Podcasts about cpxp

Northwell Health, a health care system based on the region in and around New York City, has implemented Smart TV and digital whiteboard solutions from eVideon called Vibe Health to create "smart rooms." According to Juan A. Contreras, CPXP, Director, Patient Experience at North Shore University Hospital/Northwell Health, smart means not just capturing a lot of information, but using it to deliver better care. This video highlights insights about patient care and team coordination from Contreras and Joseph A. Narvaez, Assistant Vice President, for Business Intelligence, Office of Patient and Customer Experience at Northwell Health.Learn more about Northwell Health: https://www.northwell.edu/Learn more about eVideon: https://www.evideon.com/Health IT Community: https://www.healthcareittoday.com/

In this episode of the Healthcare Plus Podcast, Quint Studer welcomes Regina Shupe, DNP, RN, and Jennifer Carron Passon, MSOM, CPXP, for a conversation focused on patient experience. Quint, Regina, and Jennifer explore the “patient experience” concept, which has evolved tremendously over the past few decades. Now it encompasses the sum of all interactions from the initial touchpoint when a patient even considers selecting a healthcare organization until the time that they are back home caring for themselves and maintaining a healthy lifestyle. (It's interesting to hear Quint, who has been described as putting patient experience “on the map,” open the discussion with his own history lesson on the field.) They also discuss a 2021 JAMA article—“Criterion-Based Measurements of Patient Experience in Health Care: Eliminating Winners and Losers to Create a New Moral Ethos” by Thom Mayer, Arjun Venkatesh, and Donald M. Berwick—debating the pros and cons of moving away from traditional percentile-based evaluations.Finally, they offer a wealth of takeaways. Listeners will learn from the thoughtful discussion of common barriers people face when working to improve the patient experience and some practical (and doable) tips for overcoming them. About Jennifer Carron Passon, MSOM, CPXPWith 30 years of leadership experience and a Certified Patient Experience Professional (CPXP) credential, Jennifer is a patient experience officer at BJC Health System, a $6B integrated academic health system that serves millions of patients and families across the Midwest.   Her mission is to ignite a passion for human centricity and to transform the healthcare experience for all. She uses her Disney Institute training and contemporary thinking to design and deploy innovative interventions and digitally enhanced programs that elevate service excellence, hospitality, ownership, and regulatory results. She also contributes to various state-level and global initiatives that aim to advance patient and family engagement, equity and inclusion, and quality and safety in healthcare delivery. About Regina Shupe, DNP, RNRegina works for the Healthcare Plus Solutions Group® team as an advisor, bringing her expertise in emergency services to help our partners assess and improve upon their patient experience and throughput to better serve patients and communities. She holds a Doctor of Nursing Practice degree and also holds a certification in LEAN for Healthcare. For the past 35 years, she has dedicated her life to caring for patients, families, team members, and physicians. As a nurse, she enjoyed the intersection between the heart and science, healing patients from the inside out. As a leader, she is able to see the positive correlation between the experience of team members and the experience of patients. She believes when we intentionally design meaningful and memorable experiences for team members, physicians, and patients, we are able to heal as well as truly transform healthcare.

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 

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.

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 

Today's podcast guest is a person that believes in treating people nicely regardless of how they initially may be treating you. Her name is Nicole Cable and she is the CEO/Founder of Ignite HX, where "every interaction promotes positive change." We discuss being bussed to an all white school. Meeting her first person named "Crystal". Having co-workers caring more about how people treated her than she allowed it to bother herself. Dealing with broken individuals and remaining calm when trying to help them. And many other stories about her efforts to improve how organizations can encourage better treatment for everyone. More about Nicole (https://linkedin.com/in/nicolecable/) Nicole Cable, MHS, CPXP, LBBP, is a leader dedicated to enriching human experiences in healthcare. With a diverse background spanning retail, hospitality, and healthcare, Nicole's journey has been shaped by personal challenges, including a battle with a hospital-acquired infection, which ignited her passion for improving the patient experience.   As the founder of IGNITE HX (https://ignitehx.com/), a pioneering minority-owned enterprise, Nicole demonstrates humility and innovation in her approach to business and customer experience (CX) leadership. Through initiatives like establishing Offices of Human Experience (OHX), she strives to foster positive change in healthcare, prioritizing inclusivity and representation.   As the former Chief Experience Officer for CareMax, Inc., Nicole leads efforts to implement OHX and champion initiatives focused on health equity and inclusive data collection practices.   With executive experience at esteemed organizations such as InnovaCare Health and the University of Maryland Medical Center & Capital Region, Nicole has been honored as one of the “Women We Admire Top 50 Women Leaders in Wellness & Fitness” and recognized among South Florida Business Journal's Influential Business Women of 2023. Additionally, she has been acknowledged as one of the CX Network's “20 CX Leaders to Watch” and their Inaugural Power List. Nicole holds a Master of Science in Healthcare Sciences focusing on Public Health and is pursuing a Ph.D. in Public Policy: Social Policy.

Patient  Experience Week provides an opportunity to celebrate those who have made a positive impact on patient experience, in this episode, we shine a spotlight on Nicole Cable.Fanatical about process improvement, Nicole delves into her own experiences as a patient and the importance of finding a trusted care provider, even if that requires driving three counties over! She also shares what she thinks is going to be revolutionary in the patient experience movement.Key Moments:00:00 – Introductions01:05 – Nicole Cable introduces herself and shares her passions and a promise she made herself and mother.04:45 – Nicole shares how her own healthcare experience has grounded and honed her professional career. Sometimes words can be a patient's catalyst.15:18 – Marcus asks what are some key elements in patient experience.20:30 – Nicole talks about witnessing compassion and being there for her mother.24:15 – Marcus and Nicole talk about leadership and exciting trends in Nicole's work.31:18 – Rapid-fire questions! Nicole wants to leave us with, “Words create worlds. Speak well.”38:07 – Thank yous and goodbyes! Resources for you: More communication tips and resources for how to cultivate compassion: https://marcusengel.com/freeresources/Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcusengel/Connect with Nicole Cable on LinkedIn: https://www.linkedin.com/in/nicolelcable/Learn more about Ignite Human Experience: https://www.ignitehx.comLearn more about Marcus' Books: https://marcusengel.com/store/Subscribe to our podcast through Apple: https://bit.ly/MarcusEngelPodcastSubscribe to our podcast through YouTube: https://bit.ly/Youtube-MarcusEngelPodcast More About Nicole Cable, CPXP, MHS, LSSBB:Nicole Cable brings a wealth of executive experience to the forefront, having held prominent roles such as Chief Experience Officer at CareMax and InnovaCare Health, Corporate Director of Patient Experience Programs for ChenMed Family of Companies, and Director of Patient Experience at the University of Maryland Medical Center & Capital Region. Currently collaborating with Lifestyle Medical, she focuses on empowering individuals to embrace healthier lifestyles, fostering health and joy.Her leadership has not gone unnoticed. Her achievements include being named one of the Women We Admire Top 50 Women Leaders in Wellness & Fitness and being honored as one of South Florida Business Journal's Influential Business Women of 2023. She has also been recognized as a top 20 CX Leader to Watch and included in the inaugural Global Power List by the CX Network. Nicole's expertise is highly regarded and frequently sought after as a speaker at events globally.Her commitment to advancing the healthcare experience extends beyond her professional roles. She serves on the Strategic Advisory and Patient Experience Policy Boards for The Beryl Institute, a global community dedicated to elevating the human experience in healthcare. Additionally, she contributes as an Advisory Board Member of the Society for Health Systems, an organization focused on healthcare engineering and performance improvement.Date: 4/29/2024 Name of show: Compassion & Courage: Conversations in Healthcare Episode number and title: Episode 142.5 – The Importance of Patient Experience - Nicole Cable, CPXP, MHS, LSSBB

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 

Korby Miller, MS, CPXPVice President of Experience, Safety and Quality OperationsPrisma HealthKorby Miller, MS I/O Psy, CPXP, CPHQ, CPPS, is a health care executive with nearly a decade of progressive leadership at some of the largest health systems in the nation. Korby serves as the Vice President of Experience, Safety and Quality Operations at Prisma Health – the largest health system in South Carolina, serving 1.5 million distinct patients with 18 acute and specialty hospitals and one of the nation's largest medical groups.Korby has developed and implemented patient experience systems at scale that have led to industry-leading improvement and sustained outcomes across the continuum of care. Most notably, Medical Group ranks above top quartile in “Likelihood to Recommend” - an improvement of nearly 30 percentile ranking points during the height of the pandemic when national performance was declining and hospital performance has improved 3x the amount of the national average. She also leads Prisma Health's total learning and improvement system, the Pulse Program, that enables all team members to manage all domains of outcomes within their daily work. Over the past year, Prisma Health has achieved significant improvement in experience, safety, quality and cost, while also improving team member engagement. Korby has an extensive coaching and performance improvement background influencing work design. She has authored work on provider-nurse rounding practices and their impact on safety and experience outcomes. Korby fundamentally believes in two core tenants –that experience leads to trust and trust leads to better health outcomes, and that work should be designed with teams and patients, not for them. She is deeply committed to streamlining the work of experience, safety and quality by designing workflows from the front-line and patient perspectives. Before joining Prisma Health, Korby led systemwide experience efforts for Intermountain Health in its fully integrated model for managing safety, quality and experience functions.Link to claim CME credit: https://www.surveymonkey.com/r/3DXCFW3CME credit is available for up to 3 years after the stated release dateContact CEOD@bmhcc.org if you have any questions about claiming credit.

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/

In this episode of Compassion & Courage, Marcus interviews Denise Wiseman, PhD, MBA, CPXP, who explains her transition into patient experience through inspiration from Quint Studer's book ‘Hardwiring Excellence' and her own negative experience as a patient. Denise also shares what it means to make a ruckus in healthcare and how working in the field of patient experience for over a decade presented gaps in patient experience progression.With 25 years of experience in the healthcare industry, listen to find out how the COVID-19 pandemic allowed Denise to redefine her career, the importance of network weaving, and discover how to develop competency in leadership!Key Moments:00:00 – Introductions00:50 – Denise introduces herself and shares a little about her career path. Denise shares her experience as a patient and how that became a catalyst for her entire life.07:02 – Marcus asks about a time where Denise witnessed compassion.09:30 – Denise explains how she wants to make a “ruckus” in PX in healthcare.15:27 – Marcus and Denise talk about what's next and about network weaving in the PX field.20:20 – Denise explains how she developed her leadership skills. And Marcus continues the conversion about leadership and fostering leadership styles.28:30 – Marcus shoots off his rapid-fire questions. Denise would leave us with, “TOGETHER” and “You have the power to make up the difference!”31:10 – Thank yous and goodbyes!Resources for you: More communication tips and resources for how to cultivate compassion: https://marcusengel.com/freeresources/Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcusengel/Connect with Wiseman, PhD, on LinkedIn: https://www.linkedin.com/in/wisewoman1/Learn more about The PX Community: https://www.thepxcommunity.comLearn more about Marcus' Books: https://marcusengel.com/store/Subscribe to our podcast through Apple: https://bit.ly/MarcusEngelPodcastSubscribe to our podcast through YouTube: https://bit.ly/Youtube-MarcusEngelPodcast More About Denise Wiseman, PhD, MBA, CPXPDenise's career in healthcare began in a critical access hospital in Washington state and expanded to serve organizations large and small across the US.  After working in non-profit and for-profit healthcare sectors and the last decade in patient experience, Denise is now working to Make a Ruckus That Makes a Difference in healthcare.  She brings her expertise, passion for serving frontline leaders and employees, and entrepreneurial spirit to every conversation.  Denise encourages those she works with to think differently, create synergistic collaborations, develop relationships and connections beyond their organizations and profession, and, of course, make a ruckus.   Date: 1/15/2024 Name of show: Compassion & Courage: Conversations in Healthcare Episode number and title: Episode 135 - Making a Ruckus in Healthcare with Denise Wiseman, PhD

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 

This is Ep. 2 of SHEA's three-part series, Updates from the SHEA SSI Compendium. This episode focuses on a few of the core infection control interventions that take place during the perioperative process that are found in the SHEA SSI Compendium of Strategies update. In addition, speakers will discuss the importance of maintaining normothermia, utilizing an SSI Prevention checklist, and building a cross-functional team to address this complex challenge across health systems. Speakers: Dale Bratzler, DO, MPH Ruth Carrico, PhD, DNP, APRN, FNP-C, CIC, FSHEA, FNAP, FAAN Moderator: Hudson Garrett, PhD, MSN, MPH, MBA, FNP-BC, IP-BC, PLNC, CFER, AS-BC, VA-BC, BC-MSLcert™, HACP-IC, CMRP, HACP, HACP-IC, HACP-PE LTC-CIP, CIC, NCEE, NRAEMT, MSL-BC, DICO-C, TR-C, CPPS, CCHR-S, CPHQ, CVAHP, CPXP, CDIPC, CPHRM, CHIPP-B, FACDONA, FAAPM, FACHDM, FNAP, FAHVAP, FACHE, FSHEA, FIDSA

Jan Gnida CPXP and Katie Owens, MHA, CPXP, join us on the Healthcare Experience Matters Podcast this week as we examine the interesting shifts in data within patient experience trends since the start of the pandemic. Jan is the Senior Vice President of Research Operations for PRC, and this is her first time joining our podcast. Katie is a familiar voice to our podcast listeners and joins us once again for today's discussion. She currently serves as President of the Healthcare Experience Foundation (HXF). Jan and Katie's extensive experience and firsthand knowledge of the research shed light on the evolving landscape of patient experiences in healthcare since the pandemic's onset in early 2020. Three key insights we have uncovered through the ongoing research between PRC and HXF to monitor the trends in patient reported experience of care measures, as reported through the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems Survey): Patient experience results have not returned to pre-pandemic performance levels. Patient experience performance is more volatile than in the decade prior to the pandemic. The key drivers of patient experience — teamwork, safety, staff courtesy and respect — are enduring. For those looking to see the graphic showing the research that we covered in today's discussion, make sure to view the YouTube broadcast of our podcast here: https://youtu.be/zpNuenqUH_s  Learn more about today's podcast on the Healthcare Experience Foundation website: https://healthcareexperience.org/pandemic-px-trends 

Tune in for Part #2 of Stephanie Whitehead's interview with Mindy Spigel, the author of the best-selling book There's a Snake on My Head! Strategies for Alleviating Fear and Anxiety in Healthcare for Patients, Families, AND Healthcare Teams. Listen to Part #1 of their interview here: eLABorate Topics | Episode 39: "There's a Snake on My Head!" (featuring best-selling author, Mindy Spigel, RN, MSN, CPXP) (transistor.fm) In this episode, Stephanie and Mindy discuss the fears of healthcare professionals and how they can impact patient care. Tune in as Mindy offers practical tips to healthcare leaders on how to recognize and address these fears and how to create an open and safe environment where healthcare workers feel comfortable to express their fears and be honest about their feelings. Mindy's interview is essential listening for healthcare leaders who want to create an environment of trust and safety for their teams!Mindy Spigel's Bio:Mindy Spigel's passion is helping people create meaningful connections as a leader, a team member, and while caring for customers. She enjoys helping leaders build strong teams and exceptional work environments. She is committed to helping teams communicate, respect each other, and work together effectively. It is her desire to alleviate fears, build trust, and create an exceptional experience for all. Mindy is proud to be a nurse and has both a Bachelor's and Master's degree in Nursing. Mindy has been honored to have presented at numerous National, State, and local conferences and provided consultation and coaching to various organizations. In 2018, Mindy completed a research study on the fears of patients and families. She published a book on Amazon entitled, “There's a Snake on My Head! Strategies for Alleviating Fear and Anxiety in Healthcare (for patients, families, AND health care teams) based on her research and experienceConnect with Mindy Spigel:Website: mindyspigel.comEmail: mgspigel@gmail.comLinkedIn: www.linkedin.com/in/mindyspigel/ Connect with Stephanie WhiteheadClick on the link to connect with Stephanie for more on this and other leadership and personal development topics.Join Team #eLABorate and connect with us!Connect with us on LinkedIn: eLABorate Topics Group and give us your feedback!Podcast Call to ActionWe would love to feature YOU!!!Share your favorite takeaway from today's episode: Video ReviewBe an eLABorate Supporter!1.     Listen on directimpactbroadcasting.com, Spotify, Apple Podcast, or your favorite podcast platform2.     Don't forget to subscribe to the show on your phone, tablet, or notebook so you never miss an episode!3.     Be sure to leave a comment, and share it with fellow medical laboratory professionals!4.     Join our eLABorate Topics Group on LinkedIn5.     Leave us a Video Review and we will feature you on our Social Media: Video ReviewBe a Guest on our show!If you have a leadership or laboratory message to share and would like to be a guest on the show, please reach out to us by completing the guest interest form or send us an e-mail us at elaboratetopics@directimpactbroadcasting.com.

Farah Laurent MSN RN, NEA-BC, NPD-BC, CPXP, TCRN, CPEN, CEN, is a Nurse Career Coach and founder of International Nurse Coach LLC. She is a 6x board-certified RN, 3 out of 6 are Emergency Board Certifications! She has over 20 years of nursing experience in Emergency Medicine. She obtained her Master's Degree in Education and is currently completing her last year as a Doctoral student. A nursepreneur, speaker, author and mom of 2!  NEA-BC-Nurse Executive Advanced Board Certification NPD-BC-Nursing Professional Development Board Certification CPXP-Certified Patient Experience Professional TCRN-Trauma Certified RN CPEN-Certified Pediatric Emergency Nurse CEN-Certified Emergency Nurse Social Media Links: https://www.linkedin.com/in/nursefarah/ https://www.nursefarah.com/ https://www.instagram.com/nursefarahinc/?utm_source=ig_embed&ig_rid=45801a97-340c-4e8e-a9eb-329cf5792ea7 Doctor Nurse Podcast Links: Check out the DNP blog for more information on side hustles: ⁠⁠⁠https://doctornursepodcast.com/blog/⁠⁠⁠ Doctor Nurse Podcast YouTube: ⁠⁠⁠https://www.youtube.com/channel/UCYQYlS9d6m7HyMK7Z1BI5DA⁠⁠⁠ Doctor Nurse Podcast IG: ⁠⁠⁠https://www.instagram.com/DoctorNursePodcast/⁠⁠⁠ Doctor Nurse Podcast Website: ⁠⁠⁠http://www.doctornursepodcast.com⁠⁠⁠ Doctor Nurse Podcast Email:  ⁠⁠⁠⁠doctornursepodcast@gmail.com⁠⁠⁠⁠ ⁠⁠⁠Success NP: ⁠⁠⁠Etsy Shop developed by my best friend and I, who are both Nurse Practitioners. We create digital notebooks to help you prepare for your clinical experience. Share this podcast with a nurse friend: ⁠⁠⁠Subscribe to exclusive Doctor Nurse Content for only $4.99 a month!! Support the podcast and hear content to help you grow in your career. https://podcasters.spotify.com/pod/show/thedoctornursepodcast/subscribe⁠⁠⁠

When it comes to healthcare, fear, and anxiety can be major obstacles to providing optimal care. Patients can feel overwhelmed by the decisions they need to make, and the intense emotions they experience can make understanding the information they receive difficult. This is where effective communication comes in. By engaging in meaningful conversations, healthcare professionals can help alleviate some of this fear and anxiety and create a more positive healthcare experience. This is the topic that Stephanie Whitehead discusses with author, speaker, and facilitator, Mindy Spigel, RN, MSN, CPXP in this episode.  Mindy is the author of the best-selling book There's a Snake on My Head! Strategies for Alleviating Fear and Anxiety in Healthcare For Patients, Families, AND Healthcare Teams. In this episode, Mindy provides valuable insight into the aspects of fear and anxiety that hinder patient care. Mindy and Stephanie discuss the importance of creating a safe and welcoming space for patients and their families. They also provide practical strategies for healthcare professionals to use when communicating with patients. Tune in to hear insightful and practical tips on how laboratory professionals can help create a positive healthcare experience for all patients! You won't be disappointed!Mindy Spigel's Bio:Mindy Spigel's passion is helping people create meaningful connections as a leader, a team member, and while caring for customers. She enjoys helping leaders build strong teams and exceptional work environments. She is committed to helping teams communicate, respect each other, and work together effectively. It is her desire to alleviate fears, build trust, and create an exceptional experience for all. Mindy is proud to be a nurse and has both a Bachelor's and Master's degree in Nursing. Mindy has been honored to have presented at numerous National, State, and local conferences and provided consultation and coaching to various organizations. In 2018, Mindy completed a research study on the fears of patients and families. She published a book on Amazon entitled, “There's a Snake on My Head! Strategies for Alleviating Fear and Anxiety in Healthcare (for patients, families, AND health care teams) based on her research and experienceConnect with Mindy Spigel:Website: mindyspigel.com Email: mgspigel@gmail.comLinkedIn: www.linkedin.com/in/mindyspigel/Connect with Stephanie WhiteheadClick on the link to connect with Stephanie for more on this and other leadership and personal development topics.Join Team #eLABorate and connect with us!Connect with us on LinkedIn: eLABorate Topics Group and give us your feedback!Podcast Call to ActionWe would love to feature YOU!!!Share your favorite takeaway from today's episode: Video ReviewBe an eLABorate Supporter!1.     Listen on directimpactbroadcasting.com, Spotify, Apple Podcast, or your favorite podcast platform2.     Don't forget to subscribe to the show on your phone, tablet, or notebook so you never miss an episode!3.     Be sure to leave a comment, and share it with fellow medical laboratory professionals!4.     Join our eLABorate Topics Group on LinkedIn5.     Leave us a Video Review and we will feature you on our Social Media: Video ReviewBe a Guest on our show!If you have a leadership or laboratory message to share and would like to be a guest on the show, please reach out to us by completing the guest interest form or send us an e-mail us at elaboratetopics@directimpactbroadcasting.com.

On this podcast, Naomi Fox, MSN, RN, NPD-BC, CCRN and Stephanie Zidek, MSN, RN explain their roles as NPDs to 2023 ANPD Aspire Convention keynote speaker Marcus Engel, MS, CPXP, CSP. Join in on the conversation as they speak about moments where they witnessed compassion and discuss Engel's work and guidance on how NPD practitioners can incorporate narrative principles into daily life. Plus, learn about Engel's narrative nursing giveaway.  This episode was originally shared on Engel's podcast Compassion & Courage, and has been reposted with permission.

This week on our podcast, we welcome Deborah Zastocki, DNP, Ed.M., MA, RN, NEA-BC, FACHE, and Katie Owens, MHA, CPXP, to provide us with an overview of the CARES™ model for highly reliable patient communication. CARES™ is a set of macro competencies developed by our Healthcare Experience Foundation (HXF) team based on nearly 15 years of studying and coaching patient communication interactions with thousands of leaders, staff, physicians, and providers blended with constantly emerging research at the intersection of patient experience and quality.  This recording is a recent live learning event webinar that has been condensed and shortened for a more friendly podcast listening experience.  Patient experience can be defined as the sum of all interactions patients encounter throughout their healthcare journey. The CARES™ model is not confined to a single interaction; rather, it comprises numerous micro competencies that, when combined, create an exceptional patient experience.  Learn More: https://healthcareexperience.org/cares-connect/ 

Dr. Nathan Regier, your host, is joined by Marcus Engel in today's episode. Marcus M.S., CPXP, CSP, is a Certified Speaking Professional and author whose messages provide insight and strategies for excellent patient care. His keynote presentation, The Other End of the Stethoscope, has been witnessed by tens of thousands of healthcare professionals. His books are used in scores of nursing and allied health programs to teach the basic foundations of caregiving. Marcus shares in this episode how compassion helped to transform pointless agonizing pain and suffering into an amazing journey of recovery and purpose; his story illustrates the transformative power of compassion. What's In This Episode: What happened to Marcus, how it changed his life forever, and how he has used that experience to serve others. The two most important words you can say to another human being who is suffering. How do you “be here” with others in today's busy and distracting world? The three most compassionate things you can say to another person. In light of limited resources, how can leaders create more compassionate systems and cultures? Key Takeaways: [3:40] What is Marcus' story? Marcus shares his story of survival and healing. [9:10] “I am here” Marcus talks about the importance of your presence as the greatest gift you can ever give. [11:42] Marcus shares some key lessons he learned from his near-death experience that he now teaches others. [13:43] “Hurting people hurt people” Marcus explains how he dealt with the guilt of knowing he hurt others during his recovery (mostly he was hurt). [15:08] Suffering is an inevitable part of the human experience. [16:17] Science backs up compassion. [17:37]  Marcus shares some tools for people to be present: I am here, Me too, I got you. [19:39] Marcus summarizes the scientific research that backs up compassion. [21:48] Dr. Nate discusses the three switches in a compassion relationship. [22:30] Marcus believes that the fact that he was deeply hurt proposes he tries to prevent this from happening to others. [24:00] Burnout can also look like compassion fatigue. [26:57] What does the Healthcare administration can do right away to improve the patient experience? [28:32] Everybody wants compassionate leadership. [28:58] Marcus shares a particular interaction that had a huge effect on him. [32:16] Are there any barriers that people face inside them that prevent them from being present for others? [36:00] Dr. Nate shares the highlights of an amazing conversation with Marcus Engel.   Mentioned in this episode: The Compassion Mindset The Other End Of The Stethoscope - 33 Insights for Excellent Patient Care, Marcus Engel Compassion & Courage: Conversations in Healthcare Podcast Learn more about  Marcus Engel    Tweetables: “Our presence is the greatest gift we can give to another human being.” #oncompassion   “Hurting, pain, and suffering are part of the human experience.” #oncompassion   “Non-judgemental awareness is another way to define compassion.” #oncompassion  

  Episode 60 Click here for more Good Health podcasts. The post Jenny Sullivan, CPXP, Discusses the Patient & Family Advisory Council first appeared on Good Shepherd Health Care System.

Trisha Choi, MA, CPXP, was diagnosed with bipolar disorder at 19 and, as a result, endured many hospital stays. After a negative experience with a nurse during one particular stay, she decided to pivot her career to healthcare. Listen as she discusses her healthcare experience with a mental health diagnosis and the importance of being able to ask for - and accept - help.

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

Barbara Khozam is known around the world for her impactful, high-energy delivery, outrageous wit, and ability to connect with her audience. Barbara has spoken more than 1,700 times to more than 75,000 people in 12 countries about customer service, leadership, motivation, and communication. In 2014 Barbara was the 14th woman in the world to be honored by Toastmasters International with their eliteAccredited Speakerdesignation for “outstanding platform professional speaking.” Only 81 have earned the award in 145 countries.In 2019 Barbara was chosen as theTop Customer Service Consultant of the Yearby the International Association of Top Professionals. Also in 2019, Barbara was awarded theCSP® (Certified Speaking Professional™) from the National Speaker's Association. Barbara isoneof only threewomen in theworldto have achievedBOTHthis designation as well as the Toastmaster Accredited Speaker designation. In 2021, Barbara achieved the Certified Patient Experience Professional (CPXP) designation. The certification, awarded by Patient Experience Institute (PXI), signifies that recipients possess the qualities of a leader who influences the systems, processes, and behaviors that cultivate consistently positive experiences with knowledge and practical experience necessary to pass a rigorous examination. In this episode Carl White and Khozam discuss:Why “great clinical care” ranks 7th most important to patients when choosing a practiceWhat the early warning signs are that you might have a patient experience problemWhere you can get started in improving your practice's patient experience. Want to be a guest on PracticeCare?Have an experience with a business issue you think others will benefit from? Come on PracticeCare and tell the world! Here's where you can get the process started:https://marketvisorygroup.com/practicecare-podcast/ Affiliate PromotionWe're fans of Constant Contact for email campaigns, newsletters, and emails. We use it with our clients. What we like: Very easy to useVery flexibleEasy to find supportHIPAA compliant Get 30% off for the 1st 3 months if you sign up using our partner link. We do receive a commission when you use our link. Constant Contact offers additional prepayment discounts you can choose: 10% off per month for your first 6 months, or 15% off for the year. If you prepay, your discount stacks on top of the 30% discount for the 1st 3 months. Customer Satisfaction Checklist from Barbara!Download this free checklist from Barbara to help you understand your practice's strengths and weaknesses when it comes to customer satisfaction! Connect with Barbara Khozamhttps://barbarakhozam.com/Facebook: /barbarakhozamLinkedIn: /barbarakhozam/ Connect with Carl WhiteWebsite: http://www.marketvisorygroup.comEmail:  whitec@marketvisorygroup.comFacebook:  https://www.facebook.com/marketvisorygroupYouTube: https://www.youtube.com/channel/UCD9BLCu_i2ezBj1ktUHVmigLinkedIn: http://www.linkedin.com/in/healthcaremktg

For this super special one-year anniversary episode, Marcus sits down with Jason Wolf, Ph.D., CPXP to talk compassion, patient experience and how the two cross and mingle. Jason shares a fundamental experience in his early life that guided his work in Patient Experience and the two discuss what CPXP stands for and what CPXPs actually do. For this special episode, Marcus shares the wisdom and insight of Jason Wolf's thought leadership in the realms of Patient Experience and how PX differs from just being kind. If you've ever complained about the state of healthcare in America, listen in to get a perspective on the human side of healthcare.   Key topics:00:00 – Introduction01:31 – Jason talks about his career path and The Beryl Institute.04:29 – The two talk about the transition to a Patient Experience focused healthcare and how important that is for everyone.11:18 – Marcus asks where Jason thinks about the future of Patient Experience.14:38 – Marcus poses questions to Jason about presence and compassion in his life. 24:07 – Marcus asks his rapid-fire questions. Jason wants you to know that… You should care for each other. 30:20 – Thank you and conclusions!  Resources for you: Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcusengel/Connect with Jason on LinkedIn: https://www.linkedin.com/in/jasonwolf/Learn More About The Beryl Institute: https://www.theberylinstitute.orgYou Can Follow Everyone on Twitter: @Berylinstitute @jasonawolf Subscribe to the Compassion & Courage podcast through Apple: https://bit.ly/MarcusEngelPodcast More About Jason Wolf, Ph.D, CPXP:Jason is a passionate champion and recognized expert on patient experience improvement, organization culture and change and sustaining high performance in healthcare. Jason has led the growth of The Beryl Institute into the leading global community of practice and thought leader on improving the patient experience, establishing the framework for the emerging profession of patient experience. Jason is the Founding Editor of the Patient Experience Journal, the first open-access, peer-reviewed journal committed to research and practice in patient experience improvement. He also established and currently serves as President of Patient Experience Institute, an independent, non-profit, committed to the improvement of patient experience through evidence-based research, continuing education and professional certification. Jason is a sought-after speaker, provocative commentator and respected author of numerous publications and academic articles on culture, organizational change and performance in healthcare, including two books on Organization Development in Healthcare and over 50 white papers and articles on patient experience excellence and improvement. Jason also received the American College of Healthcare Executives (ACHE) 2018 Dean Conley Award for his article "Patient Experience: The New Heart of Healthcare Leadership," published in the spring 2017 issue of Frontiers of Health Services Management.  A recovering marathoner – having run seven – Jason's proudest "accomplishment” remains his family. He currently resides in Nashville, TN with his wife, Beth, and sons, Samuel and Ian. Date: 09/19/2022Name of show: Compassion & Courage: Conversations in HealthcareEpisode title and number: Episode 68 – Jason Wolf - Why Patient Experience Is Based in Compassion

Anyone who works in healthcare knows patients struggle with anxiety and worry and fear. Yet it's easy to get so caught up in our day-to-day work, with all its stress and chaos, that we can lose sight of this truth—as well as the fact that employees, too, can be fearful. In this episode, Mindy G. Spigel, RN, MSN, CPXP—author of the new book There's a Snake on My Head! Strategies for Alleviating Fear and Anxiety in Healthcare for Patients, Families AND Healthcare Teams—explores this critical subject. Mindy says when we talk to a patient, we need to imagine they have a snake on their head. That snake is fear. If we can't get rid of the snake first, how will they hear anything we say? They won't—and compliance and outcomes will suffer. She says in her research study interviewing families about their fears and how to reduce them, the findings boiled down to this: “Keep me informed, keep me safe, keep me comfortable.” She hopes shining a light on this topic will not only lead to better outcomes, it will help healthcare workers reconnect to their purpose.In this episode, you'll learn:- Why acknowledging and reducing fears in both patients and employees matters- How we can train ourselves to see the “snakes” on people's heads-Impactful steps we can take to help reduce those fears and worries- How to also reduce anxiety for employees (including new hires and transitions in leadership)- Why we're still playing catch-up after COVID-19—and how we can rebuild camaraderie, trust, and those critical networks and learning environments Mindy G. Spigel, RN, MSN, CPXP, is a nurse with over 40 years of experience in healthcare, working in both inpatient and outpatient settings. Mindy has taught in academic and clinical settings and has been honored to speak at numerous national, state, and local conferences.Contact Mindy Spigel, RN, MSM, CPXPmgspigel@gmail.comhttps://mindyspigel.com • Mindy's New Book: There's a Snake on My Head! Strategies for Alleviating Fear and Anxiety in Healthcare For Patients, Families AND Healthcare Teams • Beryl Institute Research • Gratitude Symposium Presentation 

Becker's Annual Hospital Review Meeting •  Pam Guler, MHA, FACHE, CPXP, Vice President and Chief Experience Officer, Consumer Experience, AdventHealth•  Jeffrey L. Cohen, MD, FACS, FASCRS, CPE, Executive Vice President and Chief Clinical Operating Officer, Hartford HealthCare •  Casey Williams, Senior Vice President, Engagement, RevSpring•  Brett Antczak, MHA CMPE, Chief Executive Officer, St. Vincent General Hospital District•  Moderated by Ayla Ellison, Editor-in-Chief, Becker's Hospital Review

Director of patient experience and pastor, Corey L. Kennard, MACM, CPXP, has supported many people through the emotional, spiritual, and physical devastation over the past two years. Listen as he shares his story, and how he plans to help the community move forward. This episode is hosted by Andrew Esch, MD, MBA. The views and opinions expressed on this podcast do not necessarily reflect the official policy or position of CAPC.

ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, Susan Milligan, CHAM, CRCR, and Tom Tull, FACHE, CPXP, walk through real-life examples of patient comments, both the good and the not-so-good, and share strategies for providing an optimal patient experience. Also, Milligan and Tull discuss why it's so important for Patient Access leaders to have a patient experience network at their fingertips. Don't miss this engaging conversation from these two industry leaders. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/NAHAMConnections | https://www.naham.org/page/ConnectionsPatientExperienceandEngagement | https://www.naham.org/page/ConnectionsPodcastEpisode1 | https://www.naham.org/page/ConnectionsRealizingthePowerBehindEmpowerment | https://www.naham.org/page/ConnectionsEngagementFeedsExperience | https://www.naham.org/page/ConnectionsActingWithEmpathy | https://www.naham.org/page/NAHAM2022AnnualConference *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

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/ 

For Episode 17 of Entrepreneur Rx, I had the privilege of hosting Terri Malcolm, a certified physician executive and founder of Master Physician Leaders. Master Physician Leaders is a coaching firm for physicians and faculty leaders willing to grow and achieve higher levels. We talk about physician leadership and entrepreneurship, focusing on Terri's journey, what physicians are struggling with, her passion for helping them become better leaders, and the importance of setting priorities.

Justin Bright MD, CPXP is an attending physician and the Assistant Medical Director for Patient Experience in the Department of Emergency Medicine at Henry Ford Hospital in Detroit. He is fascinated by the intersection of patient experience, interpersonal communication, customer service, and employee engagement. Check out his ideas at www.ptexpmd.com or on The Patient Experience podcast on Spotify, Apple Music, or any other listening platform you enjoy. In this episode, we learn that patient satisfaction and the patient experience are different things. We can improve the patient experience by asking open-ended questions, recognizing nonverbal cues, validating emotion, and pausing to listen. We discuss: A patient satisfaction survey rant [02:45]; The “patient experience” and how it is influenced by every conceivable touchpoint, perception and logistical thing that may happen to a patient  [11:10]; How making a purposeful choice to care helps ensure that our patients have a positive experience [16:15]; The power of the pause [19:35]; Avoiding the “doorknob complaint” by asking open-ended rather than direct questions [22:00]; Efficiently handling the situation when a patient has extra questions after you thought you had already completed the encounter [24:50]; The best way to acknowledge a patient's long wait [26:40]; How to respond to the disgruntled patient who voices complaints about other people involved in their care or their prolonged wait [29:30] Deescalating the unhappy patient whose expectations of care were not met [33:10]; Salvaging the situation when a patient threatens to call the nurse administrator or an attorney [39:10]; And more. For previous episodes, detailed show notes, or to sign up for our newsletter: https://www.stimuluspodcast.com/. This podcast streams free on iTunes, Spotify, and Stitcher. Interested in one-on-one coaching? https://www.stimuluspodcast.com/coaching Follow Rob:  Twitter, Facebook, and Youtube.

Justin Bright MD, CPXP is an attending physician and the Assistant Medical Director for Patient Experience in the Department of Emergency Medicine at Henry Ford Hospital in Detroit. He is fascinated by the intersection of patient experience, interpersonal communication, customer service, and employee engagement. Check out his ideas at www.ptexpmd.com or on The Patient Experience podcast on Spotify, Apple Music, or any other listening platform you enjoy. In this episode, we learn that patient satisfaction and the patient experience are different things. We can improve the patient experience by asking open-ended questions, recognizing nonverbal cues, validating emotion, and pausing to listen. We discuss: A patient satisfaction survey rant [02:45]; The “patient experience” and how it is influenced by every conceivable touchpoint, perception and logistical thing that may happen to a patient  [11:10]; How making a purposeful choice to care helps ensure that our patients have a positive experience [16:15]; The power of the pause [19:35]; Avoiding the “doorknob complaint” by asking open-ended rather than direct questions [22:00]; Efficiently handling the situation when a patient has extra questions after you thought you had already completed the encounter [24:50]; The best way to acknowledge a patient's long wait [26:40]; How to respond to the disgruntled patient who voices complaints about other people involved in their care or their prolonged wait [29:30] Deescalating the unhappy patient whose expectations of care were not met [33:10]; Salvaging the situation when a patient threatens to call the nurse administrator or an attorney [39:10]; And more. For previous episodes, detailed show notes, or to sign up for our newsletter: https://www.stimuluspodcast.com/. This podcast streams free on iTunes, Spotify, and Stitcher. Interested in one-on-one coaching? https://www.stimuluspodcast.com/coaching Follow Rob:  Twitter, Facebook, and Youtube.

This week Quint talks with Jason Wolf, PhD, CPXP, from The Beryl Institute, an organization committed to elevating the human experience in healthcare through research and the sharing of best practices. They focus on patients and families, as well as those who work in healthcare and the communities they serve. In this episode, Jason shares with Quint the latest research from the Institute around understanding the human experience in healthcare. He reveals which ideas gained strength during the pandemic, as well as upcoming trends, including the growing acknowledgment of patients as consumers, a bigger spotlight on the healthcare workforce, healthcare inequities and disparities, the importance of communities, and how all these things impact the human experience in healthcare. In May, Jason will be presenting at The Gratitude Symposium, a free month-long series of online presentations from 45 well-known experts meant to thank, teach, and inspire those in healthcare. His session is entitled “To Care Is Human: Elevating the Human Experience in Healthcare and Beyond.” All you have to do is register to view the material, and you can watch the videos on your schedule. Information on how to register can be found at www.thegratitudesymposium.com/. To make it easy to register your entire workforce or student body, please contact Nicole Webb Bodie at Nicole@QuintStuder.com or 850-748-2027.  To Care Is Human: Elevating the Human Experience in Healthcare and Beyond In this talk, Jason Wolf discusses how healthcare at its heart is built on a simple premise: We are human beings caring for human beings. This idea is grounded in the reality that both those who seek care and those who provide it agree that what matters most is the relationships they build through listening and communicating clearly, teamwork, and respect. The evidence shows that with a commitment to caring and to the human experience provided in every healthcare encounter, healthcare organizations can and will achieve the quality and financial results desired and the loyalty they seek. In the end, the humanity on which healthcare is built may be its greatest key to success.Resources: Consumer Perspectives on Patient Experience 2021This report is a follow-up to The Beryl Institute's 2018 study, Consumer Perspectives on Patient Experience 2021 reveals the qualities healthcare consumers look for in a healthcare experience remains much the same, even during a global pandemic. The data also provides a clear call to action. In order for healthcare providers to remain viable and competitive long-term, they must reinforce their efforts to deliver an exceptional experience and focus on being genuinely patient/consumer-centered.

In this episode, we discuss what health equity is all about, what we can do to advance patient and family engagement, and how these issues matter to us all when it gets right down to it. Our guest is Kellie Goodson, MS, CPXP, a thought leader in the areas of person, or patient and family engagement (PFE) and equity in health care quality and safety improvement. She has led a multi-year analysis of hospitals leveraging and deploying PFE in quality and safety improvement that demonstrated a correlation between high levels of PFE and improvements in patient outcomes, specifically lower rates of 30-day readmissions and falls with injury. She has worked with multiple health systems to improve patient outcomes using quality improvement science through the lens of health disparities identification and resolution. Kellie co-led national Affinity Groups for the topics of PFE and health equity for the Centers for Medicare and Medicaid Services and has served on National Quality Forum committees, including the National Quality Partners Action Team to Co-Design Patient-Centered Health Systems. Kellie received her Bachelors of Science in Business from the University of New Hampshire and her Masters of Science in Integrated Health Care Management from Western Governors University. She also received her Certified Patient Experience Professional (CPXP) designation. Kellie Goodson, MS, CPXP on LinkedIn: https://www.linkedin.com/in/kellie-goodson-ms-cpxp/ On Twitter @kac0102 Music Credit: Jason Shaw from www.Audionautix.com    THE IMPERFECT SHOW NOTES To help make this podcast more accessible to those who are hearing impaired or those who like to read rather than listen to podcasts, we'd love to offer polished show notes. However, Swift Healthcare is in its first year.  What we can offer currently are these imperfect show notes. The transcription is far from perfect. But hopefully it's close enough - even with the errors - to give those who aren't able or inclined to learn from audio interviews a way to participate.  Please enjoy! Patrick Swift PhD, MBA, FACHE: [00:00:00] Welcome folks to the Swift healthcare video podcast. I'm Patrick Swift. And I want to thank you for dialing in for joining us. I have a special guest Kelly Goodson for the show. Kelly. Welcome to the show. [00:00:11] Kellie Goodson, MS, CPXP: [00:00:11] Great. Thanks to be here with you today, Patrick. [00:00:13]Patrick Swift PhD, MBA, FACHE: [00:00:13] Absolutely. I think we're going to have, okay. Fantastic show. And let me read you folks. Uh, Kelly's bio here. Very impressive. Uh, person Kelly is a thought leader in the areas of person, patient, and family engagement and equity. In healthcare quality and safety improvement, she has led a multi-year analysis of hospitals, leveraging and deploying patient family engagement in quality and safety improvement. [00:00:36] She has worked with multiple health systems to improve patient outcomes, using quality improvement science through the lens of health, disparities, identification, and resolution. Let's not just identify it, but let's find the solution to it as well. Kelly has Cola and listened to this. Kelly has co-led national affinity groups. [00:00:53] For the topics on the topics of patient family engagement and health equity, for who, the centers for Medicare and Medicaid services. I think you've heard of them and is deployed on the Nash has served on the national quality forum committee, including the national quality partners action team to co-design patient-centered health systems. [00:01:12]Kelly, welcome to the show. I'm delighted you're here. And what are we talking about here? Folks? We're talking about patient family engagement. We're talking about health equity and you, and what that means is that this topic relates to all of us. This isn't just, um, a sub. A component with them. What we do with healthcare is all of us, whether we're in finance, whether you are in environmental services, cleaning, helping, cleaning the floor, whether you're in a physician, caring for patients, whether you're a CEO, I'm a CEO has gone undercover boss and I have, I've helped clean the floors and wiped down toilets and beds. [00:01:47] This is all of us together. And the work that we do right. So I'm in the show. Kelly, we're going to talk about a lot of incredible stuff. And I want to ask you also just the top of the show. What are you up to these days? You've done so much. [00:02:00] Kellie Goodson, MS, CPXP: [00:02:00] Yeah, thanks, Patrick. Uh, currently I'm working at Visiant, which is a, , member owned member driven healthcare performance company. We've got not-for-profit academic medical centers and community-based hospitals across the country. I've also started partnering with a new startup called diversity crew. [00:02:20], and that's a consortium of passionate people, really wanting to help improve diversity, equity and inclusion, not only in healthcare, but in, in. All industries. And I also work with a company called ATW health solutions. It's a consulting company out of Chicago. Again, working in that patient engagement and health equity space. [00:02:43] Patrick Swift PhD, MBA, FACHE: [00:02:43] excellent. Well, shout out to all those companies and, and just kudos for being part of all that. And we're, we're, we're taking a look at patient family engagement and health equity. We could talk about that for hours, right? But let's break that down for the purpose of the show and just talk about the tools and, and I know there are two tools that you're using this work. [00:03:02] Can you tell us about that? [00:03:04] Kellie Goodson, MS, CPXP: [00:03:04] Yeah. So I really focus on how to use patient and family engagement as well as health equity in your quality improvement efforts. So, you know, let's start with patient and family engagement. It's really, it's known. Throughout the industry that when an individual patient is activated and engaged and educated about their own health care, that they get better outcomes. [00:03:30] Um, this has been studied for decades and, uh, I just want to mention Dr. Judy Hibbard who created, uh, what she called the PAC patient activation measure or Pam tool that actually she created. [00:03:42] Patrick Swift PhD, MBA, FACHE: [00:03:42] healthcare without another acronym. [00:03:44] Kellie Goodson, MS, CPXP: [00:03:44] know, right. Uh, but this patient activation measure really brought to light that patients are at different levels, uh, of their own, you know, knowledge, education, confidence in how to care for themselves. [00:03:58] So, , Dr. Hebert came up with four levels of patient activation, you know, starting from sort of that traditional, , passive, , you know, Patient that really just receives healthcare. Just, you know, it's more of that one way street, they just receive the information , they do their best, but they don't really have the confidence to care for themselves. [00:04:16]And then it, you know, it goes all the way up to level four, the highest level where. They're their own advocate and they are really, um, understand their condition. They, they advocate for themselves. They're looking for the best, , you know, medications and procedures and solutions for themselves. So this, this, , patient activation concept that Dr. [00:04:38] Hibbard really brought out is one of the most researched and most studied, um, patient engagement tools. So it's, it's really brought to light how. Outcomes can be improved when we activate and engage our patients. [00:04:53] Patrick Swift PhD, MBA, FACHE: [00:04:53] And that's so critical Kelly, because it reminds me of a, a gentleman I took care of in the two thousands, diagnosed with my Justina and gravis on, on a neuro rehabilitation unit. And when I first met him black gentleman in his thirties, and when I engaged him, I asked him how he was doing. And, and w w what are we doing? [00:05:16] What are you doing here? How can we help you to get his input and his own words? And he said something that stuck with me. He said, what's the point in talking with you about this? Because no one really listens. And he had been misdiagnosed, poorly assessed and gone through a arduous, horrible journey of not. [00:05:35] Being properly assessed and then treated and had been completely disempowered and stuff. My focus when I heard that, um, was to be his best friend, to engage, to get his story, to prop him up, uh, to be engaged in empowered. And what you're describing is these four levels in which the. One person is the least engaged and there is a bias I think we have of, well, if the patient is not really engaged and they must not really care about their health, and there is so much we can do. To engage our patients and also engage our colleagues to be part of this journey. So this gets to, I just, I love it. I love that you started with that and thank you for, uh, tickling my memory from, from 20 odd years ago, uh, , of an patient I was caring for, because this is about engagement. [00:06:22] When we engage people. There are better outcomes. There's better. Self-esteem, there's better health. There's better quite frankly, joy and heart in what we do in this dyad, this collaboration with, with our patients and with each other. [00:06:34] So let's switch gears, , to health equity and, , how can it be a tool for quality improvement? [00:06:41] Kellie Goodson, MS, CPXP: [00:06:41] Well, let me, I'm going to ask you a question. I'm going to have you put your old CEO hospital's CEO hat on and [00:06:47] Patrick Swift PhD, MBA, FACHE: [00:06:47] Oh, I got a hustle here. Okay. All right. [00:06:50] Kellie Goodson, MS, CPXP: [00:06:50] So what would you say if I told you I could find, uh, the patients. In your hospital that have, that are in the highest readmitted let's use readmissions, for example, highest readmitted patients. [00:07:03]And within that group, I can tell you exactly, , the subcategories of patients that are highest. Readmits to the hospital, , and really pinpoint who those groups are for you, so that you can, you know, shift your resources and shift your focus to help those patients not be readmitted and really reduce your, your readmissions overall. [00:07:30] Would, would you be interested in that? [00:07:32] Patrick Swift PhD, MBA, FACHE: [00:07:32] absolutely. And here's why. On many levels. And I, if I'm putting on that CEO hat, I'm going to put on my CEO hat, I'm not going to give the, the, the, the, the standard answer. Um, the standard answer I think, would be about, uh, well, I'll just speak for myself. Um, this is about, it is about safety. [00:07:53] It's about quality. It's about the patient experience is about the, the, the physician and the provider experience. So from a safety and quality perspective, when you're identifying folks that that are let's call them frequent flyers, who are coming through the door constantly, we, that's not ideal. Because it may be heads in beds and maybe an old bottle in which you've just got people coming through the door and you're generating revenue as a hospital, but that's a zero sum game. [00:08:19] And everyone loses with this fee for service. Boom, boom, boom has in beds. I would be really interested in how you identify those patients and then how can we serve them and reduce the likelihood readmissions, right. Cut down on their frequent flyer status. They would get less miles. That's fine. They don't need free tickets. [00:08:36]And, um, the benefit to the, the, the providers and the organization also is that you're able to serve more people. More effectively, because then you don't have people coming through the hospital that are using up resources that we could apply elsewhere. And then we're able to think proactively about prevention, about, um, engagement for staff to be able to be part of these bigger solutions. [00:08:58] So, and I could go on, I'll shut up, but, but really we're touching on safety, quality of the experience, the economics, um, and quite frankly, doing the right thing for the right reasons at the right time. And what you're touching on is the timeliness, because right now, as we speak, there's someone sitting in an emergency room who's suffering, who's constantly going through this revolving door and, um, it may be benefiting the, the, the, the system. [00:09:19]Uh, that they're going through that door and there's, there can be an organization where they're not interested in, in helping stop that, but those organizations that are interested in stopping it, um, and cutting down on their frequent flyer status, uh, I can do better and save lives, save money, um, use better resources and, and do better. [00:09:37] Good. I had my arm day glory to the greater glory. Yeah, [00:09:39] Kellie Goodson, MS, CPXP: [00:09:39] Yeah. Yeah. And, and the way we do [00:09:42] Patrick Swift PhD, MBA, FACHE: [00:09:42] this is probably more than you. That's [00:09:43] Kellie Goodson, MS, CPXP: [00:09:43] No, no, that's [00:09:44] Patrick Swift PhD, MBA, FACHE: [00:09:44] more than you plan on biting off, but you asked my opinion. So. [00:09:47] Kellie Goodson, MS, CPXP: [00:09:47] Well, we do, you know, what we do is we, we can, uh, you know, find those patients by really dis-aggregating our data. So we look at data in the aggregate all the time and I'll stick with readmissions. So we know that heart failure, AMI pneumonia, CLPD readmissions, those are high rates. Of readmissions patients with those conditions, you know, automatically have these sort of higher rates of readmission than your average patient. [00:10:13]So when we dis-aggregate that data, for example, we can find out, you know, these people from this certain zip code have higher rates of heart failure, readmissions, or, you know, we, when we desegregate the data, we actually can see what's happening. [00:10:30]And I've got a really great example of a hospital [00:10:33] Patrick Swift PhD, MBA, FACHE: [00:10:33] and then you identify a solution. [00:10:34] Kellie Goodson, MS, CPXP: [00:10:34] Then you, then you identify Switzerland. So the, the hospital system Novant health they're based out of North Carolina, they, , dis-aggregated their pneumonia readmissions and found out that African-Americans in their hospital, had the highest rates. [00:10:49] Of pneumonia readmissions. So they got a group together and went to work, use the traditional PI qui tools of improvement. And they did chart reviews. They did observations, they interviewed patients, they interviewed staff and they discovered some very specific things that they could do. That would help the African-American patients reduce those readmission rates. [00:11:12]So, um, not only did they get rid of that disparity in the readmission rate between their African-American and all other patients, they re they dropped their pneumonia readmission for all of their patients. I [00:11:26] Patrick Swift PhD, MBA, FACHE: [00:11:26] Yes. So I love that you said that because that's a win-win win. [00:11:30] Kellie Goodson, MS, CPXP: [00:11:30] When, when, when am. And, um, I was really honored, uh, to nominate [00:11:34] Patrick Swift PhD, MBA, FACHE: [00:11:34] Everyone benefits [00:11:36] Kellie Goodson, MS, CPXP: [00:11:36] yes, and they, they won an award for it. I nominated them for the inaugural CMS office of minority health, health equity award back in 2018. And they were, uh, awarded that, that, you know, um, that distinctive award from CMS. So, not only is it a win for patients, it's a win for the organization. [00:11:56] It's a win for everybody. Like you [00:11:58] Patrick Swift PhD, MBA, FACHE: [00:11:58] I love it. I love it. So you're desegregating the data. You're plying that information. You're identifying solutions. And when you identify a solution, you're saying, and I, I want listeners to be aware that Kelly, what you're talking about is when you identify the problems and the solutions to it, then processes can be put in place that are helping everyone, not just a particular slice of the pie. [00:12:20] That everyone benefits from this. So I want to challenge folks to be interested in what's going on in your organization. How is your organization looking at health equity? Because there are people, I mean, let's take the black lives matter conversation. I I've got friends . I love dearly and they get defensive saying, what do you mean black lives matter all lives matter. [00:12:40] Well, of course they all matter. But when there are disparities related to black lives, well, injustice anywhere is injustice everywhere. Number one, but number two, there are people suffering as a result of systemic ways. We built health care. And so when we solve a piece of the pie, um, in one slice, the truth is that everyone wins. [00:13:05] So when we're recognizing that black lives matter, um, everyone is winning. Um, if you want to drive a campaign for white lives matter, like what, what good is that doing? Uh, there's plenty of folks, white folks being a white, Hispanic myself, but being a white person, uh, the system is I'm certainly benefiting from being white. [00:13:25]Um, but when it comes to addressing health equity, health disparities, um, black lives matter when we address the inequities inequities in healthcare, um, everyone's winning. So I'll get off that soap box, um, and go back to [00:13:38] Kellie Goodson, MS, CPXP: [00:13:38] Well, the rising tide rises all boats. Right. And that, um, you know, and Patrick's [00:13:44] Patrick Swift PhD, MBA, FACHE: [00:13:44] not voodoo economics. [00:13:45] Kellie Goodson, MS, CPXP: [00:13:45] no, not [00:13:46] Patrick Swift PhD, MBA, FACHE: [00:13:46] is, this is not a George Bush and we're not talking about voodoo economics here, but we are talking about, uh, all boats rising. [00:13:53] Kellie Goodson, MS, CPXP: [00:13:53] Yeah. And you know, this is really what federal state, um, and even the CDC, um, has done with the COVID-19 data, right? So they dis-aggregated the data they've showed us the rates for the different populations that we have in our country. And we have Visiant did this as well. Um, and. You know, our, we have just wonderful, smart data scientists at Visiant, and they took all of our data. [00:14:20] It's over 500 hospitals worth of data and they stratified our COVID-19 data by race. And ethnicity and it, you know, we found what you're hearing in the news, you know, that, uh, black and Brown Americans have higher rates of not only getting COVID, but being hospitalized for COVID and, and having COVID, you know, dying from COVID. [00:14:45]So, you know, one thing that we did, so talk about, you know, sort of desegregation and investigation are really smart data scientists also added in age. So we have race, ethnicity, and age. And when you, you know, you hear about COVID-19 and you think, you know, those over 65 years old are most effected by it. [00:15:04]Well, that's true if you're white, but if you're black or Brown, you are more effected by it. Between the years of 20 years old and 65 years old. [00:15:14] Patrick Swift PhD, MBA, FACHE: [00:15:14] Mm. [00:15:15]Kellie Goodson, MS, CPXP: [00:15:15] So when you really use the power of data to look and investigate and find you find things that you can actually do something about. [00:15:25]Patrick Swift PhD, MBA, FACHE: [00:15:25] So what I feel you touching on under all this under these, you know, still waters run deep is we're talking about high quality care because when you're providing a high quality care, leveraging the data. To find evidence-based medicine. Well then when you're practicing evidence-based medicine, um, you're leveraging that data to address what the data's telling you, which happens to tell you this demographic, these, this attention, this demographic needs more of this attention to be mindful of that. [00:15:58]Uh, and following what the evidence tells you, how to best, best provide care, [00:16:02] Kellie Goodson, MS, CPXP: [00:16:02] Yeah, and I have another great example for you. Um, just along those lines, um, another, uh, visit member that I've worked with, um, Harbor view medical center out in Seattle, Washington. They've been working on this for decades and they are really sophisticated at this, but when they first started, you know, there, they went to stratify their data in. [00:16:24]They didn't really have great patient demographic data. So that happens to a lot of organizations. They want to do this and they go try to do it. And it's, it's actually not as easy as it sounds. And then the data doesn't look right. And there has to be investigations around data collection and, and completeness and all that. [00:16:41]But I tell them, don't let that stop. You. You can still do, you know, work in this area. And that's exactly what Harbor view did, you know, 10 years ago. And they were able to find out that, um, you know, for example, their colonoscopy screening rates for Vietnamese and Spanish speaking patients were way below. [00:17:01]Those of English speaking patients. So what they were able to do by using the data and finding that out, they were able to provide prep clinics in Vietnamese. You know, they would conduct them in Vietnamese and in Spanish and their, , screening rates went way up and close that gap. So that's another example and that is in a hundred percent in control of a health system. [00:17:25] You know, a lot of times health systems are asked to do like big things, like build a farmer's market or subsidize housing for patients. And it's so intimidating and they, they. They think about it. They get in that plan phase and they just kind of spin their wheels and they think, how are we going to do this? [00:17:44] It seems so huge. And I always try and really just bring them back down into what they can control, which is the data that they already have. The patients they're already serving and the processes that they're using to take care of those patients. [00:18:00] Patrick Swift PhD, MBA, FACHE: [00:18:00] Kelly. I love it. And I have to check. For those watching, um, I've laughed when you touched on the farmer's market. And the reason is that, um, there are organizations that will build the farmer's market just so they can look like they're trying to address community concerns and that's wrong. Uh, you know, th the notion here is that if you're going to build the farmer's market by God, you've got to be taking a look at what Kelly just spoke about, about the data, about how. [00:18:23] Services are being provided and then being smart about how there is a strategy and plan in place to identify the problems and then identify the solutions, including making a farmer's market aisle. I want to shout out to Newark Beth Israel medical center in Newark, New Jersey, uh, near and dear to my heart. [00:18:37]And they've done it, right? Yes. There is an amazing farmer's market, but it's more than just the farmer's market. It's about doing the right thing at the right time or the right reason and collectively having a good strategy in place, right? [00:18:47] Kellie Goodson, MS, CPXP: [00:18:47] Right. Exactly. [00:18:49] Patrick Swift PhD, MBA, FACHE: [00:18:49] Yeah. Yeah. [00:18:50]Kellie Goodson, MS, CPXP: [00:18:50] You know, what I, what I want to say to Patrick is, um, you know, a lot of people think this is new. This is new information. Wow. These, you know, these patients are minority. Patients are not, uh, you know, having good outcomes here. This is not new. This is very, uh, long time coming for this to be put in such a spotlight now. [00:19:09] And I, and I'm glad it is. Um, but back in the eighties and nineties, Even our own health and human services, , commissioned reports around looking at health disparities. And, , everybody knows about the IOM reports, uh, to err is human and crossing the quality chasm, and just shined a light on, um, how our quality in the United States is not up to par with other. [00:19:35] Other countries. And so that was really the first time it was brought into the public that, Hey, maybe our us healthcare system isn't as good as we thought it was. and equity was brought up in those reports early on, and we've worked really hard as a healthcare system on the six aims that they set forth for us. [00:19:53]and equity was one of those aims, but really, um, those of us had been working on this for a while. Call it the forgotten aim. So until COVID came around and we really started seeing these disparities in an active situation, you know, people didn't understand that these disparities exist. [00:20:13]Patrick Swift PhD, MBA, FACHE: [00:20:13] and this applies not just to the us, but around the globe. Right? [00:20:17]Kellie Goodson, MS, CPXP: [00:20:17] Yes. I mean, it, it, you know, it's, it's everywhere, unfortunately. in it's some of the systems that we have in place, you know, some of the, um, traditional, especially in America, Some of the things that the policies and even, you know, just access to good housing and education really affects, , our minority patients and, and it's it. [00:20:39] And it manifests itself in these clinical outcomes. [00:20:43]Patrick Swift PhD, MBA, FACHE: [00:20:43] you know, Kelly applying this on a global scale. , I'm curious about what's the most recent research on disparities that may be specific that your data may be, um, US-centric um, but it also parallels what we in your heart we know is happening on a larger scale. Right. , but can you touch on the more recent, uh, research. [00:21:03] Kellie Goodson, MS, CPXP: [00:21:03] Yeah. Um, so the agency for healthcare research and quality puts out annual report, right? It's a, report. And I think that's been done for the last 15, 16 years. So if you look at that report, you will see that they, they studied 250 quality measures in that report. And fully 40% of those quality measures, which equals about a hundred quality measures that, , , black and indigenous people of color receive worse care than white people in that many measures. [00:21:35] So 40%, which is a hundred measures. I mean, this, this is not, this is, you know, this has been going on for a long time and it's even things like the timely administration of medication for a heart attack. So black patients don't receive the right medicine in a timely manner when compared to white patients. [00:21:54]We can all do something about this, right? We that's where, um, when you talked about that, this is about all of us. It really is. [00:22:01] Patrick Swift PhD, MBA, FACHE: [00:22:01] And Kelly, I want to add, I'm familiar. I'm familiar with some of that research and that the research I've seen in the studies they've controlled for. Level of education, socioeconomic status, employment status. So even for example, addressing pain management for broken bones or pain management during labor and delivery, when you statistically control for a level of education, um, socioeconomic status, um, uh, employment status, when you pull all that out and just compare apples to apples. [00:22:30], you're identifying, we're seeing in the data that there is a difference in care, and that's at the core of what we're talking about here. If we're not practicing evidence-based medicine, these kinds of disparities can exist. [00:22:40] Kellie Goodson, MS, CPXP: [00:22:40] Exactly. And when up. [00:22:42] Patrick Swift PhD, MBA, FACHE: [00:22:42] do the right thing happens. [00:22:43] Kellie Goodson, MS, CPXP:: [00:22:43] And when we do the right thing happens, you know, when a patient is lying in a bed, you don't know if they're a CEO of a company, or if they're part of the janitorial staff, like you don't know who these people are in your bed, unless you take the time to get to know them. Um, [00:22:57] Patrick Swift PhD, MBA, FACHE: [00:22:57] out to EVs. Shout [00:22:58] Kellie Goodson, MS, CPXP: [00:22:58] yeah, [00:22:58] Patrick Swift PhD, MBA, FACHE: [00:22:58] the janitorial staff narrative. They are the tip of the spear when it comes to infection control and addressing COVID. So a shout out to EVs. Go on, please. [00:23:06]Kellie Goodson, MS, CPXP: [00:23:06] Um, so, you know, it's, it's just, this is, you know, of course, near, near and dear to my heart, my husband's an African-American man, and I want him to get the best health care that he can get. Um, my children are biracial. So, you know, this is really, um, you know, at the heart of what we're doing is treating humans as humans and giving everyone the best care possible, [00:23:27] Patrick Swift PhD, MBA, FACHE: [00:23:27] absolutely. And the data we just touched on, you touched on, um, is government looking at disparities. So what about in the healthcare system perspective? What are they doing? What's the latest. [00:23:39] Kellie Goodson, MS, CPXP: [00:23:39] You know, it's interesting because healthcare systems do have what they need to do, do this. Um, I gave you examples of Novant health and, uh, Harbor view medical center. Uh, and actually in, you mentioned at the top, I led a affinity group for CMS around health equity. Uh co-lead that with the New York state, um, health foundation and we, uh, got a big group of people together and we. [00:24:04] Created what we call the health equity organizational assessment. So it looked at seven categories of data collection, data collection, training validation, data stratification. Uh, we looked at the cultural, uh, and organizational structures in place at hospitals to see how prepared they were to identify and address disparities. [00:24:25]So, , we had over 2300 hospitals, , participate in this HEOA. Health equity, organizational assessment. And we found that, although they collect the data, they really don't validate it. Um, when they do stratify it, , they really don't know what to do with it and they don't really communicate about it. So it's, it's, there's, there's a real need here for hospitals to just start digging in and doing this. [00:24:54] It, it, you know, it's something they're [00:24:56] Patrick Swift PhD, MBA, FACHE: [00:24:56] Kelly, they're afraid. I've sat in the boardroom. I've sat in these conversations and it's a political conversation. It's a challenging conversation to collect the data. And then the fear that people have over recognizing, well, what if the data shows that we're not doing a good job and then how do we manage that? [00:25:12] Number one, the feeling of powerlessness, what we, what to do. And, um, there are things that can be done right now and perhaps it may not be in-house and that's part of it is organizations. Considering getting help from outside counsel outside support to get some input on what to do with the data they've collected, the information they have. [00:25:32] And I know for example, the kind of work that you do, Kelly, but, um, so how do I, how can they address in addition to the excellent kind of work you do? What are the barriers they can tackle to address these problems? [00:25:43] Kellie Goodson, MS, CPXP: [00:25:43] Yeah. So, you know, what they need to do is they just need to get started. Stop spinning your wheels in that plan phase, take your data, do the analysis, and don't be afraid of it. I mean, if anything now is the time to do this. Right. It's [00:25:56] Patrick Swift PhD, MBA, FACHE: [00:25:56] know I say that word a lot, but I'm needed. This is the time to do it. [00:26:01] Kellie Goodson, MS, CPXP: [00:26:01] time to do it. Um, and look to others like, uh, um, I'm going to give another example. rush university in Chicago, um, they posted, um, their equity report. They called it a health equity report and they have this beautiful report that lays out all the disparities that they found. So just do an online [00:26:21] Patrick Swift PhD, MBA, FACHE: [00:26:21] bold and brave. [00:26:22] Kellie Goodson, MS, CPXP: [00:26:22] Very bold, very brave. It to me is the gold standard of what all hospitals and health systems should be looking at. It's it's amazing. I cannot say it enough. I would, if I had a magic wand, I would wave that around and have that be a requirement, just like a cha or maybe it's a, becomes a part of the, and a, the community health needs assessment that, uh, hospitals have to do every three years. [00:26:47]It's it's amazing. [00:26:49] Patrick Swift PhD, MBA, FACHE: [00:26:49] so you work at rush. Uh, you can be proud and celebrate that and hashtag it, celebrate it. Kudos. Great job. And if you don't take a look at your organization, And I don't care if you're in the C-suite your at the VP or director or a physician or working in finance or working in environmental services or working in nursing or working in physical therapy, it goes on and on and on. [00:27:12]It doesn't matter where you are in the organization. Take a look at your organization. Is it doing something like that? And if they are please for God's sakes, say thank you to the leadership. And if they're not pay attention, And is there another organization and your town, that's doing the right thing that aligns more with these kinds of values that is doing the right thing for the right reason, the right time. [00:27:37] Then maybe that's somewhere you want to be working because they really valuing not just the dollar, not just the, the, the, the business of healthcare, but they're honoring the, the practice of. Chair carry toss. Your they're honoring the practice of caring for human beings, caring for other human beings. [00:27:56] And I know you would resonate with that kind of language. Right? Right. Kelly. [00:27:59] Kellie Goodson, MS, CPXP: [00:27:59] Yeah, very much. So. I mean, this is just a, you know, uh, humans taking care of humans and, and, you know, it's, it's as much of an art. It is a science. And I just, you know, I just think now is the time, um, if you've been afraid to do this in the past, do it now engage patients and families invite them into your organization through P facts, and then, you know, take a look at your outcomes data, just pick one pick readmissions. [00:28:27] I promise you, you will find something in readmissions, but you could look at, um, your, you know, Your care for diabetic patients, your care for our hypertensive patients, you will find some things that very specific things that you can fix. I promise you. [00:28:41]Patrick Swift PhD, MBA, FACHE: [00:28:41] Love it love it. Kelly. My favorite question to ask my guests is if you were standing at the top of the world and you had the attention of all the healthcare folks, the docs and nurses and finance folks, and everyone who works in healthcare, and they looked up and you had their attention and you could say something, what would you say to them? [00:29:00] Kellie Goodson, MS, CPXP: [00:29:00] No, I think first, I would say thank you, actually. Um, this has been such a trying time for everyone and, you know, healthcare. Professionals truly are our heroes. Um, it's so hard in, in when we say these things and we talk, we know this is not easy. Uh, we know this is difficult. So as Patrick said, you know, reach out, reach out for help. Um, you know, we're all gonna try to make this better for everyone, not only patients. And we want to reduce, uh, disparities, but we want our. Staff to find joy in their work and meaning and, and be happy. So, um, I think I would say thank you. And that we know this is not easy and, and we are. [00:29:40]Patrick Swift PhD, MBA, FACHE: [00:29:40] Amen to that you are here to help and I'm grateful for all the work you've done with, with the work you've done with CMS and the P facts and the. Then on the national level and you've been inspiration at, uh, uh, international conferences. So what you shared here, , you've been sharing in conferences, uh, I've been touched by your leadership and, and really appreciate your thought leadership on a, on a global scale because you, you, uh, your principles and practices are, um, models for how to think about what we do. [00:30:08]Um, but also how to feel, uh, connect to why we're doing what we do, and then be empowered to make that difference. Kelly. So thank you. If folks were interested in following up with you, um, how could they go about doing that? [00:30:18]Kellie Goodson, MS, CPXP: [00:30:18] I think the best way probably is through LinkedIn. Um, I do have a page on LinkedIn and that's probably the best way to get in touch with me. [00:30:26] Patrick Swift PhD, MBA, FACHE: [00:30:26] okay. Well, I will include that in the show notes and, um, gosh, Kelly, we've covered a lot of topics here, a lot of ground and learn so much. So I just want to say thank you for, for being a guest on the show. All you share the, the heart and passion for what you do and, and, uh, I'm grateful for your being a guest here. [00:30:44]Kellie Goodson, MS, CPXP: [00:30:44] Thank you for having me, Patrick, it's been real fun.  

Grace Marin RN, MSN, MBA, CPXP is a NICU nurse who has held progressive leadership roles and believes that the Patient Experience cannot improve unless those closest to the bedside feel valued, acknowledged, and appreciated for the work they do every day. Grace is a nurse and coach who cares deeply about the humans who care for other humans. In this episode, we discuss some of the key elements in crucial conversations and what it takes to be an effective healthcare provider, leader, and communicator.   Links for Grace Marin RN, MSN, MBA, CPXP: https://gracemarin.podia.com/free-5-day-e-mail-course  https://www.linkedin.com/in/grace-marin-msn-mba-rn-cpxp-6698962b/   Music Credit: Jason Shaw from Audionautix.com   Transcript: A transcript for the show can be found via the closed captions for each episode on our YouTube channel at https://www.youtube.com/channel/UCZ6_S4bBlaMyyC00kKGAsFg.

How can physician leaders be more inclusive? How can they make sure all voices are heard? We talk with Teresa Malcolm, MD, FACOG, MBA, CPE, CPXP, physician development coach and American Association for Physician Leadership (AAPL) board member, about what inclusive leadership means, how it relates to diversity and equity, and how physicians can integrate inclusivity into their teams and organizations. Dr. Malcolm shares her insights for developing self-awareness about individual beliefs and strengths and having effective conversations with coworkers. Tune in to hear Dr. Malcolm's formula for sharing feedback, while ensuring respect and trust. The Physician Leadership Journal (PLJ) cover story, “Enrich Your Team, Create the Future:  Incorporating Diversity and Inclusion Into Your Hiring Practices” HERE Dr. Malcolm references this book in the podcast episode:  What If I Say the Wrong Thing? (25 Habits for Culturally Effective People) by Verna MyersTeresa Malcolm, MD, FACOG, MBA, CPE, CPXP Founder & CEO of Master Physician Leaders www.mastermdleaders.com  

Here in episode #82, Nicole walks us through her impressive career path going from call centers and hospitality, and into healthcare where an unfortunate care experience set the tone for her high-quality leadership focus; Nicole teaches us a great point about meeting both the expressed and unexpressed needs of our patients; She shares a dark moment story teaching us that we must fully understand our environment before we're able to make changes; Nicole teaches us a service principle-centered around putting the employee first; She shares one her best strategies for empowering and engaging her team; Nicole gives us an aha moment that you all will absolutely want to consider using within your own organization; She spotlights on how COVID-19 has helped to dissolve many of our healthcare silos, And why quality and service is a marriage of necessity; Connect with Nicole on LinkedIn https://www.linkedin.com/in/nicolelcable/ InnovaCare: https://innovacarehealth.com/ Access The Healthcare QualityCast LinkedIn Group: https://www.linkedin.com/groups/12203005/ Join The Quality Impact Academy: https://theqiacademy.mykajabi.com/

Here in episode #74, Audrey starts our show with the perfect quote centering us around doing purposeful work; Audrey walks us through her career path that's anchored heavily in the areas of leadership, patient experience, and staff resiliency; Audrey exhibits ultimate vulnerability and shares an incredibly personal moment of failure that launched her work in resiliency; She formally introduces our QualityCast community to her Steady and Raise Resiliency Model; Audrey shares why she is excited about change management in the face of our current pandemic; She teaches us that we have to stay connected with our purpose as healthcare leaders in order to grow and move forward; And also how she uses QTIPs on a regular basis. Connect with Audrey on LinkedIn: https://www.linkedin.com/in/audrey-cortez-rn-msn-cpxp-4898b843/ Access Our Podcast LinkedIn Group: https://www.linkedin.com/groups/12203005/ Visit Us Online: https://the-qcc.com/

Here in episode #51, Toni opens our show with a great leadership mindset to respect the old, while you explore the new; Toni walks us through her career path going from bus driver to nursing, and into the world of patient experience; She shares with us a career dark moment connected with moving too fast on a project and committing a major project oversight; Toni highlights how she uses round table discussions to build stronger connections across the teams that she leads; She shares with us her professional aha moment to better discern what a situation looks like, sounds like and feels like; And Toni reveals her best career advice to get out of the boat, and you'll see how she continues to apply that advice to challenge herself;…and this is exemplified perfectly because, since the time of our recording, Toni has moved forward in her career now serving in the position of Chief Experience Officer with Medical Center Health System.

Here in Episode 43, Elle opens our show with a quote from the great Warren Buffet that leads directly in with our theme for the day; Elle takes us on a great career journey going from frontline clinical work and transitioning into the world of independent healthcare consulting; Grab your pen and paper because throughout the entire show Elle show drops value on top of value with several strategies for us to be aware of in relation to both personal and organizational brand management; You're going to enjoy learning from Elle given the unique talent and perspective that she brings to our show… so, also be prepared because our normal show script will be taking a back seat to this great discussion; A key takeaway from this episode is that healthcare leader, as well as quality people, should all be keenly aware of the highly influential impact that the digital experience can have for our patients and the immediate communities that our healthcare organizations serve.