Healthcare Experience Matters

We are honored to host a panel interview this week on the Healthcare Experience Matters podcast, where we will discuss confronting the burnout rates prevalent among medical assistants and patient care coordinators. Our esteem panel includes returning guest Timothy Seay-Morrison, EdD, LCSW, Senior Vice President of Service Lines and Chief Ambulatory Care Officer at Stanford Health, joins our first-time guest Roberto Rodriguez, MSN, RN, Senior Director of Primary Care and Employer-Based Health Centers with Stanford Health. We are also pleased to be joined by Jim Kinsey, FPCC, CDP, PLCC, who serves as the Director of the Healthcare Experience Academy with the Healthcare Experience Foundation (HXF). This discussion is moderated by our longtime HX Matters Podcast Director, Casey Callanan, who has been hosting and producing this show since 2021. Timothy, co-author of the research article that appeared in the Journal of Healthcare Management titled "Factors Affecting Burnout Among Medical Assistants," originally joined this podcast in 2022 to discuss the study. For a quick refresher, you can revisit that podcast discussion here:  https://healthcareexperience.org/medical-assistants/ 

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

In this 'best-of' edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was originally released in 2021 and is more relevant than ever today. This episode of our podcast is about the importance of senior leaders rounding on physicians and providers. Our guest is Healthcare Experience Foundation (HXF) co-founder and president, Katie Owens. When senior leaders round on physicians appropriately, they form a rapport that bridges gaps to create better cohesion and teamwork. When done effectively and consistently, this practice builds trust and strengthens relationships. Moreover, there is a significant opportunity for organizations to support physician recruitment and retention through properly executed senior leader rounding practices. On the flip side, the consequences of not engaging physicians are serious. Learn More About the Healthcare Experience Foundation: https://healthcareexperience.org/

In this "best-of" edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was originally released about a year ago.  When we look towards enhancing the patient's experience, it's not always about the time spent with patients. Although more time would be appreciated, healthcare providers can often make a more significant impact through the words used and their overall demeanor. In this week's edition of the Healthcare Experience Matters Podcast, our host, Casey Callanan, interviews Michelle Brady, MSHAL, BSN, RN, CPXP, the Chief Experience Officer & Director of Relationship-Based Care at MyMichigan Health. Joining them is Katie Owens, President of the Healthcare Experience Foundation (HXF). Learn More: https://healthcareexperience.org/words-matter 

In this "best-of" edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was originally released around the holidays in 2022. In this popular episode, Healthcare Experience Foundation (HXF) Executive Coach, Deborah Zastocki, DNP, Ed.M., MA, RN, NEA-BC, FACHE, joins our program for a chat about creating conditions to motivate clinicians in busy environments. Learn More: https://healthcareexperience.org/motivate-clinicians/ 

In this "best-of" edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was originally released three years ago on Thanksgiving Day 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, joined 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 

In this "best-of" edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was released almost exactly one year ago to the day. Please enjoy this replay of one of our most popular episodes ever, featuring Ramonita Jiménez, DNP, MPA, RN, NEA-BC, Chief Nursing Officer at Hackensack University Medical Center, who joins us for this incredibly memorable discussion on retaining nurses.  Dr. Jiménez discusses the many ways medical institutions of all scopes and sizes can effectively address nurse retention challenges. Learn More: https://healthcareexperience.org/nurse-retention 

Terry Mainous, MSN, RN, CMPE, Chief Nurse Executive and Vice President of Operations at Lee Physician Group in Fort Myers, Florida, joins our Healthcare Experience Matters Podcast this week to share an emotional story about learning from the mistakes of other people, and the role of empathy in delivering an unwaveringly excellent patient experience.  This discussion is highlighted by a moving story that Terry shares, involving her family and the extra spark it ignited within her to vow that her institution would never allow patient care to reflect an experience that makes patients, and their loved ones, feel neglected and unheard.  “There were many suggestions regarding [my father's] care that I knew, both clinically and professionally, were not the right pathways for him. My objections were not listened to,” she told us.  “There was an attempt to overrule them, and it was a very stressful time for my family. I carry that with me because I don't want our patients to go through that same experience. I want all of our interactions with our patients to be positive and caring.” It's a simple message, but it goes a long way: learn from the mistakes of others and vow to do better. Furthermore, empathy can often be the best teaching tool moving forward. Learn More: https://healthcareexperience.org/ 

This week on the Healthcare Experience Matters Podcast, we are rebroadcasting our recent live webinar dedicated to HCAHPS and hosted by the Healthcare Experience Foundation coaching team. Watch the video here: https://youtu.be/NF2zfUGvJ2k  This webinar offers essential insights for CEOs and Boards regarding the upcoming HCAHPS 2.0 changes and how to enhance patient care effectively in light of these changes. During this conversation, we cover the most significant modifications to the survey that will be implemented in 2025. The webinar is co-hosted by Kim Bixler, HXF's Vice President of Client Engagement, and Katie Owens, HXF's President and co-founder. After receiving strong feedback on our two popular HCAHPS 2.0 webinars earlier this year, we realized that a third round was necessary to explore additional topics. If you missed out on those previous broadcasts, you catch up by listening to Navigating The Important Future HCAHPS Survey Changes: https://healthcareexperience.org/hcahps-survey-changes/.

This week, we're gearing up for a November full of Leadership Certificate Program opportunities from the Healthcare Experience Foundation (HXF) by featuring this “best-of leadership” episode on the Healthcare Experience Matters Podcast. This episode features snippets from previous podcast guests that quickly dive right into the essence of what defines effective healthcare leadership in these rapidly changing times, with 2025 right here on the horizon. Click below for more information on attending one of these virtually-held leadership certificate programs, and hopefully, we will see you there in November: Leadership Certificate in Physician Leadership Certificate in Leading for Healthcare Experience Excellence

In the latest episode of our Healthcare Experience Matters podcast, James Lonquist, MD, an accomplished cardiothoracic surgeon and expert in healthcare teamwork and leadership, joins us to explore the essential elements of teamwork in healthcare and their implications for leadership. Kathleen Lynam, RN, MPA, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF) moderates today's discussion. When it comes to building teams and leadership in healthcare, Dr. Lonquist offers our listeners deep insights into what it takes to lead a successful team in the high-stakes healthcare environment, doing so candidly and utilizing the art of storytelling in this special podcast episode. Learn More:  https://healthcareexperience.org/leadership-teams 

Ramonita Jiménez, DNP, MPA, RN, NEA-BC, Chief Nursing Officer with Hackensack University Medical Center is our guest on the Healthcare Experience Matters Podcast this week for timely conversation on leadership empowerment. Conducting today's interview as our special guest host is Kathleen Lynam, RN, MPA, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF). Learn more: https://healthcareexperience.org/leadership-empowerment 

Making a memorable repeat appearance on the Healthcare Experience Matters Podcast this week is Shari Gold. We dive into the extremely important topic of strengthening health equity to enhance healthcare quality. We also explore the nuances of how equity and quality are intertwined—and inseparable—in healthcare. Shari is a dedicated leader in the healthcare sector with a proven track record of serving others. She currently holds the position of Senior Vice President for Regulatory Compliance and the Chief Quality & Equity Officer at Bergen New Bridge Medical Center in New Jersey. Learn More: https://healthcareexperience.org/health-equity-improved-quality 

We welcome Jody Thomas, PhD, the Chief Executive Officer of the Meg Foundation, to our Healthcare Experience Matters Podcast this week. As a licensed clinical psychologist and internationally recognized expert in pain and pediatric health, Dr. Thomas is making her first appearance on our weekly show. Words are powerful tools and should best be utilized with the precision of any other “medical device.” As outlined in today's interview, the language we use as parents, caregivers, and medical providers profoundly influences the experiences of undergoing medical procedures. Learn More: https://healthcareexperience.org/language 

Denise Robinson, DNP, MPH, BSN, RN, WOCN, is a celebrated nursing executive with more than two decades of nursing experience. She joins the Healthcare Experience Matters Podcast this week to discuss effective strategies for navigating difficult conversations with healthcare colleagues. As a nursing executive, this subject matter is near and dear to her heart, and she has extensive communication experience in tackling tough conversations with patients, colleagues, and fellow nursing leaders over the years. She currently serves as Vice President and Chief Nursing Officer at Loma Linda University Medical Center – Murrieta (LLUMC-Murrieta), in California. In recent months, Dr. Robinson has appeared as speaker with the Healthcare Experience Foundation's (HXF) ongoing series of virtual certificate programs. Learn More About Certificate Programs: https://sites.healthcareexperience.org/certificates/ Learn More About Today's Podcast: https://healthcareexperience.org/difficult-healthcare-conversations/

Healthcare Experience Matters Podcast veteran Dr. Joshua Schwarzbaum returns to the program this week to share his wisdom and compassion as we explore harnessing childlike curiosity to provide better, more empathetic interactions with our patients. As a longtime emergency room physician in New York City, Dr. Schwarzbaum has spoken in-depth about strategies for finding common ground, exercising patience, and delivering exceptional bedside interactions with patients, no matter how distraught their situations may appear at first glance. Much of today's interview references the recent storybook Dr. Schwarzbaum has authored entitled, Listening for A Feeling Finds True Healing: A Guide To Healing From The Inside Out. Learn More: https://healthcareexperience.org/curiosity 

In this week's episode of "Healthcare Experience Matters," we discuss disinformation in healthcare and provide tangible strategies for clinicians. Our guest is Geeta "Dr. G" Nayyar, MD, MBA. Dr. G is a globally recognized chief medical officer and technologist, as well as the Wall Street Journal bestselling author of "Dead Wrong: Diagnosing and Treating Healthcare's Misinformation Illness." Dr. G has appeared on CNBC, CNN, and CBS, and she previously served as chief medical officer for Salesforce and AT&T. Learn More: https://healthcareexperience.org/disinformation https://healthcareexperience.org/disinformation 

What can be done when hearing loss impacts patient/provider communication and the overall patient experience? This week, Keith N. Darrow, Ph.D., CCC-A, is our guest on Healthcare Experience Matters to shed some light on this issue. He also provides key insights into the difference between “hearing” and “listening,” and how these distinctions affect communication, ensuring that barriers to quality patient care are removed. Dr. Darrow is a distinguished neuroscientist, clinical audiologist, certified dementia practitioner, medical researcher, and published author. His primary goal is to enhance health and well-being while promoting active aging by addressing the medical challenges associated with hearing loss and tinnitus. This conversation dives deep into the significance of hearing in shaping patient experiences and highlights the importance of understanding both hearing and listening in healthcare settings. Learn More: https://healthcareexperience.org/hearing-patients

As we are now just one week away from the start of our new cohort for the Foundations in Inclusive Leadership Certificate program, we are joined this week on our Healthcare Experience Matters podcast by Elisa Grace, VP of Coaching at the Healthcare Experience Foundation (HXF), and Physician Coach George Mayzell. They join us to provide a preview of what this event is all about and explain why education surrounding inclusive leadership is more crucial in healthcare now than ever before in our profession's history. As Elisa reminds us in the beginning of today's podcast, please make your calendar for this Thursday as our new Foundations in Inclusive Leadership Certificate program takes place August 8th & 9th featuring in-depth, virtual learning from 11 a.m. to 3 p.m. CT each day. Earn your certificate in Foundations in Inclusive Leadership: Building environments of belonging that align with your mission, vision, and values. Learn more and secure your spot here: https://sites.healthcareexperience.org/certificates/?utm_campaign=evergreen&utm_medium=forward&utm_source=hxf-website 

In this week's edition of the Healthcare Experience Matters Podcast, we invite Leslie Pagel to the show. Leslie is an expert in customer experience (CX) strategy, here to discuss navigating the great balancing act of embracing technology, such as conversational artificial intelligence (A.I.), as it evolves drastically, without losing the human touch in healthcare. She also debunks many of the fears surrounding A.I. in healthcare, such as job security issues and discusses the concerns that the patient's experience with their provider will be robotic and automated. Leslie closely studies and follows the radical changes that A.I. will bring to data management in healthcare. Her knowledge of CX makes her an ideal guest for this increasingly important discussion in our field. This interview with Leslie helps us understand how to best prioritize patients' needs while ensuring that none of the efficiencies gained from working with A.I. tools are overlooked. As we've learned in previous discussions on this show, many of the advances related to the current A.I. boom present a strong opportunity to help healthcare workers prevent burnout if implemented carefully and strategically. If you missed it, make sure to check out: Technology's Evolving Role in Improving Patient Experiences by Craig Joseph, MD, FAAP, FAMIA If there is one critical takeaway from this podcast, it's that while technology evolves, it's crucial to embrace what can be safely implemented while exercising great caution before doing so. As peer-reviewed literature and lawmakers struggle to keep up with the latest advancements in A.I., it's vital to proceed carefully given the high stakes involved. When it comes to the intersection of patient care and A.I. we are truly entering unprecedented times. Learn More: https://healthcareexperience.org/ai-in-healthcare 

Craig Joseph MD, FAAP, FAMIA, is our guest this week on the Healthcare Experience Matters Podcast for a candid discussion on technologies' evolving role in improving patient experiences and fighting burnout among healthcare workers. As an accomplished speaker on this topic, Dr. Joseph highlights the importance of designing technological solutions in healthcare with a human-centered approach, focusing on how humans think and behave. Throughout this episode, Dr. Joseph shared insights from his book, “Designing for Health, The Human-Centered Approach,” which emphasizes the need for intentional design in healthcare to prevent common mistakes. With a career spanning nearly three and a half decades, Dr. Joseph has aimed to leverage technology to improve the interactions between physicians and patients as a recurring theme throughout his entire professional journey. Dr. Joseph is a pediatrician by training. He holds certifications from the American Board of Pediatrics and the American Board of Preventive Medicine, specializing in Clinical Informatics. Learn More: https://healthcareexperience.org/technology 

Joining our Healthcare Experience Matters show for the second time in as many weeks is Elisa Grace, the vice president of coaching here at the Healthcare Experience Foundation (HXF).  Elisa brings us insights on the power of embracing inclusion and belonging in healthcare while outlining the need for inclusive healthcare leadership and the challenges surrounding the language of DEI, the evolving terminology and brewing political debates, and the need to understand the historical context and evolution of language overall. She drew from her personal experiences to highlight the impact of labels and the journey towards self-identification. Emphasizing the importance of dignity, respect, and equal opportunities, Elisa stressed the need for respecting differences while striving for inclusion, belonging, and equity. The discussion also highlighted the leadership challenges in promoting cultural inclusion and emotional intelligence within today's healthcare organizations. Elisa emphasized the need for leaders to unlearn outdated practices, acquire new skills, and champion a culture of continuous growth and development. As this conversation wrapped up Elisa talked about the importance of investing time in training and education on these issues. There is an exponential impact an educated and curious leader can have on shaping the organizational culture. You can earn your certificate in Foundations in Inclusive Leadership and embrace the power of inclusion.  Look no further than the Inclusive Leadership Certificate from HXF. Join us for this upcoming session on August 8-9 featuring in-depth, virtual learning from 10 a.m. to 2 p.m. CT each day. Learn more: https://sites.healthcareexperience.org/certificates/diversity-equity-inclusion/ 

This week on the Healthcare Experience Matters show, we're interviewing Elisa Grace, the Vice President of Coaching at the Healthcare Experience Foundation (HXF). Elisa joins us to discuss coaching's role in elevating excellent patient experiences and showcasing some of its measurable impacts. We also explore into the common myths and misconceptions surrounding coaching, clarifying what it is and what it is not. Furthermore, we look at how coaching can create a measurable impact on patient care and outcomes while introducing Elisa to our loyal podcast listeners with her first ever appearance on our weekly broadcast. Learn More: https://healthcareexperience.org/ 

Within a typical healthcare leader's journey and their rise in management ranks, it is not uncommon to transition from a colleague and friend to a position of authority. When navigated properly in healthcare, this transition can be seamless, fruitful, and mutually beneficial to all parties involved, including the parent organization and the patients/communities it serves. When mismanaged, this transition can be awkward, costly, and deeply consequential. Joining us on our Healthcare Experience Matters Podcast this week is Kathleen Zwarick Shanley, PhD, CAE, PCC, ELI-MP. We will delve deep into this common occurrence in healthcare that requires caution and care. Kathy is the founder and CEO of Statice and has been a C-suite executive for over three decades and is an official member of the Forbes Coaches Council, a certified association executive, and an International Coaching Federation credentialed professional coach. She also served on the American Association of Medical Society Executives Board of Directors and as an executive with the American Urological Association (AUA) for more than ten years. You learn more about her by visiting her website: https://www.think-statice.com/ Physician Leadership Foundations While our summer cohort of the Physician Leadership Foundations Certificate just wrapped up, it's not too early to start thinking about attending our Fall cohort On November 4, 11, and 18. You can learn more here: https://healthcareexperience.org/webinars/physician-leadership-foundations-fall-2024/

Shari Gold is our guest this week on the Healthcare Experience Matters Podcast. She currently serves as Senior Vice President for Regulatory Compliance and the Chief Quality & Equity Officer with Bergen New Bridge Medical Center in New Jersey. She is a Healthcare Quality and Regulatory Compliance Executive, and we are honored to have her join our show to discuss the real-world benefits of engaging in cultural inclusion training. As discussed in this week's podcast, she recently attended a Healthcare Experience Foundation (HXF) Certificate Program on cultural inclusion, and she had a lot of great things to detail about the experience. Her commitment to professional development is unwavering and she encourages all healthcare staff and employees to make time for events such as these. The HXF Certificate Program in Diversity, Equity & Inclusion returns in August for a live, two-day virtual session. You can join us on August 8-9 from noon to 4 pm ER each day, and learn more about it here: https://sites.healthcareexperience.org/certificates/diversity-equity-inclusion/ 

This week on the Healthcare Experience Matters Podcast we are thrilled to share with you the rebroadcast of our HCAHPS 2.0 webinars covering the most important upcoming changes to the survey that will be headed our way in 2025. Last month the Healthcare Experience Foundation (HXF) team delivered two free webinars designed to prepare you and your team for success with HCAHPS 2.0. We provided a high-impact briefing on the expected changes to survey administration, including question modifications and eliminations, as well as the introduction of new domains and questions. These webinars equipped attendees with the knowledge to leverage the new CMS HCAHPS survey, allowing you to concentrate and refocus your patient experience initiatives.  The discussions were led by HXF President, Katie Owens, MHA, CPXP, and were moderated by Kim Bixler, HXF's Director of Client Engagement. If you are interested in the slides from these presentations, or any of the accompanying resources discussed in these webinars, please send Kim a message here: kim@healthcareexperience.org and she will send them over to you for free.

In this week's Healthcare Experience Matters podcast episode we are honored to be joined by compassionate patient advocate, David Ezon, MD, a pediatric cardiologist and associate professor of pediatrics with Mount Sinai Hospital in New York. He's also the creator of The Patient Empowerment Workshop™, as well as the author of the new book Survive and Conquer: Your Guide When Illness Strikes. Learn more about his Workshops: https://www.patientempowermentworkshop.com/ Read about his Book: https://www.amazon.com/Survive-Conquer-Guide-Illness-Strikes/dp/B0CN1FD3TG Today's conversation is moderated by Healthcare Experience Foundation President, Katie Owens. As you'll discover in this interview, Dr. Ezon's deep-seated passion for patient advocacy is fueled by personal experiences, and it has led to an incredible professional journey. More: https://healthcareexperience.org/empower

The Healthcare Experience Matters Podcast is back this week with a brand-new episode featuring Katie Owens, MHA, CPXP, and Kathleen Lynam, RN, MPA. In addition to their roles as Healthcare Experience Foundation (HXF) coaching faculty, Katie currently serves as HXF President and Co-Founder, while Kathleen is an Executive Coach and Senior Advisor with HXF. Both of today's podcast contributors have played an integral role in building the learning objectives and agenda for HXF's upcoming summer cohort of its Relationship Rounding Certificate Program. This course is delivered in a single 4-hour session over a period of one day as a virtual development session on June 14, 2024, and it will return for a fall cohort on October 11, 2024. Participants can expect to contribute to both large and small group discussions, as well as interactive learning opportunities.  Learn more and sign up here:  https://go.healthcareexperience.org/relationship-rounding 

An important discussion on including patients' voices in the dialogue on improvements to safety management practices takes place this week on our Healthcare Experience Matters Podcast.  We are joined by Kumar Subramaniam, President/CEO at SafeTower Inc., and Eileen Kasda, Vice President of Patient Safety at SafeTower, in our newest episode, moderated by Healthcare Experience Foundation (HXF) President Katie Owens. SafeTower, Inc. SafeTower helps health care organizations improve the way they capture, share, analyze and implement proactive patient safety workflows and processes. You can learn more, and request a demo, here: https://safetower.com/

An indispensable pillar of leadership is strong communication, and effective communication with the c-suite is crucial for improving our environment at scale and building a thriving atmosphere for staff. This is especially true in healthcare when it comes to communicating with the C-Suite.  George Mayzell, MD, MBA, joined our Healthcare Experience Matters Podcast this week to discuss how doctors can better communicate with the c-suite to improve patient care.  We also discuss Dr. Mayzell's personal leadership journey as a physician and what he has learned along the way. As a physician, chief medical officer, senior leader, and coach, Dr. Mayzell draws upon his extensive experience to help physicians communicate better and create meaningful improvements for the patients we serve. He is an integral member of the Healthcare Experience Foundation's (HXF) coaching faculty.  As part of his ongoing work with HXF, Dr. Mayzell will further discuss ways to collaborate effectively with the c-suite in the upcoming Physician Leadership Foundations Certificate program, where he will be a featured speaker. Learn more: https://go.healthcareexperience.org/physician-leadership 

For as much as they accomplish and contribute to society, physicians and many healthcare practitioners often fail to recognize themselves as leaders. This week on the Healthcare Experience Matters Podcast, we're joined by Rob Minkes, MD, PhD, MS-LOD, who offers insights on how physicians can overcome the inherent challenges of recognizing themselves as leaders. As part of his ongoing work with HXF, Dr. Minkes was instrumental in crafting our upcoming Physician Leadership Foundations Certificate program's curriculum. He will also be a featured speaker at the event. Learn more about the Certificate Program: https://go.healthcareexperience.org/physician-leadership  Dr. Minkes currently serves as Physician Coach with the Healthcare Experience Foundation (HXF). He is a board-certified general and pediatric surgeon who previously practiced as a pediatric surgeon for over twenty years in academic and private practice settings. He is also a professor and Chair of Specialty Medicine with Orlando College of Osteopathic Medicine (OCOM).

Carla Parker-Hollis joins the Healthcare Experience Matters Podcast this week to discuss the essential elements of authentic healthcare leadership. This discussion is moderated by Kathleen Lynam, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF). Carla is the Chief Operating Officer of Jersey City Medical Center at RWJBarnabas Health. Kathleen and Carla are major contributors to the HXF's certificate programs that are dedicated to fostering the management skills of emerging leaders in healthcare. Physician Leadership Foundation Certificate Ready to foster and strengthen meaningful relationships with your patients? Join us for our upcoming Physician Leadership Foundations Certificate taking place on June 3, 10, and 17th. This PX Institute-Approved Certificate Program aims to deliver practical knowledge and lessons from leaders across a wide spectrum of healthcare disciplines. By using real-world examples and case studies, it unlocks the leadership potential of physicians, helping them achieve greater business and strategic goals. Learn more about the Physician Leadership Foundation Certificate program: https://go.healthcareexperience.org/physician-leadership

Today's podcast is a 'Best of' episode of Healthcare Experience Matters, where we explore some of the most impactful conversations that have taken place on our show related to self-compassion and empathy's role in building future healthcare leaders. We're highlighting three influential interviews that have taken place on our podcast in this 'best of' compilation, including: What Compassionate Healthcare Leadership Needs to Look Like with Mark Rulle, EdD Exploring the Burden of Empathetic Distress in Healthcare with Kathleen Lynam, RN, MPA Tackling Compassion Fatigue in Healthcare with Katie Owens, MHA, CPXP By celebrating some of the most important conversations that we've had on this program over the years on compassion, we're hopeful to get our listeners excited about our upcoming Foundations in Compassionate Leadership Certificate, from the Healthcare Experience Foundation (HXF), which will take place virtually on May 16 & 17, 2024, from 9:00 am – 1:00 pm ET. The Foundations in Compassionate Leadership Certificate Program consists of two virtual cohort sessions designed for leaders who understand the best way forward is by nurturing and cultivating a climate of engagement. Compassionate leaders create stronger connections between people. They have greater collaboration, higher levels of trust, and enhanced loyalty. This interactive certificate program will develop your ability to be a more compassionate leader in your organization. Learn more: https://go.healthcareexperience.org/compassionate-leadership 

In this week's impactful episode of the Healthcare Experience Matters Podcast, we delve into the core aspects of fostering a culture of belonging. Belonging should be an unwavering cultural value, as we firmly believe it leads to a more engaged healthcare workforce, instilling a deeper sense of purpose for all involved. Ultimately, building a culture of belonging entails creating an environment where team members and staff eagerly contribute, and where we would confidently entrust the care of our loved ones. Joining us for this insightful interview is Jim Kinsey, FPCC, PLCC, CDP, alongside Healthcare Experience Foundation co-founder and president Katie Owens, MHA, CPXP. Jim is a national expert in person-centered care and Diversity, Equity, and Inclusion (DEI), particularly focusing on fostering belonging and developing strategies for employee and team engagement. With a 30-year career in healthcare, encompassing roles as a bedside nurse and in management and leadership, Jim has dedicated the past 18 years to consulting and creating person-centered care environments in both long-term and acute care settings, ranging from small rural critical access hospitals to large urban healthcare systems. We are thrilled to welcome Jim as a first-time guest on the HX Matters Podcast and eagerly anticipate many more enlightening discussions in future episodes of our show. Learn more: https://healthcareexperience.org/belonging 

This week on the Healthcare Experience (HX) Matters Podcast, our guest is Kathy Boswell. We'll be exploring the four dimensions and competencies of emotional intelligence and how they can help promote inclusiveness in healthcare environments. Kathy is a Coach and National Speaker with the Healthcare Experience Foundation (HXF). She is also a featured instructor at HXF's quickly approaching Spring cohort of the Foundations in Diversity, Equity & Inclusion Certificate Program. The Spring cohort of this program will consist of two 4-hour sessions over two days on April 25 & 26, 2024, from 11:00a – 3:00p ET.  Learn more and register here: https://sites.healthcareexperience.org/certificates/diversity-equity-inclusion/  

Rob Minkes, MD, PhD, MS-LOD, and Robert Eisinger, PhD, both coaching faculty members at the Healthcare Experience Foundation (HXF), join us on our weekly Healthcare Experience Matters Podcast to address some of the lingering questions surrounding medical professionalism. Vagueness of Medical “Professionalism” Last month, the New York Times published an article that caught our attention here at HXF entitled, The Unbearable Vagueness of Medical “Professionalism.” The article explores the evolving concept of professionalism in medical education and clinical practice, and the challenge of dealing with vague standards of professionalism, often resulting in disciplinary actions that disproportionately affect students of color. These standards extend beyond traditional behavior to include appearance and social media activity. The response led to a viral movement (#MedBikini), prompting a retraction of a newspaper criticizing unprofessional social media content. The history of professionalism in medicine reflects efforts to uphold ethical values amid changing healthcare landscapes. However, concerns persist regarding the subjective nature of professionalism assessments and their impact on diversity within the medical field. With ongoing debates about dress codes and social media conduct, this article underscores the need for a nuanced understanding of professionalism that reflects the diverse identities and experiences of healthcare professionals and patients alike. The full Times article can be found here: https://www.nytimes.com/2024/03/19/health/medical-students-professionalism.html The HXF Response Dr. Minkes and Robert responded to the article and ongoing debate with lack of clarity on medical professional as such: Doctors and nurses have answered a calling to care — specifically, in healing the sick. They don't think about whether their off-duty attire meets traditional definitions of appropriateness, even though some people think that is what defines or constitutes “professionalism.” But larger questions remain. How do we train medical professionals to be leaders in their field — to commence difficult conversations about death, to manage C-suite demands and requests, to work as a team with others, or to assuage patients' concerns in a way that fosters compassion and trust? Hospital executives and medical staff leaders who invest in professionalism training will be rewarded with happier, healthier patients, and doctors and nurses who bring joy and love to their work. The letter to the editor from the HXF Team can be found here: https://www.nytimes.com/2024/03/27/opinion/medical-professionalism-doctors-nurses.html?unlocked_article_code=1.f00.b0T_.gkexPpDIGhF5&ugrp=u  About Today's Speakers Dr. Minkes currently serves as Physician Coach with HXF. He is a board-certified general and pediatric surgeon who previously practiced as a pediatric surgeon for over twenty years in academic and private practice settings. He is also a professor and Chair of Specialty Medicine with Orlando College of Osteopathic Medicine (OCOM). Robert Eisinger is Chief Academic and Administrative Officer with HXF. A political scientist by training (B.A. Haverford College, M.A., Ph.D. University of Chicago), Robert began his leadership journey teaching and writing about public opinion, and the intersection of political institutions and behavior. He brings more than two decades of higher education and private sector experience to the HXF team. More Podcasts For a related conversion, make sure to listen to What Cultural Humility Means in Practice for Healthcare Leaders with Tiffany C. Chaney, FACHE: https://healthcareexperience.org/cultural-humility/

What's often left unspoken can assist us in better healing patients and being there for them in their times of deepest distress. Delving into this mystery often necessitates a profound form of listening, which can be the key to unlocking the root of that distress. We are excited to be joined by Dr. Joshua Schwarzbaum as our guest once again this week on the Healthcare Experience Matters podcast. As a longtime emergency room physician in New York City, Dr. Schwarzbaum joins our show to talk about listening to patients to find the true feelings that underscore their words. A lot of today's interview references the recent storybook Dr. Schwarzbaum has authored entitled, Listening For A Feeling Finds True Healing: A Guide To Healing From The Inside Out. You can learn more about that book here: https://www.amazon.com/Listening-Feeling-Finds-True-Healing/dp/B0CVQT12X8 More about this interview: https://healthcareexperience.org/healing-by-listening 

In the latest episode of the Healthcare Experience Matters Podcast, we look into the benefits of investing time into DEI education and training in today's healthcare environment. Joining us for today's chat is Brian Bustoz, MBA, CPXP, the Director of Patient Experience Service Excellence at Dignity Health Arizona, Central, and West Valley Market. Brian joins us to help shed light on the crucial intersection between health equity, patient care, and professional development. Brian attended the Healthcare Experience Foundation's October 2023 DEI Foundations Certificate program, which consisted of two half-day virtual cohort sessions designed to equip leaders, staff, clinicians, and physicians with the knowledge and strategies necessary to grow interpersonally and meet the demands of today's healthcare environment. The next DEI Foundations Certificate program is right around the corner. It will take place on April 25 - 26, 2024. You can learn more about this upcoming event and reserve your seat here: https://healthcareexperience.org/webinars/dei-foundations-certificate/

Catherine Richards Golini, PhD, a Healthcare Editor with Karger Publishers, and plain language expert, joins the Healthcare Experience Matters Podcast this week for a timely chat on patient education. We're on a mission to improve the patient experience through all facets of care, with patient education and communication at the heart of so much of that mission. Today's conversation is another riveting and eye-opening chat, especially given the reliance on Google search engines and the explosion of technology in AI. It's no secret that patients are coming to clinics these days equipped with a lot more information versus even just three years ago. With all of that in mind, we caught up with Dr. Golini to chat about what healthcare providers should know about health literacy in the age of the internet and rapidly expanding A.I. technologies. She even participated in a recent artificial intelligence study that she discusses toward the closing minutes of today's podcast. For similar discussions on educating patients, please be sure to check out the following previously released podcast episodes from our HX Matters library: The Patient Experience in a Multilingual Setting: https://healthcareexperience.org/multilingual-hospital/ The Power of Health Literacy and Improving the Environment for Patients: https://healthcareexperience.org/health-literacy/ The bottom line: there is no substitute for prioritizing clear, compassionate, and accessible communication towards patients in healthcare and that extends to patient literature and verbal interactions. More about today's podcast: https://healthcareexperience.org/health-literacy-for-patients   

Kathleen Lynam, RN, MPA, joins our Healthcare Experience Matters Podcast this week to discuss the three essential leadership qualities she has found to be enduring. Having a deep-seated passion for your work, bringing a people-centered approach to the table, and maintaining a visionary mindset are the enduring attributes that all emerging leaders in our field should be keenly aware of, according to Kathleen. Kathleen is an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF). She brings decades of nursing leadership experience to the conversation. She is also a featured instructor at the upcoming Leading for Healthcare Experience Excellence: An Emerging Leader Certificate Program. This event is discussed in detail in today's podcast. You can learn more about the event and reserve your spot here: https://hecertificate.my.canva.site/hxexcellence. 

Today's episode of the Healthcare Experience Matters Podcast is a chat with Steve Meth, JD, MS, Chief Patient Experience Officer, Johns Hopkins Medicine, about what it means to lead with inclusivity in today's modern healthcare landscape. Drawing from his extensive experience and unique professional background, Steve highlights the significance of effective communication, coordination, and trust in patient care, while reflecting on three key questions Why is inclusive leadership essential? What are the character traits of an effective inclusive leader? What obstacles do inclusive leaders face and how can they be addressed? Learn More: https://healthcareexperience.org/leading-with-inclusivity 

There are many intangibles that make up an excellent patient experience. Often times it starts with the parking lot – like are there actually enough spaces in the garage to park? It seems simple, but it can go a very long way in healthcare service excellence. This is something we should all be striving to improve in our field. Stepping away from the clinical aspects and the doctor-patient relationship, our guest this week on the Healthcare Experience Matters Podcast is author Peter C. Yesawich, PhD. He shares ideas for improving patient experience outside of the clinic, focusing on customer service excellence. This also includes addressing pain points, such as a lack of transparency regarding the actual costs of patient care, which are crucial steps toward improving service delivery. Peter is the co-author, alongside Stowe Shoemaker, PhD, of the 2023 book Hospitable Healthcare: Just What the Patient Ordered! Learn More About This Podcast: https://healthcareexperience.org/five-star-hospitality 

According to research, approximately 75% of the general population experiences a fear of public speaking.* When combined with the fact that many medical professionals tend to be introverted by nature, it is safe to assume that a love or passion for public speaking is not common in healthcare. Furthermore, it is probably  safe to conclude that doctors are closer to the population that is likely to dread or deeply fear having to speak in public. Joining us on today's episode of the Healthcare Experience Matters Podcast is Dr. Michael Smith. He outlines his journey from being very uncomfortable with public speaking to giving an actual Ted Talk in 2023. You can watch that Ted Talk here: https://youtu.be/0UZ4Wi21KPU?si=HJQrSzG8vE3J9Q7G The underlying force behind Dr. Smith's communication confidence has been learning improv. By stepping outside his comfort zone and studying improv on his own time after work, Dr. Smith has sharpened many aspects of the communication tools he uses every day with patients. These skills not only help him communicate better with his patients but also enable him to teach medical trainees and residents how to utilize these skills when working with their own patients. Dr. Smith first joined our podcast in September 2023 to discuss improv comedy and how it led to his overall personal growth, professional development, improved listening skills, and combating burnout. You can explore that first episode with Dr. Smith in its entirety, titled “How Comedy Improv Skills Enhance Doctor/Patient Communication,” by clicking here: https://healthcareexperience.org/improv-skills/ As an academic hospitalist working with medical students, interns, residents, and surgical co-management teams, Dr. Smith interacts with patients at various stages of health. His experience in improv quickly became an asset to his work. He is the founder of HealthcareImprov.com and you learn more about his work teaching improv to medical practitioners here: https://www.healthcareimprov.com/ When it comes to building empathy, there may just be no better tool than improv classes, as Dr. Smith can attest from his own experience. Thanks to a gift from his wife in 2014, Dr. Smith embarked on his journey in improv by enrolling in Level 1 classes. He quickly recognized the potential of these newfound skills in enhancing his role as a hospitalist, prompting him to integrate them into his professional life. Today's interview with Dr. Smith serves as an excellent anecdote of how hard work, learning a skill outside your comfort zone, and other outside-the-box thinking techniques can lead to great things for healthcare providers. This includes fighting burnout and becoming a better, more effective practitioner of patient care to truly elevate the patient experience even further. Source* Zauderer, S. “31 Fear Of Public Speaking Statistics (Prevalence)”, Retrieved from: https://www.crossrivertherapy.com/public-speaking-statistics

This week's episode of the Healthcare Experience Matters Podcast takes a deep dive into the Healthcare Experience (HX) Academy, and how it can drive better patient encounters.  Today's discussion is moderated by HXF President Katie Owens. Healthcare experiences consist of a million small encounters, each contributing to the overall impression of your organization. The HX Academy empowers you to ensure that the impression you and your team leave is a positive one. You can explore the academy here: https://hxacademy.org/ If you have any questions, please contact us at insights@healthcareexperience.org The HX Academy, designed by physicians, clinicians, patient experience experts, healthcare leaders, and award-winning video producers, offers pragmatic advice to help you improve immediately.

Join moderator Deanna Frings and panelists Drs. Rob Minkes and George Mayzell on this week's Healthcare Experience Matters Podcast. In this special episode, we feature a discussion on avoiding the pitfalls of chart wars and bias to ensure equitable practices. This podcast is a rebroadcast of a live learning event from the Healthcare Experience Foundation team. If you missed the webinar, be sure to take advantage of this encore presentation. Learn More: https://healthcareexperience.org/chart-wars 

Tiffany C. Chaney, FACHE, joins the Healthcare Experience Matters Podcast this week to discuss the practical application of cultural humility. In addition to being a Fellow with the American College of Healthcare Executives (FACHE), Tiffany is Chief Diversity Officer with Baptist Health in Montgomery, Alabama. Throughout her career, she has been guided by the belief that every single person deserves to receive equitable, high-quality health care.  Learn More: https://healthcareexperience.org/cultural-humility 

Vanessa Guzman brings us the keys to building a more inclusive healthcare system in this week's heartwarming edition of the Healthcare Experience Matters Podcast. In addition to her role as a passionate advocate for health equity, Vanessa is Chief Executive Officer at SmartRise Health and Ella Es Health. She is also a strategy and empowerment coach. With themes of gratitude, the power of finding the right mentor, and many other compelling elements, Vanessa also discusses her inspiring path towards earning her position as CEO in this discussion. This is her first time joining our weekly podcast presented by the Healthcare Experience Foundation (HXF) and we hope to have her join us again. This conversation dovetails nicely into our upcoming Health Equity & The Patient Experience, Virtual Certificate Program. About Health Equity & The Patient Experience As a friendly reminder, you can join us for an engaging online event addressing the crucial topic of health equity and its impact on the patient experience. This live, online learning event takes place in two parts: Friday, February 2 (Part One) and Friday, February 9 (Part Two). The program will lead participants through insightful discussions about how healthcare disparities affect individuals and communities, providing strategies for improvement. If you are a healthcare leader committed to patient experience excellence and equitable care for all patients, this event is for you. Be part of this important conversation and help drive positive change in the healthcare landscape. Register now to secure your spot and learn more here. Building a More Inclusive Healthcare System Vanessa, a biomedical engineer by training, shares her experiences growing up with Dominican parents and being on Medicaid until the age of 20. She emphasizes the profound impact of socioeconomic status on health, highlighting issues such as limited access to transportation, healthy food, and low literacy, all of which contribute to how individuals prioritize and navigate their healthcare challenges. The podcast explores practical steps to address these gaps, involving collaboration among health plans, providers, community-based organizations, and consumers of healthcare services themselves. Vanessa emphasizes the need for clear communication, streamlined services, and understanding the unique needs of each community. She advocates for screenings to identify gaps and barriers to care, especially in areas such as food access, transportation, and housing. Education emerges as a powerful factor in health outcomes, with Vanessa discussing the generational impact of higher education on health literacy. The conversation touches on the importance of creating structures that advocate for education, especially in communities of color, and investing in infrastructure that prioritizes education as a fundamental component of well-being. As the discussion progresses, Vanessa provides valuable insights for leaders in healthcare, urging them to allocate resources effectively and involve the community's voice in health equity initiatives. She underscores the significance of sustained efforts beyond pilot programs, emphasizing the need for evaluation and community integration. The podcast concludes with Vanessa sharing her story and expressing gratitude for the mentors who trusted and believed in her. She encourages listeners to believe in others, emphasizing the transformative power of trust and gratitude in personal and professional growth. We hope Vanessa's interview serves as a beacon of wisdom and guidance, offering tangible steps towards achieving health equity and creating a more inclusive healthcare system for all.

In this week's episode of Healthcare Experience Matters, we have the pleasure of being joined by Brenda Ayers, MD, a Physician Coach at the Healthcare Experience Foundation (HXF). This crucial podcast interview offers an in-depth exploration of what it takes for healthcare leaders to develop a heightened awareness of implicit bias. Dr. Ayers is not only a passionate speaker but also a dedicated healthcare professional.  She is a Board-certified physician in Internal Medicine who serves as Medical Director for Health Equity for Nuvance Health. Focused on building equitable care for all patients, she strives to ensure a brighter, more inclusive future for us all. Our moderator for today's discussion is Deanna Frings, an Executive Coach at HXF. Did you know? Dr. Ayers is a featured speaker at our upcoming Health Equity & The Patient Experience, Virtual Certificate Program. Learn More About Health Equity & The Patient Experience, Virtual Certificate Program: https://healthcareexperience.org/webinars/health-equity-and-the-patient-experience/  Learn More About Today's Podcast:  https://healthcareexperience.org/implicit-bias-in-healthcare 

This week on the Healthcare Experience Matters podcast, we're discussing the role that governing boards play in the ongoing quest to elevate patient experiences in the modern and ever-changing healthcare environment. Our guests this week include Laura S. Orr, MHA, CEO of FORWARD Governance Consulting, and Katie Owens, President of the Healthcare Experience Foundation.  We delve into insights from an article co-written by Laura and Katie, titled 'The Board's Role in Care Experience,' which was recently published in the American Hospital Association's "Trustee Insights" publication. You can read the article here: https://trustees.aha.org/boards-role-health-care-experience We are pleased to welcome Laura back for her third appearance on our podcast. She is the Founder and CEO of Forward, a firm dedicated to helping executive leaders and governing bodies drive organizational success. You can catch up on the first two podcasts with us here: Unlocking the Strategic Potential of Subsidiary Boards in Healthcare: https://healthcareexperience.org/subsidiary-boards/ Navigating the Complexities of Healthcare and Insights for Leadership: https://healthcareexperience.org/laura-orr/ Learn More About Today's Episode: https://healthcareexperience.org/healthcare-boards/ 

In this week's edition of the Healthcare Experience Matters Podcast, we take an in-depth look at some of the (often overlooked) benefits of medical scribes and their positive impact on the patient experience. We are excited to welcome Dr. Christine Meyer, an internal medicine physician, back to our program for today's episode. This is the second appearance of Dr. Meyer on our weekly podcast series. In addition to her being a passionate advocate for driving excellent patient experiences, she is the founder of Christine Meyer, MD, and Associates (CMMD), a practice with over 20 providers, 20,000 patients, and two buildings in the Philadelphia metro region. As mentioned, in her previous podcast interview episode with us entitled, Driving Excellent Patient Experiences by Improving the Little Things, she attributes the success of CMMD to the emphasis her team has placed on ensuring a top-notch patient experience for everyone who walks in the door. The growth of CMMD is not because of traditional advertising or marketing campaigns, but due to the positive word-of-mouth generated by patients at her clinic. Medical Scribes in Primary Care *Research on the use of medical scribes in the primary care setting has linked medical scribes to heightened productivity and efficiency, elevated healthcare provider satisfaction, and, in numerous instances, increased levels of patient satisfaction. This sentiment is corroborated by the stories told by Dr. Meyer in today's podcast. She joined our show to shed light on the often-underestimated advantages of incorporating medical scribes into the clinical setting. Medical scribes at CMMD not only document patient visits in real-time but also serve as an extension of the clinician, allowing Dr. Meyer to maintain eye contact and enhance the overall patient-provider interaction in general. Medical Scribe Logistics The discussion touches on the logistical aspects of hiring medical scribes, revealing that CMMD often hires pre-med or medical students seeking valuable experience during a gap year. Dr. Meyer emphasizes the dual benefits of this arrangement as patients receive more personalized care and detailed post-visit summaries, while clinicians experience a significant reduction in workload and stress. The conversation extends to the unique relationships formed between patients and scribes, where patients of CMMD often reach out to scribes for clarification on post-visit instructions. Dr. Meyer acknowledges the costliness of implementing such a system but highlights its impact on both patient satisfaction and clinician efficiency. As the discussion unfolds, Dr. Meyer addresses the misconception that medical scribes must have a traditional medical or patient care background, revealing that individuals with diverse healthcare-related degrees, including healthcare business, can excel in the role. This insightful conversation explores the multifaceted benefits of medical scribes, showcasing how they elevate the patient's experience while gaining invaluable patient care knowledge inside the clinic. For any medical student or aspiring medical trainees in the eastern Pennsylvania region who may be interested, Dr. Meyer invites you to reach out and join her expanding team. You can send her an email at Christine@ChristineMeyerMD.com to learn more! Sources Ziemann M, Erikson C, Krips M. The Use of Medical Scribes in Primary Care Settings: A Literature Synthesis. Med Care. 2021 Oct 1;59(Suppl 5):S449-S456. doi: 10.1097/MLR.0000000000001605. PMID: 34524242; PMCID: PMC8428869.

Advisors, mentors, and coaches—family and friends—you will need to lean on all these people in your support system as a healthcare professional. Given the rigors of working in healthcare, a coach can be your strongest professional ally, helping you objectively see things without bias (or an interest in the outcome.) Unlike many individuals in our professional circles, a coach will always remain unbiased, this makes having a coach incredibly important for our career growth and in the ongoing journey to fend off burnout. In a profession as demanding as patient care, we all need strong support systems to keep us going. At the foundation of your professional support system, a coach can help you as outlined in this week's edition of the Healthcare Experience Matters Podcast. Our host, Casey Callanan, interviews Kathleen Lynam, an Executive Coach with the Healthcare Experience Foundation (HXF). Learn More: https://healthcareexperience.org/healthcare-coach