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Dr. Marissa Russo trained to become a cancer biologist. She spent four years studying one of the deadliest brain tumors in adults and built her entire research career around a simple, urgent goal: open her own lab and improve the odds for patients with almost no shot at survival. In 2024 she applied for an F31 diversity grant through the NIH. The reviewers liked her work. Her resubmission was strong. Then the grant system started glitching. Dates vanished. Study sections disappeared. Emails went silent. When she finally reached a program officer, the message was clear: scrub the DEI language, withdraw, and resubmit. She rewrote the application in ten days. It failed. She had to start over. Again. This time with her identity erased.Marissa left the lab. She found new purpose as a science communicator, working at STAT News through the AAAS Mass Media Fellowship. Her story captures what happens when talent collides with institutional sabotage. Not every scientist gets to choose a Plan B. She made hers count.RELATED LINKSMarissa Russo at STAT NewsNIH F31 grant story in STATAAAS Mass Media FellowshipContact Marissa RussoFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship email podcasts@matthewzachary.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Scott Capozza and I could have been cloned in a bad lab experiment. Both diagnosed with cancer in our early twenties. Both raised on dial-up and mixtapes. Both now boy-girl twin dads with speech-therapist wives and a lifelong grudge against insurance companies. Scott is the first and only full-time oncology physical therapist at Yale New Haven Health, which means if he catches a cold, cancer rehab in Connecticut flatlines. He's part of a small, stubborn tribe of providers who believe movement belongs in cancer care, not just after it. We talked about sperm banking in the nineties, marathon training during chemo, and what it means to be told you're “otherwise healthy” when your lungs, ears, and fertility disagree. Scott's proof that survivorship is not a finish line. It's an endurance event with no medals, just perspective.RELATED LINKSScott Capozza on LinkedIn: https://www.linkedin.com/in/scott-capozza-a68873257Yale New Haven Health: https://www.ynhh.orgExercising Through Cancer: https://www.exercisingthroughcancer.com/team/scott-capozza-pt-msptProfiles in Survivorship – Yale Medicine: https://medicine.yale.edu/news-article/profiles-in-survivorship-scott-capozzaFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship email podcasts@matthewzachary.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
This podcast is brought to you by Outcomes Rocket, your exclusive healthcare marketing agency. Learn how to accelerate your growth by going to outcomesrocket.com Patients are now bearing an unsustainable share of healthcare costs, and providers who ignore the financial side of care are putting both outcomes and revenue at risk. In this episode, Seth Cohen, President at Cedar, discusses how the affordability crisis is being felt at the front lines, with patient out-of-pocket costs rising faster than overall medical spending, and the majority of Americans now in high-deductible plans that they often cannot afford. He explains why a small share of uninsured patients generates 35% of the dollars owed and how that financial stress undermines any claim of “healing” if it ends in ruined credit and anxiety. Seth introduces Cedar Cover as a proactive digital coverage safety net that goes beyond billing to connect patients to Medicaid, ACA plans, financial assistance, copay programs, and other benefits, already delivering a 97% success rate in Medicaid applications, pharmacy subsidies, and higher reimbursement on denied claims. Looking ahead, he predicts the crisis will worsen and argues that caring for patients means helping them access every resource. Tune in and discover how reframing billing as part of care can create mutually beneficial situations for patients and providers. Resources: Connect with and follow Seth Cohen on LinkedIn. Follow Cedar on LinkedIn and discover their website! Learn more about Cedar Cover here.Email Seth directly here.
EPISODE NOTESJamie and Matt open the episode with lighthearted holiday banter and personal Christmas traditions.This 99th episode marks a milestone far beyond the average podcast lifespan of seven episodes.Jamie introduces the shift from typical healthcare culture/policy topics to a deeply personal conversation about patient experience from Matt's perspective.Matt admits he's more nervous for this episode than almost any other—because it's personal.The conversation acknowledges the hardship of 2024–2025 for both hosts' families.Matt walks through how a wellness check and PSA screening unexpectedly detected something abnormal.An MRI experience becomes meaningful thanks to a tech who sensed his anxiety and used music to calm him—highlighting how small patient-experience moments matter.The MRI revealed something suspicious, leading to a biopsy.Matt received his cancer diagnosis alone in a conference center during a professional event—an emotionally jarring moment.He immediately sought clarity and support from a physician colleague, who helped him interpret the results.Matt reflects on the shock of seeing “prostate cancer” in writing and how it triggered grief-like emotions.He emphasizes the importance of asking for results early so patients can process before appointments.His urologist spent over an hour walking through options—an impactful example of patient-centered communication.
Guest: Derek Baird, CEO & Co-founder, Switchboard HealthResources:Switchboard Health: https://switchboardhealth.com/Conduce Health: https://www.conducehealth.com/Connect with Derek: https://www.linkedin.com/in/debaird/Connect with Nick: https://www.linkedin.com/in/nick-crabbs-5674a233/ Product in Healthtech is community for healthtech product leaders, by product leaders. For more information, and to sign up for our free webinars, visit www.productinhealthtech.com.
Dr. MaryAnn Wilbur trained her whole life to care for patients, then left medicine behind when it became a machine that punished empathy and rewarded throughput. She didn't burn out. She got out. A gynecologic oncologist, public health researcher, and no-bullshit single mom, MaryAnn walked straight off the cliff her career breadcrumbed her to—and lived to write the book.In this episode, we talk about what happens when doctors are forced to choose between their ethics and their employment, why medicine now operates like a low-resource war zone, and how the system breaks the very people it claims to elevate. We cover moral injury, medical gaslighting, and why she refused to lie on surgical charts just to boost hospital revenue.Her escape plan? Tell the truth, organize the exodus, and build something that actually works. If you've ever wondered why your doctor disappeared, this is your answer. If you're a clinician hiding your own suffering, this is your permission slip.RELATED LINKSMaryAnn Wilbur on LinkedInMedicine ForwardClinician Burnout FoundationThe Doctor Is No Longer In (Book)Suck It Up, Buttercup (Documentary)FEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship email podcasts@matthewzachary.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Kidney care is one of the most complex—and overlooked—patient experiences in healthcare. In this episode of The Modern Customer Podcast, we explore how CX-aligned leadership can reduce friction and improve outcomes for people facing advanced kidney disease. Strive Health's Chief Customer Officer, Evelyn Goodfriend, shares what patient experience looks like up close, why traditional care models fall short, and how listening, alignment, and better workflow design support both patients and caregivers. We also discuss where AI meaningfully helps and where human support remains essential. A practical conversation for CX leaders and operators navigating high-stakes, high-complexity customer journeys. Don't miss this episode! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.
Episode Summary In this episode of Elevate Care, hosts Kerry Perez and Liz Cunningham dive deep into the evolving landscape of healthcare candidate acquisition and retention. Leveraging their extensive backgrounds in strategy, marketing, and technology, they explore how regulatory changes and the rise of Generative AI are reshaping how clinicians search for jobs and how organizations must adapt their digital marketing strategies. The conversation uncovers critical insights into the shifting balance between high-tech self-service adoption and the enduring value of high-touch human connection in the hiring process. They also challenge traditional notions of loyalty programs, proposing a "long tail" approach to clinician engagement that prioritizes consistent service and access over points-based rewards. Tune in to discover actionable strategies for optimizing workforce solutions and building lasting relationships with talent in a rapidly changing market.Episode Chapters00:00 — Introduction: Candidate Acquisition Trends01:31 — Regulatory Changes and Gen AI in Job Search04:13 — The Future of Job Boards05:46 — Balancing Authenticity with AI Automation08:09 — Adoption of Self-Service Technology10:12 — Lessons from Locum Tenens Tech12:26 — Hyper-Personalization via AI15:03 — Human vs. Digital Brand Loyalty16:54 — Redefining Loyalty in Healthcare Staffing21:58 — Digital Transformation in Credentialing and Onboarding24:12 — Conclusion and Key Takeaways Sponsors: We're proudly sponsored by AMN Healthcare, the leader in healthcare staffing and workforce solutions. Explore their services at AMN Healthcare. Learn how AMN Healthcare's workforce flexibility technology helps health systems cut costs and improve efficiency. Click here to explore the case study and discover smarter ways to manage your resources!Discover how WorkWise is redefining workforce management for healthcare. Visit workwise.amnhealthcare.com to learn more.About The Show: Elevate Care delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show here. Connect with Our Hosts:Kerry on LinkedInNishan on LinkedInLiz on LinkedIn Find Us On:WebsiteYouTubeSpotifyAppleInstagramLinkedInXFacebook Powered by AMN Healthcare Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.
Are you losing patients despite providing excellent medical care? The problem might not be your treatment — it's your patient experience.Most physicians aren't taught how to build a customer-centric practice, yet patient expectations are rising in today's consumer-driven healthcare landscape. What if you could borrow proven tactics from Fortune 500 companies to improve retention, build loyalty, and boost practice profitability — without sacrificing clinical time?Discover the power of empathy and relationship-building from my brother (a former Microsoft exec) who lead U.S. government support.Learn how to measure and improve your patient experience using real-world business metrics like NPS.Hear specific examples of good vs. bad healthcare encounters and how to ensure yours is always memorable — for the right reasons.Press play to learn how Fortune 500-level customer experience strategies can help you create lifelong patient relationships and elevate your medical practice.TEXT HERE on your Phone's Podcast App Discover how medical graduates, junior doctors, and young physicians can navigate residency training programs, surgical residency, and locum tenens to increase income, enjoy independent practice, decrease stress, achieve financial freedom, and retire early, while maintaining patient satisfaction and exploring physician side gigs to tackle medical school loans.
Orthodontists pour millions into technology, systems, and clinical training. Those investments matter. But zoom out and look at which practices actually grow year over year. The differentiator is not the scanner, the wire sequence, or the aligner system. The practices that grow treat patients like people, not procedures. In a world full of convenience, automation, and self-checkout everything, genuine human experience has become the rarest competitive advantage in orthodontics. At HIP, we have seen it across hundreds of practices: when your team becomes truly patient centric, your results follow. This is not a nice-to-have. It is the engine behind case acceptance, referrals, and retention. Here is what that actually means and how you build it. The Emotional Side of Orthodontics Orthodontic treatment is not just a mechanical process. Patients carry their smile into every room they walk into for the rest of their lives. Confidence. Insecurity. Pride. Avoidance. Whether someone feels free or guarded, their orthodontic journey shapes all of that. Forget the emotional stakes and you lose the patient. Every interaction with your practice either reinforces their confidence or feeds their fear. In today’s world, where everything is automated and transactional, that emotional experience matters more than ever. Patients expect clinical excellence. They remember how your team made them feel. That feeling brings them back and keeps them talking about you. Technology Does Not Differentiate You. Experience Does. A lot of practices believe their growth will come from their scanner, their bracket system, their aligner protocols, their dashboard, their workflow. Technology matters. It supports efficiency. It shortens treatment times. It allows for predictable outcomes. But patients cannot tell you the difference between wire systems. They have no idea what your software does. They can tell you if your front desk greeted them warmly. They can tell you if your space felt clean and inviting. They can tell you if they felt remembered or forgotten. The truth is simple: technology creates capability, patient experience creates loyalty. Free Growth Session First Impressions — The Moment That Sets the Tone For Everything Before a patient ever sees a TC, an assistant, or the doctor, they are already forming their opinion. They are evaluating whether they feel safe. They are reading whether your team is present or overwhelmed. They are noticing whether they are interrupting you or welcomed. A great first impression includes clear signage and easy navigation so patients know where to go, a clean and bright environment that signals professionalism without feeling sterile, a genuine greeting that acknowledges them immediately, and eye contact plus warmth so they feel seen instead of processed. If this first moment goes sideways, you have already lost ground. If it goes well, everything else becomes easier. The TC Room — Where Trust Is Formed Or Lost The treatment coordinator room is the most pivotal space in the practice. It is where excitement becomes commitment or where uncertainty grows into hesitation. Practices that win in this room keep the handoff tight, smooth, and confident. They remove the left-alone-in-silence moments that create anxiety. They treat the patient as the hero of the story, not the object of a procedure. They engage on a human level before diving into clinical detail. When patients feel known instead of managed, they say yes more often and they stay excited throughout treatment. Free Growth Session Mid-Treatment Visits — The Overlooked Opportunity This is where many practices unintentionally lose the patient experience altogether. Routine appointments easily slide into autopilot. The assistant has done this exact wire change ten times today. The patient knows the drill. Everyone falls into the rhythm. That is the danger. A patient who feels invisible mid-treatment becomes disengaged. They stop wearing rubber bands. They lose excitement. They feel like a number. The practices that maintain loyalty during routine visits do one thing consistently: they never stop seeing the patient. That means personalized notes that allow any assistant to pick up the conversation, asking about the football game or the prom or the test or the birthday or the struggle, staying energetic even in routine appointments, and celebrating small steps toward the end result. Efficiency does not cost empathy. Efficiency creates space for empathy. Retention — The Most Undervalued Stage Of The Entire Journey Many offices treat retention like the checkout lane. Here are your retainers, congrats, call us if something breaks. Retention is where practices lose referrals and where they could be gaining them. Retention works best when the team celebrates the finish line with real enthusiasm, when debond day is treated like a milestone worth cheering for, when the patient leaves feeling proud of what they accomplished, when the team makes the experience fun and memorable and personal, and when you reinforce why wearing retainers matters without guilt or shame. When the final memory is a great one, patients become raving fans. And when they inevitably need retreatment years down the road, they come back to the place that made them feel cared for, not the cheapest or closest option. Free Growth Session Why This Matters — The Human Challenge Your team is human. They get tired. They get overwhelmed. They deal with difficult patients. They have personal stress. When they are stretched thin, the first thing to disappear is the patient experience. That is why the culture has to carry the weight, not individual moods. A consistent patient experience comes from clear standards, strong systems, personal accountability, team cohesion, morning huddles that reinforce connection, and leadership that models presence and empathy. This is not about perfection. It is about direction. A one percent improvement every day builds a culture that becomes unstoppable. The Practices That Win Care The Most At HIP, we say it often: you do not build a great practice by focusing on teeth. You build it by focusing on people. Clinically excellent orthodontists are everywhere. Patient-centric teams are rare. The practices that become market leaders are not the ones with the newest tech or the flashiest marketing. They are the ones patients talk about long after the appointment is over because the experience made them feel something real. If you want to grow, improve your systems, and elevate your team, start with the one thing your competitors cannot copy: the way you make people feel when they walk through your door. Do that consistently and your practice becomes unforgettable. Free Growth Session The post Why Patient Experience TRUMPS Technology in Orthodontics appeared first on HIP Creative.
About Seth Cohen:Seth Cohen is a seasoned business leader with a long record of driving growth across healthcare, technology, and finance. As president of Cedar, he leads strategy and execution for a fast-scaling health tech company, building on over a decade of leadership in the industry. He also serves on the boards of Firefly Health and previously served on the board of Castlight Health, reflecting his deep credibility in the healthcare ecosystem. Before joining Cedar, Seth co-founded OODA Health and served as its CEO, introducing innovative payment solutions to the market. His earlier career includes senior commercial roles at Castlight, where he helped large employers adopt modern health benefits, as well as consulting work at McKinsey, focused on healthcare reform and consumerism. Seth began his career in investment banking, private equity, and international development, providing him with a broad strategic and financial foundation. He holds an MBA from Harvard Business School, an MPA from Harvard Kennedy School, and a BA from Stanford University.Things You'll Learn:Patient out-of-pocket costs have been rising faster than the overall medical trend for two decades, pushing most Americans into high-deductible plans they cannot realistically afford.A relatively small percentage of uninsured patients, roughly 5–12% depending on the state, accounts for approximately 35% of the dollars owed to providers. The episode challenges providers to rethink the concept of “healing” by asking whether repairing someone's heart while ruining their credit can truly be considered care.Cedar Cover is positioned as a proactive digital coverage safety net that identifies patients in need and connects them to Medicaid, ACA plans, financial assistance, and pharmacy copay programs. Looking ahead, the guest expects affordability pressures to intensify and plans to expand into areas such as workers' compensation and Social Security benefits. The goal is to ensure that patients are not forced to choose between groceries and medical bills by making financial support an integral part of the core care experience.Resources:Connect with and follow Seth Cohen on LinkedIn.Follow Cedar on LinkedIn and discover their website.Learn more about Cedar Cover here.Email Seth directly here.
Episode 5 of Standard Deviation with Oliver Bogler on the Out of Patients podcast feed pulls you straight into the story of Dr Ethan Moitra, a psychologist who fights for LGBTQ mental health while the system throws every obstacle it can find at him.Ethan built a study that tracked how COVID 19 tore through an already vulnerable community. He secured an NIH grant. He built a team. He reached 180 participants. Then he opened an email on a Saturday and learned that Washington had erased his work with one sentence about taxpayer priorities. The funding vanished. The timeline collapsed. His team scattered. Participants who trusted him sat in limbo.A federal court eventually forced the government to reinstate the grant, but the damage stayed baked into the process. Ethan had to push through months of paperwork while his university kept the original deadline as if the shutdown had not happened. The system handed him a win that felt like a warning.I brought Ethan on because his story shows how politics reaches into science and punishes the people who serve communities already carrying too much trauma. His honesty lands hard because he names the fear now spreading across academia and how young scientists question whether they can afford to care about the wrong population.You will hear what this ordeal did to him, what it cost his team, and why he refuses to walk away.RELATED LINKSFaculty PageNIH Grant DetailsScientific PresentationBoston Globe CoverageFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship email podcasts@matthewzachary.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Your first impression used to happen at the front desk. Now, it happens online—before a patient ever calls. In this episode, Gary Takacs and Naren Arulrajah break down how your website, reviews, and Google profile shape trust in 2025. They explain how small online problems (like a slow site or outdated reviews) can silently push new patients away—and how to fix them. You'll also hear how to make your site faster, easier to use, and more welcoming—with tools like video, real photos, and better content. If you're ready to turn your website into your practice's best conversion tool, this episode is packed with clear, actionable tips to help you start now.
Send us a MessageIn this episode of Culture Change RX, Sue Tetzlaff, cofounder of Capstone Leadership Solutions, explores the significant benefits of setting a master calendar of key activities and events for the year ahead, highlighting how it improves culture and trust, momentum, efficiency, strategic clarity, and better results (e.g., improvement, growth). The discussion emphasizes the importance of pro-actively determining how best to spend your time, aligned with top strategic priorities and the key activities that support the successful execution of those strategies.We're stepping forward in a bigger way—growing our team of rural healthcare experts, growing our capabilities by adding a strategic planning division … all of this so we can expand our ability to help even more rural hospitals and other small healthcare organizations in 2026. … We'd love to explore how we can support your organization in being the provider- and employer-of-choice so you can keep care local and margins strong! Learn more at CaptoneLeadership.netHi! I'm Sue Tetzlaff. I'm a culture and execution strategist for small and rural healthcare organizations - helping them to be the provider and employer-of-choice so they can keep care local and margins strong.For decades, I've worked with healthcare organizations to navigate the people-side of healthcare, the part that can make or break your results. What I've learned is this: culture is not a soft thing. It's the hardest thing, and it determines everything.When you're ready to take your culture to the next level, here are three ways I can help you:1. Listen to the Culture Change RX PodcastEvery week, I share conversations with leaders who are transforming healthcare workplaces and strategies for keeping teams engaged, patients loyal, and margins healthy. 2. Subscribe to our Email NewsletterGet practical tips, frameworks, and leadership tools delivered right to your inbox—plus exclusive content you won't find on the podcast.
Chelsea J. Smith walks into a studio and suddenly I feel like a smurf. She's six-foot-three of sharp humor, dancer's poise, and radioactive charm. A working actor and thyroid cancer survivor, Chelsea is the kind of guest who laughs while dropping truth bombs about what it means to be told you're “lucky” to have the “good cancer.” We talk about turning trauma into art, how Shakespeare saved her sanity during the pandemic, and why bartending might be the best acting class money can't buy. She drops the polite bullshit, dismantles survivor guilt with punchline precision, and reminds every listener that grace and rage can live in the same body. If you've ever been told to “walk it off” while your body betrayed you, this one hits close.RELATED LINKS• Chelsea J. Smith Website• Chelsea on Instagram• Chelsea on Backstage• Chelsea on YouTube• Cancer Hope Network• Artichokes and Grace – Book by Chelsea's motherFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship email podcasts@matthewzachary.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Are you up to date with the latest guidelines on deep venous thrombosis (DVT) management? Dr. Steven Abramowitz, vascular surgeon at MedStar Health, joins host Dr. Chris Beck for a deep dive into emerging clinical data in DVT management, where they review the evolving indications for mechanical thrombectomy and the implications of studies like the ATTRACT trial, the CLOUT registry, and the ongoing DEFIANCE trial. --- This podcast is supported by: Inari Medicalhttps://www.inarimedical.com/artix-system --- SYNPOSIS Dr. Abramowitz reviews recent data comparing outcomes of mechanical intervention versus lytic-based therapy, outlining how each approach fits into current practice. He underscores the critical role of IVUS in determining treatment endpoints, while noting the ongoing challenge of an absent standardized definition. The conversation also offers practical insights on procedural techniques and the evolving role of anticoagulation, emphasizing the importance of close collaboration and open communication with referring physicians. --- TIMESTAMPS 00:00 - Introduction00:45 - Overview of DVT Management02:50 - New Guidelines for DVT Treatment07:30 - Technical Endpoints in DVT Treatment13:26 - Clout Registry and Its Findings17:57 - Anticoagulation and DVT23:05 - Defining Acute DVT Management27:00 - Evolving Approaches to Acute DVT28:19 - Patient Experience and Quality of Life31:08 - Referring Providers and Data Impact37:01 - Single Session Treatments and Stenting41:07 - Chronic Venous Disease Management --- RESOURCES (ATTRACT) Weinberg I, Vedantham S, Salter A, et al. Relationships between the use of pharmacomechanical catheter-directed thrombolysis, sonographic findings, and clinical outcomes in patients with acute proximal DVT: Results from the ATTRACT Multicenter Randomized Trial. Vasc Med. 2019;24(5):442-451. doi:10.1177/1358863X19862043https://pubmed.ncbi.nlm.nih.gov/31354089/ (CLOUT) Shaikh A, Zybulewski A, Paulisin J, et al. Six-Month Outcomes of Mechanical Thrombectomy for Treating Deep Vein Thrombosis: Analysis from the 500-Patient CLOUT Registry. Cardiovasc Intervent Radiol. 2023;46(11):1571-1580. doi:10.1007/s00270-023-03509-8https://pubmed.ncbi.nlm.nih.gov/37580422/ (DEFIANCE) Abramowitz SD, Marko X, D'Souza D, et al. Rationale and design of the DEFIANCE study: A randomized controlled trial of mechanical thrombectomy versus anticoagulation alone for iliofemoral deep vein thrombosis. Am Heart J. 2025;281:92-102. doi:10.1016/j.ahj.2024.10.016https://pubmed.ncbi.nlm.nih.gov/39491572/
How is one of the largest health systems in Texas using AI to transform patient experience? This episode of The Modern Customer Podcast explores how Memorial Hermann Health System is applying AI, predictive analytics, and digital tools to redesign care for millions of patients across Houston. The conversation features Alex Greengold, Chief Consumer Experience Officer at Memorial Hermann, who brings previous CX leadership experience from AOL and DISH, where he earned multiple J.D. Power awards. Watch the full conversation to see how AI, smart design, and culture are reshaping the future of care.
Transforming the Patient Experience with Voice-First AI Automation Long hold times and overwhelmed front-office staff have made patient scheduling a pain point across healthcare. In this episode, we explore how Infinx and Voxology are redefining patient access with AI-powered scheduling agents that combine empathy, intelligence, and efficiency to transform the way patients connect with care. Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen
Although severe thyroid eye disease (TED) is easily recognizable, mild TED may go undiagnosed for months if not longer. In today's episode, Dr. Vivek Patel joins host Dr. Amanda Redfern to share how he uncovers subtle signs and symptoms of TED that can lead to a quicker diagnosis and the treatments that make a meaningful impact on quality of life. For all episodes or to claim CME credit for selected episodes, visit www.aao.org/podcasts.
Every industry has a process that looks small on paper butshapes everything around it. In healthcare, that process is priorauthorization. It is the quiet monster that hides between doctors, payers, and patients, invisible to most until it strikes. When it does, it does not just delay care; it unravels trust, burns out staff, and corrodes the very idea of a coordinated patient journey.
Meet Cynthia Gormezano — Founder & CEO of Cynergy Physical and Occupational Therapy NYC.From a one-room practice in 2001 to 7 locations and 50+ employees, Cynthia has built one of New York's leading orthopedic PT practices.But her leadership is shaped by more than business expertise.As a three-time lymphoma survivor and double lung transplant recipient, she has led Cynergy through extraordinary growth — including a recent 30% revenue increase and 10% productivity boost since returning from her transplant.A powerful example of resilience, reinvention, and excellence in healthcare.
A Black patient is raising serious concerns about his recent hospitalization at Hackensack Meridian Riverview Medical Center in Red Bank, New Jersey, alleging that he experienced inadequate care, premature discharge, poor communication, and treatment that left him feeling marginalized and medically unsafe.The patient, admitted after collapsing on a tennis court, reports that in six days of hospitalization, he was never examined by a physician. Instead, he interacted solely with nurses and physician assistants. During this period, he says he continued to suffer the same symptoms—dizziness, fainting episodes, chest heaviness, and weakness—that initially led to his emergency admission.According to his account, diagnostic tests were performed without explanation, and results were either withheld or presented with incomplete or conflicting narratives. He states that medical staff attempted to discharge him despite persistent symptoms and without providing a follow-up discussion regarding an echocardiogram that revealed a bicuspid aortic valve—a congenital defect that can affect blood flow.He also reports that his dietary restrictions were ignored, with meals containing red meat and cheese despite repeated requests.One of the most troubling events he describes occurred during an attempted discharge: hospital staff reportedly instructed him to walk off the unit despite ongoing dizziness. While waiting at the pharmacy, he collapsed and had to be readmitted. He alleges that a nurse immediately went into “defensive mode” rather than assessing his condition, and that the emergency department doctor's system review revealed that he was still listed as an admitted patient, raising questions about the legitimacy of the initial discharge.The patient further states that a psychiatrist was sent to his room, though he had reported no psychiatric symptoms. He interprets this as part of a broader pattern in which Black patients' physical complaints are reframed as psychological, leading to delays in proper medical evaluation.On the day of his final discharge, an occupational therapist conducted orthostatic testing—a check for blood pressure changes with movement—and found significant fluctuations, along with visible unsteadiness in his gait. The therapist reportedly advised that he should not be discharged and recommended additional medical evaluation, including a head CT. However, the patient says no physician ever followed up, and the discharge proceeded despite these findings.When he requested to speak with hospital leadership about his concerns, he was met with a nurse manager and a nurse practitioner—neither of whom, he reports, addressed the outstanding medical issues or explained the decisions surrounding his care.The patient ultimately left the hospital still dizzy and weak, stating he did not feel he had received adequate care or clear medical guidance.His experience raises pressing questions about medical equity, communication, discharge protocols, and the treatment of Black and Brown patients in clinical settings.Hackensack Meridian Health at Riverview has not provided comment on these allegations. But we did speak with a Representative from Patient Experience about the issues and the Experience, we recorded the conversation and it's available on The Neoliberal Round Podcast season 15 Episode 1.Submitted by Rev. Renaldo McKenzie, Creator and Host and President of The Neoliberal.
When Julia Stalder heard the words ductal carcinoma in situ, she was told she had the “best kind of breast cancer.” Which is like saying you got hit by the nicest bus. Julia's a lawyer turned mediator who now runs DCIS Understood, a new nonprofit born out of her own diagnosis. Instead of panicking and letting the system chew her up, she asked questions the industry would rather avoid. Why do women lose breasts for conditions that may never become invasive? Why is prostate cancer allowed patience while breast cancer gets the knife? We talked about doctors' fear of uncertainty, the epidemic of overtreatment, and what happens when you build a movement while still in the waiting room. Funny, fierce, unfiltered—this one sticks.RELATED LINKS• DCIS Understood• Stalder Mediation• Julia's story in CURE Today• PreludeDx DCISionRT feature• Julia on LinkedInFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship email podcasts@matthewzachary.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
KEY POINTSYour Health is launching a new hospice program to complete the continuum of care.Hospice is not new to leadership—team members have decades of experience.Palliative care and hospice work together:Palliative can continue indefinitelyHospice begins when disease progression reaches an advanced stage and patients choose comfort over curative treatmentHospice helps patients avoid unnecessary ER visits, hospital stays, and stressful care transitions.The new program allows patients to stay with their same care team, maintaining continuity and trust.Eligibility begins with specific diagnoses and a provider's order, supported by clinical and non-clinical indicators like frequent falls, increased symptoms, or significant weight loss.The “six-month rule” is based on normal disease progression, not an exact timeline.The new hospice service enhances value-based care, controlling costs while improving outcomes.Your Health staff play an important role in asking, “**What matters to you?**”The program ultimately expands patient choice and honors their wishes with compassion and dignity. www.YourHealth.Org
Did you know that education on self-monitoring when using oral selective estrogen receptor degraders can increase patient empowerment? Credit available for this activity expires: 11/21/2026 Earn Credit / Learning Objectives & Disclosures: https://www.medscape.org/viewarticle/communicating-enhance-care-through-data-and-patient-2025a1000uqi?ecd=bdc_podcast_libsyn_mscpedu
In this episode, Dr. Len Tau sits down with Paul Chadwick, VP at PureLogic, to explore how artificial intelligence is reshaping the way dental practices operate — especially at the front desk. Paul breaks down how PureLogic leverages AI, analytics, and automation to improve patient communication, reduce missed calls, and enhance practice efficiency. Together, they discuss what "data-driven dentistry" really means, how AI can empower rather than replace staff, and what metrics matter most for growth. Whether you're a solo practitioner, part of a DSO, or just curious about AI's practical applications in dentistry, this conversation will give you real-world insights into using data to drive smarter decisions and better patient experiences. Here are some of the interesting stff we talked about in this episode. AI isn't the future—it's here now. Dental practices using AI to analyze calls and automate responses are already improving conversion rates and reducing missed opportunities. Missed calls are hidden revenue leaks. The average practice misses 30–40% of calls, and PureLogic's data shows that following up with AI-powered text can recover many of those lost appointments. Patient preference matters. Voice, text, and chat-based AI tools meet patients where they are, improving satisfaction and accessibility. KPIs drive decisions. Tracking missed call rates, conversion rates, and patient engagement metrics can reveal where your practice is losing revenue—and how to fix it. AI + people = the winning combo. The goal isn't to replace front office staff, but to free them up to focus on relationships and in-person care. — Key Takeaways 00:40 Introduction and Sponsor Acknowledgments 01:40 Meet Paul Chadwick and PureLogic 04:50 What PureLogic Does for Dental Practices 04:55 How AI Analyzes Calls and Improves Conversions 06:30 Understanding Front Office Optimization 08:00 Voice vs. Text: Meeting Patients Where They Are 10:50 The Rise of AI Agents in Dentistry 11:55 Differentiating PureLogic from Other AI Companies 15:30 Using Data to Train and Support Front Office Teams 17:25 Key KPIs Every Practice Should Track 20:21 The Truth About Missed Calls in Dentistry 21:40 Where Practices Need the Most Help 24:53 Managing the Modern Dental Tech Stack 27:20 PMS Integrations and Vendor Consolidation 28:05 The Future of AI in Dental Operations 30:46 How AI Will Personalize the Patient Experience 31:30 Lightning Round: Quickfire Q&A with Paul Chadwick 38:17 How to Connect with PureLogic 38:47 Closing Thoughts from Dr. Len Tau — Connect with Paul
Dr. Rachel Gatlin entered neuroscience with curiosity and optimism. Then came chaos. She started her PhD at the University of Utah in March 2020—right as the world shut down. Her lab barely existed. Her advisor was on leave. Her project focused on isolation stress in mice, and then every human on earth became her control group. Rachel fought through supply shortages, grant freezes, and the brutal postdoc job market that treats scientists like disposable parts. When her first offer vanished under a hiring freeze, she doubled down, rewrote her plan, and won her own NIH training grant. Her story is about survival in the most literal sense—how to keep your brain intact when the system built to train you keeps collapsing.RELATED LINKS• Dr. Rachel Gatlin on LinkedIn• Dr. Gatlin's Paper Preprint• Dr. Eric Nestler on Wikipedia• News Coverage: Class of 2025 – PhD Students Redefine PrioritiesFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship email podcasts@matthewzachary.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In this episode of The Spine Pod, hosts Courtney Schutze and Brady Riesgraf sit down with Dr. Kamal Woods, a double fellowship-trained surgeon in both orthopedics and neurosurgery, and founder of Vertrae® in Miamisburg, Ohio. Dr. Woods received his medical degree from Loma Linda University School of Medicine and completed a fellowship in minimally invasive and complex spine surgery from Cedars‑Sinai Medical Center. He later earned his MBA from Johns Hopkins Carey Business School, further deepening his understanding of the complex healthcare ecosystem and how to improve it. Since then, he has gone on to build a patient-centered practice rooted in the belief that one size does not fit all when it comes to spine care. Whether a patient needs a non‑surgical treatment, minimally invasive surgery, or motion‑preserving option, the goal remains the same: restore mobility, alleviate pain, and help patients return to what they love most. Throughout the episode, Dr. Woods shares his philosophy of combining surgical precision with compassionate, personalized care. He also discusses the importance of having a full “toolbox” of treatments, from conservative care and robotic‑assisted techniques to artificial disc replacement, and why patient education and shared decision‑making are essential. He goes on to share how his background, far from conventional, has shaped his patient‑first mindset and his vision for modern spine care. In this episode, you'll learn: Why motion preservation is more than a trend, it's about protecting function and long-term quality of life. How insurance and reimbursement barriers can impact patient care, and the changes needed to move the field forward. Why outpatient, motion-preserving spine care is gaining momentum and what it takes to build a successful model. How Dr. Woods prioritizes patients through individualized treatment plans for those dealing with chronic leg and back pain. Why enabling technologies such as navigation and robotics are expanding into more surgical facilities. How Vertrae® is driving local innovation through education, community events, and an empowering patient-centered care model. Drawing on his childhood roots in Saint Vincent, his surgical training in California, and the practice he's built in Ohio, Dr. Woods is shaping an innovative spine care model centered on motion preservation—designed to help patients return to the activities they love, all in one integrated setting. Whether you're a surgeon focused on emerging technologies, an industry professional tracking care trends, or a patient seeking clarity in a crowded spine landscape, this episode delivers compelling insights on how treatment pathways are shifting and how modern practice models are evolving. Learn more about Dr. Woods: Vertrae: https://vertrae.com/ LinkedIn: https://www.linkedin.com/in/kamal-woods-md-mba-89172682/ Instagram: https://www.instagram.com/vertrae.inc/?hl=en Facebook: https://www.facebook.com/KamalWoodsMD YouTube: https://www.youtube.com/ @vertrae360 You can find The Spine Pod on all Podcast Streaming Platforms, including: YouTube: https://www.youtube.com/@TheSpinePod Spotify: https://open.spotify.com/show/0DBzWfVt1ExQE0qTjhOERa?si=EEBPwQgRQSujyZsaXnJagA Apple Podcasts: https://podcasts.apple.com/us/podcast/the-spine-pod/id1745442311 Amazon Music: https://music.amazon.com/podcasts/98fd41ad-75ee-4371-bb70-c5b274324a47/the-spine-pod?ref=dm_sh_kmfvSHB5iY109GDslhiJul22E iHeart Radio: https://www.iheart.com/podcast/269-the-spine-pod-174320414?cmp=ios_share&sc=ios_social_share&pr=false&autoplay=true Follow The Spine Pod to learn more about the latest episodes and happenings in the world of motion preservation: Facebook: https://www.facebook.com/profile.php?... Instagram: https://www.instagram.com/thespinepod... TikTok: www.tiktok.com/@thespinepod The information in this podcast is for educational and informational purposes only and is not intended as medical advice.
EPISODE DESCRIPTIONBefore she was raising millions to preserve fertility for cancer patients, Tracy Weiss was filming reenactments in her apartment for the Maury Povich Show using her grandmother's china. Her origin story includes Jerry Springer, cervical cancer, and a full-body allergic reaction to bullshit. Now, she's Executive Director of The Chick Mission, where she weaponizes sarcasm, spreadsheets, and the rage of every woman who's ever been told “you're fine” while actively bleeding out in a one-stall office bathroom.We get into all of it. The diagnosis. The misdiagnosis. The second opinion that saved her life. Why fertility preservation is still a luxury item. Why half of oncologists still don't mention it. And what it takes to turn permission to be pissed into a platform that actually pays for women's futures.This episode is blunt, hilarious, and very Jewish. There's chopped liver, Carrie Bradshaw slander, and more than one “fuck you” to the status quo. You've been warned.RELATED LINKSThe Chick MissionTracy Weiss on LinkedInFertility Preservation Interview (Dr. Aimee Podcast)Tracy's Story in Authority MagazineNBC DFW FeatureStork'd Podcast EpisodeNuDetroit ProfileChick Mission 2024 Gala RecapFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship, email podcast@matthewzachary.com.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
What happens when a powerhouse research enterprise, a statewide health system, and a relentless push for access all meet at the same table? Our conversation with Dr. David Miller, CEO of Michigan Medicine, opens the door to a candid look at how precision care, digital tools, and financial reality collide—and how smart leadership turns that collision into progress.We dig into the new map of Michigan Medicine: the academic medical center in Ann Arbor, integrated hospitals in Lansing and West Michigan, and partnerships that extend specialty expertise across the state. Then we follow the research-to-care pipeline, from NIH-backed labs to clinical trials to real-world therapies. You'll hear how next-generation sequencing is making targeted cancer treatments more accessible, and why histotripsy—a noninvasive, ultrasound-based approach to treating liver tumors—is a model for bringing breakthroughs from engineering benches to exam rooms.Technology is more than a buzzword here. Dr. Miller explains how generative AI is cutting documentation time with ambient notes, speeding routine approvals, and supporting clinical decisions, all while keeping a human in the loop. We talk training the next wave of physicians to be technology fluent, and how virtual visits and remote monitoring expand access without trading away empathy. On payment and policy, we confront the hard parts: Medicaid churn, prior authorization friction, and the need for value-based insurance design that lowers barriers to high-value care. The throughline is simple and urgent—make it easier for patients to get the right care at the right time, and align incentives so innovation actually reaches people.If you care about healthcare that is precise, humane, and actually reachable, this conversation will give you a practical, hopeful blueprint. Subscribe, share with a friend who's navigating care, and leave a review to help more listeners find the show. Your feedback keeps this community sharp—and pushes the system toward what works.Support the showEngage the conversation on Substack at The Common Bridge!
Episode notesHumility & grace: distinct muscles that work best togetherThe no-call/no-show that wasn't: correcting assumptions with careDisagreeing without demeaning: honesty rooted in respectModeling connection: Scott moving furniture in dress shoes; a father's everyday compassionIntegrity = what we do when no one's watchingDaily habit: know your “bliss,” reset with people, then re-enter the workListener reflection: Where can you swap a snap judgment for a curious check-in today?
From WEDI's recently concluded National Conference in Washington DC, co-chairs Emma Andelson from the American Medical Association and Anna Hyde from the Arthritis Foundation introduce WEDI's newest workgroup, Patient Experience. The workgroup's primary aim is to embed the patient perspective into healthcare business processes and workflows while elevating the patient voice across WEDI's broader workgroups and initiatives
Event Objectives:Identify options for Chiari malformation surgery, craniofacial surgery and epilepsy surgery in children that optimize outcomes while providing less invasive alternatives.Claim CME Credit Here!
EPISODE DESCRIPTION:Libby Amber Shayo didn't just survive the pandemic—she branded it. Armed with a bun, a New York accent, and enough generational trauma to sell out a two-drink-minimum crowd, she turned her Jewish mom impressions into the viral sensation known as Sheryl Cohen. What started as one-off TikToks became a career in full technicolor: stand-up, sketch, podcasting, and Jewish community building.We covered everything. Jew camp lore. COVID courtship. Hannah Montana. Holocaust comedy. Dating app postmortems. And the raw, relentless grief that comes with being Jewish online in 2025. Libby's alter ego lets her say the quiet parts out loud, but the real Libby? She's got receipts, range, and a righteous sense of purpose.If you're burnt out on algorithm-friendly “influencers,” meet a creator who actually stands for something. She doesn't flinch. She doesn't filter. And she damn well earned her platform.This is the most Jewish episode I've ever recorded. And yes, there will be guilt.RELATED LINKSLibby's Website: https://libbyambershayo.comInstagram: https://www.instagram.com/libbyambershayoTikTok: https://www.tiktok.com/@libbyambershayoLinkedIn: https://www.linkedin.com/in/libby-walkerSchmuckboys Podcast: https://jewishjournal.com/podcasts/schmuckboysForbes Feature: Modern Mrs. Maisel Vibes https://www.forbes.com/sites/joshweissMedium Profile: https://medium.com/@libbyambershayoFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform.For guest suggestions or sponsorship, email podcast@matthewzachary.com.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Long hold times and overwhelmed front-office staff have made patient scheduling a pain point across healthcare. In this episode, we explore how Infinx and Voxology are redefining patient access with AI-powered scheduling agents that combine empathy, intelligence, and efficiency to transform the way patients connect with care.Brought to you by www.infinx.com
When the system kills a $2.4 million study on Black maternal health with one Friday afternoon email, the message is loud and clear: stop asking questions that make power uncomfortable. Dr. Jaime Slaughter-Acey, an epidemiologist at UNC, built a groundbreaking project called LIFE-2 to uncover how racism and stress shape the biology of pregnancy. It was science rooted in community, humanity, and truth. Then NIH pulled the plug, calling her work “DEI.” Jaime didn't quit. She fought back, turning her grief into art and her outrage into action. This episode is about the cost of integrity, the politics of science, and what happens when researchers refuse to stay silent.RELATED LINKS• The Guardian article• NIH Grant• Jaime's LinkedIn Post• Jaime's Website• Faculty PageFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship email podcasts@matthewzachary.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Episode notesWhat connection means as a leader, parent, clinician, friendResidents and families as the real teachers of patient experienceThe “poinsettias in April” lesson: small signals shape big trustWhy a health-tech conference led with connection (not features)Data & AI: accelerants that free us to be more human, not lessProductive disagreement and patient advocacy across disciplinesTrust + respect as the ground rules for hard conversationsListener reflection: What small signal could you fix today to raise trust immediately?
EPISODE DESCRIPTIONAllison Applebaum was supposed to become a concert pianist. She chose ballet instead. Then 9/11 hit, and she ran straight into a psych ward—on purpose. What followed was one of the most quietly revolutionary acts in modern medicine: founding the country's first mental health clinic for caregivers. Because the system had decided that if you love someone dying, you don't get care. You get to wait in the hallway.She's a clinical psychologist. A former dancer. A daughter who sat next to her dad—legendary arranger of Stand By Me—through every ER visit, hallway wait, and impossible choice. Now she's training hospitals across the country to finally treat caregivers like patients. With names. With needs. With billing codes.We talked about music, grief, psycho-oncology, the real cost of invisible labor, and why no one gives a shit about the person driving you to chemo. This one's for the ones in the waiting room.RELATED LINKSAllisonApplebaum.comStand By Me – The BookLinkedInInstagramThe Elbaum Family Center for Caregiving at Mount SinaiFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship, email podcast@matthewzachary.com.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
On this episode of 'The Making Of' Dr. Ashley Joves and Dr. Toni Torres sit down to discuss the exciting first day of Bloom Dental Co. Listen along to the ladies talk about the highs and the lessons learned.First Day Insights and Hurdles at Bloom Dental Co.In this episode of the Making of Podcast, co-host Ashley Joves discusses with Toni the journey leading up to and including her first day seeing patients at Bloom Dental Co. Key topics include overcoming OSHA compliance hurdles, setting up office procedures, experiencing first-day patient interactions, and navigating technical difficulties. Toni also shares her marketing strategies at a local fall festival that generated new patient appointments. The episode highlights the importance of meticulous planning, trial runs, and adaptability when opening a new dental practice.00:00 Introduction and Recap of Episode Four01:38 This or That: Fun Icebreaker Questions04:37 Toni's First Day at Bloom Dental Co.05:36 OSHA Compliance and Office Setup12:51 Final Preparations and First Patients15:39 Patient Experience and Office Tour28:35 Old School Debit Card Dilemma29:18 Choosing Payment Solutions30:27 Technical Glitches and Fixes31:17 Office Equipment Challenges32:43 Software Decisions: Open Dental vs. Cloud-Based33:25 Hydration and Humor37:22 Team Training and Fall Festival45:28 Marketing Strategies and Patient Engagement50:24 Setting Office Fees and Final ThoughtsFind Dr. Ashley Joves on Instagram @ashleyjovesddsFind Dr. Toni Torres on Instagram @the.joyful.dentist and @bloomdental.coThis season we've partnered with Net32 to bring you an online marketplace where you can compare brands, vendors, and prices all in one place! www.net32.com/TheMakingOfThis episode of The Making Of Podcast is presented by Studio EightyEight — dentistry's story-driven growth agency for startups. https://s8e8.com/vsl Find Out More Thank you for listening to The Making Of podcast. If you enjoyed it, please share with anyone you think will gain value from the show by clicking on one of the sharing tabs above. SUBSCRIBE to our NEWSLETTER HERE Also, please consider leaving an honest review on iTunes. It helps other listeners find the show, and I would be forever grateful.Questions or comments? Feel free to contact us at - themakingofadental@gmail.comFollow us on Instagram or Facebook and improve your dental practice every day!Have you subscribed? Don't miss a single episode!
Joining Dr. Stucki again on the podcast today is Dr. Tom Stone, an OMS Surgeon practicing out of Denver, Colorado. Today, they dive into Dr. Stone's philosophy on handling immediate implants, starting with the key role digital workflow plays in streamlining appointments and how to implement these systems without overwhelming office teams. They unpack how Dr. Stone and his team approach the complexity of emergency implants and simplify decision-making for patients. The conversation covers how Dr. Stone navigates mid-surgery changes in plan, the difference between emergency and immediate implants, and why the ability to perform an immediate implant truly sets a practitioner apart. Finally, they discuss maintaining quality control, share tips for successful outcomes in multi-rooted tooth areas, and reveal how feedback has been essential to the success of their emergency implant offerings. For all this, and more, tune in now!Key Points From This Episode:An introduction and recap of our guest, Dr. Tom Stone.Dr. Stone discusses offering an extraction and immediate implant in one appointment. The role digital workflow plays in his system of immediate implants and what they're using currently.Tips on how to streamline workflow for office teams without causing overwhelm. The complex part of an emergency implant and how to streamline decision-making for patients. How Dr. Stone navigates a mid-surgery change in plan (giving patients a plan A and plan B as options). The difference between an emergency implant and an immediate implant.How the ability to do an immediate implant sets you apart from other practitioners. Maintaining quality control with immediate implants.Dr. Stone shares tips on achieving implant success in multi-rooted tooth areas. How feedback has helped create an incredible patient experience with emergency implant offerings. Final thoughts on the essential components for success in surgery. Links Mentioned in Today's Episode:Dr. Tom Stone on LinkedIn — https://www.linkedin.com/in/thomas-l-stone-md-dds-facs-9b387718/ DrTalk — https://www.drtalk.com/ DrTalk App (Google) —https://play.google.com/store/apps/details?id=com.drtalk.drtalkdroid&hl DrTalk App (Apple) — https://apps.apple.com/jp/app/drtalk-connect-share-learn/id1449673761?l Collective Health Society — https://www.collectivehealthsociety.com/ Dr. Katie Lee on LinkedIn — https://www.linkedin.com/in/katieleedds/ DrTalk: A Practice Growth Business Tool (with Drs. Tom Stone and Vic Martel)— https://www.buzzsprout.com/1404670/episodes/17222537 ‘M641: The Emergency Implant: A Practice Growth Strategy' — https://www.joms.org/article/S0278-2391(07)00802-6/fulltext Everyday Oral Surgery Website — https://www.everydayoralsurgery.com/ Everyday Oral Surgery on Instagram — https://www.instagram.com/everydayoralsurgery/ Everyday Oral Surgery on Facebook — https://www.facebook.com/EverydayOralSurgery/Dr. Grant Stucki Email —
"With Kristi [second analyst], it was much, much deeper. This whole dependent and infantile part of me was coming out. This is psychoanalytic language - I was moving into a regression that was terrifying, because I had been trained by my mother, and it was my nature, and it was what had worked for me to really approach things as an 'independent person' ie I don't need anybody; I don't need anything; I can function whatever happens. While I explored a little bit of that with Lane [first analyst], it was only very slight, and we never talked about it. With Kristi, she would actually make me aware of it, and I would become aware of my own need for her and withdraw. With Kristi, it was immediate that I knew there was much greater complexity going on, a level of complexity that I couldn't have handled in my 20s. And we locked horns almost immediately." Episode Description: We begin with describing the various psychotherapy journeys that individuals undergo in search of healing. In her memoir, Joan describes two intense yet fundamentally different psychoanalyses at different points in her life. The first analysis was focused on uncovering the unrecognized story of her early family life. The second demonstrated how she was unknowingly replaying that family life in her relationship with her analyst, "I was reliving my whole childhood in our relationship." She came to recognize the "unacknowledged parts of myself" that her analyst "coaxed from its psychic den." She invites us into the frenetic 'regressive' periods where she both desperately craved the affections of her analyst and simultaneously refused to accept the care that was being offered. Multiple episodes of rupture and repair led her to come to terms with the human condition, both her own and her analysts. She closes with "As minutely as I've described these two analyses, I feel as if I've left half unsaid. And yet, as Kristi might say, it's enough." Our Guest: Joan K. Peters, PhD, is a Professor Emeritus of Literature and Writing at California State University at California. She is the author most recently of Untangling: A Memoir of Psychoanalysis. At last year's meeting of The American Psychoanalytic Association, she gave a talk on memoir and psychoanalysis, and in the upcoming one, her book will be the subject of a panel discussion. In addition to her blog for Psychology Today, she's contributed an essay on dream interpretation for Psychoanalytic Inquiry, and is guest editing a special issue of that same journal on "The Patient Experience." Recommended Readings: Patient Narratives – an annotated list The Classics These few analysands who wrote (later on) about their analyses in the 1930's – 1950's offer brief and impressionistic overviews: H.D.'s Tribute to Freud (New Directions, New York: 1956). Nini Herman, My Kleinian Home: A Journey Through Four Psychotherapies (Free Association Books, London: 1988) Margaret I. Little, Psychotic Anxieties and Containment: A Personal Record of An Analysis with Winnicott, (Jason Aronson Inc., Northvale, New Jersey, London: 1985) Contemporary Memoirs: Marie Cardinal, The Words To Say It, in French, 1975; English, (VanVactor & Goodheart, Cambridge, Mass.: 1983), introduction by Bruno Bettelheim. Emma Forrest, Your Voice in My Head: A Memoir (Other Press, New York: 2011) Andrew Solomon's beautiful essay, "Grieving for the Therapist Who Taught Me How to Grieve," The New Yorker, May 10, 2020, is more of a tribute to his therapist than an account of the process. Best-sellers Solomon's The Noonday Sun: An Atlas of Depression Kay Redfield Jamison's An Unquiet Mind: A Memoir of Moods and Madness (Vintage Books, New York: 1995) Elyn R. Saks' The Center Cannot Hold: My Journey Through Madness (Hachette Books, New York: 2007) are records of triumph over mental illnesses more than accounts of the therapies the authors underwent. Fuller contemporary accounts of analysis Kim Chernin, A Different Kind of Listening: My Psychoanalysis and its Shadow (HarperCollins, New York City: 1995) Kate Daniels, Slow Fuse of the Possible: A Memoir of Poetry and Psychoanalysis (West Virginia University Press, Morgantown: 2022) offer severe critiques of the authors' analyses.
EPISODE DESCRIPTIONRebecca V. Nellis never meant to run a nonprofit. She just never left. Twenty years later, she's still helming Cancer and Careers after a Craigslist maternity-leave temp job turned into a lifelong mission.In this 60-minute doubleheader, we cover everything from theater nerdom and improv rules for surviving bureaucracy, to hanging up on Jon Bon Jovi, to navigating cancer while working—or working while surviving cancer. Same thing.Rebecca's path is part Second City, part Prague hostel, part Upper East Side grant writer, and somehow all of that makes perfect sense. She breaks down how theater kids become nonprofit lifers, how “sample sale feminism” helped shape a cancer rights org, and how you know when the work is finally worth staying for.Also: Cleavon Little. Tap Dance Kid. 42 countries. And one extremely awkward moment involving a room full of women's handbags and one very confused Matthew.If you've ever had to hide your diagnosis to keep a job—or wanted to burn the whole HR system down—this one's for you.RELATED LINKSCancer and CareersRebecca Nellis on LinkedIn2024 Cancer and Careers Research ReportWorking with Cancer Pledge (Publicis)CEW FoundationI'm Not Rappaport – Broadway InfoFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship opportunities, email podcast@matthewzachary.com.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
There are few episodes where I tell you to rewind and listen again to something that a guest has says. This is one of those episodes. From the importance of using the patient's name to offering appointment options without directly asking if they want to schedule, this conversation with Tim is a great example of why words matter in all aspects of the patient experience. As a reminder, you can get all the information discussed in today's conversation by visiting our website at integratedpwm.com and clicking on the Learning Center. While there, be sure to subscribe to our monthly “planning life on purpose” newsletter that's filled with tips and ideas to help you plan your best life, on purpose. You can also set up a Triage conversation to learn a little bit more about how we serve in the capacity of a personal and professional CFO: helping OD practice owners around the country reduce their tax bill, proactively manage cash flow, and make prudent investment decisions both in and out of their practice to ultimately help them live their best life on purpose. If you're interested in learning more about the 20/20 Money Financial Success Masterclass, a course & platform that we created to help ODs become “brilliant at the financial basics,” or are interested in learning more about how OD Masterminds creates space for real conversations, real accountability, and real growth, please check out the link in the show notes of this episode to learn more. And with that introduction, I hope you enjoy my conversation with Tim Merrigan. Resources: https://acquios.com/ 20/20 Money Ultimate Financial Success Masterclass OD Mastermind Interest Form ————————————————————————————— Please rate and subscribe to 20/20 Money on these platforms Apple Podcasts Spotify ————————————————————————————— For past episodes of 20/20 Money with full companion show notes, please check out our episode archive here!
In this episode, we sit down with Dr. Swati Mehta of Vituity and Dr. Terrance McGovern and the Director of Nursing, Robyn Dodds, from Marian Regional to talk about how they're helping teams reconnect with the human side of emergency care. They share how a simple communication tool called F.A.S.T.—First impression, Acknowledge, Sit/Say/Slow down, and Teach-back—has strengthened teamwork, reduced burnout, and made a real difference in how patients feel seen and heard.
Aakarsh Sethi, founder of Voxology AI, shares how conversational voice AI is redefining patient engagement and care coordination. This episode explores how empathy-driven automation can make patient access more connected, efficient, and inclusive.
Sally Wolf is back in the studio and this time we left cancer at the door. She turned 50, brought a 1993 Newsday valedictorian article as a prop, and sat down with me for a half hour of pure Gen X therapy. We dug into VHS tracking, Red Dawn paranoia, Michael J. Fox, Bette Midler, and how growing up with no helmets and playgrounds built over concrete somehow didn't kill us.We laughed about being Jewish kids in the suburbs, the crushes we had on thirty-year-olds playing teenagers, and what it means to hit 50 with your humor intact. This episode is part nostalgia trip, part roast of our own generation, and part meditation on the privilege of being alive long enough to look back at it all. If you ever watched Different Strokes “very special episodes” or had a Family Ties lunchbox, this one's for you.RELATED LINKSSally Wolf Official WebsiteSally Wolf on LinkedInSally Wolf on InstagramCosmopolitan Essay: “What It's Like to Have the ‘Good' Cancer”Oprah Daily: “Five Things I Wish Everyone Understood About My Metastatic Breast Cancer Diagnosis”Allure Breast Cancer Photo ShootTom Wilson's “Stop Asking Me the Question” SongFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship inquiries, email podcast@matthewzachary.com.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Author and Ayurvedic practitioner Heather Grzych explores what it means to reinvent primary care through the lens of Ayurveda. She reflects on how modern medicine is good at fixing the body when it breaks, while Ayurveda teaches us to listen long before disease appears. Drawing from her own journey — from studying ancient Ayurvedic methods to partnering with doctors and reading blood work — Heather invites listeners to reimagine a healthcare system rooted in prevention, relationship, and vitality. The episode closes with a short meditation that envisions a future where primary care truly honors the wisdom of the body. Heather Grzych, ADLC is an American author and expert in Ayurvedic medicine who was formerly the president of the National Ayurvedic Medical Association and the head of product development for a multi-billion-dollar health insurance company. Heather's first book, The Ayurvedic Guide to Fertility, has sold thousands of copies worldwide, and her writing has been featured in Sports Illustrated, Yoga Journal, and the Sunday Independent. Her podcast, Wisdom of the Body, holds an average rating of 5 stars on Apple Podcasts and is in the top 2.5% of podcasts globally. Connect with Heather: Learn more at www.heathergrzych.com Instagram.com/heathergrzych Facebook.com/grzychheather Read the first six pages of The Ayurvedic Guide to Fertility for FREE: https://www.heathergrzych.com Connect with Heather to balance your health with Ayurveda: https://www.heathergrzych.com/book-online
Dr. Nikki Maphis didn't just lose a grant. She lost a lifeline. An early-career Alzheimer's researcher driven by her grandmother's diagnosis, Nikki poured years into her work—only to watch it vanish when the NIH's MOSAIC program got axed overnight. Her application wasn't rejected. It was deleted. No feedback. No score. Just gone.In this episode, Oliver Bogler pulls back the curtain on what happens when politics and science collide and promising scientists get crushed in the crossfire. Nikki shares how she's fighting to stay in the field, teaching the next generation, and rewriting her grant for a world where even the word “diversity” can get you blacklisted. The conversation is raw, human, and maddening—a reminder that the real “war on science” doesn't happen in labs. It happens in inboxes.RELATED LINKS:• Dr. Nikki Maphis LinkedIn page• Dr. Nikki Maphis' page at the University of New Mexico• Vanguard News Group coverage• Nature article• PNAS: Contribution of NIH funding to new drug approvals 2010–2016FEEDBACK:Like this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship inquiries, visit outofpatients.com.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Ben Schwartz, MD, MBA, wrote an article recently, and yeah, he makes a really compelling point. Dr. Schwartz wrote, “Ultimately, the most successful care models are those that create value inherently. The goal isn't simply cost arbitrage; it's creating a sustainable system that makes value attainable. Care delivery innovation is about more than optimizing for VC [venture capital] returns or maximizing operational efficiency.” For a full transcript of this episode, click here. If you enjoy this podcast, be sure to subscribe to the free weekly newsletter to be a member of the Relentless Tribe. That mention of value and how to achieve it for real—like, actually create a care model that delivers value inherently—is a great segue to introduce the show this week. It's a continuation of our mission/margin theme, and this week, we're talking about the margin part of the “no margin, no mission” cliché. So, taking this from the top, last week—and go back and listen to that show if you have not yet (and you can listen to both of these parts in no particular order; you do you)—but last week, we talked mission. That part about value and creating value inherently? The tie-in here to mission and margin could be a value equation, really. Like, mission divided by margin is how you calculate the value delivered (less carrier spread), but that's a whole other show with Cynthia Fisher (EP457). So, let me introduce my guest this week, who was also my guest last week: Dan Greenleaf, CEO of Duly, which is a multispecialty group in Chicago. So, last week Dan and I talked mission, as I said; but today we're talking margin, which is, again, gonna be the denominator of so many value equations. Last week in that mission show, quick review (or spoiler alert, depending on the order in which you may be listening to these shows), but last week, Dan Greenleaf broke mission, Duly's mission, into four quadrants. The four quadrants of mission being affordability, access, consumer experience, and quality. In this conversation today, the margin conversation, Dan Greenleaf emphasizes that achieving these four quadrants reduces friction for patients and clinicians that leads to not only better care outcomes but also financial sustainability (ie, margin). Margin can therefore be a function of mission. And again, as Dr. Ben Schwartz put it, “Ultimately, the most successful care models are those that create value inherently.” So, here we go. To be noted with one big fat fluorescent highlighter marker, a big part of this mission that comes up over and over again last week, it's about making prices reasonable and predictable and transparent for patients. Financial toxicity is a thing. Financial toxicity not only is clinical toxicity when so many people are delaying needed care. And look, I don't often quote Marjorie Taylor Greene, but recently she was in the New York Times and was quoted as saying, “The cost of health care is killing people.” This is what we should be focusing on. I just read the other day that one-third of adults in this country are currently delaying or forgoing care due to cost. One-third! Not one-third of low income or something like that. One-third of adults in this country are delaying or forgoing care due to fear of cost. In today's world, affordability and price transparency is part of what customer experience means—not just, like, lemon water in the waiting room. This is what struck me the most about the conversation from last week. But wait. Does affordable for patients spell trouble when it comes to the margin part of the operation? Will an affordability mission wreak havoc on margin? Is this business model doomed? Is there even a successful care model that creates value inherently that is sustainable? Such a good question, which is why I ask it to Dan Greenleaf right out of the gate. So, just to sum this all up in the conversation that follows, Dan Greenleaf gets into the challenges and the strategies involved in balancing mission-driven healthcare with financial realities. Duly's approach to being fiscally solid includes, well, I'm just gonna say many of the same types of efficiency things to maintain and retain margin that other more mainstream health systems might deploy. But I'd say there's a really striking difference in the why and the how. And the impact of this why and how is striking when you look at Duly's prices and the impact it has on its overall community. So, even though it's using similar types of strategies, maybe, as big consolidated health systems or other organizations, the impact and what it all adds up to is, again, very, very different. This is what I mean. At health systems, and maybe my head is just lost in a couple of anecdotal bits of evidence right now, but I just had two conversations in the past two days with physician leaders at big health systems (different ones), but both of these individuals said variations of the same theme. And if you wanna picture the scene, picture the saddest expressions, and one of them had a martini and the other one had a big-boy glass of wine. And both of them said, Look, my organization has lost sight of patient care, but also my organization has lost sight of, like, financial goals in most parts of the organization. All I seem to do all day is play politics with a whole lot of middle managers or even senior leaders jockeying for position and having turf wars within these sprawling bureaucracies. These are just great people who are trying so hard to do the right thing and are just struggling to find the foothold to do so within their own organizations. So, let's just say it was refreshing to hear Dan Greenleaf talk about an alignment of incentives and hook the margin up with the mission train in a really tight way throughout the entire organization. And to do this really well—achieve that mission/margin alignment across the whole entire organization—Dan underscores the value of clinician involvement in leadership and having, as I just said, aligned incentives with clinical teams. Keep in mind, this is the margin show, where clinical leadership came up and the number of doctors on their board and the level of physician ownership in the organization. I'm highlighting that this is the margin show here because usually so-called dyad leadership with physicians in leadership roles only comes up in mission conversations, right? Like, in situations where somebody wants the doctor to be the defender of mission and the battle to keep the MBAs in check. And I say this as the comic book stereotype, obviously. But yeah, it's true often enough. But then we have Dan, who is thinking about clinicians who have, again, aligned incentives across the organization so you don't have your physician leaders day drinking while I'm sitting across from them finding myself quoting Sun Tzu The Art of War and helping them craft the perfect PowerPoint slide to weaponize a reorg. Honestly, in my experience, there's no better way to waste metric assloads of money than in an organization where personal power grabs start to supersede anything that smells vaguely like an organizational imperative. And again, these just big bureaucracies at many health systems … yeah, too big not to fail at this is often the way of it. Then lastly, I grilled Dan Greenleaf about capital partners and how to manage to achieve private equity (PE) funding, where there's support for a model that delivers inherent value—a model that benefits both patients and providers as well as investors. And I'm saying this, keeping all of the things that Yashaswini Singh, PhD, said in that episode (EP474) about private equity a few weeks ago. Go back and listen to that. And by the way, Dan Greenleaf in this show has roughly the same ideas as Tom X. Lee, MD (EP445), founder of One Medical and Galileo told me, and also Rushika Fernandopulle, MD (EP460), founder of Iora. Great minds think alike. So, should figuring out how to work with PE be a topic of interest, there you go. Listen to my conversation today with Dan Greenleaf and then go back and listen to those other two shows. Dan Greenleaf, CEO of Duly, my guest today, has been in healthcare for 30 years. He's a six-time CEO: three public companies and has also run three companies backed by private equity and thus very aware of the many different funding mechanisms that exist in the marketplace. This podcast is sponsored by Aventria Health Group, but I do just wanna mention that Duly offered Relentless Health Value some financial support, which we truly appreciate. So, call this episode not only sponsored by Aventria but also Duly. And with that, here is my conversation with Dan Greenleaf. Also mentioned in this episode are Duly Health and Care; Benjamin Schwartz, MD, MBA; Cynthia Fisher; Cristin Dickerson, MD; Yashaswini Singh, PhD; Tom X. Lee, MD; Galileo; Rushika Fernandopulle, MD; Vivian Ho, PhD; Scott Conard, MD; Stanley Schwartz, MD; Vivek Garg, MD, MBA; and Dave Chase. You can learn more at Duly Health and Care and follow Dan on LinkedIn. You can also email Dan at dan.greenleaf@duly.com. Daniel E. Greenleaf is the chief executive officer of Duly Health and Care, one of the largest independent, multispecialty medical groups in the nation. Duly employs more than 1700 clinicians while serving 1.5 million patients in over 190 locations in the greater Chicago area and across the Midwest. The Duly Health and Care brand encompasses four entities—DuPage Medical Group, Quincy Medical Group, The South Bend Clinic, and a value-based care organization. Its scaled ancillary services include 6 Ambulatory Surgery Centers, 30 lab sites, 16 imaging sites, 39 physical therapy locations, and 100 infusion chairs. Its value-based care service line provides integrated care for 290,000 partial-risk and 100,000 full-risk lives (Medicare Advantage and ACO Reach). Dan has nearly 30 years of experience leading healthcare services organizations. He is a six-time healthcare CEO, including prior roles as president and CEO of Modivcare; president and CEO of BioScrip, Inc.; chairman and CEO of Home Solutions Infusion Services; and president and CEO of Coram Specialty Services. Dan graduated from Denison University with a bachelor of arts degree in economics (where he received the Alumni Citation—the highest honor bestowed upon a Denisonian) and holds an MBA in health administration from the University of Miami. A military veteran, he was a captain and navigator in the United States Air Force and served in Operation Desert Storm. 09:56 How does Dan achieve his mission given the realities of margin? 14:49 How Duly Health's approach and incentives differ from other health systems. 16:04 EP466 with Vivian Ho, PhD. 16:28 EP462 with Scott Conard, MD. 16:31 Summer Shorts episode with Stan Schwartz, MD. 17:27 EP460 with Rushika Fernandopulle, MD. 17:29 EP445 with Tom X. Lee, MD. 17:30 EP407 with Vivek Garg, MD, MBA. 18:50 How having physicians on the hospital board greatly improves margin and mission. 20:04 How Dan explains his approach to his capital partners. 22:23 Fee for service vs. institutional care. You can learn more at Duly Health and Care and follow Dan on LinkedIn. You can also email Dan at dan.greenleaf@duly.com. @d_greenleaf of @dulyhealth_care discusses #margin creating a path to #mission in #multispecialtycare on our #healthcarepodcast. #healthcare #podcast #financialhealth #patientoutcomes #primarycare #digitalhealth #healthcareleadership #healthcaretransformation #healthcareinnovation Recent past interviews: Click a guest's name for their latest RHV episode! Dan Greenleaf (Part 1), Mark Cuban and Cora Opsahl, Kevin Lyons (Part 2), Kevin Lyons (Part 1), Dr Stan Schwartz (EP486), Dr Cristin Dickerson, Elizabeth Mitchell (Take Two: EP436), Dave Chase, Jonathan Baran (Part 2), Jonathan Baran (Part 1), Jonathan Baran (Bonus Episode)
Carla Tardiff has spent 17 years as the CEO of Family Reach, a nonprofit that shouldn't have to exist but absolutely does—because in America, cancer comes with a price tag your insurance doesn't cover.We talk about shame, fear, burnout, Wegmans, Syracuse, celebrity telethons, and the godforsaken reality of choosing between food and treatment. Carla's a lifer in this fight, holding the line between humanity and bureaucracy, between data and decency. She's also sharp as hell, deeply funny, and more purpose-driven than half of Congress on a good day.This episode is about the work no one wants to do, the stuff no one wants to say, and why staying angry might be the only way to stay sane.Come for the laughs. Stay for the rage. And find out why Family Reach is the only adult in the room.RELATED LINKSFamily ReachFinancial Resource CenterCarla on LinkedInMorgridge Foundation ProfileAuthority Magazine InterviewSyracuse University FeatureFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship inquiries, email podcast@matthewzachary.com.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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