Episodes
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Patient experience is about making patient healthcare journeys better; in creating improved experiences, healthcare delivery staff often enjoy better processes and outcomes. But who is responsible for creating patient experience improvement? Where does one start? And are innovation and automation at the center of it all? Not necessarily says our latest podcast guest.
In this episode of the Key in to Quality podcast, Lacey Hart, Administrator, Experience Relationship Management (XRM), Quality Department, Mayo Clinic, says that experience design focuses on the gaps between the experience points along a patient’s journey. Hart, who leads a team of experience relationship design professionals, discusses how Mayo Clinic’s patient experience strategy has created powerful synergy between people, processes, and technology, resulting in better interactions—and relationships—with patients.
#mayokeyintoquality
Hosted by:
Hosted by: Timothy Morgenthaler, M.D., Vice Chair, Quality, Mayo Clinic, and Sheri Nemec, Consultation and Relationship Manager, Quality Department, Mayo Clinic
LinkedIn: Timothy Morgenthaler, M.D. and Sheri Nemec
Twitter: @DrTimMorg
Guest LinkedIn: Lacey Hart
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Volunteers fill many significant roles to support the human experience in healthcare. Hear from Erin Pittman, Director of Volunteer Services, who oversees volunteer programs, hospital gift shops and animal assisted services at Mayo Clinic Rochester.
Erin shares her perspectives about the complex field of volunteer management and the importance of understanding the impact of volunteers have in connecting with patients through empathy, kindness and human centered care. She discusses the process to engage volunteers and discover their personal “why” to volunteer. Erin describes the shifts and future innovations in volunteer services including embracing diversity and other success tips.
#mayokeyintoquality
Hosted by:
Hosted by: Timothy Morgenthaler, M.D., Vice Chair, Quality, Mayo Clinic, and Sheri Nemec, Consultation and Relationship Manager, Quality Department, Mayo Clinic
LinkedIn: Timothy Morgenthaler, M.D. and Sheri Nemec
Twitter: @DrTimMorg
Guest LinkedIn: Erin Pittman
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Missing episodes?
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It's been said that passion provides purpose, but data drives decisions. When it comes to patient experience data, both are true. Often, however, it is easy to focus on surface-level summaries while overlooking valuable insights or “golden nuggets.”
In this episode, Laurie Wilshusen, administrator, Quality Experience Research, Mayo Clinic expounds on 30 years of experience listening to patients through market research. While the state of the art has changed a lot throughout her career, she points to more contemporary tools such as natural language processing, which reveals the golden nuggets (what patients are saying about their experiences and needs) and efficiencies to organize it into actionable insights. Listen in as Ms. Wilshusen shares her thoughts how leaders can use and share data more effectively and empathically, and a glimpse into the future of measuring emotions, human connection, relationships, and trust.
#mayokeyintoquality
Hosted by: Timothy Morgenthaler, M.D., Vice Chair, Quality, Mayo Clinic, and guest host Kelly Vorseth, Quality Director, Mayo Clinic
LinkedIn: Timothy Morgenthaler, M.D. and Kelly Vorseth
Twitter: @DrTimMorg
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Research supports the connection between the patient experience, patient safety, and clinical outcomes. How do these health care factors intersect to support human connection and trust within clinical encounters? And why is that essential?
In this episode of the Key in to Quality podcast, Dawn Davis, M.D., department chair and consultant, Dermatology, Mayo Clinic, shares her thoughts on the patient journey: from first making an appointment to walking out of the hospital or clinic. According to Dr. Davis, the journey involves the patient, their family, caregivers, and providers, and requires a unique skillset to make personal connections, build trust, and help patients feel seen and heard. She says making patients the top priority in every interaction leads to better patient outcomes and increased satisfaction by patients and those caring for them.
#mayokeyintoquality
Hosted by:
Hosted by: Timothy Morgenthaler, M.D., Vice Chair, Quality, Mayo Clinic, and Sheri Nemec, Consultation and Relationship Manager, Quality Department, Mayo Clinic
LinkedIn: Timothy Morgenthaler, M.D. and Sheri Nemec
Twitter: @DrTimMorg
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Experiences are more than just a series of transactions between patients and healthcare professionals. In many instances, care involves deeply personal and often vulnerable human interactions—not just services but moments of trust. Healthcare can profoundly impact people on a personal level. How can we build a deeply human experience for both patients and caregivers?
In this episode of the Key In To Quality podcast, Sheila Stevens, MSW, administrator, Experience Training, Education & Coaching, Mayo Clinic, shares her team’s model for exceptional human-centered care experiences and how to train staff to deliver them.
#mayokeyintoquality
Hosted by: Timothy Morgenthaler, M.D. @DrTimMorg and Sheri Nemec
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Host: Timothy Morgenthaler, MD @DrTimMorg
Guests:
Paul Murphree, D.O., Vice President, Medical Outcomes, Wellstar Health System
Jennifer Giusti, MPA, BSN, RN, FACHE, Vice President, Clinical Outcomes, Wellstar Health System
The response to the global pandemic was a stressful and challenging time for healthcare organizations. It required resources to be focused on caring for those impacted and distracted from the ability to focus on Quality advancement and improvement. Today, quality leaders are expressing a desire and need to get “back to the basics” to refocus on improving quality outcomes. Join us for a series of three podcasts where we talk with quality leaders from Mayo Clinic Care Network organizations and learn what it means to them to “get back to basics” in quality and safety.
Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.
Connect with us on Twitter or Facebook using #mayokeyintoquality or at:
https://www.facebook.com/MayoClinic
https://twitter.com/MayoClinic
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Host: Timothy Morgenthaler, MD @DrTimMorg
Guest: Todd Pollock, Executive Director, Quality and Safety, St. Clair Health.
The response to the global pandemic was a stressful and challenging time for healthcare organizations. It required resources to be focused on caring for those impacted and distracted from the ability to focus on Quality advancement and improvement. Today, quality leaders are expressing a desire and need to get “back to the basics” to refocus on improving quality outcomes. Join us for a series of three podcasts where we talk with quality leaders from Mayo Clinic Care Network organizations and learn what it means to them to “get back to basics” in quality and safety.
Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.
Connect with us on Twitter or Facebook using #mayokeyintoquality or at:
https://www.facebook.com/MayoClinic
https://twitter.com/MayoClinic
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Host: Timothy Morgenthaler, MD @DrTimMorg
Guest: Carlos Quintero, M.D., Chief Quality Officer, Naples Comprehensive Health Carlos Quintero | LinkedIn
The response to the global pandemic was a stressful and challenging time for healthcare organizations. It required resources to be focused on caring for those impacted and distracted from the ability to focus on Quality advancement and improvement. Today, quality leaders are expressing a desire and need to get “back to the basics” to refocus on improving quality outcomes. Join us for a series of three podcasts where we talk with quality leaders from Mayo Clinic Care Network organizations and learn what it means to them to “get back to basics” in quality and safety.
Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.
Connect with us on Twitter or Facebook using #mayokeyintoquality or at:
https://www.facebook.com/MayoClinic
https://twitter.com/MayoClinic
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Host: Timothy Morgenthaler, MD @DrTimMorg
Guest: Jennifer Cowart, M.D., Patient Safety Officer and Consultant/Hospitalist, Hospital Internal Medicine, Mayo Clinic Florida https://www.linkedin.com/in/jennifer-cowart-b0860494
Hospitals commonly use huddles to create staff alignment on a wide range of operational, clinical, and other topics and functions. However, not all huddles deliver the desired effect of lasting impact and full staff engagement. Experts agree that one fundamental requirement of creating a safety culture is having a preoccupation with safety built into every workday.
In this episode, Dr. Cowart shares her experience with building a culture of safety through deliberate, strategic, and persistent hard work. She has dedicated much of her career to improving safety culture at Mayo Clinic and other institutions. Dr. Cowart provides useful insights on and practical recommendations for implementing daily huddles that foster trusting relationships, build leadership skills, and engage team members in creating safety culture.
Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.
Connect with us on Twitter or Facebook using #mayokeyintoquality or at:
https://www.facebook.com/MayoClinic
https://twitter.com/MayoClinic
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Host: Timothy Morgenthaler, MD @DrTimMorg
Guest: Subashnie Devkaran, Ph.D., Chair, Quality, Mayo Clinic
Hospitals can succeed or fail based on their patient safety reputation and records. Is it enough to claim being a “safe hospital” based on declining patient safety incidents or the goal of “zero harm?” How do you know your if hospital is truly a safe place for patients and staff?
Join us for the conversation with Subashnie Devkaran, Ph.D., Enterprise Chair, Quality, Mayo Clinic. In the discussion, Dr. Devkaran shares her thoughts about moving towards "Safety-II" concepts and the paradigm shift from achieving zero harm to being a high-reliability organization. She also discusses how artificial intelligence will be part of advancing health care quality and safety in meaningful ways for patients and staff.
Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.
Connect with us on Twitter or Facebook using #mayokeyintoquality or at:
https://www.facebook.com/MayoClinic
https://twitter.com/MayoClinic
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Host: Timothy Morgenthaler, MD @DrTimMorg
Guest: Adam Milam, M.D., Ph.D., Enterprise Medical Director for the Office of Health Equity and Inclusion (OHEI) for Mayo Clinic
How are health disparities being understood and addressed in your organization? How can you be a part of advancing the dream of health equity for all?
During this podcast, we have a conversation with Dr. Adam Milam an Anesthesiologist and Medical Director for the Office of Health Equity and Inclusion, Mayo Clinic, who is passionate about health equity and reducing disparities. Dr. Milam shares his leadership vision for Mayo Clinic to be the global leader in advancing health equity. He discusses how data has been used to better understand disparities in care, the connection between quality and equity, measuring progress toward equity, and some emergent advances for health equity such as digital platforms and A.I.
Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.
Connect with us on Twitter or Facebook using #mayokeyintoquality or at:
https://www.facebook.com/MayoClinic
https://twitter.com/MayoClinic
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Host: Timothy Morgenthaler, MD @DrTimMorg
Guests:
Hector Cajigas, M.D., Mayo Clinic @hectorrcajigas
Erin DeMartino, M.D., Mayo Clinic
Continuing the discussion on health equity, this podcast features two Mayo Clinic experts who share about a grassroots effort to engage and support students pursuing an education in health sciences.
In this episode entitled “Science Bound Scholars – an individual action program to improve diversity in STEM", Hector Cajigas, M.D. and Erin DeMartino, M.D., both pulmonary and critical care medicine consultants, Mayo Clinic, share about a program designed to inspire high school students. The program matches faculty members from Mayo Clinic with local high school students from backgrounds underrepresented in medical professions. Students are provided a mentoring experience that lasts until graduation, hopefully inspiring better representation and ultimately change.
Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.
Connect with us on Twitter or Facebook using #mayokeyintoquality or at:
https://www.facebook.com/MayoClinic
https://twitter.com/MayoClinic
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Host: Timothy Morgenthaler, MD @DrTimMorg
Guests:
Melanie Ryan, director, Accreditation and Certification, Mayo Clinic, (24) Melanie Ryan, J.D. | LinkedIn
Marquita Davis, director, Programs and Initiatives, Office of Healthcare Equity and Inclusion, Mayo Clinic,
(24) Marquita Davis, MPH | LinkedIn
Accreditation and certification standards have long reflected best practices for structures and processes that drive quality outcomes. But where does healthcare equity factor in?
In this podcast, two Mayo Clinic leaders talk about how The Joint Commission has implemented new standards that address disparities alongside of its traditional focus on elevating hospital patient safety and quality.
The conversation includes how Mayo Clinic evaluated and aligned the new standards with organizational priorities to reduce healthcare inequity, challenges encountered and the imperative of changing culture to successfully meet the new standards.
Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.
Connect with us on Twitter or Facebook using #mayokeyintoquality or at:
https://www.facebook.com/MayoClinic
https://twitter.com/MayoClinic
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Host: Timothy Morgenthaler, MD @DrTimMorg
Guest: Dawn Peters, Administrator, Office of Health Equity and Inclusion, Mayo Clinic
Medical progress has been at times amazing, but not everyone is receiving the benefits of these advances. Many studies show that healthcare outcomes are more influenced by zip codes than any other factor. The news is full of examples of how access to and processes of care are not equally distributed to all, and that biases—both personal and systemic—play a role in this inequitable and unethical situation. So---we have a lot to do to advance health equity for patients. Where will we start? This podcast discusses the history of Mayo Clinic’s Office of Health Equity and Inclusion, and current strategy and status, as we strive to support our patients in achieving optimal health equity outcomes.
Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.
Connect with us on Twitter or Facebook using #mayokeyintoquality or at:
https://www.facebook.com/MayoClinic
https://twitter.com/MayoClinic
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Host: Timothy Morgenthaler, MD @DrTimMorg
Guests:
Melissa Zwiefelhofer, CTM, CPP, Senior Security Manager, Global Security-Campus Operations, Mayo Clinic
Ryan Hatton, Manager, Global Security Operations Center and Security Technology, Mayo Clinic
With the rise in health care workplace violence, increased focus on preventing occurrences is essential to keeping hospitals and clinics safe for health workers and their patients. Without a doubt, technology has a role in mitigating workplace violence. In this podcast two Mayo Clinic security experts share insight into how the organization has stepped up its technology game to keep employees and patients safe and share how health care security systems can support psychological safety in addition to reducing potential physical threats.
Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.
Connect with us on Twitter or Facebook using #mayokeyintoquality or at:
https://www.facebook.com/MayoClinic
https://twitter.com/MayoClinic
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Host: Timothy Morgenthaler, MD @DrTimMorg
Guest: Allyse Hutchinson, R.N., performance improvement advisor, Mayo Clinic
Violence in the health care environment has steadily increased for more than a decade. Today, most nurses and physicians can recount a violent experience at work within the past year. The impact on health care workers—and ultimately on the care they provide—is a tremendous concern for health care administrators.
In the latest Key in to Quality podcast entitled “Workplace Violence Prevention: Leveraging Clinical Systems to Support Health Care Workers,” Allyse Hutchinson, R.N., performance improvement advisor, Mayo Clinic, discusses tactics to support care delivery that are employed with one goal in mind: keeping care givers and patients safe. Learn about how Mayo Clinic leverages clinical systems, including the electronic health record, a behavior safety planner, and visual indicators to support staff who may encounter patients with a history of violent behaviors.
The session is ideal for all health care leaders, safety and security professionals, and electronic health record support staff.
Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.
Connect with us on Twitter or Facebook using #mayokeyintoquality or at:
https://www.facebook.com/MayoClinic
https://twitter.com/MayoClinic
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Host: Timothy Morgenthaler, MD @DrTimMorg
Guests: Molly, Nurse Practitioner, Mayo Clinic and Tracey, Gift Shop Manager, Mayo Clinic
Across the world, hospital violence has been a quiet, growing epidemic. Did you know that health care workers are at five times greater risk of being injured by violence than employees in any other private sector industry? Since 2011, labor department data shows that hospitals have seen roughly a 60% increase in the rate of attacks reported against health care workers. What are the chances that you might be the victim of violence in your workplace? More importantly, how do you think that would affect you?
Today we are going to hear up close and personal from some people at the front lines and their experiences with workplace violence.
Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.
Connect with us on Twitter or Facebook using #mayokeyintoquality or at:
https://www.facebook.com/MayoClinic
https://twitter.com/MayoClinic
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Host: Timothy Morgenthaler, MD @DrTimMorg
Guest: Elizabeth (Beth) A. Braswell Pickering, M.P.H., Senior Informatics Analyst, Mayo Clinic
Famous American economist Arthur Fahrquhur once said, "Getting information from a table is like extracting sunlight from a cucumber." Those who work closely with quality data can relate to that. It is often difficult to extract what is important from large—and many times complex—sets of data.
One of the challenges has to do with learning how to represent complex sets of data in a way that provides clear understanding to others. When you are presented with a large table of data, what does it take to make meaning out of it? How to you interpret and share in such a way that can call others to action? This is especially important in health care where effectively engaging others and acting upon data can make a significant difference in patient care.
Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.
Connect with us on Twitter or Facebook using #mayokeyintoquality or at:
https://www.facebook.com/MayoClinic
https://twitter.com/MayoClinic
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Host: Timothy Morgenthaler, MD @DrTimMorg
Guests:
Tara Olson, Quality Data and Analytics Manager, Mayo Clinic (32) Tara Olson | LinkedIn
Jennifer Allen, IT Lead Analyst Programmer, Mayo Clinic (34) Jennifer Allen | LinkedIn
A typical hospital in the United States has hundreds of inpatient measures to capture and report out of their electronic health record (EHR) to validate their clinical quality. The ability to spot trends and report accurately, however, relies on effective and efficient input of data into the EHR by the care team. But it takes time and may compete with other priorities in patient care. In fact, one study found that an average of 12.5 hours of physician and staff time is spent per week entering information into the medical record. So how can hospitals adopt more efficient processes to this necessary task?
Mayo Clinic, seeing the inefficiency and wastefulness of some of its processes, went on a journey to adopt a leaner, more efficient process to obtain and report quality measurement data more effectively.
Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.
Connect with us on Twitter or Facebook using #mayokeyintoquality or at:
https://www.facebook.com/MayoClinic
https://twitter.com/MayoClinic
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Host: Timothy Morgenthaler, MD @DrTimMorg
Guest: Benjamin (Ben) D. Pollock, Ph.D., M.S., Robert D. and Patricia E. Kern Scientific Director for the Science of Quality Measurement, Mayo Clinic @Pollock_BD
When it comes to healthcare, there is rarely—if ever—a debate about whether a patient wants quality care. But how is healthcare objectively measured? Who decides what is “quality” and what isn’t? The provider? The patient? Both? Are there universal measurements for healthcare quality? This podcast explores the science of quality measurement at Mayo Clinic and describes the work currently underway to help define quality excellence in healthcare.
Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.
Connect with us on Twitter or Facebook using #mayokeyintoquality or at:
https://www.facebook.com/MayoClinic
https://twitter.com/MayoClinic
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