Healthcare Experience Matters
Welcome to the official podcast of the Healthcare Experience Foundation. Every one of the millions of small encounters that comprise the healthcare experience serves as a chance to seek excellence, change someone’s day, week, or month. These experiences may even change a patient’s outlook on life itself. This podcast’s mission is in lockstep with Health Experience Foundation’s ongoing drive to create demonstrable improvements in patient experiences of care. It exists to improve quality and safety outcomes and assist institutions with retaining star employees.
Episodes
We are honored to host a panel interview this week on the Healthcare Experience Matters podcast, where we will discuss confronting the burnout rates prevalent among medical assistants and patient care coordinators.
Our panel includes returning guest Timothy Seay-Morrison, EdD, LCSW, Senior Vice President of Service Lines and Chief Ambulatory Care Officer at Stanford Health, joins our first-time guest Roberto Rodriguez, MSN, RN, Sen...
In this 'best-of' edition of the Healthcare Experience Matters Podcast, we are honored to present an encore presentation of this episode with Michelle “Missy” Moorhead, MSN. It is a lively discussion about why she is so passionate about the patient experience. We also discuss why excellent patient experiences matter today more than ever. With Lee Health in Fort Meyers, Florida, Missy currently serves as Patient Experience and Enga...
In this 'best-of' edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was originally released in 2021 and is more relevant than ever today.
This episode of our podcast is about the importance of senior leaders rounding on physicians and providers. Our guest is Healthcare Experience Foundation (HXF) co-founder and president, Katie Owens.
When senior leaders round on physicians appropriatel...
In this "best-of" edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was originally released about a year ago.
When we look towards enhancing the patient’s experience, it's not always about the time spent with patients. Although more time would be appreciated, healthcare providers can often make a more significant impact through the words used and their overall demeanor.
In this week's ...
In this "best-of" edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was originally released around the holidays in 2022.
In this popular episode, Healthcare Experience Foundation (HXF) Executive Coach, Deborah Zastocki, DNP, Ed.M., MA, RN, NEA-BC, FACHE, joins our program for a chat about creating conditions to motivate clinicians in busy environments.
Learn More: https://healthcareexpe...
In this "best-of" edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was originally released three years ago on Thanksgiving Day 2021. The importance of gratitude is something that should always be top of mind, but it is especially relevant to discuss around the holidays.
Being released on the same day as Thanksgiving here in the United States, Katrina Coleman, BSN, MSN, joined our Heal...
In this "best-of" edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was released almost exactly one year ago to the day. Please enjoy this replay of one of our most popular episodes ever, featuring Ramonita Jiménez, DNP, MPA, RN, NEA-BC, Chief Nursing Officer at Hackensack University Medical Center, who joins us for this incredibly memorable discussion on retaining nurses.
Dr. Jiménez ...
Terry Mainous, MSN, RN, CMPE, Chief Nurse Executive and Vice President of Operations at Lee Physician Group in Fort Myers, Florida, joins our Healthcare Experience Matters Podcast this week to share an emotional story about learning from the mistakes of other people, and the role of empathy in delivering an unwaveringly excellent patient experience.
This discussion is highlighted by a moving story that Terry shares, involving her ...
This week on the Healthcare Experience Matters Podcast, we are rebroadcasting our recent live webinar dedicated to HCAHPS and hosted by the Healthcare Experience Foundation coaching team.
Watch the video here: https://youtu.be/NF2zfUGvJ2k
This webinar offers essential insights for CEOs and Boards regarding the upcoming HCAHPS 2.0 changes and how to enhance patient care effectively in light of these changes.
During this conversatio...
This week, we’re gearing up for a November full of Leadership Certificate Program opportunities from the Healthcare Experience Foundation (HXF) by featuring this “best-of leadership” episode on the Healthcare Experience Matters Podcast.
This episode features snippets from previous podcast guests that quickly dive right into the essence of what defines effective healthcare leadership in these rapidly changing times, with 2025 right ...
In the latest episode of our Healthcare Experience Matters podcast, James Lonquist, MD, an accomplished cardiothoracic surgeon and expert in healthcare teamwork and leadership, joins us to explore the essential elements of teamwork in healthcare and their implications for leadership.
Kathleen Lynam, RN, MPA, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF) moderates today’s discussion.
When it c...
Ramonita Jiménez, DNP, MPA, RN, NEA-BC, Chief Nursing Officer with Hackensack University Medical Center is our guest on the Healthcare Experience Matters Podcast this week for timely conversation on leadership empowerment.
Conducting today’s interview as our special guest host is Kathleen Lynam, RN, MPA, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF).
Learn more: https://healthcareexperience.o...
Making a memorable repeat appearance on the Healthcare Experience Matters Podcast this week is Shari Gold. We dive into the extremely important topic of strengthening health equity to enhance healthcare quality.
We also explore the nuances of how equity and quality are intertwined—and inseparable—in healthcare.
Shari is a dedicated leader in the healthcare sector with a proven track record of serving others. She currently holds the...
We welcome Jody Thomas, PhD, the Chief Executive Officer of the Meg Foundation, to our Healthcare Experience Matters Podcast this week.
As a licensed clinical psychologist and internationally recognized expert in pain and pediatric health, Dr. Thomas is making her first appearance on our weekly show.
Words are powerful tools and should best be utilized with the precision of any other “medical device.”
As outlined in today’s intervi...
Denise Robinson, DNP, MPH, BSN, RN, WOCN, is a celebrated nursing executive with more than two decades of nursing experience. She joins the Healthcare Experience Matters Podcast this week to discuss effective strategies for navigating difficult conversations with healthcare colleagues.
As a nursing executive, this subject matter is near and dear to her heart, and she has extensive communication experience in tackling tough conversa...
Healthcare Experience Matters Podcast veteran Dr. Joshua Schwarzbaum returns to the program this week to share his wisdom and compassion as we explore harnessing childlike curiosity to provide better, more empathetic interactions with our patients.
As a longtime emergency room physician in New York City, Dr. Schwarzbaum has spoken in-depth about strategies for finding common ground, exercising patience, and delivering exceptional b...
In this week's episode of "Healthcare Experience Matters," we discuss disinformation in healthcare and provide tangible strategies for clinicians. Our guest is Geeta "Dr. G" Nayyar, MD, MBA. Dr. G is a globally recognized chief medical officer and technologist, as well as the Wall Street Journal bestselling author of "Dead Wrong: Diagnosing and Treating Healthcare's Misinformation Illness." Dr. G has appeared on CNBC, CNN, and CBS,...
What can be done when hearing loss impacts patient/provider communication and the overall patient experience? This week, Keith N. Darrow, Ph.D., CCC-A, is our guest on Healthcare Experience Matters to shed some light on this issue.
He also provides key insights into the difference between “hearing” and “listening,” and how these distinctions affect communication, ensuring that barriers to quality patient care are removed.
Dr. Darro...
As we are now just one week away from the start of our new cohort for the Foundations in Inclusive Leadership Certificate program, we are joined this week on our Healthcare Experience Matters podcast by Elisa Grace, VP of Coaching at the Healthcare Experience Foundation (HXF), and Physician Coach George Mayzell. They join us to provide a preview of what this event is all about and explain why education surrounding inclusive leaders...
In this week’s edition of the Healthcare Experience Matters Podcast, we invite Leslie Pagel to the show. Leslie is an expert in customer experience (CX) strategy, here to discuss navigating the great balancing act of embracing technology, such as conversational artificial intelligence (A.I.), as it evolves drastically, without losing the human touch in healthcare.
She also debunks many of the fears surrounding A.I. in healthcare, s...
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