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In this episode, Katie Haifley, Senior Director of Product at NRC Health, and Tanya Hammon, Director of Experience at Parkview Health, discuss how ambient AI is enhancing leader rounding by reducing documentation burdens, capturing deeper patient insights, improving service recovery opportunities, and strengthening patient-provider connections. This episode is sponsored by NRC Health.
“Healthcare, in my opinion, is the ultimate team sport.” I love this quote from today's guest. And it reminds me that patient experience is not just about the patient; it starts with every member of that patient's care team. If they do not feel respected, trusted, and valued, it will absolutely impact the experience of their patients. Brian Carlson, VP of Patient Experience of Vanderbilt Health, knows that trickle down effect all too well. And, as a result, he's been building the patient experience at that organization from the inside out. The outcome? Year-over-year improvement in patient experience scores. Over 80% participation in voluntary patient experience training. Three times over having the organization vote “YES!” to continue this type of training. Experience matters, and Brian has the data to prove it. Brian Carlson leads enterprise strategy for patient experience, workforce culture, and digital engagement across the 40,000-person Vanderbilt Health system. Brian's work focuses on the intersection of culture, operations, and technology, including AI-enabled approaches to experience management and patient engagement at scale. He has led major initiatives in patient access, digital health adoption, and workforce culture transformation.
In 2020, Emily Mendenhall drove from Washington, DC to Okoboji, Iowa, a town of 800 that swells to 200,000 every summer, and walked into a pandemic that looked nothing like the one dominating national headlines. Inside gas stations and bars, masks marked you as an outsider. In one stop, a man told her family they would not be served if they kept theirs on. Her 6 year old daughter cried, confused. Mendenhall, a medical anthropologist at Georgetown University, did what she always does. She started asking questions. Over months, she interviewed neighbors, former classmates, and local officials, including her own brother in law who helped lead the local COVID response. The result became Unmasked, a case study in how community identity, economics, and politics shaped public health decisions in real time. That work led directly into her latest book, Invisible Illness: A History, from Hysteria to Long COVID, where she tracks a much older problem. Patients with chronic illness, especially women, often fail to meet medicine's demand for proof. Without a clear diagnosis, they lose access to care, insurance coverage, and legitimacy. Mendenhall argues that long COVID did not create this failure. It exposed it.This conversation centers on how healthcare systems reward certainty and punish complexity. Long COVID clinics send patients to 17 specialists without resolution. Insurance structures require diagnoses that many conditions cannot provide. Medical training still struggles to integrate trauma, mental health, and chronic disease into a coherent model of care.Mendenhall brings lived experience into the conversation. After COVID, she dealt with months of fatigue and escalating anxiety that altered her baseline health. She does not claim the label of long COVID, but she understands how quickly the system becomes harder to navigate once symptoms stop fitting clean categories. The stakes are not theoretical. In the United States, access to healthcare, disability benefits, and treatment still depends on whether a condition can be measured, coded, and reimbursed. For millions living with invisible illness, the burden of proof becomes the illness itself.RELATED LINKSEmily MendenhallInvisible Illness: A History, from Hysteria to Long COVIDScience PoliticsGeorgetown UniversityFEEDBACKLike 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.
Many med spas spend heavily on attracting new patients while overlooking one of the biggest growth opportunities already inside the practice: the existing patient base. Sustainable esthetic practice growth doesn't come from acquiring more patients alone—it comes from creating an experience that keeps them coming back. In this episode, I sit down with Abby Honaker, President of Partner Success at Pink Sky, to discuss how practice owners can improve patient retention, strengthen provider accountability, and create systems that support long-term growth. We talk about everything from provider utilization and compensation structure to treatment plans, patient outreach, and building a service experience that drives loyalty. Every Patient Interaction Should Move the Journey Forward One thing I constantly see is that medical aesthetics is failing to maximize each patient interaction. Whether it's recommending skincare, discussing future treatments, or helping a patient understand their long-term goals, every touchpoint is an opportunity for education and deeper engagement. The strongest practices don't treat visits as one-time transactions. They create intentional patient journeys with clear next steps, personalized care plans, and a consistent service experience that encourages rebooking and patient loyalty. When patients understand where they're going next, retention and revenue improve. Retention Is Built Through Systems, Not Hope Patient retention isn't accidental. It comes from clear processes, team training, and data-driven decisions. • Train providers and front desk teams on every service offered • Use targeted marketing and patient outreach to reactivate inactive patients • Build treatment plans that extend three, six, or nine months into the future • Track rebooking rates and provider utilization regularly • Create membership programs that support long-term engagement • Standardize scripts to improve consistency across the patient journey The practices that maximize revenue are often the ones that create predictable systems around the client experience. Providers Should Be Advisors, Not Order Takers Patients don't come to your practice because they're experts in treatment planning. They come because you are. That means providers should confidently recommend the care they believe will produce the best outcome rather than allowing patients to "order off the menu." Whether it's upselling skincare, integrating wellness services, or recommending additional treatments, education is part of delivering high-quality care. Avoid making assumptions about what patients can or cannot afford. Present the best recommendation, explain the value, and allow the patient to decide what works for them. Data Creates Better Decisions—and Better Outcomes Successful med spa practices combine exceptional care with strong operational discipline. As your med spa scales, creating a profitable exit—or simply building a more sustainable business—depends on having systems that support both the patient experience and financial performance. The goal isn't simply to add more services. It's to build a practice where every touchpoint strengthens loyalty, improves outcomes, and supports long-term profitability. Follow Shannon & Keep What You Earn: Shannon Weinstein is the founder of a fractional CFO firm specializing in helping 7-figure aesthetics and wellness practices scale with clarity, cash flow, and confidence. Shannon is committed to helping med spa owners understand, fix, and maximize their business's enterprise value, offering actionable advice and resources, including a popular free video series specifically for aesthetics practice owners. Connect with Shannon: Fractional CFO Services and Executive Financial Review: https://www.keepwhatyouearn.com/ Connect with Shannon: https://www.linkedin.com/in/shannonweinstein Watch full episodes: https://www.youtube.com/@KeepWhatYouEarn Listen on your favorite podcast app: https://pod.link/1580071347 Instagram: https://www.instagram.com/shannonkweinstein/ The information shared is for educational purposes only and is not individualized financial advice. Aesthetics practice owners should consult a qualified professional before implementing financial strategies discussed here. About Abby Honaker: Abby Honaker is an aesthetics, wellness, and longevity strategist with more than 25 years of experience building and scaling healthcare businesses. Since 1998, she has worked across multiple sectors—including plastic surgery, dermatology, chiropractic, dental, aesthetics, wellness, and fitness—bringing a unique blend of clinical expertise and operational leadership to every stage of growth. A business graduate with more than 40 certifications spanning nutrition, health coaching, personal training, and athletic performance, Abby Honaker has launched multiple wellness clinics, helped lead her family's dental practices, and opened her own med spa after becoming a Master Aesthetician and Laser Technician. Having served in nearly every role within a practice—from provider and patient coordinator to brand manager, owner, consultant, and marketing lead—Abby Honaker specializes in helping clinics optimize operations, improve profitability, and scale sustainably. She is known for implementing modern growth systems, including AI-enabled operations, technology integrations, SOP development, and revenue strategies that support both expansion and successful exits. Connect with Abby: Instagram: https://www.instagram.com/abby_honaker/ LinkedIn: https://www.linkedin.com/in/abby-honaker-38bb1775/ Website: https://pinksky.life/
Music is more than entertainment — it's a form of healing. In this episode of the miniVHAN podcast, PJ Cowan, senior program manager of the nonprofit Musicians On Call, shares how they are transforming patient care through live music, emotional connection and whole-person care.
On today's episode, Dr. Mark Costes sits down with Dr. Parth Patel, owner of Revive Dental in Alpharetta, Georgia, to unpack his journey from associate dentist to owner of a thriving fee-for-service practice. Dr. Patel shares how his early exposure to different practice models helped him clarify the kind of dentistry he wanted to build, one centered on comprehensive care, patient relationships, and a high-touch experience. The conversation explores the realities of staying out of network, how his team communicates value to patients with PPO benefits, and why alignment in language, systems, and culture is critical from the first phone call through long-term retention. Throughout the episode, he emphasizes the importance of vision, intentional growth, premium patient experience, and building a practice that can scale without sacrificing identity. Be sure to check out the full episode from the Dentalpreneur Podcast! EPISODE RESOURCES https://revivemysmile.com https://www.truedentalsuccess.com Dental Success Network Subscribe to The Dentalpreneur Podcast
In this special collaboration between the Dietitians in Nutrition Support and Pediatric Nutrition Dietetic Practice Groups, we explore why understanding the patient perspective is essential to delivering truly patient-centered nutrition care.Host Christina Rollins is joined by Beth Gore, CEO of the Oley Foundation, and Michele Spurlock, a pediatric nutrition support expert, to discuss the realities patients and caregivers face while managing enteral and parenteral nutrition at home.Together, they share insights on transitioning from hospital to home, addressing gaps in care, building trust through better communication, incorporating patient goals into care plans, and the powerful role of peer support and community engagement. This conversation highlights how listening to the patient voice can help dietitians provide more compassionate, practical, and effective nutrition care that improves both outcomes and quality of life.Resources:Oley FoundationAcademy of Nutrition and Dietetics Practice ResourcesTune in for valuable lessons every dietitian can apply to strengthen patient relationships and enhance nutrition support care.
Lara Klick is the Founder and President of Klick Advisors LLC. She is based in Tampa Bay, Florida, USA. Klick Advisors is a trust-centered consulting practice that helps healthcare leaders and teams navigate high-stakes moments with clarity, empathy, and courage. Lara heard our episode from March where Melanie Disse explored why companies ask for feedback, but don't use it. She suggested that this subject could be explored futther with a focus on healtcare and the Patient Experience - so Mark Hillary called Lara to explore feedback, PX, and designing better healthcare experiences. Lara has already recently published a new book titled 'Simple Doesn't Mean Easy' - entirely focused on improving patient experience. https://www.linkedin.com/in/lara-klick/ https://klickadvisors.com/ https://www.amazon.com/Simple-Doesnt-Mean-Easy-Improvement/dp/B0GY47KDF2 https://cxfiles.libsyn.com/cxfiles/melanie-disse-melanie-disse-consulting-acting-on-customer-feedback Summary: Lara Klick, founder of Klick Advisors, discusses the importance of acting on customer feedback, particularly in healthcare. She highlights that healthcare organizations often collect vast amounts of data but struggle to utilize it effectively. Klick emphasizes the need for specialized leaders, a supportive culture, and personalized data delivery. She shares an example where gamification increased nurse compliance from 25% to 75% in three weeks. Klick also stresses the significance of treating complaints as opportunities and co-designing improvements with patients. Her book, "Simple Doesn't Mean Easy," offers insights from her 30 years of experience in healthcare feedback.
Boost Patients | Convert More Leads Into Patients | https://www.boostpatients.comBoost follows up with your New Patient Inquiries 24/7, within 60 Seconds. Their Patient Concierge team calls, texts, and emails potential patients, following up for months and scheduling new patient consultations directly onto your calendar.
At 25, Jace Yawnick was building a career in health and wellness sales, chasing growth, status, and the usual young adult fantasy of getting somewhere fast. Then his body stopped cooperating. Fatigue turned into chemotherapy. The diagnosis was primary mediastinal B cell non Hodgkin lymphoma, and the rest of his life split into before and after. Now in remission, he talks about cancer the way people actually live it, not the way nonprofits package it. He gets into survivorship, mental health, young adult isolation, and the deadening absurdity of prior authorization. One of the sharpest parts of the conversation lands on a simple American insult disguised as policy: treatment innovation means very little when insurance can still deny the scan, the drug, or the next step. Jace has seen that firsthand, including during routine monitoring after active treatment. This episode tracks what happens when a young cancer patient becomes a public voice and refuses to play mascot. It covers oncology, insurance, remission, advocacy, and the long mental hangover that follows survival. It also names the part too many institutions dodge: the system works great right up until it doesn't, and when it fails, patients get handed the bill, the panic, and a camera if they want anyone to care. RELATED LINKSJace Beats CancerJace Yawnick on LinkedImConquer Cancer ArticleCURE Today ArticlePyure BrandsFEEDBACKLike 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.
Healthcare is filled with great ideas, promising technologies, and passionate clinicians, but why do so many innovation efforts fail? In this episode, Dale Ellicott joins Dr. Andrea Austin to explore what it really takes to create sustainable change in healthcare. From his early experiences introducing groundbreaking rehabilitation technologies to his current work at Rely Health, Dale shares lessons about resistance to change, organizational alignment, and the importance of putting patients first. Together, they discuss the realities of value-based care, the challenges clinicians face when navigating fragmented healthcare systems, and the growing role of AI in supporting, not replacing human connection. Dale explains how Rely Health combines agentic AI with human care navigators to help patients schedule appointments, access transportation, connect with primary care, and overcome barriers that often lead to poor outcomes and avoidable readmissions. The conversation offers practical guidance for clinicians, leaders, and innovators who want to move beyond pilot programs and build solutions that truly improve healthcare delivery. They discussed: How a values-based decision shaped Dale's career in healthcare innovation Why healthcare organizations struggle to adopt new technology The dangers of "pilotitis" and failed innovation projects How AI-powered care navigation improves patient follow-up Lessons for clinicians who want to become successful change-makers
What if the most important care in the entire healthcare system is also the most underfunded? While hospitals and inpatient reimbursements rise with inflation, the physician fee schedule has quietly declined roughly 33% in real terms over 25 years — and this year it's facing another cut. In this episode, Jamie Preston sits down with Your Health CEO Matt Staub, just back from Capitol Hill, where he spent a record-setting 95-degree day meeting with seven legislative offices to advocate for physicians, providers, and the patients they serve across rural South Carolina, Georgia, and beyond. What follows is part field report, part reflection on why preventive primary care saves money and lives — and why we plan meticulously for weddings, retirement, and vacations, but treat our own health with a "call us if something happens" approach. In this conversation: Why a 2.5–5% physician fee cut hits frontline rural practices hardest The bipartisan doctors' caucus and the real appetite for reform Why winning can come from a loss — the Kobe Bryant mindset on process over outcome How a Disney ride (Spaceship Earth) reframes humanity's whole story around communication The case for proactive, team-based primary care over reactive sick visits Press play for a conversation about advocacy, communication, and a simple, powerful idea: the change you need to make starts with you.
What if educating your people so well that they could leave was exactly the point? At Your Health, that's not a risk to manage — it's the philosophy that built an entire learning ecosystem. In this episode, Jamie talks with Aubrey Wall, who came to Your Health from a background in education and now leads Your Health University, the organization's learning management system and continuous-development engine. Aubrey brings an educator's eye to a fast-evolving healthcare environment, where best practice changes by the day and meeting patients where they are demands that staff never stop learning. Here's what you'll hear: Why a healthcare company runs 12-month, Department of Labor–registered apprenticeships — including programs in management, value-based care, population health, and hospice aide preparation How gamification is being built into nurse instruction (straight from Aubrey's dissertation research) The difference between Your Health University (your classroom) and the Hub (your resource library) How LinkedIn Learning delivered roughly $4.2 million in CEUs to staff last year Meeting Leah — the new AI assistant that helps employees find exactly the right course If you've ever believed growing your people is a cost rather than the whole point, this conversation will change how you think. Press play, then go ask Leah a question. www.YourHealth.Org
What happens when artificial intelligence starts giving healthcare providers their time back?In this episode of TechTalk, Brad Cost and Dr. Jay Greenstein sit down with Blake Head, Vice President of Product & Strategy at PracticeTek, where he oversees product development and innovation for ChiroTouch (a leading chiropractic EHR and practice management software). In this episode, these three explore how AI is reshaping the future of chiropractic and healthcare technology.Blake shares his journey from working directly inside provider offices to leading product strategy for one of the largest chiropractic EHR platforms in the country. The conversation dives into the challenges providers face with documentation, workflow inefficiencies, patient engagement, insurance reimbursement, and how emerging AI tools are helping solve them.You'll learn:How AI is reducing after-hours documentation for providersWhy better technology can lead to stronger patient relationshipsThe role of AI in improving compliance and claims managementHow healthcare practices can leverage automation without losing the human touchWhy the future of healthcare may be "our agents versus their agents"Whether you're a chiropractor, healthcare leader, practice owner, or technology enthusiast, this episode offers a fascinating look at how innovation is transforming the provider experience—and what comes next.Tune in to hear how AI, patient experience, and smarter workflows are creating new opportunities for healthcare practices to grow while delivering better care.To connect with Blake, visit ChiroTouch.com, check out his LinkedIn at Blake Head, or shoot him an email at Blake.Head@PracticeTek.com
At 20 years old, newly arrived from Puerto Rico and trying to build a future in science, Benjamin Suarez Jimenez found himself sitting in front of two senior faculty members accused of plagiarism. He knew the material. He had done the work. His mistake came from failing to cite class notes during an exam because nobody had told him that was expected. In a matter of minutes, he watched what felt like his entire career flash before him.On this episode of Standard Deviation, host Oliver Bogler examines the hidden architecture of academic science through the experiences of Dr. Benjamin Suarez Jimenez, Assistant Professor at the University of Rochester and a neuroscientist studying PTSD, anxiety, trauma, and spatial cognition through virtual reality and video game environments.Benjamin traces his path from Puerto Rico to the mainland United States, through the NIH, Columbia University, and eventually to leading his own laboratory. Along the way, he encountered a series of barriers that had little to do with scientific ability and everything to do with access to unwritten rules. From academic gatekeeping to grant writing expectations, he learned that success in biomedical research often depends on knowledge that never appears in a textbook.Oliver explores how those invisible obstacles shape careers, influence research funding, and determine who gains access to opportunity. The conversation also examines the Justice, Equity, Diversity, and Inclusion Program at the Life Science Editors Foundation, which pairs scientists from underrepresented backgrounds with experienced scientific editors. Through that mentorship, Benjamin transformed a critical grant proposal into a successful pilot award that helped launch an NIH R01 application.The discussion extends beyond one scientist's experience. Benjamin describes helping a former mentee navigate dissertation roadblocks that threatened her graduation, illustrating how institutional bureaucracy can delay careers and discourage talented researchers. Together, they explore the hidden administrative burden, cultural barriers, and bias that many scientists carry alongside their research, and what happens when someone who receives support turns around and opens the door for others.RELATED LINKSLife Science Editors FoundationBenjamin Suarez Jimenez LabDr. Benjamin Suarez JimenezBenjamin Suarez JimenezFEEDBACKLike 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 episode of Quality Matters examines the growing role of digital wellness and chronic condition management programs and the challenge of measuring what truly matters. Host Rachel Harrington is joined by Peter Robertson of the Purchasing Business Group on Health and California Quality Collaborative and Kevin Masci of Omada Health to discuss how digital health solutions can help address rising healthcare costs, workforce shortages and fragmented care experiences. Peter and Kevin explain why meaningful engagement goes far beyond app downloads and login counts. Instead, successful programs focus on sustained participation, patient-centered goal setting, integration with primary care and measurable improvements in health outcomes. The conversation explores how employers, health plans and providers are evaluating digital solutions through clinical outcomes, patient-reported outcomes, utilization measures and value-based contracting arrangements. The guests also discuss one of the most important challenges facing digital health: trust. Privacy, transparency, data security and clear communication about how patient data is collected and used all play critical roles in long-term adoption. The episode concludes with a Patient Voice segment featuring Brandee Hicks, who shares her firsthand experiences using digital health tools, highlighting both the convenience they offer and the ongoing challenges around interoperability, digital literacy and maintaining support after programs end. Highlights Beyond Logins and Clicks Meaningful engagement isn't about how often patients open an app. It's about helping people achieve their health goals through sustained participation and measurable outcomes. Measuring What Matters Guests discuss the growing use of clinical outcomes, patient-reported outcomes, utilization data and value-based contracting to assess digital health program performance. Trust Is Essential Digital health solutions must address concerns around privacy, transparency, data security and how patient information is stored and shared. The Patient Perspective Brandee Hicks shares how digital tools can improve organization, access and self-management while also revealing gaps in continuity, support and interoperability. Looking Ahead The future of digital health depends on better integration with primary care, more personalized engagement strategies and stronger measurement frameworks that prioritize patient outcomes. Key Quote: "If we're really serious about improving health outcomes, we have to move beyond measuring clicks and logins. The real question is whether people are achieving meaningful progress toward their health goals—and whether these programs are creating lasting value for patients, providers and purchasers alike." — Kevin Masci Time Stamps: (02:20) Meet Peter Robertson (03:45) Meet Kevin Masci (05:53) Why Digital Solutions Matter (10:01) Care Coordination, Not Care Fragmentation (11:52) Defining Meaningful Patient Engagement (15:07) Why Consistent Measurement Matters (18:32) Measuring Outcomes in Value-Based Contracts (21:12) Data Stratification, Risk Adjustment and Performance Guarantees (27:22) Privacy, Trust and Transparency in Digital Health (30:44) The Future of Digital Wellness and Chronic Care Management (35:08) Patient Voice: Brandee Hicks (40:25) Patient Challenges, Access and Continuity of Care (45:23) Key Takeaways and Closing Thoughts Dive Deeper: Connect with Peter Robertson Connect with Kevin Masci Connect with Brandee Hicks Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.
On today's episode, Dr. Mark Costes and Ashlee Hirschfeld continue the Back to Basics series with a conversation on lifetime patient experience. They discuss why every patient interaction matters, how one great experience can lead to years of loyalty and referrals, and why practices need to intentionally map out each touchpoint in the patient journey. Mark and Ashlee also cover the importance of phone etiquette, consistent patient handoffs, post-op calls, patient recognition, and grassroots relationship-building in the community. From creating raving fans to reconnecting with local businesses, this episode is a reminder that strong systems and genuine human connection are still the foundation of practice growth. Be sure to check out the full episode from the Dentalpreneur Podcast! EPISODE RESOURCES https://www.truedentalsuccess.com Dental Success Network Subscribe to The Dentalpreneur Podcast
Zach Wood, Chief Product and Strategy Officer at Artera, and Meg Jackson, Director of IT for Beauregard Health Systems, join to discuss patient engagement in a rural healthcare setting that previously relied on minimal patient communication, relying on phone calls. The introduction of two-way texting has increased patient engagement, streamlined appointment scheduling, and improved medication adherence. In communities with fewer landlines and limited broadband and computers, this secure texting solution is easy to use and available on patients' mobile devices for convenient access and an effective way to supplement in person care. Zach explains, "Artera works with a very broad set of provider organizations, ranging from specialty clinics to health systems to even federal agencies. We have about a thousand customers that we serve and have organizations like Beauregard that partner with us very closely in rural environments." Meg elaborates, "We may have had some phone calls going out to patients before Artera, but no text reminder. So this was a brand new world for us. We wanted to bring more to the text message, to the patient on their personal devices. We live in a rural area, so maybe broadband is less accessible in our area. So we were trying to bring something to their devices for the patient." "Well, everyone today has a cell phone. Not everyone has a computer. A lot of people don't even have home phones anymore. So we wanted to get that as a text message to the patient, where they could just respond to it. The beauty of Artera, which first drew me to Artera, was the two-way communication. The patient can initiate the conversation without ever having been a patient here before. They can text the main number of our facility and start a conversation, and we can even have different rules set up on the Artera side, where it could trigger a certain conversation based on the patient's keywords. So that really empowers us to make it more customizable for our patient communication." #Artera #BeauregardHealthSystem #DrFirst #EmpoweredPatient #MedicationAdherence #HealthEquity #RuralHealth #HealthcareInnovation #PatientEngagement #DigitalHealth #RuralHealth #PatientExperience #HealthIT #SecureMessaging Artera.io Beauregard.org Download the transcript here
John D'Alesandro, a healthcare operations guru, Amplefi stresses that generally, healthcare operations do not suffer from a lack of staff or technology but from a failure to properly define goals and understand healthcare as a complex system. The reliance on outdated processes and the misapplication of technology has led to the introduction of AI into the environment without first addressing foundational system flaws. He advocates for a simpler, common-sense approach rather than platitudes about patient safety, ensuring that AI models are not trained on inaccurate data from broken systems or undocumented workarounds. John asks, "What is healthcare? Well, healthcare is a ton of things. What is the patient experience? Well, depends on the patient. So when we use these generic terms, they tend to cloud the performance of the system. So I think the first place we need to start is to say something like, " What's an ER experience that we're proud of?" If it's four hours, then it's four hours. But if it's longer or shorter than that, we need targets and reference models to know what we're doing, because we're adding a lot of things and a lot of complexity. We're not really realizing that those are systems. Those systems, when they produce friction, get hit on the frontline. The front lines have to deal with vague, unclear expectations." "Patient experience isn't smiling. It's delivering your care in a reliable way. People get frustrated because they sit around waiting and wondering what the heck's going on. So I think just spending a little bit of time defining everything in your hospital, because every hospital's different." #Amplefi #DigitalHealth #PatientExperience #HealthcareInnovation #ConnectedHealth #PrecisionMedicine #HealthcareOperations #WorkflowDesign#OperationalExcellence #HealthcareSystems #FixTheProcess #BeforeCareBreaks #StructureMatters #ProcessOverTools #StopScalingChaos #HealthcareOperations #HospitalWorkflow #ClinicianBurnout #HealthSystems #AIinHealthcare #Telehealth #CareCoordination amplefi.com Download the transcript here
John D'Alesandro, a healthcare operations guru, Amplefi stresses that generally, healthcare operations do not suffer from a lack of staff or technology but from a failure to properly define goals and understand healthcare as a complex system. The reliance on outdated processes and the misapplication of technology has led to the introduction of AI into the environment without first addressing foundational system flaws. He advocates for a simpler, common-sense approach rather than platitudes about patient safety, ensuring that AI models are not trained on inaccurate data from broken systems or undocumented workarounds. John asks, "What is healthcare? Well, healthcare is a ton of things. What is the patient experience? Well, depends on the patient. So when we use these generic terms, they tend to cloud the performance of the system. So I think the first place we need to start is to say something like, " What's an ER experience that we're proud of?" If it's four hours, then it's four hours. But if it's longer or shorter than that, we need targets and reference models to know what we're doing, because we're adding a lot of things and a lot of complexity. We're not really realizing that those are systems. Those systems, when they produce friction, get hit on the frontline. The front lines have to deal with vague, unclear expectations." "Patient experience isn't smiling. It's delivering your care in a reliable way. People get frustrated because they sit around waiting and wondering what the heck's going on. So I think just spending a little bit of time defining everything in your hospital, because every hospital's different." #Amplefi #DigitalHealth #PatientExperience #HealthcareInnovation #ConnectedHealth #PrecisionMedicine #HealthcareOperations #WorkflowDesign#OperationalExcellence #HealthcareSystems #FixTheProcess #BeforeCareBreaks #StructureMatters #ProcessOverTools #StopScalingChaos #HealthcareOperations #HospitalWorkflow #ClinicianBurnout #HealthSystems #AIinHealthcare #Telehealth #CareCoordination amplefi.com Listen to the podcast here
Zach Wood, Chief Product and Strategy Officer at Artera, and Meg Jackson, Director of IT for Beauregard Health Systems, join to discuss patient engagement in a rural healthcare setting that previously relied on minimal patient communication, relying on phone calls. The introduction of two-way texting has increased patient engagement, streamlined appointment scheduling, and improved medication adherence. In communities with fewer landlines and limited broadband and computers, this secure texting solution is easy to use and available on patients' mobile devices for convenient access and an effective way to supplement in person care. Zach explains, "Artera works with a very broad set of provider organizations, ranging from specialty clinics to health systems to even federal agencies. We have about a thousand customers that we serve and have organizations like Beauregard that partner with us very closely in rural environments." Meg elaborates, "We may have had some phone calls going out to patients before Artera, but no text reminder. So this was a brand new world for us. We wanted to bring more to the text message, to the patient on their personal devices. We live in a rural area, so maybe broadband is less accessible in our area. So we were trying to bring something to their devices for the patient." "Well, everyone today has a cell phone. Not everyone has a computer. A lot of people don't even have home phones anymore. So we wanted to get that as a text message to the patient, where they could just respond to it. The beauty of Artera, which first drew me to Artera, was the two-way communication. The patient can initiate the conversation without ever having been a patient here before. They can text the main number of our facility and start a conversation, and we can even have different rules set up on the Artera side, where it could trigger a certain conversation based on the patient's keywords. So that really empowers us to make it more customizable for our patient communication." #Artera #BeauregardHealthSystem #DrFirst #EmpoweredPatient #MedicationAdherence #HealthEquity #RuralHealth #HealthcareInnovation #PatientEngagement #DigitalHealth #RuralHealth #PatientExperience #HealthIT #SecureMessaging Artera.io Beauregard.org Listen to the podcast here
Dr. Sarah Matt trained as a burn surgeon, working in a field where patients arrive with catastrophic injuries and survival depends on speed, skill, and resources. She left the bedside after confronting a limit that medicine does not like to admit. One physician can only see so many people in a day. The system surrounding those patients decides the rest. She moved into health technology, held leadership roles in startups, and built global infrastructure at Oracle to scale care across populations. Then she watched billions of dollars in digital health and AI initiatives stall out when they hit real clinical environments.This episode follows that pivot from surgeon to strategist and back into direct patient care in rural New York, where she now treats uninsured patients, migrant workers, and communities pushed to the margins. The conversation centers on a persistent failure across healthcare systems. Products get built for regulators, executives, and investors instead of the people who use them. The result shows up in failed adoption, broken workflows, prior authorization delays, and rising physician burnout.The discussion cuts through health policy language and lands on lived consequence. The system rewards speed over usability, scale over trust, and compliance over care. Patients absorb the fallout. Physicians carry the liability. The incentives remain intact.RELATED LINKSDr. Sarah MattThe Borderless Healthcare RevolutionThe Clinical RealistJessica FedererSovatoFEEDBACKLike 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.
What if your healthcare team already knew what happened during your hospital stay — before you even explained it? What if someone on your care team noticed you were struggling on a Saturday and simply showed up? In this episode, Jamie sits down with Christopher Laffey, Nurse Practitioner at Your Health, to break down what a truly connected, proactive model of care actually looks like when it's working. Christopher practices in North Charleston, SC, where his team — nurses, therapists, social workers, community health workers, and more — functions less like a traditional office practice and more like a living, breathing safety net woven around each patient's real life. What you'll hear in this episode: Why most patients are failing not because nobody cares, but because the system itself is fragmented — and what doing it differently actually looks like on a Tuesday morning The real difference between "patient-centered" as a marketing phrase and patient-centered as a daily practice (hint: it involves seeing the medication bottles on the kitchen table) A powerful real-life story of a bedbound patient whose caregiver suddenly disappeared — and how the team mobilized over a weekend, on their own time, to prevent a hospitalization The single mindset shift every clinician needs to make the transition from visit-based thinking to longitudinal care Why "value-based care" doesn't mean discounted care — it means the organization is accountable for your outcomes, not just your appointments If you've ever left a doctor's appointment feeling more confused than when you walked in, this episode will show you what healthcare can feel like when it's actually designed around you. www.YourHealth.Org
In the late 1980s, a child exposed to fallout from the Chernobyl disaster lay in a hospital bed while doctors told his family there were no clear answers and no reliable path forward. Decades later, that same child, Yan Leyfman, walks into exam rooms as a hematology oncology fellow, expected to deliver clarity inside a system that still runs on delay, uncertainty, and institutional self preservation.This episode traces the throughline from early life shaped by radiation exposure and hospice level uncertainty to a career inside academic medicine, translational research, and oncology media. Yan built his identity around survival and usefulness, moving from patient to physician while carrying the memory of what it feels like to sit on the other side of the table. He helped launch MedNews Week during the COVID crisis to push back on misinformation and expand access to medical knowledge, stepping into a public role while still in training.The conversation stays grounded in the friction between personal narrative and system reality. Clinical training demands efficiency, hierarchy, and emotional distance. Cancer care demands time, clarity, and human connection. Those forces collide in real patient encounters where prior authorization delays, insurance barriers, and fragmented care pathways shape outcomes as much as any treatment protocol.Yan speaks openly about mentorship, belonging, and the drive to make meaning out of survival. The discussion pushes further into what the healthcare system actually rewards, what it quietly strips away, and how quickly empathy can erode under institutional pressure. The episode also examines the role of medical media, where education, industry influence, and narrative control often blur together.This is a conversation about identity under construction, about what happens when someone who remembers powerlessness steps into a role that carries authority, and about whether that memory can survive long enough to change anything.RELATED LINKSYan Leyfman on LinkedInYan Leyfman on InstagramSurviving ChernobylFEEDBACKLike 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.
New Patient Group™ (Formally known as the Doctor Diamond Club Podcast)
Send us Fan MailSeeing fewer orthodontic patients can sound like a recipe for weaker relationships, but we've found the opposite can be true when you rebuild the patient journey with intention. I'm joined by Dr. Robert Shafer in a guest-slash-co-host role, and we get real about what actually breaks when a practice adopts remote monitoring: the casual check-ins, the personal connection, and the small moments that make families feel known. Private practice growth is more about patient experience than outside your doors marketing. That is where the Brian Wright Show will transform your private practice into a thriving people business. We walk through how to revamp the existing patient experience using digital workflow, not just gadgets. That means better note-taking around the human side of care, training the team to read and use those notes, and creating hospitality that feels more like a five-star service experience than a rushed healthcare visit. We also dig into the refinement scan appointment and why tools like iTero can create a true “wow” factor when you use them to show progress, educate parents, and drive compliance.Then we get specific about communication inside remote monitoring. If the only messages patients get are corrections, you're training non-compliance and damaging trust. We talk about tone, positivity, when video beats text, and how consistent encouragement can keep Invisalign and braces patients engaged even if they only come in a handful of times during treatment.If you want better compliance, stronger referrals, and a practice that wins word of mouth, hit play and take notes. Subscribe, share this with a colleague, and leave a five-star review if it helps you rethink how you run your orthodontic patient experience.Click here to follow The Brian Wright Show PodcastClick here to subscribe and watch on The Brian Wright Show YouTube Station Thank you to our SponsorsNew Patient GroupWrightChat
Matthew Zachary is a brain cancer survivor, healthcare advocate, founder of Stupid Cancer and We the Patients, and host of Out of Patients. In April 2026, he returned to the stage at Merkin Hall near Lincoln Center for his first solo public piano concert in almost 22 years while launching his debut book, We the Patients: Understanding, Navigating, and Surviving America's Healthcare Nightmare.What unfolded became far larger than a concert.Over 2 hours, survivors, clinicians, advocates, nonprofit founders, journalists, pharmaceutical sponsors, and healthcare insiders gathered in one room to reflect on 30 years of survivorship, institutional failure, accidental advocacy, and the emotional afterlife of cancer. The evening moved through original piano performances, live chapter readings, and deeply personal conversations about infertility, disability, financial toxicity, insurance denials, grief, burnout, and what happens when patients spend decades navigating systems designed around transactions instead of continuity.Guests including Wendell Potter, Maimah Karmo, Craig Lustig, Shelly Fuld Nasso, Tamika Felder, and others reflected on how the modern cancer advocacy movement emerged largely because patients built parallel systems where healthcare infrastructure failed to meet human needs. The conversation explored how prior authorization, reimbursement incentives, administrative fragmentation, and institutional distrust continue shaping the patient experience across oncology and survivorship.The performance also marked a deeply personal milestone. After brain cancer compromised his left hand at age 21, Zachary spent 6 months rehabilitating both hands to return to public performance for the first time in over 2 decades. The result became part concert, part civic gathering, and part historical record of a generation of survivors who refused to disappear quietly.RELATED LINKSMZLIVE Official WebsiteMZLIVE YouTube VideoFEEDBACKLike 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.
What if the biggest barrier to better healthcare outcomes is… the blood draw itself? In this episode, Web Golinkin, President at Babson Diagnostics, discusses how his company is reinventing blood testing with a patient-friendly, fingertip-based system. He explains why traditional venipuncture drives anxiety and non-adherence, and how BetterWay improves both experience and outcomes. He also shares how automation and simplified workflows reduce operational burden and expand access points for care. Finally, he explores why patient experience is becoming the key competitive differentiator in ambulatory healthcare. Tune in to learn how rethinking a decades-old process could unlock better care, better business, and better patient engagement. Resources: Connect with and follow Web Golinkin on LinkedIn, visit his website, or reach out via email! Follow Babson Diagnostics on LinkedIn and explore their website! Learn more about BetterWay here!
Today's episode is a very special one. We are joined by Anna and her mother, Chelle, to discuss what it is like to live with Leber congenital amaurosis (or LCA) and to understand the patient experience of receiving retinal gene therapy with Luxturna, the first FDA approved gene therapy in medicine. Subscribe to the podcast: https://MayoClinicOphthalmology.podbean.com Follow and reach out to us on X and IG: @mayocliniceye
Amanda breaks down how leading plastic surgery and medical aesthetics practices are elevating every touchpoint, from patient photos to staff training. Drawing from her day-to-day work with practices, she shares practical insights on why your consult starts earlier than you think—and how small changes can leave a lasting impression that drives loyalty and growth.Guest:Amanda Taylor, Director of ConsultingAmerican Society of Plastic SurgeonsHost:Anna Browning, VP of Aesthetic SalesNextechAbout Nextech: Industry-leading software for dermatology, medical spas, ophthalmology, orthopedics, and plastic surgery at https://www.nextech.com/
In December 1996, a 37 year old pharmaceutical executive sat in a Borders bookstore reading medical textbooks on the floor, trying to understand a disease she had never heard of. Multiple myeloma carried a three year prognosis. Her daughter was 18 months old. Her father had just died of cancer. Within weeks, she pushed her doctors to say the quiet part clearly. This would likely end her life before her child entered kindergarten.Kathy Giusti refused to accept passive survival. She built a plan while the system offered fragments. She interviewed oncologists and fertility specialists at the same time. She pursued IVF to have a second child while preparing for treatment. She stayed employed to keep insurance coverage. Every decision carried financial, medical, and emotional risk.That same urgency exposed a deeper failure. Cancer research moved slowly. Academic centers guarded data. Clinical trials lacked coordination. Patients entered a system that demanded compliance without providing clarity. Giusti responded by building the Multiple Myeloma Research Foundation, not as a support group, but as an operating engine to accelerate drug development, fund research, and force collaboration across institutions.This episode tracks the tension between individual agency and systemic failure. Giusti describes how patients navigate diagnosis, insurance barriers, and fragmented care in real time. She explains how data, genomics, and clinical trials reshape cancer treatment while still leaving patients responsible for decisions they are not trained to make. She addresses disparities in access, the limits of early detection, and the reality that progress in oncology often depends on speed, funding, and alignment of incentives.The conversation moves between lived experience and structural critique. It names the cost of delay, the burden placed on patients to act as their own advocate, and the tradeoffs required to push a system forward that still protects itself first.⸻RELATED LINKSKathy GiustiMultiple Myeloma Research FoundationFatal to FearlessAmerican Society of Hematology⸻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.
For the 193rd episode of the Healthcare IT Today Podcast, we are talking about trends in healthcare marketing and patient experience! We kick this episode off by discussing how we think the healthcare website is changing this year. Then, we debate where we think AI is affecting how patients seek and receive care. Next, we share the marketing message that surprised us at the Swaay.Health LIVE conference. Lastly, we conclude this episode by talking about our key takeaways from Swaay.Health LIVE that we think health IT leaders need to know. Here's a preview of the topics and questions we discuss in this episode: How is the healthcare website changing in 2026? Where is AI changing how patients seek and get care? What marketing message surprised you at the Swaay.Health LIVE conference? What are the key takeaways from Swaay.Health LIVE that Health IT leaders need to know? Now, without further ado, we’re excited to share with you the next episode of the Healthcare IT Today podcast. We publish a new Healthcare IT Today podcast every ~2 weeks. Thanks to our friends at Healthcare Now Radio, you’ll be able to listen to the latest episodes of Healthcare IT Today on their radio station for the first two weeks. Then, we’ll be publishing each episode as a podcast and YouTube video here after it finishes on the radio. You can also subscribe to the Healthcare IT Today podcast on any of the following platforms: Apple Podcasts Google Podcasts Stitcher Podcast Radio TuneIn Spotify iHeartRadio Pandora Thanks for listening to Healthcare IT Today and if you enjoy the content we’re sharing, please rate the podcast on your favorite podcasting platform. Along with the popular podcasting platforms above, you can Subscribe to Healthcare IT Today on YouTube. Plus, all of the audio and video versions will be made available to stream on HealthcareITToday.com. If you work in Healthcare IT, we’d love to hear where you agree and/or disagree with the perspectives we shared. Feel free to share your thoughts and perspectives in the comments of this post, in the YouTube comments, with @Colin_Hung or @techguy on Twitter, or privately on our Contact Us page. Let us know what you think of the podcast and if you have any ideas for future episodes. Thanks so much for listening! Listen to Our Latest Episodes:
Hosts Colin Hung and John Lynn discuss Trends in Healthcare Marketing and Patient Experience. To stream our Station live 24/7 visit www.HealthcareNOWRadio.com or ask your Smart Device to “….Play Healthcare NOW Radio”. 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
Digital Empathy: Rethinking the Patient Experience with John Deutsch of Bridge On this episode host Tom Testa sits down with John Deutsch, CEO of Bridge, for a conversation about one of healthcare's biggest ongoing challenges: creating a patient experience that actually feels connected, transparent, and human. John shares why so many healthcare organizations are struggling under what he calls a “technology soup” of disconnected scheduling, intake, messaging, payment, and engagement tools, and how that fragmentation creates frustration for both patients and care teams. The discussion explores Bridge's philosophy of “digital empathy,” a belief that technology should reduce friction, build trust, and strengthen the relationship between patients and providers instead of adding more complexity. To stream our Station live 24/7 visit www.HealthcareNOWRadio.com or ask your Smart Device to “….Play Healthcare NOW Radio”. 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
In this episode, Dr. Corey Malnikof discusses: Scaling from one clinic to 24 locations Building a patient-focused clinic culture Marketing strategies that work for doctors AI, SEO, and social media marketing Advice for growing a successful practice Key Takeaways: “Marketing works best when it comes from authenticity. If you truly love helping people, then marketing simply becomes sharing that passion with your community.” – Dr. Corey Malnikof “Scaling a practice requires systems, leadership, and the willingness to step into uncertainty before growth happens.” – Dr. Corey Melnikov “Doctors don't always need bigger budgets to grow. Many of the best patient acquisition strategies are free and relationship-driven.” – Dr. Corey Malnikof Connect with Corey Malnikof Email: drcorey@palmercare.com Business: palmercaregroup.com Twitter: @palmercaregroup @coreymalnikof Connect with Barbara Hales: Twitter: @DrBarbaraHales Facebook: facebook.com/theMedicalStrategist Business Website: TheMedicalStrategist.com Email: info@TheMedicalStrategist.com YouTube:@barbarahales LinkedIn: https://www.LinkedIn.com/in/barbarahalesBooks: Content Copy Made Easy 14 Tactics to Triple Sales Power to the Patient: The Medical Strategist TRANSCRIPTION (241) Building a Patient-Focused Chiropractic Brand Dr. Barbara Hales: “Welcome to another episode of Marketing Tips for Doctors. I’m your host, Dr. Barbara Hales. Today, you’re in for a rare treat. We have Dr. Corey Malnikov here with us. He is the CEO of Palmer Care Group, a healthcare organization operating 24 chiropractic clinics across the whole United States. He is an entrepreneur, speaker, and leader known for building high performing teams, scalable systems, and world class patient experiences. Today we’re going to dive into what actually works when it comes to marketing for doctors, how to attract the right patients, grow your practice, and build something that truly scales. Welcome to the show.” Dr. Corey Melnikov: “Thank you for the introduction. Always fun to hear all of that in 111 share. Thank you.” Dr. Barbara Hales: “When you first started out, did you see patients at that time?” Dr. Corey Melnikov: “Yeah, no, I was a.. I’ve been in practice for 21 years. I saw patients probably up to about seven or eight years ago, I had about 10 clinics at the time, and so I was a full-time guy. I loved seeing patients that they literally had to kind of rip it out of my hands for me to stop, but I kept cutting back. I kept.. I went from full-time to Monday, Wednesdays, and then just Mondays, and then I think I got to the point where I had a patient laying down, I was listening to what my doctors were saying, I was listening to the front desk, I was thinking about the other clinics, and I just felt bad for not being there 100% for the patients, and so, yeah, it’s been probably seven eight years, and I’ve been running the clinics instead of in it, but is there a long time?” Dr. Barbara Hales: “What made your practice unique in compared to other chiropractic offices around? Did you have multiple streams of income? Where were there additional services that others didn’t provide? Were there products that you felt your patients could use? Like, what is it that made you different,” Dr. Corey Melnikov: “yeah. And I will say, you know, with 24 clinics, you know, when doctors are into different things, we do have all sorts of different techniques and instruments and things that we use on patients, but really, what makes us different is I always tried to create this atmosphere, you know, I was a big Starbucks junkie in the beginning, you know, and I was trying to open a practice, and you know, I thought I’d graduate, put a shingle up, you know, the Red Sea would part, patients would line up, I’d take care of them, and the reality, like most, most entrepreneurs find out, is you open up, and then you know nothing. So I studied a lot, I studied Amazon, I studied Nordstrom, I studied the Ritz, I studied Disney, and I studied Starbucks, and Starbucks talked about how Starbucks was meant to be the third home, right? You had home, you had work, and then Starbucks,” Dr. Barbara Hales: “but no, I thought no drive-through, right?” Dr. Corey Melnikov: “Right, exactly, no drive-thru, but I thought, you know, a chiropractic clinic, a wellness clinic, should be the third home, not Starbucks. And so I kind of wanted to create this atmosphere, and I was always really big into personal and professional development for my doctors, for my staff, and even for my patients. So we tried to build a place, and we always talked about when patients come into our place, if their anxiety is high, we’re going to lower their anxiety to peace, and if their energy is low, we’re going to bring their energy up. And so for us, it was all about the experience, the second you walked through the door, the way you were greeted, the way you were treated, the way your case was managed, and how we kind of had an impact on every aspect of your life, emotional, physical, chemical, and treatment. And so that was the goal, and for me, that’s what’s made us different. It’s just the culture and the place we created,” Scaling From One Clinic to 24 Locations Dr. Barbara Hales: “that’s wonderful. Now, before you had your first offshoot, you must have been a little bit nervous about doing that. Would opening up another location divide my patients, or would I succeed? You know, walk me through that, and how, and how you did succeed.” Dr. Corey Melnikov: “Yeah, I had no intentions of having 24 clinics. I had every intention of opening one clinic and trying to make it as successful as humanly possible, being a big part of the community and making that who I was. The reality was I opened a clinic, didn’t know what I was doing, figured out what I was doing, and then very fast grew it. I had been renting a room while I was waiting for my clinic to get built with from another chiropractor, and when he kind of saw how fast I built it, he said, “You know, my friend is selling a practice, I’ll go buy it, I just need you, you can be 5050 partners, no money, and you just fix it, and so that second clinic. Was just kind of like I couldn’t do anything else in my current clinic. My wife was about to join me, so we couldn’t, we couldn’t fit any more patients there. So the second clinic was like literally completely unpredicted, but man, it was fun. You know, I got to drive down, I was about 45 minutes away, go to this clinic that was, you know, pretty much failing, and then take it from where it was and grow it up, and so, yes, it was scary, but I’ll tell you, the scarier step wasn’t that second one, because the first one was successful, the second one was just fixing, but I went from two clinics to four clinics in a blink, and the scary part of that was, you know, I had no money, and then I started to make a little bit of money. Then we got the second clinic, and then I started to make a little bit more money, and I got four clinics, and I have negative money. So that was where I learned about the scariness of expansion. You know, when you, when you want to expand and you want to scale, you just, you have to be willing to step into this world of fear, where you’re going to take a few steps backwards before you step forwards, and that’s kind of been not to go off subject, but that’s been the whole thing, right? I went from money to no money, and then from four clinics to 10 clinics, where I went way backwards, and then got caught up, and then from 10 clinics to 20 clinics, and every time we make a massive growth, now I have to expect that fear and expect that, and just be willing to make that jump and be prepared.” Dr. Barbara Hales: “What’s really interesting is, I think many people hearing your story would think, well, by the time you got to the second or third one, you had, you had it down, and it was just going to be gravy after that.” Dr. Corey Melnikov: “Yeah, yeah. No, you know, it changes, you know. Five clinics is you right? I can see patients full time and still have my fingers on everything, but it’s not me anymore, right? There has to be a C suite. There has to be an infrastructure that I built and pay for for people to run our systems and run our marketing and run our HR and to run our everything, so with every clinic you add, you are limiting your ability to accomplish the job that you would normally do, and now you have to replace yourself with somebody who is paid and trained by you, so it’s a learning curve, because none of us, you know, on this podcast, I think your listeners, the doctors, none of us are trained entrepreneurs, trained businessmen, trained business women, we just have to learn as we go and study as hard as we can, and all of it’s a learning curve, but it’s a fun ride if you take” Dr. Barbara Hales: “it, when you started realizing that other people would be taking over the roles that you once were actively doing. Did you feel bad about it, or were you just so excited that it didn’t matter?” Dr. Corey Melnikov: “No, no, you know, you don’t want to let go of those. You grip them, death grip those. Not only do you not want to give them up, but then you know you have to learn very quickly that you can’t micromanage, right? So, like, I’m going to allow you to do second interviews and decide if this person has the ability to do the job, and I have to be able to, like, not give my approval on every employee that gets hired, and that is a very difficult thing to do, so no, every step along the way, every time you hand something off, you know, yes, you watch it a bit in the beginning, but you have to have the ability to not watch it if you want to grow, and that’s very difficult.” Marketing Strategies That Actually Work for Doctors Dr. Barbara Hales: “So, what would you say to them about that?” Dr. Corey Melnikov: “Yeah, so there’s so much, it’s never ending. I mean, you know this with all the people that are on this podcast, there’s just so much great stuff out there, but it really, for me, becomes very dependent on geography, because digital marketing is absolutely amazing, and it is so deep now. I mean, yes, you can do Instagram posts, Facebook posts, LinkedIn posts, Twitter posts, YouTube posts, there’s Google post, there’s Google ads, and all that stuff works amazingly. You’ve got to learn all of that and use all of that, but there’s some geographies, like I have some geographies in Texas, that are, have such a congested digital footprint, like so many people in that congestion, that the ROI and the responses for that, you know there’s no way I could scale clinics there if that was what we did, so like in Northern Virginia, I’ll spend a lot of money on Google Local and Google Ads, and on boosts on some of our social media, so that would become very well known in the, in the neighborhoods, versus you know, in Texas, what works very well is being out in the community, meeting all the professionals that I can refer to, and that can refer to me, that are doing health screenings at different health fairs, that are doing lunch and learns in different companies, and so we use all kinds of tactics. Now, do I also do some digital marketing in Texas? Of course, but I don’t spend a lot, and do I also do all the other things in Northern Virginia? Yes, but I don’t push it a lot, you know. You’ve got to figure out what’s working. I think you know when I talk to people on the phone and they’re trying to get their marketing to work. I think part of the problem is they’ve got 15 different things going, and then these don’t work, so they try this and this doesn’t work, so they try this. You know, you got to focus in, and if, if, if somebody else can get this marketing to work in your area, so can you. So, instead of quitting it, dive into it, you know, learn why, why it’s not working, what you can do to make it work.” Dr. Barbara Hales: “Absolutely, and you know people are, so you know, scrambling for AI in their practice, without realizing that some of the old school techniques really work the best, and that it’s not something that they should forget about. People, after all, want to have a relationship with you, they want to actually see you, talk to you and hear what your views are, so you know, getting out there and introducing yourselves to people, both you know, prospective patients, but also to physicians in the area that can refer to you.” Dr. Corey Melnikov: “Yeah, doctors and professional referrals. I mean, we talked to this about our doctors all the time, if the only thing you did was have two lunches a week with referral partners, and you did that every week, you’d have 104 lunches a month, and if 10% of those people like you, that’d be 10 people sending you patients every month. So there’s professional referrals, is one of the most amazing things. I will say old school is kind of funny, because we just started doing some postcards again. Now that’s from like a decade ago. I’m going to tell you, the response, the response in some of our areas on like these postcards is insane. So, there is some old school stuff.” AI, Social Media, and Modern Healthcare Marketing Dr. Corey Melnikov: “And AI, I right now, by the way, also, I mean, I know everybody wants to dive into it, and I think they should. AI, right now, is the wild wild west, because there’s nobody knows for sure, but we do know that feeding it, and doing, you know, AI, oh, doing, doing the search engine optimization, which is now for AI, is absolutely amazing. I think if I can give one piece of advice on something like AI, and even, you know, social media marketing, and things like that, I think that doctors, because we were, we want to be doctors, and that we don’t want to be the professional marketer. Too many times, doctors will go out and find this is the best company to do AI marketing for me. This is the best company to do lead generation for me, and they like hand it off and forget it. So, the one thing I would say is you’ve got to learn it right, and it’s not that hard. You can jump on YouTube and say, you know, put in a video, teach me how to do AI SEO, you can go into Chat GPT and just say, “Tell me the top 100 things I need to know. You really have to learn how to do it. So, I always like lead generation AI. I learn how to do it to the point that I’m dangerous enough that I could do it, and then I don’t. And then I hire a company, because then I can watch what they’re doing, and I can make pivots, and I can give suggestions, and I don’t just take the results for what they are. So, so get into AI marketing, get into all this stuff, but for the love of God, know what you’re doing first.” Dr. Barbara Hales: “Absolutely. How actively involved are you in creating videos for your patients on the sites” Dr. Corey Melnikov: “I I’m actively involved in, and by that I mean like maybe twice a month I get with our social media people, and they shoot videos with me, so that’s about as active as I am. And then they do all the editing and posting and everything for group, which is kind of the umbrella. The individual clinics is me giving them what I want them to record and do right, and then I have a separate crew that then edits and posts those, but at the end of the day I’m really just looking at how many posts are we doing, when are they going up, what are the statistics, what are the results. So I’m all KPI driven.” Advice for Doctors Growing Their Practice Dr. Barbara Hales: “That’s great, so what advice would you give to our, you know, physicians and chiropractors that are listening today? You know, like two pieces of advice that they could implement right away.” Dr. Corey Melnikov: “Yeah, well, number one, you know, when I talk to chiropractors and they’re like, I don’t have enough new patients, or I talked to functional medicine, I talked to any of these guys, and I don’t have enough new patients, right. And then it’s, I don’t have the budget for it, because there’s, there’s so much stuff that’s free. You can right now shoot videos and post it on six different platforms. You can right now go stop by an office and drop your cards and meet a professional. You can right now go bring bagels and coffee to a bank before they open. Introduce yourself and tell them about your clinic. There’s so many free things you can do right now. If you don’t have enough new patients, it is just because you are not trying hard enough. It exists. You just have to do it, and no one can make you do it. But you could post 50 posts on social media right now, if you wanted to, right, and talk about who you are, you know, talk about what you do, and your community will absolutely love it. And then, you know, the only other thing I would tell you is, you know, have a goal, like, okay, I don’t have enough new patients for the love, like, what is enough new patients, and why did you pick that number, like, and if that’s your number, give me the action steps of how you’re going to get it. So, there’s a million ways to get new patients, right? If you, if you’re stuck and your brain is like, I can’t come up with one, then go on Chat GPT, Chat GPT, and say, give me 25 ways to get new patients right now that cost me nothing, and then you can do it, but work towards a goal, right? Say, I want 27 new patients this month, and here’s the action steps I’m going to do. You do those two things. I just don’t know how you can’t have enough new patients.” Dr. Barbara Hales: “Do you have a program yet on how to instruct physicians to follow in your footsteps?” Dr. Corey Melnikov: “Yeah, that’s good question. No, right. So we have all the programs for all of our doctors and CAS, you know. For me, right now, it’s just that there’s so many people that reach out about what we’re doing. My thought process was, let me just give it out for free, let me answer any questions. There’s really nothing for me to gain from this, except for, hey, doctors are helping a whole lot of people. I want you to help a lot of people. I want you to do more, and if I can be of any help for you to do that, then do it. Use me.” Dr. Barbara Hales: “That’s wonderful. So, what else would you like to tell our listening audience that maybe I haven’t touched upon lately, you know? Yet,” Dr. Corey Melnikov: “Well, you know, your podcast is marketing. You know, the only, the only other thing I’ll say about. Marketing is this. I’ve always looked at marketing is, you know, if you love what you do, if you absolutely love what you do, then marketing is just your extension of your love for what you do out into the community. And how many different ways can you come up with doing that? And if that’s what you’re doing, if the only thing you’re really doing is sharing what you love with the community, because you know it will make an impact. Then all of the negative things that we think of when it comes to marketing, the sales process, the I don’t want to do this, I don’t want to do that, all that goes away because the second you are locked in to all I want to do is help, then that’s all you’re ever doing, you’re just offering your value, and because it’s coming from such an authentic place, it works. It just works, you know. I used to go out to health screenings, and my goal was I wanted to meet one person that I could show them an alternative to maybe a surgery they were doing, and because the only thing I was doing, they were sitting there talking to people about health and wellness. I ended up with all these new patients. It just has to be authentic. You just have to figure out why this means so much to you, and then all you have to do is share that, and that’s all marketing is. It’s just you sharing who you are with the world.” Dr. Barbara Hales “That is wonderful advice. And with that, I would like to thank you for coming here. And listeners, this is, you know, a great guy, as you have seen and heard, and his company is called Palmer Care Group, and you can reach out to him at Palmer Care group.com We’ll also have that in the show notes, in case you don’t know how to spell it, or you probably forget it, as I have said it, but you know this guy has some great moves, and you need to see what he’s done and follow along. If you do that, you’re sure you’re sure there’ll be bumps, but you know what, you’re sure to meet with success. So, thank you so much for being on the show today with us, Corey” Dr. Corey Melnikov “Thanks for having me.” Dr. Barbara Hales 22:10 “This has been another episode of Marketing Tips with the Doctors, with your host Dr. Barbara Hales and Dr. Corey Malnikof. Till next time,” The post Scaling the Patient Experience first appeared on The Medical Strategist.
Amniotic Fluid Embolism Foundation24 Days Without You TrailerKey Takeaways: Amniotic fluid embolism is a rare but highly fatal condition (top five cause of maternal death) that is unpredictable, unpreventable, and poorly understood—requiring robust team preparedness and emergency protocols in all delivery settings. Trauma-informed care and robust postpartum mental health support for both parents are essential, as maternal survival from AFE does not guarantee emotional recovery or immediate bonding with newborns. Patient registries and research participation are critical to advancing understanding of rare maternal conditions; the AFE Foundation's registry helps clinicians collect data that may eventually make AFE predictable or preventable. Pregnancy after AFE is possible with informed decision-making: data shows zero recurrence in documented cases, allowing survivors to pursue subsequent pregnancies when supported by knowledgeable healthcare teams. Storytelling and documentary filmmaking can serve as powerful clinical and educational tools, providing healthcare workers with closure, perspective, and motivation beyond traditional textbook learning. Quotable Moments "Amniotic fluid embolism, despite the name, isn't actually an embolism that happens in a pregnant woman or a pregnant patient. It is an anaphylactic type reaction to amniotic fluid that enters maternal circulatory system." "I woke up 17 days later in the ICU without my baby... and during the course of my 17-day treatment, a lot of things went wrong." "I think we've had a lot of people say like, oh, tell us about how magical it was the first time you brought them in. And was it so happy and so just heartwarming? But it really discounts the trauma that's there." "Even in a typical birth where nothing happens to mom and nothing happens to baby, it's very normal to not have that magical click where all of a sudden you lay eyes on this baby and it's this instant bond that forms." "We focus a lot as we should on preventable maternal deaths... And so obviously that is the priority right now. And I caveat that with spina bifida also used to not be preventable and it was unpreventable until we understood what caused it." Show Notes by BarevalueNo content or comments made in any TIPQC Healthy Mom Healthy Baby Podcast is intended to be comprehensive or medical advice. Neither healthcare providers nor patients should rely on TIPQC's Podcasts in determining the best practices for any particular patient. Additionally, standards and practices in medicine change as new information and data become available and the individual medical professional should consult a variety of sources in making clinical decisions for individual patients. TIPQC undertakes no duty to update or revise any particular Podcast. It is the responsibility of the treating physician or health care professional, relying on independent experience and knowledge of the patient, to determine appropriate treatment.
Send us a MessageIn this episode of Culture Change RX, Sue Tetzlaff sits down with Chelsea Hoffrichter, registered nurse, nurse manager, and service excellence team leader at MyMichigan-Sault, to discuss how employee-driven teams are helping improve the patient experience in their rural healthcare organization.Chelsea shares the journey of transforming their service excellence work from a leader-driven approach to an employee-driven team structure - and the powerful impact it has had on engagement, creativity, ownership, and patient satisfaction scores.Is your healthcare organization needing a well-tested, proven and practical approach to strengthening employee engagement and improving the patient experience? Capstone has a couple options that might be just right for where you are and what you need. Connect with us to explore more: CapstoneLeadership.net/Contact-UsWe'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.net Learn more and register for the 2026 Healthcare Executive Forum - We look forward to seeing you on June 17-18 in Madison, Wisconsin!Hi! 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.
At 19, Shlomit woke up unable to speak. The right side of her body went numb. An emergency room sent her home and called it stress. That moment did not end in a diagnosis that changed policy or triggered reform. It sent her into a decade long pursuit of understanding how the brain fails language and how the healthcare system fails patients who cannot advocate for themselves.Shlomit trained as a speech language pathologist and spent years inside acute care hospitals and ICUs, performing endoscopies and treating patients with brain injury, stroke, and dysphagia. She watched medical teams rotate in and out, deliver dense updates, and leave families nodding without comprehension. She stayed behind and translated. Every day, patients told her she was the only one who explained what was happening. That gap is not an accident. Hospital systems optimize for throughput, not understanding. Patients move through beds based on cost, not readiness. Discharge planning becomes a financial decision wrapped in clinical language. A stay under 48 hours can shift the insurance burden dramatically, leaving patients exposed to higher out of pocket costs. Shlomit left the system and built Patient Path NYC, a private patient advocacy service. She now spends 15 to 20 hours a week per client reading charts, coordinating care teams, and translating medical decisions into plain language. Her work sits in the uncomfortable space between healthcare policy and lived experience. Families pay out of pocket to understand their own care. Hospitals benefit from the clarity she provides while maintaining the same structural incentives that created the confusion.This conversation tracks the human cost of fragmented care, the economics behind discharge decisions, and the quiet reality that patients who cannot communicate clearly often lose control of their own outcomes.RELATED LINKSShlomit LibertyShlomit Liberty on LinkedInPatient Path NYCBoard Certified Patient AdvocateFEEDBACKLike 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.
Forward - The Podcast of the Forward Thinking Chiropractic Alliance
Dr. Kevin Christie is a chiropractor, speaker, entrepreneur, and educator known for helping evidence-informed chiropractors build stronger businesses without sacrificing clinical integrity. He is the founder of Modern Chiropractic Mastery, a coaching and business development company focused on marketing, systems, leadership, and sustainable practice growth for chiropractors. Through years of owning and scaling practices, leading mastermind groups, and educating chiropractors around the world, Kevin has become a respected voice in ethical business development, patient-centered growth, and operational excellence. His work consistently emphasizes that great clinical outcomes and strong business systems are not opposing ideas—they should work together. In this episode, Dr. Kevin Christie joins host Dr. Bobby Maybee for a practical conversation on how chiropractic clinics can prepare for what may be a tighter and more competitive business landscape heading into 2026.Kevin and Bobby discuss why simply being “good” is no longer enough—and why clinics need to become truly remarkable by pairing clinical excellence with a stronger patient experience. FTCA Podcast #113 - Dr. Kevin Christie - Patient Experience Mastery Bobby Maybee DC Download BE SURE TO JOIN US AT THRIVE 2027!Let's take a moment to thank the partners that help make the Forward Thinking Chiropractic podcast possible.First up is Jane — one of the most user-friendly practice management platforms in healthcare. From scheduling and charting to payments and patient communication, Jane helps clinics run smoothly so you can spend more time focused on patient care and less time fighting your software.We're also proud to partner with Altra Running — makers of footwear built around natural foot positioning, with their signature FootShape toe box and zero-drop options that many active patients and movement-focused providers have come to appreciate.A big thank you to ChiroUp — an evidence-based clinical platform that helps chiropractors improve diagnosis, documentation, exercise prescription, and patient education. It's built for doctors who want to be both more efficient and better clinicians.Thanks as well to NCMIC — a company that has supported chiropractors for decades through malpractice insurance, business protection, and resources designed specifically for our profession.Shoutout to KMC University — helping chiropractors improve communication, documentation, compliance, and patient education systems so practices can operate at a higher level.And thank you to Portland Health Supply — providing affordable, tested clinical products and supplies for chiropractors who want dependable equipment without unnecessary markup.And finally, a quick mention of our own company, Chiropractic Success Academy — an online business education platform built specifically for chiropractors who want more clarity, better systems, and sustainable growth without gimmicks, guru nonsense, or high-pressure coaching models.
How can practices increase throughput without sacrificing the patient experience? In our latest athenahealth podcast episode, we highlight two upcoming athenaOne enhancements that streamline scheduling, improve patient communication, and reduce staff workload. From waitlist scheduling to AI-assisted patient conversations, these tools will help patients connect with care more easily and help staff focus on what matters most.
What if every "non-compliant" patient was actually a signal that the system isn't working for them? In this episode, Jamie sits down with Jaclyn Taylor, Clinical Strategy Director at Your Health and a nurse practitioner who started her career as a home-based provider in 2020 — thrown straight into the fire of COVID, isolated patients, and a healthcare world rewriting itself in real time. What she saw inside patients' homes — medications scattered on tables, food insecurity, missing transportation — changed how she thinks about every chart she's ever read. You'll hear: Why a nurse-first pathway gives nurse practitioners a fundamentally different lens than a medical school pathway — and why patients feel it What working across home care, telehealth, trauma, and wellness teaches you about treating the whole human, not just the diagnosis Why trauma surgery turned Jacqueline into a believer in proactive, longitudinal care — and what gets missed when we only meet patients after something has already gone wrong The two words she uses to describe what's most broken in traditional healthcare: fragmentation and misalignment How empathy stops being a poster and starts being operational — built into the design of care itself If you've ever felt invisible inside the healthcare system, or if you're the one trying to fix it, this conversation reframes the whole game. Press play. www.YourHealth.Org
In 2020, developmental biologist Dr. Crystal Rogers drove the country roads outside Davis, California crying between grant rejections, wondering whether she was about to lose her lab, her career, and the scientific future she had spent years building. She had already done what academia tells young scientists to do. She earned the credentials. She landed a faculty position at UC Davis. She built a lab. Then the real test began.On this episode of Standard Deviation, Dr. Oliver Bogler examines the unspoken rules that determine which scientists survive academic research and which quietly disappear from it. The conversation follows Crystal Rogers and cancer biologist Dr. Michelle Mendoza as they collide with the “Hidden Curriculum” of biomedical science: the unwritten rhetoric, institutional signaling, and grant writing strategies that often decide who receives funding, tenure, and long term stability.Michelle Mendoza entered a tenure track position at the Huntsman Cancer Institute while raising 3 children, navigating a divorce, and trying to secure major NIH funding during COVID. What looked like objective scientific review turned out to depend heavily on persuasion, presentation, and insider fluency. Established researchers could promise massive research agendas based on reputation alone. Junior investigators faced a completely different standard.Oliver traces how the Life Science Editors Foundation and its JEDI program intervened by pairing scientists with former editors from journals including Cell and Nature. The work had little to do with commas or grammar. Editors challenged logic, structure, and scientific framing before grant reviewers could destroy an application in public.Both researchers eventually secured career defining grants. One realized she would keep her job and not have to move her family. The other celebrated by ordering a personalized “DEV BIO” license plate and driving through Davis blasting nineties hip hop and Beyoncé.The episode exposes how biomedical research funding rewards institutional fluency as much as scientific talent, and how hidden systems inside academic medicine continue shaping who gets to stay in science long enough to make discoveries.RELATED LINKSDr. Crystal Rogers LinkedInDr. Crystal Rogers Faculty PageDr. Crystal Rogers LabDr. Michelle Mendoza LinkedInDr. Michelle Mendoza Faculty PageHuntsman Cancer Institute Mendoza LabLife Science Editors FoundationFEEDBACKLike 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 2008, Katy Talento walked away from Capitol Hill and into a Catholic convent. Within a year, she walked out. Within another decade, she sat inside the White House shaping health policy. Somewhere in between, she got labeled “infertile” after a single cycle of testing and spent years believing it.That label stuck. The pain that came before it never got investigated. Doctors offered birth control and moved on. No one asked why her body was struggling. No one followed the thread.Talento built her career inside the very systems she now critiques. She worked on federal health policy, global disease programs, and later advised the Trump administration on healthcare reform. She helped advance price transparency rules in a system where hospitals can still list 457 different prices for the same service.Then she left.Now she builds employer health plans that bypass insurers, PBMs, and traditional networks. Her approach replaces insurance contracts with direct payment, nurse navigators, and cost sharing models that promise simplicity but raise hard questions about risk and protection.This conversation sits in that tension.Talento describes a healthcare system shaped by layered incentives, where insurers, hospitals, and intermediaries profit from complexity. She argues that employers hold the leverage to disrupt it. The host pushes on what happens when patients fall outside those structures, when contracts disappear, and when community based models fail.The episode moves through infertility, misdiagnosis, insurance design, and the mechanics of employer sponsored care. It tracks how policy decisions made in Washington ripple into exam rooms, billing departments, and family lives.It also confronts a harder truth.Even insiders who understand the system can still get caught in it.RELATED LINKSAllBetter HealthKaty TalentoThem Before UsAn Arm and a LegRelentless Health ValueFEEDBACKLike 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.
The Hospitality StandardThere is a reason Michelin-star restaurants have people coming back again and again. It is not just the food. It is the way they make you feel from the moment you walk in the door to the moment you leave.Ashley Joves has spent years applying that same philosophy to dentistry at Smile & Co. In this episode, she breaks down exactly what she does so you and your team can start doing it too.The best part? None of this requires a renovation, a bigger budget, or a complete rebrand. It just requires intention."The way you make people feel is what they will remember, long after they've forgotten what you did or what you said." — Will GuidaraTactical TakeawaysThe "Stand and Greet" Rule: Why the physical act of standing up is the most important "unreasonable" move your team can make at the threshold.The Human-to-Human Exam: Leading with "Personalized Recognition" and genuine connection before ever looking at a chart.Eye-Level Connection: The physical requirement of removing the "patient napkin" and sitting eye-level to remove the power dynamic.The "Same Side" Hand-off: Implementing the "Seamless Handoff" at checkout to ensure patients feel like partners, not transactions.The Extended End: Using handwritten thank-you cards to "stick the landing" long after the patient has left your office.The "One-Inch Lead" ChallengeWill Guidara says you don't have to be 100% better than the competition; you just need a "one-inch lead" in a hundred different directions. Pick one physical shift from this episode to implement with your team tomorrow morning at 8:00 AM.Connect with Ashley: Instagram: @ashleyjovesdds Thank You to Our PartnersNet 32: The dental marketplace that helps practice owners stop overpaying for supplies. Compare and save at net32.com/themakingof.Studio 8E8 — Dentistry's story-driven growth agency for startups. s8e8.com/vslKasper Opportunity Finder: Fill those empty chairs and reclaim lost revenue with one click. Get it free at meetkasper.com/register.Support the showFind Out MoreThank 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 HEREAlso, 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!
As hospitals move toward Automation and Smart Buildings, we explore how Integrated Technology is transforming the Patient Experience. We discuss the infrastructure required to make "Smart Hospitals" a reality.
Forward - The Podcast of the Forward Thinking Chiropractic Alliance
Patient Experience Masterclass — one‑day event in London on 20 June 2026 hosted by Chiropractors Chris Chippendale and Kevin Christie — offers evidence‑informed, clinic‑ready strategies to align ethical, patient‑centred care with a healthy, profitable practice; register via FTCA website or Forward Thinking Chiropractic Alliance Facebook group. Learn to reframe “sales” as patient‑centred conversations and reject fear‑based tactics. In this episode we experiment with discussing apply five‑layer Patient Experience model (clinical competence, trust/emotional safety, clear communication, operational ease, measurable progress → empowerment) and adopt practical steps—retesting, co‑management, measurable outcomes and active self‑management—to improve outcomes, trust and referrals.
In a wooded campground cabin in the early 2000s, 19 year old Ben Unger stood in the doorway and watched 20 naked men form a circle around a crying teenager. A counselor held up two tangerines and shouted, “These are your balls.” The exercise claimed to cure same sex attraction by forcing young men to “reclaim” their masculinity from overbearing mothers. Phones had been confiscated. Parents had paid thousands of dollars. Religion supplied the script. Pseudoscience supplied the props.Ben had grown up in an Orthodox Jewish community in Brooklyn and later studied in Israel to become a rabbi. When he admitted he felt attracted to men, rabbis told him to eat 7 figs a day, immerse in a ritual bath 5 times daily, or marry a woman and trust that “if there's friction, it works.” At 19, he entered conversion therapy through an organization called Jews Offering New Alternatives to Homosexuality, known as JONAH. He left with depression, religious trauma, and 6 months of silence toward the mother he had been taught to blame.Years later, represented by the Southern Poverty Law Center, Ben helped sue JONAH for consumer fraud in a landmark New Jersey case. The argument centered on evidence, not theology. Sexual orientation cannot be changed. The jury deliberated for 3 hours and ruled against the organization. The verdict helped reshape how states regulate conversion therapy and protect minors from psychological harm disguised as treatment.Today, Ben runs Buff Personal Training in New York City, a gym built on autonomy, mental health, and self respect. His story traces the arc from institutional control to self authorship. The conversation examines religion, LGBTQ rights, conversion therapy, consumer protection law, and the lasting cost of being told your identity is a disorder.RELATED LINKSBen Unger on LinkedInBen Unger on InstagramBUF Personal TrainingSouthern Poverty Law CenterJONAHFEEDBACKLike 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 episode recorded live at the Becker's 16th Annual Meeting features Keith Elgart, Chief Executive Officer, Concierge Choice Physicians and Timothy P. Seibert, MPH Chief Administrative Officer & Executive Director — Primary Care Initiative, Weill Cornell Medicine. They discuss how hybrid concierge programs can improve physician satisfaction, enhance patient experience, and create sustainable revenue streams while maintaining equitable access to care.This episode is sponsored by Concierge Choice Physicians.
Drew Flugstad-Clarke never planned to work in brain cancer. She planned to play Division I soccer at Georgetown. She planned to paint. She even tried investment banking, answering emails at 4am in a cubicle that never slept. Then in June 2022 her father, Jim, was diagnosed with glioblastoma at 57. He died 1 day shy of 7 months later, just before his 58th birthday. His symptoms began with emotion, not seizures. A steady HR executive suddenly cried. His golf game slipped. By the time he entered the hospital for a scan, he did not leave without surgery. A subway poster for a 5K became a lifeline. Drew showed up. She found a community. She later joined the American Brain Tumor Association as Community Manager for the Eastern Region. This conversation walks through anticipatory grief, caregiving in real time, strategic numbness, and what it costs to curate hope when the median survival clock is already ticking.RELATED LINKSDrew Clark Flukestad on LinkedInTopor StudiosAmerican Brain Tumor AssociationGeorgetown University Women's SoccerFEEDBACKLike 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.
Hey Voices from the Bench community! Jessica Love here, sending a shoutout from Utah! If you're passionate about creating natural, beautiful smiles—but want to simplify your workflow without sacrificing aesthetics—this is for you. I'm honored to be part of Ivoclar's development team introducing a powerful new stain and glaze system featuring Structure Paste, IPS e.max Ceram Art. Create stunning depth and lifelike color in as little as one firing. Let's continue to innovate, simplify, and create meaningful change—one smile at a time. CAM has been a major topic lately, and a lot of that conversation keeps coming back to hyperDENT. But instead of just talking about the software itself, it's worth looking at real-world experience. Imagine USA has been using hyperDENT in their own lab for over 15 years. That kind of longevity says a lot—they're not just selling and supporting it, they're relying on it in their own production every single day. That's what really sets them apart. This week's episode brings it full circle as Elvis reconnects with one of the podcast's very first guests, Renata Bundy, now a longtime professor at New York City College of Technology. Along with her are two technicians who represent both sides of the journey—lab owner Roberto Rossi and workflow master Eugene Vega—creating a conversation that dives deep into education, mentorship, and what it really takes to succeed in today's dental lab world. Roberto shares his unlikely path from working sanitation in New York to building a thriving lab, Synergy Dental Studio, over nearly three decades. With a relentless focus on quality, constant improvement, and embracing digital (while still questioning it), he explains how his lab has grown into a tight-knit, high-level operation. Eugene adds perspective from inside the lab, describing his evolution from student to managing daily workflow, highlighting how important environment, mentorship, and work ethic are when transitioning from school to real-world production. Renata ties it all together from the educational side, reflecting on over 20 years of teaching and how the program has evolved alongside the industry—from analog fundamentals to digital workflows—while still preparing students for the realities they'll face after graduation. The group doesn't shy away from the tough truths either: low starting pay, steep learning curves, and the high dropout rate among new technicians. But the message is clear—stick with it, find the right lab, and the opportunity is there. It's a conversation about growth, grit, and the importance of surrounding yourself with the right people—whether that's in the classroom or the lab. And if nothing else, you'll learn that a little Italian lunch might just be the secret to building a loyal team.Special Guests: Eugene Vega, Renata Budny, CDT, TE, and Roberto Rossi.
Janine Durso spent 30 years inside pharmaceutical advertising shaping healthcare narratives before becoming a belief strategist and founder of The Believist. In November 2024, during a routine Zoom coaching session, she felt what she called a sharp, terrible pain in the right side of her head. Within hours she was in surgery for a ruptured brain aneurysm. She does not remember the ambulance, the ICU, or the first weeks that followed. She spent 5 weeks in intensive care, then 10 days relearning how to walk, calculate simple change, and manage basic cognition. Doctors later placed a stent and continue monitoring a second unruptured aneurysm.This episode traces the moment she told her husband something broke in my brain, the 14 days doctors called touch and go, and the slow mental rebuild that followed. It also examines insurance barriers that require 2 direct relatives with aneurysms before screening coverage, and why she now lobbies in Washington for change.RELATED LINKSJanine DursoThe BelievistBrain Aneurysm FoundationWhite Plains HospitalDr. Jared CooperFEEDBACKLike 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.
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