To Care is Human
88 episodes - English - Latest episode: about 1 month ago - ★★★★★ - 16 ratingsStay connected to the changing landscape of Patient Experience through the To Care is Human Podcast Series. The Beryl Institute is committed to elevating the human experience in healthcare by providing a platform for all voices in patient experience to be heard. Join us weekly as the Institute shares conversations with those leading, delivering, and receiving care.
Hosted by Jason Wolf, PH. D., CPXP, President The Beryl Institute
Tiffany Christensen, CPXP, Vice President Experience Innovation The Beryl Institute.
Homepage Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Episodes
"We need to be the patient in the room.”
March 25, 2024 10:00 - 22 minutes - 15.5 MBTransgender activist Emily Newberry joins Director of Community Experience, Amy Kwiatkowski to share her multi-decade journey of acceptance and understanding and how it led her to the field of patient experience and advocacy. Listen as Emily describes how her own experience navigating the health care system as a transgender woman inspired her to be persistent and to advocate for patients across the spectrum of care.
Get to Know Me – Connecting Volunteers with Patients
February 05, 2024 11:00 - 22 minutes - 20.9 MBLinda Fisher, Regional Director for Guest Services at UCHealth North, discusses the Get to Know Me Program, an initiative that connects volunteers with patients. Listen in to learn how, through a series of lighthearted questions designed to spur conversation, volunteers were able to make lasting and impactful connections with patients and their families.
We’re All Emotional Beings: That’s What It Is to Be Human
October 09, 2023 10:00 - 26 minutes - 24.6 MBBen Larsen, Experience Advisor at Baylor Scott & White Health, discusses the significance of human connection and the relationships we build with patients. Listen as he talks about communicating in service of a relationship, origin stories and the importance of practicing compassion and empathy.
Creating a Culture of Caring with Concierge Services
September 11, 2023 13:10 - 22 minutes - 16 MBBill Mills, CEO of Best Upon Request, shares how offering concierge services impacts both the patient and employee experience. From running errands to providing a listening ear, his team members are instrumental in helping organizations improve satisfaction scores by providing an enhanced level of comfort and care.
We're All Human Beings, So Everything Is Human Experience: A Conversation with Nicole Cable, CXO CareMax
August 21, 2023 10:00 - 28 minutes - 26.7 MBFrom retail and hospitality to healthcare, Nicole Cable shares her professional journey that ignited a passion for the human experience. Listen as she details how a poor personal experience as a patient initially left her “wanting to stay as far away from healthcare as possible,” but eventually became the driving factor behind a career focused on helping and serving others.
“When we share our stories, there’s a level of healing”
August 07, 2023 10:00 - 19 minutes - 18.1 MBWhen Monica Jones became a mother of children requiring complex care, she realized her calling in healthcare. Listen as she shares her family’s experience in navigating the healthcare system on her children’s behalf and how it inspired her to join the patient and family experience team at the Children’s Hospital of Philadelphia.
Healthcare's Renaissance to Digital Transformation
July 17, 2023 09:00 - 24 minutes - 22.5 MBDave Bennett, CEO of pCare, discusses the importance of embracing technology and how a digital transformation can enhance all aspects of the human experience.
Plan for a season. Stay a Lifetime.
June 12, 2023 10:00 - 21 minutes - 29.9 MBAmy Veneciano shares how she re-evaluated and reset Volunteer Services at UCSF as the waves of COVID-19 subsided. During the long pause in using volunteer services, she describes the pandemic's silver lining as an opportunity to reflect on what to do differently to make a difference to patients, staff, and the volunteers themselves. Learn how streamlining processes, educating staff and recognizing the achievements of volunteers play into recruiting - and keeping - a dedicated and happy volun...
No More Pizza: Moving Forward with the Basics of Experience
May 22, 2023 09:54 - 23 minutes - 22.1 MBToya Golrley and Greg Makoul from NRC Health reflect on the power of three fundamentals of experience to drive innovation and improvement in healthcare. Listen as they share these insights and explain how getting back to the basics is more about moving forward than back.
“From Fence-Hopper to Top Doctor: A Conversation with Neurosurgeon Dr. Alfredo Quiñones-Hinojosa”
April 24, 2023 09:00 - 27 minutes - 51.3 MBDr. Alfredo Quiñones-Hinojosa (Dr. Q.) was an impoverished teenager living in a rural Mexican village before he hopped an 18-foot fence into California and found his way into the loftiest heights of the American Dream through hope, hard work and perseverance. Listen as he reflects on his life, his work and the importance of healing in the absence of a cure.
A Conversation with Dr. Airica Steed, President & CEO of The MetroHealth System
February 27, 2023 09:00 - 31 minutes - 29.1 MBDr. Airica Steed, President & CEO of The MetroHealth System, discusses the importance of representation in healthcare and how bias can negatively influence outcomes by sharing personal and professional experiences.
The importance of culture in healthcare
December 19, 2022 09:00 - 33 minutes - 30.3 MBWith over two decades of experience in healthcare, Dr. Karana Pierre has had the opportunity to care for patients from a variety of cultures. Listen as she shares the importance of cultural humility, and how acknowledging and understanding a patient's cultural background is key to a successful treatment plan and patient relationship.
Forgive yourself for being human - A story of bipolar disorder
November 28, 2022 09:00 - 32 minutes - 30.1 MBTrisha Choi, MA, CPXP, was diagnosed with bipolar disorder at 19 and, as a result, endured many hospital stays. After a negative experience with a nurse during one particular stay, she decided to pivot her career to healthcare. Listen as she discusses her healthcare experience with a mental health diagnosis and the importance of being able to ask for - and accept - help.
"I know what's on the other side of my read"
August 26, 2022 08:00 - 27 minutes - 24.7 MBDr. Jennifer Kemp changed the way she practiced medicine as a radiologist after her husband's cancer diagnosis. Listen as she talks about the lived experience of a family member going through treatment and the anxiety of waiting on radiology reports. This perspective inspired a journey to redefine the relationship between patients and their radiologists; both through direct communication and technology.
"My lungs on the x-ray looked like ground up glass": A COVID Recovery Story
August 08, 2022 08:29 - 31 minutes - 28.9 MBBob Pollard was a healthy 62-year-old when he was diagnosed with COVID-19, in the hospital and unable to breathe with a high likelihood of not making it through the night. Ultimately, he spent 17 days on a ventilator and a combined three months in the hospital and a rehab facility. Bob's tough journey back to health propelled a complete change of career. Listen as he shares how he went from COVID-19 patient to Patient Experience Professional.
Zero to Hero: How to build a healthcare app that attracts users
July 22, 2022 08:00 - 20 minutes - 19 MBWhile healthcare executives and patients want more digital options, many healthcare app developers struggle to provide a platform that attracts users and increases engagement. Joshua Titus, CEO at Gozio Health, discusses why this challenge exists and provides insight into how to ensure mobile platforms can succeed.
A Conversation with Jennifer Purdy, Executive Director, Patient Experience at the Veteran's Experience Office
July 08, 2022 08:00 - 22 minutes - 20.4 MBJennifer Purdy, Executive Director of Patient Experience at the Veteran's Experience Office shares the importance of remaining aligned with and staying true to the mission of serving those who have served. She emphasizes the importance of understanding who the human being is behind the veteran and ensuring that staff feel empowered to find ways to meaningfully connect to improve the overall collective experience for veterans.
A conversation with Dennis Pullin, President and CEO of Virtua Health
May 23, 2022 08:00 - 27 minutes - 25 MBDennis W. Pullin, president and CEO of Virtua Health, shares how his organization orients to the consumer while continuing to tackle the waves of the pandemic. He shares the importance of listening, observing and gathering facts to make sound decisions as a leader that creates the opportunity to provide an elevated experience for his staff, the patients and the community they serve.
A Conversation with Dennis Pullin, President and CEO of Virtua Health
May 23, 2022 08:00 - 27 minutes - 25 MBDennis W. Pullin, president and CEO of Virtua Health, shares how his organization orients to the consumer while continuing to tackle the waves of the pandemic. He shares the importance of listening, observing and gathering facts to make sound decisions as a leader that creates the opportunity to provide an elevated experience for his staff, the patients and the community they serve.
Easy to Give, Hard to Receive
April 25, 2022 08:00 - 21 minutes - 20 MBRisa Hanau, LCSW, is an expert in caring for those at end-of-life. She also is a natural "giver" who is quick to support a loved one in need. Facing her own rare disease diagnosis and the physical challenges that come with Ehlers-Danlos, however, required she take a new journey of asking for help. Join us for this compelling and raw story of Risa's journey to accepting support while coping with a rare disease.
A Conversation with Alina Moran, President at Dignity Health – California Hospital Medical Center (CHMC)
February 21, 2022 09:05 - 27 minutes - 25.3 MBAlina Moran shares her story of growing up in a family that had little access to healthcare resources and how that propelled her path to leadership in a career focused on advoating for healthcare equity and the healing power of human kindness. She also shares her experience running a hospital during the COVID-19 pandemic and addressing the needs of her staff and the patients they serve.
A conversation with Alina Moran, President at Dignity Health – California Hospital Medical Center (CHMC)
February 21, 2022 09:05 - 27 minutes - 25.3 MBAlina Moran shares her story of growing up in a family that had little access to healthcare resources and how that propelled her path to leadership in a career focused on advoating for healthcare equity and the healing power of human kindness. She also shares her experience running a hospital during the COVID-19 pandemic and addressing the needs of her staff and the patients they serve.
"Brain Fog" and Overwhelm: A Long-COVID Story
February 07, 2022 09:04 - 32 minutes - 29.8 MBMary Smith was diagnosed with COVID-19 early on in the pandemic. Since then, she has grappled with Long-COVID. In this podcast you will learn more about how Long-COVID impacts a person's day to day life.
Special Needs Child Changed My Life
January 03, 2022 09:00 - 20 minutes - 18.9 MBJeff Cousins and his wife were excited to find out they were pregnant with their first child. 23 weeks and five days into the pregnancy, they learned there were issues with their son's development and this began a whole new chapter in their lives. Learn more as Jeff unpacks his Tiny Story": Special Needs Child Changed My Life."
2021 Year in Review Reflections
December 20, 2021 09:00 - 27 minutes - 25.6 MBIn this Special Edition of the To Care is Human podcast series, podcast hosts, Jason Wolf and Tiffany Christensen have a conversation looking back on 2021, another challenging year for healthcare. Listen as they share their reflections of hurting, healing, hope and the human experience in healthcare.
The Critical Integration of Patient Experience and Employee Experience
November 15, 2021 09:00 - 18 minutes - 17.5 MBBrett Brende, Vice President of Customer Engagement for Healthcare at SMG, shares how having employees who are engaged, excited and happy in their work roles has a direct impact on overall patient experience.
Born unhealthy, died, revived by medicine and music, now alive.
November 04, 2021 08:00 - 14 minutes - 13.7 MBGlenda Sirota lives in Chicago, is 80 years old and says she is "living her best life" after a series of extreme medical events that placed her in a coma for 28 days. When she woke up, her body needed a lot of care but her mind and spirit were strong. She also woke up with a very unusual gift. Learn more about Glenda's story in this podcast where she unpacks her Tiny Story, "Born unhealthy, died, revived by medicine and music, now alive."
A Digital-first Strategy to Engaged Patients and Improved Outcomes
October 18, 2021 08:00 - 18 minutes - 16.9 MBJeff Fallon, chairman and CEO at eVideon Healthcare, reflects on the role technology can play in meeting patient expectations for engagement and information while giving healthcare teams greater efficiency and enabling hospitals to improve satisfaction and reduce readmissions.
Hacking healthcare is the only way out
September 27, 2021 08:00 - 20 minutes - 19.1 MBDr. Grace Cordovano is a board certified patient advocate with a wealth of experience navigating the US healthcare system on behalf of herself, family and clients. In this podcast, Dr. Cordovano helps us understand what she means by "hacking healthcare" in order to move from "patient-centered care" to "life-focused care."
Microsoft's Commitment to Address Health Equity and Disparities
September 13, 2021 20:06 - 21 minutes - 20.1 MBMicrosoft is impacting the world by empowering people and organizations through software and the power of data. Antoinette Thomas, US Chief Executive Officer and Industry Executive for US Health and Life Sciences at Microsoft, shares why a focus on equity is so important to their organization and what they are doing to make meaningful contributions during the pandemic and beyond.
A Conversation with Dr. Julia Iyasere, Executive Director for the Dalio Center for Health Justice at New York-Presbyterian
August 16, 2021 08:00 - 31 minutes - 29 MBAs healthcare continues to focus on dismantling systemic racism, the move from ideas to action must be intentional and strategic. Thought leaders like Dr. Julia Iyasere provide a model and support for change agents across the globe. Join this compelling conversation and learn more about how the landscape of healthcare is changing and what can be done next to create health equity.
View from the front lines. Stepping it up for the greater good.
July 26, 2021 08:00 - 15 minutes - 14.6 MBDr. Jim Castellone is the Chief Medical Officer for Eastern Connecticut Health Network and an ER physician who has been on the front lines of COVID-19 since beginning of the pandemic and in one of the United States' most heavy hit regions. Listen as he shares his perspective as a doctor who works to care for his COVID-19 patients and as a father and husband working to protect his family from the virus.
Grief found my voice and improved my purpose.
June 21, 2021 08:00 - 21 minutes - 19.4 MBWhen Tanya Lord's son, Noah, was born she was a pathologically shy mom who had found her purpose in motherhood. After Noah died from medical error, Tanya was adrift in a sea of grief. Tanya shares how "grief found my voice and improved my purpose." You won't want to miss this story about a mother's love and how her grief drove her to make change in the world.
A Conversation with Jacqueline Herd, Chief Nursing Officer, Grady Health System
March 29, 2021 09:00 - 37 minutes - 34.7 MBListen as Jacqueline speaks with Jason Wolf about her core leadership beliefs including clear communication and visibility/approachability of leaders. She emphasizes the importance of being present and determining how best to manage staff needs for PPE and financial stability. Jacqueline Herd embodies the belief that in order to best elevate the human experience in healthcare and serve patients, we must recognize the work of others and thank them for all that they do.
Living beyond expectation, no barriers unbroken
March 08, 2021 06:00 - 19 minutes - 18.5 MBJono Broad grew up with a diagnosis of bronchiectasis only to learn well into adulthood that the correct diagnosis was cystic fibrosis. How did his life as an unwell child, being told by his community that he would never live a normal life shape him? Find out in the third episode of the "Tiny Story" Series where Jono unpacks what he means by "Living beyond expectation, no barriers unbroken."
It's an honor and a privilege to come and get a little vulnerable…
February 15, 2021 06:00 - 28 minutes - 26.6 MBRyan Fowler "never wanted for anything" growing up but found himself self-medicating with drugs and alcohol in his teens and 20's, resulting in full-blown addiction. Now 6 years sober, this advocate for harm reduction and new ways of caring for those suffering from substance use disorders shares his harrowing story of life on a thin edge. Few people can share such raw and personal details as Ryan Fowler, and always with an eye on elevating the human experience. It's an honor to have Ryan as ...
A conversation with Chris Woleske, President & CEO of Bellin Health
February 01, 2021 15:35 - 32 minutes - 30.2 MBIn a time of crisis, such as we have experienced in this pandemic, often what is needed is a sense of predictability, a reinforcement that “we can do this”. This conversation with Jason Wolf and Chris Woleske, President & CEO of Bellin Health, explores how serving as a “Chief Predictability Officer” can support and inspire our healthcare teams. Chris Woleske shares how her organization became a positive outlier by listening and engaging staff and making bold choices to not disrupt care durin...
Terrible Healthcare System Made Me Shine
January 18, 2021 06:00 - 22 minutes - 20.9 MBRarely is someone able to share their story with the raw honesty and deep reflection that Isabela Castro is able to in this podcast. A mom who lost her baby in the NICU, Isabela has taken those difficult experiences and turned them into both her personal and professional motivation to do and be better. You won't want to miss this beautiful and vulnerable conversation with Isabela, a powerful voice for improvement in healthcare.
To Care is Human: Special Edition 2020
December 21, 2020 06:00 - 32 minutes - 30.1 MBIn this Special Edition of the To Care is Human podcast series, join both podcasts hosts, Jason Wolf and Tiffany Christensen, as they have a conversation looking back on 2020, a challenging year. Listen as they share their personal experiences during the pandemic as well as hear their reflection on lessons learned from 2020. Join them as they remember 2020 podcast guests who left a lasting impression. As we prepare for 2021, Jason and Tiffany also answer the question, "where do we go from he...
Let's collectively raise our voices to say, "We've had enough."
November 09, 2020 06:00 - 26 minutes - 61.1 MB"Racism is a problem with bad policy, not bad people." Dr. Brittani James cares for patients on the South side of Chicago and is a Founding Director of the Institute for Antiracism in Medicine. Join us for this compelling conversation in which this thought leader shares her personal story and concrete steps to becoming an antiracist in healthcare. With all of the energy surrounding dismantling systemic racism in healthcare today, we must listen to the voices of experience and expertise; Dr. ...
A Story of Faith, Hope and Survival
October 19, 2020 05:00 - 21 minutes - 20.2 MBRosie Bartel is a powerful voice for patients and families. After an infection changed her life forever, she chose to share her story and help organizations working to improve patient experience across the US. This podcast "unpacks" the faith, hope and desire to survive she attributes to her ability to get through difficult caregiving journeys and great personal medical challenges. Enjoy hearing from this bright light in healthcare today.
"We all are a spider web connected to many strands"
August 31, 2020 05:00 - 30 minutes - 28.3 MBAs we face the COVID-19 crisis, we also face many losses. How might we leverage what we know about grief and loss to help staff, clinicians and community members get the support they need? Isabel Stenzel Bynres is a cystic fibrosis, lung transplant patient who has lived through many losses and is now a grief counselor in the San Francisco Bay Area. If you are seeking a sense of comfort and normalcy during this time of unrest, listen to this podcast featuring a wise woman with a lot of releva...
A Conversation with Robert Earley, President and CEO, JPS Health Network
August 03, 2020 06:00 - 35 minutes - 32.3 MBHow can healthcare organizations harness their core values and find new ways of supporting each other during a COVID-19 surge? At the helm of the award winning health system in Fort Worth Texas, JPS Health Network, Robert Early shares his approach to ensuring his workforce remains focused on the human experience in healthcare while also being acknowledged for the challenges they face. Join us for this uplifting conversation about ensuring COVID-19 does not change the "why" of patient experie...
"We have these conversations in our living rooms"
July 13, 2020 05:00 - 30 minutes - 27.9 MBNikki Montgomery is a certified patient advocate, patient and mother to a son with complex medical challenges. She is also a Black woman who understands the necessity for culturally competent care. How does a patient find a culturally competent provider? Nikki gives us her hard-won strategies on that and pushes us to address systemic racism through measurement.
A Conversation with James Hildreth, Ph.D, M.D., President and Chief Executive Officer, Meharry Medical College
July 06, 2020 08:00 - 35 minutes - 32.6 MBA true pioneer in medicine and a renowned immunologist, Dr. Hildreth shares the life experiences that have led him to his career and calling as well as his mission to improve equity in healthcare. He eloquently wrestles with the realities of discrimination and whether we truly value all lives in the same way. This question is more important than ever before and highlighted by the disparities in patient outcomes during the Coronavirus pandemic.
A Conversation with Marsha Sinanan-Vasishta, Deputy Chief Nursing Officer, Mount Sinai Morningside
June 22, 2020 18:05 - 36 minutes - 33.9 MBThis community briefing and conversation addresses health disparities in a time of crisis and beyond. Marsha Sinanan-Vasishta shed light on how the COVID-19 crisis has amplified systemic racism and specifically the difficult realities of disparities in healthcare. Listen for a conversation on how we can improve going forward and the action steps that are necessary for everyone to have equal access in healthcare, regardless of race.
Anti-Racism and Cultural Humility: A Conversation with Dr. Ron Wyatt
June 15, 2020 05:00 - 37 minutes - 34.9 MBThe time has come to be brave and have the painful conversations. Dr. Ron Wyatt is an African American physician who grew up in the Black Belt of Alabama. Today, he is an unapologetic voice in the effort to bring awareness to the reality of systemic racism in healthcare.
"When we stand together, we're smarter, stronger and more resilient than this virus will ever be."
June 01, 2020 05:00 - 28 minutes - 26.8 MBDr. Justin Bright is a an Emergency Room Physician working at Henry Ford in Detroit, one of the areas hardest hit by the COVID-19 pandemic. He is unapologetically honest about what impact this virus had on his life.
A Conversation with Linda Knodel, Senior Vice President, Chief Nurse Executive, Kaiser Permanente
May 11, 2020 05:00 - 32 minutes - 29.9 MBWhat are the most significant challenges for nurses during this challenging time as we face the current COVID-19 pandemic? Linda Knodel speaks about safegaurding against the lack of PPE and scrubs as well as how to secure adequate access to protective equipment going forward. Her conversation highlights how quickly the team at Kaiser Permanente adapted and reacted in order to care for their staff in the best way possible.
All Hands on Deck - Healthcare Heroism During COVID-19
April 27, 2020 05:00 - 24 minutes - 55.4 MBHow do healthcare teams at a large University hospital handle daily patient care during the time of a global pandemic and immense stress? Dr. Craig Rackley, Assistant Professor of Medicine at Duke depicts the measures that he and his fellow practitioners are taking to reserve resources such as PPE in order to work as safely and efficiently as possible during this time.