Welcome to the official podcast of the Healthcare Experience Foundation. Every one of the millions of small encounters that comprise the healthcare experience serves as a chance to seek excellence, change someone’s day, week, or month. These experiences may even change a patient’s outlook on life itself. This podcast’s mission is in lockstep with Health Experience Foundation’s ongoing drive to create demonstrable improvements in patient experiences of care. It exists to improve quality and s ...
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Podcast by Kent Clothier Sr.
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This show is for everyone in public adjusting who wants to make more sales, get more claims approved, and become a master advocate for their clients. Because Experience Matters is hosted by Jack Hanks, who has over 30 years of industry experience and was voted 2021 Public Adjuster of the year by his peers.
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Experience Matters is a podcast brought to you by Keane. From our studios in Birmingham, Riyadh and Dubai we work with clients all over the world. Since 1995 we’ve been using insight and strategy to define, design and deliver meaningful experiences everywhere people eat, stay, work, shop and play. Using that knowledge, we'll be talking about a new topic every episode, joined by marketing pros, interior designers, and master planners from our own talented team, as well as leading industry exp ...
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Coaching’s Measurable Impact On Improving Patient Experiences
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This week on the Healthcare Experience Matters show, we’re interviewing Elisa Grace, the Vice President of Coaching at the Healthcare Experience Foundation (HXF). Elisa joins us to discuss coaching's role in elevating excellent patient experiences and showcasing some of its measurable impacts. We also explore into the common myths and misconception…
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Healthcare Leadership and Moving from Colleague to “Boss”
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Within a typical healthcare leader's journey and their rise in management ranks, it is not uncommon to transition from a colleague and friend to a position of authority. When navigated properly in healthcare, this transition can be seamless, fruitful, and mutually beneficial to all parties involved, including the parent organization and the patient…
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The Tangible Benefits of Cultural Inclusion Training in Healthcare
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Shari Gold is our guest this week on the Healthcare Experience Matters Podcast. She currently serves as Senior Vice President for Regulatory Compliance and the Chief Quality & Equity Officer with Bergen New Bridge Medical Center in New Jersey. She is a Healthcare Quality and Regulatory Compliance Executive, and we are honored to have her join our s…
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Navigating The Important Future HCAHPS Survey Changes
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This week on the Healthcare Experience Matters Podcast we are thrilled to share with you the rebroadcast of our HCAHPS 2.0 webinars covering the most important upcoming changes to the survey that will be headed our way in 2025. Last month the Healthcare Experience Foundation (HXF) team delivered two free webinars designed to prepare you and your te…
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An Unwavering Mission to Empower All Patients
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In this week’s Healthcare Experience Matters podcast episode we are honored to be joined by compassionate patient advocate, David Ezon, MD, a pediatric cardiologist and associate professor of pediatrics with Mount Sinai Hospital in New York. He's also the creator of The Patient Empowerment Workshop™, as well as the author of the new book Survive an…
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Why Healthcare Needs a New Approach to Relationship Rounding
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The Healthcare Experience Matters Podcast is back this week with a brand-new episode featuring Katie Owens, MHA, CPXP, and Kathleen Lynam, RN, MPA. In addition to their roles as Healthcare Experience Foundation (HXF) coaching faculty, Katie currently serves as HXF President and Co-Founder, while Kathleen is an Executive Coach and Senior Advisor wit…
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Including All Voices in Patient Safety
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An important discussion on including patients' voices in the dialogue on improvements to safety management practices takes place this week on our Healthcare Experience Matters Podcast. We are joined by Kumar Subramaniam, President/CEO at SafeTower Inc., and Eileen Kasda, Vice President of Patient Safety at SafeTower, in our newest episode, moderate…
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Improving Doctor/C-Suite Communication to Advance Patient Care
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An indispensable pillar of leadership is strong communication, and effective communication with the c-suite is crucial for improving our environment at scale and building a thriving atmosphere for staff. This is especially true in healthcare when it comes to communicating with the C-Suite. George Mayzell, MD, MBA, joined our Healthcare Experience M…
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Overcoming the Inherent Challenges of Physician Leadership
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For as much as they accomplish and contribute to society, physicians and many healthcare practitioners often fail to recognize themselves as leaders. This week on the Healthcare Experience Matters Podcast, we're joined by Rob Minkes, MD, PhD, MS-LOD, who offers insights on how physicians can overcome the inherent challenges of recognizing themselve…
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How to Best Lead with Authenticity in Healthcare
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Carla Parker-Hollis joins the Healthcare Experience Matters Podcast this week to discuss the essential elements of authentic healthcare leadership. This discussion is moderated by Kathleen Lynam, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF). Carla is the Chief Operating Officer of Jersey City Medical Center …
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Self-Compassion and Empathy’s Vital Role in Building Healthcare Leaders
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Today’s podcast is a 'Best of' episode of Healthcare Experience Matters, where we explore some of the most impactful conversations that have taken place on our show related to self-compassion and empathy’s role in building future healthcare leaders. We’re highlighting three influential interviews that have taken place on our podcast in this 'best o…
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Building a Workplace Culture of Belonging in Healthcare
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In this week’s impactful episode of the Healthcare Experience Matters Podcast, we delve into the core aspects of fostering a culture of belonging. Belonging should be an unwavering cultural value, as we firmly believe it leads to a more engaged healthcare workforce, instilling a deeper sense of purpose for all involved. Ultimately, building a cultu…
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Emotional Intelligence to Promote Inclusive Healthcare Leadership
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This week on the Healthcare Experience (HX) Matters Podcast, our guest is Kathy Boswell. We'll be exploring the four dimensions and competencies of emotional intelligence and how they can help promote inclusiveness in healthcare environments. Kathy is a Coach and National Speaker with the Healthcare Experience Foundation (HXF). She is also a featur…
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The Medical Professionalism Questions That Need to Be Addressed
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Rob Minkes, MD, PhD, MS-LOD, and Robert Eisinger, PhD, both coaching faculty members at the Healthcare Experience Foundation (HXF), join us on our weekly Healthcare Experience Matters Podcast to address some of the lingering questions surrounding medical professionalism. Vagueness of Medical “Professionalism” Last month, the New York Times publishe…
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Healing Patients Better by Listening to Uncover Their Deepest Needs
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What's often left unspoken can assist us in better healing patients and being there for them in their times of deepest distress. Delving into this mystery often necessitates a profound form of listening, which can be the key to unlocking the root of that distress. We are excited to be joined by Dr. Joshua Schwarzbaum as our guest once again this we…
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In the latest episode of the Healthcare Experience Matters Podcast, we look into the benefits of investing time into DEI education and training in today’s healthcare environment. Joining us for today’s chat is Brian Bustoz, MBA, CPXP, the Director of Patient Experience Service Excellence at Dignity Health Arizona, Central, and West Valley Market. B…
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Health Literacy for Patients in the Age of the Internet and A.I.
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Catherine Richards Golini, PhD, a Healthcare Editor with Karger Publishers, and plain language expert, joins the Healthcare Experience Matters Podcast this week for a timely chat on patient education. We’re on a mission to improve the patient experience through all facets of care, with patient education and communication at the heart of so much of …
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3 Essential Qualities for Emerging Healthcare Leaders
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Kathleen Lynam, RN, MPA, joins our Healthcare Experience Matters Podcast this week to discuss the three essential leadership qualities she has found to be enduring. Having a deep-seated passion for your work, bringing a people-centered approach to the table, and maintaining a visionary mindset are the enduring attributes that all emerging leaders i…
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What Leading with Inclusivity Means in Healthcare
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Today’s episode of the Healthcare Experience Matters Podcast is a chat with Steve Meth, JD, MS, Chief Patient Experience Officer, Johns Hopkins Medicine, about what it means to lead with inclusivity in today’s modern healthcare landscape. Drawing from his extensive experience and unique professional background, Steve highlights the significance of …
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A Five-Star Hospitality Mindset for Service Excellence in Healthcare
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There are many intangibles that make up an excellent patient experience. Often times it starts with the parking lot – like are there actually enough spaces in the garage to park? It seems simple, but it can go a very long way in healthcare service excellence. This is something we should all be striving to improve in our field. Stepping away from th…
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How a Doctor Overcame Public Speaking Fears to Better Serve Patients
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According to research, approximately 75% of the general population experiences a fear of public speaking.* When combined with the fact that many medical professionals tend to be introverted by nature, it is safe to assume that a love or passion for public speaking is not common in healthcare. Furthermore, it is probably safe to conclude that doctor…
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The Healthcare Experience (HX) Academy for Excellent Patient Encounters
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This week’s episode of the Healthcare Experience Matters Podcast takes a deep dive into the Healthcare Experience (HX) Academy, and how it can drive better patient encounters. Today's discussion is moderated by HXF President Katie Owens. Healthcare experiences consist of a million small encounters, each contributing to the overall impression of you…
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How to Avoid the Pitfalls of Chart Wars and Bias: Ensuring Equitable Healthcare Practices
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Join moderator Deanna Frings and panelists Drs. Rob Minkes and George Mayzell on this week's Healthcare Experience Matters Podcast. In this special episode, we feature a discussion on avoiding the pitfalls of chart wars and bias to ensure equitable practices. This podcast is a rebroadcast of a live learning event from the Healthcare Experience Foun…
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What Cultural Humility Means in Practice for Healthcare Leaders
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Tiffany C. Chaney, FACHE, joins the Healthcare Experience Matters Podcast this week to discuss the practical application of cultural humility. In addition to being a Fellow with the American College of Healthcare Executives (FACHE), Tiffany is Chief Diversity Officer with Baptist Health in Montgomery, Alabama. Throughout her career, she has been gu…
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Coffee Trends: What's Hot in 2024?
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After a run of several incredible guests, Lou & Ted are taking a quick coffee break... and taking a look at the hottest caffeine trends for 2024! How are flavour, premium experiences and 'conscious' coffee affecting the market and products being produced? They get into the stuff that matters, and give you something to ponder over your next flat whi…
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The Keys to a More Inclusive Healthcare System
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Vanessa Guzman brings us the keys to building a more inclusive healthcare system in this week’s heartwarming edition of the Healthcare Experience Matters Podcast. In addition to her role as a passionate advocate for health equity, Vanessa is Chief Executive Officer at SmartRise Health and Ella Es Health. She is also a strategy and empowerment coach…
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There's Nothing Dry About Mocktails
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We're back with a new episode for the New Year - and of course we're talking Dry January. We're not alone either - this episode we're joined by a real pro in this area, with incredible hospitality credentials - Pooja Sharma-Jones is Chief Marketing Officer for drinks brand 'Mocktails'. We talk about Pooja's background with brands like Harrods and S…
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Building Implicit Bias Awareness for Healthcare Leaders
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In this week's episode of Healthcare Experience Matters, we have the pleasure of being joined by Brenda Ayers, MD, a Physician Coach at the Healthcare Experience Foundation (HXF). This crucial podcast interview offers an in-depth exploration of what it takes for healthcare leaders to develop a heightened awareness of implicit bias. Dr. Ayers is not…
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How Governing Boards Can Drive Excellent Healthcare Experiences
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This week on the Healthcare Experience Matters podcast, we're discussing the role that governing boards play in the ongoing quest to elevate patient experiences in the modern and ever-changing healthcare environment. Our guests this week include Laura S. Orr, MHA, CEO of FORWARD Governance Consulting, and Katie Owens, President of the Healthcare Ex…
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In this week's edition of the Healthcare Experience Matters Podcast, we take an in-depth look at some of the (often overlooked) benefits of medical scribes and their positive impact on the patient experience. We are excited to welcome Dr. Christine Meyer, an internal medicine physician, back to our program for today’s episode. This is the second ap…
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From Burnout to Brilliance: Finding the Right Coach in Healthcare
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Advisors, mentors, and coaches—family and friends—you will need to lean on all these people in your support system as a healthcare professional. Given the rigors of working in healthcare, a coach can be your strongest professional ally, helping you objectively see things without bias (or an interest in the outcome.) Unlike many individuals in our p…
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2023 Trends: What's Next?
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It's the last episode of the year! With that comes a look back at 2023 and everything we've learned. Lou & Ted give you their top 5 developments that made a difference this year, and how those trends will impact hospitality in 2024. If you want to get ahead in 2024, this is a great place to start. We also mention how to get your hands on some free …
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Enhancing Patient Experiences through Self-Reflection on Language and Demeanor
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When we look towards enhancing the patient’s experience, it's not always about the time spent with patients. Although more time would be appreciated, healthcare providers can often make a more significant impact through the words used and their overall demeanor. In this week's edition of the Healthcare Experience Matters Podcast, our host, Casey Ca…
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How a Coaching Mindset Empowers Healthcare Leaders and Teams
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Healthcare Experience Matters is back this week with a new episode as listeners are treated to an insightful conversation with Deanna Frings, an Executive Coach at the Healthcare Experience Foundation (HXF). With an extensive background in healthcare that encompasses clinical, operational, and leadership roles, Deanna brings a wealth of wisdom and …
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Brand Experiences in the Metaverse
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We're pleased to welcome Cynthia Miller to the podcast! Head of Innovation at 11:11, (Paris Hilton's media agency) Cynthia leads the business in Web3 and Metaverse initiatives. In this episode she shares her insight into building digital experiences, and why platforms like Roblox are opening up new ways to interact with captive audiences like Gen Z…
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The Lifesaving Power of Listening to Patients with Empathy
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We are excited to welcome back a familiar face to the Healthcare Experience Matters Podcast this week! Nita Magee, PhD, RN, MHNP-BC, returns for her latest appearance on our show and a crucial talk about actively listening to patients with empathy and the drastic difference it can ultimately make for better outcomes. As our dedicated listeners can …
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Practicing Gratitude for Effective Healthcare Leadership
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A simple thanks can go a long way. At the Healthcare Experience Foundation, we firmly believe that an incredible portion of effective healthcare leadership, and excellent patient experiences, starts with a simple premise: thankfulness. To get you in the Thanksgiving spirit, we encourage you to check out inspiring snippets from recent podcast interv…
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This week we chat to Dan Clayton, who comes to us from our studio based out in Dubai. Dan comes with a wealth of experience of working in F&B and in this episode shares his insights and key learnings from working with hotels over the years, as well as some specific hot tips on how to get your F&B winning that work even if you're not in the hotel ga…
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Coleen Santa Ana, MHA, is our guest on the Healthcare Experience Matters Podcast this week, where she explores why executive coaching is becoming increasingly important in the healthcare industry. As an Executive Coach with the Healthcare Experience Foundation, Coleen brings over 20 years of healthcare executive leadership experience to the table. …
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How to Retain Great Nurses (No Matter Your Budget, Scope, or Size)
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Ramonita Jiménez, DNP, MPA, RN, NEA-BC, Chief Nursing Officer with Hackensack University Medical Center joins our Healthcare Experience Matters Podcast this week. We are honored to have Dr. Jiménez join our weekly program to discuss the multitude of innovative ways medical institutions of all scopes and sizes can effectively address nurse retention…
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What Patient Experience Data Has Revealed Since the Pandemic Started
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Jan Gnida CPXP and Katie Owens, MHA, CPXP, join us on the Healthcare Experience Matters Podcast this week as we examine the interesting shifts in data within patient experience trends since the start of the pandemic. Jan is the Senior Vice President of Research Operations for PRC, and this is her first time joining our podcast. Katie is a familiar …
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Quick Service Restaurant Trends: Innovation
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Lou & Ted are back on the QSR train! This time talking all things innovation. Everything from tech, to speed and ultimately automation. Are burger flipping robots the future, or more of a robo-flop? How much does speed of service really affect customer satisfaction? All this and more in this episode of Experience Matters!…
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What I Learned Mystery Shopping the Patient Experience
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In this week’s episode of the Healthcare Experience Matters Podcast, we are joined by Barbara Khozam, a Certified Patient Experience Professional (CPXP), and “professional patient.” Barbara shares insights into her deep involvement in healthcare through mystery shopping the patient experience. As a professional patient, Barbara delves into the worl…
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Quick Service Restaurant Trends: Consumer Behaviour
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The first in our QSR series! Ted & Lou get into the thrills & spills of Quick Service Restaurant trends. This first episode takes a look at how consumer wants, needs and behaviour shapes fast-food chains and the development of their businesses. What aspect of QSR's should we get into next?Door Keane
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What Compassionate Healthcare Leadership Needs to Look Like
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Mark Rulle, EdD, joins our show this week for an honest conversation about what needs to change in healthcare leadership. If we are to build a prosperous future for our patients and healthcare workers, we must recognize that the key ingredient might just be compassion. It's essential to work towards having compassion radiate throughout your organiz…
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Leading with Compassion: A Guide to Effective Healthcare Leadership
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To get you in the spirit for our upcoming Foundations in Compassionate Leadership Certificate program, we encourage you to check out inspiring snippets from recent podcast interviews featuring speakers and presenters who are at the heart of what makes this program so impactful. We hope you enjoy checking out these podcast interviews and please mark…
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Brand Collabs: Hype or Hope?
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Mike & Ted talk about the rise in brand collaborations - the difference between the perfect partnership and when it's all hype, but no hope.Door Keane
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Unlocking the Strategic Potential of Subsidiary Boards in Healthcare with Laura Orr
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Laura Orr, a seasoned healthcare executive with extensive experience in navigating governance complexities and executive leadership, joins us this week on the Healthcare Experience Matters Podcast for a chat about subsidiary boards. This is Laura's second appearance on our show. In addition to her years of operations, strategic planning, and board …
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Attention! Time is running out to join our October 5th and 6th DEI Foundations Certificate program. This program consists of two half-day virtual cohort sessions designed to equip leaders, staff, clinicians, and physicians with the knowledge and strategies needed to foster interpersonal growth and meet the demands of today's healthcare environment …
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Pubs: Double Down or Diversify
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Ted & Dave talk about pubs - and what they have to do to stay relevant in an ever-changing landscape starting with the important question: "What exactly is a pub?"Door Keane
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