Healthcare Experience Matters

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 the Chief Quality & Equity Officer at Bergen New Bridge Medical Center in New Jersey.

Learn More: https://healthcareexperience.org/health-equity-improved-quality 

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 providers profoundly influences the experiences of undergoing medical procedures.

Learn More: https://healthcareexperience.org/language 

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 the years.

She currently serves as Vice President and Chief Nursing Officer at Loma Linda University Medical Center – Murrieta (LLUMC-Murrieta), in California.

In recent months, Dr. Robinson has appeared as speaker with the Healthcare Experience Foundation’s (HXF) ongoing series of virtual certificate programs.

• Learn More About Certificate Programs: https://sites.healthcareexperience.org/certificates/

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 situations may appear at first glance.

Much of today’s interview references the recent storybook Dr. Schwarzbaum has authored entitled, Listening for A Feeling Finds True Healing: A Guide To Healing From The Inside Out.

Learn More: https://healthcareexperience.org/curiosity 

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 Salesforce and AT&T. Learn More: https://healthcareexperience.org/disinformation

https://healthcareexperience.org/disinformation 

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, certified dementia practitioner, medical researcher, and published author. His primary goal is to enhance health and well-being while promoting active aging by addressing the medical challenges associated with hearing loss and tinnitus.

This conversation dives deep into the significance of hearing in shaping patient experiences and highlights the importance of understanding both hearing and listening in healthcare settings.

Learn More: https://healthcareexperience.org/hearing-patients

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 profession's history.

As Elisa reminds us in the beginning of today’s podcast, please make your calendar for this Thursday as our new Foundations in Inclusive Leadership Certificate program takes place August 8th & 9th featuring in-depth, virtual learning from 11 a.m. to 3 p.m. CT each day. Earn your certificate in Foundations in Inclusive Leadership: Building environments of belonging that align with your mission, vision, and values.

Learn more and secure your spot here: https://sites.healthcareexperience.org/certificates/?utm_campaign=evergreen&utm_medium=forward&utm_source=hxf-website 

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 patient’s experience with their provider will be robotic and automated.

Leslie closely studies and follows the radical changes that A.I. will bring to data management in healthcare. Her knowledge of CX makes her an ideal guest for this increasingly important discussion in our field.

This interview with Leslie helps us understand how to best prioritize patients’ needs while ensuring that none of the efficiencies gained from working with A.I. tools are overlooked.

As we’ve learned in previous discussions on this show, many of the advances related to the current A.I. boom present a strong opportunity to help healthcare workers prevent burnout if implemented carefully and strategically.

• If you missed it, make sure to check out: Technology’s Evolving Role in Improving Patient Experiences by Craig Joseph, MD, FAAP, FAMIA

If there is one critical takeaway from this podcast, it’s that while technology evolves, it’s crucial to embrace what can be safely implemented while exercising great caution before doing so. As peer-reviewed literature and lawmakers struggle to keep up with the latest advancements in A.I., it’s vital to proceed carefully given the high stakes involved.

When it comes to the intersection of patient care and A.I. we are truly entering unprecedented times.

Learn More: https://healthcareexperience.org/ai-in-healthcare 

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 book, “Designing for Health, The Human-Centered Approach,” which emphasizes the need for intentional design in healthcare to prevent common mistakes.

With a career spanning nearly three and a half decades, Dr. Joseph has aimed to leverage technology to improve the interactions between physicians and patients as a recurring theme throughout his entire professional journey.

Dr. Joseph is a pediatrician by training. He holds certifications from the American Board of Pediatrics and the American Board of Preventive Medicine, specializing in Clinical Informatics.

Learn More: https://healthcareexperience.org/technology 

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 evolution of language overall.

She drew from her personal experiences to highlight the impact of labels and the journey towards self-identification. Emphasizing the importance of dignity, respect, and equal opportunities, Elisa stressed the need for respecting differences while striving for inclusion, belonging, and equity.

The discussion also highlighted the leadership challenges in promoting cultural inclusion and emotional intelligence within today’s healthcare organizations.

Elisa emphasized the need for leaders to unlearn outdated practices, acquire new skills, and champion a culture of continuous growth and development. As this conversation wrapped up Elisa talked about the importance of investing time in training and education on these issues. There is an exponential impact an educated and curious leader can have on shaping the organizational culture.

You can earn your certificate in Foundations in Inclusive Leadership and embrace the power of inclusion.  Look no further than the Inclusive Leadership Certificate from HXF. Join us for this upcoming session on August 8-9 featuring in-depth, virtual learning from 10 a.m. to 2 p.m. CT each day. Learn more: https://sites.healthcareexperience.org/certificates/diversity-equity-inclusion/