Creating a New Healthcare

“Healthcare, in my opinion, is the ultimate team sport.” I love this quote from today’s guest. And it reminds me that patient experience is not just about the patient; it starts with every member of that patient’s care team. If they do not feel respected, trusted, and valued, it will absolutely impact the experience of their patients. Brian Carlson, VP of Patient Experience of Vanderbilt Health, knows that trickle down effect all too well. And, as a result, he’s been building the patient experience at that organization from the inside out. The outcome? Year-over-year improvement in patient experience scores. Over 80% participation in voluntary patient experience training. Three times over having the organization vote “YES!” to continue this type of training. Experience matters, and Brian has the data to prove it. Brian Carlson leads enterprise strategy for patient experience, workforce culture, and digital engagement across the 40,000-person Vanderbilt Health system. Brian’s work focuses on the intersection of culture, operations, and technology, including AI-enabled approaches to experience management and patient engagement at scale. He has led major initiatives in patient access, digital health adoption, and workforce culture transformation.

“Let’s inspect what we expect.” What a powerful statement. If we expect cost transparency, let’s inspect what those costs have been to date. If we expect freedom of choice, let’s evaluate how that has worked for employees up to this point. And let’s expect an “and” approach instead of an “or” approach. As I say often these days, the devil is in the details, so it only makes sense that we put some energy and effort into inspecting what those details are and have been so we can expect what they will be in the future. That’s exactly the goal and role of today’s guest. Jeff Bak is the President of Imagine360, whose mission is to reduce health plan costs for employers, employees and their families. He has three decades of experience in managing and growing healthcare services companies. Prior to Imagine360, Jeff served as the global practice leader of the Health, Life Sciences & Business Process Outsourcing (BPO) division for Wipro Limited, and was the president and CEO of HealthPlan Holdings (HPH)—a leading healthcare solutions business.

Last week, we talked about the six key drivers of personal health with Dr. Tom Frieden. But how does that factor into our conversation about the value (or not) of wearables and supplements? This week, Dr. Zeev Neuwirth and Producer, Jess Greenwood, are back to unpack that for you. We discuss the role wearables do and potentially could play in helping each one of us achieve and maintain better health. We talk about how important it is to understand that the six drivers of personal health may be simple, but they’re not necessarily easy and why that means individuals are not to blame. Most importantly, we offer an invitation. To those who are creating, supporting, or changing their own environments to support better health for themselves or their community. We want to hear from you! Please get in touch so we can share your story on the podcast.

It’s the start of a new year, and that means resolutions and recommitments to personal health and wellness. Undoubtedly, there were thousands of wearable devices purchased as presents over the holidays and many more in the post-holiday sale madness. Supplement commercials and social media ads are going strong as we start this new year. But, are these things actually necessary for health? Today, we kick off our Winter Season of Creating a New Healthcare with a deep dive into the wellness industrial complex. Jess Greenwood, Producer of the podcast, joins Host, Dr. Zeev Neuwirth to dissect what we’ve heard from the experts interviewed on the show as well as our own personal experiences. We debate the role of wearables in behavior change, the influence of the wellness industrial complex, where supplements fit into a healthy diet, and what the companies that make these products really want and need from their users. If you’ve been a bit skeptical if that Oura ring can help you achieve max readiness or even if you’re convinced those Magnesium supplements will be the game changer this year, this conversation is for you.

Certified Nursing Assistants. They are the lifeblood of so much of what we do in healthcare, particularly in elder care, and yet they rarely share the limelight with the doctors, surgeons, and specialists. Our guest today, Peter Murphy Lewis, is a documentary film maker who started out just trying to educate the Nebraska government on the shortage of CNAs in their state. What started as a single, 20-min documentary has turned into multiple seasons of the hit show, People Worth Caring About. The docuseries highlights the work of CNAs in nursing homes, sharing their stories in order to change perceptions about the work they do and demonstrate the value and reward of this much-needed profession. Peter Murphy Lewis is a healthcare advocate and former CNA himself. His work spans television, podcasting, and marketing, with a focus on caregiving and long-term care. Born in Kansas, Peter’s path took a dramatic — and deeply personal — turn when a health scare forced him to reassess his priorities. What followed was a journey from academia and international politics to global media, entrepreneurship, and eventually founding Strategic Pete — a platform dedicated to helping small businesses and entrepreneurs grow. Now, Peter uses his storytelling skills to challenge misconceptions about caregiving, aiming to reshape how society values care and those who provide it.