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 May 12, 2022
Speed to Trust: What Can We Gain with Better Senior Leader Rounding?
Thursday May 12, 2022
Thursday May 12, 2022
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
Thursday May 05, 2022
Simple Ways to Authentically Show Gratitude as Healthcare Leaders
Thursday May 05, 2022
Thursday May 05, 2022
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/
Thursday Apr 28, 2022
Practicing Emotional Intelligence as a Healthcare Provider
Thursday Apr 28, 2022
Thursday Apr 28, 2022
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
Thursday Apr 21, 2022
Why Compassion is Needed Now with Kathleen Lynam, RN, MPA
Thursday Apr 21, 2022
Thursday Apr 21, 2022
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/
Thursday Apr 14, 2022
Knowing Your Strengths to Improve the Patient Experience
Thursday Apr 14, 2022
Thursday Apr 14, 2022
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
Thursday Apr 07, 2022
Thursday Apr 07, 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/
Thursday Mar 31, 2022
Mental Health Tips for Busy Practitioners
Thursday Mar 31, 2022
Thursday Mar 31, 2022
The Healthcare Experience Matters podcast is pleased to welcome back Nita A. Magee, PhD, RN, MHNP-BC, to our show this week as we chat about mental health advice for busy practitioners.
This is a “must listen” podcast for anyone working in healthcare that finds themselves too busy taking care of other people to the point that they are not making enough time for themselves.
You can learn more: https://healthcareexperience.org/mental-health-tips/
Dr. Magee first joined our podcast in January 2022 for a discussion about what it means to be a compassionate leader. You can listen to that episode here: https://healthcareexperience.org/compassionate-leadership-intro/
Thursday Mar 24, 2022
Using Data to Tell a Story and Improve the Patient Experience
Thursday Mar 24, 2022
Thursday Mar 24, 2022
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
Thursday Mar 17, 2022
The Importance of Mental Health, an Interview with Dr. Tammie Chang
Thursday Mar 17, 2022
Thursday Mar 17, 2022
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
Thursday Mar 10, 2022
Getting Corporate Culture Right in Healthcare
Thursday Mar 10, 2022
Thursday Mar 10, 2022
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/
Thursday Mar 03, 2022
Avoiding Blame and Judgement, an Interview with Katie Owens
Thursday Mar 03, 2022
Thursday Mar 03, 2022
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/
Thursday Feb 24, 2022
Agency Nurses and the Patient Experience
Thursday Feb 24, 2022
Thursday Feb 24, 2022
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/
Thursday Feb 17, 2022
Equipping People to Receive and Deliver the Best Care, a chat with Steve Lawler
Thursday Feb 17, 2022
Thursday Feb 17, 2022
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/
Thursday Feb 10, 2022
Reversing the Impact of Emotional Exhaustion in Healthcare
Thursday Feb 10, 2022
Thursday Feb 10, 2022
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
Wednesday Feb 02, 2022
Addressing Burnout Among Medical Assistants
Wednesday Feb 02, 2022
Wednesday Feb 02, 2022
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
Wednesday Jan 26, 2022
Understanding and Applying the Principles of Self-Compassion
Wednesday Jan 26, 2022
Wednesday Jan 26, 2022
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
Wednesday Jan 19, 2022
Turning Around a Healthcare Culture and Empowering People
Wednesday Jan 19, 2022
Wednesday Jan 19, 2022
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
Wednesday Jan 12, 2022
CARES™ Connect for Better Patient Communication
Wednesday Jan 12, 2022
Wednesday Jan 12, 2022
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/
Wednesday Jan 05, 2022
An Intro to Compassionate Leadership with Dr. Nita Magee
Wednesday Jan 05, 2022
Wednesday Jan 05, 2022
**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/
Wednesday Dec 29, 2021
A Year in Review: 2021 and the Healthcare Experience
Wednesday Dec 29, 2021
Wednesday Dec 29, 2021
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/
Wednesday Dec 22, 2021
Strategies for Avoiding Blame, Judgement, and Negativity
Wednesday Dec 22, 2021
Wednesday Dec 22, 2021
Today’s Healthcare Experience Matters podcast episode includes highlights from a recently released webinar from the Healthcare Experience Foundation (HXF) featuring Katie Owens, the Co-Founder and President of HXF.
Our podcast producer has edited this webinar for a more friendly podcast listening experience.
The objectives of this podcast include:
Helping listeners recognize the power of negativity and the impact of blame.
Provide listeners with tools and resources to avoid blame.
Discover ways for reinforcing positivity.
As we learn in today’s broadcast, a solution-oriented approach to reinforcing positivity is key to building resilience and avoiding some of these negative emotions.
Learn more: https://healthcareexperience.org/avoiding-blame
Thursday Dec 16, 2021
Healthcare, Leadership, and Striving to Achieve Top-Tier Clinical Outcomes
Thursday Dec 16, 2021
Thursday Dec 16, 2021
Carla Parker-Hollis, Chief Operating Officer with Jersey City Medical Center in Jersey City, New Jersey, joins our podcast today for an insightful chat on healthcare leadership and achieving top-tier clinical outcomes.
Carla also discussed the hospital’s role in community service outside the standard scope of patient care. These included efforts to address food insecurity, emotional trauma, and more.
With Carla’s unique professional background, she explained the pros and cons of what it is like to climb the career ladder at a healthcare institution without a clinical background.
Located in Hudson County, N.J., Jersey City Medical Center is part of RWJBarnabas Health.
Learn more: https://healthcareexperience.org/carla-parker-hollis/
Wednesday Dec 08, 2021
Wednesday Dec 08, 2021
Loyal listeners of our podcast are in for a treat today as we hear from Win Howard, a devoted and passionate healthcare leader. Win is the Chief Executive Officer (CEO) of Asante Three Rivers Medical Center.
Situated in Grants Pass, Oregon, Asante Three Rivers Medical Center is a 120-bed facility with about 1200 employees. It is a 5-star CMS hospital.
“I’ve always felt that a strong patient safety culture is a key component to hospital success, or any organizational success,” Win said.
While much of today’s chat with Win explores the impact of employee culture and its influence on both the patient experience and safety, we also chat a lot about the importance of being grateful and sending thanks.
Learn more: https://healthcareexperience.org/win-howard
Wednesday Dec 01, 2021
Striving for Excellence in Healthcare, a Chat with Joe M. Inguanzo PhD
Wednesday Dec 01, 2021
Wednesday Dec 01, 2021
Today’s episode of Healthcare Experience Matters is a chat about striving for excellence in healthcare and the journey of a very unique individual.
We interview Joe M. Inguanzo PhD, President and Chief Executive Officer of Professional Research Consultants, Inc. (PRC) to learn about his vision for helping healthcare institutions do better through a tireless commitment of striving for excellence.
Dr. Inguanzo is a Cuban immigrant and entrepreneur that is fully equipped to share with us his wisdom as it pertains to healthcare and life itself. With an educational background in engineering, statistics, and computer science, his passion is improving healthcare. Since co-founding PRC, that is the exact work he has been a part of since 1980.
Learn more about PRC: https://prccustomresearch.com/
More about Healthcare Experience Foundation: https://healthcareexperience.org/
More about today's podcast: https://healthcareexperience.org/healthcare-excellence
Wednesday Nov 24, 2021
The Importance of Gratitude with Katrina Coleman, BSN, MSN
Wednesday Nov 24, 2021
Wednesday Nov 24, 2021
The importance of gratitude is something that should always be top of mind, but it is especially relevant to discuss around the holidays.
Being released on the same day as Thanksgiving here in the United States, Katrina Coleman, BSN, MSN, joins our Healthcare Experience Matters podcast for a chat about the many benefits of saying thanks and being grateful.
Katrina discussed how showing gratitude can increase our overall optimism towards our careers and lives. Simply put, being grateful tends to increase happiness.
Katrina is a Leadership and Engagement Strategist with Maryland Healthcare Education Institute (MHEI) in Elkridge, Md.
Learn more: https://healthcareexperience.org/gratitude
Wednesday Nov 17, 2021
Improving Nurse-Physician Teamwork for Better Patient Experiences
Wednesday Nov 17, 2021
Wednesday Nov 17, 2021
With a background as an Emergency Department Medical Director, who now serves as Chief Medical Officer, Dr. Anthony Frank brings a unique perspective to today’s episode of Healthcare Experience Matters about improving nurse-physician teamwork.
He is joined by Kathleen Lynam, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation. Kathleen brings years of experience to this chat as a coach and registered nurse who rose to Vice President of Acute and Ambulatory Services at The Valley Hospital in Ridgewood, N.J.
Today’s chat is a powerful, honest, and detailed discussion about improving collaborations between nurses and physicians. Our podcast guests share stories about effective communication and the undeniably positive impact it can have on patient care.
Dr. Frank currently serves as Senior Vice President of Medical Affairs and Chief Medical Officer (CMO) with UNC Health Blue Ridge in Morganton, N.C. In his years of patient care experience, Dr. Frank has observed a lot about teamwork as an emergency medicine doctor. Now he has a more eagle eye view on teamwork, in all different areas of healthcare, as the CMO with UNC Health Blue Ridge.
Learn more about the Healthcare Experience Foundation: https://healthcareexperience.org/
More about UNC Health Blue Ridge: https://www.unchealthblueridge.org/
Wednesday Nov 10, 2021
Safer Transitions: Closing Discharge Gaps with CARES™ Connect
Wednesday Nov 10, 2021
Wednesday Nov 10, 2021
We know that a poor discharge experience for patients can have a negative impact on otherwise excellent patient care.
Discharge communication can commonly fall flat, but CARES™ provides a framework of key communication skills and behaviors for delivering excellent patient experiences, every time. This is the power of the CARES™.
To learn more about this framework, we are excited to share today’s Healthcare Experience Matters podcast episode featuring a recent webinar from PRC and the Healthcare Experience Foundation (HXF), called, “Safer Transitions: Closing Discharge Gaps with CARES™ Connect.”
This webinar has been edited and condensed for a more friendly podcast listening experience. It features two very acclaimed experts on this subject matter, Audrey Page, CPXP, and Kathleen Lynam.
Audrey serves as Senior Vice President, Patient Experience Solutions, with PRC. Kathleen Lynam is an Executive Coach and Senior Advisor with HXF.
More about PRC: https://prccustomresearch.com/ More about HXF: https://healthcareexperience.org/ More about CARES Connect: https://prccustomresearch.com/solutions/cares-connect/
Thursday Nov 04, 2021
Shaping Better Healthcare Experiences through Leadership
Thursday Nov 04, 2021
Thursday Nov 04, 2021
Today’s episode of Healthcare Experience Matters is a chat with Deborah J. Bowen, FACHE, CAE. She discusses the many ways we can better shape healthcare experiences through strong executive leadership.
Deborah serves as President and CEO of the American College of Healthcare Executives (ACHE), the professional home of nearly 50,000 healthcare executives. Deborah has been with ACHE for 26 years.
Founded in 1933, ACHE has been serving compassionate leaders in healthcare for more than 85 years. Its mission is focused on developing healthcare leadership excellence. ACHE is also renowned for publishing its influential magazine, Healthcare Executive.
Learn more about today's podcast: https://healthcareexperience.org/ache
Thursday Oct 28, 2021
Thursday Oct 28, 2021
On today's episode of Healthcare Experience Matters – the official podcast of the Healthcare Experience Foundation – we are joined by Dr. Rachel Lipner and Meredith Jones for a discussion about the many ways we can support each other in these stressful times.
Dr. Lipner serves as Medical Director of Inpatient Medicine with Transitions LifeCare in Raleigh, NC. She is a hospice and palliative medicine physician. Meredith Jones is the Director of Family Support Services with Transitions LifeCare.
Both guests bring a unique perspective while discussing the different ways they have supported their colleagues and themselves during the COVID-19 pandemic. Dr. Lipner and Meredith have unique insight into what it is like working in an environment that provides comfort and care to patients in their final stages of life. They discuss the different ways the pandemic has challenged this important work.
You can learn more on our website: https://healthcareexperience.org/transitions
Thursday Oct 21, 2021
Reflections of Transformation from a Physician Leader to Patient and Back
Thursday Oct 21, 2021
Thursday Oct 21, 2021
David Zaas, MD, MBA, is our guest this week on the Healthcare Experience Matters podcast. Simply put, Dr. Zaas is a man with a powerful story to tell. He reflects on his journey for us on today’s episode. This story includes his transition from a healthcare leader to a patient diagnosed with Acute Myeloid Leukemia.
Dr. Zaas serves as Chief Executive Officer for Medical University of South Carolina (MUSC) Health - Charleston Division and Chief Clinical Officer for MUSC Health. He previously served as the President of Duke Raleigh Hospital from 2014 to 2020.
As he shared with us on today’s podcast, when Dr. Zaas transitioned from a role as a physician-scientist to patient, he found himself vulnerable, scared, and worried about the future. As a married, father of two boys, he was not worried about himself though—he was concerned about how to care for his wife and children.
Please visit our official website to learn more: https://healthcareexperience.org/david-zaas
Thursday Oct 14, 2021
Tackling Compassion Fatigue, an Interview with Katie Owens
Thursday Oct 14, 2021
Thursday Oct 14, 2021
Compassion fatigue is a part of the human condition. You are far from alone if it’s impacting your career or life. Healthcare workers have demanding jobs that are often times on the front lines of this global pandemic. With that in mind, it’s understandable that self-care and personal wellness have taken a back seat for many of us during these trying times.
Today’s guest on Healthcare Experience Matters is Katie Owens, president of the Healthcare Experience Foundation. Katie joins us for a discussion about compassion fatigue and its impact on healthcare workers.
The truth is that no one person is exempt from feelings of compassion fatigue. Having an awareness about it might just be the first step in ensuring its damages are mitigated.
Compassionate leaders foster a culture of collaboration and build deep levels of trust between team members. These leaders have the power to build loyalty among their peers and the patients they serve.
Learn more: https://healthcareexperience.org/compassion-fatigue/
Thursday Oct 07, 2021
Delivering the Best Healthcare Experience Possible in the Face of COVID-19
Thursday Oct 07, 2021
Thursday Oct 07, 2021
A very special episode of the Healthcare Experience Matters podcast is available today. Our podcast host, Casey Callanan, interviews George Avila, VP, Mission Integration, and Melissa Wurm, Director, Patient Experience, with CHRISTUS Health.
The trio chat about the many ways COVID-19 has impacted the delivery of excellent patient experiences.
Learn more about this episode: https://healthcareexperience.org/CHRISTUS More about the Healthcare Experience Foundation: https://healthcareexperience.org/More about CHRISTUS Health: https://www.christushealth.org/
Thursday Sep 30, 2021
More COVID? More than I Can Take?
Thursday Sep 30, 2021
Thursday Sep 30, 2021
Today’s Healthcare Experience Matters podcast episode features a recent webinar from the Healthcare Experience Foundation (HXF), entitled, “More COVID? More than I Can Take? Finding Individual Strength in Our Collective Experience.”
This broadcast is co-hosted by Kathleen Lynam, RN, MPA and Katrina Coleman, BSN, MSN, and has been edited and condensed for a more friendly podcast listening experience.
As we work to manage the changing dynamics of the pandemic, we recognize COVID-19 has profoundly shaped not only our industry, but also our individual resilience as caregivers. If you feel COVID-19 is impacting you (or your team's) compassion, resilience, or joy in the workplace, today’s podcast is for you.
Learn more: https://healthcareexperience.org/covid-resilience
Thursday Sep 23, 2021
Why Physician Engagement is Important
Thursday Sep 23, 2021
Thursday Sep 23, 2021
Why healthcare institutions of all sizes and scope should make physician engagement a major priority is explored on this latest episode of Healthcare Experience Matters.
Today’s podcast episode is teaming with PRC, and helping us navigate this important topic is our guest, Cindy King, PhD. Dr. King is Senior Vice President of Physician and Employee Solutions with PRC.
How can you tell if physician engagement is lacking at your institution? First and foremost, you must make sure you are measuring it. There remains little doubt that physician engagement is a challenge for many healthcare organizations. Leadership must understand the value of measuring physician engagement, as we discuss on today's podcast.
Learn more: https://healthcareexperience.org/physician-engagement/
Thursday Sep 16, 2021
Thursday Sep 16, 2021
Today’s Healthcare Experience Matters discussion centers around uncovering blind spots in the patient, employee, and physician experience. We are joined by Brooke Billingsley for this memorable episode of our weekly podcast.
In her role as V.P. of Service Excellence with the Healthcare Experience Foundation (HXF), she has guided many organizations toward better patient experience outcomes. Brooke takes this line of work very seriously as the patient experience is very near and dear to her heart.
Brooke’s journey acquiring this knowledge and insight has been emotional and very personal. Her empathy for the patient experience was developed from both her own life experiences and the robust research she has conducted within the 25 years she’s worked in healthcare.
Learn more: https://healthcareexperience.org/shifting-perspective
Thursday Sep 09, 2021
Senior Leader Rounding on Physicians
Thursday Sep 09, 2021
Thursday Sep 09, 2021
Today’s episode of the Healthcare Experience Matters Podcast is about the importance of senior leader rounding on physicians and providers. Our guest is Healthcare Experience Foundation (HXF) co-founder and president, Katie Owens. HXF is teaming with PRC to bring you this week’s episode.
When senior leader rounding on physicians is done the right way, a rapport that bridges gaps to create better cohesion and teamwork is formed. When it is done effectively and consistently, it builds trust and strengthens relationships.
There is a huge opportunity for organizations to support physician recruitment and retention through properly executed senior leader rounding practices. And on the flips side, the consequences of not having our physician’s engaged are serious.
Thursday Sep 02, 2021
Practicing Mindfulness for Better Patient Experiences
Thursday Sep 02, 2021
Thursday Sep 02, 2021
Did you know mindfulness has the potential to prevent compassion fatigue and burnout?
Our guest on today’s podcast episode of Healthcare Experience Matters is Kathleen Lynam. Kathleen discusses mindfulness with us and the ongoing, positive impact it can have on the patient experience.
Kathleen is an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF).
Mindfulness involves attentiveness, curiosity, and presence and promotes a greater awareness of the self and others. This awareness might help clinicians better attend to the experience of others, and enable them to respond to their patients with more understanding, empathy, and compassion.
Learn more: https://healthcareexperience.org/mindfulness/
Thursday Aug 26, 2021
Why Physician Loyalty Matters
Thursday Aug 26, 2021
Thursday Aug 26, 2021
Katie Owens, Healthcare Experience Foundation (HXF) co-founder and president joins the Healthcare Experience Matters podcast for an energetic discussion about physician loyalty this week.
As we discussed with Katie, there are many ways we can measure, track and influence physician loyalty sentiments in our organizations and institutions. Today’s podcast is an in-depth exploration of what physician loyalty looks like and how to best amplify the driving forces behind it.
The truth is there are organizations with an incredibly contentious or toxic environment with extremely high levels of burnout. However, it does not mean it is “too late” for physician loyalty and engagement to become a priority. As we learned on today’s podcast, it is never too late.
More about this podcast: https://healthcareexperience.org/Physician-Loyalty
Learn more about our team: https://healthcareexperience.org/
Thursday Aug 19, 2021
How to Reduce Physician and Healthcare Worker Burnout
Thursday Aug 19, 2021
Thursday Aug 19, 2021
We are pleased to invite Dr. George Mayzell back to Healthcare Experience Matters today. Dr. Mayzell provides information on how organizations can decrease physician and healthcare worker burnout in this newest edition of our weekly podcast dedicated to transforming the healthcare experience.
Dr. Mayzell is a board-certified internist, geriatrician, and a physician coach and speaker with the Healthcare Experience Foundation (HXF). He is a leading voice in the ongoing battle to prevent burnout in medicine. Dr. Mayzell has co-authored several books including, Leveraging Lean in Healthcare and Physician Alignment.
We invited him on the podcast today to discuss his most recently published book, The Resilient Healthcare Organization: How to Reduce Physician and Healthcare Worker Burnout.
When it comes to burnout, there are certainty reasons for us to be optimistic. However, it will take a lot more than what Dr. Mayzell calls “long walks and granola,” or superficial ways some organizations fight burnout, to really make a lasting change that can ultimately benefit the patient experience in dramatic ways.
More about this podcast: https://healthcareexperience.org/healthcare-burnout/
Learn more: https://healthcareexperience.org/
Thursday Aug 12, 2021
Empathy and Communication for Better Patient Experiences
Thursday Aug 12, 2021
Thursday Aug 12, 2021
Kathleen Lynam, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF) joins our podcast to discuss empathy, communication, mindfulness, and many other important topics that impact the patient experience.
Before joining HXF, Kathleen Lynam served for 18 years as a register nurse with The Valley Hospital in Ridgewood, NJ. Her journey took her from a position of staff nurse to Vice President of Acute and Ambulatory Services.
As we learn on today’s podcast: empathy, communication and mindfulness are key when it comes to helping patients, colleagues, and ourselves. Empathy is the ability to understand and share the feelings of another. Often it is the tipping point for the patient experience.
Learn more: https://healthcareexperience.org/empathy/
Thursday Aug 05, 2021
Resilience and Burnout with Dr. George Mayzell
Thursday Aug 05, 2021
Thursday Aug 05, 2021
Dr. George Mayzell joins us this week for a new episode of Healthcare Experience Matters. Dr. Mayzell is an acclaimed speaker, writer, and coach on the vitally import topic of resilience and burnout in medicine.
He is a longtime contributor to Healthcare Experience Foundation (HXF) webinars and events and serves as a physician coach and speaker with HXF. We are honored to have him make his inaugural appearance on our new podcast.
Dr. Mayzell provides us with some strong feedback on how resilience and burnout is influencing experiences for patients, providers, and the entire healthcare community. As we learn on today’s podcast, this is a subject that is very near and dear to his heart.
As a board-certified internist and geriatrician, Dr. Mayzell was in clinical practice for a dozen years and saw the impact of burnout from the front lines. Dr. Mayzell left practice to work for several different hospitals and healthcare organizations, this includes time he spent serving as chief medical officer and running clinically integrated networks.Learn more: https://healthcareexperience.org/resilience-burnout/
Thursday Jul 29, 2021
The Conversation Curve for Navigating Conflict
Thursday Jul 29, 2021
Thursday Jul 29, 2021
The latest episode of Healthcare Experience Matters, the official podcast of the Healthcare Experience Foundation (HXF) is a chat with Katie Owens (HXF co-founder and president) about the Conversation Curve™.
Simply put, the Conversation Curve™ is a conflict resolution model with a powerful purpose: it can guide a difficult conversation to a positive solution.
The Conversation Curve™ is a tool that provides a path to overcome barriers in communication. It has proven to be an effective means for teaching the value of true, two-way communication in tough situations.
Conflict that goes without resolution can have a wave of negative impacts on our relationships, both professionally and in our personal lives. The risk of avoiding a difficult conversation can actually be the riskiest proposition of all.
Learn more: https://healthcareexperience.org/conversation-curve/
Thursday Jul 22, 2021
Physician Engagement, Communication and Results Sharing
Thursday Jul 22, 2021
Thursday Jul 22, 2021
Today we have teamed up with PRC for a brand-new episode of Healthcare Experience Matters. We welcome back Healthcare Experience Foundation (HXF) co-founder and president, Katie Owens, to discuss physician engagement, communication, and results sharing.
As Katie describes on today’s podcast, for many years HXF has embraced the opportunity to support senior teams and physician leaders with advancing the physician experience. This is a major area of focus in HXF’s role as PRC Excellence Accelerator®.
It’s becoming more and more apparent that it’s just not sufficient for organizations to measure physician engagement every few years. It may not even be enough to measure it every other year. There is “no one size fits all” answer to the question of how often a survey should be conducted, but an annual approach seems to work best.
Learn more: https://healthcareexperience.org/results-sharing/
Tuesday Jun 22, 2021
CARES for Consistent Patient Experience
Tuesday Jun 22, 2021
Tuesday Jun 22, 2021
In the second ever episode of Healthcare Experience Matters, Healthcare Experience Foundation (HXF) President Katie Owens joins the podcast to discuss CARES™ for Consistent Patient Experiences.
“CARES™ is all about consistent, reliable excellent communication,” Katie said. “It's designed to equip leaders, staff, and physicians with that authentic communication style.”
Communication is among the most substantial catalysts of the patient experience and a major contributor to medical errors. CARES™ focuses on five key behaviors which Katie covers on today’s podcast. These five behaviors include:
Confidence
Anticipate Needs
Respectful Communication
Engage in Care & Process
Say Thank You, Make a Safe Transition
Tuesday Jun 22, 2021
Welcome to Healthcare Experience Matters
Tuesday Jun 22, 2021
Tuesday Jun 22, 2021
Welcome to the first ever episode of Healthcare Experience Matters from the Healthcare Experience Foundation (HXF).
Today's episode is an interview of HXF co-owner and president Katie Owens. As Katie reminds listeners in this initial broadcast, the HXF mission is audaciously simple: shaping cultures so every person can receive and deliver the best healthcare experience.
In this inaugural podcast episode, Katie reiterated that the podcast is in lockstep with HXF’s ongoing drive to create demonstrable improvements in patient experiences of care. It exists to improve quality and safety outcomes and assist institutions with retaining star employees.
Stay tuned for future episodes to include candid discussions and interviews with top thought leaders in the healthcare arena from around the country.