This episode of Key in to Quality explores how patient and family stories can add meaning and context to healthcare quality, safety and performance data. Erin Fairchild, Kelly Vorseth and Madeline Rauma share how Mayo Clinic captures patient feedback, organizes meaningful comments and turns them into Mission Moments that help connect teams to purpose and organizational values. 

The discussion highlights how simple survey questions such as “What impressed you?” and “What disappointed you?” can generate richer, more actionable feedback. As the volume of responses has grown, natural language processing and AI tools have helped categorize comments and identify themes that support improvement, recognition and leadership decision-making. 

The episode also examines how Mission Moments and other storytelling approaches bring patient experiences to life across meetings, huddles and communications. Through examples from nursing and other areas, the guests show how stories can recognize staff contributions, reinforce culture and highlight the impact of compassion, teamwork and communication. 

Listeners also learn practical ways organizations can start small by creating simple, accessible systems for collecting and sharing patient stories. 

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality

In this episode of Key In to Quality, a multidisciplinary Mayo Clinic team discusses how improving the patient experience can strengthen the quality of surgical care. The conversation explores how viewing the surgical journey through the eyes of patients and families is helping identify opportunities to improve communication, preparation, predictability and support before, during and after surgery.

Drawing on patient interviews, observations, survey data and staff insights, the team identified consistent themes that led to practical improvements across the surgical experience. These include personalized pre-surgery videos, streamlined pre-registration, enhanced waiting room support and new approaches to keeping patients and families informed throughout their care.

The episode also highlights the importance of collaboration among physicians, nurses and operational teams to improve every touchpoint of the patient journey. Timely, transparent communication helps reduce uncertainty, build trust and improve the overall patient experience.

Listeners will learn how Mayo Clinic is using patient feedback, operational data and continuous quality improvement principles to enhance surgical care and ensure improvements remain effective as patient needs and services continue to evolve.

Guests:

Dr. Sarah Dodd | LinkedIn

Andrea Nelson | LinkedIn

Kayla Simiele | LinkedIn

#PatientExperience #HealthcareQuality #MayoClinic #QualityImprovement #PatientCenteredCare

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality

This episode of Key in to Quality communication as an important driver of healthcare quality and examines whether communication skills can be strengthened through coaching and training. A Mayo Clinic pilot study compared individualized communication coaching, a communication skills class and usual practice to understand the potential impact on patient experience.

The study found encouraging trends. Clinicians who received individualized coaching achieved higher overall patient experience scores, while both the coaching and communication-class groups improved on nine of 10 patient experience measures. Although the small sample size limited statistical significance, the findings point to opportunities for further study and suggest that intentional communication development may benefit both patients and clinicians.

The discussion also highlights practical considerations for healthcare organizations, including partnering with communication experts, securing leadership support, designing interventions that fit clinician workflows and starting with small pilot programs. The episode reinforces that communication is a learnable skill and a core component of quality care, with the potential to strengthen trust, connection and the overall patient experience.

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality

Adverse drug reactions (ADRs) can occur even when medications are prescribed and administered correctly, yet reporting has historically varied across Mayo Clinic campuses, limiting opportunities to identify enterprise-wide trends and improve patient safety. In this episode of Key in to Quality, a multidisciplinary team representing pharmacy, nursing, patient safety, quality, analytics and regional stakeholders shares how they developed a standardized, enterprise-wide approach to ADR reporting and evaluation.

After reviewing existing safety processes, FDA MedWatch standards and frontline feedback, the team created a five-level ADR severity scale focused on patient outcomes rather than medication errors. The scale was integrated into Mayo Clinic's electronic patient safety reporting system and paired with enterprise dashboards that enable standardized reporting, trend analysis and organizational learning.

Since implementation, the framework has improved reporting consistency, strengthened FDA reporting and enhanced the ability to identify system-level safety opportunities. Validation showed users applied the scale with more than 85% agreement compared with expert review, demonstrating how standardized reporting, multidisciplinary collaboration and enterprise data can transform individual adverse drug reactions into actionable insights that improve medication safety across the organization. 

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality

This episode of Key in to Quality explores how a multidisciplinary team at Mayo Clinic Arizona reduced catheter-associated urinary tract infections (CAUTI) by approximately 50% during the COVID-19 pandemic. Despite increased patient acuity, greater catheter use, and the operational challenges of the pandemic, the team achieved lasting improvements through collaboration, frontline engagement, and continuous learning.

Rather than relying on a single intervention, the team brought together infection prevention, nursing, quality, leadership, and performance improvement experts to identify contributing factors, test solutions, and use data to guide decisions. A culture of psychological safety and a no-blame approach encouraged open communication and problem-solving, while unit-based CAUTI champions helped drive local improvements and share successful practices.

The effort not only reduced infection rates beyond external benchmarks but also strengthened teamwork, increased frontline engagement, and created sustainable infrastructure for ongoing improvement. The team's experience reinforces that successful quality improvement depends on both technical methods and human factors, with trust, adaptability, and collaboration serving as the foundation for lasting change.

Gina Hull, M.S.N., R.N., CIC, LinkedIn

Eric Siebeneck, M.S., LinkedIn

Christine “Chris” Aliory

Brigid Kiley, M.S., R.N., C.C.R.N., S.P.E.C.

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality

This episode of Key in to Quality highlights how a Mayo Clinic inpatient care team transformed its approach to workplace violence and behavioral safety through a structured, multidisciplinary response model. As verbal threats, physical aggression and behavioral escalations increased — particularly following the COVID-19 pandemic — the team recognized that the challenge was not a lack of compassion, but a lack of visibility, coordination and consistency in responding to risk.

To address these concerns, the team implemented twice-weekly multidisciplinary safety huddles, daily shift discussions focused on behavioral risk, behavior safety plans, visual communication tools and expanded use of Behavioral Emergency Response Teams (BERT). By bringing together nursing, security, leadership, behavioral health, human resources and legal partners, they created a shared framework for early identification, proactive planning and coordinated intervention.

The initiative drove a significant cultural shift, empowering staff to move beyond the belief that unsafe behavior was simply “part of the job.” Results included a 64% increase in documented behavior safety plans, a 32% increase in reporting to security and an 80% reduction in employee injury reports related to aggression. The episode demonstrates how routine communication, shared accountability and psychological safety can create safer environments for both staff and patients.

Hosted by Dr. Timothy Morgenthaler and Sheri Nemec.

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

Guest Social Links/Handles (LinkedIn): www.linkedin.com/in/allyse-hutchinson

#patientsafety #keyintoquality #qualityimprovement #safetyculture #patientexperience

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality

In this episode of Key in to Quality, the team explores how hyperbaric oxygen therapy (HBOT) delivers care in a highly specialized environment where oxygen is the treatment, and how safety is highlighted in this environment. Because HBOT combines elevated oxygen levels and pressure, risks such as fire hazards and equipment failures require rigorous safety systems, disciplined processes and constant vigilance.

The discussion highlights how safety extends beyond policies and compliance. Daily huddles, pretreatment safety timeouts, ongoing training and clear team communication help create consistency and situational awareness. The episode also examines the concept of “drift” — the gradual departure from standard practices that can occur over time, even among experienced teams — and the importance of accreditation, leadership oversight and learning from near misses to prevent it.

A central theme is psychological safety. Team members must feel empowered to speak up, ask questions and identify risks without fear of blame. Through real-world examples and practical insights, the episode demonstrates that safe care is built through people, processes and culture working together every day. The lessons from hyperbaric medicine offer valuable guidance for improving quality and patient safety across healthcare.

Guest Name(s): Andrew Melnyczenko,  Director of Hyperbaric Tech and Safety, Mayo Clinic, LinkedIn

Hosted by Timothy Morgenthaler, M.D., and Sheri Nemec. 

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality

In this episode of Key in to Quality, Dr. Andrew Bowman, Dr. Nelly Tan, Jacob Varner, and Dyan DeYoung discuss how a multidisciplinary Radiology Patient Experience team across Mayo Clinic sites created a scalable approach to listening to patients and improving care. Recognizing that radiology lacked a consistent way to measure patient experience, the team launched a simple post-visit feedback system that began in MRI and expanded across modalities.

The guests describe how reviewing feedback, responding quickly to concerns, and sharing positive comments with frontline staff strengthened morale, improved workflows and reinforced a culture of ownership around patient experience. They also explore how collaboration among clinical, operational, analytics and experience teams — and the use of automation and AI tools — helped the program grow sustainably without adding unnecessary burden.

The episode highlights a central lesson for healthcare teams everywhere: patient experience is shaped by many small touchpoints, and meaningful improvement happens when teams learn from feedback together.

Hosted by Timothy Morgenthaler, M.D., and Sheri Nemec.  

Guest Social Links/Handles (LinkedIn):  Dr Tan  Nelly Tan | LinkedIn & Dyan  Dyan DeYoung | LinkedIn

#keyintoquality #qualityimprovement #patientexperience

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality

In this episode of Key In to Quality, Jodi Miller discusses Mayo Clinic’s Concierge Financial Navigation program. Designed to support people receiving complex, high-cost care, the program connects patients with trusted financial advocates who explain insurance coverage, resolve billing issues, address denials, and secure copay, grant, and premium assistance.

What began as a pilot for hematology and oncology patients has grown into a multidisciplinary program supporting thousands of patients across specialties, including transplant, gastroenterology, rheumatology, and dermatology. The program partners closely with providers, nurses, social work, and patient account services to identify patients at risk and intervene proactively.

Learn how to addressing financial concerns is an essential part of patient-centered care—and how helping patients navigate the cost of care can improve experience, trust, and healing.

Guest: Jodi Miller, Mayo Clinic Jodi Miller, M.H.A | LinkedIn

Here are some helpful financial support resources that physicians and care teams can share directly with patients:

Fundfinder.org   Fund Finder | PAN Foundation

RXAssist.org  RxAssist - Patient Assistance Programs

Mayoclinic.org (tile-grant programs) Copay and Grant Assistance Program - Mayo Clinic

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality

This episode of Key in to Quality explores Mayo Clinic’s Hospital at Home program, an innovative model delivering 24/7 acute-level care in patients’ homes. Wendelyn Bosch, M.D., and Laila Hakam, M.D., discuss how digital tools, remote monitoring, and coordinated multidisciplinary teams make this possible at scale.

Originally developed to address hospital capacity challenges, the program expanded rapidly during COVID-19 with support from a CMS waiver. Today, it demonstrates strong safety outcomes and patient experience scores that exceed traditional hospital settings.

The model relies on a complex network of virtual care teams, paramedics, pharmacy, diagnostics, and logistics to ensure seamless, high-quality care. Clinicians also gain valuable insights by treating patients in their home environments, improving understanding of social and behavioral factors.

Hosted by Timothy Morgenthaler, M.D., and Sheri Nemec. 

Guests: Wendelyn Bosch, MD and Laila Hakam, MD

Laila Hakam | LinkedIn

#mayoclinic #mayokeyintoquality #patient safety #healthcare

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality