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Terry Mainous, MSN, RN, CMPE, Chief Nurse Executive and Vice President of Operations at Lee Physician Group in Fort Myers, Florida, joins our Healthcare Experience Matters Podcast this week to share an emotional story about learning from the mistakes of other people, and the role of empathy in delivering an unwaveringly excellent patient experience.
This discussion is highlighted by a moving story that Terry shares, involving her family and the extra spark it ignited within her to vow that her institution would never allow patient care to reflect an experience that makes patients, and their loved ones, feel neglected and unheard.
“There were many suggestions regarding [my father’s] care that I knew, both clinically and professionally, were not the right pathways for him. My objections were not listened to,” she told us.
“There was an attempt to overrule them, and it was a very stressful time for my family. I carry that with me because I don't want our patients to go through that same experience. I want all of our interactions with our patients to be positive and caring.”
It’s a simple message, but it goes a long way: learn from the mistakes of others and vow to do better. Furthermore, empathy can often be the best teaching tool moving forward.
Learn More: https://healthcareexperience.org/
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This week on the Healthcare Experience Matters Podcast, we are rebroadcasting our recent live webinar dedicated to HCAHPS and hosted by the Healthcare Experience Foundation coaching team.
Watch the video here: https://youtu.be/NF2zfUGvJ2k
This webinar offers essential insights for CEOs and Boards regarding the upcoming HCAHPS 2.0 changes and how to enhance patient care effectively in light of these changes.
During this conversation, we cover the most significant modifications to the survey that will be implemented in 2025. The webinar is co-hosted by Kim Bixler, HXF’s Vice President of Client Engagement, and Katie Owens, HXF’s President and co-founder.
After receiving strong feedback on our two popular HCAHPS 2.0 webinars earlier this year, we realized that a third round was necessary to explore additional topics. If you missed out on those previous broadcasts, you catch up by listening to Navigating The Important Future HCAHPS Survey Changes: https://healthcareexperience.org/hcahps-survey-changes/.
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This week, we’re gearing up for a November full of Leadership Certificate Program opportunities from the Healthcare Experience Foundation (HXF) by featuring this “best-of leadership” episode on the Healthcare Experience Matters Podcast.
This episode features snippets from previous podcast guests that quickly dive right into the essence of what defines effective healthcare leadership in these rapidly changing times, with 2025 right here on the horizon.
Click below for more information on attending one of these virtually-held leadership certificate programs, and hopefully, we will see you there in November:
Leadership Certificate in Physician LeadershipCertificate in Leading for Healthcare Experience Excellence -
In the latest episode of our Healthcare Experience Matters podcast, James Lonquist, MD, an accomplished cardiothoracic surgeon and expert in healthcare teamwork and leadership, joins us to explore the essential elements of teamwork in healthcare and their implications for leadership.
Kathleen Lynam, RN, MPA, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF) moderates today’s discussion.
When it comes to building teams and leadership in healthcare, Dr. Lonquist offers our listeners deep insights into what it takes to lead a successful team in the high-stakes healthcare environment, doing so candidly and utilizing the art of storytelling in this special podcast episode.
Learn More: https://healthcareexperience.org/leadership-teams
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Ramonita Jiménez, DNP, MPA, RN, NEA-BC, Chief Nursing Officer with Hackensack University Medical Center is our guest on the Healthcare Experience Matters Podcast this week for timely conversation on leadership empowerment.
Conducting today’s interview as our special guest host is Kathleen Lynam, RN, MPA, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF).
Learn more: https://healthcareexperience.org/leadership-empowerment
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Making a memorable repeat appearance on the Healthcare Experience Matters Podcast this week is Shari Gold. We dive into the extremely important topic of strengthening health equity to enhance healthcare quality.
We also explore the nuances of how equity and quality are intertwined—and inseparable—in healthcare.
Shari is a dedicated leader in the healthcare sector with a proven track record of serving others. She currently holds the position of Senior Vice President for Regulatory Compliance and the Chief Quality & Equity Officer at Bergen New Bridge Medical Center in New Jersey.
Learn More: https://healthcareexperience.org/health-equity-improved-quality
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We welcome Jody Thomas, PhD, the Chief Executive Officer of the Meg Foundation, to our Healthcare Experience Matters Podcast this week.
As a licensed clinical psychologist and internationally recognized expert in pain and pediatric health, Dr. Thomas is making her first appearance on our weekly show.
Words are powerful tools and should best be utilized with the precision of any other “medical device.”
As outlined in today’s interview, the language we use as parents, caregivers, and medical providers profoundly influences the experiences of undergoing medical procedures.
Learn More: https://healthcareexperience.org/language
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Denise Robinson, DNP, MPH, BSN, RN, WOCN, is a celebrated nursing executive with more than two decades of nursing experience. She joins the Healthcare Experience Matters Podcast this week to discuss effective strategies for navigating difficult conversations with healthcare colleagues.
As a nursing executive, this subject matter is near and dear to her heart, and she has extensive communication experience in tackling tough conversations with patients, colleagues, and fellow nursing leaders over the years.
She currently serves as Vice President and Chief Nursing Officer at Loma Linda University Medical Center – Murrieta (LLUMC-Murrieta), in California.
In recent months, Dr. Robinson has appeared as speaker with the Healthcare Experience Foundation’s (HXF) ongoing series of virtual certificate programs.
Learn More About Certificate Programs: https://sites.healthcareexperience.org/certificates/Learn More About Today’s Podcast: https://healthcareexperience.org/difficult-healthcare-conversations/ -
Healthcare Experience Matters Podcast veteran Dr. Joshua Schwarzbaum returns to the program this week to share his wisdom and compassion as we explore harnessing childlike curiosity to provide better, more empathetic interactions with our patients.
As a longtime emergency room physician in New York City, Dr. Schwarzbaum has spoken in-depth about strategies for finding common ground, exercising patience, and delivering exceptional bedside interactions with patients, no matter how distraught their situations may appear at first glance.
Much of today’s interview references the recent storybook Dr. Schwarzbaum has authored entitled, Listening for A Feeling Finds True Healing: A Guide To Healing From The Inside Out.
Learn More: https://healthcareexperience.org/curiosity
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In this week's episode of "Healthcare Experience Matters," we discuss disinformation in healthcare and provide tangible strategies for clinicians. Our guest is Geeta "Dr. G" Nayyar, MD, MBA. Dr. G is a globally recognized chief medical officer and technologist, as well as the Wall Street Journal bestselling author of "Dead Wrong: Diagnosing and Treating Healthcare's Misinformation Illness." Dr. G has appeared on CNBC, CNN, and CBS, and she previously served as chief medical officer for Salesforce and AT&T. Learn More: https://healthcareexperience.org/disinformation
https://healthcareexperience.org/disinformation
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What can be done when hearing loss impacts patient/provider communication and the overall patient experience? This week, Keith N. Darrow, Ph.D., CCC-A, is our guest on Healthcare Experience Matters to shed some light on this issue.
He also provides key insights into the difference between “hearing” and “listening,” and how these distinctions affect communication, ensuring that barriers to quality patient care are removed.
Dr. Darrow is a distinguished neuroscientist, clinical audiologist, certified dementia practitioner, medical researcher, and published author. His primary goal is to enhance health and well-being while promoting active aging by addressing the medical challenges associated with hearing loss and tinnitus.
This conversation dives deep into the significance of hearing in shaping patient experiences and highlights the importance of understanding both hearing and listening in healthcare settings.
Learn More: https://healthcareexperience.org/hearing-patients
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As we are now just one week away from the start of our new cohort for the Foundations in Inclusive Leadership Certificate program, we are joined this week on our Healthcare Experience Matters podcast by Elisa Grace, VP of Coaching at the Healthcare Experience Foundation (HXF), and Physician Coach George Mayzell. They join us to provide a preview of what this event is all about and explain why education surrounding inclusive leadership is more crucial in healthcare now than ever before in our profession's history.
As Elisa reminds us in the beginning of today’s podcast, please make your calendar for this Thursday as our new Foundations in Inclusive Leadership Certificate program takes place August 8th & 9th featuring in-depth, virtual learning from 11 a.m. to 3 p.m. CT each day. Earn your certificate in Foundations in Inclusive Leadership: Building environments of belonging that align with your mission, vision, and values.
Learn more and secure your spot here: https://sites.healthcareexperience.org/certificates/?utm_campaign=evergreen&utm_medium=forward&utm_source=hxf-website
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In this week’s edition of the Healthcare Experience Matters Podcast, we invite Leslie Pagel to the show. Leslie is an expert in customer experience (CX) strategy, here to discuss navigating the great balancing act of embracing technology, such as conversational artificial intelligence (A.I.), as it evolves drastically, without losing the human touch in healthcare.
She also debunks many of the fears surrounding A.I. in healthcare, such as job security issues and discusses the concerns that the patient’s experience with their provider will be robotic and automated.
Leslie closely studies and follows the radical changes that A.I. will bring to data management in healthcare. Her knowledge of CX makes her an ideal guest for this increasingly important discussion in our field.
This interview with Leslie helps us understand how to best prioritize patients’ needs while ensuring that none of the efficiencies gained from working with A.I. tools are overlooked.
As we’ve learned in previous discussions on this show, many of the advances related to the current A.I. boom present a strong opportunity to help healthcare workers prevent burnout if implemented carefully and strategically.
If you missed it, make sure to check out: Technology’s Evolving Role in Improving Patient Experiences by Craig Joseph, MD, FAAP, FAMIAIf there is one critical takeaway from this podcast, it’s that while technology evolves, it’s crucial to embrace what can be safely implemented while exercising great caution before doing so. As peer-reviewed literature and lawmakers struggle to keep up with the latest advancements in A.I., it’s vital to proceed carefully given the high stakes involved.
When it comes to the intersection of patient care and A.I. we are truly entering unprecedented times.
Learn More: https://healthcareexperience.org/ai-in-healthcare
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Craig Joseph MD, FAAP, FAMIA, is our guest this week on the Healthcare Experience Matters Podcast for a candid discussion on technologies’ evolving role in improving patient experiences and fighting burnout among healthcare workers.
As an accomplished speaker on this topic, Dr. Joseph highlights the importance of designing technological solutions in healthcare with a human-centered approach, focusing on how humans think and behave.
Throughout this episode, Dr. Joseph shared insights from his book, “Designing for Health, The Human-Centered Approach,” which emphasizes the need for intentional design in healthcare to prevent common mistakes.
With a career spanning nearly three and a half decades, Dr. Joseph has aimed to leverage technology to improve the interactions between physicians and patients as a recurring theme throughout his entire professional journey.
Dr. Joseph is a pediatrician by training. He holds certifications from the American Board of Pediatrics and the American Board of Preventive Medicine, specializing in Clinical Informatics.
Learn More: https://healthcareexperience.org/technology
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Joining our Healthcare Experience Matters show for the second time in as many weeks is Elisa Grace, the vice president of coaching here at the Healthcare Experience Foundation (HXF).
Elisa brings us insights on the power of embracing inclusion and belonging in healthcare while outlining the need for inclusive healthcare leadership and the challenges surrounding the language of DEI, the evolving terminology and brewing political debates, and the need to understand the historical context and evolution of language overall.
She drew from her personal experiences to highlight the impact of labels and the journey towards self-identification. Emphasizing the importance of dignity, respect, and equal opportunities, Elisa stressed the need for respecting differences while striving for inclusion, belonging, and equity.
The discussion also highlighted the leadership challenges in promoting cultural inclusion and emotional intelligence within today’s healthcare organizations.
Elisa emphasized the need for leaders to unlearn outdated practices, acquire new skills, and champion a culture of continuous growth and development. As this conversation wrapped up Elisa talked about the importance of investing time in training and education on these issues. There is an exponential impact an educated and curious leader can have on shaping the organizational culture.
You can earn your certificate in Foundations in Inclusive Leadership and embrace the power of inclusion. Look no further than the Inclusive Leadership Certificate from HXF. Join us for this upcoming session on August 8-9 featuring in-depth, virtual learning from 10 a.m. to 2 p.m. CT each day. Learn more: https://sites.healthcareexperience.org/certificates/diversity-equity-inclusion/
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This week on the Healthcare Experience Matters show, we’re interviewing Elisa Grace, the Vice President of Coaching at the Healthcare Experience Foundation (HXF). Elisa joins us to discuss coaching's role in elevating excellent patient experiences and showcasing some of its measurable impacts.
We also explore into the common myths and misconceptions surrounding coaching, clarifying what it is and what it is not. Furthermore, we look at how coaching can create a measurable impact on patient care and outcomes while introducing Elisa to our loyal podcast listeners with her first ever appearance on our weekly broadcast.
Learn More: https://healthcareexperience.org/
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Within a typical healthcare leader's journey and their rise in management ranks, it is not uncommon to transition from a colleague and friend to a position of authority.
When navigated properly in healthcare, this transition can be seamless, fruitful, and mutually beneficial to all parties involved, including the parent organization and the patients/communities it serves.
When mismanaged, this transition can be awkward, costly, and deeply consequential.
Joining us on our Healthcare Experience Matters Podcast this week is Kathleen Zwarick Shanley, PhD, CAE, PCC, ELI-MP. We will delve deep into this common occurrence in healthcare that requires caution and care.
Kathy is the founder and CEO of Statice and has been a C-suite executive for over three decades and is an official member of the Forbes Coaches Council, a certified association executive, and an International Coaching Federation credentialed professional coach. She also served on the American Association of Medical Society Executives Board of Directors and as an executive with the American Urological Association (AUA) for more than ten years.
You learn more about her by visiting her website: https://www.think-statice.com/
Physician Leadership Foundations
While our summer cohort of the Physician Leadership Foundations Certificate just wrapped up, it’s not too early to start thinking about attending our Fall cohort On November 4, 11, and 18.
You can learn more here: https://healthcareexperience.org/webinars/physician-leadership-foundations-fall-2024/
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Shari Gold is our guest this week on the Healthcare Experience Matters Podcast. She currently serves as Senior Vice President for Regulatory Compliance and the Chief Quality & Equity Officer with Bergen New Bridge Medical Center in New Jersey. She is a Healthcare Quality and Regulatory Compliance Executive, and we are honored to have her join our show to discuss the real-world benefits of engaging in cultural inclusion training.
As discussed in this week’s podcast, she recently attended a Healthcare Experience Foundation (HXF) Certificate Program on cultural inclusion, and she had a lot of great things to detail about the experience. Her commitment to professional development is unwavering and she encourages all healthcare staff and employees to make time for events such as these. The HXF Certificate Program in Diversity, Equity & Inclusion returns in August for a live, two-day virtual session.
You can join us on August 8-9 from noon to 4 pm ER each day, and learn more about it here: https://sites.healthcareexperience.org/certificates/diversity-equity-inclusion/
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This week on the Healthcare Experience Matters Podcast we are thrilled to share with you the rebroadcast of our HCAHPS 2.0 webinars covering the most important upcoming changes to the survey that will be headed our way in 2025.
Last month the Healthcare Experience Foundation (HXF) team delivered two free webinars designed to prepare you and your team for success with HCAHPS 2.0.
We provided a high-impact briefing on the expected changes to survey administration, including question modifications and eliminations, as well as the introduction of new domains and questions.
These webinars equipped attendees with the knowledge to leverage the new CMS HCAHPS survey, allowing you to concentrate and refocus your patient experience initiatives.
The discussions were led by HXF President, Katie Owens, MHA, CPXP, and were moderated by Kim Bixler, HXF’s Director of Client Engagement.
If you are interested in the slides from these presentations, or any of the accompanying resources discussed in these webinars, please send Kim a message here: [email protected] and she will send them over to you for free.
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In this week’s Healthcare Experience Matters podcast episode we are honored to be joined by compassionate patient advocate, David Ezon, MD, a pediatric cardiologist and associate professor of pediatrics with Mount Sinai Hospital in New York.
He's also the creator of The Patient Empowerment Workshop™, as well as the author of the new book Survive and Conquer: Your Guide When Illness Strikes.
Learn more about his Workshops: https://www.patientempowermentworkshop.com/Read about his Book: https://www.amazon.com/Survive-Conquer-Guide-Illness-Strikes/dp/B0CN1FD3TGToday’s conversation is moderated by Healthcare Experience Foundation President, Katie Owens.
As you’ll discover in this interview, Dr. Ezon’s deep-seated passion for patient advocacy is fueled by personal experiences, and it has led to an incredible professional journey.
More: https://healthcareexperience.org/empower
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