Compassion & Courage: Conversations in Healthcare

Do you know what you want for the future? On this episode of Compassion & Courage, Marcus and The Hotness talk about planning for where you are going and not where you are. Invite your goals to start living with you today and be grateful for them today.

Resources for you:

• More communication tips and resources for how to cultivate compassion: https://marcusengel.com/freeresources/
• Learn more about Marcus’ Books: https://marcusengel.com/store/
• Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcusengel/
• Connect with The Hotness on Facebook: https://bit.ly/FB-Marvelyne
• Subscribe to the podcast on Apple: https://bit.ly/MarcusEngelPodcast
• Subscribe to the podcast on Spotify: https://bit.ly/Spotify-MarcusEngelPodcast

Date: 1/30/2023
Name of show: Compassion & Courage: Conversations in Healthcare
Episode title and number: Episode 87 – Coats and Candles

When we think about compassion in healthcare, you may not think of security officers in the same sense as nurses or docs but, you’d be wrong! Join Mike Cummings to hear about his decades in healthcare security, why he chose to change the name of his security department to represent greater compassion and how organizations can utilize compassion training with (literally) everyone who is patient facing. Plus, Mike shares an amazing story about an act of extreme humility and compassion to an employee who lost her job. Mike tells how simple language changes can help with non-escalation, rather than having to learn language for de-escalation. Join Marcus and Mike to hear some great dialogue about boosting compassion in the workplace.

Key topics:

• 00:00 – Introductions
• 02:00 – Marcus jumps in and asks where it all began for Mike and Cummings Security. 
• 06:40 – Marcus talks about his preconceived notion of what hospital security does, and then Mike talks about what it really does.
• 10:15 – Marcus asks Mike about the de-escalation process and conflict management for bedside providers.
• 14:06 – Mike is asked to share a time where he witnessed compassion in his own life. 
• 20:50 – The conversation turns and the two discuss human interactions within healthcare from every member on staff. 
• 30:00 – Marc shoots off his rapid-fire questions. Mike wants to leave the audience with “Learn to listen and be kind.”
• 40:11 – Thank you and conclusions! 

 Resources for you: 

• Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcusengel/
• Connect with Mike Cummings on LinkedIn: https://www.linkedin.com/in/mike-cummings-cpp-26537a160
• Learn more about Cummings Security: https://www.cummings-security.com/
• Learn more about Marcus’ Books: https://marcusengel.com/store/
• Subscribe to the podcast through Apple: https://bit.ly/MarcusEngelPodcast
• Subscribe to the podcast through Spotify: https://bit.ly/Spotify-MarcusEngelPodcast

More About Michael "Mike" Cummings, CPP:

Assessing & Establishing Healthcare Security & Workplace Violence Prevention Programs Providing Negligent Security Case Assistance

33 Years of Security Leadership Success Driven by Dedication to Best Practices & Continuous Improvement

Expanded security operations, while consolidating for mergers and integrating evolving technology, to accommodate Aurora Health Care’s fast-paced growth to become the largest healthcare system in Wisconsin (from three to 15 hospitals).

Served as International President and as Chairman of the Board for the pre-eminent professional security association, ASIS International.

Earned a reputation as a key thought leader and pace-setter in healthcare security nationally:

Named One of the 25 Most Influential People in Security (14th) in 2009 by Security Magazine.

Ranked in the Top 500 Security Programs 7 consecutive years by Security Magazine (as high as 4th and never lower than 14th in the Hospital / Medical Center category).

Acquired extensive knowledge base in preventing workplace violence for program development across all industries.

Provided testimony as an expert security witness in both depositions and trials.

Date: 1/23/2023
Name of show: Compassion & Courage: Conversations in Healthcare
Episode title and number: Episode 84 – Mike Cummings, CPP - Why Compassionate Security Matters

On this episode of Compassion & Courage, Marcus and The Hotness talk about when it’s time to just move on and let go. It can be hard to know when it is better to just let go, especially because we can all be a little stubborn at times, but we have to practice putting ourselves first. Listen to this episode to how to help ourselves, and just let go.

Resources for you:

• More communication tips and resources for how to cultivate compassion: https://marcusengel.com/freeresources/
• Learn more about Marcus’ Books: https://marcusengel.com/store/
• Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcusengel/
• Connect with The Hotness on Facebook: https://bit.ly/FB-Marvelyne
• Subscribe to the podcast through Apple: https://bit.ly/MarcusEngelPodcast
• Subscribe to the podcast through Spotify: https://bit.ly/Spotify-MarcusEngelPodcast

Date: 1/16/2023
Name of show: Compassion & Courage: Conversations in Healthcare
Episode title and number: Episode 85 – Just Let Go

Brian Lee, Certified Speaking Professional and healthcare guru, sits down to talk about what is missing in American (and Canadian) healthcare. In this week’s personal and in-depth interview, Marcus and Brian spend some time reminiscing before they talk shop and how to nature compassionate healthcare communication. Brian shares an incredible act of compassion he felt from a wildly unlikely source. The two dig a bit into what the current state of healthcare looks like and what they think it will look like in the future.

Key topics:

• 00:00 – Introductions
• 01:27 – Marcus mixes things up and shoots his rapid-fire questions early.
• 04:40 – Brian is asked how he got into healthcare and became a professional speaker.
• 10:25 – The topic of interpersonal relationships come up and how it affect the healthcare world and the individual care giver. 
• 15:00 – The two start to talk about culture and changing culture. Culture is what has become collectively acceptable. 
• 20:15 – Brian talks about a time someone was there for him and a time he witnessed compassion. 
• 25:25 – Marcus asks what healthcare admin/leaders can do to help fix the modern healthcare system.
• 32:40 – Marcus asks a few personal questions of Brian. Brian would like to leave the message “Be Curious.”  
• 40:11 – Thank you and conclusions! 

Resources for you: 

• Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcusengel/ 
• Connect with Brian Lee on LinkedIn: https://www.linkedin.com/in/brianleecsp/ 
• Learn more about Custom Learning Systems: https://www.customlearning.com/
• Learn more about Marcus’ Books: https://marcusengel.com/store/ 
• Subscribe to the podcast through Apple: https://bit.ly/MarcusEngelPodcast 
• Subscribe to the podcast through Spotify: https://bit.ly/Spotify-MarcusEngelPodcast 

More About Brian Lee:
1. Brian Lee is the founder and CEO of Custom Learning Systems Group and the Healthcare Service Excellence Conference.
2. Brian has been awarded the designation CSP: Certified Speaking Professional by the National Speakers Association.
3. Brian has been inducted into the Canadian Speaking Hall of Fame.
4. With Headquarters in Calgary, Canada, Brian has led his team of training professionals for 38 years, focused exclusively on hospitals and healthcare.
5. 34 of their clients have earned regional and national awards for world-class patient experience, employee and physician engagement.
6. In the past 26 years, Brian has personally trained and consulted over 270+ Critical Access Hospitals throughout the nation
7. For two consecutive years, the International Customer Service Association rated Brian, the number-one Customer Service Speaker in the world.

Date: 1/9/2023
Name of show: Compassion & Courage: Conversations in Healthcare
Episode title and number: Episode 84 – Brian Lee, CSP - Creating Patient Relationship Experts

Have you ever wondered where Seeing Eye dogs come from? Maybe how they are trained, or raised? Listen to this week’s episode of Compassion & Courage where Marcus and The Hotness reveal the origin story of some of our favorite companions and about The Seeing Eye.

Resources for you:

• More communication tips and resources for how to cultivate compassion: https://marcusengel.com/freeresources/
• Learn more about Marcus’ Books: https://marcusengel.com/store/
• Learn more about The Seeing Eye: https://www.seeingeye.org/about-us/
• Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcusengel/
• Connect with The Hotness on Facebook: https://bit.ly/FB-Marvelyne
• Subscribe to the podcast through Apple: https://bit.ly/MarcusEngelPodcast
• Subscribe to the podcast through Spotify: https://bit.ly/Spotify-MarcusEngelPodcast

Date: 1/2/2023
Name of show: Compassion & Courage: Conversations in Healthcare
Episode title and number: Episode 83 - Compassionate K-9’s

Join Marcus in listening how an incredible patient experience leader, Sven Gierlinger, has transformed care to millions of patients in and around NYC. Sven shares how he uses his own patient story to orient healthcare professionals. Sven shares a store of his wife while he was in intensive care and some of the special moments of compassion show by his providers and caregivers. New rapid-fire questions and speculation on the landscape of patient experience.  

Key topics:

• 00:00 – Introductions
• 01:10 – Marcus jumps into the interview and asks about Northwell Health’s Patient Experience program. 
• 03:28 – Sven talks a little about his personal background and how his career path led to CXO and beyond.
• 07:50 – Marcus asks about Sven’s health journey and the caregivers along the way.
• 19:35 – Sven is asked about The Institute of Innovation and some of the changes with HCAPS and Patient Surveys.
• 24:05 – The two talk about the surveys from the Providers perspective and how it is changing their practice.
• 27:30 – Marcus asks new rapid-fire question! 
• 35:05 – Thank you and conclusions! 

Resources for you: 

• Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcusengel/
• Connect with Sven Gierlinger on LinkedIn: https://www.linkedin.com/in/svengierlinger/
• Learn more about Northwell Health: https://www.northwell.edu
• Learn more about Marcus’ Books: https://marcusengel.com/store/
• Subscribe to the podcast through Apple: https://bit.ly/MarcusEngelPodcast
• Subscribe to the podcast through Spotify: https://bit.ly/Spotify-MarcusEngelPodcast

 More About Sven Gierlinger:

 As a previous luxury Hotel Executive, Sven brings a unique perspective to the patient experience dialogue. However, it was his personal patient experience spending three months in hospitals that motivates him to challenge the status quo in healthcare. As Chief Experience Officer for Northwell Health, one of the largest Integrated Delivery Networks in the country, he is driving culture transformation grounded in patient centeredness and empathy.

Date: 12/26/2022
Name of show: Compassion & Courage: Conversations in Healthcare
Episode title and number: Episode 82 – Sven Gierlinger - Head to Toe Compassion: How Paralyzation Now Leads Patient Experience

On this episode of Compassion & Courage, Marcus and The Hotness talk about staying resilient and advocating for yourself. When standing up for yourself, and your rights, be sure to not fall into that victim mindset. Use these tools to help yourself and stay healthy!

Resources for you:

• More communication tips and resources for how to cultivate compassion: https://marcusengel.com/freeresources/
• Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcusengel/
• Connect with The Hotness on Facebook: https://bit.ly/FB-Marvelyne
• Subscribe to the podcast through Apple: https://bit.ly/MarcusEngelPodcast
• Subscribe to the podcast through Spotify: https://bit.ly/Spotify-MarcusEngelPodcast

Date: 12/19/2022
Name of show: Compassion & Courage: Conversations in Healthcare
Episode title and number: Episode 81 – Advocating Healthy

Marcus chats with Rick Evans, MA., one of the foremost thought leaders in the realms of patient experience. Listen in to hear Rick share his early aspirations and why his work took a drastically different direction…or did it? The two discuss the importance of feeling heard as an essential component of caregiving and how we can help those who are suffering to feel held. The two discuss the future of patient experience in healthcare and how to be at the forefront of care delivery.  

Key topics:

• 00:00 – Introduction
• 01:03 – Rick Evans, MA talks a little about himself and how he got into healthcare and the patient experience. Rick talks about the HCAPS and the importance 
• 09:19 – Marcus asks Rick if there are any stories of compassion that he would like to share. Rick shares a story about the pandemic and the death of a doctor on staff.  
• 16:35 – Rick is asked about what healthcare is doing to support staff.
• 20:35 – The two talk about one of Rick’s articles about “long COVID” and the effect on patients and hospitals.
• 27:35 – Marcus asks Rick what he would do with a magic wand to fix healthcare. 
• 31:25 – The conversation shifts into the rapid-fire question phase. Rick would like everyone, “Let’s find each other, and take care of one another.”
• 35:05 – Thank you and conclusions! 

Resources for you: 

• Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcusengel/
• Connect with Rick Evans on LinkedIn: https://www.linkedin.com/in/rick-evans-b57610224/
• Read one of Rick’s articles here: https://bit.ly/brecker-evans-article
• Subscribe to the podcast through Apple: https://bit.ly/MarcusEngelPodcast
• Subscribe to the podcast through Spotify: https://bit.ly/Spotify-MarcusEngelPodcast

More About Rick Evans:

Rick Evans is the Senior Vice President and Chief Experience Officer for NewYork-Presbyterian.  In this role, he oversees NYP’s ongoing strategy to improve and enhance the patient and family experience across NYP’s continuum of care and its eleven facilities in and around New York City.  Rick also leads enterprise-wide efforts to improve access and the customer experience across NYP’s extensive network of primary care and specialty practice sites.  He is also responsible for an array of hospital teams including Patient Services, Pastoral Care, Volunteers, Medical Interpreting, Physician Referral, Contact Centers, Patient Placement teams and the NYP Transfer Center.      

Over his 20 years in healthcare, Rick has had responsibility for patient experience and has a proven track record of year over year improvement in these metrics.  Over his career he has also had responsibility for a wide range of hospital operations including overseeing nursing units, community health centers and programs, fund development functions, food service, housekeeping, laundry and others.  Rick brings this knowledge of operations to his work in patient experience.

Rick holds a Masters Degree in Theology from Christ the King Seminary in East Aurora, NY and a Bachelor’s Degree in Philosophy from Wadhams Hall Seminary College in Ogdensburg, NY. 

Date: 12/12/2022
Name of show: Compassion & Courage: Conversations in Healthcare
Episode title and number: Episode 80 - Rick Evans - Discovering What We Have In Common

Yep, you read that right. Our team is seeing a significant shake up that you’re going to want to hear about. Join Marcus to hear about all the changes and transitions that have already happened and more about what’s coming next. Is this staff turnover? You’ll have to tune in to find out. If you’ve met Marcus in the last half dozen years, you’re going to want to listen in to learn what’s up. 

P.S.: This may make you cry. Bring tissues.

Resources for you:

• More communication tips and resources for how to cultivate compassion: https://marcusengel.com/freeresources/
• Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcusengel/
• Connect with Puppy Pictures: https://bit.ly/TheBlondeLeadingTheBlind
• Subscribe to the podcast through Apple: https://bit.ly/MarcusEngelPodcast
• Subscribe to the podcast through Spotify: https://bit.ly/Spotify-MarcusEngelPodcast

Date: 12/05/2022
Name of show: Compassion & Courage: Conversations in Healthcare
Episode title and number: Episode 79 – Big Changes at Team Marcus

Compassion and clothing aren’t really thought of in the same breath, but listen to how they are. Dr. Richard I. Levin, CEO and President of the Gold Foundation joins Marcus to talk ancient history, humanism in medicine and healthcare and how a simple piece of clothing emblemizes empathy. Can you imagine growing up in a house that doubled as a doctor’s office? Dr. Levin can…and did. Hear Marcus ask about a favorite musician and hear Dr. Levin’s response that further highlights the distinction of those called to healthcare. If you’ve ever wondered about a doctor’s white coat, what six weeks with a patient is like or how new generations of docs are embracing humanism, this episode is for you.

Key topics:

• 00:00 – Introduction
• 00:41 – Richard Levin, MD talks about The Gold Foundation and the history of modern medicine. 
• 07:32 – Marcus asks about humanity’s loss of that sacred connection between patient and doctor. The two go on to talk about The Gold Foundation’s goals to find that connection. 
• 13:01 – Marcus asks about Dr. Levin’s personal history and inspiration into medicine. 
• 18:00 – Dr. Levin shares a story about a heart attack patient during his 3rd year as a medical student. 
• 25:20 – Marcus and Dr. Levin talk about The Gold Foundation’s influence on the industry of medicine and humanistic healthcare.
• 32:06 – Dr. Levin talks about the seamstress that gave him his first real white coat as a doctor and the effect it had on him as a new doctor.
• 40:20 – Marcus asks his random questions of Dr. Levin. Dr. Levin wants everyone to know that “All human beings have a fundamental right, not only to healthcare, but to humanistic practiced healthcare in which scient provides the truth and compassion speaks that truth to the heart.”
• 47:38 – Thank you and conclusions! 

Resources for you: 

• Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcusengel/
• Learn more about the Gold Foundation: https://www.gold-foundation.org/
• Subscribe to the Compassion & Courage podcast through Apple: https://bit.ly/MarcusEngelPodcast

More About Richard Levin, MD:

Richard Levin, MD is President and CEO of The Arnold P. Gold Foundation. He served as Dean of the Faculty of Medicine and Vice-Principal for Health Affairs at McGill University. He was Vice Dean for Education, Faculty and Academic Affairs, and a Professor of Medicine at New York University School of Medicine. He is an Attending Emeritus at Bellevue Hospital. He also served as President of the Council of Deans of the Faculties of Medicine of Quebec and Chairman of the Board of the Canadian Resident Matching Service.

Date: 11/28/2022
Name of show: Compassion & Courage: Conversations in Healthcare
Episode title and number: Episode 78 – Dr. Richard Levin - Keeping Humanism at the Center of Healthcare