Healthcare Experience Matters
Welcome to the official podcast of the Healthcare Experience Foundation. Every one of the millions of small encounters that comprise the healthcare experience serves as a chance to seek excellence, change someone’s day, week, or month. These experiences may even change a patient’s outlook on life itself. This podcast’s mission is in lockstep with Health Experience Foundation’s ongoing drive to create demonstrable improvements in patient experiences of care. It exists to improve quality and safety outcomes and assist institutions with retaining star employees.
Episodes
Episodes
Thursday Apr 18, 2024
Building a Workplace Culture of Belonging in Healthcare
Thursday Apr 18, 2024
Thursday Apr 18, 2024
In this week’s impactful episode of the Healthcare Experience Matters Podcast, we delve into the core aspects of fostering a culture of belonging. Belonging should be an unwavering cultural value, as we firmly believe it leads to a more engaged healthcare workforce, instilling a deeper sense of purpose for all involved.
Ultimately, building a culture of belonging entails creating an environment where team members and staff eagerly contribute, and where we would confidently entrust the care of our loved ones.
Joining us for this insightful interview is Jim Kinsey, FPCC, PLCC, CDP, alongside Healthcare Experience Foundation co-founder and president Katie Owens, MHA, CPXP. Jim is a national expert in person-centered care and Diversity, Equity, and Inclusion (DEI), particularly focusing on fostering belonging and developing strategies for employee and team engagement.
With a 30-year career in healthcare, encompassing roles as a bedside nurse and in management and leadership, Jim has dedicated the past 18 years to consulting and creating person-centered care environments in both long-term and acute care settings, ranging from small rural critical access hospitals to large urban healthcare systems.
We are thrilled to welcome Jim as a first-time guest on the HX Matters Podcast and eagerly anticipate many more enlightening discussions in future episodes of our show.
Learn more: https://healthcareexperience.org/belonging
Thursday Apr 11, 2024
Emotional Intelligence to Promote Inclusive Healthcare Leadership
Thursday Apr 11, 2024
Thursday Apr 11, 2024
This week on the Healthcare Experience (HX) Matters Podcast, our guest is Kathy Boswell. We'll be exploring the four dimensions and competencies of emotional intelligence and how they can help promote inclusiveness in healthcare environments.
Kathy is a Coach and National Speaker with the Healthcare Experience Foundation (HXF). She is also a featured instructor at HXF’s quickly approaching Spring cohort of the Foundations in Diversity, Equity & Inclusion Certificate Program. The Spring cohort of this program will consist of two 4-hour sessions over two days on April 25 & 26, 2024, from 11:00a – 3:00p ET.
Learn more and register here: https://sites.healthcareexperience.org/certificates/diversity-equity-inclusion/
Thursday Apr 04, 2024
The Medical Professionalism Questions That Need to Be Addressed
Thursday Apr 04, 2024
Thursday Apr 04, 2024
Rob Minkes, MD, PhD, MS-LOD, and Robert Eisinger, PhD, both coaching faculty members at the Healthcare Experience Foundation (HXF), join us on our weekly Healthcare Experience Matters Podcast to address some of the lingering questions surrounding medical professionalism.
Vagueness of Medical “Professionalism”
Last month, the New York Times published an article that caught our attention here at HXF entitled, The Unbearable Vagueness of Medical “Professionalism.”
The article explores the evolving concept of professionalism in medical education and clinical practice, and the challenge of dealing with vague standards of professionalism, often resulting in disciplinary actions that disproportionately affect students of color.
These standards extend beyond traditional behavior to include appearance and social media activity. The response led to a viral movement (#MedBikini), prompting a retraction of a newspaper criticizing unprofessional social media content.
The history of professionalism in medicine reflects efforts to uphold ethical values amid changing healthcare landscapes.
However, concerns persist regarding the subjective nature of professionalism assessments and their impact on diversity within the medical field. With ongoing debates about dress codes and social media conduct, this article underscores the need for a nuanced understanding of professionalism that reflects the diverse identities and experiences of healthcare professionals and patients alike.
The full Times article can be found here: https://www.nytimes.com/2024/03/19/health/medical-students-professionalism.html
The HXF Response
Dr. Minkes and Robert responded to the article and ongoing debate with lack of clarity on medical professional as such:
Doctors and nurses have answered a calling to care — specifically, in healing the sick. They don’t think about whether their off-duty attire meets traditional definitions of appropriateness, even though some people think that is what defines or constitutes “professionalism.”
But larger questions remain. How do we train medical professionals to be leaders in their field — to commence difficult conversations about death, to manage C-suite demands and requests, to work as a team with others, or to assuage patients’ concerns in a way that fosters compassion and trust?
Hospital executives and medical staff leaders who invest in professionalism training will be rewarded with happier, healthier patients, and doctors and nurses who bring joy and love to their work.
The letter to the editor from the HXF Team can be found here: https://www.nytimes.com/2024/03/27/opinion/medical-professionalism-doctors-nurses.html?unlocked_article_code=1.f00.b0T_.gkexPpDIGhF5&ugrp=u
About Today’s Speakers
Dr. Minkes currently serves as Physician Coach with HXF. He is a board-certified general and pediatric surgeon who previously practiced as a pediatric surgeon for over twenty years in academic and private practice settings. He is also a professor and Chair of Specialty Medicine with Orlando College of Osteopathic Medicine (OCOM).
Robert Eisinger is Chief Academic and Administrative Officer with HXF.
A political scientist by training (B.A. Haverford College, M.A., Ph.D. University of Chicago), Robert began his leadership journey teaching and writing about public opinion, and the intersection of political institutions and behavior. He brings more than two decades of higher education and private sector experience to the HXF team.
More Podcasts
For a related conversion, make sure to listen to What Cultural Humility Means in Practice for Healthcare Leaders with Tiffany C. Chaney, FACHE: https://healthcareexperience.org/cultural-humility/
Thursday Mar 28, 2024
Healing Patients Better by Listening to Uncover Their Deepest Needs
Thursday Mar 28, 2024
Thursday Mar 28, 2024
What's often left unspoken can assist us in better healing patients and being there for them in their times of deepest distress. Delving into this mystery often necessitates a profound form of listening, which can be the key to unlocking the root of that distress.
We are excited to be joined by Dr. Joshua Schwarzbaum as our guest once again this week on the Healthcare Experience Matters podcast. As a longtime emergency room physician in New York City, Dr. Schwarzbaum joins our show to talk about listening to patients to find the true feelings that underscore their words.
A lot of today’s interview references the recent storybook Dr. Schwarzbaum has authored entitled, Listening For A Feeling Finds True Healing: A Guide To Healing From The Inside Out.
You can learn more about that book here: https://www.amazon.com/Listening-Feeling-Finds-True-Healing/dp/B0CVQT12X8
More about this interview: https://healthcareexperience.org/healing-by-listening
Thursday Mar 21, 2024
Putting into Practice DEI Training in Healthcare
Thursday Mar 21, 2024
Thursday Mar 21, 2024
In the latest episode of the Healthcare Experience Matters Podcast, we look into the benefits of investing time into DEI education and training in today’s healthcare environment.
Joining us for today’s chat is Brian Bustoz, MBA, CPXP, the Director of Patient Experience Service Excellence at Dignity Health Arizona, Central, and West Valley Market.
Brian joins us to help shed light on the crucial intersection between health equity, patient care, and professional development.
Brian attended the Healthcare Experience Foundation’s October 2023 DEI Foundations Certificate program, which consisted of two half-day virtual cohort sessions designed to equip leaders, staff, clinicians, and physicians with the knowledge and strategies necessary to grow interpersonally and meet the demands of today’s healthcare environment.
The next DEI Foundations Certificate program is right around the corner. It will take place on April 25 - 26, 2024.
You can learn more about this upcoming event and reserve your seat here: https://healthcareexperience.org/webinars/dei-foundations-certificate/
Thursday Mar 14, 2024
Health Literacy for Patients in the Age of the Internet and A.I.
Thursday Mar 14, 2024
Thursday Mar 14, 2024
Catherine Richards Golini, PhD, a Healthcare Editor with Karger Publishers, and plain language expert, joins the Healthcare Experience Matters Podcast this week for a timely chat on patient education.
We’re on a mission to improve the patient experience through all facets of care, with patient education and communication at the heart of so much of that mission.
Today’s conversation is another riveting and eye-opening chat, especially given the reliance on Google search engines and the explosion of technology in AI. It’s no secret that patients are coming to clinics these days equipped with a lot more information versus even just three years ago.
With all of that in mind, we caught up with Dr. Golini to chat about what healthcare providers should know about health literacy in the age of the internet and rapidly expanding A.I. technologies.
She even participated in a recent artificial intelligence study that she discusses toward the closing minutes of today’s podcast.
For similar discussions on educating patients, please be sure to check out the following previously released podcast episodes from our HX Matters library:
The Patient Experience in a Multilingual Setting: https://healthcareexperience.org/multilingual-hospital/
The Power of Health Literacy and Improving the Environment for Patients: https://healthcareexperience.org/health-literacy/
The bottom line: there is no substitute for prioritizing clear, compassionate, and accessible communication towards patients in healthcare and that extends to patient literature and verbal interactions.
More about today's podcast: https://healthcareexperience.org/health-literacy-for-patients
Thursday Mar 07, 2024
3 Essential Qualities for Emerging Healthcare Leaders
Thursday Mar 07, 2024
Thursday Mar 07, 2024
Kathleen Lynam, RN, MPA, joins our Healthcare Experience Matters Podcast this week to discuss the three essential leadership qualities she has found to be enduring.
Having a deep-seated passion for your work, bringing a people-centered approach to the table, and maintaining a visionary mindset are the enduring attributes that all emerging leaders in our field should be keenly aware of, according to Kathleen.
Kathleen is an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF). She brings decades of nursing leadership experience to the conversation.
She is also a featured instructor at the upcoming Leading for Healthcare Experience Excellence: An Emerging Leader Certificate Program. This event is discussed in detail in today’s podcast.
You can learn more about the event and reserve your spot here: https://hecertificate.my.canva.site/hxexcellence.
Thursday Feb 29, 2024
What Leading with Inclusivity Means in Healthcare
Thursday Feb 29, 2024
Thursday Feb 29, 2024
Today’s episode of the Healthcare Experience Matters Podcast is a chat with Steve Meth, JD, MS, Chief Patient Experience Officer, Johns Hopkins Medicine, about what it means to lead with inclusivity in today’s modern healthcare landscape.
Drawing from his extensive experience and unique professional background, Steve highlights the significance of effective communication, coordination, and trust in patient care, while reflecting on three key questions
Why is inclusive leadership essential?
What are the character traits of an effective inclusive leader?
What obstacles do inclusive leaders face and how can they be addressed?
Learn More: https://healthcareexperience.org/leading-with-inclusivity
Thursday Feb 22, 2024
A Five-Star Hospitality Mindset for Service Excellence in Healthcare
Thursday Feb 22, 2024
Thursday Feb 22, 2024
There are many intangibles that make up an excellent patient experience. Often times it starts with the parking lot – like are there actually enough spaces in the garage to park? It seems simple, but it can go a very long way in healthcare service excellence.
This is something we should all be striving to improve in our field.
Stepping away from the clinical aspects and the doctor-patient relationship, our guest this week on the Healthcare Experience Matters Podcast is author Peter C. Yesawich, PhD. He shares ideas for improving patient experience outside of the clinic, focusing on customer service excellence.
This also includes addressing pain points, such as a lack of transparency regarding the actual costs of patient care, which are crucial steps toward improving service delivery.
Peter is the co-author, alongside Stowe Shoemaker, PhD, of the 2023 book Hospitable Healthcare: Just What the Patient Ordered!
Learn More About This Podcast: https://healthcareexperience.org/five-star-hospitality
Thursday Feb 15, 2024
How a Doctor Overcame Public Speaking Fears to Better Serve Patients
Thursday Feb 15, 2024
Thursday Feb 15, 2024
According to research, approximately 75% of the general population experiences a fear of public speaking.*
When combined with the fact that many medical professionals tend to be introverted by nature, it is safe to assume that a love or passion for public speaking is not common in healthcare.
Furthermore, it is probably safe to conclude that doctors are closer to the population that is likely to dread or deeply fear having to speak in public.
Joining us on today’s episode of the Healthcare Experience Matters Podcast is Dr. Michael Smith. He outlines his journey from being very uncomfortable with public speaking to giving an actual Ted Talk in 2023.
You can watch that Ted Talk here: https://youtu.be/0UZ4Wi21KPU?si=HJQrSzG8vE3J9Q7G
The underlying force behind Dr. Smith’s communication confidence has been learning improv.
By stepping outside his comfort zone and studying improv on his own time after work, Dr. Smith has sharpened many aspects of the communication tools he uses every day with patients.
These skills not only help him communicate better with his patients but also enable him to teach medical trainees and residents how to utilize these skills when working with their own patients.
Dr. Smith first joined our podcast in September 2023 to discuss improv comedy and how it led to his overall personal growth, professional development, improved listening skills, and combating burnout.
You can explore that first episode with Dr. Smith in its entirety, titled “How Comedy Improv Skills Enhance Doctor/Patient Communication,” by clicking here: https://healthcareexperience.org/improv-skills/
As an academic hospitalist working with medical students, interns, residents, and surgical co-management teams, Dr. Smith interacts with patients at various stages of health.
His experience in improv quickly became an asset to his work. He is the founder of HealthcareImprov.com and you learn more about his work teaching improv to medical practitioners here: https://www.healthcareimprov.com/
When it comes to building empathy, there may just be no better tool than improv classes, as Dr. Smith can attest from his own experience.
Thanks to a gift from his wife in 2014, Dr. Smith embarked on his journey in improv by enrolling in Level 1 classes. He quickly recognized the potential of these newfound skills in enhancing his role as a hospitalist, prompting him to integrate them into his professional life.
Today’s interview with Dr. Smith serves as an excellent anecdote of how hard work, learning a skill outside your comfort zone, and other outside-the-box thinking techniques can lead to great things for healthcare providers.
This includes fighting burnout and becoming a better, more effective practitioner of patient care to truly elevate the patient experience even further.
Source*Zauderer, S. “31 Fear Of Public Speaking Statistics (Prevalence)”, Retrieved from: https://www.crossrivertherapy.com/public-speaking-statistics
Thursday Feb 08, 2024
The Healthcare Experience (HX) Academy for Excellent Patient Encounters
Thursday Feb 08, 2024
Thursday Feb 08, 2024
This week’s episode of the Healthcare Experience Matters Podcast takes a deep dive into the Healthcare Experience (HX) Academy, and how it can drive better patient encounters.
Today's discussion is moderated by HXF President Katie Owens.
Healthcare experiences consist of a million small encounters, each contributing to the overall impression of your organization. The HX Academy empowers you to ensure that the impression you and your team leave is a positive one.
You can explore the academy here: https://hxacademy.org/
If you have any questions, please contact us at insights@healthcareexperience.org
The HX Academy, designed by physicians, clinicians, patient experience experts, healthcare leaders, and award-winning video producers, offers pragmatic advice to help you improve immediately.
Thursday Feb 01, 2024
Thursday Feb 01, 2024
Join moderator Deanna Frings and panelists Drs. Rob Minkes and George Mayzell on this week's Healthcare Experience Matters Podcast. In this special episode, we feature a discussion on avoiding the pitfalls of chart wars and bias to ensure equitable practices.
This podcast is a rebroadcast of a live learning event from the Healthcare Experience Foundation team. If you missed the webinar, be sure to take advantage of this encore presentation.
Learn More: https://healthcareexperience.org/chart-wars
Thursday Jan 25, 2024
What Cultural Humility Means in Practice for Healthcare Leaders
Thursday Jan 25, 2024
Thursday Jan 25, 2024
Tiffany C. Chaney, FACHE, joins the Healthcare Experience Matters Podcast this week to discuss the practical application of cultural humility.
In addition to being a Fellow with the American College of Healthcare Executives (FACHE), Tiffany is Chief Diversity Officer with Baptist Health in Montgomery, Alabama. Throughout her career, she has been guided by the belief that every single person deserves to receive equitable, high-quality health care.
Learn More: https://healthcareexperience.org/cultural-humility
Wednesday Jan 17, 2024
The Keys to a More Inclusive Healthcare System
Wednesday Jan 17, 2024
Wednesday Jan 17, 2024
Vanessa Guzman brings us the keys to building a more inclusive healthcare system in this week’s heartwarming edition of the Healthcare Experience Matters Podcast.
In addition to her role as a passionate advocate for health equity, Vanessa is Chief Executive Officer at SmartRise Health and Ella Es Health. She is also a strategy and empowerment coach.
With themes of gratitude, the power of finding the right mentor, and many other compelling elements, Vanessa also discusses her inspiring path towards earning her position as CEO in this discussion.
This is her first time joining our weekly podcast presented by the Healthcare Experience Foundation (HXF) and we hope to have her join us again. This conversation dovetails nicely into our upcoming Health Equity & The Patient Experience, Virtual Certificate Program.
About Health Equity & The Patient Experience
As a friendly reminder, you can join us for an engaging online event addressing the crucial topic of health equity and its impact on the patient experience. This live, online learning event takes place in two parts: Friday, February 2 (Part One) and Friday, February 9 (Part Two). The program will lead participants through insightful discussions about how healthcare disparities affect individuals and communities, providing strategies for improvement.
If you are a healthcare leader committed to patient experience excellence and equitable care for all patients, this event is for you. Be part of this important conversation and help drive positive change in the healthcare landscape. Register now to secure your spot and learn more here.
Building a More Inclusive Healthcare System
Vanessa, a biomedical engineer by training, shares her experiences growing up with Dominican parents and being on Medicaid until the age of 20.
She emphasizes the profound impact of socioeconomic status on health, highlighting issues such as limited access to transportation, healthy food, and low literacy, all of which contribute to how individuals prioritize and navigate their healthcare challenges.
The podcast explores practical steps to address these gaps, involving collaboration among health plans, providers, community-based organizations, and consumers of healthcare services themselves.
Vanessa emphasizes the need for clear communication, streamlined services, and understanding the unique needs of each community. She advocates for screenings to identify gaps and barriers to care, especially in areas such as food access, transportation, and housing.
Education emerges as a powerful factor in health outcomes, with Vanessa discussing the generational impact of higher education on health literacy. The conversation touches on the importance of creating structures that advocate for education, especially in communities of color, and investing in infrastructure that prioritizes education as a fundamental component of well-being.
As the discussion progresses, Vanessa provides valuable insights for leaders in healthcare, urging them to allocate resources effectively and involve the community's voice in health equity initiatives.
She underscores the significance of sustained efforts beyond pilot programs, emphasizing the need for evaluation and community integration.
The podcast concludes with Vanessa sharing her story and expressing gratitude for the mentors who trusted and believed in her. She encourages listeners to believe in others, emphasizing the transformative power of trust and gratitude in personal and professional growth.
We hope Vanessa’s interview serves as a beacon of wisdom and guidance, offering tangible steps towards achieving health equity and creating a more inclusive healthcare system for all.
Thursday Jan 11, 2024
Building Implicit Bias Awareness for Healthcare Leaders
Thursday Jan 11, 2024
Thursday Jan 11, 2024
In this week's episode of Healthcare Experience Matters, we have the pleasure of being joined by Brenda Ayers, MD, a Physician Coach at the Healthcare Experience Foundation (HXF). This crucial podcast interview offers an in-depth exploration of what it takes for healthcare leaders to develop a heightened awareness of implicit bias.
Dr. Ayers is not only a passionate speaker but also a dedicated healthcare professional. She is a Board-certified physician in Internal Medicine who serves as Medical Director for Health Equity for Nuvance Health.
Focused on building equitable care for all patients, she strives to ensure a brighter, more inclusive future for us all. Our moderator for today's discussion is Deanna Frings, an Executive Coach at HXF.
Did you know? Dr. Ayers is a featured speaker at our upcoming Health Equity & The Patient Experience, Virtual Certificate Program.
Learn More About Health Equity & The Patient Experience, Virtual Certificate Program: https://healthcareexperience.org/webinars/health-equity-and-the-patient-experience/
Learn More About Today's Podcast: https://healthcareexperience.org/implicit-bias-in-healthcare
Thursday Jan 04, 2024
How Governing Boards Can Drive Excellent Healthcare Experiences
Thursday Jan 04, 2024
Thursday Jan 04, 2024
This week on the Healthcare Experience Matters podcast, we're discussing the role that governing boards play in the ongoing quest to elevate patient experiences in the modern and ever-changing healthcare environment. Our guests this week include Laura S. Orr, MHA, CEO of FORWARD Governance Consulting, and Katie Owens, President of the Healthcare Experience Foundation.
We delve into insights from an article co-written by Laura and Katie, titled 'The Board's Role in Care Experience,' which was recently published in the American Hospital Association's "Trustee Insights" publication.
You can read the article here: https://trustees.aha.org/boards-role-health-care-experience
We are pleased to welcome Laura back for her third appearance on our podcast. She is the Founder and CEO of Forward, a firm dedicated to helping executive leaders and governing bodies drive organizational success. You can catch up on the first two podcasts with us here:
Unlocking the Strategic Potential of Subsidiary Boards in Healthcare: https://healthcareexperience.org/subsidiary-boards/
Navigating the Complexities of Healthcare and Insights for Leadership: https://healthcareexperience.org/laura-orr/
Learn More About Today's Episode: https://healthcareexperience.org/healthcare-boards/
Thursday Dec 28, 2023
How Medical Scribes Help Drive Excellent Patient Experiences
Thursday Dec 28, 2023
Thursday Dec 28, 2023
In this week's edition of the Healthcare Experience Matters Podcast, we take an in-depth look at some of the (often overlooked) benefits of medical scribes and their positive impact on the patient experience.
We are excited to welcome Dr. Christine Meyer, an internal medicine physician, back to our program for today’s episode. This is the second appearance of Dr. Meyer on our weekly podcast series.
In addition to her being a passionate advocate for driving excellent patient experiences, she is the founder of Christine Meyer, MD, and Associates (CMMD), a practice with over 20 providers, 20,000 patients, and two buildings in the Philadelphia metro region.
As mentioned, in her previous podcast interview episode with us entitled, Driving Excellent Patient Experiences by Improving the Little Things, she attributes the success of CMMD to the emphasis her team has placed on ensuring a top-notch patient experience for everyone who walks in the door.
The growth of CMMD is not because of traditional advertising or marketing campaigns, but due to the positive word-of-mouth generated by patients at her clinic.
Medical Scribes in Primary Care
*Research on the use of medical scribes in the primary care setting has linked medical scribes to heightened productivity and efficiency, elevated healthcare provider satisfaction, and, in numerous instances, increased levels of patient satisfaction.
This sentiment is corroborated by the stories told by Dr. Meyer in today’s podcast. She joined our show to shed light on the often-underestimated advantages of incorporating medical scribes into the clinical setting.
Medical scribes at CMMD not only document patient visits in real-time but also serve as an extension of the clinician, allowing Dr. Meyer to maintain eye contact and enhance the overall patient-provider interaction in general.
Medical Scribe Logistics
The discussion touches on the logistical aspects of hiring medical scribes, revealing that CMMD often hires pre-med or medical students seeking valuable experience during a gap year.
Dr. Meyer emphasizes the dual benefits of this arrangement as patients receive more personalized care and detailed post-visit summaries, while clinicians experience a significant reduction in workload and stress.
The conversation extends to the unique relationships formed between patients and scribes, where patients of CMMD often reach out to scribes for clarification on post-visit instructions. Dr. Meyer acknowledges the costliness of implementing such a system but highlights its impact on both patient satisfaction and clinician efficiency.
As the discussion unfolds, Dr. Meyer addresses the misconception that medical scribes must have a traditional medical or patient care background, revealing that individuals with diverse healthcare-related degrees, including healthcare business, can excel in the role.
This insightful conversation explores the multifaceted benefits of medical scribes, showcasing how they elevate the patient’s experience while gaining invaluable patient care knowledge inside the clinic.
For any medical student or aspiring medical trainees in the eastern Pennsylvania region who may be interested, Dr. Meyer invites you to reach out and join her expanding team. You can send her an email at Christine@ChristineMeyerMD.com to learn more!
Sources
Ziemann M, Erikson C, Krips M. The Use of Medical Scribes in Primary Care Settings: A Literature Synthesis. Med Care. 2021 Oct 1;59(Suppl 5):S449-S456. doi: 10.1097/MLR.0000000000001605. PMID: 34524242; PMCID: PMC8428869.
Thursday Dec 21, 2023
From Burnout to Brilliance: Finding the Right Coach in Healthcare
Thursday Dec 21, 2023
Thursday Dec 21, 2023
Advisors, mentors, and coaches—family and friends—you will need to lean on all these people in your support system as a healthcare professional. Given the rigors of working in healthcare, a coach can be your strongest professional ally, helping you objectively see things without bias (or an interest in the outcome.)
Unlike many individuals in our professional circles, a coach will always remain unbiased, this makes having a coach incredibly important for our career growth and in the ongoing journey to fend off burnout.
In a profession as demanding as patient care, we all need strong support systems to keep us going. At the foundation of your professional support system, a coach can help you as outlined in this week’s edition of the Healthcare Experience Matters Podcast. Our host, Casey Callanan, interviews Kathleen Lynam, an Executive Coach with the Healthcare Experience Foundation (HXF).Learn More: https://healthcareexperience.org/healthcare-coach
Thursday Dec 14, 2023
Enhancing Patient Experiences through Self-Reflection on Language and Demeanor
Thursday Dec 14, 2023
Thursday Dec 14, 2023
When we look towards enhancing the patient’s experience, it's not always about the time spent with patients. Although more time would be appreciated, healthcare providers can often make a more significant impact through the words used and their overall demeanor.
In this week's edition of the Healthcare Experience Matters Podcast, our host, Casey Callanan, interviews Michelle Brady, MSHAL, BSN, RN, CPXP, the Chief Experience Officer & Director of Relationship-Based Care at MyMichigan Health.
Joining them is Katie Owens, President of the Healthcare Experience Foundation (HXF).
Learn More: https://healthcareexperience.org/words-matter
Thursday Dec 07, 2023
How a Coaching Mindset Empowers Healthcare Leaders and Teams
Thursday Dec 07, 2023
Thursday Dec 07, 2023
Healthcare Experience Matters is back this week with a new episode as listeners are treated to an insightful conversation with Deanna Frings, an Executive Coach at the Healthcare Experience Foundation (HXF).
With an extensive background in healthcare that encompasses clinical, operational, and leadership roles, Deanna brings a wealth of wisdom and a unique perspective to the world of elevating patient experiences.
As a recognized expert, focusing on designing effective educational programs that advance healthcare experiences, she is one of the newest additions to the HXF Coaching Team and we are grateful for her making time for our show.
As listeners will soon realize, the theme of this interview is clear: Deanna is all about compassion and this “true north” of hers shines through in her approach to coaching healthcare leaders and teams.
Learn More: https://healthcareexperience.org/coaching-mindset
Thursday Nov 30, 2023
The Lifesaving Power of Listening to Patients with Empathy
Thursday Nov 30, 2023
Thursday Nov 30, 2023
We are excited to welcome back a familiar face to the Healthcare Experience Matters Podcast this week! Nita Magee, PhD, RN, MHNP-BC, returns for her latest appearance on our show and a crucial talk about actively listening to patients with empathy and the drastic difference it can ultimately make for better outcomes.
As our dedicated listeners can attest, Dr. Nita A. Magee's insights consistently illuminate and prove invaluable. Her compassionate and dedicated leadership in our field is truly admirable, and we are honored to have her return for another insightful episode.
Dr. Magee is a mental health nurse practitioner with the G.V. (Sonny) Montgomery V.A. Medical Center in Jackson, Miss. With more than 30 total years of experience in healthcare, she has been with her institution for the last 26 years.
In our last interview with Dr. Magee, we discussed the importance of managing patients' expectations. Throughout that conversation, it became evident that a major theme revolved around the concept of listening. Recognizing the pivotal nature of this aspect within the patient-provider relationship, we were inspired to devote an entire podcast episode to the art of effective listening.
You can catch up on all of her previous chats with us here:
A Guide to Managing your Patients’ Expectations
Mental Health Tips for Busy Practitioners
An Intro to Compassionate Leadership with Dr. Nita Magee
Some of the crucial topics covered in today’s conversation includes:
Helpful Tips for Listening to Patients with Empathy
How Listening to Patients with Empathy Saves Lives
Actively Listening to Patients to Provide Hope (and Even Fight Suicide)
How Body Language is Crucial in Patient Care and Bedside Manner
Actively Listening to Patients to Create Better Overall Outcomes
Dr. Magee emphasizes that empathetic listening sets the stage for positive interactions with patients.
During the opening minutes of today’s discussion, she shares a poignant example where empathetic listening helped her identify a patient in crisis who may not have otherwise opened up.
The importance of trust and building a rapport in patient care is highlighted throughout this chat, emphasizing that without these building blocks, patients may withhold crucial information that could impact their well-being.
The discussion also touches on the role of body language in effective communication. Dr. Magee explains that non-verbal cues such as nodding, maintaining eye contact, and being physically present contribute to creating a supportive environment for patients to share their concerns.
Dr. Magee acknowledges the challenges of time constraints in healthcare settings but emphasizes the need for healthcare professionals to balance efficiency with empathetic listening. She suggests seeking permission to extend the time if necessary and, when applicable, involving the patient in decisions about time management.
Furthermore, the conversation explores the connection between empathetic communication and better patient outcomes. Dr. Magee discusses how building trust and involving patients in their treatment plans lead to increased compliance and adherence to medical recommendations.
In closing, Dr. Magee encourages healthcare professionals to distinguish between empathy and sympathy and stresses the importance of lifelong learning and staying culturally competent to provide effective and unbiased care.
We invite our listeners to reach out to Dr. Magee for further information or coaching, as her wealth of knowledge and experience in the field is truly second to none. You can contact here: theauroraexperience1501@gmail.com.
Thursday Nov 23, 2023
Practicing Gratitude for Effective Healthcare Leadership
Thursday Nov 23, 2023
Thursday Nov 23, 2023
A simple thanks can go a long way. At the Healthcare Experience Foundation, we firmly believe that an incredible portion of effective healthcare leadership, and excellent patient experiences, starts with a simple premise: thankfulness.
To get you in the Thanksgiving spirit, we encourage you to check out inspiring snippets from recent podcast interviews featuring speakers and presenters who are thought leaders in gratitude.
Like what you hear? Be sure to tune into the full broadcasts of the following podcast interviews featured in today’s "Best of the Healthcare Experience Matters Podcast” episode:
Never Stop Gratitude with Author TJ Sweet: https://healthcareexperience.org/tj-sweet/
Simple Ways to Authentically Show Gratitude as Healthcare Leaders with Win Howard: https://healthcareexperience.org/win-howard-gratitude/
Katrina Coleman Talks About the Overall Importance of Gratitude in Healthcare: https://healthcareexperience.org/gratitude/
You can also learn more here: https://healthcareexperience.org/healthcare-gratitude
Thursday Nov 16, 2023
What it Takes to Elevate Healthcare Leaders through Coaching
Thursday Nov 16, 2023
Thursday Nov 16, 2023
Coleen Santa Ana, MHA, is our guest on the Healthcare Experience Matters Podcast this week, where she explores why executive coaching is becoming increasingly important in the healthcare industry.
As an Executive Coach with the Healthcare Experience Foundation, Coleen brings over 20 years of healthcare executive leadership experience to the table.
In today’s podcast, Coleen details the distinctive nature of coaching, emphasizing its separation from consulting. Coaching focuses on asking thought-provoking questions rather than providing direct solutions.
Learn More: https://healthcareexperience.org/executive-coaching
Thursday Nov 09, 2023
How to Retain Great Nurses (No Matter Your Budget, Scope, or Size)
Thursday Nov 09, 2023
Thursday Nov 09, 2023
Ramonita Jiménez, DNP, MPA, RN, NEA-BC, Chief Nursing Officer with Hackensack University Medical Center joins our Healthcare Experience Matters Podcast this week.
We are honored to have Dr. Jiménez join our weekly program to discuss the multitude of innovative ways medical institutions of all scopes and sizes can effectively address nurse retention challenges.
Learn More: https://healthcareexperience.org/nurse-retention
Thursday Nov 02, 2023
What Patient Experience Data Has Revealed Since the Pandemic Started
Thursday Nov 02, 2023
Thursday Nov 02, 2023
Jan Gnida CPXP and Katie Owens, MHA, CPXP, join us on the Healthcare Experience Matters Podcast this week as we examine the interesting shifts in data within patient experience trends since the start of the pandemic.
Jan is the Senior Vice President of Research Operations for PRC, and this is her first time joining our podcast. Katie is a familiar voice to our podcast listeners and joins us once again for today’s discussion. She currently serves as President of the Healthcare Experience Foundation (HXF).
Jan and Katie’s extensive experience and firsthand knowledge of the research shed light on the evolving landscape of patient experiences in healthcare since the pandemic’s onset in early 2020.
Three key insights we have uncovered through the ongoing research between PRC and HXF to monitor the trends in patient reported experience of care measures, as reported through the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems Survey):
Patient experience results have not returned to pre-pandemic performance levels.
Patient experience performance is more volatile than in the decade prior to the pandemic.
The key drivers of patient experience — teamwork, safety, staff courtesy and respect — are enduring.
For those looking to see the graphic showing the research that we covered in today’s discussion, make sure to view the YouTube broadcast of our podcast here: https://youtu.be/zpNuenqUH_s
Learn more about today’s podcast on the Healthcare Experience Foundation website: https://healthcareexperience.org/pandemic-px-trends
Thursday Oct 26, 2023
What I Learned Mystery Shopping the Patient Experience
Thursday Oct 26, 2023
Thursday Oct 26, 2023
In this week’s episode of the Healthcare Experience Matters Podcast, we are joined by Barbara Khozam, a Certified Patient Experience Professional (CPXP), and “professional patient.”
Barbara shares insights into her deep involvement in healthcare through mystery shopping the patient experience. As a professional patient, Barbara delves into the world of mystery shopping, helping healthcare organizations view the patient's perspective to enhance their services.
During today's interview with Barbara, we hope that listeners will gain practical advice based on her years of 'shopping the patient’ experience.
Learn More: https://healthcareexperience.org/mystery-shopping
Thursday Oct 19, 2023
What Compassionate Healthcare Leadership Needs to Look Like
Thursday Oct 19, 2023
Thursday Oct 19, 2023
Mark Rulle, EdD, joins our show this week for an honest conversation about what needs to change in healthcare leadership. If we are to build a prosperous future for our patients and healthcare workers, we must recognize that the key ingredient might just be compassion. It's essential to work towards having compassion radiate throughout your organization.
This is Dr. Rulle’s first time joining us on the Healthcare Experience Matters Podcast, and we are inspired by his optimism for the leaders of tomorrow.
Dr. Rulle currently serves as President of the Maryland Healthcare Education Institute (MHEI). He will be a featured speaker at the upcoming Certificate in Foundations of Compassionate Leadership, a joint presentation of the Healthcare Experience Foundation (HXF) and MHEI.
The Compassionate Leadership Certificate Program, two-day virtual cohort session is rapidly approaching, taking place October 26 - 27, 2023, from 9:00 AM - 1:00 PM eastern time.
You can get more information here: https://healthcareexperience.org/webinars/compassionate-leader-certificate/
Thursday Oct 12, 2023
Leading with Compassion: A Guide to Effective Healthcare Leadership
Thursday Oct 12, 2023
Thursday Oct 12, 2023
To get you in the spirit for our upcoming Foundations in Compassionate Leadership Certificate program, we encourage you to check out inspiring snippets from recent podcast interviews featuring speakers and presenters who are at the heart of what makes this program so impactful.
We hope you enjoy checking out these podcast interviews and please mark your calendars for this upcoming two-day virtual session taking place on October 26 & 27, 2023 at 9:00 AM - 1:00 PM EST.
You can learn more about that event here: https://healthcareexperience.org/webinars/compassionate-leader-certificate/
Like what you hear? Be sure to tune into the full broadcasts of the following podcast interviews featured in today’s episode:
Unlocking the Secrets of Compassionate Leadership in Healthcare with Katie Owens
Compassionate Leadership and the Art of Being Kinder to Ourselves with Brooke Billingsley
An Insider's Guide to Leading with Compassion with Katie Owens
An Intro to Compassionate Leadership with Dr. Nita Magee
Thursday Oct 05, 2023
Unlocking the Strategic Potential of Subsidiary Boards in Healthcare with Laura Orr
Thursday Oct 05, 2023
Thursday Oct 05, 2023
Laura Orr, a seasoned healthcare executive with extensive experience in navigating governance complexities and executive leadership, joins us this week on the Healthcare Experience Matters Podcast for a chat about subsidiary boards.
This is Laura's second appearance on our show. In addition to her years of operations, strategic planning, and board governance experience within the healthcare sector, she currently serves as the CEO of Forward Governance Consulting.
Learn more about this episode: https://healthcareexperience.org/subsidiary-boards
You can also learn more about Forward here: https://www.forwardgovernanceconsulting.com/
To listen to Laura's first episode with us, "Navigating the Complexities of Healthcare and Insights for Leadership," please visit this link: https://healthcareexperience.org/laura-orr/
Thursday Sep 28, 2023
Building a Skill Set for a More Inclusive Work Environment with Bintou Susso, CPHQ
Thursday Sep 28, 2023
Thursday Sep 28, 2023
Attention! Time is running out to join our October 5th and 6th DEI Foundations Certificate program. This program consists of two half-day virtual cohort sessions designed to equip leaders, staff, clinicians, and physicians with the knowledge and strategies needed to foster interpersonal growth and meet the demands of today's healthcare environment
Register now and learn more by clicking here: https://healthcareexperience.org/webinars/dei-certification-2/
About Today’s PodcastIn this episode of the Healthcare Experience Matters Podcast, we're pleased to welcome Bintou Susso, CPHQ, to our show. Bintou participated in the August 2023 edition of our DEI Foundations Certificate. She currently serves as a Patient Experience and Health Equity, Diversity and Inclusion (HEDI) Analyst with Nuvance Health in Connecticut.
This is Bintou’s inaugural appearance on our show and we’re excited to have her join the program.
With Nuvance, Bintou’s daily responsibilities revolve around analyzing patient experience data, which involves collecting feedback through surveys from patients visiting their offices. She also focuses on workforce analytics, with a strong emphasis on diversity, inclusion, and equity.
We’re thrilled that Bintou enjoyed a transformative experience with the August edition of our DEI Foundation's Certificate Program.
As we learn on today’s interview, despite thinking she already had a comprehensive understanding of diversity, equity, and inclusion (DEI), the program expanded her perspective. This experience is something we find to be quite common with folks who attended this program.
Bintou discovered that diversity encompasses far more than just surface-level characteristics like race, ethnicity, and gender. It delves deep into personal experiences, traumas, beliefs, and values. This realization was not only humbling but also enlightening for Bintou as described in detail within today’s interview.
The DEI Foundations Certificate program also introduced her to the concept of cultural humility, emphasizing the commitment to lifelong learning about various cultures while being aware of one's own biases.
Bintou found these insights enriching, especially as it encouraged candid conversations with participants from diverse backgrounds, broadening horizons, and teaching folks to better appreciate experiences they had not personally encountered.
As the discussion wraps up, Bintou strongly recommends folks who are on the fence about making time to join the program to strongly consider attending it. She emphasizes that it's not merely a checkbox but an opportunity to become more informed, empathetic, and culturally humble. It equips individuals with the tools and skills necessary to foster inclusivity and navigate difficult conversations in the workplace.
If you're committed to creating an inclusive environment and enhancing your leadership skills, we urge you to as well to make time for this program.
For more information on how to register for the upcoming program, happening soon on October 5th and 6th, please visit this webpage: https://healthcareexperience.org/webinars/dei-certification-2/
Thursday Sep 21, 2023
NYC E.R. Doctor Talks Removing Communication Barriers with Patients
Thursday Sep 21, 2023
Thursday Sep 21, 2023
We are excited to be joined by Dr. Joshua Schwarzbaum as our guest once again this week on the Healthcare Experience Matters podcast. As a longtime emergency room physician in New York City, Dr. Schwarzbaum has plenty of experience breaking down communication barriers with patients.
He joins our show this week to talk about using a calming presence to defuse even the most distraught patients in this powerful episode.
As a board-certified emergency medicine physician at SBH Health System in the Bronx, Dr. Schwarzbaum brings extensive experience in tackling communication challenges in medicine to today’s podcast interview.
We welcome him back with open arms for this very important and timely discussion.
He previously joined our show, earlier this year for an engaging interview on dealing with difficult conversations with patients and their families. You can check that episode out here: https://healthcareexperience.org/difficult-conversations/
To listen to Dr. Schwarzbaum’s first podcast with us here on Healthcare Experience Matters about the “Code Breathe” initiative, you can find that here: https://healthcareexperience.org/code-breathe/
Dr. Schwarzbaum is also the founder of Healthy Inside, a website that aims to help individuals find wellness and positivity in the face of life’s challenges. You can learn more about the website here: https://healthyinside.net/
Learn more about today's episode: https://healthcareexperience.org/communication-barriers
Thursday Sep 14, 2023
Bias Aware Coaching for Building Inclusive Healthcare Leadership
Thursday Sep 14, 2023
Thursday Sep 14, 2023
In the latest episode of the Healthcare Experience Matters podcast, we welcome back Dr. Robert "Rob" Minkes, surgeon, and Physician Coach with the Healthcare Experience Foundation.
This week, Dr. Minkes joins us to discuss the Bias Aware Coaching Framework, shedding light on its role in fostering inclusive leadership. Topics we cover on today’s interview:
What is bias aware?
The bias aware coaching framework.
Why is a coaching approach so important to advance DEI?
A preview of the upcoming DEI Certifications Program (a two half-day virtual cohort session).
Learn More about this episode: https://healthcareexperience.org/bias-aware
Learn More about the DEI Certifications Program: https://healthcareexperience.org/webinars/dei-certification-2/
Thursday Sep 07, 2023
How Comedy Improv Skills Enhance Doctor/Patient Communication
Thursday Sep 07, 2023
Thursday Sep 07, 2023
To enhance your communication skills, and better assist patients, you might want to consider enrolling in an evening improv class. As we explore in this week's edition of the Healthcare Experience Matters Podcast, improv could be a beneficial step toward personal growth, professional development, improved listening skills, and even combating burnout.
Our guest this week is Dr. Michael Smith, the founder of HealthcareImprov.com, and when it comes to building empathy, there is no better tool than improv classes, as Dr. Smith can attest from his own experience.
In 2014, Dr. Smith embarked on his journey in improv by enrolling in Level 1 classes. He quickly recognized the potential of these newfound skills in enhancing his role as a hospitalist, prompting him to integrate them into his professional life.
The outcome was a more fulfilling work experience, improved patient interactions, and more effective teaching methods.
Learn More: https://healthcareexperience.org/improv-skills
Thursday Aug 31, 2023
How Volunteers Elevate the Patient Experience
Thursday Aug 31, 2023
Thursday Aug 31, 2023
Joining us on today’s episode of the Healthcare Experience Matters Podcast is Amy Buchwald, a longtime volunteer, actor, comedian, producer, and writer. She shares insights into the unique approaches she has implemented over the years as a volunteer to elevate the patient experience.
This interview offers many insights from Amy that have the strong potential to motivate others to volunteer and proves that you don’t need to be a medical expert to make a difference in a patient’s journey.
Learn More: https://healthcareexperience.org/volunteering
Thursday Aug 24, 2023
Why Confronting Physician Burnout Head-On Matters
Thursday Aug 24, 2023
Thursday Aug 24, 2023
Carolyn Ward, MD, joins our podcast this week for a candid chat about the impact of burnout on healthcare workers and potential remedies.
We're excited to have Dr. Ward in this conversation as she shares her personal experiences combating burnout and provides suggestions on how the healthcare industry as a whole can better address this widespread concern. Highlights from today's podcast include:
Examining the root causes of healthcare worker burnout.
Ward’s insights into her own struggles with managing burnout.
The most effective approaches to tackling physician burnout in the future.
Why "quitting medical practice" is not a sustainable solution for physicians contending with burnout.
Learn More: https://healthcareexperience.org/carolyn-ward
Thursday Aug 17, 2023
Thursday Aug 17, 2023
Actor-turned-activist Danny Woodburn joins the Healthcare Experience Matters podcast this week to discuss his journey of fighting for change and inclusion within the arts and beyond.
Danny is a veteran actor and longtime comedian. He has also dedicated much of his life to activist causes, and this includes being an integral part of the disability rights movement.
He most famously played Mickey Abbott on the legendary television series Seinfeld. His acting credits include more than 150 television and 30 film appearances and counting.
Learn More: https://healthcareexperience.org/danny-woodburn
Thursday Aug 10, 2023
Back to Basics: Relationship Rounding to Drive Outcomes
Thursday Aug 10, 2023
Thursday Aug 10, 2023
"Please enjoy this week's edition of the Healthcare Experience Matters Podcast, which features a repackaged broadcast of our recent webinar titled 'Back to Basics - Relationship Rounding to Drive Outcomes.'
This highly popular and well-received webinar has been edited and condensed to offer a more listener-friendly podcast experience.
Trust in leadership remains a key driver of clinician and physician engagement. However, rounding continues to be an elusive strategy for healthcare leaders aiming to create positive outcomes. Join us for a impactful conversation that will help elevate your leadership rounding practices, ultimately boosting engagement, retention, and enhancing patient experiences of care.
Learn more: https://healthcareexperience.org/relationship-rounding
Thursday Aug 03, 2023
A Guide to Managing your Patients’ Expectations
Thursday Aug 03, 2023
Thursday Aug 03, 2023
When expectations are managed properly, trust is built, and disappointment can be prevented.
We are delighted to welcome back a familiar face to the Healthcare Experience Matters Podcast this week! Dr. Nita A. Magee, PhD, RN, MHNP-BC, returns for her third appearance on our show and a crucial talk about managing patients’ expectations.
As loyal listeners to our show can attest, her insights are always enlightening and invaluable.
Dr. Magee is a mental health nurse practitioner with the G.V. (Sonny) Montgomery V.A. Medical Center in Jackson, Miss. With more than 30 total years of experience in healthcare, she has been with her institution for the last 26 years.
Learn More: https://healthcareexperience.org/expectations
Thursday Jul 27, 2023
Delivering Great Patient Experiences in Both Australia and the U.S.
Thursday Jul 27, 2023
Thursday Jul 27, 2023
We are thrilled to host Carly Newton this week to compare and contrast some of the unique patient experience nuances in the United States and Australia.
Carly Newton is a registered nurse and Manager of Therapy Access at Terumo Blood and Cell Technologies.
Carly brings a unique perspective to the conversation as she shares her firsthand experiences as both a patient in the U.S. and a nurse in Australia, making her exceptionally well-versed in the patient experience norms of both countries.
Learn More: https://healthcareexperience.org/australia
Thursday Jul 20, 2023
Highly Reliable Patient Communication Starts with CARES™
Thursday Jul 20, 2023
Thursday Jul 20, 2023
This week on our podcast, we welcome Deborah Zastocki, DNP, Ed.M., MA, RN, NEA-BC, FACHE, and Katie Owens, MHA, CPXP, to provide us with an overview of the CARES™ model for highly reliable patient communication.
CARES™ is a set of macro competencies developed by our Healthcare Experience Foundation (HXF) team based on nearly 15 years of studying and coaching patient communication interactions with thousands of leaders, staff, physicians, and providers blended with constantly emerging research at the intersection of patient experience and quality.
This recording is a recent live learning event webinar that has been condensed and shortened for a more friendly podcast listening experience.
Patient experience can be defined as the sum of all interactions patients encounter throughout their healthcare journey. The CARES™ model is not confined to a single interaction; rather, it comprises numerous micro competencies that, when combined, create an exceptional patient experience.
Learn More: https://healthcareexperience.org/cares-connect/
Thursday Jul 13, 2023
Dr. Henry Buchwald Discusses His New Book ”Healthcare Upside Down”
Thursday Jul 13, 2023
Thursday Jul 13, 2023
World-renowned surgeon, author, professor and patient healthcare advocate, Henry Buchwald, MD, PhD, joins the Healthcare Experience Matters podcast this week.
Dr. Buchwald is currently Professor Emeritus of Surgery and Biomedical Engineering at the University of Minnesota.
In his new book, "Healthcare Upside Down: A Critical Examination of Policy and Practice," Dr. Buchwald contends that the healthcare system in the United States has to do better. He asserts that it has transformed into an expensive and impersonal structure, failing to prioritize the best interests of both the nation and the individuals it aims to heal.
Learn More: https://healthcareexperience.org/henry-buchwald
Thursday Jul 06, 2023
Driving Excellent Patient Experiences by Improving the ”Little Things”
Thursday Jul 06, 2023
Thursday Jul 06, 2023
Often, it is the minor details that add up to make a major difference in elevating the patient experience. As we learn on this week’s episode, many overlooked “little things” can make a substantial difference in delivering excellent patient experiences.
In our latest episode of the Healthcare Experience Matters podcast, Dr. Christine Meyer, an internal medicine physician, shared her insights on the importance of addressing these little things that go beyond medicine and how it has helped her own practice reach impressive growth.
She also addressed issues like improving doctor-patient communication and the impact it has on patient experiences.
Learn More: https://healthcareexperience.org/christine-meyer
About Dr. Meyer
Christine Meyer, MD, is an internal medicine physician and founder of Christine Meyer, MD, and Associates (CMMD). CMMD is consistently named the top primary care practice in Chester County, Pennsylvania. More About CMMD: https://www.christinemeyermd.com/
In 2012, Dr. Meyer founded the Team CMMD Foundation, an award-winning nonprofit organization of volunteers, runners, and cyclists who support local families battling cancer. To date, the charity has raised and donated millions of dollars to local cancer patients and the funding of cancer research. More about this Foundation: https://teamcmmd.org/.
Dr. Meyer is also the author of The Longest Mile: A Doctor, a Food Fight, and the Footrace That Rallied a Community Against Cancer.
Thursday Jun 29, 2023
The Undeniable Keys to Building Trust with Patients
Thursday Jun 29, 2023
Thursday Jun 29, 2023
Trust is the foundation of any successful relationship, and that is especially true when it comes to building excellent patient experiences. In this episode of the Healthcare Experience Matters podcast, which focuses on building trust with patients, we warmly welcome back our guest, Katrina Coleman, BSN, MSN, to the show.
With an extensive background in nursing and healthcare leadership, Katrina currently serves as Leadership and Engagement Strategist with the Maryland Healthcare Education Institute (MHEI).
Learn More: https://healthcareexperience.org/building-trust
Thursday Jun 22, 2023
The Power of Health Literacy and Improving the Environment for Patients
Thursday Jun 22, 2023
Thursday Jun 22, 2023
Our guest on this week’s edition of the Healthcare Experience Matters podcast is Katie Owens, President of the Healthcare Experience Foundation. She leads us on a very important discussion regarding health literacy while highlighting powerful ways we can improve the patient’s environment.
“A third of adults in the United States have difficulty with these common tasks, such as following prescription medication directions or adhering to follow up instructions, and just about everyone is impacted by health literacy gaps,” Katie told us.
Learn More: https://healthcareexperience.org/health-literacy
Thursday Jun 15, 2023
Navigating Difficult Conversations with Patients and Families
Thursday Jun 15, 2023
Thursday Jun 15, 2023
Dr. Joshua Schwarzbaum is our guest on the Healthcare Experience Matters podcast this week, discussing the important topic of delivering difficult news to patients and loved ones. As a board-certified emergency medicine physician at SBH Health System in the Bronx, Dr. Schwarzbaum brings extensive experience in engaging in challenging conversations with patients and their families.
Drawing from his work in New York City's emergency rooms, Dr. Schwarzbaum shares his expertise and insights during this crucial conversation.
Learn more: https://healthcareexperience.org/difficult-conversations
Thursday Jun 08, 2023
Reducing Healthcare Disparities and Elevating the Patient Experience
Thursday Jun 08, 2023
Thursday Jun 08, 2023
Join us for a brand-new episode of the Healthcare Experience Matters podcast this week as we chat with Shawn Rossi, DHA, FACHE. Dr. Rossi currently serves as the Vice President of Communication & Member Engagement at the Mississippi Hospital Association (MHA).
Tune in as we explore the powerful connection between health equity and elevating the patient experience in this thought-provoking podcast. By highlighting this connection, we aim to shed light on the profound impact that addressing health disparities can have on enhancing patient care and satisfaction.
Topics we investigate in this important discussion include fostering trust, addressing unconscious biases, and leveraging data to transform healthcare delivery, ensuring equitable and exceptional care for all patients.
Learn More: https://healthcareexperience.org/health-equity
Thursday Jun 01, 2023
Healthcare Experience Matters 100th Episode Celebration!
Thursday Jun 01, 2023
Thursday Jun 01, 2023
Since 2021, the Healthcare Experience Matters podcast has (hopefully) been a part of your Thursday morning routine, and we are honored to have had the chance to bring you insightful conversations and deep storytelling on various aspects impacting the healthcare experience. Hosted by Casey Callanan, MBA, the podcast has reached a significant milestone with today’s 100th episode. In this special edition, we celebrate this achievement by highlighting six of the most popular episodes based on download and YouTube views.
By reaching our 100th episode, it’s evident that the show has provided a platform for insightful discussions, and it truly would not be possible without the array of incredible guests we are honored to have visited our show. We are grateful for the loyal listeners who have made this milestone 100th episode possible.
Here’s to the next 100 episodes of the Healthcare Experience Matters podcast, where more valuable insights and conversations await. If you want to dive deeper into any of the featured episodes, you can find the full links below with timestamps of when they can be heard in today’s podcast.
[1:35] The Importance of Mental Health, an Interview with Dr. Tammie Chang
[5:55] Practicing Emotional Intelligence as a Healthcare Provider with Dr. Paul Glisson
[7:33] The BATHE Technique for Improved Physician/Patient Communication with Dr. Kacey Gibson
[12:12] Keeping it Simple to Drive Excellent Patient Experience with Jeff Robbins
[15:17] Addressing Burnout Among Medical Assistants
[17:23] Reflections of Transformation from a Physician Leader to Patient and Back with Dr. David Zaas
Learn More About This Milestone 100th Episode: https://healthcareexperience.org/episode-100
Thursday May 25, 2023
Powerhouse Strategies for Physician Onboarding and Retention
Thursday May 25, 2023
Thursday May 25, 2023
This week on our podcast, we welcome George Mayzell, MD, MBA, and Rob Minkes, MD, PhD, MS-LOD, to provide us with valuable methods for both onboarding and retaining physicians.
Drs. Mayzell and Minkes are longtime contributors to the Healthcare Experience Matters Podcast and currently serve as physician coaches at the Healthcare Experience Foundation.
Effective physician onboarding and retention continue to be frequently cited barriers for organizations. In this week’s podcast, we share innovations and practical strategies that support physician engagement, strengthen team interactions, and drive successful partnerships with administration.
Learn More: https://healthcareexperience.org/onboarding-retention
Thursday May 18, 2023
Building a Culture of Engagement to Drive Healthcare Excellence
Thursday May 18, 2023
Thursday May 18, 2023
A disengaged workforce has major consequences in just about any industry. When that industry is healthcare, the consequences become even more dire. Our guest on this week’s edition of the Healthcare Experience Matters Podcast is Katie Owens, President of the Healthcare Experience Foundation.
Katie shares the latest research on how employee disengagement contributes to the underlying causes of major issues in delivering top-quality care to patients and provides us with guidance on addressing these problems.
Learn More: https://healthcareexperience.org/disengaged-employees
Thursday May 11, 2023
Navigating the Complexities of Healthcare and Insights for Leadership
Thursday May 11, 2023
Thursday May 11, 2023
In the latest episode of our Healthcare Experience Matters show, we sit down with Laura Orr, a healthcare executive with years of experience in navigating the complexities of the healthcare industry.
Laura shares her insights on what it takes to be an effective leader in this challenging environment, as well as strategies for managing competing priorities and building strong, resilient teams. Join us as we explore this important topic of healthcare leadership in our newest podcast episode.
This is Laura’s first time joining us on Healthcare Experience Matters. In addition to her years of operations, strategic planning, and board governance experience, she is the CEO of Forward. Forward is a company she founded that is dedicated to helping executive leaders and governing bodies drive organizational success.
Learn More: https://healthcareexperience.org/laura-orr