Healthcare Experience Matters

This week on the Healthcare Experience Matters Podcast we are thrilled to share with you the rebroadcast of our HCAHPS 2.0 webinars covering the most important upcoming changes to the survey that will be headed our way in 2025. Last month the Healthcare Experience Foundation (HXF) team delivered two free webinars designed to prepare you and your team for success with HCAHPS 2.0. We provided a high...

In this week’s Healthcare Experience Matters podcast episode we are honored to be joined by compassionate patient advocate, David Ezon, MD, a pediatric cardiologist and associate professor of pediatrics with Mount Sinai Hospital in New York. He's also the creator of The Patient Empowerment Workshop™, as well as the author of the new book Survive and Conquer: Your Guide When Illness Strikes. Learn...

The Healthcare Experience Matters Podcast is back this week with a brand-new episode featuring Katie Owens, MHA, CPXP, and Kathleen Lynam, RN, MPA. In addition to their roles as Healthcare Experience Foundation (HXF) coaching faculty, Katie currently serves as HXF President and Co-Founder, while Kathleen is an Executive Coach and Senior Advisor with HXF. Both of today’s podcast contributors have p...

An important discussion on including patients' voices in the dialogue on improvements to safety management practices takes place this week on our Healthcare Experience Matters Podcast.  We are joined by Kumar Subramaniam, President/CEO at SafeTower Inc., and Eileen Kasda, Vice President of Patient Safety at SafeTower, in our newest episode, moderated by Healthcare Experience Foundation (HXF) Presi...

An indispensable pillar of leadership is strong communication, and effective communication with the c-suite is crucial for improving our environment at scale and building a thriving atmosphere for staff. This is especially true in healthcare when it comes to communicating with the C-Suite.  George Mayzell, MD, MBA, joined our Healthcare Experience Matters Podcast this week to discuss how doctors c...

For as much as they accomplish and contribute to society, physicians and many healthcare practitioners often fail to recognize themselves as leaders. This week on the Healthcare Experience Matters Podcast, we're joined by Rob Minkes, MD, PhD, MS-LOD, who offers insights on how physicians can overcome the inherent challenges of recognizing themselves as leaders. As part of his ongoing work with HXF...

Carla Parker-Hollis joins the Healthcare Experience Matters Podcast this week to discuss the essential elements of authentic healthcare leadership. This discussion is moderated by Kathleen Lynam, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF). Carla is the Chief Operating Officer of Jersey City Medical Center at RWJBarnabas Health. Kathleen and Carla are majo...

Today’s podcast is a 'Best of' episode of Healthcare Experience Matters, where we explore some of the most impactful conversations that have taken place on our show related to self-compassion and empathy’s role in building future healthcare leaders. We’re highlighting three influential interviews that have taken place on our podcast in this 'best of' compilation, including: What Compassionate Heal...

In this week’s impactful episode of the Healthcare Experience Matters Podcast, we delve into the core aspects of fostering a culture of belonging. Belonging should be an unwavering cultural value, as we firmly believe it leads to a more engaged healthcare workforce, instilling a deeper sense of purpose for all involved. Ultimately, building a culture of belonging entails creating an environment wh...

This week on the Healthcare Experience (HX) Matters Podcast, our guest is Kathy Boswell. We'll be exploring the four dimensions and competencies of emotional intelligence and how they can help promote inclusiveness in healthcare environments. Kathy is a Coach and National Speaker with the Healthcare Experience Foundation (HXF). She is also a featured instructor at HXF’s quickly approaching Spring...

Rob Minkes, MD, PhD, MS-LOD, and Robert Eisinger, PhD, both coaching faculty members at the Healthcare Experience Foundation (HXF), join us on our weekly Healthcare Experience Matters Podcast to address some of the lingering questions surrounding medical professionalism. Vagueness of Medical “Professionalism” Last month, the New York Times published an article that caught our attention here at HXF...

What's often left unspoken can assist us in better healing patients and being there for them in their times of deepest distress. Delving into this mystery often necessitates a profound form of listening, which can be the key to unlocking the root of that distress. We are excited to be joined by Dr. Joshua Schwarzbaum as our guest once again this week on the Healthcare Experience Matters podcast. A...

In the latest episode of the Healthcare Experience Matters Podcast, we look into the benefits of investing time into DEI education and training in today’s healthcare environment. Joining us for today’s chat is Brian Bustoz, MBA, CPXP, the Director of Patient Experience Service Excellence at Dignity Health Arizona, Central, and West Valley Market. Brian joins us to help shed light on the crucial in...

Catherine Richards Golini, PhD, a Healthcare Editor with Karger Publishers, and plain language expert, joins the Healthcare Experience Matters Podcast this week for a timely chat on patient education. We’re on a mission to improve the patient experience through all facets of care, with patient education and communication at the heart of so much of that mission. Today’s conversation is another rive...

Kathleen Lynam, RN, MPA, joins our Healthcare Experience Matters Podcast this week to discuss the three essential leadership qualities she has found to be enduring. Having a deep-seated passion for your work, bringing a people-centered approach to the table, and maintaining a visionary mindset are the enduring attributes that all emerging leaders in our field should be keenly aware of, according t...

Today’s episode of the Healthcare Experience Matters Podcast is a chat with Steve Meth, JD, MS, Chief Patient Experience Officer, Johns Hopkins Medicine, about what it means to lead with inclusivity in today’s modern healthcare landscape. Drawing from his extensive experience and unique professional background, Steve highlights the significance of effective communication, coordination, and trust i...

There are many intangibles that make up an excellent patient experience. Often times it starts with the parking lot – like are there actually enough spaces in the garage to park? It seems simple, but it can go a very long way in healthcare service excellence. This is something we should all be striving to improve in our field. Stepping away from the clinical aspects and the doctor-patient relation...

According to research, approximately 75% of the general population experiences a fear of public speaking.* When combined with the fact that many medical professionals tend to be introverted by nature, it is safe to assume that a love or passion for public speaking is not common in healthcare. Furthermore, it is probably  safe to conclude that doctors are closer to the population that is likely to...

This week’s episode of the Healthcare Experience Matters Podcast takes a deep dive into the Healthcare Experience (HX) Academy, and how it can drive better patient encounters.  Today's discussion is moderated by HXF President Katie Owens. Healthcare experiences consist of a million small encounters, each contributing to the overall impression of your organization. The HX Academy empowers you to en...

Join moderator Deanna Frings and panelists Drs. Rob Minkes and George Mayzell on this week's Healthcare Experience Matters Podcast. In this special episode, we feature a discussion on avoiding the pitfalls of chart wars and bias to ensure equitable practices. This podcast is a rebroadcast of a live learning event from the Healthcare Experience Foundation team. If you missed the webinar, be sure to...

Tiffany C. Chaney, FACHE, joins the Healthcare Experience Matters Podcast this week to discuss the practical application of cultural humility. In addition to being a Fellow with the American College of Healthcare Executives (FACHE), Tiffany is Chief Diversity Officer with Baptist Health in Montgomery, Alabama. Throughout her career, she has been guided by the belief that every single person deserv...

Vanessa Guzman brings us the keys to building a more inclusive healthcare system in this week’s heartwarming edition of the Healthcare Experience Matters Podcast. In addition to her role as a passionate advocate for health equity, Vanessa is Chief Executive Officer at SmartRise Health and Ella Es Health. She is also a strategy and empowerment coach. With themes of gratitude, the power of finding t...

In this week's episode of Healthcare Experience Matters, we have the pleasure of being joined by Brenda Ayers, MD, a Physician Coach at the Healthcare Experience Foundation (HXF). This crucial podcast interview offers an in-depth exploration of what it takes for healthcare leaders to develop a heightened awareness of implicit bias. Dr. Ayers is not only a passionate speaker but also a dedicated he...

This week on the Healthcare Experience Matters podcast, we're discussing the role that governing boards play in the ongoing quest to elevate patient experiences in the modern and ever-changing healthcare environment. Our guests this week include Laura S. Orr, MHA, CEO of FORWARD Governance Consulting, and Katie Owens, President of the Healthcare Experience Foundation.  We delve into insights from...

In this week's edition of the Healthcare Experience Matters Podcast, we take an in-depth look at some of the (often overlooked) benefits of medical scribes and their positive impact on the patient experience. We are excited to welcome Dr. Christine Meyer, an internal medicine physician, back to our program for today’s episode. This is the second appearance of Dr. Meyer on our weekly podcast series...