Patient No Longer (NRC Health)

Ever heard of a Patient Experience Warrior? Meet Brandon Jones. When not serving as System Patient Experience Manager at Carillion Clinic or hosting his own podcast Real Nurses Real Talk he's using his unique takes to make healthcare better for patients and care teams alike. Listen as Brandon tackles the difference between data-driven and data-guided, sounds off on healthcare heroes, and provides real ways to integrate compassion every day. And he's got a few opinions on the oft-used mantra “Patients First!”

Bryan Mills, CEO of Community Health Network, doesn't hide in the executive wing. He walks the halls, meets new employees in person, and understands patients and their families because he too is a patient and supporting family member. He also loves to think completely differently about what “experience” means in healthcare. Listen in as Bryan talks about his unique perspective while also painting a vivid picture of the immense challenges every healthcare leader faces. He touches on PX, workforce, and consumerism – all from the CEO perspective. But Bryan doesn't sound like a typical CEO and that's what makes his observations even more powerful. Best of all? He's an optimist, and it shows.

Aaron Davis has a knack for understanding healthcare access. As CXO of UMC, he's been studying and improving all aspects of access - particularly the front door of care. As an industry, we talk a lot about access, or lack thereof, for most patients. Aaron cuts through the noise with fresh, compelling ideas on how to re-orient our services around the patient right off the bat. Blue suits, the 95/5 rule, and the one road patients never want to drive down. Oh, and a lesson from the gold standard of logistics: the Chick-fil-A drive-thru.

Kent Sona is dialed into the minds and hearts of patients, and the larger plight of consumers, which is remarkable given how embedded he is in the world of Healthcare IT. For all the power it wields, technology and its leaders can sometimes settle into an island in healthcare. IT can be seen as its own kingdom of complication. Yet, when tech minds are connected to the patient experience, great things can happen. Listen as Ken talks “extreme ownership,” how tech can boost the patient experience, and why Little House on the Prairie provides a sneaky smart vision for healthcare's preferred future.

Paul Coyne has traveled to the very ends of the care delivery process – from surviving a stroke to becoming a chief nursing executive. He possesses a fascinating understanding of healthcare's current state and what its future must become. Oh, and Paul leads an AI-powered healthcare tech company called Inspiren (inspiren.com) that uses in-room technology to improve the lives of patients and caregivers. Listen in as Paul tackles burnout, dissects the fallacies of work/life balance, and makes interesting parallels between AI and nuclear energy. He also shares great advice on life in general and specifically what makes his grandmother mad.

Duct tape works but concrete is better. Sara Vaezy, Chief Strategy and Digital Officer of Providence Health, shares the blueprint for how healthcare can learn from the past, build momentum, and sustain great ideas. Drawing from the flywheel concept, Sara talks about consistently turning the crank on strategy, and shares examples from her digital experience on how small innovations can create massive progress over time. She'll also discuss why healthcare organizations hold a surprising advantage over upstarts. And spoiler alert, she's a hot sauce expert, which she manages to tie back to healthcare.

Complete, not compete. That is the strategy of UC Davis Health CEO Dr. David Lubarsky, a visionary who finds opportunity and hope where others often see challenge and malaise. While UC Davis Health is celebrated as an anchor institution in the fight against climate change, Dr. Lubarsky has turned their embrace of sustainability into an organizational identity, and a strong connector of providers and communities. He doesn't mince words as he shares his own experiences with eliminating wasteful practices, elevating environment as a key health indicator, and finding humanity across ideologic differences to literally make the world a better place. Oh, and he has a solid idea for just about anybody who's looking to get promoted.

Why do some apple pies taste better than others? It's all about people and process. Jorge Torres is a mechanical and electrical engineer who has studied systems of business across the globe, including airlines where he advised the biggest merger the industry had ever seen. Drawn to healthcare's potential and complexity, Jorge lays out his vision for the “5th Revolution” of healthcare. Jorge zooms into the details that help great organizations overcome incredible challenges and zooms out to the big ideas that will restore healthcare to its initial purpose: human relationships, not de-humanized transactions. Find Jorge's full profile at linkedin.com/in/jorgeismaeltorres and contact him at jorge@jitcxm.com for more information.

Unless you've been under a really big rock you've noticed things aren't going so well for US hospitals and health systems. Staffing challenges, disengaged patients, old and new financial constraints. Join us as we ponder the future with Mike Slubowski, CEO of Trinity Health: one of the largest non-profit Catholic health systems in the world. Mike shares the CEO perspective on these challenges and answers the question: what will it take to get out of this? Ideas abound including internal frameworks to engage “colleagues,” focusing new attention on the “patient/member,” staying in the “learning zone,” and more. Beyond any single idea, we explore Mike's inspiring but realistic view of not where healthcare IS going but where it NEEDS to go.

Ever feel like you're carrying around a backpack full of rocks? Dan Collard, Partner with Healthcare Plus Solutions Group, explores what's ailing our healthcare workforce and how we might heal ourselves from the shared trauma of the pandemic. We'll explore the topic of replenishment and how to re-center our work around our well-being AND the well-being of our patients. We'll also tackle physician engagement, team-based motivation, and transcending traditional healthcare research. Plus, learn about the “to stop” list and why we all need one ASAP. For more about Dan's career and current work check out healthcareplussg.com.

What happens if you connect Patient Experience with Marketing Strategy with Information Technology? Just ask Chris DuFresne, VP of Experience & Marketing Technology at Allina Health. In this episode we explore Chris' unique vantage point to the transformation of healthcare. Listen as Chris explains how he's shaking up the status quo by putting different teams together and fusing disparate components of care delivery to create a hybrid journey of both virtual and physical experiences. All connected by the unique person receiving care. It sounds like future talk but it's what Chris is doing right now.

How do we “win the peace” in a healthcare world still reeling from the pandemic? We debate ideas for advancing the industry now, near, and far with Bill Robertson, CEO, MultiCare Health System. Bill speaks about his unique approach leading a sizeable organization through constant turbulence and how to appeal to five types of customers. His leadership style includes a refreshing view of mission, vision, and values and a simple framework for prioritizing competing strategies. Give a listen to a leader who is digging into the future and imagining the post-COVID healthcare experience that is better than before.

In our first *international* episode we tap the infinite wisdom of Ken Hughes, world-renowned consumerism expert and 100% Irishmen. Listen as Ken cuts to the chase on why healthcare is stifling its own creativity, leaning too much on measurement, and making change way harder than it has to be. Ken covers the gambit from what young and old consumers want and what healthcare leaders can do to meet them where they are. Oh, and fear. Specifically, why fear can be an interesting lever to pull.

2030 feels like a long way off but listen as Chris Bevolo, Chief Brand Officer of Revive, shares intriguing trends and some downright scary predictions for where healthcare could go in the not-too-distant future. Drawing from his brand new book, Joe Public 2030, Chris shares with Ryan his thoughts on a hopeful healthcare world, and a not-so-hopeful alternative.

Bert Miklosi returns with more healthcare-specific trends and predictions. Where is the industry headed? What will the pandemic continue to disrupt? And how can we forge ahead in planning and marketing our brand as we try to crawl out of the last two years?

The first Patient No Longer podcast of 2022 is live! Join our host, Ryan Donohue, as he explores the new year and new trends with Bert Miklosi, Principal of Joseph Brand Consulting. Ryan and Bert have worked together for a decade and they'll debate where healthcare is going from here, and what you can do to stay ahead.

The latest episode of NRC Health's new Patient No Longer podcast is now live! Join our host, Ryan Donohue, as he chats with Chris Bevolo, Chief Brand Officer at Revive Health, about engaging consumers in the midst of the chaos of COVID-19. This is an episode not to miss, providing resources that will help you build your brand today.

The latest episode of NRC Health's new Patient No Longer podcast is now live! Join our host, Ryan Donohue, as he chats with Chris Bevolo, Chief Brand Officer at Revive Health, about branding in healthcare. Some helpful documents mentioned in this episode are also attached here. Read case examples for building a post–health system brand, as well as the 2020 Consumer Trends Report. This is an episode not to miss, providing resources that will help you build your brand today.

A replay of our interview with Jeff Shoemate, Chief Marketing and Communication Officer at Allina Health. Jeff joined us on the podcast to discuss how the latest digital technologies can enhance the customer experience.

Join host Ryan Donohue as he speaks with Debra Legan, Vice President of Marketing and Consumer Engagement at PIH Health. This latest episode features a conversation around meeting the customer where they are.

In today's episode, we're discussing how the pandemic has changed healthcare. Our market insights found that consumers had generally low expectations for telehealth as it was new and unprecedented. Fortunately, 74% of consumers were highly satisfied with their online experience. Join the conversation with Tom Arndt, former Chief Market Development Officer at Bellin Health Systems.

How do you align 34,000 people? You bring them together around something they care deeply about. CEO of Fairview Health, James Hereford, aligns his colleagues around their desire to care for patients. His leadership is making a meaningful impact in the healthcare industry.

“Why?” is a common question from the consumer. With over 30 years of experience at BVK and a resume of 150+ clients long, Joel English knows how to answer that question best. He's found that this intersection between the consumer and the organization provides a valuable basis for “why.”

Virtua Health's mission is quite simple: Be well. Get well. Stay well. Chrisie Scott, Virtua Health's Senior Vice President and Chief Marketing Officer, is on the podcast sharing how their organization does everything with purpose

This week's guest of our Patient No Longer podcast is Mike Slubowski, President and CEO, of Trinity Health. Join hosts Ryan Donohue and Brian Wynne as they discuss the importance of language, leadership, and creating connections internally to drive organizational change and what advice to give to newly minted CEOs.

This week's guest of our Patient No Longer podcast is Mike Slubowski, President and CEO, of Trinity Health. Join hosts Ryan Donohue and Brian Wynne as they discuss the importance of language, leadership, and creating connections internally to drive organizational change and what advice to give to newly minted CEOs.

Ed Rafalski, Chief Strategy and Marketing Officer, BayCare Health System, joins us on the podcast to discuss the healthcare customer journey and innovative strategies to build loyalty.

Dr. Stephen Klasko joins us this week to discuss the future of healthcare. As the President of Thomas Jefferson University and the CEO of Jefferson Health, he is a wealth of knowledge.

Ryan and Brian turn the spotlight on each other in this special one-on-one episode. Discover what makes our hosts tick as they share their own experiences as healthcare thinkers, consumers, and, well – dads. They'll also reveal an important NRC Health milestone.

PatientWisdom is a way for patient and clinician to connect before even walking into the doctor's office. Ensuring all providers and staff have insight into a patient's needs, preferences and goals enhances the care provided and create a more connected healthcare experience across a healthcare system.

Jeff Shoemate, Chief Marketing and Communication Officer at Allina Health, joins us on the podcast to discuss how the latest digital technologies can enhance the customer experience.

Brand identity is like a vessel. The content that you fill the vessel with is working towards creating one, cohesive story about your brand. Listen to Ryan and Brian interview John Berg to see how he has implemented brand strategies at some of the nation's leading healthcare systems.