Healthcare Experience Matters

Practicing Gratitude for Effective Healthcare Leadership

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 

What it Takes to Elevate Healthcare Leaders through Coaching

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 

How to Retain Great Nurses (No Matter Your Budget, Scope, or Size)

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 

What Patient Experience Data Has Revealed Since the Pandemic Started

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 

What I Learned Mystery Shopping the Patient Experience

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 

What Compassionate Healthcare Leadership Needs to Look Like

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/

Leading with Compassion: A Guide to Effective Healthcare Leadership

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

Unlocking the Strategic Potential of Subsidiary Boards in Healthcare with Laura Orr

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/

Building a Skill Set for a More Inclusive Work Environment with Bintou Susso, CPHQ

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/ 

NYC E.R. Doctor Talks Removing Communication Barriers with Patients

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 

Bias Aware Coaching for Building Inclusive Healthcare Leadership

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/ 

How Comedy Improv Skills Enhance Doctor/Patient Communication

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 

How Volunteers Elevate the Patient Experience

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 

Why Confronting Physician Burnout Head-On Matters

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 

Embracing Disability Rights to Make a Lasting Change (with Danny Woodburn of Seinfeld)

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 

Back to Basics: Relationship Rounding to Drive Outcomes

"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 

A Guide to Managing your Patients’ Expectations

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 

Delivering Great Patient Experiences in Both Australia and the U.S.

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 

Highly Reliable Patient Communication Starts with CARES™

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/ 

Dr. Henry Buchwald Discusses His New Book ”Healthcare Upside Down”

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 

Driving Excellent Patient Experiences by Improving the ”Little Things”

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.

The Undeniable Keys to Building Trust with Patients

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 

The Power of Health Literacy and Improving the Environment for Patients

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 

Navigating Difficult Conversations with Patients and Families

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 

Reducing Healthcare Disparities and Elevating the Patient Experience

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 

Healthcare Experience Matters 100th Episode Celebration!

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 

Powerhouse Strategies for Physician Onboarding and Retention

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 

Building a Culture of Engagement to Drive Healthcare Excellence

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 

Navigating the Complexities of Healthcare and Insights for Leadership

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 

Unlocking the Secrets of Compassionate Leadership in Healthcare

Join Healthcare Experience Foundation President Katie Owens for a special episode of the Healthcare Experience Matters Podcast this week, where she previews the upcoming event, "Certificate in Foundations of Compassionate Leadership," and offers an in-depth exploration of what it means to become a compassionate leader in today's healthcare environment.
Don't miss out on the opportunity to become a certified compassionate leader! Mark your calendars for May 11 & 12, 2023, and join us for our highly anticipated fourth cohort of the Certificate in Foundations of Compassionate Leadership. This virtual event will be unlike any other, with two full days of immersive learning and networking from 9am-1pm EST.
Our previous event was a resounding success, with over 100 professionals from 21 healthcare organizations coming together to deepen their understanding and practice of compassion in both their personal and professional lives. The feedback was overwhelmingly positive, and we are thrilled to announce that this program will continue to grow and thrive in 2023.
Learn More: https://healthcareexperience.org/secrets-of-compassionate-leadership 

The Importance of Coaching in Healthcare with Dr. Rob Minkes

We're thrilled to have Healthcare Experience Foundation Physician Coach, Robert "Rob" Minkes, as our guest on this week's edition of the Healthcare Experience Matters Podcast.
Dr. Minkes, a board-certified general and pediatric surgeon, joins us to discuss the significance of working with a coach. Previously, he served as the System Medical Director for Adult Specialty and Surgical Services at Lee Health in Fort Myers.
Learn More: https://healthcareexperience.org/phyisican-coaching-intro

Strategies for Overcoming Nurse Burnout with Catie Harris PhD, MBA, RN

This week on the Healthcare Experience Matters Podcast, we are joined by Catie Harris PhD, MBA, RN. She will be sharing some unique strategies for nurses to confront burnout and find fulfillment. 
Learn More: https://healthcareexperience.org/nurse-burnout 

Upstream Solutions for Resident, Faculty, and Physician Development

Building a more resilient medical staff is something we can all get behind. Join our Healthcare Experience Foundation team in this week’s edition of the Healthcare Experience Matters Podcast as we share strategies that we have employed to support physicians.
Today’s panel of speakers includes HXF President and Co-Founder Katie Owens, and HXF Physician Coaches Drs. George Mayzell and Rob Minkes. Drs. Mayzell and Minkes bring decades of clinical and executive experience to the table for this discussion aimed at helping physicians in the early stages of their career.
Learn More: https://healthcareexperience.org/upstream-solutions/ 

The Problem with a Lack of Civility in Health Care with Cynthia Clark PhD, RN, ANEF, FAAN

Joining us this week on the Healthcare Experience Matters Podcast for a chat about civility is Cynthia Clark PhD, RN, ANEF, FAAN.
She is the Founder of the Civility Matters initiative and Professor Emeritus at Boise State University. She is also an award-winning professor, scholar, and author.
A lack of civility is problematic to nearly every workplace setting, and as health care professionals, it is imperative that we work in environments that promote civility, respect, and collaboration. Dr. Clark has made it her life's work to help create and sustain healthy work environments through her initiative, Civility Matters, which we discuss at length in today’s interview. 
Learn More: https://healthcareexperience.org/healthcare-civility/ 

Believe in the Journey of Your Dreams and Find Your Purpose with Lara Burnside

We are very excited to welcome Lara Burnside back to the Healthcare Experience Matters Podcast this week. She joins us for an inspiring discussion about dreams, finding your purpose, and the art of building towards major changes in your life. 
Lara is a two-time guest here on the podcast, and today’s discussion centers around takeaways from her 2014 book, called, Believe in the Journey of Your Dreams: Simple Steps to Create the Life You Imagine.
Learn More: https://healthcareexperience.org/believe-in-the-journey/ 

Why The Patient Experience Matters with Michelle ”Missy” Moorhead, MSN

Today we are joined by Michelle “Missy” Moorhead, MSN, for a lively discussion about why she is so passionate about the patient experience. We also discuss why excellent patient experiences matter today more than ever. With Lee Health in Fort Meyers, Florida, Missy currently serves as Patient Experience and Engagement Specialist.
The Healthcare Experience Matters Podcast is a weekly show dedicated to amplifying the voice of today’s leaders in shaping excellent patient experiences. We are very excited for this conversation with Missy. Her sincerity and passion for this line of work is contagious. She brings a wealth of clinical and patient experience expertise to the table.
Learn More: https://healthcareexperience.org/missy-moorhead/ 

Addressing Healthcare Burnout and Retention Through Leadership

Did you know? Healthcare organizations have experienced 100% turnover in the last five years and burnout has become pervasive among the caregivers we rely on most to deliver safe, compassionate care.
Research continues to demonstrate employees stay (or leave) based on the relationship with their supervisor and the degree to which they feel supported in their work.
In today’s edition of the Healthcare Experience Matters Podcast, make sure to join our team for a focused learning event on intentional leadership practices to restore workplace morale.
This broadcast includes the Healthcare Experience Foundation’s Brooke Billingsley, Vice President of Service Excellence, and two of our Executive Coaches: Kathleen Lynam, RN, MPA, and Dr. Deborah Zastocki, DNP, Ed.M, MA, RN.
Learn More: https://healthcareexperience.org/deliberate-leadership/ 

The Value of Social Intelligence in Healthcare Leadership with Dr. Paul Glisson

Last time we spoke with today’s guest on the Healthcare Experience Matters Podcast, Paul Glisson, D.O., MBA, FACEP, chatted with us about the benefits of strong emotional intelligence in healthcare. The conversation went so well that we invited him back for a repeat appearance.
This week we are chatting about the value of social intelligence in healthcare leadership with him. Although the discussion is aimed at those in leadership positions, the content of today’s chat will benefit employees working at any stage of their career in just about any role. 
Dr. Glisson currently serves as chief medical officer with Infirmary Health in Mobile, Ala. 
Learn more: https://healthcareexperience.org/social/ 

One Doctor’s Story: How Humanitarian Work Can Fight Burnout

We have a return guest this week on Healthcare Experience Matters for a compelling chat on selflessness. 
Trevor Turner, MD, is our guest once again. In this interview, we talk about his powerful relationship with giving back, medical volunteer work overall and the ways it helps reduce feelings of burnout. 
Aid work has been the catalyst for Dr. Turner’s trademark compassion and empathy over the years as both a physician and in his everyday life away from work. As we chat about in today’s discussion, volunteering can provide a deeply fulfilling rejuvenation of energy. 
It can provide healthcare workers – and really anyone -- with many lasting emotional rewards inside, including a reduction of burnout.   
Dr. Turner is a physician coach with the Healthcare Experience Foundation. In addition to his HXF coaching role, Dr. Turner is Director of Center for Orthobiologics at Georgia Bone and Joint, a midsized orthopedics practice near Atlanta.
Learn More: https://healthcareexperience.org/humanitarian-work/ 

Building a Purpose-Driven Healthcare Organization with Tiffany C. Chaney, FACHE

Tiffany C. Chaney, FACHE, joins the Healthcare Experience Matters Podcast this week to discuss what it takes to build a purpose-driven healthcare organization. In addition to being a Fellow with the American College of Healthcare Executives (FACHE), Tiffany is Chief Diversity Officer with Baptist Health in Montgomery, Alabama.
She is guided by the belief that every single person deserves to receive equitable, high-quality health care.
Learn More: https://healthcareexperience.org/purpose-driven-healthcare/ 

Service Recovery for Improving the Patient Experience

Mary-Lyn Baldauf joins the Healthcare Experience Matters show this week delivering insight for improving the patient experience through a strong service recovery strategy. 
Mary-Lyn is the Chief Executive Officer (CEO) of Qsource. This is her inaugural appearance on our podcast. 
Learn More: https://healthcareexperience.org/service-recovery/ 

Addressing the Problem of Nurse Bullying

Nearly half of the nursing workforce has reported experiencing bullying. All too often, the encounters are considered a "normal" part of the work environment.
We think it’s about time something is done to address this issue. Alongside our host, you will hear from three executive nurse leaders who share their expertise, best practices, and additional solutions for moving forward in our podcast this week.
This broadcast includes the Healthcare Experience Foundation’s Brooke Billingsley, Vice President of Service Excellence, and Executive Coaches, Kathleen Lynam, RN, MPA, and Dr. Deborah Zastocki, DNP, Ed.M, MA, RN.
Our panel is joined by our special guest, Kristen Johnson, MHA, BSN, RN, as we address a problem that affects people around the world and the patients we serve. 
Learn More: https://healthcareexperience.org/nurse-bullying/ 

Surviving Tragic Times: Mental Wellbeing Tips for Healthcare Providers & Patients

Natural disasters and tragedy can strike without warning leaving us forever changed. Returning to work after a tragedy can prove to be an extremely difficult task for those of us on the front lines of health care.
This week on our podcast we are joined by Dr. Kacey Gibson to discuss helping our patients (and ourselves) through these difficult times. 
Dr. Gibson is a family medicine doctor in Pensacola, Fla., and a Physician Coach faculty member with the Healthcare Experience Foundation (HXF) team. Her experience with practicing medicine and dealing with hurricanes is extensive. 
Learn More: https://healthcareexperience.org/mental-wellbeing/ 

Why Psychological Safety is so Important in Health Care

Today’s Healthcare Experience Matters Podcast episode covers psychological safety and its importance in a vibrant healthcare workplace. A workplace that takes protecting psychological safety seriously fosters a culture where individuals can speak up with new ideas, questions, and concerns in an effort to do better. 
The patient experience can be elevated in environments that protect psychological safety. In a really strong psychologically safe environment, everyone feels like they can speak up and say what's on their mind. This is how teams can learn more from each other and ultimately deliver better patient care. 
Our guest today is Stephan Wiedner, a psychological safety expert interviewed by our Podcast Director, Casey Callanan. Stephan Wiedner is a psychological safety expert whose career has focused on developing sustainable high-performance leaders, teams, and organizations.
In simple terms, psychological safety equates to having the courage to speak up and the confidence to know that when you do speak up, you will be heard.
Learn More: https://healthcareexperience.org/psychological-safety/ 

Making Traveler Nurses Feel Welcome & Elevating the Patient Experience

Gordon I. Groh, MD, MBA, and Katie Owens join our Healthcare Experience Matters Podcast this week for a truly memorable discussion about making traveler nurses feel welcome and elevating the patient experience.
With labor models predicting shortages in the healthcare field into the next decade, retaining all nurses -- including traveler nurses -- should be a top priority.
“What's going to separate really great health care organizations from ones who perform average is how they're going to go deal with this issue over the next decade,” Dr. Groh said. 
Dr. Groh is an orthopaedic surgeon at Asheville Orthopedic Associates with Mission Health in Asheville, NC.  He is a nationally recognized expert in his field. Katie is President of the Healthcare Experience Foundation and Vice President with Professional Research Consultants (PRC).
Learn More: https://healthcareexperience.org/travel-nurses/ 

Expanding Your Rebound: Navigating 2023 with Agility

We encourage our podcast listeners to kick 2023 off by listening to this new broadcast from the Healthcare Experience Foundation (HXF) about expanding your rebound and finding ways to navigate this new year with agility.
The importance of setting your top priorities for 2023 is explored in-depth within today’s episode of our weekly podcast.
Like many healthcare leaders, you may be experiencing:
Decreasing workforce engagement.
Recruitment and retention difficulties.
Heightened staffing challenges.
Despite these obstacles, we all know there are plenty of goals that need to be met. This podcast is co-hosted by three speakers from our HXF team: Katie Owens, Kathleen Lynam and Brooke Billingsley.
Learn More: https://healthcareexperience.org/expanding-your-rebound/ 

Elevating the Patient Experience in Behavioral Health with Michelle Spurlock, MSN, MBA

We are thrilled to be joined by Michelle Spurlock, MSN, MBA, for this week’s edition of the Healthcare Experience Matters Podcast. This chat is focused on elevating the patient experience in behavioral health and engaging the behavioral health workforce. 
Michelle currently serves as Vice President of Nursing Services with Acadia Healthcare. As a native of Louisville Kentucky, she has spent her 37-year nursing career dedicated to behavioral health. Her current role includes looking at ways to improve patient care, patient safety, and providing mentorship to new nursing leaders.
Learn More: https://healthcareexperience.org/behavioral-health/ 

The Three Strategies to Boost Physician Engagement Now

Three practical strategies that can be implemented to boost physician engagement are presented this week on our Healthcare Experience Matters Podcast.
We encourage you to make time for today’s episode with Dr. George Mayzell and Brooke Billingsley if physician engagement is a priority in your organization. This short podcast (less than 30 minutes long) could make a major difference in your strategic planning as we head into 2023. 
Our Healthcare Experience Foundation coaching team, led by Dr. Mayzell and Brooke, share the results of our work at over 100 healthcare organizations to advance physician and provider engagement in this podcast. 
We also share research on the most impactful strategies to restore resilience, compassionate practice, and loyalty. Our goal by the conclusion of this podcast is to have three practical strategies for you to take back to your organization.
Learn More: https://healthcareexperience.org/boost-physician-engagement/ 

Creating Conditions to Motivate a Staff of Busy Clinicians

Healthcare Experience Foundation (HXF) Executive Coach, Deborah Zastocki, DNP, Ed.M., MA, RN, NEA-BC, FACHE, joins our program this week. We are pleased to welcome her back to our podcast for a chat about creating conditions to motivate clinicians in busy environments.
Learn More: https://healthcareexperience.org/motivate-clinicians/ 

Justice, Equity, Diversity & Inclusion (JEDI) with Matthew Whitaker, PhD

Matthew Whitaker, PhD, joins our Healthcare Experience Matters Podcast this week for a timely discussion about Justice, Equity, Diversity, and Inclusion (JEDI).
Dr. Whitaker is a faculty member here at the Healthcare Experience Foundation (HXF) and he is the founder and Chief Executive Officer (CEO) of Diamond Strategies, LLC.
Learn more: https://healthcareexperience.org/jedi/