Healthcare Experience Matters

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 gu...

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 se...

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 leade...

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 thei...

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...

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...

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...

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 stor...

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 th...

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 rapid...

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) mode...

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 m...

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 serv...

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 devi...

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 ex...

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 pat...

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...

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...

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 educ...

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 fear...

Craig Joseph MD, FAAP, FAMIA, is our guest this week on the Healthcare Experience Matters Podcast for a candid discussion on technologies’ evolving role in improving patient experiences and fighting burnout among healthcare workers. As an accomplished speaker on this topic, Dr. Joseph highlights the importance of designing technological solutions in healthcare with a human-centered approach, focus...

Joining our Healthcare Experience Matters show for the second time in as many weeks is Elisa Grace, the vice president of coaching here at the Healthcare Experience Foundation (HXF).  Elisa brings us insights on the power of embracing inclusion and belonging in healthcare while outlining the need for inclusive healthcare leadership and the challenges surrounding the language of DEI, the evolving t...

This week on the Healthcare Experience Matters show, we’re interviewing Elisa Grace, the Vice President of Coaching at the Healthcare Experience Foundation (HXF). Elisa joins us to discuss coaching's role in elevating excellent patient experiences and showcasing some of its measurable impacts. We also explore into the common myths and misconceptions surrounding coaching, clarifying what it is and...

Within a typical healthcare leader's journey and their rise in management ranks, it is not uncommon to transition from a colleague and friend to a position of authority. When navigated properly in healthcare, this transition can be seamless, fruitful, and mutually beneficial to all parties involved, including the parent organization and the patients/communities it serves. When mismanaged, this tra...

Shari Gold is our guest this week on the Healthcare Experience Matters Podcast. She currently serves as Senior Vice President for Regulatory Compliance and the Chief Quality & Equity Officer with Bergen New Bridge Medical Center in New Jersey. She is a Healthcare Quality and Regulatory Compliance Executive, and we are honored to have her join our show to discuss the real-world benefits of enga...