To Care is Human

In this episode, host Kiia Lappalainen sits down with Claire Snyman and Angela DeVanney of What Matters to You World to explore how one simple question—" What matters to you? "—can transform healthcare experiences. Drawing on both professional and personal perspectives, they share powerful stories illustrating how understanding what matters most to patients leads to more personalized care, stronge...

What happens when hospitals stop treating teen volunteers as helpers and start empowering them as leaders? In this episode, Terri Ipsen sits down with Tracy Herrington and Tammy Rivera of CommonSpirit Health to explore an innovative teen volunteer program that develops leadership skills, builds confidence, and introduces young people to meaningful healthcare careers. Discover how giving teens resp...

Jason Wolf sits down with Vita Steina, one of the leading voices advancing human experience in healthcare across Europe. In this inspiring conversation, Vita shares how the loss of her young son to cancer transformed her life and sparked a mission to improve healthcare for patients, families, and caregivers. From pioneering patient experience efforts in Latvia to advocating for human experience as...

In this special What Matters to You episode of To Care Is Human: Leading the Conversation , Jason Wolf sits down with healthcare pioneer Maureen Bisognano to explore the question that sparked a global movement: "What matters to you?" Drawing on personal stories as a nurse advocating for critically ill patients to the moments that shaped her lifelong commitment to person-centered care, she shares p...

In this episode of To Care is Human, Victor Montori, M.D., joins Jason Wolf for a thought-provoking conversation on the humanity of healthcare. Together, they explore how healthcare has become increasingly industrialized, why human connection and curiosity matter in care, and what it will take to create a future grounded in "careful and kind care for all."

In this episode, Jason Wolf sits down with Jerry Mansfield, Vice President and System Chief Nursing Officer at University of Texas Medical, who reflects on how a recent bedside interaction brought him back to his childhood experiences as a patient. Through this powerful connection, he highlights how clear communication, reassurance, and presence can ease uncertainty and build trust. His story is a...

In this episode, Jason Wolf sits down with Laura Wood, Executive Vice President of Patient Care Operations and System Chief Nurse Executive at Boston Children's Hospital. As a nurse leader, Dr. Wood shares what it takes to lead the nursing operations of one of the world's top-ranked pediatric hospitals while keeping the human experience at the center of care. Whether you are a bedside nurse, a hea...

Evan Steele, Founder and CEO of rater8, reinforces how first impressions shape the human experience in healthcare. From a frustrating hotel check-in in Prague to building a platform that helps healthcare organizations listen, learn, and improve in real time, Evan shares the origin story behind rater8 and the philosophy of the "art of the warm welcome." This conversation is a practical and inspirin...

Dr. Jamie Colbert, a hospitalist at Mass General Brigham and Chief Medical Officer of Commure, joins the podcast to discuss how ambient AI is reshaping clinician presence, wellbeing, and patient trust—and what healthcare leaders must do to ensure AI enhances the human experience.

In this episode of  To Care Is Human , host Jason Wolf sits down with Anne Marie Hadley, Chief Experience Officer for New South Wales Health, to explore what it means to lead with courage, compassion, and authenticity. From her personal journey shaped by resilience and empathy to her groundbreaking work designing kindness into one of the world's largest healthcare systems, Anne Marie shares how sm...

In this episode, we sit down with Dr. Swati Mehta of Vituity and Dr. Terrance McGovern and the Director of Nursing, Robyn Dodds, from Marian Regional to talk about how they're helping teams reconnect with the human side of emergency care. They share how a simple communication tool called F.A.S.T.—First impression, Acknowledge, Sit/Say/Slow down, and Teach-back—has strengthened teamwork, reduced bu...

In this PX Marketplace edition of  To Care is Human , Stacy Palmer speaks with Kristen Valdes, CEO of b.well, about her personal journey as a mother advocating for her daughter and how it inspired a mission to simplify healthcare. Kristen shares insights on patient rights, data transparency, and the future of digital access, highlighting how empowering people with their health information can tran...

Jason Wolf sits down with Tyler Gegen to discuss his intentional path into patient experience leadership. Tyler shares how curiosity, relationships, and a focus on humanity continue to shape his work and the future of healthcare.

In this episode, Amy Kwiatkowski talks with Liddy Deacon of Sutter Health about their Emergency Department Service Ambassador Program. Liddy shares how ambassadors support patients and staff, foster meaningful connections, and improve care experiences across the ED.

Jason Wolf sits down with Edison Bond, Chief Patient Experience Officer at Episcopal Health Services, to explore his inspiring journey in patient advocacy and leadership. From personal stories of resilience to insights on love, equity, and community in healthcare, Edison shares a powerful perspective on what it truly means to elevate the human experience.

In this episode, we explore the unique impact of volunteer programs in a pediatric setting. Hear how proximity to a major medical school helps shape a strong student volunteer pipeline, creating early pathways to patient-centered care. Learn how volunteers support families, staff, and patients through programs in child life, the ED, and beyond—while building lasting connections and future healthca...

In this episode of  To Care Is Human , Terri Ipsen talks with Susan Osborne about the power of words in healthcare. Based on her PX blog, "Say this instead of," Susan shares practical tips and real examples of how small language changes can ease anxiety, build trust, and improve patient experience. Learn how intentional communication can make a lasting difference in patient care across all healthc...

Jason Wolf, President and CEO of The Beryl Institute, speaks with Jennifer Bright, MPA, President of the International Consortium for Health Outcomes Measurement (ICHOM). In this insightful conversation, Jennifer shares her personal journey and passion for transforming healthcare. Together, they explore the vital role of patient centricity and why embracing a global perspective is essential to adv...

When his son, Brayden, passed away due to complications from a congenital heart defect, John Otten harnessed the power of his grief into action to found Brave Like Me. Listen in as he and Amy Cielak, board member, discuss the profound impact an interaction with a pet can have on a patient, and how they hope to bring that experience to more and more children across the country.

Join Dr. Alexi Puran and Dr. Sherry Kroll as they introduce the Humanity in Healthcare project — a groundbreaking initiative harnessing the power of story-sharing to rebuild trust, foster connection, and restore compassion between patients and physicians. Hear their personal journeys, insights, and the simple yet transformative steps helping bring human connection back to the heart of healthcare. 

This episode explores the evolution of a pediatric Patient Experience. Dive into core values, shared ownership, and practical strategies for building trust, driving change, and creating meaningful experiences for children, families, and staff.

Recorded live at ELEVATE PX 2025, this episode of To Care is Human features Jason Wolf and Dr. Owais Durrani. Listen in as they discuss his journey in healthcare, the role of AI, and the importance of equitable care. Key takeaways included the need for ethical AI use, the critical role of communication in hospitals, and AI's potential to enhance patient care.

Israel Krush, CEO and co-founder of Hyro, sits down to discuss the emergence of artificial intelligence (AI) technology in healthcare and how it impacts the patient experience. Listen in as he shares how Hyro's focus on the patient journey is helping provide AI solutions for patients and healthcare workers alike. 

Join us as Katelyn Moser, Senior Director of Patient Experience at MedStar Washington Hospital Center, shares insights from Career and Communication Day—an innovative initiative that brings elementary school students to her campus. This program not only reinforces essential communication skills among staff but also introduces children to the diverse career opportunities within healthcare. Don't mi...

Achieving work-life balance is essential for overall well-being, especially in healthcare. Join us as Robert Cote, a patient advocate for the VA, shares his personal journey through imbalance and the steps he took to restore stability. Discover the warning signs, practical strategies for self-care, and the importance of setting boundaries. Cote's powerful message reminds us: caring for yourself is...