This episode of Mayo Clinic Key in to Quality focuses on a core insight from patient experience research. Patients judge care through two lenses: warmth and competence. Host Tim Morgenthaler and cohost Sheri Nemec speak with Chris Malone, author and founder of Fidelum Health, and Mayo Clinic’s Laurie Wilshusen about how trust forms and why small, human cues can create outsized impact.

The discussion shares concrete examples of clues patients notice: respectful use of time, eye contact, tone of voice, clear explanations, reliable follow-up. The episode even tackles how to avoid “performative” warmth and instead remove barriers that prevent clinicians’ genuine care from showing. Finally, they explore how AI and digital tools should enhance, not replace, authentic connection.

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

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

Guests: Chris Malone (32) Chris Malone | LinkedIn    Laurie Wilshusen  (32) Laurie Wilshusen | LinkedIn\

#MayoClinic #Mayokeyintoquality #patientexperience #qualityimprovement 

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 examines a hospital-wide hypoglycemia management protocol at Mayo Clinic. Recognizing the serious impact of inpatient hypoglycemia, a multidisciplinary team launched a prevention-focused protocol inspired by 2020 ADA guidelines. 

Their initial strategy was to intervene at glucose levels below 90 mg/dL to prevent low blood sugar before it occurred. However, real-world data revealed unintended consequences. Many patients between 70–90 mg/dL were not at true risk for hypoglycemia, resulting in overtreatment, unnecessary IV dextrose and glucagon use, increased costs, and strain during a national dextrose shortage. 

Hear how the team navigated these challenges, highlighting key quality improvement lessons.

Hosts: Timothy Morgenthaler, MD and Sheri Nemec, MS, CPXP

Guests: 

Sneha Mohan MD, Associate Consultant, Endocrinology, Diabetes and Metabolism

Marny Carlson, M.S., R.N., NPD-BC, Nursing Education Specialist

#patientsafety #keyintoquality #qualityimprovement #safetyculture #mayoclinic

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

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

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What turns a routine visit into a meaningful patient relationship? In this episode of Key in to Quality, Erica Tung, M.D., and Eric Nelson, manager of patient experience at Mayo Clinic Health System, explore how provider communication shapes the lived experience of patients.

Drawing on insights from clinicians who have achieved sustained excellence in patient experience, they discuss why communication is actually a clinical tool. Patients arrive with hope, fear, and two unspoken questions: Do you care about me? Why should I trust you? The way providers listen, respond, and validate concerns answers those questions.

Ultimately, this discussion reinforces that small, intentional behaviors elevate patient experience, strengthen trust, and improve outcomes.

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

Guests: Erika Tung, M.D., Consultant, Community Internal Medicine, Mayo Clinic and Eric Nelson, Manager, Patient Experience

Eric Nelson | LinkedIn

#leadership #keyintoquality #patientexperience #mayoclinic

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

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

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This episode of Key in to Quality asks a simple but profound question: what if the way we talk with patients could transform their care and our own experience as clinicians?

Clear, empathic communication builds trust, improves diagnostic accuracy, and tightens adherence and relationships. Mayo Clinic’s Communication in Health Care program treats communication as a core clinical competency, not an optional “soft skill.” Faculty from multiple specialties lead retreat-style courses for new providers that blend facilitated conversations, skills practice, and real-time feedback. Listeners will hear how the program supports clinician well-being, reinforces professionalism, and helps sustain a culture where being heard, understood, and respected is central to care. 

Guests:

Cory Ingram, MD, MS,FAAHPM | LinkedIn  

Susan Romanski, M.D.

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

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

#mayokeyintoquality

Post-pandemic shifts to virtual, abbreviated onboarding have left many new staff feeling isolated, less confident, and more likely to burn out.

In this episode of Key in to Quality, listeners get a peek into what’s working at Mayo Clinic in Arizona. A nursing team developed an enculturation toolkit designed to intentionally root new nurses in Mayo Clinic’s mission, values, and cultural heritage. The toolkit organizes existing institutional resources into leader-ready activities aligned with evidence-based principles of engagement, meaning, connection, and reflective practice. It supports diverse learning needs and reinforces culture for both new and seasoned staff.

Pilot results showed sustained engagement, stronger understanding of mission and values, and observable behavioral improvements that enrich teamwork and patient experience. The approach is now being explored for broader implementation and potential licensing.

Guests: Crystal Grys | LinkedIn    Melania Flores | LinkedIn

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

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

#mayokeyintoquality

Healthcare safety often focuses on what went wrong, but what about the moments when harm is stopped before it ever reaches the patient?

In this Key in to Quality episode, host Tim Morgenthaler, M.D., and co-host Sheri Nemec talk with Shari Ochoa, M.D., Ashley Stapp, and Beth Terrio from Mayo Clinic Arizona about the Good Catch “safety in action” program.

They describe how a grassroots idea launched during COVID-19 with simple email shout-outs has grown into a robust recognition program with scoring criteria, dashboards, campus boards, and even a traveling trophy. Along the way, they highlight psychological safety, the five safe behaviors, and the value of recognizing both self-reported and peer-nominated good catches.

Listeners will hear practical advice on starting small, building infrastructure, developing meaningful metrics, and shifting culture from “gotcha” to “good catch,” so staff feel safe speaking up.

#mayokeyintoquality #patientsafety #keyintoquality #qualityimprovement #safetyculture

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

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

#mayokeyintoquality

Catheter-associated urinary tract infections remain one of the most common yet preventable hospital-acquired infections. In this Key in to Quality episode, host Dr. Tim Morgenthaler, M.D., and co-host Sheri Nemec ask a simple question with big implications: What if we treated every urinary catheter like a high-risk medication?

Guests Hari Korsapati, M.D., Regional Director for Hospital Quality and Chief of Staff at Mayo Clinic Health System in Mankato, M.S., and Alexandra “Alex” Bates, D.N.P., performance improvement advisor, focus on hospital-acquired infections, describing how their team moved CAUTI work from discussion to action.

They outline practical strategies that worked: nurse-driven escalation to the Medical Officer of the Day for second opinions, daily bedside review of Foley necessity on rounds, and an evidence-based urinary management order set aligned with APIC guidelines that favors intermittent catheterization whenever possible.

Listeners will walk away with concrete action steps to standardize practice, assist care teams, and make CAUTI reduction a shared, long-term success.

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

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

#mayokeyintoquality

Falls don’t just happen at home or in the hospital. In busy ambulatory clinics, patients can stumble in waiting rooms, hallways, and exam rooms with serious consequences.

In this episode of Key In to Quality, vice chair of Quality Tim Morgenthaler, M.D., talks with Steven Kochan, D.N.P., R.N., chair of the Rochester Fall Injury Prevention Subcommittee for Ambulatory Practice, and Lloyd Speer, manager in Midwest Practice Administration and subcommittee co-chair.

The conversation highlights measurable reductions in falls and injuries, a strong reporting culture, and next steps that include using artificial intelligence and video monitoring to identify risk even earlier. Listeners will come away with practical advice on where to start, who to engage, and how small, intentional changes can make outpatient care safer for every patient, every day.

#outpatientfalls #keyintoquality #patientfalls #outpatientsafety #fallprevention

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

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

#mayokeyintoquality

Can we prevent bathroom falls without losing privacy? Hospital bathrooms are among the riskiest places for inpatient falls...and also the most personal. In this episode of Key in to Quality, Mayo Clinic’s Dr. Allyson Palmer, Amberly Hess, and Cari Guttormson unpack a new initiative designed to prevent bathroom-related falls without sacrificing privacy or independence. The team walks through practical inclusion criteria, use of nurse judgment, and how electronic health record tools and artificial intelligence may eventually support real-time risk identification.

#mayokeyintoquality

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/

Guests: Allyson Palmer, M.D. | https://www.linkedin.com/in/allyson-palmer/ 
Amberly Hess
Cari Guttormson

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

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

#mayokeyintoquality

What if every patient had a built-in safety partner? In this episode of Key in to Quality, Safe Patient Handling Coordinator Kelly Drilling explains merging fall prevention and handling into one safety mobility champion role. Frontline champion Marissa Cocker describes day-to-day impact on a neurosurgery floor, helping patients mobilize sooner and guiding colleagues on the right equipment.

The team uses the Bedside Mobility Assessment Tool to tailor safe movement plans, while quarterly champion events build skills with data, hands-on training, and practical communication tactics. Safe Mobility Champions show how early, supported mobility improves outcomes and how language, leadership, and the right tools make safety a shared practice.

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

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

Guests: Kelly Drilling
Marissa Cocker

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

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

#mayokeyintoquality