The Busy Leader’s Podcast - A Catalyst for Inspired Action: Recent Episodes

Quint Studer

The Busy Leader’s Podcast – A Catalyst for Inspired Action is a high energy, high fun podcast hosted by Quint Studer. In each high-impact segment, Quint chats with individuals on how they’re navigating today’s environment. Learn best practices and how they work in different contexts. You’ll often walk away with tactical tools and tips you can apply to your role, business, community, and life.

On this two-part episode series of The Healthcare Plus Podcast, Quint Studer hosts Dr. Gerald Hickson, Joseph C. Ross Chair of Medical Education and Administration, Professor of Pediatrics, Founding Director of the Center for Patient and Professional Advocacy (CPPA).

Quint and Dr. Hickson’s conversation focuses on addressing professional behavior among healthcare providers. Dr. Hickson discusses research linking disrespectful behavior to poor patient outcomes and malpractice claims, emphasizing the importance of professionalism in the workplace. The conversation also extends to nursing, offering innovative leadership strategies for behavioral intervention.

In Part 1, Dr. Hickson discusses the early career experiences that led him to explore professionalism and what he learned about the importance of respect in the practice of medicine. The conversation explores Vanderbilt’s latest research on the topic and shares how health system leaders can start pursuing a culture of safety and respect.

In Part 2, Quint and Dr. Hickson discuss intervention techniques for both physicians and nurses, highlighting “cup of coffee” conversations as a way to make medicine kinder, safer, and more reliable.

About Gerald B. Hickson, MD

Gerald B. Hickson, MD, Joseph C. Ross Chair of Medical Education and Administration, Professor of Pediatrics, Founding Director of the Center for Patient and Professional Advocacy (CPPA).

Dr. Hickson serves as Chair of the Board of Directors of the Institute for Healthcare Improvement (IHI). He also serves on the Board of Directors of Keck (USC) Health System, the RL Datix Customer Advisory Board and is a member of the International Regulatory Expert Advisory Group to the Australian Health Practitioner Regulation Agency (AHPRA). Dr. Hickson previously served as Chair of the Board of Directors of the National Patient Safety Foundation (NPSF). Dr. Hickson received a BS from the University of Georgia and MD from Tulane University School of Medicine.

On this episode of The Healthcare Plus Podcast, Dan Collard is joined by Carla Yost and Dannette Staples from Hillcrest Medical Center in Tulsa, Oklahoma to discuss the work they’re doing in development with a specific focus on charge nurses and their Nurse Practice Council. Carla is the Chief Nursing Officer at Hillcrest. With 15 years of senior leadership experience, she is passionate about developing leaders and giving them a voice. Dannette is the Director of Nursing for Workforce Development and Performance Improvement. She has over 24 years of healthcare experience and shares Carla’s passion for frontline leadership development.

Carla discusses how she recognized that leaders were seeking development opportunities within the organization and why she proposed Precision Leadership Development™ as the solution through the Nurse Practice Council.

Then, Dannette shares her experience leading the orthopedics unit during challenging times, including the staff shortages experienced during the COVID-19 pandemic. When she decided to invest in her charge nurses by mentoring them individually and involving them in the decision-making process, she began to see extraordinary results.

Through this investment in leadership development, Dannette’s unit has seen:

Engagement scores increase from 77% in 2021 to 92% in 2023
Turnover reduced from 27% to 4% on the orthopedic unit
Net Promoter Scores improved from 39% to 75%
Length of stay reduced from 1.62 to 1.29
Falls rates reduced from 4.33 to 2.79

Dannette and Carla attribute all of these results to their focus on the mid-level, “boots-on-the-ground”, frontline leaders and emphasize the need for investment and development to drive positive change in healthcare organizations.

About Carla Yost

Among Becker's 66 CNOs to know in 2022, Carla Yost, BSN, FACHE, CPHQ, is the Chief Nursing Officer of Hillcrest Medical Center, Ardent Health System. Here, she leads the nursing and patient care operations for the 656-bed facility, successfully fostering achievements like most recently, a top-ranking hospital in patient safety, awarded by the organization, Leapfrog. She also advocates for nurses, investing in their growth, and increasing staff retention.

Carla brings with her more than 15 years of knowledge and experience in senior executive leadership. Her previous roles include System Chief Nursing and Quality Officer for Ascension Kansas, Vice President of Nursing and Quality at HCA Healthcare in Overland Park, Kansas, and a Baldridge Examiner for the U.S. Department of Commerce. In 2018, Carla was named a Health Care Hero by the Wichita Business Journal.

About Dannette Staples

Dannette Staples is a multidimensional nursing leader with more than 24 years of experience and a proven record of accomplishments built by the foundation of relationships that produce results that improve quality, efficiency, and growth. She is a dedicated nurse leader with a passion to mentor and develop new nurses by empowering and educating driven team members to become effective leaders.

She has worked in various organizations across the country, starting with Vanderbilt University, HCA, Ardent, and Columbia Memorial Hospital in Astoria Oregon. She has worked in a variety of healthcare organizations ranging from large tertiary facilities to small outlying facilities, all of which have impacted her growth as a leader in healthcare. She has also created and facilitated customer service training and coached improvement skills to enhance teammate development and performance.

On this episode of the Healthcare Plus Podcast, Quint Studer welcomes special guest Leonard Friedman, Ph.D., a Professor of Health Policy and Management and the director of the Executive Master of Health Administration degree at the George Washington University. Their discussion focuses on the evolving landscape of healthcare leadership, emphasizing the need for emotional and social intelligence in navigating complex systems.

Leonard highlights key insights from his article, "Developing Leadership Competencies for an Uncertain Future," (published by the American College of Healthcare Executives) revealing that nearly half of healthcare leaders are relatively new to their roles. The conversation explores crucial leadership skills such as change management, self-awareness, and adaptability to complexity, underscoring the importance of fostering a culture of innovation and developing a workforce capable of navigating today’s and tomorrow’s changing environment.

Quint and Leonard highlight the need for healthcare leaders to embrace open-mindedness, introspection, and collaborative approaches to break down departmental silos and improve patient outcomes.

About Leonard H. Friedman, Ph.D., M.P.H., FACHE

Leonard Friedman is a Professor of Health Policy and Management and is director of the Executive Master of Health Administration degree at the George Washington University. He earned his Ph.D. at the University of Southern California, School of Public Administration in 1991 where his dissertation examined technology acquisition in hospitals in Southern California. Dr. Friedman’s scholarly work has concentrated on the mechanisms of organizational change and strategic decision-making in health service organizations. Dr. Friedman has been the chair of the Health Care Management Division of the Academy of Management and Association of University Programs in Health Administration. He is a Fellow of the American College of Healthcare Executives and is a past-president of the National Capital Healthcare Executives Chapter of ACHE. In 2015, Dr. Friedman was inducted into the Studer Group Fire Starter Hall of Fame. Dr. Friedman is the editor of the Journal of Health Administration Education.

On this episode of The Healthcare Plus Podcast, Quint Studer welcomes special guest Brian Burnside, President and CEO of Carlinville Area Hospital & Clinics. Quint and Brian discuss the unique challenges faced by small rural and critical access hospitals and share key initiatives and strategies that have helped Carlinville achieve success.

Listeners will walk away with actionable insights on:

The importance of primary care development and forging strategic partnerships with specialists
Why leadership development and collaborative community engagement are key pillars for sustained success in rural healthcare
The indispensable role of rural hospitals in the broader healthcare ecosystem

Tune in as Quint and Brian navigate the complexities and bright future of rural healthcare, offering practical strategies and inspiring success stories from Carlinville Area Hospital & Clinics.

About Brian Burnside

As President and CEO of Carlinville Area Hospital & Clinics, Brian Burnside leverages more than 20 years of hospital Chief Executive Officer experience. He specializes in generating organizational momentum by recognizing the potential in every employee to provide the best possible care to the residents of the rural communities they serve. Applying innovative tactics related to culture, strategy, and growth/care advancement, Brian leads the Carlinville Area Hospital & Clinics team toward creating a model rural healthcare system of the future. By doing so, Brian has shown rural healthcare can not only survive — it can thrive with revolutionary thought leadership and an unwavering commitment to the organization’s team and its mission to advance a professional medical community and hospital to promote expert healthcare, close to home.

Healthcare facilities under his leadership have been consistently recognized for high patient and employee satisfaction by national industry publications such as Becker’s Hospital Review and Press Ganey. Accolades include the 2016 Pioneer Rural Healthcare Leadership Award by the Texas Hospital Association, the 2010 Young Executive Achievement Award by the Iowa Hospital Association, the 2009 Summit Award: Patient Satisfaction Excellence by Press Ganey, and “150 Great Places to Work in Healthcare” by Becker’s Hospital Review in 2015 and 2017.

On this episode of The Healthcare Plus Podcast, Quint Studer welcomes Kelvin Hanger and Maria Ashdown from Good Samaritan Hospital to discuss their approach to leadership, best practices for improving patient and employee experience, and the importance of finding joy and replenishment in your work.

In his role as President and Chief Operating Officer of Good Samaritan Hospital, Kelvin focuses on providing the high-quality care patients have come to expect from TriHealth facilities. Maria Ashdown serves as Chief Nursing Officer of Good Samaritan and has responsibility for all six of their emergency departments.

On this episode, Kelvin and Maria share several key performance improvement initiatives and offer best practices for healthcare leaders facing similar challenges, including:

New leader onboarding, mentorship, and how to use peers as resources
Service line ambassadors to assess challenges, barriers to success, and opportunities for process improvement
Support for “floaters” to reduce anxiety and ensure every employee feels a sense of belonging
Holding teams accountable to quality metrics and best practices for improving patient experience

About Kelvin Hanger

Kelvin Hanger is the President and Chief Operating Officer of Good Samaritan Hospital. He previously served in the same role for TriHealth Hospital Inc. He is responsible for the operations, management, strategic planning, quality, safety, and program development for the hospital. He is focused on ensuring Good Samaritan Hospital continues to provide the high-quality care patients have come to expect from TriHealth hospitals. Along with being a Hospital President, he is also the System Executive over Surgical Services.

Kelvin moved to Cincinnati, Ohio from Louisville, Kentucky where he received his degree from the University of Louisville in Business Administration. He has been in healthcare for 33 years beginning in 1984 working for Humana in the actuary department and multiple market offices within the company.

Kelvin is very active in the Evendale Community and has held multiple board positions within professional healthcare organizations throughout his career. He was commissioned a Kentucky Colonel from the Commonwealth of Kentucky by Governor Ernie Fletcher. Kelvin fosters strong physician relationships and empowers his team to deliver exceptional patient experiences.

About Maria Ashdown

Maria Ashdown, MSN, RN, NE-BC, VP, Chief Nursing Officer at Good Samaritan Hospital since 2022 and serves as System Director, Emergency Services at TriHealth, since 2018, with responsibility for all six emergency departments. She has been a part of TriHealth for more than 20 years, starting her career as a staff nurse on the orthopedic/trauma unit at Good Samaritan Hospital in 1991. She served in a number of progressive leadership roles over thirteen years in the Emergency Department at Bethesda North and has served as chair of the Nursing Operations Council and co-chair of the Stroke Committee. Maria maintains Nurse Executive Board Certification (NE-BC).

Chief Nursing Executive Jenny Skinner states, “Maria has been an integral part of our nursing leadership team, proven leader with a passion for leading teams to greatness. She has demonstrated success in building strong teams, pursuing excellence, and collaborating across operations.”

On this week’s episode of The Healthcare Plus Podcast, host Quint Studer is joined by special guest Dr. Riya Pulicharam, a pediatrician by training, certified clinical trials investigator, and co-founder of Caret Health. Over her 20+ year career, Dr. Pulicharam has led more than 500 studies and a number of initiatives focused on reducing total healthcare costs for chronic disease management programs. Dr. Pulicharam shares about her experiences in designing clinical care pathways, particularly for high-risk patients with complex chronic conditions, and emphasizes the need for user-friendly platforms and industry-wide innovation.

Dr. Pulicharam also highlights the challenges faced in scaling population health programs to larger organizations and stresses the importance of a centralized approach, advocating for automated data reconciliation and task management. Her ultimate goal is to reduce hospitalizations and emergency room visits while improving patient satisfaction through informed clinical decision-making and by addressing social determinants of health. The discussion underscores the crucial role of data and technology in improving patient care.

To learn more about Dr. Riya Pulicharam’s population health platform, visit www.CaretHealth.com.

About Dr. Riya PulicharamDr. Riya Pulicharam is the co-founder of Caret Health, a clinical execution platform for value-based population health. For more than 20 years, Dr. Pulicharam has served as the National Medical Director for Population Health at Legacy Healthcare Partners (now Optum Care).

A pediatrician by training, Dr. Pulicharam was a research fellow at the Department of Obstetrics and Gynecology at Harbor UCLA Medical Center, and later founded the Clinical Research, HEOR, and population health departments for the Legacy Healthcare Partners. Dr. Pulicharam has led more than 500 research studies and is widely recognized as a certified clinical trials investigator.

Dr. Pulicharam's primary focus lies in population health, where she addresses social determinants of health and designs clinical care pathways for high-risk patient populations managed within value-based organizations. Notably, her work has been instrumental in various quality improvement initiatives aimed at reducing total healthcare costs for chronic disease management programs, which have been prominently featured in several publications.

Driven by a commitment to improving healthcare outcomes, Dr. Pulicharam is currently dedicated to reducing hospitalizations and ER visits for high-risk patients. Her work emphasizes the integration of healthcare technology, automation, and machine learning. Notably, Dr. Pulicharam has invented and patented a groundbreaking population health platform (Caret Health), which achieved a remarkable 57% reduction in hospitalizations and ER visits for high-risk elderly patients with multiple comorbid conditions.

On this episode of the Healthcare Plus Podcast, Quint Studer hosts Dr. Stephanie Montgomery, Partner, Build a Brain, Build a Life, Build a Community, a non-profit committed to equipping every parent with the knowledge and tools needed to maximize their child’s brain capacity from day one. Stephanie’s career began in the classroom, where she developed a zeal for improving educational outcomes and a passion for literacy and learning. She’s now turned her interest toward early brain development and is leveraging her experience to inform, equip, and support parents and caregivers across the U.S.

Their discussion emphasizes the importance of collaborative efforts between healthcare systems and pediatricians to integrate brain-building practices into routine care settings. This includes nurse training videos, scripting assistance, coaching sessions, and partnership calls to inform healthcare providers about effective brain development strategies for young children. The end goal? To ensure consistent support for parents to nurture their child’s cognitive growth and create lasting positive outcomes for families and communities.

To learn more, interested parties can visit BuildABrainNow.com or contact Stephanie Montgomery directly via email.

Additional Resources:
- Video on Childhood Brain Development (5 minutes)
- Website: BuildABrainNow.com
- TMW Newborn Implementation Trial

About Stephanie Montgomery, Ed.D.Stephanie is a native Georgian with over 24 years of experience in education and community partnerships. Stephanie has served Northwest Georgia as a School Improvement Specialist in literacy and academic achievement. She has worked as an ELA Specialist and liaison to help strengthen relationships between state and local school systems. Through this work, she has developed a unique lens for identifying issues related to readiness skills and achievement gaps. She is skilled at working with teams to bridge the gap between knowledge and research, helping put policy into practice. Stephanie has also served as a classroom teacher, district-level curriculum coordinator, and grant writer.

Stephanie serves students and families in her community through various non-profit organizations. She works with the Get Georgia Reading campaign, Ferst Readers, and library task force committees to bolster access to literacy resources. As a Commission on Children and Youth Executive Board member, she assists in strategic planning and developing educational programming. Committed to sharing her passion for literacy and learning, Stephanie continues to tutor students with academic challenges and learning disabilities in her spare time.

On this episode of The Healthcare Plus Podcast, hosts Quint Studer and Dan Collard are joined by special guests Nick Porter and Tracy Jansen to announce the formation of the Post-Acute Leadership Institute (PALI), a leadership development program designed to help post-acute organizations and leaders succeed.

Tracy and Nick are both founding members and executives of the Post-Acute Executive HR Roundtable, a national network of peers who come together to share best-practices, vendor management solutions, and ideas around leveraging a new digital experience for HR professionals. The Roundtable has joined forces with Healthcare Plus Solutions Group, co-founded by Quint and Dan, to launch this new initiative and bring much needed leader development solutions to both their member organizations and the broader post-acute industry.

In this 30-minute episode, you’ll learn more about:

Challenges facing post-acute leaders both pre- and post-pandemic and the critical need for specialized leadership development to tackle staffing shortages
The newly published book, “Rewiring Leadership in Post-Acute Healthcare” authored by Quint Studer and Dan Collard with input from post-acute industry leaders
The launch of the Post-Acute Leadership Institute (PALI), kicking off July 2024, to help leaders navigate the complexities of the post-acute care environment and achieve improved outcomes

To learn more about the Post-Acute Leadership Institute or order your copy of “Rewiring Leadership in Post-Acute Healthcare”, visit www.thePALI.org or contact info@thePALI.org.

About Tracy JansenTracy Jansen, SPHR is the Chief Executive Officer of GIGCS, LLC, an executive search firm specialized in serving the post-acute industry and the Chief Operating Officer of the Post-Acute Executive HR Roundtable. Over the past 20 years, she served in the industry as Chief Human Resources Officer for Signature HealthCare, Consulate Healthcare and Golden Living. She is a purpose driven, faith forward, solution focused HR and operations executive with an expertise in strategic planning, operations management, mergers and acquisitions, leadership development, talent acquisition and culture building.

Tracy strives to fulfill her purpose by using her business acumen, empathy and influence to continually serve our most vulnerable population and bring executives together to forge new pathways to greater quality of life for all.

About Nick PorterNick Porter is the President of Premier Workforce Solutions and has been serving the post-acute industry for more than ten years. After a decade of effectively leading hospitals and long-term care organizations through successful large-scale transformations in the benefits, compensation, and employee total rewards space, Mr. Porter formed Premier Workforce Solutions, LLC. Premier Workforce Solutions is an innovative HR Consulting Firm that delivers customized, affordable, integrated HR solutions specializing in the post-acute industry.

In January 2023, Mr. Porter expanded as CEO and Co-Owner of the Executive Roundtable, LLC. The Roundtable’s mission is to expand Executive HR leadership proficiency and value-add throughout the Post-Acute Care Continuum by providing access to a national network of peers, for exploration of best practices, real-time information sharing, and vendor management.

On this episode of The Healthcare Plus Podcast, Quint Studer is joined by Mark Slyter, a senior healthcare executive who creates and executes breakthrough strategies that revitalize organizations at an accelerated pace. Currently, Mark works for CommonSpirit Health and serves as President and CEO of Dignity Health’s Arizona East Valley Market, where he oversees several large hospitals and urgent care centers.

Mark discusses his approach to improving healthcare outcomes by reinforcing their culture with “Excellence Every Day, Every Way”, which focuses on establishing consistent behaviors, investing in innovation, and enhancing effective communication. Thus far, this has resulted in significant improvements in patient safety, experience, employee engagement, and financial performance.

Mark shares specific strategies he has leveraged, such as using technology to improve patient communication and implementing care coaches on units. He also emphasizes the importance of making investments in these initiatives, rather than viewing them as expenses. Quint highlights the importance of combining technology with personal relationships to improve outcomes and shares solutions for creating consistent messaging throughout hospitals to improve branding and recognition and tie your values to patient experience.

Mark encourages other healthcare leads to reach out to him for more information by connecting with him on LinkedIn.

About Mark SlyterDuring Mark Slyter’s 25-year career, he has achieved progressive healthcare experience at leading health systems and hospitals including Dignity Health, Phoenix, AZ, General Health System, Baton Rouge, LA, Mississippi Baptist Health Systems, Jackson, MS, Baptist Health System, Jacksonville, FL, and Greenville Hospital System, Greenville, SC. Mark has a traditional career progression as the executive operations leader in small (56-bed), medium (146-bed), and large (651 bed) hospitals, including ACS Level I Trauma, and then advancing to serve as the CEO in multi-hospital, tertiary, and academic health systems. Mark has developed and led statewide Integrated Delivery Networks as large as 9,000 physicians, 200 facilities, 72,000 commercial lives, and 270,000 Medicaid lives.

The importance of evidence-based leadership has inspired Mark to achieve his Doctorate in Health Services and position health systems for more complex, comprehensive care through academic programs. Mark has led both start-up academic medical centers (124 residents) and established major teaching hospitals that annually train more than 500 medical students, residents, fellows, nurses, technologists, and other healthcare professionals.

On this episode of the Healthcare Plus Podcast, Dan Collard talks with Quint Studer and Katherine Meese, PhD about their newly co-authored book, The Human Margin: Building the Foundations of Trust, which will be published in March by Health Administration Press (ACHE). Dr. Meese discusses her research on creating an optimal work environment for healthcare professionals and highlights the importance of trust in senior leadership to foster a positive workplace culture.

Quint and Katherine share new insights and solutions on:

Ways to improve well-being in the workforce and create employee flourishing
Factors that contribute to trust building from individuals and teams to middle management and senior leadership
The relationship between safety, communication, and trust in promoting healthy organizational cultures

Katherine and Quint will be sharing their new research and speaking in more detail on this topic at the upcoming 2024 ACHE Congress on March 26th from 9:00-10:30 am. Attendees can register for their session at https://congress.ache.org/.

The Human Margin is now available for pre-order at this link.

About Dr. Katherine Meese

With over a decade of experience in healthcare management, leadership and research, Dr. Katherine Meese is a scholar in the field of organizational behavior, leadership and well-being. She is an Assistant Professor in the Department of Health Services Administration and the Director of Research at the UAB Medicine Office of Wellness, where she oversees the evaluation of evidence-based interventions to improve the health and well-being of healthcare workers.

She teaches and mentors students in UAB's many programs, including the MSHA program, which is ranked #1 in the USA by U.S. News and World Report. She has co-authored two textbooks on organizational behavior in healthcare, and over 30 peer reviewed articles and book chapters. Her most recent book, The Human Margin: Building the Foundations of Trust with Quint Studer was released in early 2024.

On this episode of The Healthcare Plus Podcast, Quint Studer welcomes special guest David Bartholomew to highlight the upcoming 2024 ACHE Congress: Big Ideas. David is the Senior Vice President of Learning at the American College of Healthcare Executives, a professional society for healthcare leaders committed to improving health. This year, the ACHE Congress will welcome more than 5,000 attendees from across the industry to address workforce concerns in healthcare leadership.

Quint and David highlight the diversity of both attendees and speakers at the conference, as well as the enthusiasm and collaboration among participants. Sessions will cover a broad range of topics from AI and innovative technologies to prioritizing patient centered care to private equity investment in healthcare.

Quint will be joining the conference on Tuesday, March 26th to discuss “The Human Margin: What It Means, Why It Matters, and How to Maximize It” with fellow HPSG Co-Founder, Dan Collard, and respected researcher, Katherine A. Meese, PhD.

For additional information on the conference and ACHE’s educational programs, visit www.ache.org.

About David BartholomewDavid Bartholomew is a lifelong advocate for health professionals and international education. David is the Senior Vice President, Learning at the American College of Healthcare Executives in Chicago. The role encompasses oversight of ACHE’s Professional Development and Publishing activities, including the Congress on Healthcare Leadership.

David Bartholomew assumed the role of Senior Vice President of Learning with the American College of Healthcare Executives in January 2019. In this capacity David is tasked to drive the strategic direction for ACHE Learning and oversee the design and development of new learning modalities for ACHE including virtual, face-to-face, and hybrid learning approaches across the Learning portfolio. Prior to ACHE, David worked for more than 20 years in strategic roles related to healthcare licensure education and publishing.

David holds a bachelor’s degree in Spanish and a master’s degree in International Affairs from the University of Kentucky Patterson School of Diplomacy and International Commerce. David serves as a Board member for CAHME, the Commission on the Accreditation of Healthcare Management Education.

On this episode of The Healthcare Plus Podcast, Quint Studer hosts special guest Dan Gentry, President and CEO of the Association of University Programs in Health Administration (AUPHA). AUPHA is a global network of colleges, universities, faculty, individuals, and organizations dedicated to the improvement of health and healthcare delivery through excellence in healthcare management and policy education.

In their conversation, Dan and Quint emphasize the importance of learning and independent growth for healthcare leaders and discuss the correlation between skill development, engagement, and turnover in organizations. Dan highlights the importance of offering leadership education and resources to train great students to go out and lead in healthcare organizations that provide wonderful care to patients and families. Dan also highlights the benefits of participating in AUPHA’s available programs, including the Art of Teaching Institute, which seeks to enhance teaching skills in healthcare organizations.

For those interested in learning more about AUPHA membership, programs, or awards, please contact Dan Gentry (dgentry@aupha.org) or visit aupha.org.

About Dan GentryDan Gentry is President & CEO of the Association of University Programs in Health Administration (AUPHA). Between 1994 and 2020, he served as faculty and in a variety of academic leadership roles at Saint Louis University, Rush University, the University of Memphis, and the University of Iowa.

Dan has taught in the areas of healthcare organization and policy, organizational behavior and management, and leadership. His research has included the financing, organization, and delivery of health services; tobacco, obesity, and HIV policy; the patient experience; and, transitioning healthcare organizations from volume to value.

Dan has served in the leadership of regional ACHE Chapters in Missouri, Tennessee, and Iowa, and as Chair of ACHE’s LGBTQ Forum. He is a current member of ACHE, NAHSE, and NALHE. Dan is a past Fellow, Board Member,and Board Chair of CAHME; and, a past and current AUPHA Board Member.

Dan earned his BA from the College of Charleston, MHA from the Medical University of South Carolina, and PhD in Health Services & Policy Analysis from the University of California, Berkeley.

On this episode of The Healthcare Plus Podcast, Quint Studer welcomes special guest Crystal Broj, Enterprise Chief Digital Transformation Officer at MUSC Health. Since joining the MUSC leadership team in 2022, Crystal has worked to revolutionize MUSC’s healthcare processes and accelerate the delivery of products, solutions, and services to their patient population.

Crystal shares how MUSC is leveraging AI technology to personalize patient care, optimize efficiency through automation, and reduce the burden on healthcare providers. From automated scribes to virtual consultations to fast-pass scheduling, MUSC is finding new ways to transform the patient experience while also prioritizing relationships between doctors and patients.

Quint and Crystal also discuss the importance of operational trials before implementing new technologies enterprise-wide. Crystal believes that collecting user feedback and including physicians in the implementation process is the key to gaining organizational buy-in.

For more information, Crystal invites listeners to connect with her on LinkedIn or send her a direct email at brojc@musc.edu.

About Crystal BrojCrystal Broj is the Enterprise Chief Digital Transformation Officer for MUSC, starting in 2022. Previously, Crystal served as the AVP for Digital Strategy & Transformation for NorthShore University Health System and Chief Technology & Innovation Officer for American Association of Diabetes Educators (AADE). In her current role, she is responsible for driving and accelerating the Digital Transformation Strategy and overseeing the delivery of products, solutions, and services out of the Transformation Pipeline, delivering optimal value for the MUSC platform ecosystem, healthcare systems and healthcare consumers. Her time at NorthShore focused on the digital front door including a new mobile wrapper app and at AADE building an award-winning website, which was a one-stop shop for all diabetes devices and education. Crystal earned her bachelor’s degree from Northern Illinois University. Originally a native from Chicago, she now enjoys low country living in Charleston.

On this episode of The Healthcare Plus Podcast, Quint Studer hosts special guest Dr. David Grenache, Chief Scientific Officer of TriCore Reference Laboratories. Quint and David discuss how to replicate best practices, both in leadership and in medicine. Dr. Grenache shares examples of where he’s driven change through the implementation of best practices and how he guided his team through those transformations.

In their conversation, Dr. Grenache also shares valuable insights on:

The critical role laboratory professionals play in predictive and preventative care
The role of AI in healthcare
And the importance of leveraging tools and insights from laboratory data to impact population health

About David G. Grenache, PhD

Dr. Grenache is the chief scientific officer for TriCore Reference Laboratories in Albuquerque, New Mexico. In that role, he leads the TriCore Research Institute which helps to innovate healthcare through cutting-edge clinical device trials, advanced central lab services, and a sample biorepository.

He is also the laboratory director of TriCore’s flagship core laboratory, the medical director of immunology and of point-of-care testing, and a clinical professor of pathology at the University of New Mexico. He is a past president of the Association for Diagnostics and Laboratory Medicine, formerly known as the American Association for Clinical Chemistry. His term as president coincided with the coronavirus pandemic of 2020 and, as such, he helped lead the association through a period of turbulence and uncertainty.

Dr. Grenache earned his PhD in biomedical sciences from WPI in Worcester, Massachusetts, and completed postdoctoral training in clinical chemistry at Washington University School of Medicine in St. Louis, Missouri. He has published over 100 research articles, abstracts, and book chapters and is frequently invited to speak at scientific meetings.

His research interests are centered on leveraging longitudinal laboratory data to gain insights into individual and population health and the diagnostic tests used to manage the pregnant patient.

In this engaging episode of the Healthcare Plus podcast, host Dan Collard welcomes Marty Bonick, president and CEO of Ardent Health Services, as they delve into Marty's extensive background in healthcare leadership and his unique perspective as a patient. Marty's journey comes full circle as he shares his experiences as an administrative fellow, junior administrator, and now CEO of Ardent.

The conversation highlights the importance of trust in leadership and coordination of care in the post-pandemic world. Marty believes that when we recognize and appreciate what each team member brings to the table, we can bring our best to the patients and the community. He also emphasizes the need for a balanced scorecard approach and the measurement of outcomes to drive continuous improvement.

Marty's personal experience as a patient, resulting from a freak accident where he was hit by a car while training for an ironman race, provides a profound shift in his leadership approach. He emphasizes the significance of understanding the patient experience and the need to make meaningful changes in healthcare delivery. Marty and his team at Ardent have launched initiatives such as the "Ban the Clipboard" committee, focusing on enhancing patient interactions and streamlining administrative processes.

The conversation further explores Marty's vision for innovation and patient engagement, including attracting and engaging patients through technology advancements such as virtual nursing. Marty's passion for creating an environment where healthcare professionals feel valued and appreciated shines through, as he emphasizes the importance of the "people pillar" and showcasing the unique contributions of Ardent team members.

The podcast episode concludes with Marty's advice to aspiring healthcare leaders, emphasizing the importance of integrity, commitment to the triple aim, and resisting the temptation to cut corners. Marty's journey serves as an inspiration for leaders in the healthcare industry to prioritize patient-centered care and continuously strive for improvement.

About Marty Bonick

Marty Bonick is President and Chief Executive Officer of Ardent Health Services. Ardent is one of the largest private health systems in the U.S. with over $5 Billion in Net Revenue, encompassing 30 hospitals and more than 200 sites of care across six states. Ardent employs more than 23,000 people including over 1,200 employed providers who collectively care for over 3 million patient encounters each year.

A veteran health care leader, Mr. Bonick brings 25 years of experience driving business growth through innovation and quality improvement across a variety of health care settings. With experience in for-profit, non-profit, public, and privately held companies, he has held senior management roles in large tertiary and academic medical centers, multi-site systems of inpatient hospital and outpatient facilities, and physician services organizations.

Prior to his appointment as President and CEO of Ardent Health Services in 2020, Mr. Bonick served as CEO of PhyMed Healthcare Group, a national provider of anesthesia and pain management services; Division President at Community Health Systems (NYSE: CYH), where he led operations for a $4.5 billion healthcare portfolio; and CEO of Jewish Hospital and Senior Vice President of Operations for Jewish Hospital & St. Mary’s Healthcare in Louisville, Kentucky. Mr. Bonick began his health care career at Hillcrest HealthCare System in Tulsa, Oklahoma, which was acquired by Ardent Health Services during his tenure.

On this episode of The Healthcare Plus Podcast, host Quint Studer is joined by TriHealth CEO, Mark Clement. In 2015, TriHealth’s board, management team, and physician team embraced a bold vision to “get healthcare right” through an increased focus on population health and value-based care. Mark and his teams are committed to improving the health of the entire community, even for those individuals that may never receive care in a TriHealth hospital. Through their efforts and community partnerships, TriHealth’s patient population today is objectively healthier – chronic conditions are better managed, screening and early detection occurs more consistently, and the total cost of care is more affordable.

In their conversation, Quint and Mark discuss:

TriHealth’s definition of value-based care
How TriHealth included physicians in the shift towards value-based care and how they’re shaping a shared vision of the organization’s future
How TriHealth has worked to form equitable, collaborative partnerships with payers to further their mission of delivering value-based care

About Mark Clement

Mark C. Clement is the President and Chief Executive Officer of TriHealth. He joined TriHealth as President in May of 2015 and took on the larger role of President and CEO in Jan 2016. TriHealth is a $2.1B integrated healthcare delivery system, made up of 6 hospitals and over 140 ambulatory/outpatient sites of care. Named as the highest performing Accountable Care Organization (ACO) in the state of Ohio and one of the highest performing ACOs in the country by Anthem Blue Cross Blue Shield, TriHealth cares for more than 500,000 attributed lives. As Cincinnati’s 4th-largest employer, TriHealth has 12,000 team members, more than 700 employed physicians and an independent medical staff of more than 1,800 physicians.

Headquartered in Cincinnati, Ohio, and jointly sponsored by CommonSpirit Health and Bethesda, Inc., TriHealth’s vision is to work together with physicians, hospitals and communities to “get health care right” by delivering better care, better health and better value while fostering physician and team member engagement. Mark also holds the position of CEO at all of TriHealth’s hospitals: Good Samaritan Hospital, Bethesda North Hospital, Bethesda Butler Hospital and McCullough-Hyde Memorial Hospital, which all serve the Tri-State region of Ohio, Indiana and Kentucky. With a focus on population health and improving the health status of those it serves, TriHealth is an award winning health system frequently recognized by industry organizations such as U.S. News and World Reports, Newsweek, IBM Watson, Diversity Inc, The Joint Commission, the American Heart Association, Anthem Blue Cross Blue Shield, and many more.

On this episode of The Healthcare Plus Podcast, Quint Studer is joined by special guest Thomas Dahlborg, award-winning author of “From Heart to Head & Back Again: A Journey Through the Healthcare System” and President and CEO of Dahlborg HealthCARING Leadership Group, LLC (DHLG). Quint and Tom discuss why patient experience scores have been stagnant despite continued investment and offer practical tools and tips to help healthcare leaders achieve measurable results.

Tom Dahlborg has worked in the healthcare industry for more than 40 years in roles ranging from housekeeper to Chief Financial Officer. This background, in addition to his own experience as a patient, has allowed him to see healthcare through numerous lenses and to recognize both the goodness in the system as well as the opportunities to make things better for others.

Tom believes that engaging heart, compassion, empathy, and love is the key to shifting the trend and improving patient experiences. From cutting back on measurement to rethinking financial incentives, listeners will walk away from the episode with actionable insights on how to refocus patient experience efforts in your organization.

About Thomas Dahlborg

Named a Healthcare Disruptor and a Mental Health Champion by Authority Magazine and a Ruckus Maker by The PX Community, with forty years of extensive healthcare leadership experience, Tom is a voice for love centered care models, servant leadership, and quality and systems improvement.

A former healthcare CFO, VP of Strategy, Analytics Leader, Value-Based (before it was called that) Contracting Leader, and more, Tom is also an internationally recognized speaker and writer.

Tom’s multiple award-winning book, From Heart to Head & Back Again … a journey through the healthcare system, is a call to action serving to bring people together to make a positive impact for others in healthcare and beyond and served as a 2021 AUPHA book award for healthcare leaders of tomorrow.

Tom brings practical, tangible, impactful tools married with love, compassion and caring to transform healthcare to healthCARING and to improve the health and well-being of all.

Tom believes at the end of the day it is all about Love and Impact – Love is the Force Multiplier – and sometimes you must disrupt the system for the betterment of All.

Resources

Harley Davidson Completes Rewiring of Strategic Plan

Dahlborg HealthCARING Leadership Group

· Article: It is disheartening to read that health systems require financial incentives to do what is right

· Article: Love > Tactics to improve Patient Experience

Rewiring Excellence: Hardwired to Rewired by Quint Studer

From Heart to Head and Back Again… A Journey Through the Healthcare System by Thomas Dahlborg

The Big Kid…And Basketball…And the Lessons He Taught His Father And Coach by Thomas Dahlborg

On this special episode of The Healthcare Plus Podcast, host Dan Collard sits down with Quint Studer, co-founder of Healthcare Plus Solutions Group, and Katie Boston-Leary, Director of Nursing Programs, American Nurses Association to analyze key findings of the latest Models of Care Insight Study and what they mean for the healthcare industry.

The Models of Care Insight Study Part II, conducted by Joslin Insight, collected 1,450+ responses from direct care nurses, nursing leadership, and healthcare executives in the acute care and ambulatory settings. The goal of the second study was to gain a better grasp of how nurses can operate at the top of their licensure while cultivating leadership qualities to enhance their contributions to their organizations.

Key findings include:

Retired nurses are willing to help fill the knowledge and complexity gap but most don’t want full time work and aren’t interested in direct patient care.
Nurses rate their weakest leadership traits as change management, positivity, and delegation.
63% of respondents say their organization’s CNA workforce is understaffed or very understaffed.
47% of respondents say CNAs are not treated with the same respect as their RN peers.

Quint and Katie stress that there is not one solution to all of these challenges but that there are steps leaders can take to narrow the scope, reduce caregiver workloads, and improve care delivery.

About Katie Boston-LearyKatie Boston-Leary is the Director of Nursing Programs at the American Nurses Association overseeing the Nursing Practice and Work Environment Division and Healthy Nurse Healthy Nation. She is also the Co-Lead for Project Firstline, a multi-million-dollar grant collaborative with the CDC for training on Infection Prevention and Control. Katie is also the co-chair for the DEI committee for the Healthcare Leaders Network Delaware Valley, an ACHE affiliate. She helped redesign the Nurse Leadership Institute at the University of Maryland with an embedded coaching program. Katie is an Adjunct Professor at the University of Maryland School of Nursing and the School of Nursing at Case Western Reserve University. She is a board member on St. Johns University Health Programs and an editorial advisory board member with Web/MD Medscape and ACHE. Katie serves as staff on the National Commission to Address Racism in Nursing and is also part of the National Academy of Science and Medicine’s National Plan to Address Clinician Well-Being supported by the U.S. Surgeon General, Dr. Vivek Murthy. Katie also leads as an ANA representative with 4 partner organizations to organize a National Nurse Staffing Think Tank and Task Force, which published short term actionable recommendations to address the nurse staffing crisis.

Resources:

Podcast: How to Kill Your Own Company
Models of Care Insight Study Report and Data
Rewiring Excellence: Hardwired to Rewired by Quint Studer and Dan Collard
ACHE Magnet Presentation by Quint Studer and Katie Boston-Leary
American Nurses Association

On this week’s episode of The Healthcare Plus Podcast, Quint Studer is joined by special guest Scott Becker. Scott is a partner in the healthcare department at McGuireWoods and founder and publisher of Becker’s Hospital Review and Becker’s Healthcare. In their conversation, Scott shares what drove him to found Becker’s more than 30 years ago and discusses areas of both concern and optimism for the healthcare industry in 2023 and beyond.

Quint and Scott discuss:

How Becker’s Healthcare evolved from a thought leadership platform to a trusted media source for hospitals, health systems, and leaders across healthcare
Why access is the greatest challenge facing healthcare today
How healthcare organizations can improve caregiver retention through training, development, and a strong focus on culture
And what the future of Becker’s looks like

Listen to the full episode for actionable insights on how organizations and leaders can meet the challenges of the healthcare industry today.

About Scott Becker

Scott Becker is a partner in the healthcare department at McGuireWoods. He previously served on the Board of Partners of the firm and chaired the healthcare department for nearly 13 years.

Scott is the founder and publisher of Becker’s Hospital Review and Becker’s Healthcare. He represents hospitals and health systems, healthcare companies, surgery center chains, large practices and private equity funds.

Scott is a Harvard law graduate and certified public accountant. A full professional profile can be found here.

On this week’s episode of The Healthcare Plus Podcast, Quint Studer is joined by special guest Kathleen Bartholomew, RN, MN. Kathleen has been an international keynote speaker and culture expert for over 20 years educating hospital boards, physicians and nurses on leadership, culture, teamwork, and patient safety. In their conversation, Kathleen and Quint discuss issues facing healthcare leaders and caregivers today and offer culture-focused solutions that can drive industry-wide change.

Kathleen shares actionable insights on:

How to move past hostility and bring nurses together to work towards a common goal
Why structure dictates outcomes and where healthcare needs restructuring
And how to impact issues of access, cost, and fragmentation in healthcare

“It is my dream that nurses can walk into a culture where they are supported and nurtured and cared for.” – Kathleen Bartholomew

About Kathleen Bartholomew, RN, MN

Kathleen has been an international keynote speaker and culture expert for over 20 years educating hospital boards, physicians and nurses on leadership, culture, teamwork, and patient safety. She uses the power of story and her strong background in sociology to illuminate and transform the health care culture. Kathleen has published numerous articles and authored “Speak Your Truth: Proven Strategies for Effective Nurse-Physician Communication”, “Ending Nurse-to-Nurse Hostility”, and coauthored “Charting the Course”; and “The Dauntless Nurse: Communication Confidence Builder”. Her TEDx talk challenges our covert belief that some people are more important than others. With a call to integrity, and a passion for healing, Kathleen is a visionary thought leader, Op Ed writer and blogger for My American Nurse.

On this week’s episode of The Healthcare Plus Podcast, host Dan Collard is joined by special guest Amelie Karam, a nationally renowned speaker and consultant focused on bridging generational gaps in the workforce. For the last nine years, Amelie has worked with organizations across a number of industries to teach them about the millennial perspective, debunk stereotypes of millennials, and help bridge generational gaps to support long-term growth and success.

Amelia shares her learnings and key takeaways on:

What leaders and organizations can do to help younger generations feel a greater sense of belonging
How organizations can stand out to millennial applicants during the recruiting process
Why passion is a driving force for employee engagement and retention
How employees of all ages can be better teammates in a multi-generational workforce

“I’ve spoken to many different industries and it always comes down to the same thing – it’s so important for us to get to know people for more than just their age and more than just their position at your organization.”

About Amelie Karam

After studying at the University of Arkansas in Fayetteville, Richmond University in London, and finishing her degree in Performance and Film Studies from Loyola University in New Orleans, Amelie Karam recognized that people in her Gen Y age group, known as “Millennials,” view the world differently than do previous generations. The great divide between Baby Boomers, Generation X, and Generation Y piqued Amelie’s interest.

Amelie is passionate about bridging generational gaps. She speaks and consults both nationally and internationally about how organizations can better work together to attract and retain the Millennial generation to ultimately bridge generational gaps.

Through her Millennial perspective and rich research, along with her background in theatre, film, health, and wellness, Amelie brings an entertaining and informative voice to this important and highly sought-after topic of bridging generational gaps.

On this special episode of The Healthcare Plus Podcast, your hosts Quint Studer and Dan Collard come together to discuss The Human Capital Ecosystem™, a platform and diagnostic tool created and deployed by Healthcare Plus Solutions Group to help healthcare organizations identify areas for improvement and implement personalized solutions.

Quint and Dan discuss how the workplace has shifted as a result of the pandemic and how the “People Pillar” looks different today. Based on their learnings from the past two years, Quint and Dan designed The Human Capital Ecosystem™ to evaluate six key, interrelated components of organizations and assess the efficacy of current programs and processes.

The six components addressed in the ecosystem are:

Selection and Onboarding
Supervisor Relationships
Coworker Relationships
Skill Building & Career Development
Resources & Support
Operational Efficiency

The Human Capital Ecosystem™ assessment enables organizations to identify top priority areas for further coaching and investment. This gives leaders the focus and clarity needed to narrow their scope of work, focus on the most impactful elements, and yield improved results.

Listen to the full episode to learn more about The Human Capital Ecosystem™ and discover how Healthcare Plus Solutions Group is helping organizations to address gaps and achieve and sustain high performance.

On this episode of The Healthcare Plus Podcast, host Dan Collard is joined by special guest Fawn Lopez, publisher emeritus of Modern Healthcare Magazine. Fawn shares her background – from Vietnamese refugee to healthcare executive – and discusses the challenges she faced as a young woman entering a male-dominated industry.

As the publisher at Modern Healthcare, Fawn has worked to help advance women and people of color into the C-Suite and into board rooms. An extension of that work is Modern Healthcare’s Women Leaders in Healthcare Conference, which Fawn will host for the final time this August following her recent retirement. Since 2006, Modern Healthcare has also published the Top 25 Minority Executives list (now called Diversity Leaders in Healthcare). These two initiatives predated the widespread emphasis on diversity, equity, and inclusion that we see in healthcare today. Fawn shares she truly believes these programs have made a tangible impact, not only on the organization but also on the careers of remarkable women.

In this special interview, Fawn shares:

How being a Vietnamese refugee impacted her life
Why gratitude is one of her guiding principles
The impact that entering a male-dominated industry had on her early career in healthcare
How she has used her position at Modern Healthcare to become a guiding voice for women and people of color in leadership

“As I conclude this chapter of my career at Modern healthcare, my wish is for the future leaders to continue to encourage healthcare leaders and organizations to push for faster, more sustained efforts in diversity, equity, and inclusion. We need to amplify the call for increased representation of women and minorities and address both conscious and unconscious biases diligently.” – Fawn Lopez

About:
Fawn Lopez is Publisher Emeritus of Modern Healthcare. Prior to her retirement on January 1, 2023, Fawn was publisher of the industry’s leading source of healthcare business and policy news, research, and information for healthcare executives since 2005.

Fawn dedicated her entire professional career to the publishing industry. Prior to joining Modern Healthcare, she held the position of National Sales Director for Crain’s Chicago Business. Before joining Crain’s Chicago Business, Fawn served as Advertising Director at the Kansas City Business Journal in Kansas City, Missouri.

Currently, Fawn actively serves as a board member of two privately held company, SourceOne Global Partners and GeoCann, where her expertise and insights contribute to their strategic direction and decision-making processes. In addition, she holds a position on the Dean’s advisory board for DePaul University-College of Communication. Fawn’s dedication to professional networks is evident through her memberships in Women of Impact: Leaders in Health and Healthcare, and The Health Alliance. She is also a fellow of The Institute of Medicine of Chicago.

Fawn has a passion for fostering and driving diversity, equity, and inclusion, not only in her organization, but also throughout the healthcare industry. Moreover, she embraces her role as a champion and an advocate for advancing health equity for all.

On this week’s episode of The Healthcare Plus Podcast, host Quint Studer is joined by special guest Matthew Bates. Matthew Bates is a Managing Director with Kaufmann Hall and leads their physician enterprise service line. His expertise includes envisioning and executing transformations in healthcare around the physician enterprise, ambulatory healthcare delivery, healthcare economics and data & analytics.

Quint and Matthew discuss the financial pressures facing healthcare industry leaders today and discuss strategic solutions to improve create alignment and improve margins. To be successful in the current environment, Matthew Bates says leaders must focus on three key things:

Evolving physician alignment, relationships, and engagement
Adjusting care delivery models to maximize the impact of advanced practice providers
Rethinking the front door to the health system and how to engage patients outside of the emergency department

Listen to the full episode for further insights on how Matthew and his team at Kaufmann hall are guiding healthcare leaders to success today.

Links:
Operating a Provider Enterprise: Leveraging the Promise of Advanced Practice Providers | Kaufman Hall
Physician Flash Report: Q1 2023 | Kaufman Hall
Models of Care Study | Healthcare Plus Solutions Group

About Matthew BatesMatthew Bates is a Managing Director with Kaufman Hall and leads their physician enterprise service line. Matthew has 30+ years of healthcare experience working with physicians and C-suite leaders in the US and beyond. His expertise includes envisioning and executing transformations in healthcare around the physician enterprise, ambulatory healthcare delivery, healthcare economics and data & analytics.

Matthew is a frequent author and speaker on the topics of the US healthcare economy, the future of healthcare and the evolving physician enterprise. He is the lead author of Kaufman Hall’s Physician Flash Report and numerous other thought leadership pieces. He is also the co-author of the book, Leading Medical Group Transformation.

Prior to joining Kaufman Hall, Mr. Bates was a Managing Director at Deloitte in their Strategy and Operations practice and launched their Healthcare AI & Data Strategy offerings. Before that, he was a Managing Director at Huron Consulting and a Senior Leader with Studer Group.

Mr. Bates holds a Masters of Public Health (MPH) degree from the University of Denver and a Bachelor’s in Health Care Management from the Metropolitan State University of Denver. He also serves on the curriculum committee for the Commission on Accreditation of Healthcare Management Education (CAHME).

Matthew is married to his primary care provider with whom he is raising twins in Montana. His son is into freestyle skiing and his daughter is a rodeo barrel racer. And when Matthew finds a quiet moment to slip away, you will find him standing in a cold mountain stream fly fishing.

Contact Matthew Bates:
MBates@kaufmanhall.com
406-285-1652

On this episode of The Healthcare Plus Podcast, host Quint Studer is joined by special guest Carlton Ulmer. Carlton is a former healthcare leader, hospital CEO, and President with more than 26 years of experience in the industry. In January 2023, Carlton and Quint co-founded Build a Brain, Build a Life, Build a Community – a company that helps educate parents and caregivers about the crucial role they play in helping to develop a child’s brain and the importance of talk and interaction to fuel healthy brain development in the first three years of a child’s life.

In healthcare, we have a tendency to overcomplicate programs. Carlton shares that one of the things he loves about working in early brain development is the simplicity of it. 85% of a baby’s brain is being built in the first three years and words are the food it needs to develop. We have the opportunity in hospitals to provide educational resources to new mothers and fathers who happen to be the first teachers of their newborn and explain the role they play in brain development.

Tune in today to learn about the role you play in building brains and how you can offer resources within your own organization or community.

About Carlton Ulmer

Carlton has been a healthcare leader for more than 26 years across five states with a track record of creating a positive culture and a commitment to excellence always.

In 2022, Carlton founded N-Evolve, a firm who connects people, companies and ideas to transform outcomes through innovation, mentoring and best practices.

Carlton is VP of Healthcare at CogAbility, where they build Ai-powered digital employees (also known as CogBots) to empower leading government, education, and healthcare organizations - and the people they serve. CogBots automate low-value and error-prone tasks to free up staff to focus on what matters mosts: serving human life.

And most recently in January of 2023, Carlton co-founded with Quint Studer - Build a Brain, Build a Life, Build a Community — a company that helps educate parents and caregivers about the crucial role they play in helping to develop their child’s brain and the importance of talk and interaction to fuel healthy brain development in the first three years of a child’s life.

Contact Information:
Stephanie@BuildABrainNow.com
Stephanie cell: 706-936-1579

Carlton@BuildABrainNow.com
Carlton cell: 850-387-3846

Info@BuildABrainNow.com

On this episode of The Healthcare Plus Podcast, Quint Studer is joined by special guest April Hansen. April Hansen, MSN, RN is a nurse by background and currently serves as the Group President of Workforce Solutions with Aya Healthcare. No matter the role, April says her primary love and passion sits with improving the human experience and improving healthcare.

April shares that there is an exciting hunger and interest today in rethinking how healthcare is delivered and how leaders are guiding those changes through data insights. One innovative model she’s seeing health systems take great interest in is virtual nursing. Leaders are re-evaluating processes and determining the division of labor that can be handled virtually versus what is required to be done hands-on. With this data, organizations will be able to then perfect and optimize workflows and back them with technology to make a great impact on the patient and caregiver experience.

Quint and April discuss:

How healthcare leaders should leverage data as they consider innovative care delivery models
Ways to reduce nurse workloads and improve caregiver satisfaction
How Aya Healthcare is filling talent gaps to help health systems maintain service line operations and meet the needs of their community

About April Hansen

As Aya Healthcare’s Group President of Workforce Solutions, April Hansen, MSN, RN, is responsible for strategic business development, workforce solutions program operations, recruitment augmentation and clinical services support. Hansen has led her team through exponential growth with new client expansion and several organizational acquisitions, increasing the distribution channels for Aya’s 45000+ clinicians. A strong proponent of lifelong learning, April created the Aya Scholars Program, the industry’s first clinical ladder and professional recognition model for travel nurses, to ensure their continued career growth.

Passionate for improving the clinician experience and solving workforce challenges, Hansen spearheaded an industry-first qualitative market research project examining the lived experiences of core staff, veteran travel nurses and new travel nurses during the pandemic and understanding how that lived experience influences nurses’ career choices. The research, “Mind the Gap: Repairing the US Healthcare Workforce” and its findings have been featured by Healthcare Dive, Axios and SIA and have been presented at numerous hospital and healthcare associations, including Wisconsin Organization of Nurse Leaders where Hansen served as the keynote speaker.

April is a nurse and an entrepreneur. She successfully co-founded a clinical management technology to ease the administrative burden of healthcare student clinical placements in 2012 and achieved a successful exit when the technology was acquired in 2016. In addition, she co-founded a mobile application for nursing engagement and achieved support through a nationally ranked start-up accelerator in partnership with Microsoft in 2017.

Learn more about April Hansen.

On this episode of The Healthcare Plus Podcast, host Quint Studer is joined by Blaine Douglas, Managing Principal of Vizient overseeing indirect spend (or purchasing services). Blaine manages a team of 220 people who work to help Vizient’s provider members put processes in place and drive value. Quint and Blaine discuss how Vizient has driven its impressive workplace culture and created positive employee engagement results across the organization.

Vizient provides services that impact quality across the healthcare industry, but employees don’t necessarily see the direct impact they have on patient outcomes. Blaine believes that the key to improved engagement is tying the work his team members do to the company’s mission of improving patient care and serving member hospitals.

Listen to the full episode to learn more about:

How to leverage employee engagement survey results
Why having a “family atmosphere” is crucial to employee attraction, retention, and engagement
How a hiring process can ensure bringing in talent that will flourish in your workplace culture

About Blaine Douglas

Blaine Douglas brings over 30 years of experience in the health care industry. His areas of expertise and professional skills include health care operations with a focus on operational efficiencies and expense control. Blaine leads the nonclinical consulting practice, including purchased services, supply chain, construction and facilities, and capital and equipment planning consulting service areas. Since joining Vizient, he has led many multimillion-dollar improvement projects totaling over $250 million in savings, including a $30 million financial improvement in 12 months at a large Southeastern academic medical center—surpassing a three-year savings guarantee in the first 13 months, exceeding the $12.5 million target by over 200% and improving a Malcolm Baldrige National Quality Award-winning health system’s supply chain savings by more than $16 million.

Prior to joining Vizient, Blaine spent 18 years in health system operations as a COO of a health system and CEO of a Level I trauma center. As CEO, Blaine led a dramatic hospital financial turnaround while also improving patient, employee and physician satisfaction, as well as overall hospital quality.

Blaine has a bachelor's degree in fire safety engineering technology from Oklahoma State University, a master's degree in health care administration from Oklahoma State University, and a Doctor of Health Administration degree from Central Michigan University.

Reducing the Stigma of Mental Health with Quint Studer

May is Mental Health Awareness Month. If you know or have followed Quint Studer, you know that mental health is an incredibly important topic to him because it’s personal to him. Quint is open and vulnerable about his own challenges and struggles and actively works to reduce the stigma of mental health in the workplace for the benefit of all.

On this episode of The Healthcare Plus Podcast, we’re doing things a bit differently. Tune in as Nicole Webb Bodie interviews Quint Studer to learn more about his journey through depression and alcoholism. Quint discusses the resources that helped him achieve 41 years of sobriety, the stigma that he has experienced in the workplace, and why honesty and transparency are so important to him.

Listen to the full episode for insights on:

How vulnerability creates a culture of safety within an organization
How leaders can help reduce the stigma of mental health in the workplace
The resources available for people who want to seek assistance
And much more!

Explore mental health and well-being resources from Healthcare Plus Solutions Group:

Well-Being Tool Kit
Well-Being Handbook (ebook)
Well-Being Handbook (hardcopy)

Connecting Clinicians to Purposeful Work with Natasha Lee

On this week’s episode of The Healthcare Plus Podcast, Dan Collard is joined by special guest Natasha Lee to discuss her innovative approach to leadership and service in both her organization and community. Natasha is the Founder and CEO of Floyd Lee Locums, a concierge healthcare staffing firm for physicians and advanced practice providers.

Floyd Lee Locums’ organizational goal is to connect clinicians to purposeful work in order to impact lives and Natasha believes that weaving this purpose into every facet of the company has been the key to their early success. In order to build a culture that embraces that purpose, Natasha has focused on connecting to employees on a more personal level. Today, Floyd Lee Locums has 85 employees and Natasha interviews every employee herself before hiring, not so much to assess their ability but to get to know them as people and learn their heart. This also allows her to understand what motivates her employees and create a more engaging environment for them at work.

Additionally, Natasha believes that having connection to your community is key to making a positive impact. Last year, Floyd Lee Locums led a program for 300 days of community service in 300 days with their employees. This work helped connect the company’s idea of service to the healthcare community with service in their own community.

About Natasha Lee

As CEO, Natasha Lee passionately upholds the core values of Floyd Lee Locums, whose primary focus is to revolutionize the healthcare staffing industry by connecting clinicians to purposeful work. A staffing industry veteran since 2001, she has extensive experience starting and growing new businesses, penetrating new markets, and recognizing and developing talent. Her authentic commitment to the industry informs the organization’s key promise of serving those who serve others.

Natasha is passionate about creating a company culture where all employees, partners, and clients feel valued and heard. Her impact and that commitment extends to our organization’s DEI&B efforts, corporate volunteerism program (We Serve), and our internal employee benefits program (We Sustain).

On this week’s episode of The Healthcare Plus Podcast, host Quint Studer is joined by special guest Tim Broderick to analyze healthcare data and share insights on why patient experience scores aren’t improving. Tim Broderick has served as the data and analytics lead for Modern Healthcare Magazine since 2018.

In the last 5 years, there has been very little change in HCAHPS scores across the country. HCAHPS (Consumer Assessment of Healthcare Providers & Systems) is the first national, standardized survey of patients’ perspectives of hospital care and was first implemented in 2006. The survey captures the patient’s experience of communication with doctors and nurses, responsiveness of hospital staff, communication about medicines, and other indicators of overall experience.

While many assume that COVID-19 is the cause of these stagnant HCAHPS results, Tim Broderick says the data points elsewhere. Tim and Quint take a deeper look at why patient experience scores aren’t improving and where healthcare organizations have the greatest opportunities to impact them.

Listen to full episode for insights on:

· The difference in patient experience scores in acute care hospitals vs. critical access hospitals

· Why the resources we’re putting into patient experience aren’t getting the intended results

· The impact of survey fatigue and declining response rates on HCAHPS surveys

· The areas where doctors and nurses could have the greatest impact on patient experience scores

Click here to explore Modern Healthcare’s reimagined data center.

About Tim Broderick

Tim Broderick is an award-winning data journalist with Modern Healthcare magazine. His data analysis and visualizations of healthcare data fuel Modern Healthcare’s new data center at modernhealthcare.com/data-center

He joined the magazine in 2018 after working more 30 years for daily newspapers in and around Chicago. He and his family live on the Northwest Side of the city but root for the baseball team on the Southside.

On this week’s episode of The Healthcare Plus Podcast, host Dan Collard is joined by special guest Tyler Lyne. Tyler Lyne CEC, PCIII, Culinary Institute of America Graduate & Hospitality Entrepreneur.

Dan and Tyler discuss the difference between service and hospitality and offer ideas on how the healthcare industry can learn from restaurants. Tyler shares a quote he learned from the book Unreasonable Hospitality, which says that “service is black and white; hospitality is color.” Written by Will Guidara, the co-owner of legendary restaurant Eleven Madison Park, the book explains that “black and white” means doing your job with competence and efficiency; “color” means you make people feel great about the job you’re doing for them.

Whether you are a chef or a nurse, this color is what separates high performing individuals and organizations from their peers. In healthcare, it also directly correlates with improving patient experiences. Listen to the full episode to hear Dan and Tyler’s insights on the relationship between customer service, leadership, and employee engagement.

About Tyler LyneTyler Lyne is a molecular gastronomy expert & Culinary Institute of America graduate. He has honed his skills in Japan and at such highly regarded restaurants as Restaurant Cru, Bouley, Momofuku Ko and Ciano before landing his first chef job as Chef de Cuisine at La Esquina. From there, he became a partner and held the title of Executive Chef at Cloud Catering, Riviera Caterers, and Creative Edge Parties. He is currently VP of Culinary at Neuman’s Kitchen. His clients have included Nasdaq, Facebook, the NFL and various red-carpet A-List events. Simultaneously, he serves as Culinary Director for Bamboo Asia – Far Out Market in San Francisco and Lucky Rooster Market Street in Miami, Chicago and South Carolina

Tyler has appeared in Food Network’s Iron Chef America in Battle Pasta. He has also been recognized by ZAGAT as one of New York City’s "30 under 30" list of trailblazers helping to define the next wave of culinary greatness.

On this week’s episode of The Healthcare Plus Podcast, host Quint Studer is joined by special guest Katie Boston-Leary, director of nursing programs for the American Nurses Association (ANA), to share the results of the Models of Care Insight Study and analyze what the findings mean for the healthcare industry.

Katie previously joined The Busy Leader’s Podcast to preview the study, which she and Quint unveiled at the 2023 ACHE Congress on Leadership. To learn more about the background of the study, listen to their recent episode titled “Reimagining Care Delivery: A Look at the Models of Care Insight Study”.

This week, Katie and Quint join forces again to share the results of the study and analyze what the findings mean for the healthcare industry. What the Models of Care Insight Study revealed was that there is a perception gap and an awareness gap between leaders and their frontline staff pertaining to care delivery models. Katie and Quint discuss how each model can be implemented, the need for change management expertise in healthcare, and additional opportunities to engage employees through career and professional development.

The Models of Care Insight Study was made possible by Healthcare Plus Solutions Group, the American Nurses Association (ANA), the American Organization for Nursing Leadership (AONL), and Joslin Insight.

For more information about the study or to download the full report, visit https://healthcareplussg.com/models-of-care-insight-study/. To learn how this information applies to your organization or to have Quint Studer conduct a webinar for your team, please contact Info@HealthcarePlusSG.com.

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Katie Boston-Leary, PhD, MBA, MHA, RN, NEA-BC

Katie Boston-Leary is the Director of Nursing Programs at the American Nurses Association overseeing the Nursing Practice and Work Environment Division and Healthy Nurse Healthy Nation. She is also the Co-Lead for Project Firstline, a multi-million-dollar grant collaborative with the CDC for training on Infection Prevention and Control. Katie is also the co-chair for the DEI committee for the Healthcare Leaders Network Delaware Valley, an ACHE affiliate. She helped redesign the Nurse Leadership Institute at the University of Maryland with an embedded coaching program. Katie is an Adjunct Professor at the University of Maryland School of Nursing and the School of Nursing at Case Western Reserve University. She is a board member on St. Johns University Health Programs and an editorial advisory board member with Web/MD Medscape and ACHE. Katie serves as staff on the National Commission to Address Racism in Nursing and is also part of the National Academy of Science and Medicine’s National Plan to Address Clinician Well-Being supported by the U.S. Surgeon General, Dr. Vivek Murthy. Katie also leads as an ANA representative with 4 partner organizations to organize a National Nurse Staffing Think Tank and Task Force, which published short term actionable recommendations to address the nurse staffing crisis.

Quint Studer is joined by special guest Laura McClelland to discuss the impact of compassion on healthcare organizations and how managers can demonstrate compassion to their workforce. Laura currently serves as Associate Professor in the Department of Health Administration at Virginia Commonwealth University (VCU).

When Laura McClelland’s father was diagnosed with stage IV melanoma, she began spending considerable time with him at California Pacific Medical Center while he received treatment. As someone studying management and interested in workplace dynamics, she was struck by the level of compassion with which staff treated patients, family members, and one another. She could see clearly the impact this had on both the workplace culture and patient outcomes. Following that experience, Laura began her journey to understand the benefits of compassion in the workplace and build a business case for why compassion matters to healthcare organizations.

From her latest research, Laura shares insights on:

· The relation between compassion and improved patient outcomes in healthcare organizations

· The immunological benefits of compassion for patients

· The impact of a compassionate work environment on employee burnout, emotional exhaustion, teamwork, and performance productivity

· The direct financial implications of compassionate workplaces

Laura says that leaders can use this research to begin modelling compassion in their own organizations and create an environment where it is both expected and appropriate.

Dr. Laura McClelland is an Associate Professor and the Director of the HSOR PhD program at Virginia Commonwealth University in the Department of Health Administration. She received her Ph.D. in Organization & Management from Emory University and B.S. degrees in both Management and Economics from Villanova University. Before entering academia, she was a management consultant for PricewaterhouseCoopers and IBM. She is a highly regarded expert in health care management, leadership, workplace compassion, employee well-being, and patient experience. Her research is published in top health services and social science journals and cited in popular press outlets such as CNN and Kaiser Health News. She has served on the National Academy of Medicine Scientific Advisory Panel on the Evidence for Patient and Family-Centered Care, and has received multiple national and international awards for teaching excellence.

This week Quint talks with Dr. Katherine Meese (UAB), who conducted an extensive study on what’s driving burnout in health care workers and it’s not at all what you’d expect!

In healthcare, we often talk about the financial margin (Do we have enough money to keep the doors open and pursue our mission?) and the operational margin (Do we have enough beds, space, speed and quality?). Dr. Katherine Meese says it’s time to focus on the Human Margin. In its simplest form, healthcare is humans working with humans to heal humans. Dr. Meese says that for every decision we're making, every conversation we're having at every level of the organization, we must start asking, “How will this impact our human margin?”

From 2020 to 2023, Dr. Meese has conducted an extensive survey of healthcare workers from all parts of the organization (both clinical and non-clinical), asking what would improve their well-being or experience at work. She looked at more than 40 different variables. The things that contributed the most to their stress levels were really surprising and not all what she had assumed was driving burnout.

Dr. Meese says we can utilize this research to create conditions that maximize the human margin. She says it’s not just about the absence of burnout, but creating a culture where our people can actually flourish. When people bring their best selves to work, it solves a lot of other problems.

Katherine A. Meese, Ph.D is an Assistant Professor in the Department of Health Services Administration at the University of Alabama at Birmingham. She also serves as the Director of Wellness Research in the UAB Medicine Office of Wellness and Director for the Center for Healthcare Management and Leadership. She earned her Ph.D in Health Services Administration with a specialization in strategic management from the University of Alabama at Birmingham and joined the faculty in 2020. Dr. Meese has several years of industry experience which encompassed work in ten countries on four continents, including management within a large academic medical center. She has co-authored two textbooks for organizational behavior in health care that are used in healthcare management programs across the country, and over 25 peer-reviewed articles and book chapters. Her research interests are in organizational behavior, leadership, well-being, and delivery models that enhance organizational learning. Her passion is in helping translate rigorous research into a format that can be easily understood and utilized by individuals and teams.

This week Quint talks with Chuck Stokes, interim department chair at the University of Alabama at Birmingham in the Department of Health Services Administration, and Dr. Paula Song, Richard M. Bracken professor and chair of the Department of Health Administration at Virginia Commonwealth University. The discussion centers on how universities are preparing students for careers in healthcare and supporting those already in their career, in light of the pace and scope of change we all must navigate.

Educators are rethinking how they do things, shifting modalities, and adjusting instruction to meet the changing needs and expectations of students and practitioners as they grapple with changing circumstances. Stokes and Song see this as an opportunity to reinvent themselves. Listeners will learn about a few things the academic community is doing differently.

Here’s an overview:
Providing simulation programs (It’s not just the what but the how). There’s a lot of power in putting students in real-life situations that require both hard and soft skills. Instructors put them through a simulation to see how they deal with a situation and give them feedback on it.

Creating more options and providing more support for people already working in the field. Programs are allowing more flexibility for working professionals, whether they’re early, mid, or late careerists. One example is the tailored certificate options in sub-specialties to supplement master’s programs (including topics like health equity, financial management, and climate and sustainability).

Giving students various opportunities to gain different perspectives in all sorts of ways. For instance, they’re partnering with national associations and making sure their programming includes broader health communities. Students are exposed to different career stories and the unique challenges providers and patients face.

Providing more assessments and coaching before students enter the workplace. For example, early testing on personality profiles gives them insight on what they need to work on. There’s a big focus on self-reflection.

Looking to build lifelong partnerships with students. Schools are focused on helping students continue lifelong learning and development throughout their career and helping them leverage the value of alumni communities.

Forming partnerships with healthcare organizations in the community. Faculty are spending more time in local hospitals, which informs them on what’s really happening on the ground in real time. This gives schools an opportunity to help improve the health status of their community by solving problems. It also helps build important relationships for students.

Aiming a laser focus at engagement. This is one of the biggest issues facing our industry. Engagement impacts safety/high reliability, reduces costs, improves consumer-centered care, and boosts innovation. How well the academic community trains leaders to engage and motivate their workforce will be paramount to our success.

Encouraging professionals to get involved in their local healthcare education programs (even if they aren’t alums). Schools are eager for students to hear different voices, see different experiences, and be exposed to a variety of career paths. People don’t need to be formally tied to a program to have an impact and be important mentors and coaches for students.

To learn more about Chuck Stokes and Dr. Paula Song, visit: http://www.thebusyleadershandbook.com/chuck-and-paula/

There’s a lot going on in healthcare. There’s so much change, so many moving parts, and so many new ideas popping, it can feel overwhelming. That’s why the 2023 ACHE Congress on Healthcare Leadership—coming up March 20-23 in Chicago—is a perfect “time-out” for busy leaders. It provides a chance to network with peers, solve problems, form new partnerships, and build a much-needed sense of community with likeminded people. Plus, it’s hard to beat the energy created by bringing so many thought leaders and great ideas together in a single location.

In this podcast, Quint talks with David Bartholomew, the senior vice president for learning at the American College of Healthcare Executives (ACHE). David shares insights from this year’s Leadership Congress and discusses some of the biggest trends in healthcare right now. Topics covered will include:

· The future of healthcare as envisioned by ACHE Congress keynoters, including technology disruptions and lessons from other industries

· Why conferences function as safe spaces for dialogue around the very complex issues healthcare leaders face

· Why solutions for workforce issues and the staffing crisis will be front-and-center this year

· Why the sense of community created by conferences like Congress is so powerful (not feeling “alone” goes a long way toward filling a leader’s cup)

· The importance of “healing the healers”—restoring wellness among staff

· How DEI initiatives help align purpose and potential, and are crucial to building an inclusive culture

· Why closing healthcare’s gender equity gap is so urgent

· Why there is such a focus on “transformational leadership” right now, and what that means for leaders on the front lines

· Insights into “must-see” sessions at this year’s Congress, and best practices for maximizing your experience

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DavidBartholomew is the senior vice president for learning at the American College of Healthcare Executives. In this role, David oversees education and publishing strategy for the organization. For 90 years, ACHE has been focused on one mission: advancing leaders and the field of healthcare leadership excellence. It is the home to more than 48,000 healthcare executives who are committed to integrity, lifelong learning, leadership and diversity, and inclusion.

ACHE’s annual Congress on Healthcare Leadership remains the premier event dedicated to advancing healthcare leadership excellence. This year’s event is March 20-23 at the Hyatt Regency in Chicago. Congress provides candid perspectives from leaders within and beyond healthcare on the most critical issues, as well as opportunities to network and see and be seen by some of the most esteemed leaders in the country. You can learn more and register at congress.ache.org.

John Hallick, founder and president of MET Crusaders and co-president of Biomarker Collaborative, joins the podcast to share the story of his journey into patient advocacy. In February 2018, John was diagnosed with stage IV non-small cell lung cancer. Several weeks later, the genetic tests came back, and the cancer was determined to be driven by the MET 14 skipping alteration.

After learning from doctors that while there are many support groups for genetic alterations, there was none for his, John took action. He drew from his background as a serial entrepreneur to set up a patient-centric advocacy group for people with his particular genetic alteration.

You'll hear about:

John’s story from his diagnosis of stage IV metastatic cancer to his treatment to where he is today
MET Crusaders, the advocacy group John founded that’s dedicated to helping patients with the MET alteration live normal lives
Biomarker Collaborative, a comprehensive body that represents all the advocacy groups, and their work connecting patients with the resources and support they need during what is likely the most traumatic point in their life
How others can find support and resources
Most importantly, you’ll meet a courageous individual who is using his own serious life challenge as a springboard to help, educate, and support others.

https://biomarkercollaborative.org/

John Hallick is a serial entrepreneur of several companies, all based around data warehousing, data mining, and individualized communications management. In December 2017, John developed what he thought might be the flu. It was diagnosed as an upper respiratory infection, and he was prescribed an antibiotic. After several weeks, the symptoms didn’t go away, and he went back to the doctor’s office. The second diagnosis was bronchitis, and he was prescribed prednisone. Again, the illness never went away. In January of 2018, he flew a helicopter four hours from Madison, WI, to Louisville, KY. The drive back to Madison was eight hours. He coughed on and off the entire drive back home. The next day, he went back to the doctor, and they decided to take an X-ray. The X-ray showed he had a mass in his right lung. As a note, nine months earlier he had a normal chest X-ray.

At the end of January 2018, the Mayo Clinic in Rochester, MN, performed a complete workup, including PET scans, CT scans, brain MRIs, bone scans, and blood work. On February 1, 2018, at age 67, John was diagnosed with stage IV non-small cell lung cancer. Several weeks later, the genetic tests came back, and the cancer was determined to be driven by the MET 14 skipping alteration.

His initial treatment was a combination of carboplatin, Alimta, and Keytruda every three weeks. John experienced all the normal side effects, including losing 65 pounds and half his hair, hearing loss, neuropathy on the bottom of his feet, no energy, and a significant loss of red blood cells. He was given two units of blood to get his red blood cells back into range. After four treatment sessions, carboplatin was removed from his treatment due to intolerability. After a total of five months of mixed results, it was decided for him to have one additional treatment and look for a clinical trial. After the last treatment, the immunotherapy started to work, and the tumors shrunk about one-third.

Now John had to make the decision of whether to stay on the current treatment plan or go on the trial. John decided to go on the capmatinib phase 2 clinical trial in July 2018. At first, the tumors shrank and then became stable. Targeted therapy returned his quality of life. Like all TKIs, capmatinib stayed effective for over three-and-a-half years. John trialed a MET antibody with limited success and is back on chemo and immune therapy.

Quint’s guests in this podcast are Katie Boston-Leary of the American Nurses Association (ANA) and Hunter Joslin with Joslin Insight, a customer insights and strategy consulting firm. The two have joined forces with Healthcare Plus Solutions Group (HPSG) to initiate the national Models of Care Insight Study. The goal is to look at new and alternative models of care being implemented across the US to help ease the nursing crisis and close the gaps/disconnects between nurse leaders and frontline nurses. Ultimately, the team hopes to generate not just short-term fixes, but share longer, sustainable solutions with hospitals across the country.

The actual survey will go live January 27th, with the hope of receiving responses from every hospital in the country. This podcast overviews what has been done so far, including highlights from listening interviews that were held late last year.

Themes discussed in the podcast include:

Creative ways to tackle nursing staff shortages, including the role and impact of travel nurses (and how best to optimize them).
Building workforce pipelines. Discussion includes residency and transition to practice programs, an emeritus campaign (which bring retired nurses back), and a boomerang program (aimed at re-recruiting nurses who have left).
How to better engage the existing nursing workforce (including how to create a sense of belonging with nurses across the spectrum of credentials).
Stabilization of management teams (due to the industry’s huge influx of new nurse managers).
How to close the competency gap with newer nurses.
Determining which practices can be scaled and how to create a collaborative approach between nursing and management for rolling them out.

The data and the ideas generated by the Models of Care Insight Study are meant to improve working conditions for nurses and care for patients. By creating better places for nurses to work, organizations can help relieve caregiver stress, elevate staff well-being, retain the best talent, and improve patient outcomes. To learn more about the Models of Care Insight Study and/or to sign up as a participant, visit https://healthcareplussg.com/models-of-care-insight-study/.

IMPORTANT DATES FOR THE STUDY

January 27: Survey launches.

March 20: Quint Studer and Katie Boston-Leary will present findings at the American College of Healthcare Executives (ACHE) 2023 Congress on Healthcare Leadership.

On this podcast, Quint has an in-depth discussion with HR Practitioner, Brooke Montoya, and discusses her time as the director of human resources for Monticello Health Services, which was recently ranked as one of Modern Healthcare’s Best Places to WorkTM for 2022.

Creating a workplace that people want to be a part of requires a lot of things to happen at once. The leadership team has to be on the same page and be really transparent and consistent about what they are trying to do. All the employees need to feel heard and feel like they are included in the important things going on in the organization.

In order to make that happen, Monticello created the “culture committee,” whose primary role is to create cohesion and consistency across the organization. When done right, it can really accelerate your employee engagement efforts, as it provides diverse perspectives and valuable insight into where the leadership team should focus their efforts.

Brooke feels the number-one reason they made it on the Best Places to Work list is because they have been effective in aligning their values with the values of employees. The culture committee makes that possible.

Brooke explains that flexibility and adaptability go both ways, and that they have put together a myriad of programs and offerings for employees to make them feel appreciated, valued, and cared for. “The idea is that if we are there for them in times of need,” she says, “they’re there for us whenever we’re in times of need.”

At Monticello, they have operationalized the word “care,” and in this podcast, Brooke will share some of the specific and really creative strategies they have used that make people feel consistently valued, supported, included, and appreciated, and the role the culture committee has played in developing these highly effective programs.

*The game referenced is called Mind The Gap.

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Brooke Montoya is a dynamic HR Practitioner with over ten years of experience in healthcare human resources management. Having had the opportunity to lead several organizations as the head of HR she has proven success in creating cultures of collaboration and implementing change to achieve workforce excellence. Brooke possesses experience in several aspects of human resources, including recruitment and retention, employee engagement, employee relations, and performance management. She believes that building relationships, leadership development, mentorship, and coaching are key to creating healthy workplace cultures.

Brooke holds a bachelor’s degree in human resources management as well as her PHR certification.

Brooke passionately pursues continued learning in all areas of leadership. She is currently enrolled in the master of science in management program at Tarleton State University. Her mission is to inspire individuals and companies to be the best versions of themselves by sharing her knowledge through teaching, coaching, and mentoring. Her most recent achievement is helping to lead her Monticello team to becoming one of Modern Healthcare’s Best Places to Work.

When times are tough (or even when they’re not), culture is everything. In this podcast, Quint talks to Bob Page and Tammy Peterman, executives at The University of Kansas Health System and coauthors of the book Proud But Never Satisfied: Ten Transformative Actions for Healthcare Systems. The academic health system has had quite a journey of transformation. In 1997, they had the lowest patient satisfaction ranking in the nation (a dismal 5th percentile). Now, for over a decade, they’ve been nationally ranked as one of the best hospitals in America by U.S. News & World Report.

Bob and Tammy talk about how their emphasis on culture has helped them sustain these results. It created a strong foundation and the consistency to get through some rough patches over the years, most recently COVID-19. And they believe culture will carry them into the future. Here are a few of the insights they share:

· You must have “guardians of the culture” to maintain the consistency.

· Communicate early. Don’t make people wonder what the plan is. Make sure they have the information they need to lead their team.

· When the message stays consistent over time, people know what the core expectations are. This is invaluable.

· Recognizing the value of the entire team (frontline care providers and those who support them) is critical. Leaders should spend most of their time rewarding and recognizing others.

· Always think, What can we do differently? What can we do better? It’s important to be aware of that creative tension where you want to feel really good about where you are but also keep improving.

# # #

Bob Page and Tammy Peterman are coauthors of Proud But Never Satisfied: Ten Transformative Actions for Healthcare Systems (Huron Consulting Services, LLC, 2021, ISBN: 978-1-62218-111-7, $30.00).

Bob Page is president and CEO of The University of Kansas Health System. Page has guided its transformation from an institution with the lowest patient satisfaction ranking in the nation to an organization consistently recognized among the best comprehensive academic medical centers in the country by the Vizient Quality and Accountability Study since 2006.

Tammy Peterman, MS, RN, FAAN, is president, Kansas City Division, and executive vice president, chief operating officer, and chief nursing officer at The University of Kansas Health System. The organization achieved Magnet status four times in a row—to date—and “Best Hospital in Kansas City and Kansas” consistently under her leadership.

The University of Kansas Health System is a premier academic health system providing a full range of services, from routine primary care to advanced care for complex conditions. With over 1,100 staffed beds, the system includes facilities located across the Kansas City metropolitan area, as well as hospital and clinic locations in Great Bend, Lawrence and Topeka, Kansas. During the past fiscal year, the health system cared for more than 355,000 unique patients, coming from every county in Kansas, 96 percent of counties in Missouri, each of the 50 states in the U.S., and nearly 30 international locations. The health system appears on many best hospital lists and is recognized for its quality and service, provided by an outstanding team of staff and physicians. For more information, visit http://www.kansashealthsystem.com/.

When Kay Kennedy, Lucy Leclerc, and Susan Campis started the research for Human-Centered Leadership in Healthcare, they had a long list of survey questions. However, it really came down to these two questions. First, describe the leader you’ve had in the past or currently whom you would follow to the ends of the earth. What does that leader look like? The second question was to describe the leader you’ve had in your current career and your life who made you want to leave a position or leave the profession. All that research and those conversations led them to create a body of work called “Human-Centered Leadership,” and it’s all about being high-touch in a high-tech world.

It’s not just a theory; it’s a philosophy, an approach, and a lens through which to see the workplace. They operationalized all their research into specific behaviors leaders can use to create these cultures of excellence, trust, and caring, and that are going to bring about the outcomes we’re all looking for.

At the center of Human-Centered Leadership is the idea that great leaders not only hit the metrics, but they also stay balanced and healthy in the process. Once you really understand the impact your own wellness has on your team, you can create a culture where well-being is a priority for everyone.

They are big believers in the butterfly effect. If a butterfly flaps its wings in South America, the changes can resonate to cause a tornado in Texas. If every leader makes one small change—wherever you are in the world and whatever the size of your environment, whether it’s a small unit or a system—that energy emanates outward and can make a big change. So flap your wings!

Contact information: team@uleadership.com

Website: https://www.uleadership.com/

Health systems are providing employees with more well-being resources than ever, but most have a utilization problem. This week’s guest is Nicole B. Stec, director of well-being for Banner Health based in Phoenix, AZ. In this podcast, Nicole discusses Banner Health’s system-wide comprehensive well-being strategy called “MyWell-Being.” Banner has figured out that the ticket to increasing utilization of these services is to lower the barriers to team members accessing them—in other words, you take the service to the person, instead of trying to take the person to the service.

In this podcast, you will learn about:

Banner’s “five-pillar” strategy that represents the different dimensions of well-being: physical, mental, intellectual, social, and financial. It all adds up to well-being for the whole person.
How they worked with their EAP to embed onsite and virtual counselors within their 30 hospitals across the system to help team members struggling with stress and burnout during COVID.
Creative strategies they used to create a private, discreet experience for employees and achieve a higher utilization of services. (For example, counselors hand out business cards with QR codes people can scan to quickly and easily make appointments, and they can make appointments during work hours, without using PTO.)

Ultimately, Banner’s emphasis on well-being underscores its belief in investing in its most valuable asset: its people. Having a great well-being program helps with recruitment and retention and creates a better, more meaningful work experience…which is what today’s employees want.

In addition to being the director of well-being for Banner Health, Nicole is a national speaker on employer on-site clinics and well-being strategies. For the past ten years, Nicole has worked in community and corporate health settings, designing and implementing population health management strategies for organizations, including healthcare systems, small businesses, the U.S. military, and local government.

In her current role, Nicole is responsible for Banner Health’s system-wide well-being strategy for 55,000+ team members located in six states. Nicole recently implemented the Banner Strong Center for Healing to support the mental well-being, healing, and recovery of healthcare workers post-pandemic. Nicole has also increased Banner’s team member well-being engagement to more than 50 percent in the past two years with the introduction of a holistic well-being approach and new wellness technology.

Nicole is a graduate of the University of Southern California (BS), the University of Phoenix (MBA), and the University of South Florida (MPH). She also holds many certifications, including being certified in public health (National Board of Public Health Examiners) and a certified wellness practitioner (National Wellness Institute).

Nicole's Gratitude Group Presentation

Being on Modern Healthcare’s “Best Places to Work” list is an honor. But the real reason the designation matters is that preparing for it creates the best patient care possible. Denise Webber, FACHE, president/CEO of Stillwater Medical, and James P. Ulrich, Jr., MHA, FACHE, FHFMA, CEO of York General, head up organizations that are longtime designation “regulars.” Stillwater has been a Best Places to Work organization for eleven years and York for nine years.

In this podcast, special guest host Dan Collard, cofounder/partner with Quint Studer of Healthcare Plus Solutions Group, talks with Denise and Jim about why being with people at the most critical times of their lives creates a responsibility to be the best we can be. Seeking a Best Places to Work designation helps achieve that. The data is invaluable. It gets us focused on the right things, shows us what’s going well, and pinpoints areas for improvement. (Side note: Don’t wait until you’re ready to apply to start this journey.)

Denise and Jim share some of the benefits of being named to the Best Places to Work list:

· It provides a good road map/game plan for success. It really promotes the foundational skills that make an organization run smoothly.

· It creates a great culture that permeates every corner of your organization. (It’s not department-specific.)

· It helps promote continuous improvement as you strive to move up the list every year.

· It gels your leadership team together in a really unique way as it requires a lot of collaboration.

· It shines light on some things you might not normally look at (the demographics of the workforce, for example).

· The skills you develop in the process help you manage the ever-changing healthcare landscape. (Jim says York’s rock-solid culture and strong team helped them navigate COVID.)

· The designation will help you attract talent and organically retain the talent you have. It means something.

· It gives you a great chance to see where you compare to others and helps you figure out whom you can learn from.

· It gives you a great opportunity to celebrate, shine the light on your heroes, and focus on your strengths. It reminds you to narrate to your community how good you are!

· It helps you see you are on the right track. The third-party validation is reassuring to patients, community, and employees.

One of the biggest benefits of this designation is the impact it has on the community. It promotes involvement and ownership. With hospitals often being the largest employer and literally the ones caring for community members, there’s a sense of obligation to make life better for everyone. We don’t just have a seat at the table, we get to help set the table—and being a Best Places to Work organization builds the trust that allows us to do so.

Contact Information:
Denise Webber
President/CEO
Stillwater Medical Center
Cell 405-880-5117

James P. Ulrich, Jr., MHA, FACHE, FHFMA
Chief Executive Officer
YORK GENERAL
(402) 362-0445 Office
(308) 340-1752 Cell
Jim.Ulrich@yorkgeneral.org

Anyone who works in healthcare knows patients struggle with anxiety and worry and fear. Yet it’s easy to get so caught up in our day-to-day work, with all its stress and chaos, that we can lose sight of this truth—as well as the fact that employees, too, can be fearful. In this episode, Mindy G. Spigel, RN, MSN, CPXP—author of the new book There’s a Snake on My Head! Strategies for Alleviating Fear and Anxiety in Healthcare for Patients, Families AND Healthcare Teams—explores this critical subject.

Mindy says when we talk to a patient, we need to imagine they have a snake on their head. That snake is fear. If we can’t get rid of the snake first, how will they hear anything we say? They won’t—and compliance and outcomes will suffer. She says in her research study interviewing families about their fears and how to reduce them, the findings boiled down to this: “Keep me informed, keep me safe, keep me comfortable.” She hopes shining a light on this topic will not only lead to better outcomes, it will help healthcare workers reconnect to their purpose.

In this episode, you’ll learn:

Why acknowledging and reducing fears in both patients and employees matters
How we can train ourselves to see the “snakes” on people’s heads

-Impactful steps we can take to help reduce those fears and worries

How to also reduce anxiety for employees (including new hires and transitions in leadership)
Why we’re still playing catch-up after COVID-19—and how we can rebuild camaraderie, trust, and those critical networks and learning environments

Mindy G. Spigel, RN, MSN, CPXP, is a nurse with over 40 years of experience in healthcare, working in both inpatient and outpatient settings. Mindy has taught in academic and clinical settings and has been honored to speak at numerous national, state, and local conferences.

Contact Mindy Spigel, RN, MSM, CPXP
mgspigel@gmail.com
https://mindyspigel.com

• Mindy's New Book: There's a Snake on My Head! Strategies for Alleviating Fear and Anxiety in Healthcare For Patients, Families AND Healthcare Teams
• Beryl Institute Research
• Gratitude Symposium Presentation

Like most of us, Clay Linkous—managing director of patient experience for ChenMed—is a product of his life experiences. His approach to healthcare is an aggregation of what he’s learned from his background in exercise science, a full-time ministry role, a black belt in Six Sigma, his master’s in healthcare administration, and his marriage to a clinical care nurse. His background has shaped a leader who is driven by compassion, innovation, measurement, and, of course, good outcomes.

In this podcast, special guest host Dan Collard, co-founder/partner with Quint Studer of Healthcare Plus Solutions Group, talks with Clay about the evolution of the patient experience. Linkous says we’ve moved from patient satisfaction (how happy they are) to evidence-based practices (measuring how well clinicians do the things that result in great care) to patient engagement (getting patients more invested and involved in their own care after they leave the hospital setting).

Clay explains that we are now in the patient partnership phase, which means we not only try to affect outcomes at the bedside, but we work to change patient behaviors (diet, exercise, etc.) that are impacting their overall health. This level of compliance from patients requires a trusting relationship with providers. High levels of trust lead to better listening and more compliance, thus better outcomes.

So how do we build this level of trust? Linkous says we start by reducing anxiety by creating more experiences that lead to positive emotions and fewer that lead to negative ones. Clay says that ChenMed has some interesting models in place for building trust. Their approach involves building on some foundational things that have worked well, infusing new learning from neuroscience around human behavior, and learning from organizations outside the industry, like Ritz-Carlton.

Chen Med is also taking a closer look at the social determinants of health for their patients. By thinking more broadly than traditional medicine and looking at how housing, transportation, and other factors that happen away from the bedside impact the patient partnership, they have been able to get better outcomes.

While they are still innovating and evolving, one thing is for certain. Linkous believes that all of this requires leaders and the care team to feel (and express) a deep compassion and care for others. The old adage comes to mind: People don’t care how much you know until they know how much you care.

Special guest host and Co-Founder/Partner of Healthcare Plus Solutions Group, Dan Collard interviews Thom Mayer, MD, an emergency medicine physician, medical director for the NFL Players Association, and author of the book Battling Healthcare Burnout: Learn to Love the Job You Have, While Creating The Job You Love. He says the Great Resignation is the perfect time to think about who we should re-sign: attracting and hiring high performers is great, but we can’t assume they’re going to stay. We need to focus on keeping them.

During his work as an ER physician, Dr. Mayer learned the basics for retaining the best people. Simply put, “please” and “thank you” matter! At the end of every shift he would personally thank every nurse, every tech, and every housekeeper. And he would ask “What could I have done to make your job easier today?” He says this practice was humbling but also enlightening.

In this podcast he’ll share other insights he has learned from his career. For example:

A good culture is about two things: 1) making patients happy, and 2) doing the right thing for the people who take care of the patients.
The concept of leadership is worthless because it’s a noun; it’s something you say. Leading is a verb—we demonstrate leadership by our actions, not our words.
Every person on the team is a leader—they lead themselves or they lead other team member
The work of battling burnout begins from within. Every team member is a performance athlete, involved in a cycle of performance, rest and recovery, over and over and over again. This is why it’s so vital to invest in yourself and your team.
One of Dr. Mayers’ favorite tools is the Love, Hate, Tolerate tool because it forces a lot of reflection
How do you get a great job (like one with the NFL)? Don’t focus on resume building. Instead, build trust and relationships and your career will take care of itself.

Finally, he’ll talk about why the true key to battling burnout is not about building resilience in people, but adaptive capacity. Those who use the systems and processes have to be the ones who re-design them. That’s why Dr. Mayer is adamant that innovation doesn’t belong in the C-suite. As Napoleon Bonaparte once said, leaders are dealers in hope. Our role is to create the trust and hope that empowers the frontline people to say “I see a way to do it better.”

Email: thommayermd@gmail.com

In healthcare, we focus heavily on numbers and metrics, but how do we ensure we are connecting these numbers to real patient outcomes? Goal setting is one of the best ways to make sure your metrics are tied to real results. In this week’s podcast, Quint chats with Dr. Cory Robinson and Mary Finley from the Medical University of South Carolina (MUSC) in Charleston, SC, where they have collected some best practices around how to set meaningful goals, tie them to results, and ultimately achieve organizational and operational excellence.

Here are some of the things you will learn from this week’s podcast:

Why a strong goal-setting process is the foundation for organizational excellence and why devoting some time to it is a good investment (MUSC does a goal-setting retreat.)
How to make sure you are focused on the right goals
How to pick which metrics to focus on and how to best weight goals
How to align and cascade goals across an entire organization
How to provide support for team members who aren’t achieving goals
How to manage an organizational goal where you might not have direct impact
When and how you should modify goals mid-year

Organizations and people thrive where there is clarity and prioritization. A solid goal-setting program helps us know where to focus to achieve the desired outcomes. This dynamic duo from MUSC will show you how to get everyone rowing in the same direction.

Dr. Cory Robinson is the System Administrator for Performance, Health Solutions and Health & Wellness for the Medical University of South Carolina (MUSC) Health System and a Faculty Member at the Medical University of South Carolina, College of Health Professions. He is a member of the MUSC Health System and Charleston Division Executive Leadership Teams. He is responsible for the day-to-day operations of vital administrative functions of the health system.

Cory completed his undergraduate degree in Biology at Erskine College (Due West, SC) and received both his Master of Health Administration (MHA) and Doctorate of Philosophy in Health and Rehabilitation Science (PhD) from the Medical University of South Carolina (Charleston, SC). He is also a certified Project Management Professional (PMP), Lean Six Sigma Professional, Fellow in the American College of Healthcare Executives (FACHE) and Malcolm Baldrige Quality Award National Examiner.
Contact: robinsonco@musc.edu, 843-792-5412

Mary Finley is the Director of Performance and Alignment for the Medical University of South Carolina (MUSC), a role she assumed in September 2019. In this role, she oversees the measurement and monitoring performance for the MUSC Health System, which includes goal/ target setting and benchmarking. Finley joined MUSC in June 2009 and has held positions within HR and Analytics. She received her Bachelor of Science in Psychology from Clemson University and her Master of Health Administration from the Medical University of South Carolina.
Contact: whitems@musc.edu, 843-792-0317

The team at Aramark Healthcare+, which provides food, facilities, and uniform services to healthcare organizations, knows that vision statements are more than just words. They’ve figured out how to operationalize theirs—“Together we serve. We solve. We strengthen.”—to create a culture of caring, empowered employees and make patients’ lives better.

This week’s guest is Bart Kaericher, President and CEO of Aramark Healthcare+. He talks about how they shift their employees’ mindset to remind them of the bigger picture and the role they play in the healing process (e.g., “food is medicine” and “by creating a clean environment, we keep patients safe”). A few of the things you’ll learn in this podcast:

· How Aramark employees serve as true partners with clinical staff, anticipating and solving problems before patients hit the call button

· How the company brings its “serve, solve, strengthen” statement to life

· How Aramark’s culture inspires and empowers employees to innovate using their heart and their common sense…

· …and how that freedom and flexibility leads to “magic moments” and creates amazing patient experiences

· Facetime counts: why spending so much time on the road and with frontline employees not only helps him learn but reenergizes and replenishes him

· How to learn and harvest best practices from vendors and different industries and scale them throughout your organization

· Creative ways Aramark leverages its “food as medicine” philosophy to create happier, healthier caregivers

About:
Bart Kaericher is the president and CEO of Aramark’s Healthcare+ division. Before joining Aramark in 2021, Kaericher served as senior vice president of sales & marketing, retention & strategic partnerships for Morrison and Crothall, divisions of Compass Group, NAD. While at Compass, he played an instrumental role in driving new business and building a culture focused on healthy growth. Kaericher also served as sales leader & architect on several prominent account wins and led strategic retention efforts. Prior to his tenure with Compass Group, NAD, Kaericher worked for more than a decade at B. Braun Medical Inc.

Kaericher holds an MBA in pharmaceutical & healthcare marketing from Saint Joseph’s University in Philadelphia, PA, and a BS in business from Miami University, Oxford, Ohio. He has also completed Cornell University’s Executive Healthcare Leadership Certificate online program.

The Evidence Is In: We Can Heal Ourselves by Serving Others

With stress and burnout at an all-time high, we need to be more conscious than ever about self-care. In this episode, Dr. Stephen Trzeciak shares how caring for and serving others actually replenishes us, and shares the physical and psychological benefits of helping others. We’ve always known compassion feels good to both parties. What we may not realize is there’s a wealth of data proving compassion heals both parties in profound and measurable ways.

Dr. Trzeciak’s first book, Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference, coauthored by Dr. Anthony Mazzarelli, lays out the evidence that compassion benefits patients, care providers, and organizations. Their new book,Wonder Drug: 7 Scientifically Proven Ways That Serving Others Is the Best Medicine for Yourself, reiterates that message in light of the burnout crisis, and gives a specific prescription for building energy, resilience, and happiness by investing in caring relationships.

In this podcast, you’ll learn:

· Why serving others is really the best medicine for yourself
· How to ask the right questions and show people you really care
· How to recognize the nine (on average) opportunities for empathy each of us face every day and maximize them
· How to support people through tough times, even when you can’t fix everything
· Why ruthless leaders don’t do well and the benefits of compassionate leadership

About:
Stephen Trzeciak, MD, MPH is a physician scientist, Chief of Medicine at Cooper University Health Care, and Professor and Chair of Medicine at Cooper Medical School of Rowan University in Camden, New Jersey. Dr. Trzeciak is a practicing intensivist (specialist in intensive care medicine), and a clinical researcher with more than 120 publications in the scientific literature. His scientific program has been supported by research grants from the National Institutes of Health (NIH), with Dr. Trzeciak serving as Principal Investigator.

Dr. Trzeciak is the co-author of two books, Compassionomics: The Revolutionary Scientific Evidence that Caring Makes a Difference, and Wonder Drug: 7 Scientifically Proven Ways That Serving Others Is the Best Medicine for Yourself. Broadly, Dr. Trzeciak’s mission is to raise compassion and altruism globally, through science.

Learn more about upcoming events at www.HealthcarePlusSG.com/events
All in-person attendees at the RYTO Conference will receive a copy of Wonder Drug.

Many organizations depend on outside contractors for key components of their operations. Yet when outsourcing parts of your work, it can be a struggle to bring both teams together to create a seamless experience for everyone. Also, at times there can be a tendency to treat outside contractors like a commodity. Not only is this bad for the relationship, it also keeps you from maximizing outcomes. When managed well, these partnerships can lead to amazing results.

The current staffing shortage showcases just how valuable contractor partnerships can be. We need great partners more than ever! As healthcare organizations everywhere were stretched thin during the COVID-19 pandemic, Baylor Scott & White Health (BSWH) leaned on their strategic partnership with Aramark to hire and onboard almost 400 people in just 30 days to staff the entrances of their hospitals.

In this podcast, Kevin Graves from Baylor Scott & White and Shannon Heard from Aramark Healthcare + share best practices for how to integrate outside contractors and build a cohesive culture across large teams. You’ll learn:

How to build a culture of collaboration where everyone feels like they’re part of the same team, even if they come from different organizations.
How to engage contractors in conversations that make them feel like true partners, and why this is so important.
How to leverage your relationship with partner organizations to bring in new resources and talent when things get tough.
Why you should be using metrics to drive your decision-making process, and how this keeps decisions from being personal or emotional.
How the Aramark culture helps them nurture incredible long-lasting partnerships that create a win-win for both organizations.

Kevin Graves leads hospital and clinic operations in hospitality for Baylor Scott & White Health (BSWH), the largest not-for-profit healthcare system in Texas and one of the top 10 not-for-profit healthcare systems in the nation. He led the development and integration of BSWH Hospitality Services, resulting in over $31 million annualized savings, standardization of operating practices, and significant improvement in patient satisfaction.

Shannon Heard is a healthcare executive who currently serves as regional vice president for Aramark Healthcare +. In partnership with Baylor Scott & White Health, Shannon has successfully led a workforce of over 3,500 team members throughout the state of Texas through the integration of hospitality services. During the merger of Baylor and Scott & White, Shannon was instrumental in bringing all related services under one umbrella of leadership, while implementing strategies to result in multi-million-dollar cost reductions and improving upon key performance metrics.

There has been an uptick of bad behavior in the workplace. While bullying, lack of civility and respect, and conflict have always been there, a global pandemic has just exacerbated it.

Sonia Rhodes and Dr. Renee Thompson share strategies for how to build a strong culture that creates a great experience for patients, employees, and coworkers. They say culture and employee experience will not only allow us to attract and keep the best and brightest, it will allow us to provide the best clinical outcomes, as well as achieve our financial and operational goals.

You’ll learn:

· How to build a culture by design, not by default

· Why getting intentional about the kind of workplace you want is the key

· Why a high performer who behaves badly is really a low performer

· Why leaders might ignore bad behavior and why that’s so dangerous

· Why naming bad behaviors is key to helping the team confront them

· How to create a self-regulating culture where every single colleague understands what right looks like and becomes an ambassador for how to make things better

· How culture and experience drive all other success

· Practical strategies for approaching employees who are having a difficult time complying with the rules

Sonia Rhodes is the founder and CEO of The Experience Lab—an incubator of ideas and an accelerator of action—bringing Experience design and cultural transformation principles to the healthcare industry. The Experience Lab partners with visionary healthcare systems and executives to imagine, design, and bring to life a new kind of healthcare Experience for team members, providers, patients, and guests and is home to The Inside Out National Experience Transformation Collaborative. Sonia is a pioneer in the realm of healthcare Experience Design, leading the way in the industry for more than 20 years. At Sharp HealthCare, a San Diego, CA-based not-for-profit health system, she was the nation’s first health system executive to lead organizational Experience transformation.

As an international speaker and consultant, Renee Thompson, DNP, RN, CSP, tackles the professional challenges facing healthcare leaders today. With 31 years of experience as a clinical nurse, nurse educator, and nurse executive, Dr. Thompson is an internationally recognized expert on creating a healthy workforce by eradicating workplace bullying and incivility. She is the CEO and founder of the Healthy Workforce Institute and works with healthcare organizations to cultivate a professional workforce. Renee is one of only 26 nurses in the world who have achieved the prestigious certified speaking professional designation, and in 2018 was recognized as one of LinkedIn’s Top 10 Voices in Healthcare for her contribution to their global online healthcare community.

To learn more about the RYTO Conference, click HERE.

Words Matter

During busy, stressful times, it’s easy to get transactional in our communication with employees, co-workers and our patients. However, hard times really require a different kind of communication, one that’s more relationship driven. It’s vital that we look inward to ensure that our words are aligned with our intentions and values, that we engage employees in ways that make them feel like partners, and that we connect with others in ways that generate meaningful answers.

In this podcast, Quint explores the subjects and more with human potential developer Terre Short (author of The Words We Choose: Your Guide to How and Why Words Matter) and service excellence expert and former Disney executive Dennis Snow (author of “Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life).

Here are a few of their insights:

Why you have to do more listening than talking right now
How to ask the powerful questions that get you really connected to people
How to make sure what you say and what you mean is aligned
Why employees are the best people to answer your toughest questions and how to create the partnerships that elicits their input.
How to celebrate those daily moments of getting things right and why you should
What EVERYTHING SPEAKS really means
How to see your organization through the lens of employees and patients
How constantly narrating the process relieves anxiety for employees and patients

About Terre Short:

Terre Short is the CEO/owner of Short Group. She has been a coach in some capacity her entire career. Through coaching, speaking, and facilitating she has inspired countless staff, senior leaders, physicians and middle managers to connect to their why, and to harness the power of empathy and personal relationships. She excels in assessing complex situations/challenges and helping others break them down with clarity into actionable steps.

Terre has more than 30 years of leadership experience, a Masters in Business Administration/Healthcare Management, her Professional Coach Certification (PCC), and is a Certified Patient Experience Professional (CPXP).

Prior to returning to Short Group, Terre served in corporate healthcare roles for ten years (2010 - 2020), as a high-level executive for one of the largest health systems in the U.S. (HCA), and as a regional director for Huron/The Studer Group.

She first established Short Group in 1995 and at that time specialized in leadership development and consulting, including coaching GMs, CEOs and other leaders. Short Group followed her hospitality career that spanned many senior leadership positions within Four Seasons Hotels and later Pebble Beach Company.

Since 1995, she has spoken for a wide range of organizations, and audiences large and small. She is highly sought after for leadership development forums and spoke at the 2018 Annual Becker's Hospital Review Conference.

Terre is passionate about bringing out the potential of others through 1:1 and team coaching, and helping leaders improve results through her speaking, and consulting. Topics outlined on Short Group website.

Terre published The Words We Choose: Your Guide to How and Why Words Matter in July 2020. The book covers how to choose words that connect to values and intention. It spans the words we choose for ourselves (the voice in your head), with loved ones, at large in the world, at work, through technology (not spoken), and with a higher power.

About Dennis Snow:

Dennis Snow’s customer service abilities were honed over 20 years with the Walt Disney World Company. There, he developed his passion for service excellence

From PPE and ventilator shortages to challenges in distributing vaccines and medications, it’s clear that the added strain from Covid-19 exposed some cracks in our healthcare system. In order to be ready for whatever comes next, we need to rethink how we procure and allocate resources. Eugene Schneller shares why supply chain management should be top of mind for healthcare leaders and gives strategies for how to stay prepared for whatever the future holds.

You’ll learn:

Why we should include “preparedness” as a core part of our mission, along with our industry focus on “cost, quality, and outcomes”
Why collaboration and resource sharing is so important in difficult times and how to hardwire these practices into the everyday
Why “just-in-time” procurement policies need to be updated to account for Black Swan-type events
How to allocate financial resources to staying prepared in a way that makes things better, not harder

Eugene Schneller, PhD, has held faculty and research scholar positions at Duke University, Union College (New York), and Columbia University. His consulting and research focus on health care policy, best practice adoption, supply chain purchasing strategy design and governance, human resource development, and supply chain integration. He was principal investigator for the Department of Defense efforts to integrate the medical supply chains for the three services. He is co-founder of Healthcare Supply Chain eXcellence and president of Health Care Sector Advances.

The Gratitude Symposium Session

Jamie Orlikoff and Michael Pugh discuss some of the ways leaders will have to evolve as we all navigate complicated problems that don’t have any easy solutions.

You’ll learn:

How to deal with feelings of failure in senior leaders who are dealing with staffing problems that are largely out of their control (and how their boards can support them through uncertain times).
Why and how to recapture hospital leadership’s role as a leading voice in health, not just healthcare delivery.
Why community health should be on everyone’s radar and how hospitals can find innovative solutions to promote wellness.
How to keep polarization from disrupting your organization and keep everyone united around giving patients the best care possible.
Why healthcare delivery must be at the center of your healthcare system and drive all your redesign efforts.
Finding the bright spots and redesigning care teams and processes for the workplace of the future: Why senior leaders need to take an honest look at the changes they’ve made during the pandemic and ask themselves, Is this something we should continue moving forward?

James E. Orlikoff is president of Orlikoff & Associates, Inc., a consulting firm specializing in health care governance and leadership, strategy, quality, patient safety, and system development. He is the National Advisor on Governance and Leadership to the American Hospital Association and Health Forum. He was named one of the 100 most powerful people in healthcare in the inaugural list by Modern Healthcare magazine.

ORLIKOFF & ASSOCIATES, Inc.4800 S. Chicago Beach Drive
Suite 307N
Chicago, IL 60615-2054
(773) 268-8009 phone
(773) 268-8006 fax
j.orlikoff@att.net

Michael D. Pugh, MPH has over thirty-five years of CEO experience in hospitals, health care systems, managed care organizations, consulting, and health care technology companies. He is a frequent speaker at regional, national, and international conferences on subjects of leadership, quality, governance, and strategy.

Michael D Pugh
President
MdP Associates, LLC
719 671-2668
mdp@mdpassociates.com
www.mdpassociates.com

Focus on the who, not the what. When you put people first, the other things (like metrics) will take care of themselves.

Diane Rogers and Sue Murphy share strategies for leaders to engage in conversations with their teams that leave people feeling seen, heard, and cared for. Not only does this help create high-performing teams, it also helps make you more fulfilled as a leader.

You’ll learn:

Why basic “check-ins” and asking, “How are you doing?” doesn’t cut it anymore, and what to do instead
How to hold up a mirror to your own magnificence as an organization and highlight what’s going right, and why this is so valuable
How to hardwire gratitude into your everyday practices
Why how you show up for people determines how they show up for you
How to meet people where they are and give coaching that actually improves outcomes

Diane Rogers has a diverse background and a big heart, both of which power a simple and focused mission: to inspire individuals and organizations to harness the strengths and magnificence of people, so together they can achieve higher levels of organizational performance and individual engagement. Founder and president of Contagious Change, LLC, Diane is best known for her breakthrough programs for healthcare organizations, where she has long been a trusted coach—sought after for her ability to inspire strengths-based leadership behaviors among healthcare professionals who want to optimize performance, experience, and engagement.

Susan Murphy, RN BSM MS is currently the Chief Experience Officer (CXO) at Northwest Community Healthcare. Prior to her role at NCH, Sue was the Chief Experience Officer at University of Chicago Medical Center,where she led experience strategies that improved system-wide patient satisfaction scores. In the role of the CXO, Sue’s attributes include being a visionary and pragmatic leader with experience and expertise in service excellence strategies, program development, metrics, and benchmarking. Responsible for designing and overseeing the implementation of an integrated, comprehensive strategy that transformed and drove outcomes in quality of care, service and patient experience. Serving as the role model for the mission as well as an advocate for the “voice of the patient” in all endeavors, leading with providing strategic leadership for the development of sustainable programs that foster experience excellence, empathy, and compassion, as well as, patient and family engagement.

Watch their Gratitude Symposium presentation: "Uniting and Engaging Employees – An Artistic Masterpiece (20:15)"

Chris Comeaux’s company, Teleios Collaborative Network, recently had four of their hospice organizations in the top 50 on the Modern Healthcare Best Places to Work list. This week, Quint talks with Chris to discover how he marries performance excellence and purpose to create a place where people really want to be. Comeaux shares how workplaces of the future will create purpose-driven communities that support each other through tough times and help everyone perform at the highest level.

You’ll learn:
- How to use “Mission Moments” to inspire gratitude and fulfillment and fight burnout
- How to infuse purpose into role descriptions that go beyond just a list of tasks
- Why learning plans are vital to driving performance excellence
- How to break down learning and development sessions into bite-size chunks that can be absorbed virtually
- How and why to adopt a more holistic approach to goal setting

Chris Comeaux (KO-mo) is an award-winning expert and lifelong student of leadership and the performance required to truly be a leader. He has spent his life and career researching, learning, coaching, and implementing the pushes and pulls necessary to create high-performance leaders and high-performance organizations. Chris is currently the president/CEO of Teleios Collaborative Network (TCN).

Chris Comeaux, CPA, MLAS
President/CEO Teleios Collaborative Network
ccomeaux@teleioscn.org
828-329-0175

Management By Strengths (MBS)
Contact Nicole Webb Bodie - Nicole@QuintStuder.com

When times are tough, lean in to relationship building. With healthcare systems stretched to their limits, it’s vital that employees feel engaged, supported, and genuinely cared for. Today’s guests discuss why the most successful leaders are those who proactively lean in and build trusting relationships that go beyond the basic “check in.”
You’ll learn:

How to hold real conversations that establish commonalities and rapport and encourage people to open up.

How to make one-on-one human-to-human connections with your team, and why this makes your job as a leader more fulfilling and rewarding.

How to ensure that your non-verbal cues (body language) are consistent with your words

Why “How can I help” is a far more powerful phrase than “Do you need anything?”

When we lean in, not only do we foster the kind of relationships employees crave, we’re more likely catch mental health issues before they become major problems.

Dr. Anthony Orsini has spent the last 25 years developing proven communication techniques that help doctors build rapport and quickly form trusting relationships with their patients. Dr. Orsini is a practicing physician, author and frequent speaker on the topic of compassionate communication in medicine. He is the Level II Medical Director at one of the largest Neonatal Intensive Care Units in the world. He also serves as Chief of Patient Experience and Palliative Care Liaison for his neonatal practice.
Dr. Orsini's Gratitude Symposium Presentation

Bob Murphy is a corporate chaplain, executive coach and speaker who has presented around the world to hundreds of thousands of leaders on performance excellence, service, and many other leadership topics. He is an expert on how to become a high performing organization, department, leader and employee. Bob is a registered nurse and an attorney, currently serving as the chief of medical missions and director of international programs for GBS Institute.

Bob Murphy's Gratitude Symposium Presentation

43_What the Front-Line Needs From Its Leaders

Dr. Kaplan is the Medical Director of Care Transformation and Director of the Be Well Center for LCMC Health in New Orleans, LA. He is the Clinical Associate Professor of Medicine, at LSU Health Sciences Center, and an attending physician and academic faculty for the Emergency Medicine Residency at University Medical Center New Orleans.

Dr. Kaplan is a past President of the American College of Emergency Physicians and current national faculty for ACEP, as well as a member of the National Academy of Medicine Action Collaborative on Clinician Well-Being and Resilience.

A graduate of Harvard College and Harvard Medical School, Dr. Kaplan was recently named the 2021 John G. Wiegenstein Leadership award winner; this is the highest award of the American College of Emergency Physicians and it is given for outstanding contributions to the College.

Dr. Kaplan continues to practice clinically because he loves the clinical practice of medicine, and caring for patients helps him remain close to the patients’, the hospital staff’s, and the physicians’ current experience.

Dr. Kaplan discusses how the healthcare workplace has changed and the frontline needs new assurances from their leaders. During the podcast, you will learn specific tactics to help empower staff and medical staff to connect back to themselves, their patients, and their colleagues. Dr. Kaplan also gives a preview to his session at the Replenishing Yourself, Your Team and Your Organization conference taking place Feb. 22 and 23.

Contact Jay Kaplan, MD, FACEPjaykaplanmd@gmail.com
Cell: 415-686-8291
www.JayKaplanMD.com

Resources:

Read Dr. Kaplan’s full bio HERE
Dr. Kaplan’s Gratitude Symposium Presentation
Conference: Replenishing Yourself, Your Team and Your Organization (RYTO) Feb. 22 and 23

Today we have a special treat for our listeners. We’ve heard your feedback that you would like to hear more from Quint. We’ve brought in Dan Collard, longtime friend and colleague of Quint to play host for the busy leader’s podcast.

Quint sits in the guest seat as he looks back and shares what he has learned over the last 5 years.

From early brain research and development to the start of covid and where we are at today. Learn more about overall well-being and why it’s more important now than ever. Quint shares what he has learned with co-worker and supervisor relationships, selection and onboarding, training and development and more.

Resources can be found at www.thegratitudegroup.com.

As a special edition episode, watch the interview HERE.

Joining today’s podcast is Dr. Paul Keckley and Nate Kaufman. During this podcast learn how uncertainty is playing a role in healthcare policy and how partisanship has become the driver with more activity going to the state level. They share some of their biggest concerns which includes healthcare expenses going up faster than revenue. They also share their recommendation for the healthcare industry to relook at anything that is tied to patient care and to refocus on hospital operations. And don’t miss as Nate and Paul describe the top 3 things they recommend for a CEO to focus on.

Dr. Keckley is Managing Editor of The Keckley Report and Managing Partner of The Keckley Group which provides market research, advisory, and policy analysis services to health systems, health insurers, technology companies, and investors.

He is widely considered an industry thought leader on healthcare industry trends and regulatory policy and served as a facilitator between the White House Office of Health Reform and major industry trade groups in developing the Affordable Care Act.

Nathan Kaufman is Managing Director of Kaufman Strategic Advisors. With over 40 years of experience as a strategist, executive, and negotiator, Nate is considered one of the nation’s most experienced industry experts. He is a strategic advisor to healthcare executives, boards, physician groups, and other healthcare companies. He is known for his practical advice focusing on succeeding in the new post-ACA, MACRA, value-based- risk environment. In addition, he is a seasoned negotiator and has successfully completed hundreds of transactions.

Resources:
Watch Dr. Paul Keckley's Gratitude Symposium Presentation
Watch Nate Kaufman's Gratitude Symposium Presentation

Contact:
Paul Keckley, PhD
Managing Editor, Managing Partner
The Keckley Report and The Keckley Group

Nate Kaufman M.S.
Managing Director & Founder
Kaufman Strategic Advisors, LLC

Joining the podcast is Lyn Ketelsen and Colby Jubenville. Lyn Ketelsen has experienced health care in a variety of settings and roles for 40 years. She currently shares her expertise as a consultant, executive coach, and the founder of KLK Leading Change Inc.

Colby B. Jubenville, Ph.D. is an accomplished international speaker, author, educator, and coach. Currently the Director of Middle Tennessee State University’s CBHS Center for Student Coaching and Success, he is a member of the Honors College faculty and holds an academic appointment as Special Assistant to the Dean for Student Success and Strategic Partnerships in the College of Behavioral and Health Sciences.

During the podcast Colby and Lyn share how the pandemic is providing an opportunity for leaders and organizations to relook at what skills are needed in today’s environment. They discuss how being able to find solutions that are fast, meaningful, and articulate a vision of the future of healthcare that are differentiators. Throughout this podcast, learn how to adopt and refine best practices and understand what skills leaders need to be able to manage rapid change; as well as ways to use innovation to find the best solutions. You will also learn 4 questions that create meaningful relationships that build trust and how focusing on the best cast scenario can lead to success.

Resources:

www.TheGratitudeGroup.com

Lyn Ketelsen’s presentation

Colby Jubenville’s presentation

About Lyn Ketelsen

About Colby Jubenville

Joining the podcast is Kenneth Cohen, PhD who is the Founder & CEO of The Synergy Organization. Over the last 32 years, his firm has distinguished itself as the country’s first Evidence-Based Executive Search® and Executive Assessments firm.

During the podcast, Ken shares the findings from their Malcomb Baldrige Award Recipient CEOs’ research study. He also discusses why “Revolving Doors” exist in key leadership positions and why it matters. Throughout the podcast Ken reveals how to make accurate hiring decisions and the importance of setting up a system and process to hire super stars the first time. Listen in to learn the 3 questions that Ken has asked thousands of people during his research study. Now here is your host Quint Studer and Kenneth Cohen.

About Kenneth R. Cohen, PhD
Founder & Chief Executive Officer
The Synergy Organization
http://www.synergyorg.com/
ken@synergyorg.com
1-866-HIRE-123

Kenneth Cohen, PhD is the Founder & CEO of The Synergy Organization. Over the last 32 years, his firm has distinguished itself as the country’s first Evidence-Based Executive Search® and Executive Assessments firm with Evidence-Based Best Practices, including Psychological Testing and the Baldrige Performance Excellence Program standards. They are recognized for helping progressive healthcare organizations make more accurate and cost-effective decisions in their Executive Search, Executive Selection, and Succession Planning practices, the first time. Dr. Cohen integrated his special expertise and experiences as a Psychologist along with the proprietary Synergy Screening System®, Baldrige Performance Excellence Program standards, and the findings from Synergy’s Leadership Best Practices research studies. These stop the dangerous “Revolving Door” phenomenon while simplifying the challenging and costly task of hiring extraordinary senior executives and staff. His exciting pioneering research study with Malcolm Baldrige National Quality Award Recipient CEOs yielded powerful Predictive Analytics that help organizations better define and measure their unique leadership needs, and then identify which individuals are most likely to achieve extraordinary results.

Dr. Cohen is proud to serve as the Founding Sponsor of the Harry S. Hertz Leadership Award in close collaboration with the Baldrige Foundation. He serves as a Board Member for the Mid-Atlantic Alliance for Performance Excellence (MAAPE), the regional Baldrige program serving PA, NJ, DE and parts of MD. Over the last 32 years, he has published and presented extensively to national, state and regional healthcare organizations including ACHE Congress, American Hospital Association, ASHHRA, Baldrige Quest, and HFMA. He earned his Masters and PhD as a Psychologist at Temple University.

Katie Boston-Leary is the Director of Nursing Programs at the American Nurses Association overseeing the Nursing Practice and Work Environment Division and Healthy Nurse Healthy Nation. Katie defines a healthy nurse as actively focused on creating and maintaining balance and synergy with physical, intellectual, emotional, social, spiritual, financial, personal, and professional well-being.

Katie challenges organizations to re-look at how they can bring well-being into the workspace where nurses spend most of their time. Katie shares recent research from 9,500 respondents where nurses rated their overall emotional health an average score of 3 out of 10. Throughout the podcast, Katie provides recommendations for building a culture where well-being is a top focus as well as free resources for you and your organization.

Research: https://public.tableau.com/app/profile/hunter.j.joslin/viz/COVID-19SurveySeries3/COVID-19SurveySeries3?publish=yes

Suicide Rates: https://www.usnews.com/news/health-news/articles/2021-10-25/nurses-have-suicidal-thoughts-more-often-than-other-workers-study

Resources:
Nurse Suicide Prevention and Well-being Initiative: www.NursingWorld.org
Healthy Nurse Healthy Nation: www.HNHN.org

Contact Information:
Katie Boston-Leary, PhD, MBA, MHA, RN, NEA-BC
https://www.linkedin.com/in/katiebostonleary/
Director of Nursing Programs
Nursing Practice & Work Environment
Healthy Nurse Healthy Nation

Justin Reed joins the podcast to share how he navigates the toughest challenges by turning them into opportunities for training and developing leaders. Justin is currently the Assistant Chief – EMS for Cy-Fair Fire Department. As the overall EMS Director, he is responsible for all activities involving the 140 full-time paid staff, 13 ambulances who respond to approximately 40,000 calls annually, covering a population of 640,000. Justin has over 15 years of progressively responsible experience delivering the highest quality of leadership, patient care, and customer service.

During the podcast, learn how sharing your expertise and experience can lowering the anxiety of those you serve. Justin shares how remote learning during the pandemic helped break down silos and the importance of communicating with humility. Justin shares one of his biggest challenges around compassion fatigue and how doing early interventions and providing well-being resources continues to make an impact.

ABOUT JUSTIN REED:

Justin Reed is currently the Assistant Chief – EMS for Cy-Fair Fire Department. As the overall EMS Director, he is responsible for all activities involving the 140 full-time paid staff, 13 ambulances who respond to approximately 40,000 calls annually, covering a population of 640,000. Justin has over 15 years of progressively responsible experience delivering the highest quality of leadership, patient care, and customer service.

Justin Reed is currently attending University of Pennsylvania’s Master’s of Health Care Innovation and is an honors graduate of Western Carolina University Emergency Medical Care program. He was recently recognized by the American Ambulance Association Top 40 Under 40 and is a Fellow of the American College of Paramedic Executives, 2020.

Justin has volunteered with numerous organizations including a non-profit organization, MyLifeSpeaks, in Haiti providing prehospital care, education, and equipment. He serves in numerous committees including the National Association of EMS Managers, where he is the immediate former Chair of the Quality and Performance Improvement Committee. As a thought leader, Justin holds various certifications and has taught both domestically and internationally with a strong passion for behavioral economics, change management, and prehospital care in Haiti.

Justin Reed, NRP, FACPE
Assistant Chief – EMS
Cy-Fair Fire Department
Justin.Reed@cyfairfd.org

Joining the Busy Leader’s Podcast is Dr. Stephen Beeson who is an author, physician, speaker and founder of Practicing Excellence. He and his company have helped hundreds of medical groups and hospitals across the country develop their clinicians in ways that transform the experience for those receiving and providing care.

Throughout this podcast, Dr. Beeson shares how they help clinicians, teams and leaders build new skills that help them experience more of those restorative moments of patient connectivity, team collaboration and leadership effectiveness. These are the moments that help people sore, and they can happen throughout an organization.

Learn how creating a sense of belonging may be the greatest burnout counter method there is and how providing people the skills to allow “team” to manifest, so much so that people wake up Monday morning excited to go to work and hang out with their tribe. This podcast will give you a greater understanding that we have dominion over the things that drive the human experience and how adjusting one’s is mindset and leadership approach are elements.

About Dr. Stephen Beeson

stephen@practicingexcellence.com

Dr. Stephen Beeson is a nationally recognized author, physician, and speaker.

A board-certified family medicine physician, Dr. Beeson practiced with the Sharp Rees-Stealy Medical Group in San Diego County for 18 years. During his tenure with the medical group, Dr. Beeson was selected by Sharp HealthCare leadership to serve as the Physician Director for the Experience,” an organizational commitment tooperationalize service excellence. Dr. Beeson’s patients ranked him in the 99th percentile nationwide, and the San Diego County Medical Society voted Dr. Beeson as one of San Diego’s best physicians for eight consecutive years. During this time, the medical group improved their patient satisfaction from the bottom to the top decile, won three AMGA Acclaim Honoree awards for clinical performance, and with Sharp Healthcare was the recipient of the Malcolm Baldrige Award.

Dr. Beeson’s first book, “Practicing Excellence A Physician’s Manual to Exceptional Health Care,” became a national bestseller that articulates a prescriptive “how-to” approach to improve physician performance to drive organizational success. In 2009, he released his second book, “Engaging Physicians: A Manual to Physician Partnership.” This critically acclaimed book takes system leaders on a staged journey to physician enrollment in organizational change efforts.

Most recently, Dr. Beeson founded Practicing Excellence, which builds skills to drive outcomes in well-being, patient experience, and leadership effectiveness. Built for busy clinicians, their micro-learning approach delivers short, evidence-derived, video-based coaching to clinicians, leaders, and teams through a mobile app. They partner with some of the nations’ largest health systems and medical groups to deliver coordinated skill-building programs that provide measurable results. Learn more at www.practicingexcellence.com.

Resources:

www.thegratitudegroup.com/

Gratitude Symposium talk by Dr. Stephen Beeson -Finding Gratitude When Life is Hard

The frontline care teams have been through one of the most challenging times in healthcare ever. Exacerbation of burnout, thoughts of retiring early, anxiety, depression, and PTSD have come into our beautiful healing profession.

In this session, we spend a few moments on the personal impact of what healt

What may be ordinary to you, is extraordinary to someone else. Bonnie and Mark Barnes, co-founders of The DAISY Foundation join the podcast to share the impact and the difference that recognition makes. The DAISY Foundation expresses gratitude to nurses with programs that recognize them for the extraordinary skillful, compassionate care they provide to patients and families.

The DAISY Foundation was created to express gratitude to nurses by the Barnes Family in their son Patrick’s memory.

Bonnie and Mark share the power of recognition and how compassionate care impacts the patient and the family. Hear stories about the little things that make the biggest difference and the how the role of a nurse has evolved during Covid.

References:

The DAISY Foundation

About the DAISY Award

Shining the Light on All the Right - The Story of The DAISY Foundation

The Gratitude Group - see presentations from The Gratitude Symposium that took place in May, 2021.

Research:

Hospital Visitation Restrictions Are Hurting Patients and Nurses — New protocols and COVID mitigation techniques can enable safe visitation by Karen Cox, PhD, RN, and Tejal K. Gandhi, MD, MPH - September 2, 2021

Beryl Institute Consumer Perspectives on Patient Experience 2021

People and Patient Center Approach with Melody Dickerson and Grace Greenan, Virginia Hospital Center

Virginia Hospital Center puts their people and patients at the center. By connecting to people’s values and helping them learn the skills to be successful, outcomes follow. Melody shares how rounding on patients and employees is a key step. She shares how relationship rounding is different from “drive by rounding” by having an intentional conversation to build rapport, find out what’s working well, who can be recognized and where improvements can be made. During this podcast, learn how frequency correlates to outcomes and how sequencing and hardwiring behaviors sets the framework for engagement with their employees. Grace discusses their leader orientation, culture day and how training creates the culture for engagement. Listen in to hear tips on creating an engaged workforce, how to connect to the values of employees and leading through a crisis.

Melody F. Dickerson, MSN, RN, CPHQ , Senior Vice President & Chief Nursing Officer, Virginia Hospital Centermdickerson@virginiahospitalcenter.com

Melody Dickerson is the Senior Vice President and Chief Nursing Officer at Virginia Hospital Center Health System, a 437-bed, not-for-profit Magnet teaching facility in the Washington DC metro area. A nurse leader for more than 25 years, Melody is a member of the American College of Healthcare Executives, the American Organization of Nurse Executives, and is the President of the Northern Virginia Chapter of the Virginia Nurses Association.

Melody leads the clinical and quality initiatives that advance high-value healthcare for the health system. Melody has played a critical role throughout the pandemic as the voice of the health system to the surrounding community, serving as one of the Hospital’s primary spokespeople for the region’s first drive-through COVID testing facility. Melody also led the Hospital’s effort to become a Level II Trauma Center earlier this year, filling a critical need in the community.

Grace Greenan, MA, LPC, Associate Vice President for People and Experience - Talent Management & Patient Experience, Virginia Hospital Centerggreenan@virginiahospitalcenter.com

Grace Greenan, MA, LPC has been a counselor for 18 years and a counselor educator for the past 5 years. She received her BA in Psychology from the University of Massachusetts and her MA in Professional Counseling from Liberty University. Grace currently works as an Associate Vice President for People and Experience at Virginia Hospital Center and maintains a private counseling practice. For her Ph.D. work in Counselor Education and Supervision with a focus on Organizational Development, Grace’s research has included a deep analysis of the supervisory relationship dynamic to determine if supervisor realism and genuineness predict an increase in staff willingness to report errors. Grace is passionate about positive psychology, employee and patient engagement, and leadership development. She is a member of the American Counseling Association, the American Psychological Association, and the Association for Counselor Education and Supervision. She is also a graduate of the Arlington Leadership Center for Excellence program.

Leadership is a mindset, not a skillset and it starts with purpose. Mike Harbour and Dr. Brian Haas join the podcast to share information about their presentations at The Gratitude Symposium as well as helpful resources for changing the mindset.

Mike is the founder and president of Harbour Resources, a leadership consulting, training, and talent management firm. During the podcast he shares 4 ways individuals can create a path of upward mobility in their life and leadership to experience more peace, more success, and more abundance in their life, business, and leadership of others.

Dr. Brian Haas is hospitalist, and physician leader and coach who explores how life stressors can deplete your emotional intelligence reserves and how this can negatively impact, your patients, your family, your friends and lead to burnout and dissatisfaction with your career. During the podcast Brian provides strategies to create an environment and culture to maximize the human potential.

Take a listen to learn valuable resources to help your mindset and replenish your emotional intelligence.

Resources:

Mike Harbour
The Gratitude Symposium Presentation - How To Use Gratitude to Raise your Altitude (47:03)
Tool - Action Guide
Brian Haas
The Gratitude Symposium Presentation - Your Emotional Intelligence fuel tank and how it is being depleted without you even knowing it. (37:47)
Blog Post - “What We Can Learn From Ted Lasso”

Books Referenced:

The Calling: Why Healthcare is So Special, by Quint Studer
The Fifth Discipline, by Peter Senge

Lisa is an international speaker, author, TEDx presenter, certified shamanic healer, guided energy practitioner and registered nurse.

Adrian is a global expert on organizational culture, and author of the New York Times and #1 Wall Street Journal bestsellers The Carrot Principle, All In and Leading with Gratitude. His most recent book is Anxiety at Work: 8 Strategies to Help Teams Build Resilience, Handle Uncertainty, and Get Stuff Done.

Lisa and Adrian join the podcast to share how creating a culture of empathy can lead to better organizations.

Lisa offers wisdom, insights and practical tools to attend to our spirit through “BUILD,” an acronym inspired by Lisa’s life experience of loss. She shares how to release fear, embrace love, value intuition and connect to each other as we explore aspects of leadership by leading ourselves first.

Adrian shares what you can do for yourself to help with your own anxiety and how to help those you lead. In addition, he shares his extensive research on why employees leave their job and how an employee’s resignation involves their relationship with their supervisor.

In this podcast learn how you can maximize your own potential and those you lead.

Resources:Lisa DeLong:

Miracles Manifest Through People: The healing power of spiritual exploration for healthcare professionals. (30:42) The Gratitude Symposium

BUILD

Adrian Gostick:

The Anxiety Solution: 8 Strategies to Help Teams Build Resilience, Handle Uncertainty, and Get Stuff Done (38:23) - The Gratitude Symposium

Forbes Article: “4 Ways To Beat The Great Resignation”

View Gratitude Symposium Presentations HERE

Being a good listener is the key to being a great leader. Executive Coaches and National Speakers, Linda Deering Dean and Don Dean join Quint this week on The Busy Leader’s Podcast to share their advice on how to become a more empathetic listener and an overall better leader.

Linda has a passion for improving leaders, employees, and organizations. She shares how in order for individuals to be great leaders they must be coachable—in order for people to be coachable we must let go of our egos. She highlights that great leadership starts with self-awareness.

Don emphasizes how being an empathetic listener, especially when it comes to patient care, can make a world of difference in patient satisfaction. Being a good listener starts with being present in a conversation. Don provides tips to ensure your patients know you are listening to them and making sure they know you care.

Resources:

Presentation from The Gratitude Symposium:

"Caring From The Heart" - Don Dean
"Outstanding Leadership is a Choice" - Linda Deering Dean

Book referenced: Compassionomics| Evidence That Caring Makes a Difference by Stephen Trzeciak and Anthony Mazzarelli

Looking to reconnect back to your purpose? Kristin Baird, President and CEO, of Baird Group, and Author, Speaker, and Healthcare leader, Jeff Atwood are on The Busy Leader’s Podcast this week to share the power of storytelling and the deep and impactful way it connects us to each other.

Kris explains how having a great patient experience starts with having a great culture; having a great culture retains talent. She says that the best way to build a great culture within your organization is by having an unrelenting focus on people as individuals. Healthcare organizations tend to spend more time recruiting new people rather than retaining the talent they already have. Kris empathizes that when we get to know our people better and listen to their stories, we then know how to coach and lead them better. Stories connect us back to our purpose.

Unlike Kris, Jeff never intended to get into the healthcare industry. It wasn’t until his daughter Madison was born that Jeff saw first-hand the difference that healthcare workers make each day. Going to doctor’s offices and hospitals regularly with his daughter, Jeff saw the impact that Madison’s story made on those who listened. He soon discovered the power of storytelling. Jeff explains how we must focus on the importance of telling stories because hearing and understanding the story of a patient can make all the difference in their care.

The is a must-listen for healthcare leaders, providers, workers, or anyone looking to connect back to their calling.

Calling all healthcare workers, leaders, and providers looking to reinvest in themselves and replenish their emotional bank accounts! Dr. Swati Mehta, adult hospitalist at Commonspirit Sequioa Hospital, California and Executive Director of Quality & Patient Experience at Vituity, a physician-owned and led partnership in acute care innovation that is committed to transforming healthcare for the benefit for all, is on The Busy Leader’s Podcast this week. Dr. Mehta share her tools and best practices for improving patient care and physician burnout.

Dr. Mehta started her journey in healthcare leadership about 10 years ago when she was a hospitalist and part of a 20-physician team. While on this team, her Medical Director unblinded each physician’s patient experience scores. Dr. Mehta shares how these scores became the catalyst for her building the best practices for herself and her team to improve patient experience while becoming the only minority leader in her organization.

Dr. Mehta set out to develop techniques designed to make improving patient experience and healing burnout among healthcare workers real and achievable. She shares some of her valuable tools such as the 6H Framework, which is designed to connect patients with their clinical teams; R.I.S.E., a technique to address healthcare burnout amongst your team; and R.E.A.L., a tool to connect with patients virtually. If you are looking to reinvest in yourself and your team this is the episode for you!

Connect:

Swati Mehta, MD, FACP , CPXP
Director of Quality & Performance
Patient Experience- Vituity
Chair- S.H.M Patient Experience Executive Council
Executive board member- S.H.M Bay Area Chapter
Mobile: 510.410.1991
www.vituity.com
Swati.Mehta@vituity.com

Tools and Resources:

6H Model for Human Connection ( S.H.M The Hospitalist August 2020)
6H model to connect with your team
R.I.S.E from Burn out like a phoenix!
COVID patient experience

Want to redefine how you and your employees think about diversity? Vincent Brown, President & CEO of V. Randolph Brown Consulting, a boutique global, management consulting consortium, is on The Busy Leader’s Podcast this week to discuss the meaning of diversity, equity, and inclusion in our companies and lives.

Vincent has been making strides in diversity, equity, and inclusion (DEI) for over 35 years after he and his two partners asked the question: “What can we do to create a more inclusive world?” Since then, DEI have been at the forefront of Vincent’s message. In this episode, he dives into how DEI is beneficial for business, customer service, and innovation. He mentions that inclusion starts with good leadership. For companies to truly embody DEI, leaders must role model the ideals they want to implement among their employees. Companies need to be willing to make inclusion a strategic priority to make a meaningful difference. The biggest takeaway you will leave with after this episode is how DEI is not about fixing problems but about taking advantage of opportunities for all. Vincent emphasizes that we are all human, therefore we will make mistakes, but the actions we take after our mistakes is where true change lies.

Vincent also mentions his latest book he co-authored with Dr. Janet Reid, Intrinsic Inclusion: Rebooting Your Biased Brain. The first 50 people to email me at Quint@QuintStuder.com will receive a copy of this book!

On this week’s episode of The Busy Leader’s Podcast, Dan Gentry, President and CEO of AUPHA, and Anthony Stanowski, President and CEO, of CAHME join me to discuss how their organizations are helping universities build better healthcare administration programs. The Association of University Programs in Health Administration (AUPHA) is a network of universities, colleges, faculties, and organizations committed to improving healthcare through healthcare management and education. As Dan says, it is the Big 10 of academic programs! AUPAHA is where academic faculty and staff come to be better teachers and leaders.

The Commission of Accreditation of Healthcare Management Education (CAHME) is a group of educational, professional, and other health sector organizations dedicated to improving the education around healthcare management and administration professionals. Put in simpler terms by Anthony, CAHME reviews the criteria and standards of programs that are educating future healthcare leaders to ensure they are meeting these said standards. He dives into the specific of these standards and what it means to be an accredited program by CAHME.

Together, both Dan and Anthony discuss how their organizations coped during the pandemic and what the future has in store for their members. Whether you are a student, educator, leader, or individual in healthcare, this is an episode you will want to listen to.

Have you experienced stress or anxiety at work? Chester Elton, Author and Executive Coach, is on The Busy Leader’s Podcast this week to explain how leaders can help their employees with mental health issues. Chester talks about his books he co-authored with Adrian Gostick, Leading with Gratitude: Eight Leadership Practices for Extraordinary Business Results, and Anxiety at Work: 8 Strategies to Help Teams Build Resilience, Handle Uncertainty, and Get Stuff Done. He dives into how the most important thing we can do as leaders is normalize the conversation around mental health because you can’t solve a problem you can’t talk about. He also emphasizes that the most essential skill we must have as empathic leaders is the ability to listen to our employees. When employees feel comfortable and heard, organizations thrive. If you are looking for tips and best practices on how to open the conversation about mental health with your employees, this is the podcast for you!

The first 50 people to email Quint@QuintStuder.com will receive a copy of one of the books mentioned above.

Click HERE for books and resources.

About Chester Elton:
Chester Elton’s work is supported by research with more than a million working adults, revealing the proven secrets behind high performance cultures and teams. He has spent two decades helping clients around the world engage their employees in organizational strategy, vision and values. In his inspiring and always entertaining lectures, Chester provides real solutions for leaders looking to build culture, manage change and drive innovation.

Chester is co-founder of FindMojo, a global assessment company, and author of multiple award-winning New York Times, USA Today and #1Wall Street Journal Bestsellers All In, The Carrot Principle, Leading with Gratitude, and Anxiety at Work. His books have been translated into 30 languages and have sold more than 1.5 million copies.

Chester has been called “fascinating” by Fortune and “creative and refreshing” by the New York Times. He appeared on NBC’s Today Show, CBS 60 Minutes, and is often quoted in Fast Company, Newsweek and the Wall Street Journal. In 2021, Global Gurus research organization ranked Chester among the world’s top leadership experts and organizational culture experts. He is a member of Marshall Goldsmith’s 100 Coaches pay-it-forward project and serves as a board member for Camp Corral, a non-profit for the children of wounded and fallen military heroes.

Some of Elton’s clients include GE, Novartis, Duracell and Pepsi. As an executive coach, he has helped high potential leaders at American Express, Cubic, and the World Bank

Connect with Chester:https://twitter.com/chesterelton?lang=en
https://www.youtube.com/channel/UCCK77lFrQJv8ql7t2yrwonA
https://www.linkedin.com/in/chesterelton/
https://www.facebook.com/ChesterElton/
https://www.instagram.com/chester.elton/

Anxiety at Work: 8 Strategies to Help Teams Build Resilience, Handle Uncertainty, and Get Stuff Done

Leading with Gratitude: Eight Leadership Practices for Extraordinary Business Results

What makes a good mentor? Bert Thornton, former President and COO of Waffle House, and Mort O’Sullivan, former Managing Member of the Gulf Region of Warren Averett, have the answers to this question on this week’s episode of The Busy Leader’s Podcast! The two dive into the importance of having a mentor and how meaningful it is to be one. They explain that asking for mentorship can be a simple as asking someone to join you for a cup of coffee. Mentoring is more than just business advice, it is coaching, training, and valuable life lessons. Bert and Mort share how the most powerful mentoring tool is merely asking an instructive question. With the extensive knowledge and experience that these two have, you will be sure to have some great takeaways from this episode!

Resources:
Studer Community Institute Accelerate Roundtables
Studer Community Institute - The Spring VMS Mentoring

About: Mort O’Sullivan - click here
About: Albert S. (Bert) Thornton
Albert S. (Bert) Thornton was born in New Orleans, LA in 1945 and grew up in Tampa, Florida. He played football at T. R. Robinson High School, where he was President of the Student Body and attended the Georgia Institute of Technology on a full football scholarship. Bert was a member of the Alpha Tau Omega fraternity at Georgia Tech and graduated in 1968.

Bert served two years as an artillery officer in the United States Army and served one tour with the 5thBattalion, 2nd Artillery in South Vietnam.

Upon separation from the service, he worked as a systems analyst and salesman in NCR’s IT Division, and in 1971, Bert joined Waffle House as a manager trainee. Four years later, he became a Vice President. In 1994, he was elected to the Board of Directors. For over 40 years, Bert worked with both Company and Franchise Operations in Waffle House and in 2004 was named President and Chief Operations Officer of Waffle House, Inc. Today, he is the retired Vice Chairman Emeritus of Waffle House.

Bert is also very active at Georgia Tech, serving from 1996-2000 as a member of the Alumni Association Board of Trustees. In 1999 he chaired Tech’s highly successful $7.8 million dollar annual giving “Roll Call” initiative, and was named President of the Alumni Association in 2001 and 2002. He has been a member of the Georgia Tech Foundation Board of Trustees since 2001 where he has served on the Finance, Development and Stewardship Committees. In 2016 Bert received the Joseph Mayo Pettit Alumni Distinguished Service Award, the highest award conferred by the Georgia Tech Alumni Association.

Bert is a member of the board of directors of The Studer Community Institute in Pensacola, Florida and is an Entrepreneur in Residence at the University of West Florida, College of Business- Center for Entrepreneurship.

Bert also has an Advisory Board role with The Museum School of Avondale Estates, a charter public elementary-middle school in DeKalb County, Georgia. He is a former trustee of the school and was honorary chair for The Museum School’s successful 5 million dollar expansion capital campaign.

He is the recent author of the book Find an Old Gorilla, a handbook for the development of emerging leaders.

Bert lives in Perdido Key, Florida with his wife, Kathy, who devotes her time to several “not for profit” organizations. Kathy and Bert have three daughters: Aspen, Chaice, and Mayson. All three girls are very successful graduates of Georgia Tech and members of the Alpha Delta Pi sorority.

Brian Cunningham, CEO of Wahiawa General Hospital in Hawaii is on the Busy Leader’s Podcast this week. Brian shares with Quint his journey in healthcare—from starting as a hospital parking lot attendee to becoming (what he is now) hospital CEO. The two discuss the biggest key to leadership: awareness. His most recent book, Our AQ (Awareness Quotient): The Missing Link to Extraordinary Leadership and Life covers how to understand and use our AQ to become better leaders, which he explains. Brian also mentions his other publication, The Leadership Revolution: Because Evolution Takes Too Long where he defines the importance of laying out the natural developmental progression of leadership and sequencing you own development. This is an episode aspiring leaders everywhere won’t want to miss!

About Brian Cunningham, MBA
Brian is a student of leadership and life. Starting out as a Parking Lot Attendant at a large hospital in Philadelphia, he has worked through every level within this complex industry, eventually working his way to serve in the role of CEO. Throughout this journey he purposefully studied the leadership/followership dynamic to understand both the illusions and deeper realities of leadership service.

As a life-long learner, Brian has earned two clinical degrees and an MBA; while also reading and studying hundreds of books and articles on personal growth, leadership and spirituality; attending numerous workshops, retreats and certification courses led by experts in their fields; and continuing to practice and integrate these experiences into real life.

At a point on this journey, while immersed in seeking a more effective and integrated approach to leadership service, the full developmental progression of our growth as a leader began to “emerge” to Brian… who then organized these findings into a unique and practical framework that others can use to develop their own expression of leadership mastery. The AQ Model of leadership development is detailed in his book, The Leadership Revolution: Because Evolution Takes Too Long. While the fundamentals of our AQ (Awareness Quotient) are illuminated in his groundbreaking book, Our AQ (Awareness Quotient): The Missing Link to Extraordinary Leadership and Life.

As an active Leader in today’s complex healthcare environment, Brian understands the real challenges and the amazing opportunities that these complexities present to us, and he is here to share his visionary yet practical approach to taking our leadership service to the highest levels.

https://awarenessquotientleadership.com

The Leadership Revolution: Because Evolution Takes Too Long

Our AQ (Awareness Quotient): The Missing Link to Extraordinary Leadership and Life

Quint and Liz together again is something you won’t want to miss! Having worked together since 1993, it’s always fun to hear them talk about their early days together (where they often did NOT see eye to eye). It’s no surprise that they have both turned their attention to helping healthcare workers through the pandemic. Liz talks at length about WHY those in healthcare are reluctant to ask for help when they need it and the enormous guilt they feel around not being available for their children and their families. She offers tools and tactics for those struggling, as well as tips for leaders on what they can do to make a real difference in the lives of their employees. As a former ER nurse turned national speaker, you can bet Liz’s ideas are always super practical, highly impactful and easy to implement.

Resources:
https://www.lizjaz.com

In May, Liz will be presenting at The Gratitude Symposium, a free month-long series of online presentations from 45 well-known experts meant to thank, teach, and inspire those in healthcare.

Her session is entitled “Stressed! Who me? Selfcare for the Selfless .” All you have to do is register to view the material, and you can watch the videos on your schedule. Information on how to register can be found at www.thegratitudesymposium.com/.

To make it easy to register your entire workforce or student body, please contact Nicole Webb Bodie at Nicole@QuintStuder.com or 850-748-2027.

Stressed! Who me? Selfcare for the Selfless
In this important and timely presentation, Liz will focus on the importance of self-care as a critical and necessary survival skill for all of us deemed “essential workers.” As practiced and skilled that we are in helping others, often we are not so great at helping ourselves. In fact often just the term selfcare brings up feelings of discomfort and guilt. All participants will benefit from tactics and techniques shared in order to recognize stress in its early stages, implement both emotional and physical selfcare strategies and most importantly keep ourselves from sliding into negative self-destructive habits. She concludes with a straightforward approach to the importance of our collaboration with others in fostering a healthy work environment by focusing on our strengths as individuals as well as the abilities of our teams

Objectives - Discover the importance of selfcare as a necessary practice. - Acquire strategies in managing stress. - Discuss the impact of replacing guilt with pride.

This week Quint talks with Jason Wolf, PhD, CPXP, from The Beryl Institute, an organization committed to elevating the human experience in healthcare through research and the sharing of best practices. They focus on patients and families, as well as those who work in healthcare and the communities they serve.

In this episode, Jason shares with Quint the latest research from the Institute around understanding the human experience in healthcare. He reveals which ideas gained strength during the pandemic, as well as upcoming trends, including the growing acknowledgment of patients as consumers, a bigger spotlight on the healthcare workforce, healthcare inequities and disparities, the importance of communities, and how all these things impact the human experience in healthcare.

In May, Jason will be presenting at The Gratitude Symposium, a free month-long series of online presentations from 45 well-known experts meant to thank, teach, and inspire those in healthcare.

His session is entitled “To Care Is Human: Elevating the Human Experience in Healthcare and Beyond.” All you have to do is register to view the material, and you can watch the videos on your schedule. Information on how to register can be found at www.thegratitudesymposium.com/.

To make it easy to register your entire workforce or student body, please contact Nicole Webb Bodie at Nicole@QuintStuder.com or 850-748-2027.

To Care Is Human: Elevating the Human Experience in Healthcare and Beyond

In this talk, Jason Wolf discusses how healthcare at its heart is built on a simple premise: We are human beings caring for human beings. This idea is grounded in the reality that both those who seek care and those who provide it agree that what matters most is the relationships they build through listening and communicating clearly, teamwork, and respect. The evidence shows that with a commitment to caring and to the human experience provided in every healthcare encounter, healthcare organizations can and will achieve the quality and financial results desired and the loyalty they seek. In the end, the humanity on which healthcare is built may be its greatest key to success.

Resources:
Consumer Perspectives on Patient Experience 2021
This report is a follow-up to The Beryl Institute’s 2018 study, Consumer Perspectives on Patient Experience 2021 reveals the qualities healthcare consumers look for in a healthcare experience remains much the same, even during a global pandemic. The data also provides a clear call to action. In order for healthcare providers to remain viable and competitive long-term, they must reinforce their efforts to deliver an exceptional experience and focus on being genuinely patient/consumer-centered.

Susan Keane Baker, MHA, is a powerhouse when it comes to simple ideas that pack a big punch. She covers creative ways to connect with employees, set and manage goals, improve team morale (instantly), create the habit of putting people before process, and creative ways to get employees to learn and live the values of your organization. She also includes simple tips on how to greatly improve your organization’s telephone skills (and why you should)!

Susan realizes that it’s the moments that matter. In one of her latest tools, Split-Second Kindness—Making a Difference When Time Is Limited, she offers up ideas that make a big difference, but don’t take a lot of time. She is known for providing practical, relevant content in a dynamic and enthusiastic manner and is on a mission to harvest and share best practices. She not only shares great ideas but also some of her best tools for creating a culture brimming with satisfaction.

In May, Susan will be presenting at the Gratitude Symposium, a free month-long series of online presentations from 45 well-known experts meant to thank, teach, and inspire those in healthcare.

Her session is entitled “How to Use the Four Habits to Create Memorable Experiences.” All you have to do is register to view the material, and you can watch the videos on your schedule. Information on how to register can be found at www.thegratitudesymposium.com.

To make it easy to register your entire workforce or student body, please contact Nicole Webb Bodie at Nicole@QuintStuder.com or 850-748-2027.

Books Referenced:

Split-Second Kindness—Making a Difference When Time Is Limited by Susan Kean Baker
You'll Never Believe What Happened to Lacey by Amber Ruffin and Lacey Lamar
Getting Things Done By David Allen

Tools:

Quarterly Goals Template
Visit https://www.susanbaker.com for additional tools

Tom Dahlborg is all about helping others. He’s gifted at taking what he’s learned, capturing the lessons and then sharing them with others. In this week’s podcast, Tom talks about his two books that captured some important take-aways during two really tough times in his life.

In his first book, he talks about the experience of watching his son being bullied (mostly by adults) to the point where he tried to take his own life. In the Big Kid in Basketball…and The Lessons He Taught His Father and Coach, he talks about what parents and coaches should know about bullying, kids in trouble and how these adverse childhood experiences affect us as adults.

In his second book, From Heart to Head & Back Again … a journey through the healthcare system, he takes us through his experiences as both a patient who was told he would never work again and get in line for a heart transplant ... and as a health leader with a mission to fix the brokenness of healthcare system.

With more than 35 years in healthcare leadership, Tom brings a very unique perspective and is able to share stories and reflections that not only inspire us, but they show us what real caring looks like in action. His real gift is connecting the head to the heart. Tom says that by bringing “love in action” in all we do, we not only deliver better patient care, but it also keeps our flames of goodness burning bright as healthcare workers and leaders.

In May, Tom will be presenting at The Gratitude Symposium, a free month-long series of online presentations from 43 well-known experts meant to thank, teach, and inspire those in healthcare.

His session is entitled “Gratitude in Action…a Foundation for HealthCARING.” All you have to do is register to view the material, and you can watch the videos on your schedule. Information on how to register can be found at www.thegratitudesymposium.com/.

To make it easy to register your entire workforce or student body, please contact Nicole Webb Bodie at Nicole@QuintStuder.com or 850-748-2027.

Resources:
https://tbkid.org
https://www.health-caring.org
Tom Dahlborg Cell - 207-747-9663

Can you have fun and make money? Southwest Airlines says YES, you can and shows us how it’s done.

This week Quint hosts Tony Brigmon, the former “ambassador of fun” at Southwest Airlines. Tony worked closely with Herb Kelleher, former Southwest CEO, to create a legendary business culture that totally disrupted the airline industry.

Tony describes how Herb’s uncanny ability to connect with and engage employees created a culture that led to outrageously great customer service, legendary productivity, and profitability.

Love, gratitude, and the Golden Rule were the foundation for all business interactions. Basics like hire for attitude, train for skill; put employees first, customers second; allow people to be themselves; and leave your ego at the door created one of the most engaged workforces and sustainable cultures in modern-day business history. Join Tony and Quint to get the inside scoop on how Southwest did it.

Dr. Marcus Chacos not only runs a thriving medical practice and is a very successful author, but he also spends much of his time studying and teaching others how to optimize performance and accelerate results. Dr. Chacos says no matter your profession, be it healthcare, business, or sports, the same principles apply. At the heart of his approach is tapping into the wisdom of others who have done what you are trying to do.

In this podcast, he explains how to find and really leverage a great mentor and how to tap into the multiplier effect of a mastermind group, which are incredible ways to greatly accelerate performance. He believes when you find a group where you are loved and cared for, it’s a huge performance driver. In fact, he believes that loving and connecting with people is the heart and soul of all high-performing organizations. He admits he regularly tells his patients and his employees he loves them and seeks to get to know them on a personal level, both of which traditionally have been taboo in business. This podcast is full of great ideas and tactics for improving performance and creating powerful connections with others, two things he feels are inextricably intertwined.

About:
Dr. Marcus Chacos is a chiropractor with twenty-four years of clinical experience specialising in family wellness care and arthritic conditions. He is the bestselling author of The Arthritis Solution as well as two other books.

Dr. Chacos has presented on chiropractic philosophy at events like The Philosophy Symposium and The Remarkable Practice Immersion events. He is passionate about chiropractic philosophy and guarding Our Sacred Trust The author of the 40 Tests of The Philosophical Chiropractor Dr. Chacos serves the mission of chiropractic with passion.

Dr. Chacos founded Chiropractic Education Online, a non-profit organisation designed to raise funds through chiropractic education for chiropractic institutions dedicated and committed to serving vitalist chiropractic. Dr. Chacos has hosted the Neuroscience of Chiropractic and Family Wellness Super-Conference events bringing together the leading chiropractors in the field to raise funds and education opportunities for the chiropractic profession.

Dr. Chacos speaks internationally and has appeared on health summits with his keynote on The Total Healing Blueprint as well as business summits such as the Marketing and Practice Growth Summit with Brandy Kinnear and Dr Krista Burns Practice Growth Challenge.

Dr. Chacos is also the founder of Chiro Author Mastery that teaches chiropractors how to write, publish and promote a bestselling book to help them grow their practice, establish their authority and deliver profound and life changing care.

Employee engagement has always been important, but now with a virtual workforce, it’s even more vital that people stay connected to the workplace and to each other. But it’s never been harder. NYT best-selling author Kevin Sheridan is on the podcast this week to share some of his best practices as they relate to leadership in this whole new world.

Sheridan talks about the role of culture in keeping people engaged, particularly during stressful times. One major, but often overlooked, component of a positive company culture is having fun in the workplace. Research shows that companies that make fun a part of their culture have much lower burnout rates and less turnover. Sheridan shares great examples of companies that have made fun a measurable part of their culture. Quint and Sheridan share real-life stories where “fun” not only made the employees happy, but it became part of the company’s brand with customers. You’ll not only get solid research on the benefits of fun but also some great ideas for making fun part of your business plan.

Resources:

https://kevinsheridanllc.com
Blog Post - The Importance of Adaptability In Your Next Hire
Kevin Sheridan's Books
Peter Drucker, The Daily Drucker: 366 Days of Insight and Motivation for Getting the Right Things Done

Five years ago, Harold Griffin, Jr., left a comfortable corporate job to go to work in his family business. At the time, the limousine and transportation company had four employees and $100,000 in revenue. Today, the company has a yearly revenue of $3.8 million and has 73 employees.

On this week’s podcast, Griffin shares with Quint how he achieved this unprecedented growth. He talks about how having a mentor (Bert Thornton, former Waffle House CEO) and how being part of a business roundtable (other company owners who meet regularly) changed his life. His mentor and the other business owners talked openly about their mistakes, from which he learned so much. They also encouraged him to seek out training on all the things he didn’t know. This led to a major revelation and a pivot in the services the company offered. Griffin and his family successfully built a business and created a solid brand that differentiated them from competitors.

He talks about the role great employees played in their success and how they implemented a hiring and onboarding process that is the gold standard in finding and keeping the best talent. He also shares how he transitioned from working “in” the business to working “on” the business (book referenced E-Myth Revisited) and all the valuable lessons he learned along the way.

About Harold Griffin, Jr.

Harold Griffin Jr, was born and raised in Pensacola, FL. In 2009, Harold graduated from Tate High School. After graduating, Harold moved to Tallahassee, FL to attend Florida A&M’s School of Business. While in college Harold worked full-time and went to school full-time year-round. In the Fall of 2013, Harold graduated with honors from Florida A&M with a Bachelors in Accounting and a Minor in Business. After graduating Harold turned down a promotion at First Commerce Credit Union and returned home to Pensacola to be with his son Cayden and his family. Once back in Pensacola, Harold applied and was hired by Navy Federal Credit Union. In September of 2015 Harold resigned from Navy Federal to build & grow his family’s transportation company with his father (Harold Griffin Sr.) and his brother (Braxton Griffin). In the first year they doubled the size of the company and became more profitable. In year 2 the company exceeded the $1 million mark in revenue.

Harold, is the Director of Business Development and Co-Owner of ITL Solutions. Over the past 2 years Harold and his brother Braxton Griffin grew ITL Solutions from 5 employees to now employing over 75 people. During this time, Harold has successfully managed and negotiated contracts & projects for ITL totaling over $15 million. ITL Solutions is a transportation management companies that manages, coordinates and provides non-emergency transportation services for both private and public entities.

When we think of courage, we often think Medal of Honor kind of bravery. But according to Joe Tye, this week’s podcast guest, there are many examples of everyday courage to be noticed and celebrated. Think of the courage of a housekeeper who goes into a hospital room to clean after a COVID-19 patient has been there so they can bring in another patient, the courage of a nurse who sits with a dying patient and an iPad while they say goodbye to their family, the courage of a grocery store clerk who checks out the person not wearing a mask. There are countless examples.

From all his work inside hospitals, Joe could see that COVID was pushing them to the brink. Depression and anxiety were rampant. He started to think about what he could do to help, as he could see they were struggling. Joe’s latest initiative, Everyday Courage for Extraordinary Times, provides some answers.

The program consists of videos, e-books, and supplemental materials designed to help employees navigate today’s challenging world. It features 21 videos (11 minutes each), which are short conversations on courage and perseverance. The videos show people that they are doing extraordinary things and encourage them to keep pushing forward. Video and e-book themes include:

How to manage anxiety, fear, and worry, which are three different emotional states
The difference between fear and courage
How to confront irrational fears and choose emotional battles wisely
How to reprogram negative self-talk
How to leave behind negative emotional baggage
Staying on top when the world is upside down

Joe Tye is the leading authority on values-based leadership skills cultural transformation. He is the author or coauthor of 15 books, including his newest release, Building a Culture of Ownership in Healthcare.

Resources:

“Everyday Courage for Extraordinary Times” Nursing Management, January 2021

Everyday Courage for Extraordinary Times program flyer

Building a Culture of Ownership in Healthcare: The Invisible Architecture of Core Values, Attitude, and Self-Empowerment

Why Innovations Fail and the Blueprint for Getting Them Right

This week’s podcast features an interview with Regina (“Regi”) Herzlinger, theNancy R. McPherson Professor of Business Administration at Harvard Business School. (She was the first woman to be tenured and chaired at Harvard Business School.) She initiated the courses in healthcare at HBS and was the first faculty member to be selected by the students as their best instructor. In 2018, she was awarded the prestigious ACHE Honorary Fellowship, which represents the leaders of America’s hospitals, and was one of the 100 Most Influential People in Healthcare—World Edition by Grupo Midia.

Her new book,Innovating in Healthcare (Wiley, May 2021), focuses on how the healthcare industry (from hospitals to start-ups) can better implement new solutions that lower costs while increasing quality and access.

(The first 100 people to email Quint will receive a copy of the book. Email Quint@QuintStuder.com.)

As one of the world's leading authorities on healthcare innovation, Dr. Herzlinger explains how innovation is the key to solving our biggest problems. Healthcare accounted for 18 percent of the 2017 GDP and will likely reach nearly 20 percent by 2025, while hospital-induced deaths have skyrocketed, and tens of millions of people remain uninsured. She says we need innovations in healthcare that can meet these needs.

She talks about why many past innovations have failed to cut costs or solve our biggest problems and why we have to rethink how we view innovation, and she provides a ton of real-life stories to showcase her point. She gives the framework for how to tell a good innovation from a bad innovation and provides a tool kit for how to successfully innovate (either a product or service), including the right questions to ask before you even get started.

This is a must-listen for healthcare execs, providers, students, or anyone interested in how to successfully innovate in any industry.

Innovating in Healthcare: Creating Breakthrough Tech, Services, Drugs, Products, and Business Models

This week, Quint talks to Kevin Reichard, the publisher of August Publications, which does several sports, business, and active living websites. They are probably best known for publishing Ballpark Digest. Kevin unfolds the story of his wildly unpredictable career, the lessons he learned, and how some risky decisions he made paid off. (Luckily, he didn’t realize they were big risks at the time.) He showcases how every experience you have sets you up for the next chapter, as long as you make a point to learn from it.

This was a tumultuous year for baseball. The year 2020 was supposed to be a banner year for new ballparks, and they were excited to be covering it. While they missed out on that and on the award season, Ballpark Digest reports that visitors are up 26 percent (even with no games being played this year). The fact that they are a trusted brand, provide good (and diverse) products, and are known for excellence in their practices has allowed them not just to survive but to thrive. When times are hard, a history of excellence helps you manage change and weather storms.

Kevin also talks about how important it is to find your passion. While he didn’t grow up as a “baseball kid,” he got into it as a way to pass the time while he was traveling for his job. But it’s one of his breakout projects at August Publications that reflects his true passion: YellowstoneInsider.com. This site and the Yellowstone Insider for Families book helps visitors plan to have the best experience at Yellowstone National Park. It’s a great example of something that doesn’t seem to “fit” with the rest of his product offerings, but because he is passionate about Yellowstone (and the service journalism it provides), it has been very successful.

How to create the Disney Experience inside your organization with Jake Poore

This week Quint welcomes Jake Poore to the podcast. Poore spent nearly two decades at the Walt Disney World Company in Florida helping to recruit, hire, train and align their 65,000 employees toward one end goal: creating memorable experiences for individuals. He has taken what he learned there and now teaches hospitals (and companies) how to create an incredible patient/customer and employee experience. His book, 99 Lessons Learned from Disney To Improve The Patient Experience, is full of great ideas.

Poore is best known for helping organizations with easy-to-implement basics that lead to a first-class operation. On the podcast, he talks about how to weave safety, compassion, courtesy and excellent service into everything you do. He says the best way to do this is to ask your employees for ideas, as they are often masters of creativity and innovation. They are also close to patients and customers, so they see how the little things we hardwire can make a big difference. (Poore has great ideas on how we can show people we are happy, even though they can’t see our smiles behind our masks!)

As for leaders, he really drives home how important it is to stay connected to employees, patients, and customers with a good, solid communications plan and a good scout (who keeps you close to what’s happening in your organization). This not only keeps everyone informed in a highly fluid, stressful situation, but it also relieves anxiety. He says to treat your efforts to stay connected like a morning talk show.

Poore also talks about how he used 2020 to make his own company better. He’s a master at creating simple, easy to implement ideas and tactics that create big impact.

This week Quint talks to Jill Miller, president of Bethesda Inc., a Cincinnati, Ohio-based organization devoted to transforming health and healthcare. Their focus is on vulnerable populations, the ones likely to be left behind and disproportionately impacted by events like the COVID-19 pandemic.

In this podcast, you’ll get an insider’s view as to how they effectively utilize grants to leverage assets, promote collaboration, and drive innovation with healthcare partners in various communities. They aren’t looking for quick fixes, but high-impact projects. Jill talks about their decision to invest in multi-year, multi-million-dollar projects, because they know it takes a while to get programs off the ground.

Bethesda doesn’t just focus on healthcare delivery; they have a real interest in the social determinants of health. According to Jill, around 20 percent of your health equation is tied to healthcare delivery. The other 80 percent is tied to pieces like genetics and behaviors. But at least 50 percent is tied to those social determinants of health, where you work, live, play, learn. They know that in order to transform healthcare, they can’t just focus on what goes on inside the hospital walls; they really have to look at issues beyond that and work in partnership with the community.

Jill shares about their latest focus: integrating behavioral health into primary care. Experts say that a behavioral health crisis is on the heels of this pandemic—and they’re doing all they can to prepare for it and alleviate it.

What happens when two baseball lovers get together? They talk about how to run a better business! This week Quint talks to JJ Cooper, the executive editor of Baseball America. This isTHE information source for baseball lovers. It covers baseball at every level and is currently published in the form of a bi-weekly newspaper, five annual reference book titles, a weekly podcast, and a website.

This has been a tough year for baseball, and many of the things they normally cover were canceled. JJ talks about how Baseball America has become adept at managing change and how 2020 forced them to get even better.

JJ has a lot to teach business owners through the lessons he has learned in his position. He talks about what it was like to navigate the transitioning of the magazine to new owners, what it took to merge the two cultures, and the importance of transparent communication in his journey.

He also discusses the role of culture and process in baseball and how it really defines an organization. The same is true inside a company. He talks about how easy it is to do long term damage to your culture, tearing down in five minutes what took five years to build. The culture of caring is so prevalent in great organizations. Many of the people who work in baseball are incredibly passionate, often working long hours. As long as they know the people at the top value their work and care about them, they will do virtually anything.

JJ’s take on how Baseball America stayed strong during COVID and the baseball shutdown was especially interesting. It’s a subscriber-based business and the product it focused on was gone. Yet they continued to deliver a good product and traded on their strong sense of community. In fact, in some cases loyal fans would donate a subscription to someone who could no longer afford it. When you stay true to what you do well, you can weather almost anything.

Caravan Health helps clients align their efforts in three key areas: clinical needs, operational execution, and business realities. In this podcast Quint talks with Tim Gronniger, CEO of Caravan Health, who unveils his company’s highly successful model for helping healthcare organizations thrive in an incredibly tough environment.

His company shares the expertise and best practices clients need to navigate the complex Accountable Care Organization (ACO) system while reducing administrative risk and freeing themselves to do what they do best: practice patient care. Not only does Caravan help create the ACO, they stay with clients long-term and offer ongoing guidance. Tim explains how players of all sizes can better understand and leverage their data and implement survival strategies like sharing resources, expertise, and technology…while reaping the benefits of scale.

When Peter Mougey at Levin Papantonio decided to utilize the employee engagement survey with his department within the law firm, he knew it was a good investment. He thought he would learn how motivated and engaged his employees were and how they felt about their work experience and the firm in general—and he did learn. The big surprise was all the other insights revealed by the survey.

In this conversation with Quint, Mougey delves into the deeper truths the survey revealed about his firm: its strengths and weaknesses, where communication shortfalls lay, the flaws in how performance was assessed and progress gauged, and more. He also talks about how they used the findings to revamp their processes, create great new tools, and build a stronger infrastructure.

The culture that grew from this survey is one where people are more aligned and engaged, where collaboration happens on a deeper level, where performance and progress improve year after year. The changes have allowed the firm to work successfully on some of the biggest, most complex cases in the country. And as a bonus, Mougey has become a much better leader in the process.

If you’ve never considered the benefits of seeking real and honest feedback from your employees, this podcast will convince you that it’s a true game-changer.

Tiffany Pham’s grandmother was an entrepreneur who built companies across Asia. As she ran newspapers, restaurants, and resorts, she worked hard to provide others in need with information and opportunities. She was an incredible role model. On the day her grandmother passed away, Tiffany made a promise to her that she would spend the rest of her life working toward the same goal and mission…helping others.

Tiffany spent some time in the corporate world, learning everything she could and building her skill set. She also had a few side hustles to help fill in the gaps, all the while wondering how she could ever follow in her grandmother’s footsteps. Then the idea came to her. She taught herself to code at her kitchen table and started Mogul. Within a few weeks, she knew she had found her passion, so she quit her super safe corporate job and took the risk of a lifetime. It was that day that began fulfilling that promise to her grandmother and creating a company that is on the forefront of helping others, particularly women.

Tiffany doesn’t just long for diversity, she creates it! Mogul is now the premiere platform for connecting companies to diverse talent. By joining Mogul, you get access to a supportive community, job opportunities from Fortune 1000 companies (along with a methodology match to make sure you are a good fit), access to events all the world, workplace research and a Learning Library where you can further develop your skill set. They serve entry level to the most senior-level women worldwide and long-time clients include Amazon, IBM, Intel, Deloitte, Stanley Black & Decker, Nike, McKinsey, Bain, and more. Mogul has been praised by Sheryl Sandberg and referred to as "the perfect business" by Melinda Gates.

Tiffany is also the best-selling author ofYou Are a Mogul. In this podcast, she talks about the journey of taking risks (Note to self: live cheaply so you can afford to!), attracting world class investors and mentors, and being able to grow a company around something you are truly passionate about.

In 2008, Harold Dawson, Jr. was at the top of his game professionally. He was managing three quarters of a billion dollars in development and had nearly 40 employees. Then came the crash of 2008 and everything changed. He lost nearly everything, dropped down to three employees, and had to totally remake himself in the business world.

In this podcast, he talks about that journey, what he learned about himself and success, and how he used the circumstances to take a long, hard look at whom he had become.

Now with COVID-19 and the loss of a best friend and business partner, he’s experiencing his second great awakening. He talks about giving up the illusion of control and predictability; how to find the opportunity in adversity; and why he believes the ability to learn, unlearn, and relearn might be the greatest skill set anyone can have.

Join Harold and Quint as they talk about how to get off autopilot and really engage in life and work; how to manage bitterness, anger, disappointment, and fear; and why this quote from Viktor Frankl changed his life: “When we are no longer able to change a situation, we are challenged to change ourselves.”

The podcast is filled with resilience hacks, necessary mind shifts (new ways to think about things) and tactics to help manage the uncertainty and change we are experiencing and begin the personal transformation to help create a life worth living.

Harold can be reached at harold.dawson@thedawsoncompany.com

Resources:
Mindfulness Practice/Training
Resources: Calm App; Omvana App; Emotional Intelligence Mindfulness Handbook Harvard Business Review (2017)

Gratitude Practice/Training
Resources: Happify App; Forbes July 2016 Article; Lifehack.Org

Stoicism Practice/Training
Resources: Marcus Aurelius’s Meditations (Translated); Ryan Holiday’s The Daily Stoic And The Obstacle Is The Way

In this interview Quint Studer talks to hospital CEO turned trauma expert Diana Hendel. After experiencing a deadly workplace shooting, Diana began studying how trauma impacts individuals and organizations. In assessing COVID-19 she quickly realized it has all the hallmarks of a traumatic crisis. This surprises people because they think trauma is a single horrific event. But the pandemic is traumatizing employees, leaders, and entire organizations—and all of us, collectively, as a nation.

Diana says it’s vital to make the distinction between stress and trauma. With short term stress, employees can usually power through. But once we cross over into trauma—and the duration, intensity, and frequency of change we face now makes this far more likely—we must treat the problem differently. Coping and building resilience is very important but insufficient alone in dealing with trauma that affects an entire organization. (Not that they don’t work.)

In this interview Diana reveals some of the ways trauma manifests in individuals and companies. And she discusses some tools and tactics that can help leaders of all types of organizations navigate through traumatic crises and periods of intense change. The good news? Not only can your organization survive trauma it can thrive on the other side—growing into a stronger, better, more unified version of itself.

Diana will be a keynote at EntreCon 2020. Click here to learn more.

Diana Hendel, PharmD, is the author of three upcoming books. One, Responsible, is a memoir about leading a major medical organization through a deadly workplace shooting. The other two, published by Harper Collins, are coauthored by Mark Goulston, MD: Why Cope When You Can Heal? helps healthcare workers deal with the trauma caused by COVID-19, and Trauma To Triumph guides leaders in navigating their organization through change and traumatic crisis.

Why Cope When You Can Heal?: How Healthcare Heroes of COVID-19 Can Recover from PTSD

Responsible: A Memoir

Don’t miss Quint’s delightful conversation with James Fallows and Deborah Fallows, authors of New York Times bestseller Our Towns: A 100,000-Mile Journey into the Heart of America. Their book explores they learned when they hopped on a small plane and visited towns across the country where good things were happening that were not necessarily shown on the evening news. In this podcast they discuss some of these findings, as well as how the COVID pandemic has given communities a greater sense of urgency to fix their issues.

A big point of discussion is the patterns of success Deborah and James see in cities and regions working to renew themselves. For example, they realize they must attract young people and make everyone feel welcome, regardless of background, political views, orientation, etc. They discuss the need for truly engaged citizens, who don’t just “consume” what the community has to offer but who feel a sense of responsibility for it. And they zoom in on the collaborations between institutions and also small businesses that create a lot of synergy and trust.

You’ll be interested to hear about the upcoming HBO documentary based on James’s and Deborah’s book. And you’ll be uplifted by their optimistic mindset: while America is surely going through a hard time now, we’ve been through many other hard times before. We can achieve renewal and reconstruction. It is up to us to make it happen.

James and Deborah will also speak at EntreCon, our virtual business and leadership conference held Wednesday and Thursday, November 18 & 19, 2020. Click here to register.

If you know Quint Studer you’re already aware that reward and recognition is one of his favorite topics. So his podcast with Dr. Bob Nelson—best known for his national bestseller 1001 Ways to Reward Employees (more recently updated as 1501 Ways to Reward Employees)—it was destined to be a lively discussion!

In difficult times like these, when people are feeling overwhelmed and overworked, it’s more critical than ever to get intentional about engagement. Reward and recognition are a huge part of keeping people motivated and committed. In this podcast, Quint and Dr. Bob will discuss:

What effective recognition looks like: timely, specific, tied to actions taken by the individual or group, and (if possible) connected to company values and/or purpose.
Why we must constantly make deposits into employees’ emotional bank account
How to harness the power of technology to create even more touchpoints for reward and recognition
Sneak peak into Dr. Bob's keynote presentation at EntreCon.

You’ll walk away from this conversation excited and energized about the power of reward and recognition—and ready to put systems in place to leverage, build and sustain a culture of engagement in your workplace.

In this episode Quint talks with Chuck Marohn, a speaker, author, and visionary who has forever changed the way we look at creating sustainable growth in our cities. The founder of Strong Towns and author of Strong Towns: A Bottom-Up Revolution to Rebuild American Prosperity, Chuck will talk about how COVID is impacting cities and what they can do to find their best path forward.

Discussion centers on why a “small ball” approach (small, incremental, inexpensive changes that improve people’s lives) makes much more sense than focusing on giant projects that require outside government funding. Chuck also talks about how we must protect our entrepreneurs and give them the space they need to make our cities incredible places to live. He’ll discuss this subject at length in his upcoming EntreCon presentation, titled Why My Cities Top Draft Pick is an Entrepreneur, Not an Investor.

Finally, Chuck will preview his upcoming book Confessions of a Recovering Engineer, which explores how the way we build roads is failing communities— and how we can rethink our approach in a way that builds wealth in our neighborhoods.

Strong Towns: A Bottom-Up Revolution to Rebuild American Prosperity

Quint Studer talks with Mark Clement, CEO and President of TriHealth, about how the $2.1 billion Cincinnati Health System is navigating the COVID-19 crisis.

Healthcare has been one of the hardest hit industries. Mark talks about how TriHealth took a $100 million loss in the first few months of the pandemic and came back stronger, more aligned, and more cohesive. Their success lay in how they approached one of the most crucial leadership competencies: communication. Not only did COVID force TriHealth to get better at using video technology to reach distributed stakeholders in a timely and effective way, it reinforced the benefits of on-the-ground tactics like leader rounding (executed safely, of course). With more than 12,000 team members, real time communication was key.

Great communication alleviates anxiety and keeps people engaged and connected to their sense of purpose in a time of uncertainty and rapid change. It keeps organizations nimble, adaptive, highly aligned, and able to innovate in the face of a crisis like a pandemic. Mark talks about communication on two levels: one, how to say what needs to be said in a direct and transparent way, and two, how to hardwire the right tools (monthly senior leader meetings, town halls, rounding, daily huddles, etc.) to cascade communication and keep messages consistent.

When you get communication right, it will accelerate your performance in the good times. It’s what will move you from good to great. In the bad times, it’s what will save you.

Quint Studer talks with Emily Ley on how she went from an intrapreneur to an entrepreneur and business owner.

Emily shares specific tactics she used to move from selling a product (transactional) to building a community (relational) to grow the Simplified brand. As she discusses, a cornerstone of this transition was making some tough but necessary mind shifts. She talks candidly about mistakes, the hard lessons she learned, and some of the risky decisions she made along the way (including a business decision that cut 40% of her revenue overnight).

Throughout her journey, Emily found that nurturing the culture of her business was key to being sustainable and working through the hard times. She shares some of her favorite best practices for connecting with an all virtual workforce and some of her favorite tech solutions for making it work.

We also get a sneak peek into insights from her new book, Growing Boldly: Dare To Build A Life You Love, due out in Feb 2021.

Referenced in this episode:

Emily Ley’s Books
Simplified by Emily Ley
EntreCon - 2-day Business and Leadership Conference

About Emily Ley:
Emily Ley is the founder of Simplified® - a brand of planners and organizational tools for busy women. Emily has been featured in Forbes, Family Circle, Better Homes and Gardens, Glamour, and Good Housekeeping. She has been recognized with numerous awards, including Best New Product at the National Stationery Show as well as Small Business of the Year, Female Owned Business of the Year, and Entrepreneur of the Year by Studer Community Institute. Emily and her team collaborated with AT-A-GLANCE® to create gift and planning collections carried in Office Depot, Staples, and Target. Emily is the author of national bestselling books, Grace, Not Perfection: Embracing Simplicity, Celebrating Joy, A Simplified Life: Tactical Tools for Intentional Living, and When Less Becomes More: Making Space for Slow, Simple, and Good. Now as an author, entrepreneur, wife and mother to three, Emily lives in Pensacola, Florida with her husband, Bryan, and their son Brady, and twins Tyler and Caroline.

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