We interview Al Stubblefield on Healthcare Experience Matters today about what he learned while leading a major culture shift. He also discusses the art of empowering people in healthcare. Al served as president and CEO of Baptist Health Care until retiring from the position in 2012. He is currently President Emeritus with Baptist. Al’s renowned tenure with Baptist included receiving the highly prestigious Malcolm Baldrige National Quality Award, spearheading a major cultural transformation, dra...
Jan 20, 2022•43 min•Ep. 29
Today we are teaming up with Professional Research Consultants (PRC) to bring you an informative podcast interview with Kathleen Lynam about CARES™ Connect. Kathleen describes the elements of an effective discharge solution in this latest episode of Healthcare Experience Matters. Kathleen is an Executive Coach and Senior Advisor with Healthcare Experience Foundation (HXF). She is a registered nurse with decades of both clinical and managerial experience. Learn more: https://healthcareexperience....
Jan 13, 2022•15 min•Ep. 28
**Update: Please note that the Certificate in Foundations of Compassionate Leadership Event has been re-scheduled for May 12th and 13th, 2022** The Healthcare Experience Matters podcast is pleased to welcome Nita A. Magee, PhD, RN, MHNP-BC, to our show this week for a discussion about what it means to be a compassionate leader. Dr. Magee is a mental health nurse practitioner. Since 2013 she’s been in a leadership role as a manager with the G.V. (Sonny) Montgomery V.A. Medical Center in Jackson, ...
Jan 06, 2022•22 min•Ep. 27
It is no secret that 2021 has been a difficult year for many people. For a second consecutive year, our healthcare systems have been tested in unprecedented ways. Despite these issues, there are always reasons for hope. On today’s podcast we look back on this tumultuous year. While it is evident these challenges will not be solved overnight, taking time to reflect can be a step in the right direction. We are joined by Katie Owens, Healthcare Experience Foundation (HXF) co-founder and president, ...
Dec 30, 2021•16 min•Ep. 26
Today’s Healthcare Experience Matters podcast episode includes highlights from a recently released webinar from the Healthcare Experience Foundation (HXF) featuring Katie Owens, the Co-Founder and President of HXF. Our podcast producer has edited this webinar for a more friendly podcast listening experience. The objectives of this podcast include: Helping listeners recognize the power of negativity and the impact of blame. Provide listeners with tools and resources to avoid blame. Discover ways ...
Dec 23, 2021•27 min•Ep. 25
Carla Parker-Hollis, Chief Operating Officer with Jersey City Medical Center in Jersey City, New Jersey, joins our podcast today for an insightful chat on healthcare leadership and achieving top-tier clinical outcomes. Carla also discussed the hospital’s role in community service outside the standard scope of patient care. These included efforts to address food insecurity, emotional trauma, and more. With Carla’s unique professional background, she explained the pros and cons of what it is like ...
Dec 16, 2021•21 min•Ep. 24
Loyal listeners of our podcast are in for a treat today as we hear from Win Howard, a devoted and passionate healthcare leader. Win is the Chief Executive Officer (CEO) of Asante Three Rivers Medical Center. Situated in Grants Pass, Oregon, Asante Three Rivers Medical Center is a 120-bed facility with about 1200 employees. It is a 5-star CMS hospital. “I’ve always felt that a strong patient safety culture is a key component to hospital success, or any organizational success,” Win said. While muc...
Dec 09, 2021•22 min•Ep. 23
Today’s episode of Healthcare Experience Matters is a chat about striving for excellence in healthcare and the journey of a very unique individual. We interview Joe M. Inguanzo PhD, President and Chief Executive Officer of Professional Research Consultants, Inc. (PRC) to learn about his vision for helping healthcare institutions do better through a tireless commitment of striving for excellence. Dr. Inguanzo is a Cuban immigrant and entrepreneur that is fully equipped to share with us his wisdom...
Dec 02, 2021•29 min•Ep. 22
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, joins our Healthcare Experience Matters podcast for a chat about the many benefits of saying thanks and being grateful. Katrina discussed how showing gratitude can increase our overall optimism towards our careers and lives. Simply put, being grateful tends to ...
Nov 25, 2021•18 min•Ep. 21
With a background as an Emergency Department Medical Director, who now serves as Chief Medical Officer, Dr. Anthony Frank brings a unique perspective to today’s episode of Healthcare Experience Matters about improving nurse-physician teamwork. He is joined by Kathleen Lynam, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation. Kathleen brings years of experience to this chat as a coach and registered nurse who rose to Vice President of Acute and Ambulatory Services at...
Nov 18, 2021•29 min•Ep. 20
We know that a poor discharge experience for patients can have a negative impact on otherwise excellent patient care. Discharge communication can commonly fall flat, but CARES™ provides a framework of key communication skills and behaviors for delivering excellent patient experiences, every time. This is the power of the CARES™. To learn more about this framework, we are excited to share today’s Healthcare Experience Matters podcast episode featuring a recent webinar from PRC and the Healthcare ...
Nov 11, 2021•41 min•Ep. 19
Today’s episode of Healthcare Experience Matters is a chat with Deborah J. Bowen, FACHE, CAE. She discusses the many ways we can better shape healthcare experiences through strong executive leadership. Deborah serves as President and CEO of the American College of Healthcare Executives (ACHE), the professional home of nearly 50,000 healthcare executives. Deborah has been with ACHE for 26 years. Founded in 1933, ACHE has been serving compassionate leaders in healthcare for more than 85 years. Its...
Nov 04, 2021•32 min•Ep. 18
On today's episode of Healthcare Experience Matters – the official podcast of the Healthcare Experience Foundation – we are joined by Dr. Rachel Lipner and Meredith Jones for a discussion about the many ways we can support each other in these stressful times. Dr. Lipner serves as Medical Director of Inpatient Medicine with Transitions LifeCare in Raleigh, NC. She is a hospice and palliative medicine physician. Meredith Jones is the Director of Family Support Services with Transitions LifeCare. B...
Oct 28, 2021•23 min•Ep. 17
David Zaas, MD, MBA, is our guest this week on the Healthcare Experience Matters podcast. Simply put, Dr. Zaas is a man with a powerful story to tell. He reflects on his journey for us on today’s episode. This story includes his transition from a healthcare leader to a patient diagnosed with Acute Myeloid Leukemia. Dr. Zaas serves as Chief Executive Officer for Medical University of South Carolina (MUSC) Health - Charleston Division and Chief Clinical Officer for MUSC Health. He previously serve...
Oct 21, 2021•42 min•Ep. 16
Compassion fatigue is a part of the human condition. You are far from alone if it’s impacting your career or life. Healthcare workers have demanding jobs that are often times on the front lines of this global pandemic. With that in mind, it’s understandable that self-care and personal wellness have taken a back seat for many of us during these trying times. Today’s guest on Healthcare Experience Matters is Katie Owens, president of the Healthcare Experience Foundation. Katie joins us for a discu...
Oct 14, 2021•9 min•Ep. 15
A very special episode of the Healthcare Experience Matters podcast is available today. Our podcast host, Casey Callanan, interviews George Avila, VP, Mission Integration, and Melissa Wurm, Director, Patient Experience, with CHRISTUS Health. The trio chat about the many ways COVID-19 has impacted the delivery of excellent patient experiences. Learn more about this episode: https://healthcareexperience.org/CHRISTUS More about the Healthcare Experience Foundation: https://healthcareexperience.org/...
Oct 07, 2021•39 min•Ep. 14
Today’s Healthcare Experience Matters podcast episode features a recent webinar from the Healthcare Experience Foundation (HXF), entitled, “More COVID? More than I Can Take? Finding Individual Strength in Our Collective Experience.” This broadcast is co-hosted by Kathleen Lynam, RN, MPA and Katrina Coleman, BSN, MSN, and has been edited and condensed for a more friendly podcast listening experience. As we work to manage the changing dynamics of the pandemic, we recognize COVID-19 has profoundly ...
Sep 30, 2021•54 min•Ep. 13
Why healthcare institutions of all sizes and scope should make physician engagement a major priority is explored on this latest episode of Healthcare Experience Matters. Today’s podcast episode is teaming with PRC, and helping us navigate this important topic is our guest, Cindy King, PhD. Dr. King is Senior Vice President of Physician and Employee Solutions with PRC. How can you tell if physician engagement is lacking at your institution? First and foremost, you must make sure you are measuring...
Sep 23, 2021•21 min•Ep. 12
Today’s Healthcare Experience Matters discussion centers around uncovering blind spots in the patient, employee, and physician experience. We are joined by Brooke Billingsley for this memorable episode of our weekly podcast. In her role as V.P. of Service Excellence with the Healthcare Experience Foundation (HXF), she has guided many organizations toward better patient experience outcomes. Brooke takes this line of work very seriously as the patient experience is very near and dear to her heart....
Sep 16, 2021•19 min•Ep. 11
Today’s episode of the Healthcare Experience Matters Podcast is about the importance of senior leader rounding on physicians and providers. Our guest is Healthcare Experience Foundation (HXF) co-founder and president, Katie Owens. HXF is teaming with PRC to bring you this week’s episode. When senior leader rounding on physicians is done the right way, a rapport that bridges gaps to create better cohesion and teamwork is formed. When it is done effectively and consistently, it builds trust and st...
Sep 09, 2021•15 min•Ep. 10
Did you know mindfulness has the potential to prevent compassion fatigue and burnout? Our guest on today’s podcast episode of Healthcare Experience Matters is Kathleen Lynam. Kathleen discusses mindfulness with us and the ongoing, positive impact it can have on the patient experience. Kathleen is an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF). Mindfulness involves attentiveness, curiosity, and presence and promotes a greater awareness of the self and others...
Sep 02, 2021•20 min•Ep. 9
Katie Owens, Healthcare Experience Foundation (HXF) co-founder and president joins the Healthcare Experience Matters podcast for an energetic discussion about physician loyalty this week. As we discussed with Katie, there are many ways we can measure, track and influence physician loyalty sentiments in our organizations and institutions. Today’s podcast is an in-depth exploration of what physician loyalty looks like and how to best amplify the driving forces behind it. The truth is there are org...
Aug 26, 2021•10 min•Ep. 8
We are pleased to invite Dr. George Mayzell back to Healthcare Experience Matters today. Dr. Mayzell provides information on how organizations can decrease physician and healthcare worker burnout in this newest edition of our weekly podcast dedicated to transforming the healthcare experience. Dr. Mayzell is a board-certified internist, geriatrician, and a physician coach and speaker with the Healthcare Experience Foundation (HXF). He is a leading voice in the ongoing battle to prevent burnout in...
Aug 19, 2021•18 min•Ep. 7
Kathleen Lynam, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF) joins our podcast to discuss empathy, communication, mindfulness, and many other important topics that impact the patient experience. Before joining HXF, Kathleen Lynam served for 18 years as a register nurse with The Valley Hospital in Ridgewood, NJ. Her journey took her from a position of staff nurse to Vice President of Acute and Ambulatory Services. As we learn on today’s podcast: empathy, c...
Aug 12, 2021•25 min•Ep. 6
Dr. George Mayzell joins us this week for a new episode of Healthcare Experience Matters. Dr. Mayzell is an acclaimed speaker, writer, and coach on the vitally import topic of resilience and burnout in medicine. He is a longtime contributor to Healthcare Experience Foundation (HXF) webinars and events and serves as a physician coach and speaker with HXF. We are honored to have him make his inaugural appearance on our new podcast. Dr. Mayzell provides us with some strong feedback on how resilienc...
Aug 05, 2021•18 min•Ep. 5
The latest episode of Healthcare Experience Matters, the official podcast of the Healthcare Experience Foundation (HXF) is a chat with Katie Owens (HXF co-founder and president) about the Conversation Curve™. Simply put, the Conversation Curve™ is a conflict resolution model with a powerful purpose: it can guide a difficult conversation to a positive solution. The Conversation Curve™ is a tool that provides a path to overcome barriers in communication. It has proven to be an effective means for ...
Jul 29, 2021•19 min•Ep. 4
Today we have teamed up with PRC for a brand-new episode of Healthcare Experience Matters. We welcome back Healthcare Experience Foundation (HXF) co-founder and president, Katie Owens, to discuss physician engagement, communication, and results sharing. As Katie describes on today’s podcast, for many years HXF has embraced the opportunity to support senior teams and physician leaders with advancing the physician experience. This is a major area of focus in HXF’s role as PRC Excellence Accelerato...
Jul 22, 2021•12 min•Ep. 3
In the second ever episode of Healthcare Experience Matters, Healthcare Experience Foundation (HXF) President Katie Owens joins the podcast to discuss CARES™ for Consistent Patient Experiences. “CARES™ is all about consistent, reliable excellent communication,” Katie said. “It's designed to equip leaders, staff, and physicians with that authentic communication style.” Communication is among the most substantial catalysts of the patient experience and a major contributor to medical errors. CARES™...
Jun 22, 2021•23 min
Welcome to the first ever episode of Healthcare Experience Matters from the Healthcare Experience Foundation (HXF). Today's episode is an interview of HXF co-owner and president Katie Owens. As Katie reminds listeners in this initial broadcast, the HXF mission is audaciously simple: shaping cultures so every person can receive and deliver the best healthcare experience. In this inaugural podcast episode, Katie reiterated that the podcast is in lockstep with HXF’s ongoing drive to create demonstr...
Jun 22, 2021•18 min•Ep. 1
