Stay connected to the changing landscape of Patient Experience through the To Care is Human Podcast Series. The Beryl Institute is committed to elevating the human experience in healthcare by providing a platform for all voices in patient experience to be heard. Join us as the Institute shares conversations with those leading, delivering, and receiving care.
Published October 2, 2026
In this episode of the PX Marketplace series, Stacy Palmer talks with Dr. Harris Baden, co-founder of Ripple Health AI, about the critical connection between patient experience, quality, and safety. Dr. Baden challenges healthcare leaders to “widen the aperture” to broaden how they view these priorities and recognize how deeply interconnected they are. Together, they
Published September 28, 2026
In this episode of the What Matters To You (WMTY) podcast series, Jen Rogers and Karen Turner from the WMTY Convening Team share their experiences with Kiia Lappalainen about how they have turned “What matters to you?” from a simple question into meaningful action across healthcare organizations. The duo shares how listening to patients, families,
Published September 16, 2026
In this episode, Jason Wolf talks with Shella Southern, Chief Patient Experience Officer at OU Health, who shares a deeply personal and organizational journey that has shaped her perspective on human experience. From experiencing healthcare as a grieving family member to helping lead a systemwide culture transformation, she explores how listening, caring for the workforce,
Published August 31, 2026
In this episode of Leading the Conversation, Jason Wolf sits down with Lai Yee Soh, Group Chief Patient Officer at Singapore’s National University Health System, to explore what it takes to advance human experience across complex healthcare systems. They discuss the power of collaboration, shared ownership, patient and family partnership, and learning across organizational and
Published August 13, 2026
In this episode, Stacy Palmer sits down with Laurel Pointer, Director of Community Marketing at Susan G. Komen®, to explore the human experience of navigating breast cancer. Drawing on her 27 years with Komen, her family’s history with breast cancer, and her own experience as a survivor, Laurel shares how advances in research, patient navigation,
Published August 10, 2026
In this episode, Jason Wolf sits down with guests Anders Vege and Shaun Maher, members of WMTY.world’s Convening Team. The guests reflect on their journeys from nursing and quality improvement to leadership in the global “What Matters to You?” movement. Through moving personal stories about patients, families, and their own parents, they demonstrate how understanding
Published July 30, 2026
What could a recent U.S. Department of Justice memo mean for people with disabilities and the future of community-based care? Welcome to the inaugural episode of Front & Center, where we examine the issues, like this one, that are shaping healthcare today and what they mean for patients, families, and those who provide care. Each
Published July 20, 2026
What if your volunteers stopped showing up? Houston Goodwin, CEO of Better Impact, joins Stacy Palmer to discuss how healthcare organizations can better leverage volunteer programs to improve patient experience, support staff, and make the case for greater investment. Learn how volunteer leaders can measure impact, tell their story with data, and position volunteerism as
Published July 6, 2026
In this episode, host Kiia Lappalainen sits down with Claire Snyman and Angela DeVanney of What Matters to You World to explore how one simple question—“What matters to you?”—can transform healthcare experiences. Drawing on both professional and personal perspectives, they share powerful stories illustrating how understanding what matters most to patients leads to more personalized
Published June 30, 2026
(This podcast is Part 1 of a content series on Teen/Youth Volunteer Programs.) What happens when hospitals stop treating teen volunteers as helpers and start empowering them as leaders? In this episode, Terri Ipsen sits down with Tracy Herrington and Tammy Rivera of CommonSpirit Health to explore an innovative teen volunteer program that develops leadership
Published June 16, 2026
Jason Wolf sits down with Vita Steina, one of the leading voices advancing human experience across Europe. In this inspiring conversation, Vita shares how the loss of her young son to cancer transformed her life and sparked a mission to improve healthcare for patients, families, and caregivers. From pioneering patient experience efforts in Latvia to
Published June 1, 2026
In this special What Matters to You episode of To Care Is Human: Leading the Conversation, Jason Wolf sits down with healthcare pioneer Maureen Bisognano to explore the question that sparked a global movement: “What matters to you?” Drawing on personal stories as a nurse advocating for critically ill patients to the moments that shaped
Published May 18, 2026
In this episode of To Care is Human, Victor Montori, M.D., joins Jason Wolf for a thought-provoking conversation on the humanity of healthcare. Together, they explore how healthcare has become increasingly industrialized, why human connection and curiosity matter in care, and what it will take to create a future grounded in “careful and kind care
Published May 1, 2026
In this episode, Jason Wolf sits down with Jerry Mansfield, Vice President and System Chief Nursing Officer at University of Texas Medical Branch, who shares how a simple yet powerful bedside interaction during his childhood hospitalization shaped his path into nursing and leadership. Through that early experience and moment as a patient, he reflects on
Published March 2, 2026
In this episode, Jason Wolf sits down with Laura Wood, Executive Vice President of Patient Care Operations and System Chief Nurse Executive at Boston Children’s Hospital. As a nurse leader, Dr. Wood shares what it takes to lead the nursing operations of one of the world’s top-ranked pediatric hospitals while keeping the human experience at
Published February 2, 2026
Evan Steele, Founder and CEO of rater8, reinforces how first impressions shape the human experience in healthcare. From a frustrating hotel check-in in Prague to building a platform that helps healthcare organizations listen, learn, and improve in real time, Evan shares the origin story behind rater8 and the philosophy of the “art of the warm
Published January 15, 2026
Dr. Jamie Colbert, a hospitalist at Mass General Brigham and Chief Medical Officer of Commure, joins the podcast to discuss how ambient AI is reshaping clinician presence, wellbeing, and patient trust—and what healthcare leaders must do to ensure AI enhances the human experience.
Published November 10, 2025
In this episode of To Care Is Human, host Jason Wolf sits down with Anne Marie Hadley, Chief Experience Officer for New South Wales Health, to explore what it means to lead with courage, compassion, and authenticity. From her personal journey shaped by resilience and empathy to her groundbreaking work designing kindness into one of
Published October 27, 2025
In this episode, we sit down with Dr. Swati Mehta of Vituity and Dr. Terrance McGovern and the Director of Nursing, Robyn Dodds, from Marian Regional to talk about how they’re helping teams reconnect with the human side of emergency care. They share how a simple communication tool called F.A.S.T.—First impression, Acknowledge, Sit/Say/Slow down, and
Published October 6, 2025
In this PX Marketplace edition of To Care is Human, Stacy Palmer speaks with Kristen Valdes, CEO of b.well, about her personal journey as a mother advocating for her daughter and how it inspired a mission to simplify healthcare. Kristen shares insights on patient rights, data transparency, and the future of digital access, highlighting how
Published September 29, 2025
Jason Wolf sits down with Tyler Gegen to discuss his intentional path into patient experience leadership. Tyler shares how curiosity, relationships, and a focus on humanity continue to shape his work and the future of healthcare.
Published September 11, 2025
In this episode, Amy Kwiatkowski talks with Liddy Deacon of Sutter Health about their Emergency Department Service Ambassador Program. Liddy shares how ambassadors support patients and staff, foster meaningful connections, and improve care experiences across the ED.
Published August 29, 2025
Jason Wolf sits down with Edison Bond, Chief Patient Experience Officer at Episcopal Health Services, to explore his inspiring journey in patient advocacy and leadership. From personal stories of resilience to insights on love, equity, and community in healthcare, Edison shares a powerful perspective on what it truly means to elevate the human experience.
Published August 1, 2025
In this episode, Amy Kwiatkowski speaks with Joy Hardy and explore the unique impact of volunteer programs in a pediatric setting. Hear how proximity to a major medical school helps shape a strong student volunteer pipeline, creating early pathways to patient-centered care. Learn how volunteers support families, staff, and patients through programs in child life,
Published July 9, 2025
In this episode of To Care Is Human, Terri Ipsen talks with Susan Osborne about the power of words in healthcare. Based on her PX blog, “What to say instead of…,” Susan shares practical tips and real examples of how small language changes can ease anxiety, build trust, and improve patient experience. Learn how intentional
Published June 20, 2025
Jason Wolf, President and CEO of The Beryl Institute, speaks with Jennifer Bright, MPA, President of the International Consortium for Health Outcomes Measurement (ICHOM). In this insightful conversation, Jennifer shares her personal journey and passion for transforming healthcare. Together, they explore the vital role of patient centricity and why embracing a global perspective is essential
Published June 6, 2025
When his son, Brayden, passed away due to complications from a congenital heart defect, John Otten harnessed the power of his grief into action and founded Brave Like Me. Listen in as he and Amy Cielak, board member, discuss the profound impact an interaction with a pet can have on a patient, and how they
Published May 8, 2025
Join Dr. Alexi Puran and Dr. Sherry Kroll as they introduce the Humanity in Healthcare project — a groundbreaking initiative harnessing the power of story-sharing to rebuild trust, foster connection, and restore compassion between patients and physicians. Hear their personal journeys, insights, and the simple yet transformative steps helping bring human connection back to the
Published April 25, 2025
This episode explores the evolution of a pediatric Patient Experience. Dive into core values, shared ownership, and practical strategies for building trust, driving change, and creating meaningful experiences for children, families, and staff.
Published April 2, 2025
Recorded live at ELEVATE PX 2025, this episode of To Care is Human features Jason Wolf and Dr. Owais Durrani. Listen in as they discuss his journey in healthcare, the role of AI, and the importance of equitable care. Key takeaways included the need for ethical AI use, the critical role of communication in hospitals,
Published March 13, 2025
Israel Krush, CEO and co-founder of Hyro, sits down to discuss the emergence of artificial intelligence (AI) technology in healthcare and how it impacts the patient experience. Listen in as he shares how Hyro’s focus on the patient journey is helping provide AI solutions for patients and healthcare workers alike.
Published February 21, 2025
Join us as Katelyn Moser, Senior Director of Patient Experience at MedStar Washington Hospital Center, shares insights from Career and Communication Day—an innovative initiative that brings elementary school students to her campus. This program not only reinforces essential communication skills among staff but also introduces children to the diverse career opportunities within healthcare. Don’t miss
Published January 31, 2025
Achieving work-life balance is essential for overall well-being, especially in healthcare. Join us as Robert Cote, a patient advocate for the VA, shares his personal journey through imbalance and the steps he took to restore stability. Discover the warning signs, practical strategies for self-care, and the importance of setting boundaries. Cote’s powerful message reminds us:
Published January 9, 2025
Listen in as Gabriel Bolivar of Maui Memorial Medical Center shares how his passion for finding healthcare improvement strategies drove him to find solutions to better manage patient belongings. From policies to procedures, Bolivar emphasizes effective practices to manage this recurring and often elusive challenge.
Published December 13, 2024
Stacy Palmer, Senior Vice President and COO of The Beryl Institute, joins Steven Peltzman, CEO of FeedbackNow, to explore how their innovative feedback devices are transforming the healthcare experience. Tune in as Peltzman discusses the profound impact of empowering patients with a sense of control in situations that often feel beyond their grasp.
Published November 15, 2024
As Denver Health strives to become Colorado’s most trusted healthcare provider, its mission is grounded in core values of respect, belonging, and responsibility. In this conversation, Amy Friedman and Sharif Abdelhamid, leaders in Denver Health’s experience department, share insights on how a committed workforce and robust community partnerships enable the essential hospital to deliver high-quality,
Published November 1, 2024
Join us as Garrett South, Director of Patient Experience at California Hospital Medical Center, shares his inspiring journey from fifth-grade class representative to healthcare executive. In this episode, Garrett discusses the power of connection and belonging in a world reshaped by post-pandemic social isolation.
Published October 17, 2024
In this PX Marketplace Webinar, Jennifer Baron, CXO of NRC Health, joins us to explore how generational differences are influencing the current state of healthcare. From varying attitudes and beliefs to shifts in patient behaviors, Baron provides a deep dive into the challenges and opportunities these changes present for healthcare organizations. Read the associated paper
Published October 4, 2024
Dr. Donald Wickline of Cone Health, drawing from his experience as a night shift emergency room physician, explores the art and science of communication from a staff/provider engagement perspective. He highlights Cone Health’s C.U.R.O. communication model as a crucial framework for navigating sensitive and critical conversations with patients. This model provides physicians, including Dr. Wickline,
Published September 13, 2024
Alex Seblatnigg, Director of Volunteer Services and Internal Engagement at Shepherd Center—a leading rehabilitation facility specializing in spinal cord and acquired brain injuries—shares the inspiring stories of former patients who return as volunteers after discharge. Tune in as she highlights the unique value these volunteers bring to the patient experience and how they seamlessly integrate
Published August 26, 2024
Stacy Palmer, Senior Vice President & COO of The Beryl Institute, sits down with Pattie Cuen, Senior Vice President of Jarrard Inc., to discuss a recent consumer survey about public values in healthcare experience. Listen in as Cuen shares key insights and emphasizes the importance of seeing the bigger picture of experience by focusing on
Published August 2, 2024
Marcelo Alvarenga, CEO of ConectaEXP Brazil, joins Jason Wolf, CEO & President of The Beryl Institute to discuss his passion for education in the healthcare experience space in Brazil. Listen in as Alvarenga describes the innovative efforts he has helped lead that have inspired Brazilian healthcare institutions to commit to a focus on human-centered care.
Published July 18, 2024
Julian Manriquez, Supervisor for Hospitality Services at City of Hope, discusses how his 110-acre campus strives to provide visitors with a five-star transportation and wayfinding experience through a unique Ambassador program. Listen in as he describes the critical roles of innovation and evolution throughout the program’s beginnings, survival during the COVID-19 pandemic, current operations, and
Published July 3, 2024
After a devastating diagnosis in her 20s changed the trajectory of her life, Marcia Donzinger, CEO of Vital Biz Consulting, embraced her new direction and bravely marched forward. Listen in as she discusses how culture is chemistry and the importance of helping organizations develop and nurture a culture of wellness to support employee well-being.
Published June 20, 2024
After her younger brother – born with congenital defects and developmental delays – had a traumatic hospital admission experience that impacted her entire family, Stacy Sedlak knew she had to do something to improve the human experience for pediatric patients. Listen in as she discusses her brother’s influence on her “why” and the difficulties that
Published May 28, 2024
Amy Kwiatkowski, Director of Community Experience, sits down to speak with Cheryl Call, Director of Volunteers and Language Services at Utah Valley Regional Medical Center, whose career in volunteer services in healthcare has spanned over two decades. Listen in as Call emphasizes the importance of volunteer engagement in enhancing the patient experience, discusses effective strategies
Published May 2, 2024
On the heels of the tenth anniversary release of PX Journal, Jason Wolf sits down with Brian Carlson, Vice President of Patient Experience at Vanderbilt University Medical Center and Jennifer Carron, Patient Experience Officer at BJC Healthcare to discuss their new co-authored article, “Investing in the Bottom Line: The Value Case for Improving Human Experience
Published April 12, 2024
Listen to The Beryl Institute’s inaugural live podcast recorded at ELEVATE PX. Sven Gierlinger, Chief Experience Officer at Northwell Health and the 2024 recipient of the Wendy Leebov Championing Experience Award, sat down with Jason Wolf to reflect on his experience journey from hospitality to healthcare. Gierlinger shares how his health system is navigating the
Published March 20, 2024
Transgender activist Emily Newberry joins Director of Community Experience, Amy Kwiatkowski to share her multi-decade journey of acceptance and understanding and how it led her to the field of patient experience and advocacy. Listen as Emily describes how her own experience navigating the health care system as a transgender woman inspired her to be persistent
Published February 1, 2024
Linda Fisher, Regional Director for Guest Services at UCHealth North, discusses the Get to Know Me Program, an initiative that connects volunteers with patients. Listen in to learn how, through a series of lighthearted questions designed to spur conversation, volunteers were able to make lasting and impactful connections with patients and their families.
Published October 5, 2023
Ben Larsen, Experience Advisor at Baylor Scott & White Health, discusses the significance of human connection and the relationships we build with patients. Listen as he talks about communicating in service of a relationship, origin stories and the importance of practicing compassion and empathy.
Published September 11, 2023
Bill Mills, CEO of Best Upon Request, shares how offering concierge services impacts both the patient and employee experience. From running errands to providing a listening ear, his team members are instrumental in helping organizations improve satisfaction scores by providing an enhanced level of comfort and care.
Published August 18, 2023
From retail and hospitality to healthcare, Nicole Cable shares her professional journey that ignited a passion for the human experience. Listen as she details how a poor personal experience as a patient initially left her “wanting to stay as far away from healthcare as possible,” but eventually became the driving factor behind a career focused
Published August 4, 2023
When Monica Jones became a mother of children requiring complex care, she realized her calling in healthcare. Listen as she shares her family’s experience in navigating the healthcare system on her children’s behalf and how it inspired her to join the patient and family experience team at the Children’s Hospital of Philadelphia.
Published July 12, 2023
Dave Bennett, CEO of pCare, discusses the importance of embracing technology and how a digital transformation can enhance all aspects of the human experience.
Published June 12, 2023
Amy Veneciano shares how she re-evaluated and reset Volunteer Services at UCSF as the waves of COVID-19 subsided. During the long pause in using volunteer services, she describes the pandemic’s silver lining as an opportunity to reflect on what to do differently to make a difference to patients, staff, and the volunteers themselves. Learn how
Published May 17, 2023
Toya Gorley and Greg Makoul from NRC Health reflect on the power of three fundamentals of experience to drive innovation and improvement in healthcare. Listen as they share these insights and explain how getting back to the basics is more about moving forward than back.
Published May 15, 2023
Dr. Alfredo Quiñones-Hinojosa (Dr. Q.) was an impoverished teenager living in a rural Mexican village before he hopped an 18-foot fence into California and found his way into the loftiest heights of the American Dream through hope, hard work and perseverance. Listen as he reflects on his life, his work and the importance of healing,
Published February 27, 2023
Healthcare executive Dr. Airica Steed discusses the importance of representation in healthcare and how bias can negatively influence outcomes by sharing personal and professional experiences.
Published December 19, 2022
With over two decades of experience in healthcare, Dr. Karana Pierre has had the opportunity to care for patients from a variety of cultures. Listen as she shares the importance of cultural humility, and how acknowledging and understanding a patient’s cultural background is key to a successful treatment plan and patient relationship.
Published November 28, 2022
Trisha Choi, MA, CPXP, was diagnosed with bipolar disorder at 19 and, as a result, endured many hospital stays. After a negative experience with a nurse during one particular stay, she decided to pivot her career to healthcare. Listen as she discusses her healthcare experience with a mental health diagnosis and the importance of being
Published August 29, 2022
Hear the lived experience of what it’s like when a family member is going through cancer treatment.
Published August 8, 2022
Bob Pollard was a healthy 62-year-old when he was diagnosed with COVID-19, in the hospital and unable to breathe with a high likelihood of not making it through the night.
Published July 22, 2022
Learn about developing healthcare mobile platforms that attract users.
Published July 1, 2022
Jennifer Purdy, Executive Director of Patient Experience at the Veteran’s Experience Office shares the importance of remaining aligned with and staying true to the mission of serving those who have served.
Published May 23, 2022
Dennis W. Pullin, president and CEO of Virtua Health, shares how his organization orients to the consumer while continuing to tackle the waves of the pandemic.
Published April 25, 2022
Join us for this compelling and raw story of Risa’s journey to accepting support while coping with a rare disease.
Published February 21, 2022
Alina Moran shares her experience running a hospital during the COVID-19 pandemic and addressing the needs of her staff and the patients they serve.
Published February 2, 2022
Mary Smith was diagnosed with COVID-19 early on in the pandemic. Since then, she has grappled with Long-COVID. In this podcast you will learn more about how Long-COVID impacts a person’s day to day life.
Published January 3, 2022
The gift of caring for a special needs child.
Published December 20, 2021
A look back on 2021.
Published December 13, 2021
Learn how having employees that are engaged, excited and happy in their work roles has a direct impact on overall patient experience.
Published November 11, 2021
Glenda Sirota lives in Chicago, is 80 years old and says she is “living her best life” after a series of extreme medical events that placed her in a coma for 28 days.
Published November 3, 2021
What role can technology play in meeting patient expectations?
Published October 15, 2021
Dr. Grace Cordovano is a board certified patient advocate with a wealth of experience navigating the US healthcare system on behalf of herself, family and clients.
Published September 13, 2021
Microsoft is impacting the world by empowering people and organizations through software and the power of data.
Published August 16, 2021
As healthcare continues to focus on dismantling systemic racism, the move from ideas to action must be intentional and strategic.
Published August 2, 2021
Dr. Jim Castellone is the Chief Medical Officer for Eastern Connecticut Health Network and an ER physician who has been on the front lines of COVID-19 since beginning of the pandemic and in one of the United States’ most heavy hit regions. Listen as he shares his perspective as a doctor who works to care for his COVID-19 patients and as a father and husband working to protect his family from the virus.
Published July 25, 2021
When Tanya Lord’s son, Noah, was born she was a pathologically shy mom who had found her purpose in motherhood. After Noah tragically died from medical error, Tanya was adrift in a sea of grief. Tanya shares “grief found my voice and improved my purpose.” You won’t want to miss this story about a mother’s love and how her grief drove her to make change in the world.
Published June 20, 2021
Jacqueline Herd shares the impactful story of her career in nursing thus far and the steps that she has taken as a leader to guide her staff throughout the COVID-19 pandemic. She also discusses how the pandemic highlighted systemic racism in healthcare and led to further issues regarding race and socio-economic status.
Published March 8, 2021
Jono Broad grew up with a diagnosis of bronchiectasis only to learn well into adulthood that the correct diagnosis was cystic fibrosis.
Published February 22, 2021
Ryan Fowler “never wanted for anything” growing up but found himself self-medicating with drugs and alcohol in his teens and 20’s, resulting in full-blown addiction.
Published February 1, 2021
In a time of crisis, such as we have experienced in this pandemic, often what is needed is a sense of predictability, a reinforcement that “we can do this”. T
Published January 18, 2021
A mom who lost her baby in the NICU, Isabela has taken those difficult experiences and turned them into both her personal and professional motivation to do and be better. Y
Published December 21, 2020
In this Special Edition of the To Care is Human podcast series, join both podcasts hosts, Jason Wolf and Tiffany Christensen, as they have a conversation looking back on 2020, a challenging year.
Published November 9, 2020
“Racism is a problem with bad policy, not bad people.”
Published October 19, 2020
Rosie Bartel is a powerful voice for patients and families. After an infection changed her life forever, she chose to share her story and help organizations working to improve patient experience across the US.
Published August 31, 2020
As we face the COVID-19 crisis, we also face many losses. How might we leverage what we know about grief and loss to help staff, clinicians and community members get the support they need?
Published August 4, 2020
How does a patient find a culturally competent provider?
Published August 3, 2020
How can healthcare organizations harness their core values and find new ways of supporting each other during a COVID-19 surge? At the helm of the award winning health system in Fort Worth, Texas, JPS Health Network, Robert Earley shares his approach to ensuring his workforce remains focused on the human experience in healthcare while also being acknowledged for the challenges they face.
Published July 13, 2020
A true pioneer in medicine and a renowned immunologist, Dr. Hildreth shares the life experiences that have led him to his career and calling as well as his mission to improve equity in healthcare. He wrestles with the realities of discrimination and whether we truly value all lives in the same way. This question is more important than ever before and highlighted by the disparities in patient outcomes during the Coronavirus pandemic.
Listen to hear how Dr. Hildreth continues to fight against disparity in healthcare through his own actions, research and teaching. He emphasizes how we must ensure that healthcare leadership becomes more diverse to eliminate bias from decision-making. Furthermore, Dr. Hildreth depicts the self-awareness that we should recognize in order to mitigate our own bias and truly understand the value of all people. The key to sustained improvement and change is open and honest conversations throughout all levels of healthcare, including leadership, in order to remove the assumptions we have about others.
Published June 22, 2020
Adapted from our recent community briefing and conversation addressing health disparities in a time of crisis and beyond. Marsha Sinanan-Vasishta sheds light on how the COVID-19 crisis has amplified systemic racism and specifically the difficult realities of disparities in healthcare. Listen for a conversation on how we can improve going forward and the action steps that are necessary for everyone to have equal access in healthcare, regardless of race.
Marsha emphasizes how it is time for healthcare system leadership to come together and create change through legislation, updated policies, and diversity amongst teams. She eloquently states, “If we can’t relate to our patients’ experiences, we can’t build the trust needed to provide them the best care.” A succinct and honest summary of the challenge that exists at the heart of systemic racism in healthcare.
Published June 15, 2020
The time has come to be brave and have the painful conversations. Dr. Ron Wyatt is an African American physician who grew up in the Black Belt of Alabama. Today, he is an unapologetic voice in the effort to bring awareness to the reality of systemic racism in healthcare.
Dr. Wyatt’s expertise and no-nonsense approach to racism in healthcare pushes us to evaluate ourselves and our organizations. The time has come to be brave and have the painful conversations. Dr. Wyatt helps us do just that.
Published June 1, 2020
Dr. Justin Bright is a an Emergency Room Physician working at Henry Ford in Detroit, one of the areas hardest hit by the COVID-19 pandemic. He is unapologetically honest about what impact this virus had on his life.
Dr. Bright is also a husband and father to a new baby. He is honest about being scared and working to find his way to an emotional and intellectual peace, with all of the layers of stress and change this virus brought into his life.
Published May 18, 2020
What are the most significant challenges for nurses during this challenging time as we face the current COVID-19 pandemic? Lisa Knodel speaks with Jason Wolf about how the nursing team at Kaiser Permanente maintains a high level of professional development while striving to create the best experience possible for patients in unprecedented times.
Listen to hear how this crisis will transform the nature of care for years to come and how the nursing team will continue to respond with agility as well as thoughtfulness. Linda Knodel also depicts The Caring Science Theory, which embodies the human experience in healthcare – an ideal at the core of everything nurses at Kaiser Permanente do. She leaves us with a positive message, portraying the strength of nurses who will always shine a light as a beacon of hope and trust, persevering on the frontlines.
Published April 27, 2020
How do healthcare teams at a large University hospital handle daily patient care during the time of a global pandemic and immense stress? Dr. Craig Rackley, Assistant Professor of Medicine at Duke, depicts the measures that he and his fellow practitioners are taking to reserve resources such as PPE in order to work as safely and efficiently as possible during this time.
Dr. Rackley also delves into the strategic changes that his team has put into place in order to mitigate risk and what the future of healthcare systems and practices will look like following this crisis. Furthermore, Craig highlights some of the silver linings that have already come to light during this unprecedented time.
Published April 13, 2020
How do we address this once in a lifetime health crisis? Dr. Shantanu Agrawal shares how the team at National Quality Forum are working to expand the conversation on what it will take to mitigate the negative consequences of the COVID-19 pandemic.
In our conversation with Dr. Agrawal we also explore his thoughts for the future and the new reality we will face collectively after this crisis. While acknowledging the heroism we are seeing everywhere at this time, he also raises the significant shortcomings in our current healthcare system revealed by the crisis, including health disparities driven by socioeconomic status, race, and geographic location. Listen as he shares how we must move beyond just clinical quality to the need to address health itself as we move through this crisis.
Published March 30, 2020
How to balance the human experience in healthcare at a time of crisis?
Sven Gierlinger shares his personal story and outlines his leadership plan and thought process during the outbreak of the Coronavirus (COVID-19). As the virus continues to develop rapidly, critical decisions must be made in order to save lives and support healthcare teams in the best way possible.
Listen to hear how Sven is working to maintain a sense of optimism, community, and hope throughout the Northwell Health system for both patients and staff. Even during times of crisis, there are ways to unite individuals and prioritize the human experience in healthcare through clear communication, providing emotional safety, mitigating fear, and empowering those in leadership positions.
Published March 9, 2020
“A Complicated Gift”: Erin Moore knew her children had a 25% chance of having cystic fibrosis and, with the birth of her son 10 years ago, her family saw that statistic come to life.
Published February 24, 2020
What are the challenges associated with creating a positive human experience in healthcare and how does one lead in a way that creates harmony for an entire healthcare system? These are questions that Cathleen Wheatley delves into including healthcare’s obligation to go out and create change in communities, not only within hospital walls. She depicts partnering with patients to form a personal connection that goes beyond a standard checklist.
Cathleen Wheatley views her leadership role as knitting, a perfect visual for how she integrates and balances priorities such as increasing acute care needs, financial obligations, and investing back into research to improve the overall human experience in healthcare. Listen until the end, for a preview of her Patient Experience Conference 2020 keynote speech.
Published February 10, 2020
Professor Curt Taylor is a highly successful Game Theorist and athlete who also happens to navigate the world without sight.
Curt shares candid thoughts on some “do’s” and “don’ts” for engaging with people without sight. Some of it may surprise you, some of it might make you cringe and all of it will inspire you.
Published January 27, 2020
Catherine Dale is a pioneer and leader in Experience Based Co-Design and works to improve safety for the NHS. She has also deliberately chosen to take up activities in her personal life that require bravery and risk.
Listen to this jovial conversation and explore employee engagement from a new perspective. Should we all be making deliberate choices to do things outside of work that make us better at work? You decide, after hearing from Catherine Dale.
Published January 13, 2020
A physician and executive’s perspective on how to positively impact patient experience by understanding and embracing the community they serve.
Dr. Conroy wholeheartedly believes in the generosity of spirit, especially as it applies to a healthcare setting. In this episode, she depicts how empowering patients with the right tools and knowledge is of the utmost importance in order to help guide them to an informed decision. Furthermore, Dr. Conroy provides examples of just how seriously healthcare providers must value the unique needs of the community they serve, while meeting patients where they are.
Published January 12, 2020
Laurie dives deeper into the cancer treatments she went through and her personal reaction her changing body.
Published December 9, 2019
Laurie was a working mom living in New York City when a diagnosis of breast cancer turned her life upside down.
Published December 2, 2019
If “patient values guide clinical decisions” what does that mean in the context of euthanasia?
Published November 18, 2019
Leaders at New York Presbyterian discuss how they have worked to re-humanize healthcare through a strategic and committed focus on experience.
Published November 11, 2019
Is there a bia against people living with mental illness?
Published November 4, 2019
A patient and therapist’s perspectives on dealing with mentail illness.
Published October 21, 2019
A nurse executive’s unique perspective on how to balance patient-centric practices with realistic expectations and boundaries.
Published October 14, 2019
How is the Baby Boomer Generation already impacting the landscape of Long Term Care?
Published October 7, 2019
Is it wrong to eat homemade pie when we visit a patient in their home? See what you think after hearing from Nicole Claggett and Cooper Linton.
Published September 16, 2019
What must it be like to be a young teen struggling with a sense of being in the wrong body?
Published September 9, 2019
Police officers are trained to keep a community safe. But what if that community is within the walls of a hospital?
Published August 26, 2019
An executive’s mission to create health, hope, and healing for all through intentional innovation and technology practices.
Published August 25, 2019
See healthcare through the eyes of sickle cell patient, Cheslie Johnson, and understand the need for discomfort and honesty from Dr. Ron Wyatt.
Published August 25, 2019
Dr. Ron Wyatt finishes this three-part podcast series with an eye-opening conversation concerning what really needs to take place if we commit to changing healthcare for everyone.
Published August 12, 2019
Explore the meaning of microaggression with D’Anna Holmes, the mother of a medically complex child.
Published August 5, 2019
Explore what we mean by inequity in healthcare from Dr. Ron Wyatt. Hear what it feels like from patient, Cathy Arsenault
Published July 29, 2019
Dr. Rana Awdish shares her harrowing journey from doctor to critically ill patient, in her 2018 memoir, “In Shock.”
Published July 22, 2019
Mr. Dowling shares how the key to effective leadership is embodying a sense of positivity and optimism for the future, while also maintaining a long term perspective.
Published July 15, 2019
Neurosurgeon, Erik Hauck, saved Kara’s life after an unexpected bleed in her brain.
Published July 8, 2019
Four patient advocates from around the US, responsible for addressing complaints and grievances within their healthcare setting, are honest about the challenges of joy in this unique healthcare role.
Published July 1, 2019
Listen to the journey of one Occupational Therapist who made a transition in her career path due to burnout.
Published June 24, 2019
Healthcare is an industry that is transforming from a transactional system to one that must be value driven. From his unique perspective as a clinician, researcher, patient, and leader, Dr. David Zaas, depicts how finding innovative methods to build a partnership between the patient and practitioner will be of the utmost importance moving forward.
Published June 17, 2019
In a culture where empathy comes as easily as breathing, what comes next in the journey to improve experience?
Published June 10, 2019
Explore the Kenyan health system and why it makes us ask important questions about framing the PX conversation.
Published June 3, 2019
What if the drive comes more from a spiritual belief system rather than regulation?
Published March 7, 2019
How do we ensure our systems can deliver on the human need to feel helped, cared for and understood?