To Care is Human

Leading through Listening: A Conversation with Garrett South Nov 04, 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.

Curiosity & Connection: A Generational Approach to Patient Care Oct 21, 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.

Enhancing Patient Experience: A Night Shift ER Doctor's Passion Project Oct 07, 2024

Dr. Donald Wickline of Cone Health, drawing from his experience as a nighttime 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, with essential support in the high-pressure environment of healthcare.

Former Patients Who Return As Volunteers: An Expression of Gratitude Sep 16, 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 and collaborate with the existing volunteer team to enhance care and support.

Broaden the Scope of What You Consider Experience Aug 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 multiple factors simultaneously.

A Human Experience Pioneer in Brazil Aug 05, 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.

You Can’t Go Wrong If You Do Right by the Patient Jul 22, 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 plans for the future.

Caring for People Shouldn’t be an Afterthought: A Conversation with Marcia Donzinger Jul 08, 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.

I've Come to Find that Anyone in Healthcare Has a "Why" Jun 24, 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 come with transitioning pediatric patients into adult care.

We’re Not Going to Relieve All the Anxiety, but We Can Relieve Some: The Impact of Volunteers in Healthcare 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 for keeping volunteers engaged, and shares personal anecdotes from patients her volunteers have served throughout the years.

The Value Case for Improving Human Experience in Healthcare: A Conversation with Brian Carlson and Jennifer Carron May 06, 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 in Healthcare.” Listen in as the trio discusses the impact of experience – at all levels - and how leadership at the top plays a critical role.

To Care is Human LIVE! At ELEVATE PX 2024 Apr 15, 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 healthcare landscape post-pandemic.

"We need to be the patient in the room.” Mar 25, 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 and to advocate for patients across the spectrum of care.

Get to Know Me – Connecting Volunteers with Patients Feb 05, 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.

We’re All Emotional Beings: That’s What It Is to Be Human Oct 09, 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.

Creating a Culture of Caring with Concierge Services Sep 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.

We're All Human Beings, So Everything Is Human Experience: A Conversation with Nicole Cable, CXO CareMax Aug 21, 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 on helping and serving others.

“When we share our stories, there’s a level of healing” Aug 07, 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.

Healthcare's Renaissance to Digital Transformation Jul 17, 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.

Plan for a season. Stay a Lifetime. Jun 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 streamlining processes, educating staff and recognizing the achievements of volunteers play into recruiting - and keeping - a dedicated and happy volunteer workforce.

No More Pizza: Moving Forward with the Basics of Experience May 22, 2023

Toya Golrley 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 backto the basics is more about moving forward than back.

“From Fence-Hopper to Top Doctor: A Conversation with Neurosurgeon Dr. Alfredo Quiñones-Hinojosa” Apr 24, 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 in the absence of a cure.

A Conversation with Dr. Airica Steed, President & CEO of The MetroHealth System Feb 27, 2023

Dr. Airica Steed, President & CEO of The MetroHealth System, discusses the importance of representation in healthcare and how bias can negatively influence outcomes by sharing personal and professional experiences.

The importance of culture in healthcare Dec 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.

Forgive yourself for being human - A story of bipolar disorder Nov 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 able to ask for - and accept - help.

"I know what's on the other side of my read" Aug 26, 2022

Dr. Jennifer Kemp changed the way she practiced medicine as a radiologist after her husband's cancer diagnosis. Listen as she talks about the lived experience of a family member going through treatment and the anxiety of waiting on radiology reports. This perspective inspired a journey to redefine the relationship between patients and their radiologists; both through direct communication and technology.

"My lungs on the x-ray looked like ground up glass": A COVID Recovery Story Aug 08, 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. Ultimately, he spent 17 days on a ventilator and a combined three months in the hospital and a rehab facility. Bob's tough journey back to health propelled a complete change of career. Listen as he shares how he went from COVID-19 patient to Patient Experience Professional.

Zero to Hero: How to build a healthcare app that attracts users Jul 22, 2022

While healthcare executives and patients want more digital options, many healthcare app developers struggle to provide a platform that attracts users and increases engagement. Joshua Titus, CEO at Gozio Health, discusses why this challenge exists and provides insight into how to ensure mobile platforms can succeed.

A Conversation with Jennifer Purdy, Executive Director, Patient Experience at the Veteran's Experience Office Jul 08, 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. She emphasizes the importance of understanding who the human being is behind the veteran and ensuring that staff feel empowered to find ways to meaningfully connect to improve the overall collective experience for veterans.

A Conversation with Dennis Pullin, President and CEO of Virtua Health 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. He shares the importance of listening, observing and gathering facts to make sound decisions as a leader that creates the opportunity to provide an elevated experience for his staff, the patients and the community they serve.

Easy to Give, Hard to Receive Apr 25, 2022

Risa Hanau, LCSW, is an expert in caring for those at end-of-life. She also is a natural "giver" who is quick to support a loved one in need. Facing her own rare disease diagnosis and the physical challenges that come with Ehlers-Danlos, however, required she take a new journey of asking for help. Join us for this compelling and raw story of Risa's journey to accepting support while coping with a rare disease.

A Conversation with Alina Moran, President at Dignity Health – California Hospital Medical Center (CHMC) Feb 21, 2022

Alina Moran shares her story of growing up in a family that had little access to healthcare resources and how that propelled her path to leadership in a career focused on advoating for healthcare equity and the healing power of human kindness. She also shares her experience running a hospital during the COVID-19 pandemic and addressing the needs of her staff and the patients they serve.

"Brain Fog" and Overwhelm: A Long-COVID Story Feb 07, 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.

Special Needs Child Changed My Life Jan 03, 2022

Jeff Cousins and his wife were excited to find out they were pregnant with their first child. 23 weeks and five days into the pregnancy, they learned there were issues with their son's development and this began a whole new chapter in their lives. Learn more as Jeff unpacks his Tiny Story": Special Needs Child Changed My Life."

2021 Year in Review Reflections Dec 20, 2021

In this Special Edition of the To Care is Human podcast series, podcast hosts, Jason Wolf and Tiffany Christensen have a conversation looking back on 2021, another challenging year for healthcare. Listen as they share their reflections of hurting, healing, hope and the human experience in healthcare.

The Critical Integration of Patient Experience and Employee Experience Nov 15, 2021

Brett Brende, Vice President of Customer Engagement for Healthcare at SMG, shares how having employees who are engaged, excited and happy in their work roles has a direct impact on overall patient experience.

Born unhealthy, died, revived by medicine and music, now alive. Nov 04, 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. When she woke up, her body needed a lot of care but her mind and spirit were strong. She also woke up with a very unusual gift. Learn more about Glenda's story in this podcast where she unpacks her Tiny Story, "Born unhealthy, died, revived by medicine and music, now alive."

A Digital-first Strategy to Engaged Patients and Improved Outcomes Oct 18, 2021

Jeff Fallon, chairman and CEO at eVideon Healthcare, reflects on the role technology can play in meeting patient expectations for engagement and information while giving healthcare teams greater efficiency and enabling hospitals to improve satisfaction and reduce readmissions.

Hacking healthcare is the only way out Sep 27, 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. In this podcast, Dr. Cordovano helps us understand what she means by "hacking healthcare" in order to move from "patient-centered care" to "life-focused care."

Microsoft's Commitment to Address Health Equity and Disparities Sep 13, 2021

Microsoft is impacting the world by empowering people and organizations through software and the power of data. Antoinette Thomas, US Chief Executive Officer and Industry Executive for US Health and Life Sciences at Microsoft, shares why a focus on equity is so important to their organization and what they are doing to make meaningful contributions during the pandemic and beyond.

A Conversation with Dr. Julia Iyasere, Executive Director for the Dalio Center for Health Justice at New York-Presbyterian Aug 16, 2021

As healthcare continues to focus on dismantling systemic racism, the move from ideas to action must be intentional and strategic. Thought leaders like Dr. Julia Iyasere provide a model and support for change agents across the globe. Join this compelling conversation and learn more about how the landscape of healthcare is changing and what can be done next to create health equity.

View from the front lines. Stepping it up for the greater good. Jul 26, 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.

Grief found my voice and improved my purpose. Jun 21, 2021

When Tanya Lord's son, Noah, was born she was a pathologically shy mom who had found her purpose in motherhood. After Noah died from medical error, Tanya was adrift in a sea of grief. Tanya shares how "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.

A Conversation with Jacqueline Herd, Chief Nursing Officer, Grady Health System Mar 29, 2021

Listen as Jacqueline speaks with Jason Wolf about her core leadership beliefs including clear communication and visibility/approachability of leaders. She emphasizes the importance of being present and determining how best to manage staff needs for PPE and financial stability. Jacqueline Herd embodies the belief that in order to best elevate the human experience in healthcare and serve patients, we must recognize the work of others and thank them for all that they do.

Living beyond expectation, no barriers unbroken Mar 08, 2021

Jono Broad grew up with a diagnosis of bronchiectasis only to learn well into adulthood that the correct diagnosis was cystic fibrosis. How did his life as an unwell child, being told by his community that he would never live a normal life shape him? Find out in the third episode of the "Tiny Story" Series where Jono unpacks what he means by "Living beyond expectation, no barriers unbroken."

It's an honor and a privilege to come and get a little vulnerable… Feb 15, 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. Now 6 years sober, this advocate for harm reduction and new ways of caring for those suffering from substance use disorders shares his harrowing story of life on a thin edge. Few people can share such raw and personal details as Ryan Fowler, and always with an eye on elevating the human experience. It's an honor to have Ryan as a guest on Humans in Healthcare.

A conversation with Chris Woleske, President & CEO of Bellin Health Feb 01, 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”. This conversation with Jason Wolf and Chris Woleske, President & CEO of Bellin Health, explores how serving as a “Chief Predictability Officer” can support and inspire our healthcare teams. Chris Woleske shares how her organization became a positive outlier by listening and engaging staff and making bold choices to not disrupt care during the COVID-19 crisis. From visitation policies to addressing the broader problem of isolation, Chris Woleske leads her organization with a focus on purpose and skillful navigation of the complex issues we are all facing. At the heart of this discussion is how Bellin Health designed strategies with clear compassion for the patient and family experience, a commitment to the community it serves and a focus on providing “psychological PPE” for those delivering care.

Terrible Healthcare System Made Me Shine Jan 18, 2021

Rarely is someone able to share their story with the raw honesty and deep reflection that Isabela Castro is able to in this podcast. 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. You won't want to miss this beautiful and vulnerable conversation with Isabela, a powerful voice for improvement in healthcare.

To Care is Human: Special Edition 2020 Dec 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. Listen as they share their personal experiences during the pandemic as well as hear their reflection on lessons learned from 2020. Join them as they remember 2020 podcast guests who left a lasting impression. As we prepare for 2021, Jason and Tiffany also answer the question, "where do we go from here?"

Let's collectively raise our voices to say, "We've had enough." Nov 09, 2020

"Racism is a problem with bad policy, not bad people." Dr. Brittani James cares for patients on the South side of Chicago and is a Founding Director of the Institute for Antiracism in Medicine. Join us for this compelling conversation in which this thought leader shares her personal story and concrete steps to becoming an antiracist in healthcare. With all of the energy surrounding dismantling systemic racism in healthcare today, we must listen to the voices of experience and expertise; Dr. James is exactly that voice.

A Story of Faith, Hope and Survival Oct 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. This podcast "unpacks" the faith, hope and desire to survive she attributes to her ability to get through difficult caregiving journeys and great personal medical challenges. Enjoy hearing from this bright light in healthcare today.

"We all are a spider web connected to many strands" Aug 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? Isabel Stenzel Bynres is a cystic fibrosis, lung transplant patient who has lived through many losses and is now a grief counselor in the San Francisco Bay Area. If you are seeking a sense of comfort and normalcy during this time of unrest, listen to this podcast featuring a wise woman with a lot of relevant expertise to share. Consider how her perspective might inform how we can better engage staff and providers as they seek to heal from the stress of COVID-19.

A Conversation with Robert Earley, President and CEO, JPS Health Network Aug 03, 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 Early shares his approach to ensuring his workforce remains focused on the human experience in healthcare while also being acknowledged for the challenges they face. Join us for this uplifting conversation about ensuring COVID-19 does not change the "why" of patient experience but requires adaptability to find new approaches to the "how."

"We have these conversations in our living rooms" Jul 13, 2020

Nikki Montgomery is a certified patient advocate, patient and mother to a son with complex medical challenges. She is also a Black woman who understands the necessity for culturally competent care. How does a patient find a culturally competent provider? Nikki gives us her hard-won strategies on that and pushes us to address systemic racism through measurement.

A Conversation with James Hildreth, Ph.D, M.D., President and Chief Executive Officer, Meharry Medical College Jul 06, 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 eloquently 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.

A Conversation with Marsha Sinanan-Vasishta, Deputy Chief Nursing Officer, Mount Sinai Morningside Jun 22, 2020

This community briefing and conversation addresses health disparities in a time of crisis and beyond. Marsha Sinanan-Vasishta shed 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.

Anti-Racism and Cultural Humility: A Conversation with Dr. Ron Wyatt Jun 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.

"When we stand together, we're smarter, stronger and more resilient than this virus will ever be." Jun 01, 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.

A Conversation with Linda Knodel, Senior Vice President, Chief Nurse Executive, Kaiser Permanente May 11, 2020

What are the most significant challenges for nurses during this challenging time as we face the current COVID-19 pandemic? Linda Knodel speaks about safegaurding against the lack of PPE and scrubs as well as how to secure adequate access to protective equipment going forward. Her conversation highlights how quickly the team at Kaiser Permanente adapted and reacted in order to care for their staff in the best way possible.

All Hands on Deck - Healthcare Heroism During COVID-19 Apr 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.

A Conversation with Shantanu Agrawal, MD, MPhil, President and CEO National Quality Forum Apr 10, 2020

Dr. Agrawal also delves into his thoughts for the future and the new reality we will face collectively after this crisis. Furthermore, he highlights the significant shortcomings that must be addressed in our current healthcare system including a disparity in dependent on socioeconomic status, race, and geographic location. Listen to hear his thoughts on what we can learn and improve on post pandemic.

A Conversation with Sven Gierlinger, Senior Vice President, Chief Experience Officer Northwell Health Mar 20, 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.

"A Complicated Gift" Mar 09, 2020

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. Today, Erin is a leading voice in the space of patient engagement and co-design.

A Conversation with Cathleen Wheatley, DNP, RN, CENP, President of Wake Forest Baptist Medical Center, System Chief Nurse Executive and Senior Vice President of Clinical Operations for Wake Forest Baptist Health Feb 24, 2020

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.

"I don't want to touch peoples' faces" (and other myths about people without sight) Feb 10, 2020

In this podcast, 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.

"Bravery and Risk" Jan 27, 2020

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.

A Conversation with Dr. Joanne Conroy, Chief Executive Officer and President of Dartmouth-Hitchcock and Dartmouth-Hitchcock Health Jan 13, 2020

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.

"Clinging to that last, bottom eyelash..." Dec 16, 2019

Part 2 of our conversation with Laurie Brown Kindred dives deeper into the cancer treatments she went through, her personal reaction to a changing body and reflections about how the looks of pity from strangers on the subway impacted her. These and other insights from a women who lived through cancer with grit and grace.

"Just living life and then, BOOM! I have cancer." Dec 09, 2019

We learn how Facebook became a powerful tool for Laurie when sharing her cancer diagnosis with friends and family. Laurie also explores how she approached sharing her cancer journey with her 3-year old twin girls.

"It's an Occupation of Life to Die" Dec 02, 2019

The Right to Die is a complicated and controversial topic. Kati, a passionate and loving OT, shares her story of a family asking for her guidance when the suffering had become too much. If "patient values guide clinical decisions" what does that mean in the context of euthanasia? Kati opens this conversation up for us because, if we can't talk about end of life, how can we really support those facing it?

Thanksgiving ENCORE: Running Buddies Nov 25, 2019

When we think about Patient and Family Engagement, we usually think of it occuring during the point of care and follow up visits. What happens when patient engagement continues well after recovery? Listen to neurosurgeon, Dr. Erik Hauck, and stroke survivor, Kara Lyven, explore the benefits of becoming "running buddies" following Kara's recovery from brain surgery. How might this relationship improve clinical care and "close the loop" for the families of both the patient and the physician?

A Conversation with Senior Leadership at New York Presbyterian Nov 18, 2019

Engage in an in-depth exploration of how New York Presbyterian reinforces its commitment to humanizing healthcare and underlines the strategic role of CXO as an essential element in achieving key outcomes. Dr. Forese and Rick Evans share insights on their efforts at NYP to reinforce the humanity needed at the heart of healthcare in their commitment to best meet the needs of patients and the community they serve.

"We're all human here." Nov 11, 2019

In Part 2 of this 2 part series, we find out what life is like for Lindsay after she sought care for her crippling anxiety and how she manages her mental illness in the same way anyone with a chronic illness might. Bebe Smith provides perspective on how society's perceptions of those with mental health challenges shift over time and what we should focus on when serving those seeking help.

"In those moments, I really think I'm not going to be okay'" Nov 04, 2019

Part 1 of this 2 part series begins to explore the life of Lindsay, a woman who spent years struggling with severe anxiety and not knowing what to do about it, or even what to call it. Also in this podcast, Bebe Smith, therapist and mental health advocate, weighs in on the broader picture of current barriers for people seeking support. Join us for this glimpse into living with a mental health condition.

Rana Awdish: Looking Forward to PX2020 with a look back a PX2019 Oct 28, 2019

As The Beryl Institute ramps up for another great Patient Experience Conference in 2020, we are taking a look back at memorable moments from Patient Experience Conference 2019. One of the 2019 keynote speakers, Rana Awdish, blew audiences away with her story - being a physician fighting for her life in her own hospital. In this Encore Podcast, Dr. Awdish gets personal about life with chronic illness and life after the relase of her best selling book, "In Shock."

A Conversation with Karen Grimley, Chief Nurse Executive, UCLA Health & Assistant Dean of Nursing, UCLA School of Nursing Oct 21, 2019

Learn from Karen Grimley's vast and varied experience in the field of nursing. She has unique insight, as nurses tend to look at patients holistically, and she believes it is their responsibility to advocate and coordinate the best care possible for patients. Karen explains how situational awareness and intuitiveness are essential for impactful patient care.

Edge of Aging Part 2: "Put air in their lungs" Oct 14, 2019

In part 2 of this podcast, we pick up where we left off with Nicole Clagett and Cooper Linton, the co-hosts of the Edge of Aging podcast. This time, we explore how the Baby Boomer Generation has begun to change Long Term Care and how the attitudes around hospice have started to shift. The topics may be heavy, but the conversation is light and fun! Take a listen and see for yourself.

Edge of Aging Part 1: "If they offer pie, take it." Oct 07, 2019

Is it wrong to eat homemade pie when we visit a patient in their home? See what you think after hearing from Nicole Clagett and Cooper Linton. They started a podcast to help shift perceptions about care for the aging. Here, we get to learn from them about personal experiences that shaped their professional journeys and explore how we might think about home health services in the future.

Encore: A Conversation with Dr. Zaas, President of Duke Raleigh Hospital Sep 30, 2019

Inspired by the recent release of The Beryl Institute's 2019 State of Patient Experience Report, this encore podcast features Dr. David Zaas. The 2019 State of Patient Experience Report shows us how far we have come and Dr. Zass provides a vision for where we can go in the future.

"The mom is falling apart. Take the time to listen." Sep 23, 2019

Where does a parent turn when they have concerns about their child's mental health? Expert Bebe Smith sets the stage with a "101" on mental health language. Sarah, Zach's mother, shares her family's story about what it was like to navigate getting help for her son with Asperger's. Both women depict what parents need most during challenging and uncertain times, while seeking help for their child.

"I was fine with my body. I just didn't like that it was mine." Sep 16, 2019

Learn from Oliver as he describes "coming into himself," while he discovers his identity as a transgender teen. Alongside Oliver is Jenny, Oliver's mom and fierce advocate, who blazes a path to ensure the best medical and emotional support for her son. Through these stories, discover where healthcare systems and professionals have the opportunity to fill knowledge gaps, improve communication, and create agile systems that may just mean the difference between life and death.

“You can’t come in with the same walk” Sep 09, 2019

It takes a wide variety of professionals to ensure a positive patient experience. One vital role within healthcare, that often goes underappreciated, is law enforcement officers, who have chosen to work within the walls a healthcare setting. The individuals in this podcast have a lot to share about how they fit into the fabric of healthcare and how they can provide a model for engaging patients and families with compassion and integrity. We are excited to share the voices of Officer Graham and Officer Salinas, two extraordinary Humans in Healthcare.

Encore Podcast: Listen again and explore the work of patient advocates with these related resources Sep 02, 2019

The "You never know when it might be a day with baby chicks..." podcast was one of our most loved to date. Listen again (or for the first time if you missed it!) and explore the role of a patient advocate more deeply by reading these resources.

A Conversation with Dr. Rasu Shrestha, Executive Vice President and Chief Strategy Officer of Atrium Health Aug 23, 2019

When thinking about innovation in healthcare, Dr. Shrestha has a powerful perspective grounded in the mission of positively impacting human experience. He depicts how vital it is for innovation and technology to be applied in an intentional, focused, and urgent manner. New concepts cannot be successful, without first understanding how they will drive forward the overall mission of the organization.

Talk about The Stuff That's Killing Us: Bias in Healthcare Part 3 Aug 19, 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. Joining Dr. Wyatt is Cheslie Johnson, sickle cell patient, who helps illustrate Dr. Wyatt's points through her story. She was labeled a "drug seeker," despite narcotics being the standard of care for managing her disease.

Microaggression & Ally-ism: Bias in Healthcare Part 2 Aug 12, 2019

Dr. Ron Wyatt began this podcast series with a discussion of inequity in health. In this part of the podcast series, he shares some helpful insights for those who desire to be an ally to people experiencing bias of any kind. Dr. Wyatt is joined by D'Anna Holmes, who shares her experiences with microagression at the bedside.

A Peculiar Indifference: Bias in Healthcare Part 1 Aug 05, 2019

Dr. Ron Wyatt has long been unapologetic about exposing inequalities in healthcare for those of a certain race, zip code, or size. This three-part podcast series invites him to dig into the topics of bias and allyism, while framing solutions for a better future. In the first episode of the podcast series, Dr. Wyatt is joined by Cathy Arsenault, bariatric patient, who shares her experiences with sizeism.

Rana Awdish: Life beyond "In Shock" Jul 29, 2019

In 2008, Dr. Rana Awdish went from doctor to patient in the blink of an eye, and barely survived to tell the story. Her book, "In Shock," is likely the most influential medical memoir of our time. Dr. Awdish's voice is powerful, calling for change in how we care for patients and how we train those who deliver care. This podcast explores how Rana is doing today; years after her story was released.

A Conversation with Michael Dowling, President & CEO of Northwell Health Jul 22, 2019

Healthcare is a unique industry because at one point or another, each of us will be a patient. This is a fact that Michael Dowling ensures that all employees at Northwell Health internalize. From his experienced background in fields such as academia, government, and large insurance corporations, 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. His insights on compassionate care depict why every person should be treated as an individual, not just a patient.

Running Buddies Jul 15, 2019

When we think about Patient and Family Engagement, we usually think of it occurring during the point of care and follow up visits. What happens when patient engagement continues well after recovery? Listen to neurosurgeon, Dr. Erik Hauck, and stroke survivor, Kara Lyven, explore the benefits of becoming "running buddies" after Kara's recovery from brain surgery. How might this relationship improve clinical care and "close the loop" for the families of both the patient and the physician?

You never know when it might be a day with baby chicks... Jul 08, 2019

The label of patient advocate has many meanings in today's healthcare landscape. This podcast brings together four patient advocates who are employed by a US based healthcare organization and are responsible for addressing complaints and grievances in accordance with CMS guidelines. Learn what it's like to take on the challenges and joys of this role each day.

Just Roll with It Jul 01, 2019

It's now widely understood that burnout is an epidemic among healthcare professionals, but how often do we focus our attention on non-physician clinicians to understand their reasons for burning out? Allison Chrestensen shares her personal journey as an Occupational Therapist and a PX professional focused on broadening the conversation to support all clinicians struggling with today's healthcare challenges.

A Conversation with Dr. Zaas, President of Duke Raleigh Hospital Jun 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.

Stories are Data with a Soul Jun 17, 2019

When your patient experience includes passion and empathy, you may be experiencing healthcare in Brazil. Even in a place where empathy does not need to be taught, there is still room to make improvements. This and more from Isabela Castro, Dentist and PX Champion.

We Can't Copy and Paste Improvement Jun 10, 2019

Nairobi, Kenya is home to a kind people with a public and private healthcare delivery systems. When there is great disparity within a developing country impacting the ability to provide safe care, where does patient experience fit into the landscape? This and more from Tom Simba at Nairobi Hospital.

What we sow, shall we reap Jun 04, 2019

Aga Khan University in Pakistan is driven to improve the patient experience. Does this drive come more from a spiritual belief system rather than regulation? How does the heatlh care culture leverage this to ensure the best patient experience possible? This and more from two powerful patient experience leaders.

Expanding the Possibility of Human Experience May 31, 2019

For the expertise on which healthcare is built, we cannot forget its purpose. It is not just about operational efficiencies, though we need them. It is not just about process improvements, though we aspire to realize them. It is not just about clinical excellence, though we must expect it. Rather, it is around the needs of those that seek care to feel helped, cared for and understood. How do we ensure our systems can deliver on that human need?

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