Healthcare Experience Matters

What Quiet Quitting Means for Your Healthcare Organization

Understanding the consequences of what quiet quitting means to the core of your healthcare organization is at heart of our episode this week. It is a discussion led by Brooke Billingsley and Karl J. Ahlrichs, SHRM-SCP, SPHR, CSP.
You may have heard the recent term quiet quitting. In this podcast we explore the quiet quitting phenomenon and look at the impact and cost it may have on your organization. Most importantly, our panel provides steps you can take as a leader to restore team purpose. 
Learn More: https://healthcareexperience.org/quiet-quitting/ 

The BATHE Technique for Improved Physician/Patient Communication

We have Dr. Kacey Gibson back on our Healthcare Experience Matters Podcast this week for a chat about implementing the BATHE technique in your daily interactions as a healthcare provider.
Dr. Gibson is a family medicine doctor in Pensacola, Fla., and a Physician Coach faculty member with the Healthcare Experience Foundation (HXF) team. She has an unrelenting passion for improving physician/patient communication. 
BATHE is an acronym for Background, Affect, Trouble, Handling, and Empathy. 
Learn More: https://healthcareexperience.org/bathe-technique/ 

Conflict Management Through Communication in Healthcare

Today we dive into one of the most frequently requested topics that we get here at the Healthcare Experience Foundation (HXF) and that is conflict. 
This week’s episode of the Healthcare Experience Matters Podcast covers:
Interpersonal conflict in our day-to-day interactions
Conflict between leaders and team members
Peer-to-peer conflict
Conflict between individuals and their reporting supervisor
This broadcast is a repurposed webinar from the HXF team. It has been condensed for a more friendly podcast listening experience. This episode is hosted by the HXF’s Katie Owens.
Learn More: https://healthcareexperience.org/conflict-management/ 

Providing Great Patient Experiences to Move Your Culture Forward with Lara Burnside

Our friend Lara Burnside is back on the Healthcare Experience Matters Podcast this week. Lara and our Podcast Director, Casey Callanan, discuss the art of providing great patient experiences to move our workplace culture forward in this new podcast.
Lara currently serves as Senior Vice President, Chief Experience Officer, with JPS Health Network in Texas. Lara has been a healthcare professional for more than two decades with experience in all levels of hospital leadership. We are extremely excited for her second appearance on our show this week.
Learn More: https://healthcareexperience.org/patient-experiences-culture/ 

How to Fix Incivility in the Workplace with Jeff Robbins

Tackling some of the toughest topics in healthcare is what this podcast is all about and for many folks out there, few things are as seemingly difficult as battling incivility. We are grateful for the return of Jeff Robbins, MBA, CPXP, to our Healthcare Experience Matters Podcast this week as we discuss fighting incivility in the workplace.
Jeff is the Director of Coaching here at the Healthcare Experience Foundation. He encompasses a deep passion for fighting incivility in the workplace. As he talks about in-depth on today’s recording, it was his own experience dealing with incivility that shaped his desire to fight it. 
Learn more: https://healthcareexperience.org/fix-incivility/ 

Defining Excellent Patient Experience Leadership with Hope Brown

We are excited to welcome Hope Brown back to the Healthcare Experience Matters Podcast this week for a discussion about patient experience leadership. 
Hope is the Patient Experience Director with Children's Hospital and Medical Center, a regional pediatric specialty health care center in Omaha, Nebraska.
Learn more: https://healthcareexperience.org/hope-brown/ 

What Music Therapy Can Teach Us with Jenna Bollard-Marcovitz, MA, MT-BC, CCLS

This week we learn what the field of music therapy can teach us about mindfulness, fighting burnout, and its impact on patient experiences. Our guest is Jenna Bollard-Marcovitz, MA, MT-BC, CCLS. 
She brings us a powerful interview on the role of music therapy in today’s healthcare environment. 
Learn more: https://healthcareexperience.org/music-therapy/ 

Compassionate Leadership and the Art of Being Kinder to Ourselves

This week’s guest on the Healthcare Experience Matters Podcast is Brooke Billingsley. She has been a healthcare professional for more than 25 years and currently serves as Vice President of Service Excellence with the Healthcare Experience Foundation (HXF).
Brooke will be a featured speaker at our upcoming Compassionate Leadership event. Brooke is a leading voice when it comes to communicating the principles and importance of self-compassion. On today’s podcast she brings us crucial wisdom on how to be kinder to ourselves while demonstrating the value of self-forgiveness.
Learn more about today's chat with Brooke: https://healthcareexperience.org/being-kinder/ 
Compassionate Leadership Virtual Training
We want to remind you that time is almost up to register for next week’s Compassionate Leadership Certificate event taking place October 27 and 28, 2022 from 9am to 1pm EST. 
You can learn more here: https://bit.ly/3gnW10X 
And register now here: https://bit.ly/3VEQkvM 

Tips for Giving Feedback and Overcoming Impression Management

To create learning and improvement, giving feedback is essential. This week, our podcast explores what gets in the way of effective feedback and dives into our top five strategies to give more effective feedback.
Katie Owens is our featured speaker for today’s episode. She currently serves as HXF Co-Founder and President.
Learn more: https://healthcareexperience.org/giving-feedback/ 

Exploring the Burden of Empathetic Distress in Healthcare

This week we are joined by a veteran guest of the Healthcare Experience Matters Podcast to discuss the different ways we can work to move past empathetic distress as healthcare workers.
We welcome back Kathleen Lynam, RN, MPA, for a very important and timely discussion on this pressing issue in the healthcare community that impacts society as a whole too. 
Kathleen is an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF). She brings decades of nursing leadership experience to the conversation.
Learn more: https://healthcareexperience.org/empathetic-distress 

What Patient Experience Excellence Looks Like with Lara Burnside

Defining patient experience excellence is at the foundation of our podcast interview this week with Lara Burnside. Lara is Senior Vice President, Chief Experience Officer with JPS Health Network in Texas. With 25 years of experience in this field under her belt, we are extremely excited for her inaugural appearance on the Healthcare Experience Matters Podcast.  
JPS is the public hospital in Tarrant County, Texas. It serves Fort Worth and the surrounding areas within Tarrant County. According to Lara, JPS currently has about 7200 employees and 1.2 million patient encounters throughout their hospital and clinics. JPS is the largest behavioral health provider in North Texas.
Lara has been a healthcare professional for more than two decades with experience in all levels of hospital leadership.
Learn More: https://healthcareexperience.org/lara-burnside/ 

What it Takes to Restore a Culture of Civility in Healthcare

The need to foster healthy work environments for our leaders, staff and physicians and equip our teams with tools to broaden civility and combat incivility is at an all-time high. 
Over the past 12 months our Healthcare Experience Foundation (HXF) team’s research and coaching have uncovered an unprecedented cost attached to incivility within healthcare organizations. Join Healthcare Experience Foundation's Jeff Robbins, Director of HX Coaching, for today’s episode of our podcast to explore the purpose and impact of civility.
“Civility is complex. It can mean a lot of things to a lot of people. But what I feel is that it's best defined as respect in action,” he said. 
This episode is a condensed version of a recent live learning event from the HXF team. It has been edited down and repackaged into a friendly podcast listening experience.
Learn more: https://healthcareexperience.org/culture-of-civility/ 

How Leadership Behavior Helps Reduce Employee Turnover

Joining us this week is Deborah K. Zastocki, DNP, EdM, MA, RN, NEA-BC, FACHE(r). She brings her expertise to our show while expressing her thoughts on how effective leadership can aid in reducing employee turnover.
Deborah is a Coach with us here at the Healthcare Experience Foundation. With more than 30 years of experience, Deborah’s professional career has been highlighted as a clinical professional journey from staff nurse to nurse executive roles, author, adjunct faculty, and healthcare executive. We are excited to have her join our podcast for the first time. 
We are excited to have her join our podcast for the first time. Learn more: https://healthcareexperience.org/reduce-employee-turnover/ 

Advancing the Patient Experience in Children’s Healthcare

Hope Brown joins the Healthcare Experience Matters Podcast this week to share her thoughts on what it takes to advance the patient experience in pediatric care. 
On today’s discussion, we learn about some key challenges that exist when it comes to providing excellent patient experiences for children.
Hope currently serves as Director of Patient Experience with Children’s Hospital and Medical Center – Omaha in Nebraska.
Learn more: https://healthcareexperience.org/childrens-healthcare/ 

Communication and Patient Empathy in Fast-Paced Settings with Dr. Kacey Gibson

Today’s podcast with Dr. Kacey Gibson might best be summed up in three simple words: “Just Be Human.”
We are excited to be joined by Dr. Gibson for the first time on our Healthcare Experience Matters Podcast this week. She delivers a terrific interview regarding the importance of careful communication with patients.
We also talk in-depth about maintaining strong empathy for our patients in fast-paced environments. To go along with that empathy, Dr. Gibson talks with us about the importance of always utilizing easy-to-understand plain language.
Learn more: https://healthcareexperience.org/patient-empathy 

New Research on the Practical Application of Leader Behaviors

This week on the Healthcare Experience Matters podcast we are exploring the practical application of new research on leader behaviors. This is a fantastic recap on what’s new in this field and how we can apply it to our everyday working environments in patient care.
This episode is a condensed version of a recent live learning event from the Healthcare Experience Foundation’s content team. This learning event has been edited down and repackaged into a friendly podcast listening experience. We hope you enjoy this opportunity to catch up on this important subject matter. 
This chat is led by the Healthcare Experience Foundation’s Kathleen Lynam. Kathleen is Executive Coach and Senior Advisor with HXF. She has dedicated her entire career to patient care and physician coaching.
Learn more: https://healthcareexperience.org/leader-behaviors 

An Insider’s Guide to Leading with Compassion

We are excited to bring you an insider’s guide to leading with compassion this week on the Healthcare Experience Matters Podcast. Our guest is Healthcare Experience Foundation (HXF) Co-founder and President, Katie Owens.
“Compassionate leaders are self-motivated. They're able to influence employees and medical staff positively,” she told us.
Learn more: https://healthcareexperience.org/leading-with-compassion 

A Thank You to Our Nation’s Healthcare Workers from Our Podcast Director

After the recent birth of his first child, Healthcare Experience Foundation’s Podcast Director, Casey Callanan, joins the Healthcare Experience Matters as a guest this week. While typically serving as the host, this is the first time Casey has joined our podcast as a guest since the show’s inception in 2021.
After receiving an outstanding patient experience upon the birth of his first child, today’s episode is a heartfelt thank you to healthcare workers around the United States and world. This is an episode full of gratitude and can hopefully serve to brighten people’s day who work in patient care. 
Learn more: https://healthcareexperience.org/thank-you 

Maintaining Empathy for Patients in a Busy Practice Environment with Dr. Trevor Turner

Healthcare Experience Foundation (HXF) Physician Coach, Trevor Turner, MD, brings his enthusiasm for the patient experience to our podcast this week. Dr. Turner joins us for a discussion about upholding empathy and thorough communication in a demanding patient care setting. 
In addition to his HXF coaching role, Dr. Turner is Director of Center for Orthobiologics at Georgia Bone and Joint, a midsized orthopedics practice near Atlanta. 
Learn more: https://healthcareexperience.org/maintaining-empathy/  

Building a Positive Workplace Culture in Healthcare that Lasts

How to build and sustain a positive workplace culture is explored this week on the Healthcare Experience Matters Podcast.
Katie Owens, Healthcare Experience Foundation (HXF) co-founder and president is our guest. We are excited to welcome Katie back for this crucial conversation on the ins and outs of creating a positive workplace culture that lasts. 
It is far from a secret that there is often a profound difference in the quality of the interactions we have with disengaged team members versus those that are engaged. 
“Engagement is at the core of our ability to leverage and influence all of our balance scorecard outcomes,” Katie said.
Learn more: https://healthcareexperience.org/ 

Simple Tips for Efficient and Effective Physician/Patient Communication

Everyone is pressed for time in healthcare and effective communication has always been a top priority. Effective communication does not necessarily need to take more time to implement though.
As we learn on today’s podcast episode with Dr. George Mayzell, often it’s a matter of rephrasing things. 
Today’s podcast episode comes with a companion infographic with many suggestions for better using language when providing care and comfort to patients. We hope you will find it useful to read before or after listening to today’s episode with Dr. Mayzell. You can access it here: https://bit.ly/3v3iq8C 
Did you know? Effective physician-patient communication has been shown to positively influence health outcomes by increasing patient satisfaction, leading to greater patient understanding of health problems and treatments available, contributing to better adherence to treatment plans, and providing support and reassurance to patients.
More about today's episode: https://healthcareexperience.org/effective-communication/ 

”Never Stop Gratitude” with Author TJ Sweet

Author TJ Sweet joins the Healthcare Experience Matters Podcast this week to discuss his book, “Practice Gratitude: Find Joy.” He brings us inspiring and practical ideas for how we can better implement gratitude in our daily lives. 
No matter what path your career journey has taken you on, there are sure to be several useful takeaways for building gratitude in this podcast. 
TJ is an accomplished keynote speaker, writer, and certified life and business coach. In addition to being an author, he is a podcaster, YouTuber, and an all-around media enthusiast. 
Learn more about today's show: https://healthcareexperience.org/tj-sweet 

Keeping it Simple to Drive Excellent Patient Experiences

Making his second appearance as a guest on the Healthcare Experience Matters Podcast this week is Jeff Robbins. Jeff joins us for a memorable discussion on what drives his passion for promoting excellent patient experiences.  
As you will hear on today’s show, Jeff explains in simple terms how healthcare professionals can engage their patients to drive excellent experiences. We are grateful for Jeff’s candor on today’s emotional podcast interview. 
“My Mom had the worst outcome you could have; however, the patient experience itself was fantastic,” Jeff told us. 
Midway through today’s episode Jeff shares a personal story about his own mother’s experience in the hospital. This story has helped shape the passion he has for the coaching work he is a part of with the Healthcare Experience Foundation (HXF).
Learn more: https://healthcareexperience.org/patient-experiences 

Influencing Compassion in our Organizations as Healthcare Leaders

Mark S. Rulle, EdD, leads our discussion this week on the Healthcare Experience Matters Podcast. This is a chat about influencing compassion in our organizations as healthcare leaders. 
Mark currently serves as President of Maryland Healthcare Education Institute (MHEI). For those that may be new to our podcast, the Healthcare Experience Foundation (HXF) and MHEI have been teaming up to present the Certificate in Foundations of Compassionate Leadership virtual cohort sessions over the past year.
This podcast is an inspiring clip from a session Mark presented at a past event. It has been edited and shortened for a friendly podcast listening experience.
Learn more: https://healthcareexperience.org/influencing-compassion/ 

How Physicians Can Mitigate Burnout by Maintaining a Positive Practice Culture

Our guest this week on Healthcare Experience Matters is Natasha Beauvais, MD, MPH. Dr. Beauvais joins us for a discussion about reducing burnout in healthcare through maintaining a positive practice culture. 
She is a board-certified family medicine physician with Northern Virginia Family Practice. 
Burnout and culture are two cornerstone topics of conversation on our podcast. Today’s chat with Dr. Beauvais brings another fresh perspective on these pressing subjects. 
Learn more: https://healthcareexperience.org/mitigate-burnout/ 

Navigating Generational Diversity in Healthcare and Beyond

Lorraine Parker-Clegg joins the Healthcare Experience Matters Podcast this week for a truly inspiring chat about navigating generational diversity. 
Lorraine touches on the challenges and benefits of a multigenerational workforce when it comes to working in healthcare and other industries. She also brings the discussion back to its impact on the patient experience. 
Lorraine has deep expertise in engaging the multigenerational workforce. She has an extensive healthcare and human resources background. 
“Ultimately, every facet of the world that we’re living in from a human resources standpoint is impacted by this,” Lorraine said. 
Learn more: https://healthcareexperience.org/generational-diversity/  

The Patient Experience in a Multilingual Setting

This week on the Healthcare Experience Matters Podcast we have Ninfa Segarra, JD, and Maureen Eisner join us to discuss the patient experience in a multilingual setting. Examining the logistical challenges and importance of striving for excellent patient outcomes in a multilingual environment is at the heart of today’s podcast.
With SBH Health System, Ninfa is Senior Vice President, Communications & External Affairs, Community & Government Affairs, and Chief Diversity Officer. Maureen is the Vice President of Patient Experience and Bioethics with SBH Health System.
SBH Health System is a major safety net hospital in The Bronx in New York City. As we learn on today’s podcast, SBH serves a needy and wonderful community in the largest, most diverse city in America.
Learn more: https://healthcareexperience.org/multilingual-hospital/ 

What it Takes to Build a Top Ten Most-trusted Healthcare Brand

On today’s episode of the Healthcare Experience Matters Podcast we chat with someone who knows what it takes to build an extremely trusted healthcare brand. Timothy Seay-Morrison, EdD, LCSW, joins us to discuss his passion for advancing the patient experience and how it all factors in to building a trusted healthcare brand.
Dr. Seay-Morrison is Executive Director of Ambulatory Care and Service Lines with Stanford Health Care in Palo Alto, California.
In a report released last year from Monigle, the AHA (American Hospital Association), and SHSMD (Society for Health Care Strategy and Market Development), Stanford Health Care ranked in the top ten of the most-trusted health care brands. 
We catch up with Dr. Seay-Morrison on today’s show to learn more about his role as Executive Director of Ambulatory Care and Service Lines and how the tireless commitment to improving the patient experience helped Stanford Health Care achieve this honor. 
More about today's podcast: https://healthcareexperience.org/trusted-healthcare-brand/  
To learn more about this report from Monigle, you can visit Monigle's website: https://www.monigle.com/hbe-v4/  
For more information about Stanford Healthcare, please visit: https://stanfordhealthcare.org/ 

The Quest to Continuously Improve the Patient Experience with Joe Snipp, VP of PX and Consumerism with Aspirus Health

Joe Snipp, Vice President of Patient Experience and Consumerism with Aspirus Health visits the Healthcare Experience Matters Podcast today. Joe shares his unwavering passion for his job and his thoughts on the importance of a proactive approach for continuously enhancing the patient experience.
Headquartered in Wausau, Wisconsin, Aspirus Health is a non-profit, community-directed health system with 11,000 employees serving patients throughout Wisconsin and Upper Michigan.
As a data-driven individual, Joe has been working in the worlds of healthcare, statistics, and teaching for well over twenty years. It was during this time he gained what he calls, “a burning passion for the patient experience.”
Learn more: https://healthcareexperience.org/joe-snipp  

The Code Breathe Initiative with Dr. Joshua Schwarzbaum

Our guest on today’s episode of the Healthcare Experience Matters Podcast is Dr. Joshua Schwarzbaum. He joins us to discuss the “Code Breathe” initiative that he helped develop in the Emergency Department at St. Barnabas Hospital in New York City.
Dr. Schwarzbaum is a board-certified emergency medicine physician with SBH Health System in the Bronx. 
At its essence, the initiative is about taking roughly five minutes a day to sit down as a team of colleagues to breathe and relax. It’s a chance to be mindful in an effort to re-energize and re-focus as a collective group. He provides deep insight for us on today’s episode about this very successful initiative. 
You can learn more here: https://healthcareexperience.org/code-breathe 
 

Speed to Trust: What Can We Gain with Better Senior Leader Rounding?

Today’s Healthcare Experience Matters podcast episode features a recent webinar from the Healthcare Experience Foundation (HXF). This webinar is entitled, “Speed to Trust: What Can We Gain with Better Senior Leader Rounding?”
If you missed the webinar earlier this month, we are making it available now and fully on-demand through our weekly podcast. This recording has been edited and shortened for a friendly podcast listening experience.
The discussion is led by Katie Owens. Katie is Co-Founder and President of HXF. To help put things into perspective, Katie starts this webinar with a powerful quote from American author and organizational anthropologist, Judith Glaser:
"To get to the next level of greatness depends on the quality of the culture, which depends on the quality of relationships, which depends on the quality of conversations. Everything happens through conversations."
This quote illustrates the challenge of restoring a culture of trust and confidence in the workforce, a key theme throughout today’s webinar.
Learn more: https://healthcareexperience.org/speed-to-trust 

Simple Ways to Authentically Show Gratitude as Healthcare Leaders

Win Howard is once again our guest on Healthcare Experience Matters. Win joins our podcast to discuss a topic that is near and dear to his heart—gratitude. Today’s discussion focuses on the implementation of gratitude in straightforward and unique ways to make a genuine impact on people.  
There are takeaways from the discussion that are helpful to those in healthcare leadership positions, but the basic principles of this discussion are applicable to folks in any walk of life.
As loyal listeners of this podcast can attest, Win is a devoted and passionate healthcare leader. He currently serves as the Chief Executive Officer (CEO) of Asante Three Rivers Medical Center. Located in the rural setting of Grants Pass, Oregon, Asante Three Rivers Medical Center is a 120-bed facility with about 1200 employees. It is a 5-star CMS hospital. 
The impact of employee culture and its influence on both the patient experience and safety was the focus of our first chat with Win. This interview took place in December 2021 and you can listen to it here: https://healthcareexperience.org/win-howard/ 
Learn more about this episode: https://healthcareexperience.org/win-howard-gratitude More about the Healthcare Experience Foundation: https://healthcareexperience.org/

Practicing Emotional Intelligence as a Healthcare Provider

Our guest on this week’s episode of Healthcare Experience Matters is Paul Glisson, D.O., MBA, FACEP. Dr. Glisson currently serves as chief medical officer with Infirmary Health in Mobile, Ala. 
Today’s discussion centers around Dr. Glisson’s thoughts on the importance of emotional intelligence and its value to the worldwide community of healthcare workers and the patient experience. 
Learn more: https://healthcareexperience.org/emotional-intelligence 

Why Compassion is Needed Now with Kathleen Lynam, RN, MPA

The Merriam-Webster dictionary defines compassion as “a sympathetic consciousness of others' distress together with a desire to alleviate it." In other words, compassion is about recognizing that someone is suffering and trying to help them.
We all have our own definition of compassion and we all know what it means to us as individuals, but it is abundantly clear based on our chat with today’s podcast guest: compassion is needed now. Compassion is especially important to those that work in healthcare. 
In this week’s newest episode of the Healthcare Experience Matters Podcast, Kathleen Lynam, RN, MPA, joins us to chat all things compassion. Kathleen is an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF). She brings decades of nursing leadership experience to the conversation. 
Learn more about today's episode: https://healthcareexperience.org/compassion-now 
For those looking to explore this topic more in-depth, please consider attending the Certificate in Foundations of Compassionate Leadership event. Virtual training for this event will take place on May 12 & 13, 2022, from 9am-1pm EST. 
This program is offered by the Healthcare Experience Foundation (HXF) and Maryland Healthcare Education Institute (MHEI), and you can get more information on this event here: https://www.mhei.org/events/virtual-training-certificate-in-foundations-of-compassionate-leadership/ 

Knowing Your Strengths to Improve the Patient Experience

The Healthcare Experience Matters podcast welcomes back Katie Owens to our program this week. We chat about strategies for identifying and understanding our own strengths and weaknesses. 
Through our interview with Katie, we strive to uncover the various ways we can improve the patient experience by recognizing and embracing our own strengths.  
As we learn on today’s episode, it can be easy to lose track of what we do well when we get fixated on our weaknesses. This episode serves as a reminder to the power of expanding and amplifying our strengths. 
Katie Owens is the Co-Founder and President of the Healthcare Experience Foundation (HXF). The HXF mission is audaciously simple: shaping cultures so every person can receive and deliver the best healthcare experience.
Learn more: https://healthcareexperience.org/know-your-strengths 

Takeaways on Improving the Patient Experience from the Beryl Institute ELEVATE PX 2022

Joining us for this week’s installment of our podcast is Barry Fleming from the Healthcare Experience Foundation (HXF) Team. We discuss takeaways, inspiring stories about elevating the patient experience, and more from The Beryl Institute ELEVATE PX 2022 Conference. This event took place late last month in Indianapolis. 
Learn more: https://healthcareexperience.org/elevate-px-2022/ 

Mental Health Tips for Busy Practitioners

The Healthcare Experience Matters podcast is pleased to welcome back Nita A. Magee, PhD, RN, MHNP-BC, to our show this week as we chat about mental health advice for busy practitioners. 
This is a “must listen” podcast for anyone working in healthcare that finds themselves too busy taking care of other people to the point that they are not making enough time for themselves. 
You can learn more: https://healthcareexperience.org/mental-health-tips/ 
Dr. Magee first joined our podcast in January 2022 for a discussion about what it means to be a compassionate leader. You can listen to that episode here: https://healthcareexperience.org/compassionate-leadership-intro/ 

Using Data to Tell a Story and Improve the Patient Experience

Making his first appearance ever on the Healthcare Experience Matters Podcast this week is Jeff Robbins. Jeff is a coaching leader with the Healthcare Experience Foundation (HXF).
He joins us to chat about what he has learned over the years when it comes to collecting and using data to tell a story and improve the patient experience. He is a Certified Patient Experience Professional and a Licensed Nursing Home Administrator.
Learn more: https://healthcareexperience.org/data-storytelling 

The Importance of Mental Health, an Interview with Dr. Tammie Chang

This week we visit with Dr. Tammie Chang for an important and honest conversation about the importance of speaking up about mental health. 
Dr. Chang is on a mission to end the stigma attached to discussing mental health struggles. She believes we are all better served when we discuss mental health struggles openly, especially as healthcare professionals. 
We applaud Dr. Chang for her candor, sincerity, and courage. This podcast interview deals with emotional wellness, the pressure of working in a demanding field, and many other issues facing today’s physicians and healthcare workforce. 
Learn more: https://healthcareexperience.org/tammie-chang 

Getting Corporate Culture Right in Healthcare

A longtime favorite of ours is back for today’s episode of Healthcare Experience Matters. Kathleen Lynam joins us to chat about getting corporate culture right in healthcare.
The backbone of today’s conversation comes from an article that was released last fall from an issue of MIT Sloan Management Review. The article is called “10 Things Your Corporate Culture Needs to Get Right.” You can read the article for free here: https://sloanreview.mit.edu/article/10-things-your-corporate-culture-needs-to-get-right/  
The takeaways from this article can apply to all industries. Kathleen tailored this conversation to the specifics of healthcare and the patient experience. 
Kathleen is an Executive Coach and Senior Advisor with Healthcare Experience Foundation (HXF). She is a registered nurse with decades of both clinical and managerial experience. She has worked for different healthcare institutions throughout the New York metropolitan area. We are grateful for her insight and observations.
Learn more: https://healthcareexperience.org/healthcare-corporate-culture/

Avoiding Blame and Judgement, an Interview with Katie Owens

Today's episode of the Healthcare Experience Matters podcast is all about strategies for avoiding blame and judgement. We explore this topic with Katie Owens, the Co-Founder and President of the Healthcare Experience Foundation (HXF). 
When we continuously place blame on others it damages relationships and negatively impacts our work environments. With efforts in place to avoid blame and judgement, we create an atmosphere that allows the patient experience to better thrive. 
“If we're not careful, blame creeps into our vocabulary and we leave an emotional wake behind,” Katie described. 
Learn more: https://healthcareexperience.org/blame-and-judgement/ 

Agency Nurses and the Patient Experience

Today’s episode of the Healthcare Experience Matters Podcast is a discussion about agency nurses and the patient experience with Dianna D. Knight, MSN, RN, NEA-BC.
“The Great Resignation” and staff turnover are on everyone’s mind right now in many different industries. Healthcare is also being greatly impacted. It’s important to be mindful of the way these challenges might impact the patient experience.
Dianna is Executive Director of Patient and Family Experience and Acute Care Nursing Services at WakeMed Health and Hospitals in Raleigh, North Carolina.
Learn more: https://healthcareexperience.org/agency-nurses/ 

Equipping People to Receive and Deliver the Best Care, a chat with Steve Lawler

Steve Lawler, President and CEO of the North Carolina Healthcare Association (NCHA) is our guest this week on the Healthcare Experience Matters Podcast. 
Steve was selected to lead NCHA in 2017, a trade association founded in 1918. Today it represents more than 130 hospitals and health systems.
Equipping people to receive and deliver the best care happens in many different ways and at many different levels. With improving the patient experience at the heart of what NCHA is all about, it was excellent having Steve join us to share reflections, lessons learned, stories, and more.  
As discussed on today’s podcast with Steve, many of the issues facing hospitals in North Carolina are representative of the challenges confronting healthcare institutions across the United States and world.
Learn more about this interview with Steve: https://healthcareexperience.org/steve-lawler/ 
 

Reversing the Impact of Emotional Exhaustion in Healthcare

Katrina Coleman is back on the Healthcare Experience Matters Podcast this week.
Much like when she joined us back in November for her encouraging interview with us about gratitude, today’s episode is another memorable show. This time we cover emotional exhaustion and its impact on healthcare workers throughout the world.
Katrina will leave listeners with some reasons for optimism as this interview has many important nuggets about reversing emotional exhaustion.
“Practice self-compassion and be gracious with yourself,” she said. “Emotional exhaustion can be reversed and you can thrive again, but it won’t be reversed without action on your part.”
Katrina is a Leadership and Engagement Strategist with Maryland Healthcare Education Institute (MHEI) in Elkridge, Md.  She has been with MHEI for more than a decade. 
“My ‘why’ is about building the capacity for courage, confidence, and competence,” she said. 
Learn more: https://healthcareexperience.org/emotional-exhaustion 

Addressing Burnout Among Medical Assistants

Timothy Seay-Morrison, EdD, LCSW, co-author of the research article called, Factors Affecting Burnout Among Medical Assistants, joins the Healthcare Experience Matters podcast this week to discuss the study. 
Dr. Seay-Morrison’s article appeared in the Journal of Healthcare Management. He sat down with our podcast to discuss the issue of burnout among medical assistants, and he shared forward thinking ideas for addressing burnout overall.  
With Stanford Health Care in Palo Alto, California, Dr. Morrison is Executive Director of Ambulatory Care and Service Lines. 
There is an established amount of research dedicated to burnout among physicians. It is a major topic of discussion throughout healthcare, but what about medical assistants? 
“There's a lot of literature about the increasing burnout among physicians in our world. I think a lot of people are very familiar with that, but nobody had studied medical assistants,” Dr. Seay-Morrison said. 
Learn more about today's podcast: https://healthcareexperience.org/medical-assistants 
You can learn more about Dr. Seay-Morrison’s article in the Journal of Healthcare Management: https://journals.lww.com/jhmonline/Abstract/2021/04000/Factors_Affecting_Burnout_Among_Medical_Assistants.7.aspx  

Understanding and Applying the Principles of Self-Compassion

We welcome Brooke Billingsley back to our podcast this week for an episode about the fundamental importance of self-compassion. 
Self-compassion is the foundation of a compassionate leader. As Brooke reminds us in the opening seconds of today’s podcast, “It has to begin with you. We can’t give what we don’t have.”
Brooke is Vice President of Service Excellence with the Healthcare Experience Foundation (HXF).
For those looking to explore this topic more in-depth, please consider attending the Certificate in Foundations of Compassionate Leadership event. Virtual training for this event will take place on May 12 & 13, 2022, from 9am-1pm EST. 
You can get more information on this event here: https://www.mhei.org/events/virtual-training-certificate-in-foundations-of-compassionate-leadership/
Learn more about today's podcast here: https://healthcareexperience.org/self-compassion 

Turning Around a Healthcare Culture and Empowering People

We interview Al Stubblefield on Healthcare Experience Matters today about what he learned while leading a major culture shift. He also discusses the art of empowering people in healthcare.  
Al served as president and CEO of Baptist Health Care until retiring from the position in 2012. He is currently President Emeritus with Baptist. 
Al’s renowned tenure with Baptist included receiving the highly prestigious Malcolm Baldrige National Quality Award, spearheading a major cultural transformation, drastically improving mediocre patient and employee satisfaction scores, and the publication of his widely popular book in 2004.
Learn more: https://healthcareexperience.org/healthcare-culture 

CARES™ Connect for Better Patient Communication

Today we are teaming up with Professional Research Consultants (PRC) to bring you an informative podcast interview with Kathleen Lynam about CARES™ Connect. Kathleen describes the elements of an effective discharge solution in this latest episode of Healthcare Experience Matters.
Kathleen is an Executive Coach and Senior Advisor with Healthcare Experience Foundation (HXF). She is a registered nurse with decades of both clinical and managerial experience. 
Learn more: https://healthcareexperience.org/patient-communication/ 

An Intro to Compassionate Leadership with Dr. Nita Magee

**Update: Please note that the Certificate in Foundations of Compassionate Leadership Event has been re-scheduled for May 12th and 13th, 2022**
The Healthcare Experience Matters podcast is pleased to welcome Nita A. Magee, PhD, RN, MHNP-BC, to our show this week for a discussion about what it means to be a compassionate leader. 
Dr. Magee is a mental health nurse practitioner. Since 2013 she’s been in a leadership role as a manager with the G.V. (Sonny) Montgomery V.A. Medical Center in Jackson, Ms. 
As she stated on today’s podcast, she has been with this hospital for 26 years. She has more than 30 total years of experience in healthcare. 
Throughout today’s interview, Dr. Magee referenced the Certificate in Foundations of Compassionate Leadership event. The next webinar will take place on May 12th and 13th, 2022, from 9am-1pm EST.
Learn more about Certificate in Foundations of Compassionate Leadership: https://healthcareexperience.org/webinars#compassion 
More about today's podcast: https://healthcareexperience.org/compassionate-leadership-intro/ 

A Year in Review: 2021 and the Healthcare Experience

It is no secret that 2021 has been a difficult year for many people. For a second consecutive year, our healthcare systems have been tested in unprecedented ways. Despite these issues, there are always reasons for hope.
On today’s podcast we look back on this tumultuous year. While it is evident these challenges will not be solved overnight, taking time to reflect can be a step in the right direction.
We are joined by Katie Owens, Healthcare Experience Foundation (HXF) co-founder and president, for today’s interview. We discuss takeaways from 2021 while we also look forward towards 2022 and share reasons to be optimistic.
Katie also discusses some of the trends HXF saw across our field last year while working with some extraordinary healthcare organizations and leaders.
Learn more: https://healthcareexperience.org/2021-review/