Healthcare Experience Matters

Advisors, mentors, and coaches—family and friends—you will need to lean on all these people in your support system as a healthcare professional. Given the rigors of working in healthcare, a coach can be your strongest professional ally, helping you objectively see things without bias (or an interest in the outcome.) Unlike many individuals in our professional circles, a coach will always remain un...

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 edition of the Healthcare Experience Matters Podcast, our host, Casey Callanan, interviews Michelle Brady, MSHAL, BSN, RN,...

Healthcare Experience Matters is back this week with a new episode as listeners are treated to an insightful conversation with Deanna Frings, an Executive Coach at the Healthcare Experience Foundation (HXF). With an extensive background in healthcare that encompasses clinical, operational, and leadership roles, Deanna brings a wealth of wisdom and a unique perspective to the world of elevating pat...

We are excited to welcome back a familiar face to the Healthcare Experience Matters Podcast this week! Nita Magee, PhD, RN, MHNP-BC, returns for her latest appearance on our show and a crucial talk about actively listening to patients with empathy and the drastic difference it can ultimately make for better outcomes. As our dedicated listeners can attest, Dr. Nita A. Magee's insights consistently...

A simple thanks can go a long way. At the Healthcare Experience Foundation, we firmly believe that an incredible portion of effective healthcare leadership, and excellent patient experiences, starts with a simple premise: thankfulness.  To get you in the Thanksgiving spirit, we encourage you to check out inspiring snippets from recent podcast interviews featuring speakers and presenters who are th...

Coleen Santa Ana, MHA, is our guest on the Healthcare Experience Matters Podcast this week, where she explores why executive coaching is becoming increasingly important in the healthcare industry. As an Executive Coach with the Healthcare Experience Foundation, Coleen brings over 20 years of healthcare executive leadership experience to the table. In today’s podcast, Coleen details the distinctive...

Ramonita Jiménez, DNP, MPA, RN, NEA-BC, Chief Nursing Officer with Hackensack University Medical Center joins our Healthcare Experience Matters Podcast this week. We are honored to have Dr. Jiménez join our weekly program to discuss the multitude of innovative ways medical institutions of all scopes and sizes can effectively address nurse retention challenges. Learn More: https://healthcareexperie...

Jan Gnida CPXP and Katie Owens, MHA, CPXP, join us on the Healthcare Experience Matters Podcast this week as we examine the interesting shifts in data within patient experience trends since the start of the pandemic. Jan is the Senior Vice President of Research Operations for PRC, and this is her first time joining our podcast. Katie is a familiar voice to our podcast listeners and joins us once a...

In this week’s episode of the Healthcare Experience Matters Podcast, we are joined by Barbara Khozam, a Certified Patient Experience Professional (CPXP), and “professional patient.”  Barbara shares insights into her deep involvement in healthcare through mystery shopping the patient experience. As a professional patient, Barbara delves into the world of mystery shopping, helping healthcare organiz...

Mark Rulle, EdD, joins our show this week for an honest conversation about what needs to change in healthcare leadership. If we are to build a prosperous future for our patients and healthcare workers, we must recognize that the key ingredient might just be compassion. It's essential to work towards having compassion radiate throughout your organization. This is Dr. Rulle’s first time joining us o...

To get you in the spirit for our upcoming Foundations in Compassionate Leadership Certificate program, we encourage you to check out inspiring snippets from recent podcast interviews featuring speakers and presenters who are at the heart of what makes this program so impactful. We hope you enjoy checking out these podcast interviews and please mark your calendars for this upcoming two-day virtual...

Laura Orr, a seasoned healthcare executive with extensive experience in navigating governance complexities and executive leadership, joins us this week on the Healthcare Experience Matters Podcast for a chat about subsidiary boards. This is Laura's second appearance on our show. In addition to her years of operations, strategic planning, and board governance experience within the healthcare sector...

Attention! Time is running out to join our October 5th and 6th DEI Foundations Certificate program. This program consists of two half-day virtual cohort sessions designed to equip leaders, staff, clinicians, and physicians with the knowledge and strategies needed to foster interpersonal growth and meet the demands of today's healthcare environment Register now and learn more by clicking here: http...

We are excited to be joined by Dr. Joshua Schwarzbaum as our guest once again this week on the Healthcare Experience Matters podcast. As a longtime emergency room physician in New York City, Dr. Schwarzbaum has plenty of experience breaking down communication barriers with patients. He joins our show this week to talk about using a calming presence to defuse even the most distraught patients in th...

In the latest episode of the Healthcare Experience Matters podcast, we welcome back Dr. Robert "Rob" Minkes, surgeon, and Physician Coach with the Healthcare Experience Foundation.  This week, Dr. Minkes joins us to discuss the Bias Aware Coaching Framework, shedding light on its role in fostering inclusive leadership. Topics we cover on today’s interview: What is bias aware? The bias aware coachi...

To enhance your communication skills, and better assist patients, you might want to consider enrolling in an evening improv class. As we explore in this week's edition of the Healthcare Experience Matters Podcast, improv could be a beneficial step toward personal growth, professional development, improved listening skills, and even combating burnout.  Our guest this week is Dr. Michael Smith, the...

Joining us on today’s episode of the Healthcare Experience Matters Podcast is Amy Buchwald, a longtime volunteer, actor, comedian, producer, and writer. She shares insights into the unique approaches she has implemented over the years as a volunteer to elevate the patient experience.  This interview offers many insights from Amy that have the strong potential to motivate others to volunteer and pr...

Carolyn Ward, MD, joins our podcast this week for a candid chat about the impact of burnout on healthcare workers and potential remedies. We're excited to have Dr. Ward in this conversation as she shares her personal experiences combating burnout and provides suggestions on how the healthcare industry as a whole can better address this widespread concern. Highlights from today's podcast include: E...

Actor-turned-activist Danny Woodburn joins the Healthcare Experience Matters podcast this week to discuss his journey of fighting for change and inclusion within the arts and beyond. Danny is a veteran actor and longtime comedian. He has also dedicated much of his life to activist causes, and this includes being an integral part of the disability rights movement. He most famously played Mickey Abb...

"Please enjoy this week's edition of the Healthcare Experience Matters Podcast, which features a repackaged broadcast of our recent webinar titled 'Back to Basics - Relationship Rounding to Drive Outcomes.' This highly popular and well-received webinar has been edited and condensed to offer a more listener-friendly podcast experience. Trust in leadership remains a key driver of clinician and physi...

When expectations are managed properly, trust is built, and disappointment can be prevented. We are delighted to welcome back a familiar face to the Healthcare Experience Matters Podcast this week! Dr. Nita A. Magee, PhD, RN, MHNP-BC, returns for her third appearance on our show and a crucial talk about managing patients’ expectations. As loyal listeners to our show can attest, her insights are al...

We are thrilled to host Carly Newton this week to compare and contrast some of the unique patient experience nuances in the United States and Australia.  Carly Newton is a registered nurse and Manager of Therapy Access at Terumo Blood and Cell Technologies. Carly brings a unique perspective to the conversation as she shares her firsthand experiences as both a patient in the U.S. and a nurse in Aus...

This week on our podcast, we welcome Deborah Zastocki, DNP, Ed. M., MA, RN, NEA-BC, FACHE, and Katie Owens, MHA, CPXP, to provide us with an overview of the CARES™ model for highly reliable patient communication. CARES™ is a set of macro competencies developed by our Healthcare Experience Foundation (HXF) team based on nearly 15 years of studying and coaching patient communication interactions wit...

World-renowned surgeon, author, professor and patient healthcare advocate, Henry Buchwald, MD, PhD, joins the Healthcare Experience Matters podcast this week. Dr. Buchwald is currently Professor Emeritus of Surgery and Biomedical Engineering at the University of Minnesota. In his new book, "Healthcare Upside Down: A Critical Examination of Policy and Practice," Dr. Buchwald contends that the healt...

Often, it is the minor details that add up to make a major difference in elevating the patient experience. As we learn on this week’s episode, many overlooked “little things” can make a substantial difference in delivering excellent patient experiences. In our latest episode of the Healthcare Experience Matters podcast, Dr. Christine Meyer, an internal medicine physician, shared her insights on th...