• Taylor Austin explains why roles should be owned, not just filled.
• How to bring your full personality into your work without apology.
• Why being the calm in chaos makes you a better leader and teammate.
• Practical ways to foster creativity instead of waiting for permission.
• Why people must always come before processes.
• The ripple effect of leaving people better than you found them.
• How integrity lives or dies on follow-up and follow-through.

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• Taylor Austin introduces Principles with Purpose—a framework she uses to train and guide her team.
• Why honesty and transparency aren’t just “nice-to-haves,” but essential foundations for trust.
• The role of remembering your personal why in navigating the challenges of healthcare and leadership.
• How showing authentic care impacts not only patients but also culture, reputation, and referrals.
• The fine line between persistence and annoyance, and how to stay on the right side of it.
• Why every person deserves their own story—and how to avoid cookie-cutter communication.
• A bold reminder: healthcare isn’t a competition—it’s about human lives.

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• Why autonomy, mastery, and purpose still matter
• How ego ruins teams (and what to do about it)
• The myth of the high-performing “lone genius”
• Culture fit vs. culture add — and why diversity of thought is often overlooked
• How to manufacture intentional team connection across remote healthcare settings
• The Halloween video that caused controversy… and paved the way for a team
• Why humility is Matt’s secret leadership weapon
• Feedback delivery, building trust, and managing strong individual performers
• Why “empowered” is the word Matt wants on his leadership tombstone

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Key Topics Covered:

• How word-of-mouth marketing is driven by genuine care
• Patient comments as fuel for cultural and clinical transformation
• The real reason questions about mental health, falls, and bladder control matter
• Creating new programs like pelvic floor therapy and fall prevention based on CAHPS data
• Health literacy, team specialization, and interdisciplinary strengths at scale
• Using empathy and relationships to make data actionable

Key Quotes:

• “Data is only good if we use it.”
• “Trust is marketing. Exceptional care is a billboard people share at dinner.”
• “Our job is to ask the curious questions patients didn’t even know they needed.”

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1. Episode Highlights

• Rebecca Dillard outlines her team’s multi‑year journey: from CAHPS survey awakening to embedding empathy and shared goals in daily care.
• Learn how internal surveying via text messaging and NPS tracking became foundational to decision‑making.
• Jamie shares a personal story: how patient experience education helped guide his family to better care and empowered their choices.

2. Major Takeaways

• Transforming patient experience isn’t a flash in the pan—it’s a cultural rhythm sustained by leadership, data, and values.
• Trust is the cornerstone: prompt lab calls, respectful staff, and short referral wait times all contribute to patient trust and engagement.
• Data isn’t just numbers—it triggers conversation, awareness, and coordinated improvements among providers, referral coordinators, and leadership.

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• Why listening is the most underutilized leadership superpower
• The hidden root causes of burnout (hint: it’s not just overwork)
• How to give and receive feedback without triggering ego
• Building psychological safety one honest moment at a time
• The surprising reason why emotionally intelligent leaders are the most effective

Recommended Resources:

• Dare to Lead by Brené Brown
• Leaders Eat Last by Simon Sinek
• Think Again by Adam Grant
• Podcast: WorkLife with Adam Grant

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Guest: Aubrey Wall, Executive Director of Curriculum and Learning Design at Your Health

Topics Covered:

• Shifting from K–12 leadership to adult education
• Creating psychologically safe environments for learning
• Why adult learners are more capable than we think
• Designing mobile-first and blended learning experiences
• The power of curiosity, experimentation, and humility
• How adult learning connects directly to patient care
• Highlight: “If you’re not willing to learn, no one can help you. If you’re determined to learn, no one can stop you.”

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(Organized for learning & insight discovery)

00:00 – Welcome: Rethinking everything we thought we knew about home care

04:12 – Home Care vs. Home Health: Why this distinction matters

09:30 – Crisis vs. Prevention: The real cost of waiting too long

13:40 – The ROI of Proactive Support: Reducing ER visits, boosting length of stay

18:25 – A Personal Story: When caregiving becomes invisible and unsustainable

24:15 – Independent Living Meets a New Era: Why “forever homes” need partners

31:00 – The Overlooked Value for Facility Operations & Team Culture

38:00 – How to Build a Proactive Referral Culture that Actually Works

44:50 – The Language of Trust: Why the words we use can empower or isolate

50:00 – Good vs. Transformational Partners: A Chick-fil-A meets Disney approach

56:10 – Looking Ahead: How Your Health is shaping the future of care

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In this episode:

• How Matt defines courageous leadership in healthcare
• The tension between innovation and compliance in hospice and palliative care
• Why silence can be louder than words — and when to break it
• How to build team culture that embraces mistakes and honest dialogue
• What it looks like to lead from values — even when it costs you sleep, popularity, or approval

Three key takeaways:

1. You can’t lead if you can’t be disagreed with.
2. Inaction is often more dangerous than the wrong action.
3. Confidence is a muscle built by reps — not magic.

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Highlights:

• Taylor’s childhood living inside an assisted living facility
• The art of getting past the gatekeeper with empathy and humor
• Why she uses ChatGPT between therapy sessions (!)
• Anticipating needs and avoiding preventable chaos
• Reframing burnout with boundaries and personal accountability
• What she’d change about healthcare collaboration (hint: insurance, meet simplification)

Bonus: The KISS Rule, why healthcare needs less complexity and more humanity

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