's Certificate Program.
As we learn on today’s interview, despite thinking she already had a comprehensive understanding of diversity, equity, and inclusion (DEI), the program expanded her perspective. This experience is something we find to be quite common with folks who attended this program.
Bintou discovered that diversity encompasses far more than just surface-level characteristics like race, ethnicity, and gender. It delves deep into personal experiences, traumas, beliefs, and values. This realization was not only humbling but also enlightening for Bintou as described in detail within today’s interview.
The DEI Foundations Certificate program also introduced her to the concept of cultural humility, emphasizing the commitment to lifelong learning about various cultures while being aware of one's own biases.
Bintou found these insights enriching, especially as it encouraged candid conversations with participants from diverse backgrounds, broadening horizons, and teaching folks to better appreciate experiences they had not personally encountered.
As the discussion wraps up, Bintou strongly recommends folks who are on the fence about making time to join the program to strongly consider attending it. She emphasizes that it's not merely a checkbox but an opportunity to become more informed, empathetic, and culturally humble.
It equips individuals with the tools and skills necessary to foster inclusivity and navigate difficult conversations in the workplace.
If you're committed to creating an inclusive environment and enhancing your leadership skills, we urge you to as well to make time for this program.
For more information on how to register for the upcoming program, happening soon on October 5th and 6th, please visit this webpage: https://healthcareexperience.org/webinars/dei-certification-2/
We are excited to be joined by Dr. Joshua Schwarzbaum as our guest once again this week on the Healthcare Experience Matters podcast. As a longtime emergency room physician in New York City, Dr. Schwarzbaum has plenty of experience breaking down communication barriers with patients.
He joins our show this week to talk about using a calming presence to defuse even the most distraught patients in this powerful episode.
As a board-certified emergency medicine physician at SBH Health System in the Bronx, Dr. Schwarzbaum brings extensive experience in tackling communication challenges in medicine to today’s podcast interview.
We welcome him back with open arms for this very important and timely discussion.
- He previously joined our show, earlier this year for an engaging interview on dealing with difficult conversations with patients and their families. You can check that episode out here: https://healthcareexperience.org/difficult-conversations/
- To listen to Dr. Schwarzbaum’s first podcast with us here on Healthcare Experience Matters about the “Code Breathe” initiative, you can find that here: https://healthcareexperience.org/code-breathe/
- Dr. Schwarzbaum is also the founder of Healthy Inside, a website that aims to help individuals find wellness and positivity in the face of life’s challenges. You can learn more about the website here: https://healthyinside.net/
- Learn more about today's episode: https://healthcareexperience.org/communication-barriers
In the latest episode of the Healthcare Experience Matters podcast, we welcome back Dr. Robert "Rob" Minkes, surgeon, and Physician Coach with the Healthcare Experience Foundation.
This week, Dr. Minkes joins us to discuss the Bias Aware Coaching Framework, shedding light on its role in fostering inclusive leadership. Topics we cover on today’s interview:
- What is bias aware?
- The bias aware coaching framework.
- Why is a coaching approach so important to advance DEI?
- A preview of the upcoming DEI Certifications Program (a two half-day virtual cohort session).
Learn More about this episode: https://healthcareexperience.org/bias-aware
Learn More about the DEI Certifications Program: https://healthcareexperience.org/webinars/dei-certification-2/
To enhance your communication skills, and better assist patients, you might want to consider enrolling in an evening improv class. As we explore in this week's edition of the Healthcare Experience Matters Podcast, improv could be a beneficial step toward personal growth, professional development, improved listening skills, and even combating burnout.
Our guest this week is Dr. Michael Smith, the founder of HealthcareImprov.com, and when it comes to building empathy, there is no better tool than improv classes, as Dr. Smith can attest from his own experience.
In 2014, Dr. Smith embarked on his journey in improv by enrolling in Level 1 classes. He quickly recognized the potential of these newfound skills in enhancing his role as a hospitalist, prompting him to integrate them into his professional life.
The outcome was a more fulfilling work experience, improved patient interactions, and more effective teaching methods.
Learn More: https://healthcareexperience.org/improv-skills
Joining us on today’s episode of the Healthcare Experience Matters Podcast is Amy Buchwald, a longtime volunteer, actor, comedian, producer, and writer. She shares insights into the unique approaches she has implemented over the years as a volunteer to elevate the patient experience.
This interview offers many insights from Amy that have the strong potential to motivate others to volunteer and proves that you don’t need to be a medical expert to make a difference in a patient’s journey.
Learn More: https://healthcareexperience.org/volunteering
Carolyn Ward, MD, joins our podcast this week for a candid chat about the impact of burnout on healthcare workers and potential remedies.
We're excited to have Dr. Ward in this conversation as she shares her personal experiences combating burnout and provides suggestions on how the healthcare industry as a whole can better address this widespread concern. Highlights from today's podcast include:
- Examining the root causes of healthcare worker burnout.
- Ward’s insights into her own struggles with managing burnout.
- The most effective approaches to tackling physician burnout in the future.
- Why "quitting medical practice" is not a sustainable solution for physicians contending with burnout.
Learn More: https://healthcareexperience.org/carolyn-ward
Actor-turned-activist Danny Woodburn joins the Healthcare Experience Matters podcast this week to discuss his journey of fighting for change and inclusion within the arts and beyond.
Danny is a veteran actor and longtime comedian. He has also dedicated much of his life to activist causes, and this includes being an integral part of the disability rights movement.
He most famously played Mickey Abbott on the legendary television series Seinfeld. His acting credits include more than 150 television and 30 film appearances and counting.
Learn More: https://healthcareexperience.org/danny-woodburn
"Please enjoy this week's edition of the Healthcare Experience Matters Podcast, which features a repackaged broadcast of our recent webinar titled 'Back to Basics - Relationship Rounding to Drive Outcomes.'
This highly popular and well-received webinar has been edited and condensed to offer a more listener-friendly podcast experience.
Trust in leadership remains a key driver of clinician and physician engagement. However, rounding continues to be an elusive strategy for healthcare leaders aiming to create positive outcomes. Join us for a impactful conversation that will help elevate your leadership rounding practices, ultimately boosting engagement, retention, and enhancing patient experiences of care.
Learn more: https://healthcareexperience.org/relationship-rounding
When expectations are managed properly, trust is built, and disappointment can be prevented.
We are delighted to welcome back a familiar face to the Healthcare Experience Matters Podcast this week! Dr. Nita A. Magee, PhD, RN, MHNP-BC, returns for her third appearance on our show and a crucial talk about managing patients’ expectations.
As loyal listeners to our show can attest, her insights are always enlightening and invaluable.
Dr. Magee is a mental health nurse practitioner with the G.V. (Sonny) Montgomery V.A. Medical Center in Jackson, Miss. With more than 30 total years of experience in healthcare, she has been with her institution for the last 26 years.
Learn More: https://healthcareexperience.org/expectations
We are thrilled to host Carly Newton this week to compare and contrast some of the unique patient experience nuances in the United States and Australia.
Carly Newton is a registered nurse and Manager of Therapy Access at Terumo Blood and Cell Technologies.
Carly brings a unique perspective to the conversation as she shares her firsthand experiences as both a patient in the U.S. and a nurse in Australia, making her exceptionally well-versed in the patient experience norms of both countries.
Learn More: https://healthcareexperience.org/australia
This week on our podcast, we welcome Deborah Zastocki, DNP, Ed.M., MA, RN, NEA-BC, FACHE, and Katie Owens, MHA, CPXP, to provide us with an overview of the CARES™ model for highly reliable patient communication.
CARES™ is a set of macro competencies developed by our Healthcare Experience Foundation (HXF) team based on nearly 15 years of studying and coaching patient communication interactions with thousands of leaders, staff, physicians, and providers blended with constantly emerging research at the intersection of patient experience and quality.
This recording is a recent live learning event webinar that has been condensed and shortened for a more friendly podcast listening experience.
Patient experience can be defined as the sum of all interactions patients encounter throughout their healthcare journey. The CARES™ model is not confined to a single interaction; rather, it comprises numerous micro competencies that, when combined, create an exceptional patient experience.
Learn More: https://healthcareexperience.org/cares-connect/
World-renowned surgeon, author, professor and patient healthcare advocate, Henry Buchwald , MD, PhD, joins the Healthcare Experience Matters podcast this week.
Dr. Buchwald is currently Professor Emeritus of Surgery and Biomedical Engineering at the University of Minnesota.
In his new book, "Healthcare Upside Down: A Critical Examination of Policy and Practice," Dr. Buchwald contends that the healthcare system in the United States has got to do better. He asserts that it has transformed into an expensive and impersonal structure, failing to prioritize the best interests of both the nation and the individuals it aims to heal.
Learn More: https://healthcareexperience.org/henry-buchwald
Often, it is the minor details that add up to make a major difference in elevating the patient experience. As we learn on this week’s episode, many overlooked “little things” can make a substantial difference in delivering excellent patient experiences.
In our latest episode of the Healthcare Experience Matters podcast, Dr. Christine Meyer, an internal medicine physician, shared her insights on the importance of addressing these little things that go beyond medicine and how it has helped her own practice reach impressive growth.
She also addressed issues like improving doctor-patient communication and the impact it has on patient experiences.
Learn More: https://healthcareexperience.org/christine-meyer
About Dr. Meyer
Christine Meyer, MD, is an internal medicine physician and founder of Christine Meyer, MD, and Associates (CMMD). CMMD is consistently named the top primary care practice in Chester County, Pennsylvania. More About CMMD: https://www.christinemeyermd.com/
In 2012, Dr. Meyer founded the Team CMMD Foundation, an award-winning nonprofit organization of volunteers, runners, and cyclists who support local families battling cancer. To date, the charity has raised and donated millions of dollars to local cancer patients and the funding of cancer research. More about this Foundation: https://teamcmmd.org/.
Dr. Meyer is also the author of The Longest Mile: A Doctor, a Food Fight, and the Footrace That Rallied a Community Against Cancer.
Trust is the foundation of any successful relationship, and that is especially true when it comes to building excellent patient experiences. In this episode of the Healthcare Experience Matters podcast, which focuses on building trust with patients, we warmly welcome back our guest, Katrina Coleman, BSN, MSN, to the show.
With an extensive background in nursing and healthcare leadership, Katrina currently serves as Leadership and Engagement Strategist with the Maryland Healthcare Education Institute (MHEI).
Learn More: https://healthcareexperience.org/building-trust
Our guest on this week’s edition of the Healthcare Experience Matters podcast is Katie Owens, President of the Healthcare Experience Foundation. She leads us on a very important discussion regarding health literacy while highlighting powerful ways we can improve the patient’s environment.
“A third of adults in the United States have difficulty with these common tasks, such as following prescription medication directions or adhering to follow up instructions, and just about everyone is impacted by health literacy gaps,” Katie told us.
Learn More: https://healthcareexperience.org/health-literacy
Dr. Joshua Schwarzbaum is our guest on the Healthcare Experience Matters podcast this week, discussing the important topic of delivering difficult news to patients and loved ones. As a board-certified emergency medicine physician at SBH Health System in the Bronx, Dr. Schwarzbaum brings extensive experience in engaging in challenging conversations with patients and their families.
Drawing from his work in New York City's emergency rooms, Dr. Schwarzbaum shares his expertise and insights during this crucial conversation.
Learn more: https://healthcareexperience.org/difficult-conversations
Join us for a brand-new episode of the Healthcare Experience Matters podcast this week as we chat with Shawn Rossi, DHA, FACHE. Dr. Rossi currently serves as the Vice President of Communication & Member Engagement at the Mississippi Hospital Association (MHA).
Tune in as we explore the powerful connection between health equity and elevating the patient experience in this thought-provoking podcast. By highlighting this connection, we aim to shed light on the profound impact that addressing health disparities can have on enhancing patient care and satisfaction.
Topics we investigate in this important discussion include fostering trust, addressing unconscious biases, and leveraging data to transform healthcare delivery, ensuring equitable and exceptional care for all patients.
Learn More: https://healthcareexperience.org/health-equity
Since 2021, the Healthcare Experience Matters podcast has (hopefully) been a part of your Thursday morning routine, and we are honored to have had the chance to bring you insightful conversations and deep storytelling on various aspects impacting the healthcare experience. Hosted by Casey Callanan, MBA, the podcast has reached a significant milestone with today’s 100th episode. In this special edition, we celebrate this achievement by highlighting six of the most popular episodes based on download and YouTube views.
By reaching our 100th episode, it’s evident that the show has provided a platform for insightful discussions, and it truly would not be possible without the array of incredible guests we are honored to have visited our show. We are grateful for the loyal listeners who have made this milestone 100th episode possible.
Here’s to the next 100 episodes of the Healthcare Experience Matters podcast, where more valuable insights and conversations await. If you want to dive deeper into any of the featured episodes, you can find the full links below with timestamps of when they can be heard in today’s podcast.
[1:35] The Importance of Mental Health, an Interview with Dr. Tammie Chang
[5:55] Practicing Emotional Intelligence as a Healthcare Provider with Dr. Paul Glisson
[7:33] The BATHE Technique for Improved Physician/Patient Communication with Dr. Kacey Gibson
[12:12] Keeping it Simple to Drive Excellent Patient Experience with Jeff Robbins
[15:17] Addressing Burnout Among Medical Assistants
[17:23] Reflections of Transformation from a Physician Leader to Patient and Back with Dr. David Zaas
Learn More About This Milestone 100th Episode: https://healthcareexperience.org/episode-100
This week on our podcast, we welcome George Mayzell, MD, MBA, and Rob Minkes, MD, PhD, MS-LOD, to provide us with valuable methods for both onboarding and retaining physicians.
Drs. Mayzell and Minkes are longtime contributors to the Healthcare Experience Matters Podcast and currently serve as physician coaches at the Healthcare Experience Foundation.
Effective physician onboarding and retention continue to be frequently cited barriers for organizations. In this week’s podcast, we share innovations and practical strategies that support physician engagement, strengthen team interactions, and drive successful partnerships with administration.
Learn More: https://healthcareexperience.org/onboarding-retention
A disengaged workforce has major consequences in just about any industry. When that industry is healthcare, the consequences become even more dire. Our guest on this week’s edition of the Healthcare Experience Matters Podcast is Katie Owens, President of the Healthcare Experience Foundation.
Katie shares the latest research on how employee disengagement contributes to the underlying causes of major issues in delivering top-quality care to patients and provides us with guidance on addressing these problems.
Learn More: https://healthcareexperience.org/disengaged-employees
In the latest episode of our Healthcare Experience Matters show, we sit down with Laura Orr, a healthcare executive with years of experience in navigating the complexities of the healthcare industry.
Laura shares her insights on what it takes to be an effective leader in this challenging environment, as well as strategies for managing competing priorities and building strong, resilient teams. Join us as we explore this important topic of healthcare leadership in our newest podcast episode.
This is Laura’s first time joining us on Healthcare Experience Matters. In addition to her years of operations, strategic planning, and board governance experience, she is the CEO of Forward. Forward is a company she founded that is dedicated to helping executive leaders and governing bodies drive organizational success.
Learn More: https://healthcareexperience.org/laura-orr
Join Healthcare Experience Foundation President Katie Owens for a special episode of the Healthcare Experience Matters Podcast this week, where she previews the upcoming event, "Certificate in Foundations of Compassionate Leadership," and offers an in-depth exploration of what it means to become a compassionate leader in today's healthcare environment.
Don't miss out on the opportunity to become a certified compassionate leader! Mark your calendars for May 11 & 12, 2023, and join us for our highly anticipated fourth cohort of the Certificate in Foundations of Compassionate Leadership. This virtual event will be unlike any other, with two full days of immersive learning and networking from 9am-1pm EST.
Our previous event was a resounding success, with over 100 professionals from 21 healthcare organizations coming together to deepen their understanding and practice of compassion in both their personal and professional lives. The feedback was overwhelmingly positive, and we are thrilled to announce that this program will continue to grow and thrive in 2023.
Learn More: https://healthcareexperience.org/secrets-of-compassionate-leadership
We're thrilled to have Healthcare Experience Foundation Physician Coach, Robert "Rob" Minkes, as our guest on this week's edition of the Healthcare Experience Matters Podcast.
Dr. Minkes, a board-certified general and pediatric surgeon, joins us to discuss the significance of working with a coach. Previously, he served as the System Medical Director for Adult Specialty and Surgical Services at Lee Health in Fort Myers.
Learn More: https://healthcareexperience.org/phyisican-coaching-intro
This week on the Healthcare Experience Matters Podcast, we are joined by Catie Harris PhD, MBA, RN. She will be sharing some unique strategies for nurses to confront burnout and find fulfillment.
Learn More: https://healthcareexperience.org/nurse-burnout
Building a more resilient medical staff is something we can all get behind. Join our Healthcare Experience Foundation team in this week’s edition of the Healthcare Experience Matters Podcast as we share strategies that we have employed to support physicians.
Today’s panel of speakers includes HXF President and Co-Founder Katie Owens, and HXF Physician Coaches Drs. George Mayzell and Rob Minkes. Drs. Mayzell and Minkes bring decades of clinical and executive experience to the table for this discussion aimed at helping physicians in the early stages of their career.
Learn More: https://healthcareexperience.org/upstream-solutions/
Joining us this week on the Healthcare Experience Matters Podcast for a chat about civility is Cynthia Clark PhD, RN, ANEF, FAAN.
She is the Founder of the Civility Matters initiative and Professor Emeritus at Boise State University. She is also an award-winning professor, scholar, and author.
A lack of civility is problematic to nearly every workplace setting, and as health care professionals, it is imperative that we work in environments that promote civility, respect, and collaboration. Dr. Clark has made it her life's work to help create and sustain healthy work environments through her initiative, Civility Matters, which we discuss at length in today’s interview.
Learn More: https://healthcareexperience.org/healthcare-civility/
We are very excited to welcome Lara Burnside back to the Healthcare Experience Matters Podcast this week. She joins us for an inspiring discussion about dreams, finding your purpose, and the art of building towards major changes in your life.
Lara is a two-time guest here on the podcast, and today’s discussion centers around takeaways from her 2014 book, called, Believe in the Journey of Your Dreams: Simple Steps to Create the Life You Imagine.
Learn More: https://healthcareexperience.org/believe-in-the-journey/
Today we are joined by Michelle “Missy” Moorhead, MSN, for a lively discussion about why she is so passionate about the patient experience. We also discuss why excellent patient experiences matter today more than ever. With Lee Health in Fort Meyers, Florida, Missy currently serves as Patient Experience and Engagement Specialist.
The Healthcare Experience Matters Podcast is a weekly show dedicated to amplifying the voice of today’s leaders in shaping excellent patient experiences. We are very excited for this conversation with Missy. Her sincerity and passion for this line of work is contagious. She brings a wealth of clinical and patient experience expertise to the table.
Learn More: https://healthcareexperience.org/missy-moorhead/
Did you know? Healthcare organizations have experienced 100% turnover in the last five years and burnout has become pervasive among the caregivers we rely on most to deliver safe, compassionate care.
Research continues to demonstrate employees stay (or leave) based on the relationship with their supervisor and the degree to which they feel supported in their work.
In today’s edition of the Healthcare Experience Matters Podcast, make sure to join our team for a focused learning event on intentional leadership practices to restore workplace morale.
This broadcast includes the Healthcare Experience Foundation’s Brooke Billingsley, Vice President of Service Excellence, and two of our Executive Coaches: Kathleen Lynam, RN, MPA, and Dr. Deborah Zastocki, DNP, Ed.M, MA, RN.
Learn More: https://healthcareexperience.org/deliberate-leadership/
Last time we spoke with today’s guest on the Healthcare Experience Matters Podcast, Paul Glisson, D.O., MBA, FACEP, spoke with us about the benefits of strong emotional intelligence in healthcare. The conversation went so well that we invited him back for a repeat appearance.
This week we are chatting about the value of social intelligence in healthcare leadership with him. Although the discussion is aimed at those in leadership positions, the content of today’s chat will benefit employees working at any stage of their career in just about any role.
Dr. Glisson currently serves as chief medical officer with Infirmary Health in Mobile, Ala.
Learn more: https://healthcareexperience.org/social/
We have a return guest this week on Healthcare Experience Matters for a compelling chat on selflessness.
Trevor Turner, MD, is our guest once again. In this interview, we talk about his powerful relationship with giving back, medical volunteer work overall and the ways it helps reduce feelings of burnout.
Aid work has been the catalyst for Dr. Turner’s trademark compassion and empathy over the years as both a physician and in his everyday life away from work. As we chat about in today’s discussion, volunteering can provide a deeply fulfilling rejuvenation of energy.
It can provide healthcare workers – and really anyone -- with many lasting emotional rewards inside, including a reduction of burnout.
Dr. Turner is a physician coach with the Healthcare Experience Foundation. In addition to his HXF coaching role, Dr. Turner is Director of Center for Orthobiologics at Georgia Bone and Joint, a midsized orthopedics practice near Atlanta.
Learn More: https://healthcareexperience.org/humanitarian-work/
Tiffany C. Chaney, FACHE, joins the Healthcare Experience Matters Podcast this week to discuss what it takes to build a purpose-driven healthcare organization. In addition to being a Fellow with the American College of Healthcare Executives (FACHE), Tiffany is Chief Diversity Officer with Baptist Health in Montgomery, Alabama.
She is guided by the belief that every single person deserves to receive equitable, high-quality health care.
Learn More: https://healthcareexperience.org/purpose-driven-healthcare/
Mary-Lyn Baldauf joins the Healthcare Experience Matters show this week delivering insight for improving the patient experience through a strong service recovery strategy.
Mary-Lyn is the Chief Executive Officer (CEO) of Qsource. This is her inaugural appearance on our podcast.
Learn More: https://healthcareexperience.org/service-recovery/
Nearly half of the nursing workforce has reported experiencing bullying. All too often, the encounters are considered a "normal" part of the work environment.
We think it’s about time something is done to address this issue. Alongside our host, you will hear from three executive nurse leaders who share their expertise, best practices, and additional solutions for moving forward in our podcast this week.
This broadcast includes the Healthcare Experience Foundation’s Brooke Billingsley, Vice President of Service Excellence, and Executive Coaches, Kathleen Lynam, RN, MPA, and Dr. Deborah Zastocki, DNP, Ed.M, MA, RN.
Our panel is joined by our special guest, Kristen Johnson, MHA, BSN, RN, as we address a problem that affects people around the world and the patients we serve.
Learn More: https://healthcareexperience.org/nurse-bullying/
Natural disasters and tragedy can strike without warning leaving us forever changed. Returning to work after a tragedy can prove to be an extremely difficult task for those of us on the front lines of health care.
This week on our podcast we are joined by Dr. Kacey Gibson to discuss helping our patients (and ourselves) through these difficult times.
Dr. Gibson is a family medicine doctor in Pensacola, Fla., and a Physician Coach faculty member with the Healthcare Experience Foundation (HXF) team. Her experience with practicing medicine and dealing with hurricanes is extensive.
Learn More: https://healthcareexperience.org/mental-wellbeing/
Today’s Healthcare Experience Matters Podcast episode covers psychological safety and its importance in a vibrant healthcare workplace. A workplace that takes protecting psychological safety seriously fosters a culture where individuals can speak up with new ideas, questions, and concerns in an effort to do better.
The patient experience can be elevated in environments that protect psychological safety. In a really strong psychologically safe environment, everyone feels like they can speak up and say what's on their mind. This is how teams can learn more from each other and ultimately deliver better patient care.
Our guest today is Stephan Wiedner, a psychological safety expert interviewed by our Podcast Director, Casey Callanan. Stephan Wiedner is a psychological safety expert whose career has focused on developing sustainable high-performance leaders, teams, and organizations.
In simple terms, psychological safety equates to having the courage to speak up and the confidence to know that when you do speak up, you will be heard.
Learn More: https://healthcareexperience.org/psychological-safety/
Gordon I. Groh, MD, MBA, and Katie Owens join our Healthcare Experience Matters Podcast this week for a truly memorable discussion about making traveler nurses feel welcome and elevating the patient experience.
With labor models predicting shortages in the healthcare field into the next decade, retaining all nurses -- including traveler nurses -- should be a top priority.
“What's going to separate really great health care organizations from ones who perform average is how they're going to go deal with this issue over the next decade,” Dr. Groh said.
Dr. Groh is an orthopaedic surgeon at Asheville Orthopedic Associates with Mission Health in Asheville, NC. He is a nationally recognized expert in his field. Katie is President of the Healthcare Experience Foundation and Vice President with Professional Research Consultants (PRC).
Learn More: https://healthcareexperience.org/travel-nurses/
We encourage our podcast listeners to kick 2023 off by listening to this new broadcast from the Healthcare Experience Foundation (HXF) about expanding your rebound and finding ways to navigate this new year with agility.
The importance of setting your top priorities for 2023 is explored in-depth within today’s episode of our weekly podcast.
Like many healthcare leaders, you may be experiencing:
- Decreasing workforce engagement.
- Recruitment and retention difficulties.
- Heightened staffing challenges.
Despite these obstacles, we all know there are plenty of goals that need to be met. This podcast is co-hosted by three speakers from our HXF team: Katie Owens, Kathleen Lynam and Brooke Billingsley.
Learn More: https://healthcareexperience.org/expanding-your-rebound/
We are thrilled to be joined by Michelle Spurlock, MSN, MBA, for this week’s edition of the Healthcare Experience Matters Podcast. This chat is focused on elevating the patient experience in behavioral health and engaging the behavioral health workforce.
Michelle currently serves as Vice President of Nursing Services with Acadia Healthcare. As a native of Louisville Kentucky, she has spent her 37-year nursing career dedicated to behavioral health. Her current role includes looking at ways to improve patient care, patient safety, and providing mentorship to new nursing leaders.
Learn More: https://healthcareexperience.org/behavioral-health/
Three practical strategies that can be implemented to boost physician engagement are presented this week on our Healthcare Experience Matters Podcast.
We encourage you to make time for today’s episode with Dr. George Mayzell and Brooke Billingsley if physician engagement is a priority in your organization. This short podcast (less than 30 minutes long) could make a major difference in your strategic planning as we head into 2023.
Our Healthcare Experience Foundation coaching team, led by Dr. Mayzell and Brooke, share the results of our work at over 100 healthcare organizations to advance physician and provider engagement in this podcast.
We also share research on the most impactful strategies to restore resilience, compassionate practice, and loyalty. Our goal by the conclusion of this podcast is to have three practical strategies for you to take back to your organization.
Learn More: https://healthcareexperience.org/boost-physician-engagement/
Healthcare Experience Foundation (HXF) Executive Coach, Deborah Zastocki, DNP, Ed.M., MA, RN, NEA-BC, FACHE, joins our program this week. We are pleased to welcome her back to our podcast for a chat about creating conditions to motivate clinicians in busy environments.
Learn More: https://healthcareexperience.org/motivate-clinicians/
Matthew Whitaker, PhD, joins our Healthcare Experience Matters Podcast this week for a timely discussion about Justice, Equity, Diversity, and Inclusion (JEDI).
Dr. Whitaker is a faculty member here at the Healthcare Experience Foundation (HXF) and he is the founder and Chief Executive Officer (CEO) of Diamond Strategies, LLC.
Learn more: https://healthcareexperience.org/jedi/
Understanding the consequences of what quiet quitting means to the core of your healthcare organization is at heart of our episode this week. It is a discussion led by Brooke Billingsley and Karl J. Ahlrichs, SHRM-SCP, SPHR, CSP.
You may have heard the recent term quiet quitting. In this podcast we explore the quiet quitting phenomenon and look at the impact and cost it may have on your organization. Most importantly, our panel provides steps you can take as a leader to restore team purpose.
Learn More: https://healthcareexperience.org/quiet-quitting/
We have Dr. Kacey Gibson back on our Healthcare Experience Matters Podcast this week for a chat about implementing the BATHE technique in your daily interactions as a healthcare provider.
Dr. Gibson is a family medicine doctor in Pensacola, Fla., and a Physician Coach faculty member with the Healthcare Experience Foundation (HXF) team. She has an unrelenting passion for improving physician/patient communication.
BATHE is an acronym for Background, Affect, Trouble, Handling, and Empathy.
Learn More: https://healthcareexperience.org/bathe-technique/
Today we dive into one of the most frequently requested topics that we get here at the Healthcare Experience Foundation (HXF) and that is conflict.
This week’s episode of the Healthcare Experience Matters Podcast covers:
- Interpersonal conflict in our day-to-day interactions
- Conflict between leaders and team members
- Peer-to-peer conflict
- Conflict between individuals and their reporting supervisor
This broadcast is a repurposed webinar from the HXF team. It has been condensed for a more friendly podcast listening experience. This episode is hosted by the HXF’s Katie Owens.
Learn More: https://healthcareexperience.org/conflict-management/
Our friend Lara Burnside is back on the Healthcare Experience Matters Podcast this week. Lara and our Podcast Director, Casey Callanan, discuss the art of providing great patient experiences to move our workplace culture forward in this new podcast.
Lara currently serves as Senior Vice President, Chief Experience Officer, with JPS Health Network in Texas. Lara has been a healthcare professional for more than two decades with experience in all levels of hospital leadership. We are extremely excited for her second appearance on our show this week.
Learn More: https://healthcareexperience.org/patient-experiences-culture/
Tackling some of the toughest topics in healthcare is what this podcast is all about and for many folks out there, few things are as seemingly difficult as battling incivility. We are grateful for the return of Jeff Robbins, MBA, CPXP, to our Healthcare Experience Matters Podcast this week as we discuss fighting incivility in the workplace.
Jeff is the Director of Coaching here at the Healthcare Experience Foundation. He encompasses a deep passion for fighting incivility in the workplace. As he talks about in-depth on today’s recording, it was his own experience dealing with incivility that shaped his desire to fight it.
Learn more: https://healthcareexperience.org/fix-incivility/
We are excited to welcome Hope Brown back to the Healthcare Experience Matters Podcast this week for a discussion about patient experience leadership.
Hope is the Patient Experience Director with Children's Hospital and Medical Center, a regional pediatric specialty health care center in Omaha, Nebraska.
Learn more: https://healthcareexperience.org/hope-brown/
This week we learn what the field of music therapy can teach us about mindfulness, fighting burnout, and its impact on patient experiences. Our guest is Jenna Bollard-Marcovitz, MA, MT-BC, CCLS.
She brings us a powerful interview on the role of music therapy in today’s healthcare environment.
Learn more: https://healthcareexperience.org/music-therapy/
This week’s guest on the Healthcare Experience Matters Podcast is Brooke Billingsley. She has been a healthcare professional for more than 25 years and currently serves as Vice President of Service Excellence with the Healthcare Experience Foundation (HXF).
Brooke will be a featured speaker at our upcoming Compassionate Leadership event. Brooke is a leading voice when it comes to communicating the principles and importance of self-compassion. On today’s podcast she brings us crucial wisdom on how to be kinder to ourselves while demonstrating the value of self-forgiveness.
Learn more about today's chat with Brooke: https://healthcareexperience.org/being-kinder/
Compassionate Leadership Virtual Training We want to remind you that time is almost up to register for next week’s Compassionate Leadership Certificate event taking place October 27 and 28, 2022 from 9am to 1pm EST.
- You can learn more here: https://bit.ly/3gnW10X
- And register now here: https://bit.ly/3VEQkvM
To create learning and improvement, giving feedback is essential. This week, our podcast explores what gets in the way of effective feedback and dives into our top five strategies to give more effective feedback.
Katie Owens is our featured speaker for today’s episode. She currently serves as HXF Co-Founder and President.
Learn more: https://healthcareexperience.org/giving-feedback/
This week we are joined by a veteran guest of the Healthcare Experience Matters Podcast to discuss the different ways we can work to move past empathetic distress as healthcare workers.
We welcome back Kathleen Lynam, RN, MPA, for a very important and timely discussion on this pressing issue in the healthcare community that impacts society as a whole too.
Kathleen is an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF). She brings decades of nursing leadership experience to the conversation.
Learn more: https://healthcareexperience.org/empathetic-distress
Defining patient experience excellence is at the foundation of our podcast interview this week with Lara Burnside. Lara is Senior Vice President, Chief Experience Officer with JPS Health Network in Texas. With 25 years of experience in this field under her belt, we are extremely excited for her inaugural appearance on the Healthcare Experience Matters Podcast.
JPS is the public hospital in Tarrant County, Texas. It serves Fort Worth and the surrounding areas within Tarrant County. According to Lara, JPS currently has about 7200 employees and 1.2 million patient encounters throughout their hospital and clinics. JPS is the largest behavioral health provider in North Texas.
Lara has been a healthcare professional for more than two decades with experience in all levels of hospital leadership.
Learn More: https://healthcareexperience.org/lara-burnside/
The need to foster healthy work environments for our leaders, staff and physicians and equip our teams with tools to broaden civility and combat incivility is at an all-time high.
Over the past 12 months our Healthcare Experience Foundation (HXF) team’s research and coaching have uncovered an unprecedented cost attached to incivility within healthcare organizations. Join Healthcare Experience Foundation's Jeff Robbins, Director of HX Coaching, for today’s episode of our podcast to explore the purpose and impact of civility.
“Civility is complex. It can mean a lot of things to a lot of people. But what I feel is that it's best defined as respect in action,” he said.
This episode is a condensed version of a recent live learning event from the HXF team. It has been edited down and repackaged into a friendly podcast listening experience.
Learn more: https://healthcareexperience.org/culture-of-civility/
Joining us this week is Deborah K. Zastocki, DNP, EdM, MA, RN, NEA-BC, FACHE(r). She brings her expertise to our show while expressing her thoughts on how effective leadership can aid in reducing employee turnover.
Deborah is a Coach with us here at the Healthcare Experience Foundation. With more than 30 years of experience, Deborah’s professional career has been highlighted as a clinical professional journey from staff nurse to nurse executive roles, author, adjunct faculty, and healthcare executive. We are excited to have her join our podcast for the first time.
We are excited to have her join our podcast for the first time. Learn more: https://healthcareexperience.org/reduce-employee-turnover/
Hope Brown joins the Healthcare Experience Matters Podcast this week to share her thoughts on what it takes to advance the patient experience in pediatric care.
On today’s discussion, we learn about some key challenges that exist when it comes to providing excellent patient experiences for children.
Hope currently serves as Director of Patient Experience with Children’s Hospital and Medical Center – Omaha in Nebraska.
Learn more: https://healthcareexperience.org/childrens-healthcare/
Today’s podcast with Dr. Kacey Gibson might best be summed up in three simple words: “Just Be Human.”
We are excited to be joined by Dr. Gibson for the first time on our Healthcare Experience Matters Podcast this week. She delivers a terrific interview regarding the importance of careful communication with patients.
We also talk in-depth about maintaining strong empathy for our patients in fast-paced environments. To go along with that empathy, Dr. Gibson talks with us about the importance of always utilizing easy-to-understand plain language.
Learn more: https://healthcareexperience.org/patient-empathy
This week on the Healthcare Experience Matters podcast we are exploring the practical application of new research on leader behaviors. This is a fantastic recap on what’s new in this field and how we can apply it to our everyday working environments in patient care.
This episode is a condensed version of a recent live learning event from the Healthcare Experience Foundation’s content team. This learning event has been edited down and repackaged into a friendly podcast listening experience. We hope you enjoy this opportunity to catch up on this important subject matter.
This chat is led by the Healthcare Experience Foundation’s Kathleen Lynam. Kathleen is Executive Coach and Senior Advisor with HXF. She has dedicated her entire career to patient care and physician coaching.
Learn more: https://healthcareexperience.org/leader-behaviors
We are excited to bring you an insider’s guide to leading with compassion this week on the Healthcare Experience Matters Podcast. Our guest is Healthcare Experience Foundation (HXF) Co-founder and President, Katie Owens.
“Compassionate leaders are self-motivated. They're able to influence employees and medical staff positively,” she told us.
Learn more: https://healthcareexperience.org/leading-with-compassion
After the recent birth of his first child, Healthcare Experience Foundation’s Podcast Director, Casey Callanan, joins the Healthcare Experience Matters as a guest this week. While typically serving as the host, this is the first time Casey has joined our podcast as a guest since the show’s inception in 2021.
After receiving an outstanding patient experience upon the birth of his first child, today’s episode is a heartfelt thank you to healthcare workers around the United States and world. This is an episode full of gratitude and can hopefully serve to brighten people’s day who work in patient care.
Learn more: https://healthcareexperience.org/thank-you
Healthcare Experience Foundation (HXF) Physician Coach, Trevor Turner, MD, brings his enthusiasm for the patient experience to our podcast this week. Dr. Turner joins us for a discussion about upholding empathy and thorough communication in a demanding patient care setting.
In addition to his HXF coaching role, Dr. Turner is Director of Center for Orthobiologics at Georgia Bone and Joint, a midsized orthopedics practice near Atlanta.
Learn more: https://healthcareexperience.org/maintaining-empathy/
How to build and sustain a positive workplace culture is explored this week on the Healthcare Experience Matters Podcast.
Katie Owens, Healthcare Experience Foundation (HXF) co-founder and president is our guest. We are excited to welcome Katie back for this crucial conversation on the ins and outs of creating a positive workplace culture that lasts.
It is far from a secret that there is often a profound difference in the quality of the interactions we have with disengaged team members versus those that are engaged.
“Engagement is at the core of our ability to leverage and influence all of our balance scorecard outcomes,” Katie said.
Learn more: https://healthcareexperience.org/
Everyone is pressed for time in healthcare and effective communication has always been a top priority. Effective communication does not necessarily need to take more time to implement though.
As we learn on today’s podcast episode with Dr. George Mayzell, often it’s a matter of rephrasing things.
Today’s podcast episode comes with a companion infographic with many suggestions for better using language when providing care and comfort to patients. We hope you will find it useful to read before or after listening to today’s episode with Dr. Mayzell. You can access it here: https://bit.ly/3v3iq8C
Did you know? Effective physician-patient communication has been shown to positively influence health outcomes by increasing patient satisfaction, leading to greater patient understanding of health problems and treatments available, contributing to better adherence to treatment plans, and providing support and reassurance to patients.
More about today's episode: https://healthcareexperience.org/effective-communication/
Author TJ Sweet joins the Healthcare Experience Matters Podcast this week to discuss his book, “Practice Gratitude: Find Joy.” He brings us inspiring and practical ideas for how we can better implement gratitude in our daily lives.
No matter what path your career journey has taken you on, there are sure to be several useful takeaways for building gratitude in this podcast.
TJ is an accomplished keynote speaker, writer, and certified life and business coach. In addition to being an author, he is a podcaster, YouTuber, and an all-around media enthusiast.
Learn more about today's show: https://healthcareexperience.org/tj-sweet
Making his second appearance as a guest on the Healthcare Experience Matters Podcast this week is Jeff Robbins. Jeff joins us for a memorable discussion on what drives his passion for promoting excellent patient experiences.
As you will hear on today’s show, Jeff explains in simple terms how healthcare professionals can engage their patients to drive excellent experiences. We are grateful for Jeff’s candor on today’s emotional podcast interview.
“My Mom had the worst outcome you could have; however, the patient experience itself was fantastic,” Jeff told us.
Midway through today’s episode Jeff shares a personal story about his own mother’s experience in the hospital. This story has helped shape the passion he has for the coaching work he is a part of with the Healthcare Experience Foundation (HXF).
Learn more: https://healthcareexperience.org/patient-experiences
Mark S. Rulle, EdD, leads our discussion this week on the Healthcare Experience Matters Podcast. This is a chat about influencing compassion in our organizations as healthcare leaders.
Mark currently serves as President of Maryland Healthcare Education Institute (MHEI). For those that may be new to our podcast, the Healthcare Experience Foundation (HXF) and MHEI have been teaming up to present the Certificate in Foundations of Compassionate Leadership virtual cohort sessions over the past year.
This podcast is an inspiring clip from a session Mark presented at a past event. It has been edited and shortened for a friendly podcast listening experience.
Learn more: https://healthcareexperience.org/influencing-compassion/
Our guest this week on Healthcare Experience Matters is Natasha Beauvais, MD, MPH. Dr. Beauvais joins us for a discussion about reducing burnout in healthcare through maintaining a positive practice culture.
She is a board-certified family medicine physician with Northern Virginia Family Practice.
Burnout and culture are two cornerstone topics of conversation on our podcast. Today’s chat with Dr. Beauvais brings another fresh perspective on these pressing subjects.
Learn more: https://healthcareexperience.org/mitigate-burnout/
Lorraine Parker-Clegg joins the Healthcare Experience Matters Podcast this week for a truly inspiring chat about navigating generational diversity.
Lorraine touches on the challenges and benefits of a multigenerational workforce when it comes to working in healthcare and other industries. She also brings the discussion back to its impact on the patient experience.
Lorraine has deep expertise in engaging the multigenerational workforce. She has an extensive healthcare and human resources background.
“Ultimately, every facet of the world that we’re living in from a human resources standpoint is impacted by this,” Lorraine said.
Learn more: https://healthcareexperience.org/generational-diversity/
This week on the Healthcare Experience Matters Podcast we have Ninfa Segarra, JD, and Maureen Eisner join us to discuss the patient experience in a multilingual setting. Examining the logistical challenges and importance of striving for excellent patient outcomes in a multilingual environment is at the heart of today’s podcast.
With SBH Health System, Ninfa is Senior Vice President, Communications & External Affairs, Community & Government Affairs, and Chief Diversity Officer. Maureen is the Vice President of Patient Experience and Bioethics with SBH Health System.
SBH Health System is a major safety net hospital in The Bronx in New York City. As we learn on today’s podcast, SBH serves a needy and wonderful community in the largest, most diverse city in America.
Learn more: https://healthcareexperience.org/multilingual-hospital/
On today’s episode of the Healthcare Experience Matters Podcast we chat with someone who knows what it takes to build an extremely trusted healthcare brand. Timothy Seay-Morrison, EdD, LCSW, joins us to discuss his passion for advancing the patient experience and how it all factors in to building a trusted healthcare brand.
Dr. Seay-Morrison is Executive Director of Ambulatory Care and Service Lines with Stanford Health Care in Palo Alto, California.
In a report released last year from Monigle, the AHA (American Hospital Association), and SHSMD (Society for Health Care Strategy and Market Development), Stanford Health Care ranked in the top ten of the most-trusted health care brands.
We catch up with Dr. Morrison on today’s show to learn more about his role as Executive Director of Ambulatory Care and Service Lines and how the tireless commitment to improving the patient experience helped Stanford Health Care achieve this honor.
More about today's podcast: https://healthcareexperience.org/trusted-healthcare-brand/
To learn more about this report from Monigle, you can visit Monigle's website: https://www.monigle.com/hbe-v4/
For more information about Stanford Healthcare, please visit: https://stanfordhealthcare.org/
Joe Snipp, Vice President of Patient Experience and Consumerism with Aspirus Health visits the Healthcare Experience Matters Podcast today. Joe shares his unwavering passion for his job and his thoughts on the importance of a proactive approach for continuously enhancing the patient experience.
Headquartered in Wausau, Wisconsin, Aspirus Health is a non-profit, community-directed health system with 11,000 employees serving patients throughout Wisconsin and Upper Michigan.
As a data-driven individual, Joe has been working in the worlds of healthcare, statistics, and teaching for well over twenty years. It was during this time he gained what he calls, “a burning passion for the patient experience.”
Learn more: https://healthcareexperience.org/joe-snipp
Our guest on today’s episode of the Healthcare Experience Matters Podcast is Dr. Joshua Schwarzbaum. He joins us to discuss the “Code Breathe” initiative that he helped develop in the Emergency Department at St. Barnabas Hospital in New York City.
Dr. Schwarzbaum is a board-certified emergency medicine physician with SBH Health System in the Bronx.
At its essence, the initiative is about taking roughly five minutes a day to sit down as a team of colleagues to breathe and relax. It’s a chance to be mindful in an effort to re-energize and re-focus as a collective group. He provides deep insight for us on today’s episode about this very successful initiative.
You can learn more here: https://healthcareexperience.org/code-breathe
Today’s Healthcare Experience Matters podcast episode features a recent webinar from the Healthcare Experience Foundation (HXF). This webinar is entitled, “Speed to Trust: What Can We Gain with Better Senior Leader Rounding?”
If you missed the webinar earlier this month, we are making it available now and fully on-demand through our weekly podcast. This recording has been edited and shortened for a friendly podcast listening experience.
The discussion is led by Katie Owens. Katie is Co-Founder and President of HXF. To help put things into perspective, Katie starts this webinar with a powerful quote from American author and organizational anthropologist, Judith Glaser:
"To get to the next level of greatness depends on the quality of the culture, which depends on the quality of relationships, which depends on the quality of conversations. Everything happens through conversations."
This quote illustrates the challenge of restoring a culture of trust and confidence in the workforce, a key theme throughout today’s webinar.
Learn more: https://healthcareexperience.org/speed-to-trust
Win Howard is once again our guest on Healthcare Experience Matters. Win joins our podcast to discuss a topic that is near and dear to his heart—gratitude. Today’s discussion focuses on the implementation of gratitude in straightforward and unique ways to make a genuine impact on people.
There are takeaways from the discussion that are helpful to those in healthcare leadership positions, but the basic principles of this discussion are applicable to folks in any walk of life.
As loyal listeners of this podcast can attest, Win is a devoted and passionate healthcare leader. He currently serves as the Chief Executive Officer (CEO) of Asante Three Rivers Medical Center. Located in the rural setting of Grants Pass, Oregon, Asante Three Rivers Medical Center is a 120-bed facility with about 1200 employees. It is a 5-star CMS hospital.
The impact of employee culture and its influence on both the patient experience and safety was the focus of our first chat with Win. This interview took place in December 2021 and you can listen to it here: https://healthcareexperience.org/win-howard/
Learn more about this episode: https://healthcareexperience.org/win-howard-gratitude More about the Healthcare Experience Foundation: https://healthcareexperience.org/
Our guest on this week’s episode of Healthcare Experience Matters is Paul Glisson, D.O., MBA, FACEP. Dr. Glisson currently serves as chief medical officer with Infirmary Health in Mobile, Ala.
Today’s discussion centers around Dr. Glisson’s thoughts on the importance of emotional intelligence and its value to the worldwide community of healthcare workers and the patient experience.
Learn more: https://healthcareexperience.org/emotional-intelligence
The Merriam-Webster dictionary defines compassion as “a sympathetic consciousness of others' distress together with a desire to alleviate it." In other words, compassion is about recognizing that someone is suffering and trying to help them.
We all have our own definition of compassion and we all know what it means to us as individuals, but it is abundantly clear based on our chat with today’s podcast guest: compassion is needed now. Compassion is especially important to those that work in healthcare.
In this week’s newest episode of the Healthcare Experience Matters Podcast, Kathleen Lynam, RN, MPA, joins us to chat all things compassion. Kathleen is an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF). She brings decades of nursing leadership experience to the conversation.
Learn more about today's episode: https://healthcareexperience.org/compassion-now
For those looking to explore this topic more in-depth, please consider attending the Certificate in Foundations of Compassionate Leadership event. Virtual training for this event will take place on May 12 & 13, 2022, from 9am-1pm EST.
This program is offered by the Healthcare Experience Foundation (HXF) and Maryland Healthcare Education Institute (MHEI), and you can get more information on this event here: https://www.mhei.org/events/virtual-training-certificate-in-foundations-of-compassionate-leadership/
The Healthcare Experience Matters podcast welcomes back Katie Owens to our program this week. We chat about strategies for identifying and understanding our own strengths and weaknesses.
Through our interview with Katie, we strive to uncover the various ways we can improve the patient experience by recognizing and embracing our own strengths.
As we learn on today’s episode, it can be easy to lose track of what we do well when we get fixated on our weaknesses. This episode serves as a reminder to the power of expanding and amplifying our strengths.
Katie Owens is the Co-Founder and President of the Healthcare Experience Foundation (HXF). The HXF mission is audaciously simple: shaping cultures so every person can receive and deliver the best healthcare experience.
Learn more: https://healthcareexperience.org/know-your-strengths
Joining us for this week’s installment of our podcast is Barry Fleming from the Healthcare Experience Foundation (HXF) Team. We discuss takeaways, inspiring stories about elevating the patient experience, and more from The Beryl Institute ELEVATE PX 2022 Conference. This event took place late last month in Indianapolis.
Learn more: https://healthcareexperience.org/elevate-px-2022/
The Healthcare Experience Matters podcast is pleased to welcome back Nita A. Magee, PhD, RN, MHNP-BC, to our show this week as we chat about mental health advice for busy practitioners.
This is a “must listen” podcast for anyone working in healthcare that finds themselves too busy taking care of other people to the point that they are not making enough time for themselves.
You can learn more: https://healthcareexperience.org/mental-health-tips/
Dr. Magee first joined our podcast in January 2022 for a discussion about what it means to be a compassionate leader. You can listen to that episode here: https://healthcareexperience.org/compassionate-leadership-intro/
Making his first appearance ever on the Healthcare Experience Matters Podcast this week is Jeff Robbins. Jeff is a coaching leader with the Healthcare Experience Foundation (HXF).
He joins us to chat about what he has learned over the years when it comes to collecting and using data to tell a story and improve the patient experience. He is a Certified Patient Experience Professional and a Licensed Nursing Home Administrator.
Learn more: https://healthcareexperience.org/data-storytelling
This week we visit with Dr. Tammie Chang for an important and honest conversation about the importance of speaking up about mental health.
Dr. Chang is on a mission to end the stigma attached to discussing mental health struggles. She believes we are all better served when we discuss mental health struggles openly, especially as healthcare professionals.
We applaud Dr. Chang for her candor, sincerity, and courage. This podcast interview deals with emotional wellness, the pressure of working in a demanding field, and many other issues facing today’s physicians and healthcare workforce.
Learn more: https://healthcareexperience.org/tammie-chang
A longtime favorite of ours is back for today’s episode of Healthcare Experience Matters. Kathleen Lynam joins us to chat about getting corporate culture right in healthcare.
The backbone of today’s conversation comes from an article that was released last fall from an issue of MIT Sloan Management Review. The article is called “10 Things Your Corporate Culture Needs to Get Right.” You can read the article for free here: https://sloanreview.mit.edu/article/10-things-your-corporate-culture-needs-to-get-right/
The takeaways from this article can apply to all industries. Kathleen tailored this conversation to the specifics of healthcare and the patient experience.
Kathleen is an Executive Coach and Senior Advisor with Healthcare Experience Foundation (HXF). She is a registered nurse with decades of both clinical and managerial experience. She has worked for different healthcare institutions throughout the New York metropolitan area. We are grateful for her insight and observations.
Learn more: https://healthcareexperience.org/healthcare-corporate-culture/
Today's episode of the Healthcare Experience Matters podcast is all about strategies for avoiding blame and judgement. We explore this topic with Katie Owens, the Co-Founder and President of the Healthcare Experience Foundation (HXF).
When we continuously place blame on others it damages relationships and negatively impacts our work environments. With efforts in place to avoid blame and judgement, we create an atmosphere that allows the patient experience to better thrive.
“If we're not careful, blame creeps into our vocabulary and we leave an emotional wake behind,” Katie described.
Learn more: https://healthcareexperience.org/blame-and-judgement/
Today’s episode of the Healthcare Experience Matters Podcast is a discussion about agency nurses and the patient experience with Dianna D. Knight, MSN, RN, NEA-BC.
“The Great Resignation” and staff turnover are on everyone’s mind right now in many different industries. Healthcare is also being greatly impacted. It’s important to be mindful of the way these challenges might impact the patient experience.
Dianna is Executive Director of Patient and Family Experience and Acute Care Nursing Services at WakeMed Health and Hospitals in Raleigh, North Carolina.
Learn more: https://healthcareexperience.org/agency-nurses/
Steve Lawler, President and CEO of the North Carolina Healthcare Association (NCHA) is our guest this week on the Healthcare Experience Matters Podcast.
Steve was selected to lead NCHA in 2017, a trade association founded in 1918. Today it represents more than 130 hospitals and health systems.
Equipping people to receive and deliver the best care happens in many different ways and at many different levels. With improving the patient experience at the heart of what NCHA is all about, it was excellent having Steve join us to share reflections, lessons learned, stories, and more.
As discussed on today’s podcast with Steve, many of the issues facing hospitals in North Carolina are representative of the challenges confronting healthcare institutions across the United States and world.
Learn more about this interview with Steve: https://healthcareexperience.org/steve-lawler/
Katrina Coleman is back on the Healthcare Experience Matters Podcast this week.
Much like when she joined us back in November for her encouraging interview with us about gratitude, today’s episode is another memorable show. This time we cover emotional exhaustion and its impact on healthcare workers throughout the world.
Katrina will leave listeners with some reasons for optimism as this interview has many important nuggets about reversing emotional exhaustion.
“Practice self-compassion and be gracious with yourself,” she said. “Emotional exhaustion can be reversed and you can thrive again, but it won’t be reversed without action on your part.”
Katrina is a Leadership and Engagement Strategist with Maryland Healthcare Education Institute (MHEI) in Elkridge, Md. She has been with MHEI for more than a decade.
“My ‘why’ is about building the capacity for courage, confidence, and competence,” she said.
Learn more: https://healthcareexperience.org/emotional-exhaustion
Timothy Seay-Morrison, EdD, LCSW, co-author of the research article called, Factors Affecting Burnout Among Medical Assistants, joins the Healthcare Experience Matters podcast this week to discuss the study.
Dr. Seay-Morrison’s article appeared in the Journal of Healthcare Management. He sat down with our podcast to discuss the issue of burnout among medical assistants, and he shared forward thinking ideas for addressing burnout overall.
With Stanford Health Care in Palo Alto, California, Dr. Morrison is Executive Director of Ambulatory Care and Service Lines.
There is an established amount of research dedicated to burnout among physicians. It is a major topic of discussion throughout healthcare, but what about medical assistants?
“There's a lot of literature about the increasing burnout among physicians in our world. I think a lot of people are very familiar with that, but nobody had studied medical assistants,” Dr. Seay-Morrison said.
Learn more about today's podcast: https://healthcareexperience.org/medical-assistants
You can learn more about Dr. Seay-Morrison’s article in the Journal of Healthcare Management: https://journals.lww.com/jhmonline/Abstract/2021/04000/Factors_Affecting_Burnout_Among_Medical_Assistants.7.aspx
We welcome Brooke Billingsley back to our podcast this week for an episode about the fundamental importance of self-compassion.
Self-compassion is the foundation of a compassionate leader. As Brooke reminds us in the opening seconds of today’s podcast, “It has to begin with you. We can’t give what we don’t have.”
Brooke is Vice President of Service Excellence with the Healthcare Experience Foundation (HXF).
For those looking to explore this topic more in-depth, please consider attending the Certificate in Foundations of Compassionate Leadership event. Virtual training for this event will take place on May 12 & 13, 2022, from 9am-1pm EST.
You can get more information on this event here: https://www.mhei.org/events/virtual-training-certificate-in-foundations-of-compassionate-leadership/
Learn more about today's podcast here: https://healthcareexperience.org/self-compassion
We interview Al Stubblefield on Healthcare Experience Matters today about what he learned while leading a major culture shift. He also discusses the art of empowering people in healthcare.
Al served as president and CEO of Baptist Health Care until retiring from the position in 2012. He is currently President Emeritus with Baptist.
Al’s renowned tenure with Baptist included receiving the highly prestigious Malcolm Baldrige National Quality Award, spearheading a major cultural transformation, drastically improving mediocre patient and employee satisfaction scores, and the publication of his widely popular book in 2004.
Learn more: https://healthcareexperience.org/healthcare-culture
Today we are teaming up with Professional Research Consultants (PRC) to bring you an informative podcast interview with Kathleen Lynam about CARES™ Connect. Kathleen describes the elements of an effective discharge solution in this latest episode of Healthcare Experience Matters.
Kathleen is an Executive Coach and Senior Advisor with Healthcare Experience Foundation (HXF). She is a registered nurse with decades of both clinical and managerial experience.
Learn more: https://healthcareexperience.org/patient-communication/
Update: Please note that the Certificate in Foundations of Compassionate Leadership Event has been re-scheduled for May 12th and 13th, 2022
The Healthcare Experience Matters podcast is pleased to welcome Nita A. Magee, PhD, RN, MHNP-BC, to our show this week for a discussion about what it means to be a compassionate leader.
Dr. Magee is a mental health nurse practitioner. Since 2013 she’s been in a leadership role as a manager with the G.V. (Sonny) Montgomery V.A. Medical Center in Jackson, Ms.
As she stated on today’s podcast, she has been with this hospital for 26 years. She has more than 30 total years of experience in healthcare.
Throughout today’s interview, Dr. Magee referenced the Certificate in Foundations of Compassionate Leadership event. The next webinar will take place on May 12th and 13th, 2022, from 9am-1pm EST.
Learn more about Certificate in Foundations of Compassionate Leadership: https://healthcareexperience.org/webinars#compassion
More about today's podcast: https://healthcareexperience.org/compassionate-leadership-intro/
It is no secret that 2021 has been a difficult year for many people. For a second consecutive year, our healthcare systems have been tested in unprecedented ways. Despite these issues, there are always reasons for hope.
On today’s podcast we look back on this tumultuous year. While it is evident these challenges will not be solved overnight, taking time to reflect can be a step in the right direction.
We are joined by Katie Owens, Healthcare Experience Foundation (HXF) co-founder and president, for today’s interview. We discuss takeaways from 2021 while we also look forward towards 2022 and share reasons to be optimistic.
Katie also discusses some of the trends HXF saw across our field last year while working with some extraordinary healthcare organizations and leaders.
Learn more: https://healthcareexperience.org/2021-review/
Today’s Healthcare Experience Matters podcast episode includes highlights from a recently released webinar from the Healthcare Experience Foundation (HXF) featuring Katie Owens, the Co-Founder and President of HXF.
Our podcast producer has edited this webinar for a more friendly podcast listening experience.
The objectives of this podcast include:
- Helping listeners recognize the power of negativity and the impact of blame.
- Provide listeners with tools and resources to avoid blame.
- Discover ways for reinforcing positivity.
As we learn in today’s broadcast, a solution-oriented approach to reinforcing positivity is key to building resilience and avoiding some of these negative emotions.
Learn more: https://healthcareexperience.org/avoiding-blame
Carla Parker-Hollis, Chief Operating Officer with Jersey City Medical Center in Jersey City, New Jersey, joins our podcast today for an insightful chat on healthcare leadership and achieving top-tier clinical outcomes.
Carla also discussed the hospital’s role in community service outside the standard scope of patient care. These included efforts to address food insecurity, emotional trauma, and more.
With Carla’s unique professional background, she explained the pros and cons of what it is like to climb the career ladder at a healthcare institution without a clinical background.
Located in Hudson County, N.J., Jersey City Medical Center is part of RWJBarnabas Health.
Learn more: https://healthcareexperience.org/carla-parker-hollis/
Loyal listeners of our podcast are in for a treat today as we hear from Win Howard, a devoted and passionate healthcare leader. Win is the Chief Executive Officer (CEO) of Asante Three Rivers Medical Center.
Situated in Grants Pass, Oregon, Asante Three Rivers Medical Center is a 120-bed facility with about 1200 employees. It is a 5-star CMS hospital.
“I’ve always felt that a strong patient safety culture is a key component to hospital success, or any organizational success,” Win said.
While much of today’s chat with Win explores the impact of employee culture and its influence on both the patient experience and safety, we also chat a lot about the importance of being grateful and sending thanks.
Learn more: https://healthcareexperience.org/win-howard
Today’s episode of Healthcare Experience Matters is a chat about striving for excellence in healthcare and the journey of a very unique individual.
We interview Joe M. Inguanzo PhD, President and Chief Executive Officer of Professional Research Consultants, Inc. (PRC) to learn about his vision for helping healthcare institutions do better through a tireless commitment of striving for excellence.
Dr. Inguanzo is a Cuban immigrant and entrepreneur that is fully equipped to share with us his wisdom as it pertains to healthcare and life itself. With an educational background in engineering, statistics, and computer science, his passion is improving healthcare. Since co-founding PRC, that is the exact work he has been a part of since 1980.
Learn more about PRC: https://prccustomresearch.com/
More about Healthcare Experience Foundation: https://healthcareexperience.org/
More about today's podcast: https://healthcareexperience.org/healthcare-excellence
The importance of gratitude is something that should always be top of mind, but it is especially relevant to discuss around the holidays.
Being released on the same day as Thanksgiving here in the United States, Katrina Coleman, BSN, MSN, joins our Healthcare Experience Matters podcast for a chat about the many benefits of saying thanks and being grateful.
Katrina discussed how showing gratitude can increase our overall optimism towards our careers and lives. Simply put, being grateful tends to increase happiness.
Katrina is a Leadership and Engagement Strategist with Maryland Healthcare Education Institute (MHEI) in Elkridge, Md.
Learn more: https://healthcareexperience.org/gratitude
With a background as an Emergency Department Medical Director, who now serves as Chief Medical Officer, Dr. Anthony Frank brings a unique perspective to today’s episode of Healthcare Experience Matters about improving nurse-physician teamwork.
He is joined by Kathleen Lynam, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation. Kathleen brings years of experience to this chat as a coach and registered nurse who rose to Vice President of Acute and Ambulatory Services at The Valley Hospital in Ridgewood, N.J.
Today’s chat is a powerful, honest, and detailed discussion about improving collaborations between nurses and physicians. Our podcast guests share stories about effective communication and the undeniably positive impact it can have on patient care.
Dr. Frank currently serves as Senior Vice President of Medical Affairs and Chief Medical Officer (CMO) with UNC Health Blue Ridge in Morganton, N.C. In his years of patient care experience, Dr. Frank has observed a lot about teamwork as an emergency medicine doctor. Now he has a more eagle eye view on teamwork, in all different areas of healthcare, as the CMO with UNC Health Blue Ridge.
Learn more about the Healthcare Experience Foundation: https://healthcareexperience.org/
More about UNC Health Blue Ridge: https://www.unchealthblueridge.org/
We know that a poor discharge experience for patients can have a negative impact on otherwise excellent patient care.
Discharge communication can commonly fall flat, but CARES™ provides a framework of key communication skills and behaviors for delivering excellent patient experiences, every time. This is the power of the CARES™.
To learn more about this framework, we are excited to share today’s Healthcare Experience Matters podcast episode featuring a recent webinar from PRC and the Healthcare Experience Foundation (HXF), called, “Safer Transitions: Closing Discharge Gaps with CARES™ Connect.”
This webinar has been edited and condensed for a more friendly podcast listening experience. It features two very acclaimed experts on this subject matter, Audrey Page, CPXP, and Kathleen Lynam.
Audrey serves as Senior Vice President, Patient Experience Solutions, with PRC. Kathleen Lynam is an Executive Coach and Senior Advisor with HXF.
More about PRC: https://prccustomresearch.com/ More about HXF: https://healthcareexperience.org/ More about CARES Connect: https://prccustomresearch.com/solutions/cares-connect/
Today’s episode of Healthcare Experience Matters is a chat with Deborah J. Bowen, FACHE, CAE. She discusses the many ways we can better shape healthcare experiences through strong executive leadership.
Deborah serves as President and CEO of the American College of Healthcare Executives (ACHE), the professional home of nearly 50,000 healthcare executives. Deborah has been with ACHE for 26 years.
Founded in 1933, ACHE has been serving compassionate leaders in healthcare for more than 85 years. Its mission is focused on developing healthcare leadership excellence. ACHE is also renowned for publishing its influential magazine, Healthcare Executive.
Learn more about today's podcast: https://healthcareexperience.org/ache
On today's episode of Healthcare Experience Matters – the official podcast of the Healthcare Experience Foundation – we are joined by Dr. Rachel Lipner and Meredith Jones for a discussion about the many ways we can support each other in these stressful times.
Dr. Lipner serves as Medical Director of Inpatient Medicine with Transitions LifeCare in Raleigh, NC. She is a hospice and palliative medicine physician. Meredith Jones is the Director of Family Support Services with Transitions LifeCare.
Both guests bring a unique perspective while discussing the different ways they have supported their colleagues and themselves during the COVID-19 pandemic. Dr. Lipner and Meredith have unique insight into what it is like working in an environment that provides comfort and care to patients in their final stages of life. They discuss the different ways the pandemic has challenged this important work.
You can learn more on our website: https://healthcareexperience.org/transitions
David Zaas, MD, MBA, is our guest this week on the Healthcare Experience Matters podcast. Simply put, Dr. Zaas is a man with a powerful story to tell. He reflects on his journey for us on today’s episode. This story includes his transition from a healthcare leader to a patient diagnosed with Acute Myeloid Leukemia.
Dr. Zaas serves as Chief Executive Officer for Medical University of South Carolina (MUSC) Health - Charleston Division and Chief Clinical Officer for MUSC Health. He previously served as the President of Duke Raleigh Hospital from 2014 to 2020.
As he shared with us on today’s podcast, when Dr. Zaas transitioned from a role as a physician-scientist to patient, he found himself vulnerable, scared, and worried about the future. As a married, father of two boys, he was not worried about himself though—he was concerned about how to care for his wife and children.
Please visit our official website to learn more: https://healthcareexperience.org/david-zaas
Compassion fatigue is a part of the human condition. You are far from alone if it’s impacting your career or life. Healthcare workers have demanding jobs that are often times on the front lines of this global pandemic. With that in mind, it’s understandable that self-care and personal wellness have taken a back seat for many of us during these trying times.
Today’s guest on Healthcare Experience Matters is Katie Owens, president of the Healthcare Experience Foundation. Katie joins us for a discussion about compassion fatigue and its impact on healthcare workers.
The truth is that no one person is exempt from feelings of compassion fatigue. Having an awareness about it might just be the first step in ensuring its damages are mitigated.
Compassionate leaders foster a culture of collaboration and build deep levels of trust between team members. These leaders have the power to build loyalty among their peers and the patients they serve.
Learn more: https://healthcareexperience.org/compassion-fatigue/
A very special episode of the Healthcare Experience Matters podcast is available today. Our podcast host, Casey Callanan, interviews George Avila, VP, Mission Integration, and Melissa Wurm, Director, Patient Experience, with CHRISTUS Health.
The trio chat about the many ways COVID-19 has impacted the delivery of excellent patient experiences.
Learn more about this episode: https://healthcareexperience.org/CHRISTUS More about the Healthcare Experience Foundation: https://healthcareexperience.org/ More about CHRISTUS Health: https://www.christushealth.org/
Today’s Healthcare Experience Matters podcast episode features a recent webinar from the Healthcare Experience Foundation (HXF), entitled, “More COVID? More than I Can Take? Finding Individual Strength in Our Collective Experience.”
This broadcast is co-hosted by Kathleen Lynam, RN, MPA and Katrina Coleman, BSN, MSN, and has been edited and condensed for a more friendly podcast listening experience.
As we work to manage the changing dynamics of the pandemic, we recognize COVID-19 has profoundly shaped not only our industry, but also our individual resilience as caregivers. If you feel COVID-19 is impacting you (or your team's) compassion, resilience, or joy in the workplace, today’s podcast is for you.
Learn more: https://healthcareexperience.org/covid-resilience
Why healthcare institutions of all sizes and scope should make physician engagement a major priority is explored on this latest episode of Healthcare Experience Matters.
Today’s podcast episode is teaming with PRC, and helping us navigate this important topic is our guest, Cindy King, PhD. Dr. King is Senior Vice President of Physician and Employee Solutions with PRC.
How can you tell if physician engagement is lacking at your institution? First and foremost, you must make sure you are measuring it. There remains little doubt that physician engagement is a challenge for many healthcare organizations. Leadership must understand the value of measuring physician engagement, as we discuss on today's podcast.
Learn more: https://healthcareexperience.org/physician-engagement/
Today’s Healthcare Experience Matters discussion centers around uncovering blind spots in the patient, employee, and physician experience. We are joined by Brooke Billingsley for this memorable episode of our weekly podcast.
In her role as V.P. of Service Excellence with the Healthcare Experience Foundation (HXF), she has guided many organizations toward better patient experience outcomes. Brooke takes this line of work very seriously as the patient experience is very near and dear to her heart.
Brooke’s journey acquiring this knowledge and insight has been emotional and very personal. Her empathy for the patient experience was developed from both her own life experiences and the robust research she has conducted within the 25 years she’s worked in healthcare.
Learn more: https://healthcareexperience.org/shifting-perspective
Today’s episode of the Healthcare Experience Matters Podcast is about the importance of senior leader rounding on physicians and providers. Our guest is Healthcare Experience Foundation (HXF) co-founder and president, Katie Owens. HXF is teaming with PRC to bring you this week’s episode.
When senior leader rounding on physicians is done the right way, a rapport that bridges gaps to create better cohesion and teamwork is formed. When it is done effectively and consistently, it builds trust and strengthens relationships.
There is a huge opportunity for organizations to support physician recruitment and retention through properly executed senior leader rounding practices. And on the flips side, the consequences of not having our physician’s engaged are serious.
Did you know mindfulness has the potential to prevent compassion fatigue and burnout?
Our guest on today’s podcast episode of Healthcare Experience Matters is Kathleen Lynam. Kathleen discusses mindfulness with us and the ongoing, positive impact it can have on the patient experience.
Kathleen is an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF).
Mindfulness involves attentiveness, curiosity, and presence and promotes a greater awareness of the self and others. This awareness might help clinicians better attend to the experience of others, and enable them to respond to their patients with more understanding, empathy, and compassion.
Learn more: https://healthcareexperience.org/mindfulness/
Katie Owens, Healthcare Experience Foundation (HXF) co-founder and president joins the Healthcare Experience Matters podcast for an energetic discussion about physician loyalty this week.
As we discussed with Katie, there are many ways we can measure, track and influence physician loyalty sentiments in our organizations and institutions. Today’s podcast is an in-depth exploration of what physician loyalty looks like and how to best amplify the driving forces behind it.
The truth is there are organizations with an incredibly contentious or toxic environment with extremely high levels of burnout. However, it does not mean it is “too late” for physician loyalty and engagement to become a priority. As we learned on today’s podcast, it is never too late.
More about this podcast: https://healthcareexperience.org/Physician-Loyalty
Learn more about our team: https://healthcareexperience.org/
We are pleased to invite Dr. George Mayzell back to Healthcare Experience Matters today. Dr. Mayzell provides information on how organizations can decrease physician and healthcare worker burnout in this newest edition of our weekly podcast dedicated to transforming the healthcare experience.
Dr. Mayzell is a board-certified internist, geriatrician, and a physician coach and speaker with the Healthcare Experience Foundation (HXF). He is a leading voice in the ongoing battle to prevent burnout in medicine. Dr. Mayzell has co-authored several books including, Leveraging Lean in Healthcare and Physician Alignment.
We invited him on the podcast today to discuss his most recently published book, The Resilient Healthcare Organization: How to Reduce Physician and Healthcare Worker Burnout.
When it comes to burnout, there are certainty reasons for us to be optimistic. However, it will take a lot more than what Dr. Mayzell calls “long walks and granola,” or superficial ways some organizations fight burnout, to really make a lasting change that can ultimately benefit the patient experience in dramatic ways.
More about this podcast: https://healthcareexperience.org/healthcare-burnout/
Learn more: https://healthcareexperience.org/
Kathleen Lynam, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF) joins our podcast to discuss empathy, communication, mindfulness, and many other important topics that impact the patient experience.
Before joining HXF, Kathleen Lynam served for 18 years as a register nurse with The Valley Hospital in Ridgewood, NJ. Her journey took her from a position of staff nurse to Vice President of Acute and Ambulatory Services.
As we learn on today’s podcast: empathy, communication and mindfulness are key when it comes to helping patients, colleagues, and ourselves. Empathy is the ability to understand and share the feelings of another. Often it is the tipping point for the patient experience.
Learn more: https://healthcareexperience.org/empathy/
Dr. George Mayzell joins us this week for a new episode of Healthcare Experience Matters. Dr. Mayzell is an acclaimed speaker, writer, and coach on the vitally import topic of resilience and burnout in medicine.
He is a longtime contributor to Healthcare Experience Foundation (HXF) webinars and events and serves as a physician coach and speaker with HXF. We are honored to have him make his inaugural appearance on our new podcast.
Dr. Mayzell provides us with some strong feedback on how resilience and burnout is influencing experiences for patients, providers, and the entire healthcare community. As we learn on today’s podcast, this is a subject that is very near and dear to his heart.
As a board-certified internist and geriatrician, Dr. Mayzell was in clinical practice for a dozen years and saw the impact of burnout from the front lines. Dr. Mayzell left practice to work for several different hospitals and healthcare organizations, this includes time he spent serving as chief medical officer and running clinically integrated networks.
Learn more: https://healthcareexperience.org/resilience-burnout/
The latest episode of Healthcare Experience Matters, the official podcast of the Healthcare Experience Foundation (HXF) is a chat with Katie Owens (HXF co-founder and president) about the Conversation Curve™.
Simply put, the Conversation Curve™ is a conflict resolution model with a powerful purpose: it can guide a difficult conversation to a positive solution.
The Conversation Curve™ is a tool that provides a path to overcome barriers in communication. It has proven to be an effective means for teaching the value of true, two-way communication in tough situations.
Conflict that goes without resolution can have a wave of negative impacts on our relationships, both professionally and in our personal lives. The risk of avoiding a difficult conversation can actually be the riskiest proposition of all.
Learn more: https://healthcareexperience.org/conversation-curve/
Today we have teamed up with PRC for a brand-new episode of Healthcare Experience Matters. We welcome back Healthcare Experience Foundation (HXF) co-founder and president, Katie Owens, to discuss physician engagement, communication, and results sharing.
As Katie describes on today’s podcast, for many years HXF has embraced the opportunity to support senior teams and physician leaders with advancing the physician experience. This is a major area of focus in HXF’s role as PRC Excellence Accelerator®.
It’s becoming more and more apparent that it’s just not sufficient for organizations to measure physician engagement every few years. It may not even be enough to measure it every other year. There is “no one size fits all” answer to the question of how often a survey should be conducted, but an annual approach seems to work best.
Learn more: https://healthcareexperience.org/results-sharing/
In the second ever episode of Healthcare Experience Matters, Healthcare Experience Foundation (HXF) President Katie Owens joins the podcast to discuss CARES™ for Consistent Patient Experiences.
“CARES™ is all about consistent, reliable excellent communication,” Katie said. “It's designed to equip leaders, staff, and physicians with that authentic communication style.”
Communication is among the most substantial catalysts of the patient experience and a major contributor to medical errors. CARES™ focuses on five key behaviors which Katie covers on today’s podcast. These five behaviors include:
- Confidence
- Anticipate Needs
- Respectful Communication
- Engage in Care & Process
- Say Thank You, Make a Safe Transition
Welcome to the first ever episode of Healthcare Experience Matters from the Healthcare Experience Foundation (HXF).
Today's episode is an interview of HXF co-owner and president Katie Owens. As Katie reminds listeners in this initial broadcast, the HXF mission is audaciously simple: shaping cultures so every person can receive and deliver the best healthcare experience.
In this inaugural podcast episode, Katie reiterated that the podcast is in lockstep with HXF’s ongoing drive to create demonstrable improvements in patient experiences of care. It exists to improve quality and safety outcomes and assist institutions with retaining star employees.
Stay tuned for future episodes to include candid discussions and interviews with top thought leaders in the healthcare arena from around the country.