We are honored to host a panel interview this week on the Healthcare Experience Matters podcast, where we will discuss confronting the burnout rates prevalent among medical assistants and patient care coordinators. Our panel includes returning guest Timothy Seay-Morrison, EdD, LCSW, Senior Vice President of Service Lines and Chief Ambulatory Care Officer at Stanford Health, joins our first-time guest Roberto Rodriguez, MSN, RN, Senior Director of Primary Care and Employer-Based Health Centers with Stanford Health. We are also pleased to be joined by Jim Kinsey, FPCC, CDP, PLCC, who serves as the Director of the Healthcare Experience Academy with the Healthcare Experience Foundation (HXF). This discussion is moderated by our longtime HX Matters Podcast Director, Casey Callanan, who has been hosting and producing this show since 2021. Timothy, co-author of the research article that appeared in the Journal of Healthcare Management titled "Factors Affecting Burnout Among Medical Assistants," originally joined this podcast in 2022 to discuss the study. For a quick refresher, you can revisit that podcast discussion here:  https://healthcareexperience.org/medical-assistants/

In this 'best-of' edition of the Healthcare Experience Matters Podcast, we are honored to present an encore presentation of this episode with Michelle “Missy” Moorhead, MSN. It is  a lively discussion about why she is so passionate about the patient experience. We also discuss why excellent patient experiences matter today more than ever. With Lee Health in Fort Meyers, Florida, Missy currently serves as Patient Experience and Engagement Specialist. The Healthcare Experience Matters Podcast is dedicated to amplifying the voice of today’s leaders in shaping excellent patient experiences. We are very excited for this conversation with Missy. Her sincerity and passion for this line of work is contagious. She brings a wealth of clinical and patient experience expertise to the table. Learn More: https://healthcareexperience.org/missy-moorhead/

In this 'best-of' edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was originally released in 2021 and is more relevant than ever today. This episode of our podcast is about the importance of senior leaders rounding on physicians and providers. Our guest is Healthcare Experience Foundation (HXF) co-founder and president, Katie Owens. When senior leaders round on physicians appropriately, they form a rapport that bridges gaps to create better cohesion and teamwork. When done effectively and consistently, this practice builds trust and strengthens relationships. Moreover, there is a significant opportunity for organizations to support physician recruitment and retention through properly executed senior leader rounding practices. On the flip side, the consequences of not engaging physicians are serious. Learn More About the Healthcare Experience Foundation: https://healthcareexperience.org/

In this "best-of" edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was originally released about a year ago.  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 Callanan, interviews Michelle Brady, MSHAL, BSN, RN, CPXP, the Chief Experience Officer & Director of Relationship-Based Care at MyMichigan Health. Joining them is Katie Owens, President of the Healthcare Experience Foundation (HXF). Learn More: https://healthcareexperience.org/words-matter

In this "best-of" edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was originally released around the holidays in 2022. In this popular episode, Healthcare Experience Foundation (HXF) Executive Coach, Deborah Zastocki, DNP, Ed.M., MA, RN, NEA-BC, FACHE, joins our program for a chat about creating conditions to motivate clinicians in busy environments. Learn More: https://healthcareexperience.org/motivate-clinicians/

In this "best-of" edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was originally released three years ago on Thanksgiving Day 2021. The importance of gratitude is something that should always be top of mind, but it is especially relevant to discuss around the holidays.  Being released on the same day as Thanksgiving here in the United States, Katrina Coleman, BSN, MSN, joined our Healthcare Experience Matters podcast for a chat about the many benefits of saying thanks and being grateful.  Katrina discussed how showing gratitude can increase our overall optimism towards our careers and lives. Simply put, being grateful tends to increase happiness.  Katrina is a Leadership and Engagement Strategist with Maryland Healthcare Education Institute (MHEI) in Elkridge, Md.  Learn more: https://healthcareexperience.org/gratitude

In this "best-of" edition of the Healthcare Experience Matters Podcast, we are honored to present an episode that was released almost exactly one year ago to the day. Please enjoy this replay of one of our most popular episodes ever, featuring Ramonita Jiménez, DNP, MPA, RN, NEA-BC, Chief Nursing Officer at Hackensack University Medical Center, who joins us for this incredibly memorable discussion on retaining nurses.  Dr. Jiménez discusses the many ways medical institutions of all scopes and sizes can effectively address nurse retention challenges. Learn More: https://healthcareexperience.org/nurse-retention

Terry Mainous, MSN, RN, CMPE, Chief Nurse Executive and Vice President of Operations at Lee Physician Group in Fort Myers, Florida, joins our Healthcare Experience Matters Podcast this week to share an emotional story about learning from the mistakes of other people, and the role of empathy in delivering an unwaveringly excellent patient experience.  This discussion is highlighted by a moving story that Terry shares, involving her family and the extra spark it ignited within her to vow that her institution would never allow patient care to reflect an experience that makes patients, and their loved ones, feel neglected and unheard.  “There were many suggestions regarding [my father’s] care that I knew, both clinically and professionally, were not the right pathways for him. My objections were not listened to,” she told us.  “There was an attempt to overrule them, and it was a very stressful time for my family. I carry that with me because I don't want our patients to go through that same experience. I want all of our interactions with our patients to be positive and caring.” It’s a simple message, but it goes a long way: learn from the mistakes of others and vow to do better. Furthermore, empathy can often be the best teaching tool moving forward. Learn More: https://healthcareexperience.org/

This week on the Healthcare Experience Matters Podcast, we are rebroadcasting our recent live webinar dedicated to HCAHPS and hosted by the Healthcare Experience Foundation coaching team. Watch the video here: https://youtu.be/NF2zfUGvJ2k  This webinar offers essential insights for CEOs and Boards regarding the upcoming HCAHPS 2.0 changes and how to enhance patient care effectively in light of these changes. During this conversation, we cover the most significant modifications to the survey that will be implemented in 2025. The webinar is co-hosted by Kim Bixler, HXF’s Vice President of Client Engagement, and Katie Owens, HXF’s President and co-founder. After receiving strong feedback on our two popular HCAHPS 2.0 webinars earlier this year, we realized that a third round was necessary to explore additional topics. If you missed out on those previous broadcasts, you catch up by listening to Navigating The Important Future HCAHPS Survey Changes: https://healthcareexperience.org/hcahps-survey-changes/.

This week, we’re gearing up for a November full of Leadership Certificate Program opportunities from the Healthcare Experience Foundation (HXF) by featuring this “best-of leadership” episode on the Healthcare Experience Matters Podcast. This episode features snippets from previous podcast guests that quickly dive right into the essence of what defines effective healthcare leadership in these rapidly changing times, with 2025 right here on the horizon. Click below for more information on attending one of these virtually-held leadership certificate programs, and hopefully, we will see you there in November: Leadership Certificate in Physician Leadership Certificate in Leading for Healthcare Experience Excellence