Healthcare Experience Matters

We are thrilled to be joined by Michelle Spurlock, MSN, MBA, for this week’s edition of the Healthcare Experience Matters Podcast. This chat is focused on elevating the patient experience in behavioral health and engaging the behavioral health workforce.  Michelle currently serves as Vice President of Nursing Services with Acadia Healthcare. As a native of Louisville Kentucky, she has spent her 37...

Three practical strategies that can be implemented to boost physician engagement are presented this week on our Healthcare Experience Matters Podcast. We encourage you to make time for today’s episode with Dr. George Mayzell and Brooke Billingsley if physician engagement is a priority in your organization. This short podcast (less than 30 minutes long) could make a major difference in your strateg...

Healthcare Experience Foundation (HXF) Executive Coach, Deborah Zastocki, DNP, Ed. M., MA, RN, NEA-BC, FACHE, joins our program this week. We are pleased to welcome her back to our podcast for a chat about creating conditions to motivate clinicians in busy environments. Learn More: https://healthcareexperience.org/motivate-clinicians/  

Matthew Whitaker, PhD, joins our Healthcare Experience Matters Podcast this week for a timely discussion about Justice, Equity, Diversity, and Inclusion (JEDI). Dr. Whitaker is a faculty member here at the Healthcare Experience Foundation (HXF) and he is the founder and Chief Executive Officer (CEO) of Diamond Strategies, LLC. Learn more: https://healthcareexperience.org/jedi/  

Understanding the consequences of what quiet quitting means to the core of your healthcare organization is at heart of our episode this week. It is a discussion led by Brooke Billingsley and Karl J. Ahlrichs, SHRM-SCP, SPHR, CSP. You may have heard the recent term quiet quitting. In this podcast we explore the quiet quitting phenomenon and look at the impact and cost it may have on your organizati...

We have Dr. Kacey Gibson back on our Healthcare Experience Matters Podcast this week for a chat about implementing the BATHE technique in your daily interactions as a healthcare provider. Dr. Gibson is a family medicine doctor in Pensacola, Fla., and a Physician Coach faculty member with the Healthcare Experience Foundation (HXF) team. She has an unrelenting passion for improving physician/patient...

Today we dive into one of the most frequently requested topics that we get here at the Healthcare Experience Foundation (HXF) and that is conflict.  This week’s episode of the Healthcare Experience Matters Podcast covers: Interpersonal conflict in our day-to-day interactions Conflict between leaders and team members Peer-to-peer conflict Conflict between individuals and their reporting supervisor...

Our friend Lara Burnside is back on the Healthcare Experience Matters Podcast this week. Lara and our Podcast Director, Casey Callanan, discuss the art of providing great patient experiences to move our workplace culture forward in this new podcast. Lara currently serves as Senior Vice President, Chief Experience Officer, with JPS Health Network in Texas. Lara has been a healthcare professional fo...

Tackling some of the toughest topics in healthcare is what this podcast is all about and for many folks out there, few things are as seemingly difficult as battling incivility. We are grateful for the return of Jeff Robbins, MBA, CPXP, to our Healthcare Experience Matters Podcast this week as we discuss fighting incivility in the workplace. Jeff is the Director of Coaching here at the Healthcare E...

We are excited to welcome Hope Brown back to the Healthcare Experience Matters Podcast this week for a discussion about patient experience leadership.  Hope is the Patient Experience Director with Children's Hospital and Medical Center, a regional pediatric specialty health care center in Omaha, Nebraska. Learn more: https://healthcareexperience.org/hope-brown/  

This week we learn what the field of music therapy can teach us about mindfulness, fighting burnout, and its impact on patient experiences. Our guest is Jenna Bollard-Marcovitz, MA, MT-BC, CCLS.  She brings us a powerful interview on the role of music therapy in today’s healthcare environment.  Learn more: https://healthcareexperience.org/music-therapy/  

This week’s guest on the Healthcare Experience Matters Podcast is Brooke Billingsley. She has been a healthcare professional for more than 25 years and currently serves as Vice President of Service Excellence with the Healthcare Experience Foundation (HXF). Brooke will be a featured speaker at our upcoming Compassionate Leadership event. Brooke is a leading voice when it comes to communicating the...

To create learning and improvement, giving feedback is essential. This week, our podcast explores what gets in the way of effective feedback and dives into our top five strategies to give more effective feedback. Katie Owens is our featured speaker for today’s episode. She currently serves as HXF Co-Founder and President. Learn more: https://healthcareexperience.org/giving-feedback/  

This week we are joined by a veteran guest of the Healthcare Experience Matters Podcast to discuss the different ways we can work to move past empathetic distress as healthcare workers. We welcome back Kathleen Lynam, RN, MPA, for a very important and timely discussion on this pressing issue in the healthcare community that impacts society as a whole too.  Kathleen is an Executive Coach and Senior...

Defining patient experience excellence is at the foundation of our podcast interview this week with Lara Burnside. Lara is Senior Vice President, Chief Experience Officer with JPS Health Network in Texas. With 25 years of experience in this field under her belt, we are extremely excited for her inaugural appearance on the Healthcare Experience Matters Podcast.   JPS is the public hospital in Tarra...

The need to foster healthy work environments for our leaders, staff and physicians and equip our teams with tools to broaden civility and combat incivility is at an all-time high.  Over the past 12 months our Healthcare Experience Foundation (HXF) team’s research and coaching have uncovered an unprecedented cost attached to incivility within healthcare organizations. Join Healthcare Experience Fou...

Joining us this week is Deborah K. Zastocki, DNP, EdM, MA, RN, NEA-BC, FACHE(r). She brings her expertise to our show while expressing her thoughts on how effective leadership can aid in reducing employee turnover. Deborah is a Coach with us here at the Healthcare Experience Foundation. With more than 30 years of experience, Deborah’s professional career has been highlighted as a clinical professi...

Hope Brown joins the Healthcare Experience Matters Podcast this week to share her thoughts on what it takes to advance the patient experience in pediatric care.  On today’s discussion, we learn about some key challenges that exist when it comes to providing excellent patient experiences for children. Hope currently serves as Director of Patient Experience with Children’s Hospital and Medical Cente...

Today’s podcast with Dr. Kacey Gibson might best be summed up in three simple words: “Just Be Human.” We are excited to be joined by Dr. Gibson for the first time on our Healthcare Experience Matters Podcast this week. She delivers a terrific interview regarding the importance of careful communication with patients. We also talk in-depth about maintaining strong empathy for our patients in fast-pa...

This week on the Healthcare Experience Matters podcast we are exploring the practical application of new research on leader behaviors. This is a fantastic recap on what’s new in this field and how we can apply it to our everyday working environments in patient care. This episode is a condensed version of a recent live learning event from the Healthcare Experience Foundation’s content team. This le...

We are excited to bring you an insider’s guide to leading with compassion this week on the Healthcare Experience Matters Podcast. Our guest is Healthcare Experience Foundation (HXF) Co-founder and President, Katie Owens. “Compassionate leaders are self-motivated. They're able to influence employees and medical staff positively,” she told us. Learn more: https://healthcareexperience.org/leading-wit...

After the recent birth of his first child, Healthcare Experience Foundation’s Podcast Director, Casey Callanan, joins the Healthcare Experience Matters as a guest this week. While typically serving as the host, this is the first time Casey has joined our podcast as a guest since the show’s inception in 2021. After receiving an outstanding patient experience upon the birth of his first child, today...

Healthcare Experience Foundation (HXF) Physician Coach, Trevor Turner, MD, brings his enthusiasm for the patient experience to our podcast this week. Dr. Turner joins us for a discussion about upholding empathy and thorough communication in a demanding patient care setting.  In addition to his HXF coaching role, Dr. Turner is Director of Center for Orthobiologics at Georgia Bone and Joint, a midsi...

How to build and sustain a positive workplace culture is explored this week on the Healthcare Experience Matters Podcast. Katie Owens, Healthcare Experience Foundation (HXF) co-founder and president is our guest. We are excited to welcome Katie back for this crucial conversation on the ins and outs of creating a positive workplace culture that lasts.  It is far from a secret that there is often a...

Everyone is pressed for time in healthcare and effective communication has always been a top priority. Effective communication does not necessarily need to take more time to implement though. As we learn on today’s podcast episode with Dr. George Mayzell, often it’s a matter of rephrasing things.  Today’s podcast episode comes with a companion infographic with many suggestions for better using lan...