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 guest Roberto Rodriguez, MSN, RN, Senior Director of Primary Care and Employer-Based Health Centers wi...
Feb 20, 2025•25 min•Ep. 179
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 serves as Patient Experience and Engagement Specialist. The Healthcare Experience Matters Podcast is de...
Jan 23, 2025•15 min•Ep. 178
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 leaders round on physicians appropriately, they form a rapport that bridges gaps to create better cohesio...
Jan 09, 2025•15 min•Ep. 177
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 their overall demeanor. In this week's edition of the Healthcare Experience Matters Podcast, our host, Ca...
Dec 26, 2024•18 min•Ep. 176
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. Learn More: https://healthcareexperience.org/motivate-clinicians/...
Dec 12, 2024•25 min•Ep. 175
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 Coleman, BSN, MSN, joined our Healthcare Experience Matters podcast for a chat about the many benefi...
Nov 28, 2024•18 min•Ep. 174
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 on retaining nurses. Dr. Jiménez discusses the many ways medical institutions of all scopes and siz...
Nov 14, 2024•23 min•Ep. 173
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 story that Terry shares, involving her family and the extra spark it ignited within her to vow that her i...
Oct 31, 2024•8 min•Ep. 172
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 these changes. During this conversation, we cover the most significant modifications to the survey that ...
Oct 24, 2024•40 min•Ep. 171
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 rapidly changing times, with 2025 right here on the horizon. Click below for more information on attendin...
Oct 17, 2024•11 min•Ep. 170
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) moderates today’s discussion. When it comes to building teams and leadership in healthcare, Dr. Lonquist...
Oct 10, 2024•13 min•Ep. 169
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 more: https://healthcareexperience.org/leadership-empowerment...
Oct 03, 2024•15 min•Ep. 168
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 serving others. She currently holds the position of Senior Vice President for Regulatory Compliance and ...
Sep 26, 2024•12 min•Ep. 167
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 device.” As outlined in today’s interview, the language we use as parents, caregivers, and medical provi...
Sep 19, 2024•13 min•Ep. 166
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 experience in tackling tough conversations with patients, colleagues, and fellow nursing leaders over ...
Sep 12, 2024•18 min•Ep. 165
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 patience, and delivering exceptional bedside interactions with patients, no matter how distraught their...
Aug 22, 2024•15 min•Ep. 164
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 has appeared on CNBC, CNN, and CBS, and she previously served as chief medical officer for Salesforc...
Aug 15, 2024•11 min•Ep. 163
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 patient care are removed. Dr. Darrow is a distinguished neuroscientist, clinical audiologist, certif...
Aug 08, 2024•10 min•Ep. 162
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 education surrounding inclusive leadership is more crucial in healthcare now than ever before in our pro...
Aug 01, 2024•7 min•Ep. 161
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 fears surrounding A.I. in healthcare, such as job security issues and discusses the concerns that the pa...
Jul 25, 2024•12 min•Ep. 160
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, focusing on how humans think and behave. Throughout this episode, Dr. Joseph shared insights from his boo...
Jul 18, 2024•15 min•Ep. 159
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 terminology and brewing political debates, and the need to understand the historical context and evolu...
Jul 11, 2024•12 min•Ep. 158
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 what it is not. Furthermore, we look at how coaching can create a measurable impact on patient care ...
Jul 04, 2024•11 min•Ep. 157
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 transition can be awkward, costly, and deeply consequential. Joining us on our Healthcare Experience Ma...
Jun 27, 2024•15 min•Ep. 156
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 engaging in cultural inclusion training. As discussed in this week’s podcast, she recently attended a He...
Jun 20, 2024•12 min•Ep. 155
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-impact briefing on the expected changes to survey administration, including question modifications ...
Jun 13, 2024•51 min•Ep. 154
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 more about his Workshops: https://www.patientempowermentworkshop.com/ Read about his Book: https://w...
Jun 06, 2024•26 min•Ep. 153
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 played an integral role in building the learning objectives and agenda for HXF’s upcoming summer coho...
May 30, 2024•14 min•Ep. 152
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) President Katie Owens. SafeTower, Inc. SafeTower helps health care organizations improve the way they capt...
May 23, 2024•22 min•Ep. 151
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 can better communicate with the c-suite to improve patient care. We also discuss Dr. Mayzell’s persona...
May 16, 2024•14 min•Ep. 150
