Did you know? Healthcare organizations have experienced 100% turnover in the last five years and burnout has become pervasive among the caregivers we rely on most to deliver safe, compassionate care. Research continues to demonstrate employees stay (or leave) based on the relationship with their supervisor and the degree to which they feel supported in their work. In today’s edition of the Healthcare Experience Matters Podcast, make sure to join our team for a focused learning event on intention...
Mar 16, 2023•41 min•Ep. 89
Last time we spoke with today’s guest on the Healthcare Experience Matters Podcast, Paul Glisson, D.O., MBA, FACEP, chatted with us about the benefits of strong emotional intelligence in healthcare. The conversation went so well that we invited him back for a repeat appearance. This week we are chatting about the value of social intelligence in healthcare leadership with him. Although the discussion is aimed at those in leadership positions, the content of today’s chat will benefit employees wor...
Mar 09, 2023•14 min•Ep. 88
We have a return guest this week on Healthcare Experience Matters for a compelling chat on selflessness. Trevor Turner, MD, is our guest once again. In this interview, we talk about his powerful relationship with giving back, medical volunteer work overall and the ways it helps reduce feelings of burnout. Aid work has been the catalyst for Dr. Turner’s trademark compassion and empathy over the years as both a physician and in his everyday life away from work. As we chat about in today’s discussi...
Mar 02, 2023•30 min•Ep. 87
Tiffany C. Chaney, FACHE, joins the Healthcare Experience Matters Podcast this week to discuss what it takes to build a purpose-driven healthcare organization. In addition to being a Fellow with the American College of Healthcare Executives (FACHE), Tiffany is Chief Diversity Officer with Baptist Health in Montgomery, Alabama. She is guided by the belief that every single person deserves to receive equitable, high-quality health care. Learn More: https://healthcareexperience.org/purpose-driven-h...
Feb 23, 2023•21 min•Ep. 86
Mary-Lyn Baldauf joins the Healthcare Experience Matters show this week delivering insight for improving the patient experience through a strong service recovery strategy. Mary-Lyn is the Chief Executive Officer (CEO) of Qsource. This is her inaugural appearance on our podcast. Learn More: https://healthcareexperience.org/service-recovery/
Feb 16, 2023•14 min•Ep. 85
Nearly half of the nursing workforce has reported experiencing bullying. All too often, the encounters are considered a "normal" part of the work environment. We think it’s about time something is done to address this issue. Alongside our host, you will hear from three executive nurse leaders who share their expertise, best practices, and additional solutions for moving forward in our podcast this week. This broadcast includes the Healthcare Experience Foundation’s Brooke Billingsley, Vice Presi...
Feb 09, 2023•35 min•Ep. 84
Natural disasters and tragedy can strike without warning leaving us forever changed. Returning to work after a tragedy can prove to be an extremely difficult task for those of us on the front lines of health care. This week on our podcast we are joined by Dr. Kacey Gibson to discuss helping our patients (and ourselves) through these difficult times. Dr. Gibson is a family medicine doctor in Pensacola, Fla., and a Physician Coach faculty member with the Healthcare Experience Foundation (HXF) team...
Feb 02, 2023•10 min•Ep. 83
Today’s Healthcare Experience Matters Podcast episode covers psychological safety and its importance in a vibrant healthcare workplace. A workplace that takes protecting psychological safety seriously fosters a culture where individuals can speak up with new ideas, questions, and concerns in an effort to do better. The patient experience can be elevated in environments that protect psychological safety. In a really strong psychologically safe environment, everyone feels like they can speak up an...
Jan 26, 2023•15 min•Ep. 82
Gordon I. Groh, MD, MBA, and Katie Owens join our Healthcare Experience Matters Podcast this week for a truly memorable discussion about making traveler nurses feel welcome and elevating the patient experience. With labor models predicting shortages in the healthcare field into the next decade, retaining all nurses -- including traveler nurses -- should be a top priority. “What's going to separate really great health care organizations from ones who perform average is how they're going to go dea...
Jan 19, 2023•24 min•Ep. 81
We encourage our podcast listeners to kick 2023 off by listening to this new broadcast from the Healthcare Experience Foundation (HXF) about expanding your rebound and finding ways to navigate this new year with agility. The importance of setting your top priorities for 2023 is explored in-depth within today’s episode of our weekly podcast. Like many healthcare leaders, you may be experiencing: Decreasing workforce engagement. Recruitment and retention difficulties. Heightened staffing challenge...
Jan 12, 2023•28 min•Ep. 80
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-year nursing career dedicated to behavioral health. Her current role includes looking at ways to imp...
Jan 05, 2023•17 min•Ep. 79
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 strategic planning as we head into 2023. Our Healthcare Experience Foundation coaching team, led by Dr. May...
Dec 29, 2022•28 min•Ep. 78
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/
Dec 22, 2022•25 min•Ep. 77
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/
Dec 15, 2022•23 min•Ep. 76
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 organization. Most importantly, our panel provides steps you can take as a leader to restore team purpose. Lea...
Dec 08, 2022•25 min•Ep. 75
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 communication. BATHE is an acronym for Background, Affect, Trouble, Handling, and Empathy. Learn Mo...
Dec 01, 2022•19 min•Ep. 74
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 This broadcast is a repurposed webinar from the HXF team. It has been condensed for a more friendly p...
Nov 24, 2022•28 min•Ep. 73
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 for more than two decades with experience in all levels of hospital leadership. We are extremely excit...
Nov 17, 2022•16 min•Ep. 72
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 Experience Foundation. He encompasses a deep passion for fighting incivility in the workplace. As he ...
Nov 10, 2022•15 min•Ep. 71
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/
Nov 03, 2022•10 min•Ep. 70
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/
Oct 27, 2022•29 min•Ep. 69
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 principles and importance of self-compassion. On today’s podcast she brings us crucial wisdom on ho...
Oct 20, 2022•16 min•Ep. 68
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/
Oct 13, 2022•29 min•Ep. 67
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 Advisor with the Healthcare Experience Foundation (HXF). She brings decades of nursing leadership ex...
Oct 06, 2022•19 min•Ep. 66
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 Tarrant County, Texas. It serves Fort Worth and the surrounding areas within Tarrant County. According to L...
Sep 29, 2022•20 min•Ep. 65
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 Foundation's Jeff Robbins, Director of HX Coaching, for today’s episode of our podcast to explore the pu...
Sep 22, 2022•17 min•Ep. 64
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 professional journey from staff nurse to nurse executive roles, author, adjunct faculty, and healthcare exec...
Sep 15, 2022•27 min•Ep. 63
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 Center – Omaha in Nebraska. Learn more: https://healthcareexperience.org/childrens-healthcare/...
Sep 08, 2022•10 min•Ep. 62
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-paced environments. To go along with that empathy, Dr. Gibson talks with us about the importance of al...
Sep 01, 2022•23 min•Ep. 61
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 learning event has been edited down and repackaged into a friendly podcast listening experience. We ho...
Aug 25, 2022•24 min•Ep. 60
