In this episode of the CX Matters Podcast, hosted by Cole Lyons from the American Journal of Healthcare Strategy, we are joined by Katelyn Moser, Senior Director of Patient Experience at MedStar Washington Hospital Center. Katelyn discusses the concept of purposeful rounding for patient experience leaders and shares her unique journey from restaurant management to healthcare. She delves into the importance of interpreter services in patient experience, the benefits of having a diverse on-site interpreter team, and actionable tips for implementing effective rounding programs. Tune in to learn how MedStar fosters a culture of 'one team' and continuously improves both patient and employee experiences.00:00 Introduction to Purposeful Rounding00:21 Welcome to CX Matters Podcast00:31 Meet Katelyn Moser01:20 Journey into Patient Experience05:11 The Role of Nursing in Patient Experience06:57 Building a Collaborative Team11:33 Implementing Purposeful Rounding16:21 Enhancing Interpreter Services23:29 Conclusion and Future Discussions