Healthcare Experience Matters

Healthcare, Leadership, and Striving to Achieve Top-Tier Clinical Outcomes

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/ 

Exploring the Impact of Employee Culture and its Influence on Patient Experience and Safety

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

Striving for Excellence in Healthcare, a Chat with Joe M. Inguanzo PhD

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

The Importance of Gratitude with Katrina Coleman, BSN, MSN

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 

Improving Nurse-Physician Teamwork for Better Patient Experiences

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/ 

Safer Transitions: Closing Discharge Gaps with CARES™ Connect

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/ 

Shaping Better Healthcare Experiences through Leadership

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 

Supporting Team Members in Unprecedented Times: A Candid Chat with Dr. Rachel Lipner and Meredith Jones

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 

Reflections of Transformation from a Physician Leader to Patient and Back

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

Tackling Compassion Fatigue, an Interview with Katie Owens

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/ 

Delivering the Best Healthcare Experience Possible in the Face of COVID-19

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/ 

More COVID? More than I Can Take?

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 

Why Physician Engagement is Important

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/  

Shifting Perspective: Uncovering Patient, Employee, and Physician Experience Blind Spots

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

Senior Leader Rounding on Physicians

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.  

Practicing Mindfulness for Better Patient Experiences

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/

Why Physician Loyalty Matters

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/

How to Reduce Physician and Healthcare Worker Burnout

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/

Empathy and Communication for Better Patient Experiences

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/

Resilience and Burnout with Dr. George Mayzell

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/

The Conversation Curve for Navigating Conflict

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/

Physician Engagement, Communication and Results Sharing

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/

CARES for Consistent Patient Experience

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

Welcome to Healthcare Experience Matters

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.